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No! You cannot talk with them directly.... (archive)

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Posted by Steve F. on July 07, 2001 at 04:08:12:

In Reply to: Is BMW listening? posted by Brent on June 29, 2001 at 07:30:49:

A few weeks back I became so frustrated with my dealers service practices I wrote a two page letter the BMW NA detailling my experiences. I have tried the two dealers in my area, both have proven absurdly incompetant. My question to the maker/distributer of my automobile was, exactly where can I get my car properly serviced? No reply what so ever. Thinking back to my first round of problems I recall posting my concerns on this board, to my surprise I was contacted via email by a BMW customer service rep. So this is being posted in the hope that somebody is listening. I do not want to have to jump ship to Lexus or M-B just to get some decent product support. Frankly I don't like those cars as well, but the BS required to own a BMW is seriously cutting into the joy of driving one. The "try another dealer" approach did not work. I am already driving 150 miles to the two nearest dealers. The next closest is well over 200 miles away. What good is my warranty if I have to make at least two trips each time I need something fixed? When I plunked down the dough for BMWs top of the line car I expected better. This is my second seven series and fourth BMW. When the time comes to replace this one, it will likely be with another brand. That is appearantly the only way BMW will get the message.

BMW uses a marketing/PR company (Boston, MA)
that thinks their primary responsibility is to
patronize both BMW and BMW owners. These guys filter complaints to BMW and are rewarded for not letting customers complaints (actually) getting through to BMW/NA...Sorry but BMW has reached a point where they want to believe their own Bullshit...BMW really likes THEIR cars--more than the owners that purchase them.....kind of reminds one of General Motors, or the Japanese approach to manufacturing. The product is perfect, the customer doesn't get it?.....

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