re: Problems and BMWNA (archive)

Yeah, it's a car supplier, so of course you'll get pushed aside. However...
there are two tings that help: a good relationship with your dealer, and, if that fails, remember the squeaky wheel gets the help:
I was lucky with the first approach when I bought my 525 in late 1990: when the clear coat started peeling the Zone Rep happened to be in when I stopped by. His pull-off tester showed the paint was too thin, repainted or something, and I had a full repaint at n/c by a local shop that meets BMW standards.
The only other major issue was with the same car, about 55K miles, so out of waranty, when most of the insualtion melted off the eninge wiring harness. No one had ever seen that before, and they quoted me a very large estimate, plus the harness would have to come from Germany, etc, etc.
I talked to the Service Mgr and the shop foreman--people I've talked to a lot when there wern't any problems: the harness was found in the USA, and the dealer convinced NA to cover the entire cost. Relationships are important, you catch more flies with honey than with (Lexus), etc. Polite and firm, etc.
Bottom line is that they should fix it so you will be incentivized to be a repeat customer. The internal literature stresses that Sales should cultivate "Customers for Life," so try using your sales people also.
BTW, AJS: they still don't build a 3.3--haven't since the 80's, so I'm not surprised if people are selling their 3.3's. And you are VERY right: BMW should treat their owners better. I've put a lot of other people in BMW's by referral--I could have easily moved over half of them into something else. It isn't the image ads on tv that sell the car, its talking to current owners. One of my workmates is getting a 528iT this month because I helped her decide. Otherwise she'd buy a Volvo or Audi.

I hope you guys can help... And BMWNA I know you are watching... HELP please....
If your experience with BMWNA is anything like mine, I have a solution: Assign a designated driver, then mix two or three (or more) dry martinis, shaken, not stirred, and settle into this depressing thought: BMWNA will call you, make lots or promises, burn lots of your time, symphathize until you actually believe that things will be taken care of, then nothing whatever will happen.
Although I did learn something: It is called a "solution" when instead of fixing something that is found to be broken, it is declared not to be broken after all. Then the customer is viewed as the problem when the problem that was resolved by declaring it not to be a problem is again brought to their attention. How can such a great car (mine a 4.4 Sport Package with major, unresolved problems) be marketed by an organization that isn't even close to the product it sells? Imagine if it were otherwise! Too bad for all of us that it isn't.
I know of a couple that put their 3.3 up for sale at 600 miles, and finally sold it at a substantial loss, because they couldn't get problems with their seats resolved. I don't recall his exact words, but when he sold the car he told me something like, "You just can't win with these people." Yup, you sure can't. Sorry, Charlie. I know that you wanted to hear something cheerier, but this has all been very disheartening.
I've owned Mercedes and Ferrari all my life, and this is my first BMW. While I initially feel that BMW a better all-around car, it doesn't mean a thing when the manufacturer treats an owner with the kind of disdain I have encountered; when you can't get a major problem resolved. Sure, there were tough times with Benz a while back, but they have their act together now. I expected BMWNA to be at least up to the standards MBNA, but they're not it the same league. What a stunning surprise. I truly hope that you do better than I did, but don't hold your breath. But do enjoy the martinis. (Remember, shaken not stirred.)

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