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      06-10-2014, 10:27 AM   #1
CPM5
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BMW NA

Need to reach out to BMW NA and complain about the service i got so far from BMW dealer here in Bay Area. Can someone recommend a route? Should I just call them, email? Anyone have the info for me to call/email?

Cheers,
acs
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      06-10-2014, 10:35 AM   #2
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      06-10-2014, 12:44 PM   #3
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Quote:
Originally Posted by CPM5
Need to reach out to BMW NA and complain about the service i got so far from BMW dealer here in Bay Area. Can someone recommend a route? Should I just call them, email? Anyone have the info for me to call/email?

Cheers,
acs
You should get a survey via email.

You can request a call from BMWNA.

Dealers take these seriously and I believe it affects the SA as well.

What kind of issue did you have?
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      06-10-2014, 01:28 PM   #4
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It really is a hit or miss when you complain. I would call in and voice your frustration calmly with them and let them know this will be your last BMW if they do not do something. Good luck!
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      06-10-2014, 02:53 PM   #5
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Sad that some dealer just don't care about individual satisfaction but rather gross!!
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      06-10-2014, 03:13 PM   #6
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hmmmm wonder if it was with Peter Pan BMW...
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      06-10-2014, 05:53 PM   #7
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Originally Posted by k2e15 View Post
hmmmm wonder if it was with Peter Pan BMW...
Wow. There really is a Peter Pan BMW.
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      06-11-2014, 05:36 AM   #8
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Quote:
Originally Posted by avlnch View Post
You should get a survey via email.

You can request a call from BMWNA.

Dealers take these seriously and I believe it affects the SA as well.

What kind of issue did you have?
Yes, the surveys you get emailed after service do impact the adviser and dealership. Their pay is determined off the score you give them. They have an average for each month and they have to keep the percentage high as possible, it's called a CSI score. If they have above 98% on their score they can make up to 7% of all the repairs they sell. I forgot the rest of the info lol.

But this is why they stress the importance of these surveys so you guys that get good service make sure to put all 10s on your surveys you receive!
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      06-12-2014, 12:37 AM   #9
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HA! How did you now?!


Quote:
Originally Posted by k2e15 View Post
hmmmm wonder if it was with Peter Pan BMW...
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      06-12-2014, 12:25 PM   #10
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Quote:
Originally Posted by CPM5 View Post
HA! How did you now?!
I've had some bad experiences there myself...but it is the closest service center to my house
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