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Have YOU called the dealer? (more) (archive)

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Posted by Jon T on October 24, 2000 at 01:19:55:

In Reply to: convertible top seperation ( long rant ) posted by Van on October 23, 2000 at 23:18:31:

I remember seeing several people post regarding a convertible top seperation but never really knew what they were talking about until.... about two months ago I noticed when the top was down that the fabric was seperating from the inside around the window. I took my daily driver 97 2.8 into Classic BMW in Dallas to get some warranty work done and told the service advisor about this problem. They kept the car only a few days and gave me a nice loaner but I was really ready for my "baby" to come home after a couple of days.
I didn't check everything out, they did a really good job on several more obvious things so I didn't notice the top wasn't fixed until later when I put the top down. So I called and was told that they couldn't figure out what I was referring to, so they fixed a seperation they found on the OUTSIDE of the top. (yeah right). They did however assure me that the problem would be fixed on the next visit.
Well, a couple weeks ago it finally came time to give her up again since 50000 miles was nigh. I had been creating a list of things for them to check for a couple months since it would likely be the last "freebie".
The list was long and it took 7 days to complete the work......worth it right? Sure, if the problems were fixed. Most of them were minor, except for the head gasket leak.
Well, the day I went to pick her up, It was a beautiful Friday afternoon, I was already having "top down withdrawels", even the almost certain traffic jam home wasn't ruining the reunion. I didn't check the top (my bad). The service advisor told me they had re-glued the top after the shop foreman had been consulted about the fix. At the first gas stop I noticed the top did not look to be fixed or even attempted to be fixed.
So I call on the cell phone from the station a few miles away and get "voice mail". After leaving an obviously not happy and concerned message, I certainly expected that I would have a message on my home recorder when I arrived assuring me that this problem would be taken care of. NOPE, nothing for a week and then I get the teenage female phone person calling to make sure my service experience was a good one. LOL. I'm afraid I burnt some buns over this deal. She was quite good at listening, even updated my address on file...uh huh, yeah, yadayada. and ended the call with "someone will be in touch with you". Well,its been another week now and guess what, NO BMW "someones" have managed to contact me. Hey Eddie, is the honeymoon over?

If anyone has suffered through this long drawn out rant then maybe they will also know the answer to my question.



The person who called to ask about your service is not associated with your dealership, and I believe they work for a company that BMW uses for phone followups.

Your best bet is to call the dealer again (yes, a pain, I know) and ask what's up.

It's probably best if you demonstrate or display what's wrong with the top instead of telling them it's in need of some TLC. That way, they have no excuse next time.

I'm not defending the dealer, but chances are they couldn't find your problem, and should've consulted you again, and that's not good

Take it from me, who works in customer service - if we can't see it, it's not a problem. NOte that good service personnel won't just leave it at that, and persue the matter further withthe client.

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