Service Advisor ignoring me

N757AF · 07-31-2019, 06:21 PM

Car is still under warranty until mid-August and SA was super helpful/friendly with my last few repairs (suspension and adaptive headlight related) so I left him perfect review/ratings. Now that the car's steering wheel makes a creaking noise when turning left, all of a sudden the SA is ignoring me, telling lies about not having loaner cars available, saying they can't reproduce the sound and to send videos (sent 4 separate videos). It's like pulling teeth trying to get help this time around and I don't understand why considering they are on commission... shouldn't they be jumping at any opportunity for more hours to be booked?

1) I have sent four separate videos of the creaking clock spring sound
2) SA admitted it sounded like clock spring, and tech agreed
3) SA said he would order parts - a week later, he still hasn't ordered them
4) SA ignoring me, I drive to BMW yesterday and he then says he will have parts in by today (didn't happen)
5) SA now saying he will get parts in tomorrow but shop foreman will have to confirm the noise is present before the repair can start. Isn't that what the friggin videos were for that you asked me to send and that you and your tech agreed was the clock spring????

Any tips or insight? I know if I go to service manager and complain that will be the end of any further help. Was always taught to never piss off SA while car is still under warranty. Definitely feels like this dude is trying to screw me though

John in VA · 07-31-2019, 07:12 PM

Is he the only SA there? Perhaps you can talk to a different one. Good luck!

2016M235i · 07-31-2019, 07:49 PM

Time to move on and go to another dealer.

paposalsa · 07-31-2019, 08:30 PM

There is supposed to be a Service Manager and a Store Manager. Call Corporate, or find another dealer.

BTW, BMW Service Departmenst are the worse!

N757AF · 07-31-2019, 08:34 PM

Quote:

Originally Posted by paposalsa

BTW, BMW Service Departmenst are the worse!

I'm coming to realize BMW reliability in general is the worst. At least we get decent loaner cars when we have to go in

Sportstick · 07-31-2019, 08:40 PM

Quote:

Originally Posted by paposalsa

There is supposed to be a Service Manager and a Store Manager. Call Corporate, or find another dealer.

BTW, BMW Service Departmenst are the worse!

Each dealership is independently owned and operated (unless it's part of a small group). Experiences vary widely across groups of dealerships for all brands. I have an outstanding BMW dealer service department and service advisor, so the generalizations in this thread are not valid.

grocerylist · 07-31-2019, 08:41 PM

Quote:

Originally Posted by N757AF

I'm coming to realize BMW reliability in general is the worst. At least we get decent loaner cars when we have to go in

Meh I've been driving around an X2 for about a week and it's terrible.

John in VA · 07-31-2019, 09:14 PM

Quote:

Originally Posted by grocerylist

Meh I've been driving around an X2 for about a week and it's terrible.

That's been known for awhile, unfortunately.

A great dealership will have a Service Director riding herd over the Service Manager & Advisors, as well as the rest of the service department.

dradernh · 07-31-2019, 10:48 PM

Quote:

Originally Posted by Sportstick

Experiences vary widely across groups of dealerships for all brands.

^ This.

07-31-2019, 06:21 PM	#1
N757AF New Member 5 Rep 11 Posts Drives: 2015 M235i Join Date: Apr 2018 Location: Nashville iTrader: (0)	Service Advisor ignoring me - why? Car is still under warranty until mid-August and SA was super helpful/friendly with my last few repairs (suspension and adaptive headlight related) so I left him perfect review/ratings. Now that the car's steering wheel makes a creaking noise when turning left, all of a sudden the SA is ignoring me, telling lies about not having loaner cars available, saying they can't reproduce the sound and to send videos (sent 4 separate videos). It's like pulling teeth trying to get help this time around and I don't understand why considering they are on commission... shouldn't they be jumping at any opportunity for more hours to be booked? 1) I have sent four separate videos of the creaking clock spring sound 2) SA admitted it sounded like clock spring, and tech agreed 3) SA said he would order parts - a week later, he still hasn't ordered them 4) SA ignoring me, I drive to BMW yesterday and he then says he will have parts in by today (didn't happen) 5) SA now saying he will get parts in tomorrow but shop foreman will have to confirm the noise is present before the repair can start. Isn't that what the friggin videos were for that you asked me to send and that you and your tech agreed was the clock spring???? Any tips or insight? I know if I go to service manager and complain that will be the end of any further help. Was always taught to never piss off SA while car is still under warranty. Definitely feels like this dude is trying to screw me though
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07-31-2019, 07:12 PM	#2
John in VA Colonel 985 Rep 2,199 Posts Drives: 2015 228i M Sport Join Date: Jul 2007 Location: Leesburg, VA iTrader: (6)	Is he the only SA there? Perhaps you can talk to a different one. Good luck! __________________ ____________________________________________ 2015 BMW 228i in EstorilBlau II Metallic / Terra Dakota Leather - 6-speed manual, M Sport Package, Cold Weather Package, Lighting Package, Premium Package, Harman Kardon premium sound, Anti-theft alarm system, Blue Metallic Matt Accent Moldings, Aluminum Hexagon Interior Strips, Anthracite Headlining
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07-31-2019, 07:49 PM	#3
2016M235i New Member 13 Rep 28 Posts Drives: 2016 M235i M6 Estoril Blue Join Date: Sep 2018 Location: PA iTrader: (0)	Time to move on and go to another dealer.
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07-31-2019, 08:30 PM	#4
paposalsa Second Lieutenant 51 Rep 243 Posts Drives: 2015 BMW 228i Join Date: Aug 2018 Location: Williamsburg, VA iTrader: (0)	There is supposed to be a Service Manager and a Store Manager. Call Corporate, or find another dealer. BTW, BMW Service Departmenst are the worse!
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