Scratches on our 135 after dealer service

[Rsully70sev]

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

[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.

[Vivek]

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

[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.

[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.

[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.

[deutschman]

Well, A few hours after I posted the FB and Yelp posts I took them back down again. Thought better of it.
I got a call from our adviser Tom today and we had a very friendly long talk about the scratches, and we both came to the conclusion that they happened before the service.
How ever he said I can take the car in any time before he gets off of work and he will have some one try and buff them out for FREE. So this does all end well.
Way to go Tom!

[KenC]

We both came to the conclusion that they happened before the service.

So they had them documented on their intake form?

[firefirefire90]

Well, A few hours after I posted the FB and Yelp posts I took them back down again. Thought better of it.
I got a call from our adviser Tom today and we had a very friendly long talk about the scratches, and we both came to the conclusion that they happened before the service.
How ever he said I can take the car in any time before he gets off of work and he will have some one try and buff them out for FREE. So this does all end well.
Way to go Tom!

what the fvck? Are you serious? How do you "both" come to this conclusion, when you know where the scratches are on your car. If I had scratches on a car, you know damn well I would know where they are.

Dude you just got hosed.

[IS300E30]

I did not read all the comments. I just read the first few comments that thought it came from the courtesy wash. That could of very well been the case and that is why I NEVER let a dealership wash my car. They see 100s of these cars a day. It maybe your pride and joy. But to them its just another car and they do not give a crap at all while washing it. No car dealership will be careful like the owners of the car.

They will drop a rag on the ground, pick it up and continue washing or drying your car with it.

[10Toes]

Sounds like Tom made you his bitch.

[Rsully70sev]

Sounds like Tom made you his bitch.

Did he buy you dinner before he fucked you?

[Rsully70sev]

They were not there before

we both came to the conclusion that they happened before the service.

Your a dick. You jeoprodised their/his reputation with your bullshit claim, (possibly) dodged a potential lawsuit, then own up to it that they were there before hand? CSB

[Stanley Rockafella]

sounds like tom made you his bitch.

+1

[SimplyDope]

Definitely not the outcome I expected...