Anyone else have a bad experience at Bimmerheads?

[noid]

Its dangerous to normalize indefinite lead times; people will always have different interpretations of what 'busy' means.

I think there are lessons learned for both sides here.


For the shop: Try to be clear and concise on a lead time. During extremely busy periods take whatever you think the worst case lead time would be and 2x it.

Alternatively, as hard as it might be, just outright decline the work if you can't provide a lead time.

Take every measure possible to meet the lead time you do set out.

For the client: Be firm in getting a hard commitment date from any shop you hire and don't provide leeway. Expression of leeway in any shop environment is going to mean your project will be put on the back burner, because frankly, the noisy wheel gets the grease, and you're likely to get leap frogged.


I think we all get that there are supplier delays, shipping delays, labor shortages etc, etc, etc, but it all boils down to lead times (fudge factor built in) and effective communication therein.


Whats most unfortunate here is that this was entirely avoidable.

[lukeADE335i]

Given the current situation, I don’t think anyone is ‘normalising’ indefinite lead times. It’s just that with supply chain issues etc. stuff is taking a lot longer than previously. The ‘just in time’ approach that has been the basis of business for the past 20 years or so has completely broken down. If you have a supplier who saw this coming and pre-emptively ordered 6-months worth of stock last year you’re golden, but most didn’t.

Case in point - I’m an artist that makes tech installations for galleries and museums. I had an installation that broke in November due to the failure of a minor (but critical) part that normally I would have fixed in around 3 hours including sourcing the part. The installation is critical to the reputation of my business as it’s at a major stadium, so fixing it was certainly a priority. It ended up offline for 4 months due to parts unavailability, world wide. Not only was the part itself unavailable, but all viable alternatives were also unavailable! The stadium didn’t get heated as they knew that complaining would have made no difference and pinning me to a date was futile, none of my competitors could have done the work any quicker either and it was likely they would have been even slower and more expensive as they are unfamiliar with the work + it has been installed for 7 years and required the least maintenance of any of their museum installs so I have a good reputation.

We’re now working on a tech upgrade for the installation and ordering double the equipment needed to put in storage as who knows if or when all of this is going to end.

[varg]

Alternatively, as hard as it might be, just outright decline the work if you can't provide a lead time.

My local machine shop is doing just this right now. They took my Crank since it's a small job but said give it a couple of weeks when it's normally a same week kind of job.

[GarageBound]

I have found great insight focusing on the "why" and not just the "what".

To the OP's defense, likely under 30, has spent the last third of his life getting conditioned to expect immediate feedback and short wait times for most anything. The internet, smart devices, software programs, industries continually optimizing their supply chains have all contributed to the building of this expectation. Secondly, as generations grow more entitled, thinking primary of themselves, lacking emotional intelligence, seem unable to understand the "why" let alone predict it.

To the defense of BHs, indefinite means just that. It cannot be defined. Anyone who has bought anything in the last 18 months from toilet paper at Costco to a new car from a dealership, has experienced that things are not normal. In the end, you performed work and provided diagnosis and did not charge the customer. You denied an expedite fee showing that you are fair and do not let customers buy themselves to the front of the line. Is shows integrity.

Lessons learned?

OP you received a free trip across the bridge that you just burned. You will spend more time and money finding others. If you think about the "why" you might realize that specialty vendors/service providers may be backed up because they are in demand for a good reason or are subject to the current state of supply chain and out of their control. Think before you act.

BH - When a prospective customer offers to pay an unsolicited expedite fee, it points to the character of the person. From that, it is ok so simply say some people should not be BH clients.

Matt - I contently waited 3 weeks last month to get my E30 in for 2-3 hours of work with parts in stock and I will contently wait again to bring my BMWs back to your shop. You have always been professional and friendly, with expert advice.


Cheers,

[2mAn]

I was chatting with a fella at the E30 gtg this past Friday and he mentioned its been 6+ months on waiting for his head from the same shop... He seemed annoyed, but kinda "it is what it is" feeling

[MR 325]

I appreciate the replies of those who do understand that not everything in this world provides instant gratification. I myself have waited months and months for various specialty parts over the years. Instead of being upset with the wait time, I am grateful for those people who make those parts. It's unfortunate because we have SO MANY happy customers out there but only the upset are ever heard.

People personally attack our business and our character as if we're criminals. People call us greedy. How ridiculous! Maybe people don't understand the sacrifices we've made to build this business and the reputation it carries?! This is not a game to us. Our parents did not fund this business. We have worked very hard to get where we are and we still have more to go.

In a perfect world we would have everything in stock and available at all times and cylinder heads would take a day to build. Of course we'd want that, right? We don't make any profit when rocker arms aren't in stock. It's just common sense. Unfortunately we are not living in a perfect world. We are all doing the best we can.

I encourage anyone who ever has an issue with us to reach out directly to our email so that we can help.

[2mAn]

I wouldnt stress it too much Matt. Those who understand will see what this situation for what it really is, and those who dont arent customers you'd want to deal with anyways