You're right of course Brian. But, equally then they've learned nothing.
Stealer service - Again!
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A bit of a hollow victory -
After a number of communications - I've just had a grovelling apology from the After Sales Manager at the dealers.
He has apologised saying that at every turn they have got things wrong - from using untrained and inappropriate staff (which was mentioned earlier - so presumably supervision failed too), not reporting the safety issue internally automatically (instead waiting for me to insist on speaking to the Service Manager which I wasn't about to do), nobody owning the problem and responding to me other than the initial service desk response (until yesterday) , assuming that their initial offer of fuel was enough despite several discussions with others right through to the completely late and inadequate and unhelpful apology from the Service Manager just a day ago and the fact that it only came to his attention due to my zero rating in the customer response survey and complaint into BMW UK HQ.
He acknowledged that they are dealing with potential killing machines (his words not mine) and that first and foremost, they have a duty to ensure safety before anything else. That set in train a whole series of errors each one compounding the earlier ones. All has been recognised.
He told me I had effectively done his job for him in the communications I'd had with them. He has implemented immediate changes today to some workshop practices. Agreed that everything I'd said was right and understood that I probably still wouldn't be happy despite his recognition of their failure (aint that the truth!), but, clearly he was not a happy bunny either.
Not that it is worth much they have offered and agreed to pay for the next summer to winter wheel change and waived the storage charge - a small token. Am sure I could have pushed for more but that isn't the point. At least he understood entirely why I was furious with them especially when I could have simply ignored them and walked away.
I suspect quite a few people have had their ears chewed....
At least he had the grace to own up.
After a number of communications - I've just had a grovelling apology from the After Sales Manager at the dealers.
He has apologised saying that at every turn they have got things wrong - from using untrained and inappropriate staff (which was mentioned earlier - so presumably supervision failed too), not reporting the safety issue internally automatically (instead waiting for me to insist on speaking to the Service Manager which I wasn't about to do), nobody owning the problem and responding to me other than the initial service desk response (until yesterday) , assuming that their initial offer of fuel was enough despite several discussions with others right through to the completely late and inadequate and unhelpful apology from the Service Manager just a day ago and the fact that it only came to his attention due to my zero rating in the customer response survey and complaint into BMW UK HQ.
He acknowledged that they are dealing with potential killing machines (his words not mine) and that first and foremost, they have a duty to ensure safety before anything else. That set in train a whole series of errors each one compounding the earlier ones. All has been recognised.
He told me I had effectively done his job for him in the communications I'd had with them. He has implemented immediate changes today to some workshop practices. Agreed that everything I'd said was right and understood that I probably still wouldn't be happy despite his recognition of their failure (aint that the truth!), but, clearly he was not a happy bunny either.
Not that it is worth much they have offered and agreed to pay for the next summer to winter wheel change and waived the storage charge - a small token. Am sure I could have pushed for more but that isn't the point. At least he understood entirely why I was furious with them especially when I could have simply ignored them and walked away.
I suspect quite a few people have had their ears chewed....
At least he had the grace to own up.
I bet he got an earful from further up the chain at least it’s a result of sorts and in the right direction.
That may be so. Just the response I’d hoped but it took two weeks longer to get than it should - again his words. Think I can probably expect to be treated like royalty when and if I go back. At least they’ve taken the opportunity to learn rather than continue with their usual arrogance once you’ve bought a car.
Thing is there probably is more than one who didn’t have your ability to question all of this and who will have just “walked away” Ian. So hopefully you will have done others a service too.
Tony.
The guy who called me said he knows that and actually said thanks for being persistent. He knows he could easily have ended up in a coroners court directly as a result of what he's uncovered today. It's given him the opportunity to go open some cans of worms. I expect there to be quite a few well paid people somewhat chastened this evening. It wasn't just one thing but a whole series of errors, each one compounding the next - the usual plane crash scenario.