In Reply to: I've used the word "asshole" on survey...good read posted by Warren Ernst on August 16, 2001 at 13:04:53:
A few days later, my sales guy CALLED ME. He KNEW how I answered, and proceeded to try to make me feel bad that the dealer was now out of the running for some dealer award, and perhaps, his job was at stake. My car was at that very dealer at that very moment to have the good repainted. (It came with a dent and gouge - part of the deal was to remove it.)
I emailed BMWNA via the Owner's Circle about how f#%@ing pissed off I was that a dealer would call me with this BS. BMWNA got right back to me and explained that the dealer was never EVER supposed to contact the owner about satisfaction surveys, and said that they would have a "stern lecture" with the general manager.
OK, so you think that would be it, right? Well, the hood was peeling a week after I got the car back, AND there was a nail in the sidewall of one of the tires. Was this connected to the survey? Who knows?
So I raise holy hell about the tire and hood. They accepted responsibility for the hood - it has its own warranty, they say. The tire, they say, may have taken the nail after I drove it off the lot. "Then how come it was flat and I had to ask you had to refill it with air before I left?" I ask? (they had the car for 4 days - no flat tire before. It lost all air pressure within 5 hours after I got it back. You can do the math - it happened when they had it.)
After a day of this back-and-forth, they "agree" to give me a used tire. It winds up being a different brand of tire than all the other corners.
Now I'm really pissed, and when the survey folks call me, I tell them that I think the employees are great, but their manager who decide things are jerks. I said (and this is a quote) "If you have a checkbock labeled 'asshole' be sure and mark that one for the management."
THE NEXT DAY, the service manager calls me at home and says that the dealer has decided to buy me a new tire. Come on in. Great!
Two days later the "new" tire is FLAT!! The local "America's Tire" dealer finds the reason is because air is leaking from the TEMPORARY PLUG already installed in the "new" tire. They repir it with a permanent patch and note on the paperwork that the tire had an existing plug.
Armed with all this, I practically killed the dealer service manager on the phone. He had a hard time believing it could happen, but said he'd get me a new tire "this time."
I got it three days ago. I insisted on watching the "new" tire go on while I waited. It is indeed new now.
Needless to say, I'll NEVER go to this dealer again for anything. Wanna know who it was? McKenna BMW in Norwalk, California.
There were other little bad things too. Long Beach BMW was so sad to hear this story, that the parts manager has sold me parts wholesale to apologize on behalf of BMW in general. Guess who is going to get all my business now?
I can't wait for the next survey....