I have been fighting with BMW NA, Laurel BMW of Westmont (IL), Dennison BMW or Bloomington (IL), and most recently the area rep Jeff Lance (an area rep at BMW) about numerous problems with my brand new car.
The bottom line is this: BMW is not interested in retaining existing customers. They are only interested in selling you a car. Once that is done, their responisbility is over. DO NOT expect "special" treatment because you bought an expensive car. You will NOT get it. I should have saved myself a bunch of money and bought a domestic car. I'm sure the service would be at least the same or better. Contained in this these posts is proof that what I say is true. Please read on.
In this post I will describe all the problems, what I have done, and the responses I got. I will keep this post updated with info as I get it. Read further if you are interested in a truly poor customer service experience from a company that should be going above and beyond to make its customers happy.
I have tried to get my issues resolved the conventional way but this isn't working so I am hoping a little more "public" approach will get someone's attention.
Since late August, when I bought the car, I have been having non-stop problems. I have been keeping a log of everything that happens with my car and my experiences. I also recently wrote Jeff Lance a letter and gave him a copy of that log as well. I will post a reply to this post with the letter I sent Jeff and his response. I will also post another reponse that has my driving log and what has been done.
I am currently talking to a lawyer to find out what my rights are with this matter as well as tracking down the name, phone, and address of the VP of Customer Service from BMW NA. I haven't found out who this is yet so any help would be appreciated.
I am also posting the same information at these sites as well:
http://forums.bimmerforums.com/forum/forumdisplay.php?f=15
http://bimmer.roadfly.org/bmw/forums/e46/5775485-1.html
The bottom line is this: BMW is not interested in retaining existing customers. They are only interested in selling you a car. Once that is done, their responisbility is over. DO NOT expect "special" treatment because you bought an expensive car. You will NOT get it. I should have saved myself a bunch of money and bought a domestic car. I'm sure the service would be at least the same or better. Contained in this these posts is proof that what I say is true. Please read on.
In this post I will describe all the problems, what I have done, and the responses I got. I will keep this post updated with info as I get it. Read further if you are interested in a truly poor customer service experience from a company that should be going above and beyond to make its customers happy.
I have tried to get my issues resolved the conventional way but this isn't working so I am hoping a little more "public" approach will get someone's attention.
Since late August, when I bought the car, I have been having non-stop problems. I have been keeping a log of everything that happens with my car and my experiences. I also recently wrote Jeff Lance a letter and gave him a copy of that log as well. I will post a reply to this post with the letter I sent Jeff and his response. I will also post another reponse that has my driving log and what has been done.
I am currently talking to a lawyer to find out what my rights are with this matter as well as tracking down the name, phone, and address of the VP of Customer Service from BMW NA. I haven't found out who this is yet so any help would be appreciated.
I am also posting the same information at these sites as well:
http://forums.bimmerforums.com/forum/forumdisplay.php?f=15
http://bimmer.roadfly.org/bmw/forums/e46/5775485-1.html