changing dealer for service

[zman]

I bought my 325XI in BMW Arlington, VA.

I have been going there for the past 1 yr. They have been good as customer service (talking part). They have a rule that any thing less than excellent service rating is a failure for them. So, I have given then many chances, but while they good in talking, they fail misarably on the Quality Control (QC).

I believe as a team if one fail to do their job, it brings down the whole team.

Thus far, I have went there 4 times and they failed it every time

1. roug idling. They lost my tow hook and two hook cover on the bumper. It took me a whole month for them to replace them while they try to blame it on the towing company.

2. Window module Recall. When I drove it back, I notice that they didn't reprogram the computer. Nothing worked. I had to do everything manually.

3. Reprogramming the computer, parts that I asked (i.e. automatic day light, auto lock at 5mph) doesn't work. I had to test drive the car for every feature I ask and they kept over writing something that was set in fixing other feature.

4. changin oil after 1 yr. They didn't put the engine cover back. The cover was hanging as I drove. They said that the screws that hold it may get loose because of vibration. I don't think this is the case because in June I changed the oil my self. And, once I screw them tight, they don't get loose easily.

It seems that no one check if the car is returned back to the customer in its best condition.
So, why am I giving them high rating of service?

On top of that, I have never get a BMW loaner. They always says that they are out of loaner cars. But, everytime I look at the loaner car spot, there are at least 2 cars sitting there. And, of course, when I mentioned that they said that those cars have been reserved for someone else.

I am thinking to change to the new BMW in Sterling, VA.

But, do you all know if I would loose anything as far as service concern by changing dealer?

Is this something that's happening on every BMW dealer?

Does any one know the quality of Sterling BMW?

Thanks!

 

[codex57]

wow, those are horrible incidents. Complaints I usually here about are scratches to the rims or paint due to carelessness. Or incompetence in figuring out the problem. You shoulda given ones and immediately reported each incident to BMW NA. Change dealers immediately.

Check www.dealerrater.com and post your experiences there to help others avoid BMW Arlington.

Oh, you don't really lose anything usually. THere's no rule that says you must go back to the dealer you bought your car from. And, the computer system is linked to all the other dealers so they know what's been done to your car. The only negatives to switching are some dealers only give BMW loaners to people who bought the car from them (call and make sure; call and reserve a loaner-usually need 2 weeks advance booking or tipping the Service Advisor can help you get a loaner in an emergency) and you may lose whatever relationship with the service dept you've built up (in your case, not a loss).

 

[akbmw]

I bailed on BMW of Fairfax. 1st time my car wasn't ready when they said it would be. Second time they lost the keys. Third time I never got a receipt for the work and no one talked to me. The car was in for the same issue all three times --- never fixed!

I went to BMW of Sterling -- fixed the problem the first time (convertible roof rattle, which wasn't the roof, but a a shock absorber housing that was cracked). That's the good news.

The bad news is that the service manager that was at BMW of Fairfax is now at Sterling, so I live in fear that it will rapidly deteriorate. But it sure seems that the lead tech is really good!

Bottomline, I recommend trying BMW of Sterling in the DC area.

 

[asashoryu]

Regarding loaners, this is my second BMW, and I've been to three different dealers for service. Only once did I get a BMW as a loaner, and that was from the dealer that I never purchased a car from. You think I would get better treatment from the dealers that sold me a car. They always give me an Enterprise rental car POS.

In general I haven't found a dealer that I'm happy with in the Baltimore/DC area in terms of service. I've been to Tischer BMW (Silver Spring, MD), Russel BMW (Catonsville, MD), and Northwest BMW (Owings Mills, MD). The best service by far is a little shop on Route 40 called Urban's Auto Service. Cheap, honest, friendly, and they only service BMWs. Once my warranty runs out, I always go there -- never to the dealer.

 

[bmwrocks]

We expect sterling (no pun intended) service from BMW and rightly so. We pay a perfect price and expect perfect service.

I have been disappointed numerous times with my dealership with both my BMWs. I have also been satisfied numerous times.

Bad: scratches on bumper, chipped reflector (330Ci), lost DRLs after software recall (330Ci), speaker continues to buzz (330Ci), key programming screws up for no reason (X5), car not finished when promised (330Ci, X5).

Good: replaced rotors and brake pads, wiper blades, air filters WITHOUT ASKING at end of service warranty (X5). replaced rear latch assembly on X5 without asking (upgrade from original poor design, fixed in 2001). Replaced all rubber weatherstripping, rear sunshade when requested (X5). Fixed stalling problem in first 1K miles, software fix (X5). Always got a BMW loaner.

So I've gotten the good with the bad. They have always provided satisfaction in the end.

Good luck with your new dealer, there are good ones out there.

 

[cbigger]

Hey bmwrocks,

I noticed you said that you had a problem with your speaker's buzzing. I wonder if it may be the same problem as I am currently having on my 2004 330Ci? My problem is that I hear a "buzz" sound coming from what appears to be the right side of the vehicle. I hear this very frequently when I play AM radio. I also hear it once in a great while when playing CDs. I never hear it playing FM radio.

When I took my car into the dealer and described the problem, he immediately recognized the symptoms. He said it probably wasn't the speaker but was actually a known problem with the RADIO unit itself - he said my description (AM problems, rare but occassional CD problems) fit the description of a known service bulettin issue. He said that if my radio was one of the known series with that problem they would just replace the unit.

As I left the dealer, I thought, "Hmmm, if they replace my radio, they will have to replace the LCD unit for my navigation system - that will be an expensive replacement."

When I came back they said that my radio wasn't on the list of known problematic ones (coincidence that it would have been a very expensive replacment?) and that they couldn't reproduce the problem. The problem happens about 90% of the time with AM radio. True, enough, it wasn't happening as I left the dealer either - maybe certain voices and tones on the radio cause the buzz and those guys had that hour off!

Unfortunately, within about 30 minutes of leaving the dealer, I found an AM radio station that again made the speakers buzz. So I still have the problem. It isn't super bad, but very annoying. I am working to see if I can reproduce the problem more accurately (hopefully by pinpointing a few CD songs that can reproduce it) and will be going back to the dealer again soon.

Just wondering if this is the same problem as you had?

Thanks,

-cbigger

 

[bmwrocks]

Yes, your description sounds like the same problem as mine. I can reproduce the buzzing though easily with FM or CD. They replaced the speaker once (with what I don't know; new? used?) and the prob was gone for 2 days, then returned and is VERY embarassing when a friend or associate is in the car and the music is on. C

Conversation goes something like this:
"Wow nice car!!! I can't believe such a nice car could have a speaker that sounds like shit????!!!! Gees, can't they fix it? Well they tried but they have no f-ing idea what they are doing. Go figure....."

I will try to get them to fix it next time I am in, meanwhile I just bang my head on the steering wheel when it happens.....

Try finding a music passage with a little extra bass, that will certainly show the problem.....

 

[zman]

Thank all!

I am going to try Sterling BMW and hope that the service manager doesn't give me problem. It is my only choice at this time without traveling a great distance.

As far as the loaner car, I give up. My dealer where I purchase the car from never gives me any BMW. I guess I can't hope too much from different dealer ship.

This is really sucks!