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2010 2011 BMW 5 Series Forum F10 BMW 5-Series (F10) Forums F10 Pricing, Ordering, and Tracking (and European Delivery) Absolutely Lousy service at Pacific BMW and Santa Monica BMW
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      05-27-2010, 08:22 PM   #1
blender
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Absolutely Lousy service at Pacific BMW and Santa Monica BMW

Please excuse the cross-post. Forewarned is forearmed.

I am in my 7th month of an ongoing warranty service issue with BMW. Car is a 2006 Z4M. Case history attached. The issue is very simple: loud wind noise/buffeting at freeway speeds from the drivers window, top seam. Three dealers have been involved spanning seven visits and eleven days, but none of the dealers has solved the problem.

So, in my despair, I got BMW North America involved. The BMW North America “Customer Relations Specialist” had Zero technical acumen. Returns one phone call in ten. Apparently cannot use/read email. Demonstrably cannot set her ‘out of office’ notices before going on vacation. No commitment to customer satisfaction. Cannot follow up in a timely fashion. Does not advocate for customer. Basically a complete waste of your time.

How can ALL of these individuals be so hugely incompetent and keep their flippin’ jobs??

Can ANYBODY within BMW North America manage a minor support issue to resolution? Can any of them dial a phone? Does ANYBODY actually have Customer Satisfaction as part of their job? How can I speak to HIM ?

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Last edited by blender; 11-21-2012 at 11:32 PM.
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      05-27-2010, 09:52 PM   #2
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BMW has a factory engineer that rotates through each dealership once a month ask the dealership to set up an appointment with him/her. He/she will solve the problem. You should also take you car to South Bay BMW, their service department is much better than Pacific BMW. We bought my son's 330 at pacific BMW. Their service department was not very good. South bay BMW was much better. I don't know much about Santa Monica BMW but they were very arrogant when we tried to negotiate a fair price on his car.
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      05-27-2010, 10:58 PM   #3
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Quote:
Originally Posted by pharding View Post
BMW has a factory engineer that rotates through each dealership once a month ask the dealership to set up an appointment with him/her. He/she will solve the problem. You should also take you car to South Bay BMW, their service department is much better than Pacific BMW. We bought my son's 330 at pacific BMW. Their service department was not very good. South bay BMW was much better. I don't know much about Santa Monica BMW but they were very arrogant when we tried to negotiate a fair price on his car.

thanks for the good info. That's more the BMW NA has ever said about it.
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      05-28-2010, 12:37 AM   #4
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i also recommend sterling bmw in newport beach - though its a bit far. My car has been at the dealership for 16 days now( n52 metallic ticking noise) & it seems once the engineer came to the dealership the decision was made to replace my entire engine.
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      05-28-2010, 07:54 PM   #5
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Try Beverly Hills BMW, their sales people are pure vermin but their service department is actually pretty good.

Jeremy is the shop foreman over there.

Also try Nick Alexander Imports, they've been taking care of my cars for over 12 years.

Santa Monica BMW should be burned to the ground.
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      06-19-2010, 07:10 PM   #6
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Quote:
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I don't know much about Santa Monica BMW but they were very arrogant when we tried to negotiate a fair price on his car.
look at where you were trying to purchase the car: Santa Monica. People have a feather stuck up their a_ _ holes, and walking around with their noses up.
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      08-08-2011, 05:49 AM   #7
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South bay BMW was much better. I don't know much about Santa Monica BMW but they were very arrogant when we tried to negotiate a fair price on his car.
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      08-08-2011, 12:02 PM   #8
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damn thats crazy, if its not too far from you, you can try hitting up Alex Caicedo @ South Bay BMW... Great guy to deal with and he'll make sure all your problems are fixed!
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