[Qainuh]

My message to the dealer a week after I picked up my F10:
Got the call from BMW UK as you mentioned. Gave you a good score, mainly 4s and 5s out of 5.

Response:
"The only problem with marking 4’s is you might as well given me a 1. They only count if it’s a 5 so the 4’s you have given me will not be worth anything. That’s why I did ask and you did say you would mark me 5’s. Even though all the questions are not about me I am scored on all of them. I went out of my way for you and you even got a discount on the car that no other customer has ever had!! I feel really disappointed you wouldn’t mark me any less than a 5! I went out of my way for you."

1. Didn't realise 4/5 is a bad score... and a 4 is the same as a 1.
2. Never agreed to give him all 5s, agreed to give him a "good" score.
3. Went out his way for me?
- I got a test drive: Wow
- 11 week lead time: Wow
- Best deal ever: Wow.... I had the deal lined up with another dealer and he price matched him. Guess he did me a favour.

[xenon]

Which dealer?

[Qainuh]

Sytner

[Mud]

Well reply and tell him that. Not your issue.....

[Qainuh]

Originally Posted by Mud

Well reply and tell him that. Not your issue.....

Already did! Was just surprised to get such a response. Did your dealer try to influence your feedback to BMW?

[bobblehead]

^^ Alll the time. Even when doing a simple oil change. Service Advisor always asked for 'top' mark for his service on the survey.

[Qainuh]

I wonder if they get 5s they will get more commission, that's the only reason I can think someone would get so touchy to get a 4/5.

[bobblehead]

As far as I know, the rewards for '5' is monitored & evaluted by BMW head office of that country, in turn, prizes, such as trips & monetary rewards are given out annually by BMW.

That's why if you give score '4', that sales guy is already 1 point behind another sales guy.

[Jon D]

Originally Posted by Qainuh

Sytner

Which Sytner branch?

[xenon]

I gave my dealer all 5s as he explained anything less than a 5 was worthless. In my case I was quite happy to do so as he really did pull out all the stops for me.

[Qainuh]

Originally Posted by xenon

I gave my dealer all 5s as he explained anything less than a 5 was worthless. In my case I was quite happy to do so as he really did pull out all the stops for me.

At least your dealer had the sense to ask for all 5s... he didn't say simply "give me a good score". The thing is I would have given him 5s if he explained like your dealer, even though I can't say he pulled out the stops.

[Qainuh]

Originally Posted by Jon D

Which Sytner branch?

London

[Captain Chaos]

You do wonder if BMW think it's a good system. We just scrapped a system like this at work for the customer-facing staff, primarily because it was blatantly obvious that everyone was asking for top marks so it was a worthless exercise for reviewing.

Also makes you wonder how naive that sales guy was for mailing you that, especially as it was fairly confrontational, first thing some people would do is forward it on with a complaint. Although given the above that may not make any difference to BMW..

Either which way, sounds like you got a decent price and you've now got the car, so put it behind you and you can enjoy the drive while he counts his 4/5s..

[Mud]

Originally Posted by Qainuh

At least your dealer had the sense to ask for all 5s... he didn't say simply "give me a good score". The thing is I would have given him 5s if he explained like your dealer, even though I can't say he pulled out the stops.

Why would you give him 5s if you dont think he deserved it?

This whole thing is a joke. BMW think their dealers are doing an amazing job as all the feedback is coming back as 5s because the sales guys are almost demanding we give them the top score.

[Qainuh]

Originally Posted by Mud

Why would you give him 5s if you dont think he deserved it?

This whole thing is a joke. BMW think their dealers are doing an amazing job as all the feedback is coming back as 5s because the sales guys are almost demanding we give them the top score.

Good point and agree... guess it's called pity.

[Mud]

Oh and I also think the salesman himself should not be able to see what his ratings from customers were.

[xenon]

You can elect to make your survey confidential as I recall. I certainly would not have been pressured into giving good marks if I didn't think the dealer deserved it.

[JOHNBMWM5]

Originally Posted by Qainuh

Sytner

Well if Sytner did you a deal you were LUCKY I found them crap along with many others. Listers were the only place to go for me until now.

[BGM]

Originally Posted by Qainuh

London

rofl, again.. which one

[Anneka @ Sytner]

Hi Qainuh,

I hope you don't mind that I've sent you a PM for some more specific details in relation to this post.

I'd be interested to know who this person was and why they felt that the email sent was appropriate.

Thanks in advance,
Anneka

[Matt01]

Originally Posted by Anneka @ Sytner

Hi Qainuh,

I hope you don't mind that I've sent you a PM for some more specific details in relation to this post.

I'd be interested to know who this person was and why they felt that the email sent was appropriate.

Thanks in advance,
Anneka

That's brave someone from
Shitner sorry sytner waiting feedback.....

[Qainuh]

Originally Posted by Anneka @ Sytner

Hi Qainuh,

I hope you don't mind that I've sent you a PM for some more specific details in relation to this post.

I'd be interested to know who this person was and why they felt that the email sent was appropriate.

Thanks in advance,
Anneka

Sorry Anneka... I haven't been on here for a while so only read your message today. I've replied to the PM. Yeah, still hard to believe he would put those comments in writing, obviously not interested in getting future business.