My buying experience in Auto Bavaria Glenmarie
- Thread starter takwee
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Actually, I later found out that my Sales Exec was also the top rated one at PML for many years in a row - frankly, it didn't come as a surprise to me, given how well she's served my wife and I for so many years. People get to the top of their game for a reason - and people stay at the very top of their game through sheer determination and hard work & dedication.
A good sales agent really makes the ENTIRE buying experience a special one - and keeps the customer coming back for more!
A bad one sullies the experience & worse, tarnishes the Brand of the car as well!
A good sales agent really makes the ENTIRE buying experience a special one - and keeps the customer coming back for more!
A bad one sullies the experience & worse, tarnishes the Brand of the car as well!
saat
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Although the experience I have had with the service center of AB was nothing short of frustrating up until recently.
With exception to my first experience with AB, all experiences after that with the Sales personnel have been nothing but good.
My first contact with AB was in 1996 and that was with a very popular old lady at the old AB Sales office near the Federal Highway. She turned me off. She bo layan me probably cos I was wearing shorts and sandals. I felt she does size up potential buyers and in my case, she figured me out dead wrong, from what you will gather following.
A few days later, me and the misus dropped by the JB branch and was well received and served for by the sales person Sharifah. We were so impressed with her that we unhesitantly put down on an E36 328i. Sadly she left soon after.
In 2000, when it came time to change, I went to AB and was served by the old man Hassan Low. I bought an E39 525i from him. Hassan started a friendship that lasted till today. I also added an E46 318i during this time. He has since retired but we sometimes meet and talk.
When Hassan retired, he passed me on to another popular female SA but I guess she felt that I was not a good sales potential for reasons best known to her. To quote from Vivian Ward in Pretty Woman - "Big mistake. Big. Huge!..."
However, since 2007, me and my missus are served by Shiela Razak, the voice you hear on the AB's AVR when you call them. She will always have time for us, if not just to say hello when we drop by and whenever we call even when she is not at work. She has always returned our calls she she cant answer her phone. She will ensure that we are invited or informed of any AB events. She does go out of her way to attend to our extra requests. She has always been polite with me, my missus and my dotter. She has always shown her utmost respect us two old fogies and gave us her undevided attention. We are very happy with her such that my entire family are now served by her. For that she has been rewarded by the purchase of 5 E90's, 1 X5 and 1 Mini Cooper (this does exclude my other contacts that I have recommended to go to her). I have never had problems with delivery dates. I must add that I am not accorded the attention because of the number of purchases but rather the number of purchases is the result of the good relationship we have had with her. This is one of the fundamentals of CRM. Keep your Customers happy and they'll keep coming back to you.
AB policy does not allow the SA to "top" up or pay anything out of their pocket to prevent undercutting between SAs. One SA was dismissed because he fought for the client to get additional discount. So I will not say anything about it for fear of puting them into trouble and put others in envy.
I have gone to Ingress and was not impressed.
I also am neighbor to and friends with Roland of Quill. His sales personnel are good and professional. But because of the long relationship with Shiela of AB, I will go back to her.
So go figure it. Just dont get me started with AB Service Center.
Go ahead and name the person, cos me and namidub have.
With exception to my first experience with AB, all experiences after that with the Sales personnel have been nothing but good.
My first contact with AB was in 1996 and that was with a very popular old lady at the old AB Sales office near the Federal Highway. She turned me off. She bo layan me probably cos I was wearing shorts and sandals. I felt she does size up potential buyers and in my case, she figured me out dead wrong, from what you will gather following.
A few days later, me and the misus dropped by the JB branch and was well received and served for by the sales person Sharifah. We were so impressed with her that we unhesitantly put down on an E36 328i. Sadly she left soon after.
In 2000, when it came time to change, I went to AB and was served by the old man Hassan Low. I bought an E39 525i from him. Hassan started a friendship that lasted till today. I also added an E46 318i during this time. He has since retired but we sometimes meet and talk.
When Hassan retired, he passed me on to another popular female SA but I guess she felt that I was not a good sales potential for reasons best known to her. To quote from Vivian Ward in Pretty Woman - "Big mistake. Big. Huge!..."
However, since 2007, me and my missus are served by Shiela Razak, the voice you hear on the AB's AVR when you call them. She will always have time for us, if not just to say hello when we drop by and whenever we call even when she is not at work. She has always returned our calls she she cant answer her phone. She will ensure that we are invited or informed of any AB events. She does go out of her way to attend to our extra requests. She has always been polite with me, my missus and my dotter. She has always shown her utmost respect us two old fogies and gave us her undevided attention. We are very happy with her such that my entire family are now served by her. For that she has been rewarded by the purchase of 5 E90's, 1 X5 and 1 Mini Cooper (this does exclude my other contacts that I have recommended to go to her). I have never had problems with delivery dates. I must add that I am not accorded the attention because of the number of purchases but rather the number of purchases is the result of the good relationship we have had with her. This is one of the fundamentals of CRM. Keep your Customers happy and they'll keep coming back to you.
AB policy does not allow the SA to "top" up or pay anything out of their pocket to prevent undercutting between SAs. One SA was dismissed because he fought for the client to get additional discount. So I will not say anything about it for fear of puting them into trouble and put others in envy.
I have gone to Ingress and was not impressed.
I also am neighbor to and friends with Roland of Quill. His sales personnel are good and professional. But because of the long relationship with Shiela of AB, I will go back to her.
So go figure it. Just dont get me started with AB Service Center.
Go ahead and name the person, cos me and namidub have.
Fwah, bro Saat is garang - no give face. Dun be shy, bro takwee - got good example to follow now: Name & shame!!!
But what bro Saat said is a crucial tenet that any sales exec should have memorized and committed to heart, and I quote:
:top::top::top:
I agree wholeheartedly. This is the SAME REASON why I kept going back to my own PML Sales Exec time and again, and will keep doing so in the foreseeable future (unless of course, BMW bloody starts making fugly lemons, haha!)
But what bro Saat said is a crucial tenet that any sales exec should have memorized and committed to heart, and I quote:
:top::top::top:
:top::top::top:
I agree wholeheartedly. This is the SAME REASON why I kept going back to my own PML Sales Exec time and again, and will keep doing so in the foreseeable future (unless of course, BMW bloody starts making fugly lemons, haha!)
is it a trend for AB? let me relate my story.
I too visited AB, but tun razak and sg besi (near my workplace) and had a horrible experience. My journey started in June/July, with AB Sg Besi. AB Sg Besi totally ignored me when I walked in at around 6... maybe nearing to closing time qua.... was not greeted by the lady at the counter (presumably the meeter-greeter person). Asked to be referred to a SA, and she just replied "all not around", without bothering to check. Worst of all, not courteous and never bothered to ask for my contact so that the SAs could call me back. Left the place in a huff!
Then visited AB Tun Razak one given Sunday in August. Same issue, not attended to when I walked in (was greeted by the guards though). Have to ask to get attended. Cut the long story short, after 2/3 visits to the dealership, arranged for a test drive. Number of times the SA were late for our appointment and not bothered to inform. Tested the 320i coz the 320d had a puncture, but at the end tested the 320d after a week, but the pressure error still shows on the idrive, so didn't push it.... Overall, I have the feeling that the SA don't seemed to be interested to do my biz, maybe I got a CHINA-MAN look and asking for freebies and discounts, and I was there in my flip-flops. but whatever I ask also all kenot improve.... best package ady.... During my visits to the dealership, was not served a single drop of water.....
Then I was introduced to Quill by our good Doc (BIG thanks Doc), and the experience was wonderful. Walked in and was greeted by the SA at the door (made appointment beforehand), showed me the cars in the showroom, went for test drive (320d, 320i, X1), and each drive took around 30 minutes. After the drive, had a long discussion with the SA, served coffee and cake, and I left without closing any deal. The SA was not pushy, and listened attentively. A few days later, she called me back as a follow-up, not pushy at all, took my time explaining my vast request (which she listens attentively again) and still no deal was done. She also assisted in getting best quotations for the trade ins for a few cars... I was being picky and difficult coz being an accountant by profession, would always want the best bang for my buck..
At the end, she got me a good deal for my trade in, assisted in getting the additional requests for a pre-reg, got a low interest rate package, and the usual freebies. It might not be as much as some other bros are getting, but I m getting exactly what I wanted. Hence deal closed. Paid my deposit and car collected 2 weeks after. She handles all my docs and stuff, and full attention was given. On delivery, she took her time to explain all the functions of the car and made sure that I understood all the areas before I left. Never for once in our appointments that I have to wait for her. Even when the new 5 yrs BSRI came up in Nov, I made a request to file a complaint and she would assist to followup the matter for me to BMW Msia, but at the end I did not pursue further coz I found out that its either 5 yrs BSRI or low interest rate...
Best thing is that, up to now after 3 months of ownership, she is still very helpful in terms of answering my queries (some damn silly thinking back) as a first time UDM owner.
So, another name for you all to consider, Ms Jacelyn from Quill.
Sharing is Caring!
BTW, with all the nego going on with Quill, the AB SA realised that I was not keen to sign with them, started asking about which other dealers I have visited, what kinda package I have been offered, and they can match the best offer I can get... I was dumbfounded by the "high" level of professionalism in wrestling deals! Just to show, the best package earlier was not the best they could do!
I too visited AB, but tun razak and sg besi (near my workplace) and had a horrible experience. My journey started in June/July, with AB Sg Besi. AB Sg Besi totally ignored me when I walked in at around 6... maybe nearing to closing time qua.... was not greeted by the lady at the counter (presumably the meeter-greeter person). Asked to be referred to a SA, and she just replied "all not around", without bothering to check. Worst of all, not courteous and never bothered to ask for my contact so that the SAs could call me back. Left the place in a huff!
Then visited AB Tun Razak one given Sunday in August. Same issue, not attended to when I walked in (was greeted by the guards though). Have to ask to get attended. Cut the long story short, after 2/3 visits to the dealership, arranged for a test drive. Number of times the SA were late for our appointment and not bothered to inform. Tested the 320i coz the 320d had a puncture, but at the end tested the 320d after a week, but the pressure error still shows on the idrive, so didn't push it.... Overall, I have the feeling that the SA don't seemed to be interested to do my biz, maybe I got a CHINA-MAN look and asking for freebies and discounts, and I was there in my flip-flops. but whatever I ask also all kenot improve.... best package ady.... During my visits to the dealership, was not served a single drop of water.....
Then I was introduced to Quill by our good Doc (BIG thanks Doc), and the experience was wonderful. Walked in and was greeted by the SA at the door (made appointment beforehand), showed me the cars in the showroom, went for test drive (320d, 320i, X1), and each drive took around 30 minutes. After the drive, had a long discussion with the SA, served coffee and cake, and I left without closing any deal. The SA was not pushy, and listened attentively. A few days later, she called me back as a follow-up, not pushy at all, took my time explaining my vast request (which she listens attentively again) and still no deal was done. She also assisted in getting best quotations for the trade ins for a few cars... I was being picky and difficult coz being an accountant by profession, would always want the best bang for my buck..
At the end, she got me a good deal for my trade in, assisted in getting the additional requests for a pre-reg, got a low interest rate package, and the usual freebies. It might not be as much as some other bros are getting, but I m getting exactly what I wanted. Hence deal closed. Paid my deposit and car collected 2 weeks after. She handles all my docs and stuff, and full attention was given. On delivery, she took her time to explain all the functions of the car and made sure that I understood all the areas before I left. Never for once in our appointments that I have to wait for her. Even when the new 5 yrs BSRI came up in Nov, I made a request to file a complaint and she would assist to followup the matter for me to BMW Msia, but at the end I did not pursue further coz I found out that its either 5 yrs BSRI or low interest rate...
Best thing is that, up to now after 3 months of ownership, she is still very helpful in terms of answering my queries (some damn silly thinking back) as a first time UDM owner.
So, another name for you all to consider, Ms Jacelyn from Quill.
Sharing is Caring!
BTW, with all the nego going on with Quill, the AB SA realised that I was not keen to sign with them, started asking about which other dealers I have visited, what kinda package I have been offered, and they can match the best offer I can get... I was dumbfounded by the "high" level of professionalism in wrestling deals! Just to show, the best package earlier was not the best they could do!
saat
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wobbles;695190 said:
True. When the E60 and E63/64 came along, I thot my long relationship since uni with BMWs was dead. The E90 brought it back. If Shiela leaves AB, if it is to another BMW Dealership, I may follow her but if it is to another marque, I will go to Quill.
saat;695194 said:
One of the hallmarks of a good sales agent is also their 'longevity' with a particular marque - to me, that shows a certain aspect of professionalism, not so easy to 'jump ship', just for the best commission structure, you know what I mean? I would imagine Ms. Shiela of AB has been with AB for quite some time now, as I'm sure Mr. Hassan has been as well. At least it's not a 'fly-by-night' operation - and the buyer gets a sense of security that, should $hit hit the fan, there's a familiar face that the buyer can turn to, for help.
actually i got my AB experience the other way round , i went to ingress ,but drove my wife asx that day asked about 520d and ask for test drive , was nearly ignored by frontdesk. maybe they think i am one of the mechanic or supplier ?. i dress in shirt + jeans . not suit and tie like the usual customer in the waiting lounge . after 10 ~ 20 min one sa come and offer me the the test drive. but experience is horrible i was given a 2km test track and was not allowed to change dynamic mode i was in comfort mode at all time when i want to test more mode , he say better not. cut story short , return the car , and basically he just tell me list price and thats it so tell him thank you and following day went to AB . Glenmarie but was service by AB KL/Sg besi SA.
Ong , and totally different experience , he asked ab to perform trade in price and freebies allocation if i confirm etc etc. but not pushy , return the following day and pay deposit. and i know he have to work extra hard on my case because of my fleet discount rate . good SA experience.
Ong , and totally different experience , he asked ab to perform trade in price and freebies allocation if i confirm etc etc. but not pushy , return the following day and pay deposit. and i know he have to work extra hard on my case because of my fleet discount rate . good SA experience.
dzuljazz2001
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Thank you for this invaluable feedback guys. Been following this thread since its started and rest assured We will bring this up to BMW Malaysia for their action.
What and how they gonna deal with this, is another matter. The point is, we tell them when things are not done right for them to improve. Personally, for wht ever the reason, we as the consumer shud not be taken for granted. Credit should be given when its due and bad service and attitude needs to be highlighted and address accordingly.
We will post updates soon.
Cheers.
What and how they gonna deal with this, is another matter. The point is, we tell them when things are not done right for them to improve. Personally, for wht ever the reason, we as the consumer shud not be taken for granted. Credit should be given when its due and bad service and attitude needs to be highlighted and address accordingly.
We will post updates soon.
Cheers.
gameover
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Amazing responses in just 12+ hours on this topic.
To add my own experience, I've had excellent service from Rajan at AB Sg Besi the past year of ownership of my E90 320d. No complaints unlike my experience in AB Tun Razak and Quill PJ so thumbs up from me.
To add my own experience, I've had excellent service from Rajan at AB Sg Besi the past year of ownership of my E90 320d. No complaints unlike my experience in AB Tun Razak and Quill PJ so thumbs up from me.
dzuljazz2001
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wobbles;695322 said:
:listen: ... Its the power of the CONSUMER guys .... all of us had a role to play in this ... hopefully BMW Malaysia and AB will see the light to this Complaint ... :top::top::top:....
DJH
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Let me share a bit of my experience. I called up AB and boy oh boy, they dun layan me and i thought i actually called a kopitiam as the receiver (a lady) sound so ceh-kai. Then i went there also they dun layan me. Heard about these but gotta to see to believe ma, k-poh me. Served me right.
Then I went to Quill, ok la but still lag behind compared to japanese make services. I actually had a horrendous experience with SA from Quill. If i tell all here, he will surely be fired. Anyway, the problem started in Nov last year and yet till now, the effect of what he did to me still exist now when I checked personally, a lot of the things he promised are actually not done and it relates to safety and security.
I had personally told the Head of Aftersales, BMW M'sia about the after sales services or actually the whole service experience for all their distributors but somehow no improvement done. Guess, they still think the brand will sell the car. No doubt but if they can improve it on par even with the japanese make service, i am very sure they can sell even more cars.
Then I went to Quill, ok la but still lag behind compared to japanese make services. I actually had a horrendous experience with SA from Quill. If i tell all here, he will surely be fired. Anyway, the problem started in Nov last year and yet till now, the effect of what he did to me still exist now when I checked personally, a lot of the things he promised are actually not done and it relates to safety and security.
I had personally told the Head of Aftersales, BMW M'sia about the after sales services or actually the whole service experience for all their distributors but somehow no improvement done. Guess, they still think the brand will sell the car. No doubt but if they can improve it on par even with the japanese make service, i am very sure they can sell even more cars.
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