jeffphan
Club Guest
- Joined
- Jul 25, 2006
- Messages
- 66
- Points
- 8
AB Malaysia:
After reading almost everything in this post, it sounded like what AB did was plain unacceptable and served nothing good other than damaging BMW’s customer service reputation, and the many fine cars they produced of course. I really feel your frustration as direct victims, not to mention the time lo$$ from work. The whole point is you just need them to pay attention, listen, and fix everything under warranty with a sense of professionalism as expected from dealership of this caliber. Besides, it doesn’t cost them a dime from warranty work; only keep them busy and to bring a happy customer back. About the looting of customer’s car, maybe a pre-hire background check of employees would help….depending on AB business strategy. Otherwise, that’s going to happen anyway…sad to say.
US BMW Dealer:
As comparison, my experience with a few authorized dealers here has been outstanding, from timely service, attitude, personal hygiene (use of deodorant included), warranty service, an even out of warranty grace period complimentary replacement where necessary (at the discretion of the service manager…and YES he has the authority to warrant such claim). Of course, there is this courtesy loaner car, which is the best part if they have to keep your car for more than a day. They don’t care if you drive an old junk (like my previous E28), entry level car (like I do) or a top of the line “M” cars, rest be assured that you’ll be treated the same, or almost. Some fine examples are:
- Replacement of entire speedo cluster after noticing 2 dead pixels (FOC under warranty).
- Replacement of water pump (with complete coolant flush) after minor coolant seepage was observed at the gasket during Inspection II (FOC under warranty).
- Complimentary replacement of lower thrust arm assembly (FOC 2 months after warranty expired).
- Replacement parts are OEM and brand spanking new, unless BMW doesn’t make them anymore and they will source a good rebuilt unit.
I’m not sure what is the BMW new vehicle warranty in Malaysia, but the standard BMW North America warranty is 4-yrs/50k miles, whichever comes first. After that, you can get the extended 100k if desired for a decent $$. Regardless, the same level of service should be expected from any BMW dealer worldwide.
What BMW Club Malaysia can do:
Get a petition and write to BMW AG to file a formal complain on the disappointment of the dealer(s) involved. If BMW care enough to produce great cars, the very least they can do is to listen and better still, revoking the license of rampant dealers. Include pictures if necessary to make a statement, including the toast E90 that started this thread etc.
Anyway, just my 2 cents and I hope this will bring a change to benefit die-hard fans like us. Even though it might not do anything, but at least you give it a shot.
After reading almost everything in this post, it sounded like what AB did was plain unacceptable and served nothing good other than damaging BMW’s customer service reputation, and the many fine cars they produced of course. I really feel your frustration as direct victims, not to mention the time lo$$ from work. The whole point is you just need them to pay attention, listen, and fix everything under warranty with a sense of professionalism as expected from dealership of this caliber. Besides, it doesn’t cost them a dime from warranty work; only keep them busy and to bring a happy customer back. About the looting of customer’s car, maybe a pre-hire background check of employees would help….depending on AB business strategy. Otherwise, that’s going to happen anyway…sad to say.
US BMW Dealer:
As comparison, my experience with a few authorized dealers here has been outstanding, from timely service, attitude, personal hygiene (use of deodorant included), warranty service, an even out of warranty grace period complimentary replacement where necessary (at the discretion of the service manager…and YES he has the authority to warrant such claim). Of course, there is this courtesy loaner car, which is the best part if they have to keep your car for more than a day. They don’t care if you drive an old junk (like my previous E28), entry level car (like I do) or a top of the line “M” cars, rest be assured that you’ll be treated the same, or almost. Some fine examples are:
- Replacement of entire speedo cluster after noticing 2 dead pixels (FOC under warranty).
- Replacement of water pump (with complete coolant flush) after minor coolant seepage was observed at the gasket during Inspection II (FOC under warranty).
- Complimentary replacement of lower thrust arm assembly (FOC 2 months after warranty expired).
- Replacement parts are OEM and brand spanking new, unless BMW doesn’t make them anymore and they will source a good rebuilt unit.
I’m not sure what is the BMW new vehicle warranty in Malaysia, but the standard BMW North America warranty is 4-yrs/50k miles, whichever comes first. After that, you can get the extended 100k if desired for a decent $$. Regardless, the same level of service should be expected from any BMW dealer worldwide.
What BMW Club Malaysia can do:
Get a petition and write to BMW AG to file a formal complain on the disappointment of the dealer(s) involved. If BMW care enough to produce great cars, the very least they can do is to listen and better still, revoking the license of rampant dealers. Include pictures if necessary to make a statement, including the toast E90 that started this thread etc.
Anyway, just my 2 cents and I hope this will bring a change to benefit die-hard fans like us. Even though it might not do anything, but at least you give it a shot.
