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As some of you who have followed my X5 journey know, in June, my wife and I were delivered of a stunning 4.4 sport, with every option available at the time, except window shades. Window was around $60K. Unfortunately, the car was equally loaded with problems – and our dealer was unwilling and/or unable to fix just about anything. The factory rep was in a way worse than the dealer because, perversely, he worked hard to see to it that nothing was corrected. (This is the guy who said that driver’s door wind noise was part of the design – which is a statement documented by the dealer!) Then along came some terrific folks on this board who recommended Open Road BMW in Edison, NJ, and life changed.
With unerring perseverance, courtesy, caring and professionalism, John Capozzoli, Service Director, Skip the Shop Foreman, supported by Stephen Green, a truly professional field rep, worked through the list of problems that was the legacy of the factory that built the car, and the dealer and factory guy who wouldn’t/couldn’t fix just about anything. (This car was so buggy, it actually locked itself, with the key in it, while Open Road was working on it!)
So now, nine months and over 15,000 miles later, it appears that everything has been worked off. So how do we feel about all of this?
We’re grateful to John and his people who went way above and beyond to make things right for us. They just stayed with it until everything was right. After all is said and done, the X5 is, when everything is right, a sensational car. But how in hell did the factory allow a car out the door with so many problems? And why does BMW expose the folks who support the marque with our cash to an inept dealer who doesn’t fix the things that the factory didn’t get right in the first place? And a factory rep who further supports that ineptitude? This, in my view, is unconscionable.
So thanks to the good folks, and a pox on the houses of the bad folks.
And now we hope that we can just enjoy our X5. In the near future, it will take us on a 6-week journey as far south as Houston, as far west as Los Angeles, and as far north as the Canadian Rockies. We’ll let you know how it works out.
And thanks again for the perseverance of a truly great dealer, Open Road BMW, Edison, NJ – as exemplified by a truly great person and true professional, John Capozzoli.
(Gee, this reads like a commercial. It isn’t. It’s gratitude.)
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