Scratches on our 135 after dealer service

[jeffnhiscars]

Every dealership has an account called "policy service" where they can bill good will items to. There are limits but they know that from time to time stuff will happen and its easier and in every ones interest to try and make it right. Having said that I once ran a large RV dealership and I recall a customer coming in to complain that we delivered his trailer with empty propane tanks...7 months ago..lol. I knew I was being fleeced but the propane was cheaper than his big mouth wagging. We both knew it and he left happy.

When my 550i idled like crap when cold my dealer, who I knew very well told me they had to remap the engine for the change in fuel content but since he had no idea how long it would be they would make a lease payment for me.

These guys care but they are not stupid. At the risk of sounding cliche, you do get more flies with honey, especially when you know you cant prove your case...and by all means...do not judge them until you have given management an opportunity to "make it right". To do otherwise is not in your interest.

[smooth]

My response timed out and lost it but here's the nutshell:

the Facebook post is going to hurt your position. If you want to maximize your chances of it resolving in your favor then I suggest you wait for them to respond to you privately.

secondly, my buddy had a similar situation happen last year down here in LA. he had to throw some weight and anger around but they did eventually do him a solid. we drove to our SF conference in a new bmw with our gas paid for while they repainted his...he wasn't nice about it (because they tried to dodge responsibility) but he followed the chain of command.

[mr walker]

You're doing it wrong. Way wrong. Take that shit off of their facebook page. You've already admitted that you can't prove they did it, so you go and publicly accuse them? Are you serious? How in the hell can you expect them to work with you after doing that? They'll probably WANT to work AGAINST you, even if they fix it to keep you as a customer.

If you've never worked in the dealership world, here's a little fact: there is something called a "goodwill repair". You are moving in the opposite direction of this.

That really sucks your car was scratched, regardless of who's to blame, but you should seriously reconsider your approach. I think it's too late for that.

Edit: someone on the last page mentioned something about customer surveys. I'm going to speak from my own experience with Honda/Acura, I'm not sure how BMW handles these. Negative surveys can have a big impact on the service advisor, not so much in the dealer's eyes, but in BMW's. I would really refrain from slamming him in the survey unless he actually did the damage. It can really fuck his day/week/month up if you tear him apart for following company policy.

[Vivek]

They look potentially buffable. PM me if the dealer refuses to fix it.

[Exodus_2pt0]

We just brought our 2010 135i in for service this Thursday (2/9/12) picked her up the day after (2/10/12). Our service advisory was Tom Smith. He was very helpful and friendly and got us in and out quickly. All in all it was a great experience, and exactly what I expect from BMW. How ever there is a bad part to this story as well. On Saturday (2/11/12) I noticed that there were some new and ugly scratches right behind the drivers side quarter window that were not there before the car went in for service. It looks like the person who gave our car a wipe down had some small pebbles or sand in there cleaning cloth. I contacted Tom by phone and sent him an email with a picture of the damage. I hope we can work this out together. I know the burden of proof is on me as I did not point it out before I left and it technically could have happened after I left, but I know it did not. I have been driving only BMW's (1976 BMW 2002, 1991 BMW 318i, 1974 BMW 2002, 2010 BMW 135i) my whole life, I take great pride in my cars, and this is our first experience buying a car from a dealership. I hope this story ends well.

That's a dick move to go public before they even have a chance to make it right.

[Rsully70sev]

That's not only a asshole move, it's also libel.

[DREWHALL]

that's a real asshole move!

We get a few people a month claiming scratches on their cars at the dealership I work at. I know that 99% of the time it is noticed only because the people are looking extra close on their NOW clean car- they find scratches and such that have been there before. You cannot prove they did it-or are even 100% sure it was them, so why should they fix it?

I cannot see why scratches would be in a place like that after a service..........
really sorry about that though, just goes to show how much people don't respect each ther anymore.

This. I've worked on cars and had to go talk to the customer/service manager about scratches/dents that I 100% could not have produced in the time it was on my lift, or even the automatic carwash we have. Service writers are supposed to take note of any damage on the vehicle when it comes in but sometimes they are so worried about getting paper work done and getting to the next customer they skip that step. Like Mike said most of the time the cars are so dirty(not saying you) they don't notice the scratches until all the shit is wiped off of them. I work in the land of the cheap and bitchy though so YMMV. If you bitch enough they will give it to you if they are anything like my dealer. Do it in a respectful but firm way and don't flip your lid, that goes a long way at my dealer.

[mikeedler]

. You could possibly threaten to tarnish their reputation by going to every BMW forum you can find and posting the pics to try and get them to play ball with you :shrug:

that's a real asshole move!

We get a few people a month claiming scratches on their cars at the dealership I work at. I know that 99% of the time it is noticed only because the people are looking extra close on their NOW clean car- they find scratches and such that have been there before. You cannot prove they did it-or are even 100% sure it was them, so why should they fix it?

I cannot see why scratches would be in a place like that after a service..........
really sorry about that though, just goes to show how much people don't respect each ther anymore.

[ohthejosh]

Does Vlad work for BMW now?

It might have been the shipping company when they sent it to the BMW HQ for detailing.

[Rsully70sev]

That's awful, sorry to hear it man. Unfortunately you don't have a leg to stand on unless you have time stamped photographs before and after you brought it to the dealership. It also adds insult to injury you left-then noticed it. Their argument is solid with "it came in that way, or it happened once it left"...Hopefully they own up to it, but it's going to be pretty hard to prove. And forget about suing BMW, doubt that would go far. I hope they reconcile and acknowledge their mistake. Good luck sir...Didn't read the entire thread, but which BMW dealership was this?

[M3Philipp]

Does Vlad work for BMW now?

[ohthejosh]

Everytime I go to a dealership they do a walk around and check for damages before doing work. They didnt do that for you?

[SkiFree]

As for my dealership, protocall is each car is inventoried of damages at the time it arrives and is signed off on by a valet. That way we can refference what we caused or if someone is being deceitful(we almost always give benefit of doubt).

^

I was a service adviser at a Subaru dealership in Montana, needless to say lots of cars came in with scratches, it was standard protocol to make note of any scratches prior to taking keys.

On pickup the customer was supposed to inspect the car as well. Once the customer left, the dealership had no legal responsibility to fix any damage. Can't begin to count the times that someone would come in a day later yelling like crazy (looking for free repairs), only to show them that the damage was already there prior to the visit.

The times people came back in a few days later with 'new' damage were typically given a sincere apology. The ONLY time we fixed unrecorded damage after they left was when they approached us very politely, without being threatening. Those people made you WANT to help them (even if we weren't legally required to).

[devon.818]

Not reading all the posts.



I work for Lexus, we experience this a lot. If we damage a car, we fix it, and typically comp whatever service the customer was in for and do what is needed to make then satisfied. BMW, not so much. I've heard from BMW service writers about how they push it off or deny as much as possible.
As for my dealership, protocall is each car is inventoried of damages at the time it arrives and is signed off on by a valet. That way we can refference what we caused or if someone is being deceitful(we almost always give benefit of doubt).

You will likely get a customer survey in the mail or email. If you are unsatisfied the survey will likely be bumped up to higher mgmt. And they will try to appease you.


As far as I see, if someone fucks up, they should fix it. It's most likely someone who wasn't even working on your car some how scratched it and didn't report it.

My .02

[e30rapidic]

IDK - looks too linear to be from a hand wash job. Something like a womans purse or a backpack scratches maybe. Possibly form someone parked too close to you and putting something in/out of their backseat.

Either way, it sucks and I hope you can get them cleaned up.