Not so thrilled by AB's service

[peanut]

My service indicator lighted up recently. So I was trying to call AB Glemarie to schedule an appointment. Due to my schedule, I called them at about 4:30pm and the darn IVR just keep on asking me to press 1 for service appointment. After so many tries and finally some warm bodies picked up the phone after 5pm.Then they asked me to call back tomorrow to schedule an appointment! At least they should take down my number and have their people calling back tomorrow. I think this is substandard service for a company which is selling premium cars.

 

[BlackE90]

Peanut, AB must be thinking you are what your nick is....hahaha.

I have just posted my positive opinion about Ingress....the link ;
http://www.bmwclubmalaysia.com/forums/showthread.php?t=20831&page=2

You can call them now, they are off work at 7pm.
Here's the number : 03-7721 2288 (Surely no machine answering your call & instructing you to press "1"). LOL.....

Chrees bro.

 

[Schwepps]

I have had several disappointing contacts with AB recently and have voted with my feet. But at the same time, I recognise that it's not easy for them to cope with a mass exodus of their best people. It was a good move by BMWM to give owners a choice by adding Ingress and Sapura to their dealerships. It's a tough world these days, customers will vote with their feet.

 

[Juan Powerblow]

I have had several disappointing contacts with AB recently and have voted with my feet. But at the same time, I recognise that it's not easy for them to cope with a mass exodus of their best people. It was a good move by BMWM to give owners a choice by adding Ingress and Sapura to their dealerships. It's a tough world these days, customers will vote with their feet.

Schwepps, I echo your sentiments exactly. Why are so many ppl still buying their cars from AB or depending solely on them? I'm guilty of this too but have now learnt that sales talk and aftersales talk are completely different things! So, the way I see it and will put it to my long time SA @ AB, unless they improve their Aftersales, I ain't buying another car from them. Now, imagine if everyone does the same, that would get their attention!

In my opinion, Ingress has done it right. Their Aftersales is top notch at the moment and I hope they get the well-deserved sales!

 

[paulpaul2]

AB! :68::68:

http://www.bmwclubmalaysia.com/forums/showthread.php?t=20317

 

[Schwepps]

Why are so many ppl still buying their cars from AB or depending solely on them?

Maybe because they still have most of the stock due to their scale?

Give them some credit: Sime Darby owns AB, and BMWM is a JV between BMW AG and Sime. Yet BMWM appointed Sapura in 2006 and Ingress in 2007 to compete directly with AB, and stocked with people they (AB) trained and brought into BMW. I got pretty angry with some transactions recently, but I think we should also cut them some slack and not slander them unreasonably.

Guess what I predict? If more and more of us migrate to IA and SA, their service standards will also drop. Right now if you go to IA, it's very empty. Sure they've got all the time in the world to chat with you and play nice-nice.

 

[astroboy]

I suspect over crowded situation, on top of the quality staffs being pinched away.. it happens to Toyota, over Honda and Nissan being the less busy among all SCs, so far not too many complaint in Nissan over the other 2 JDM SCs.

 

[bimmerdude]

what i dont understand is, how difficult is it to answer the phone promptly and direct my call to the relevant person? out of 10 tries maybe 9 times i get the "sorry the ext is busy, plse leave a message and we will get back to you".
it's PURE LAZINESS. i have observed how the receptionists work. they dont bother to get their ass off their seats and actually try to help find someone. i asked them once, and they point to their colleague sitting at the other end of the room and say, "oh its their ext so they have to answer la".

 

[paulpaul2]

If business good and cant handle , hire more people la!

If cannot affort service so many cars a day , please close ur workshop n quit BMW dealership!

i really hate the excuss, U are selling the car please give the better after sale service and not a bunch of rubbish excuss! MONEY who earn? when earn money that time never say anything? we are spending our hard earn money to buy a car and not a vagetable ok!

 

[Juan Powerblow]

Guess what I predict? If more and more of us migrate to IA and SA, their service standards will also drop. Right now if you go to IA, it's very empty. Sure they've got all the time in the world to chat with you and play nice-nice.

That might be true but I have had a long chat with one of IA's founders who also happens to be one of the most on-hands guy and he attributes IA's success to the processes he learnt while taking time off (6 months) to work and study how they do things in a huge BMW dealership overseas.

I can't list everything he said to me in detail here but I do know from my relative time at the workplace that having the right processes can make all the difference. Just one eg. IA's technical and front line service staff don't go out for lunch. This is served in a staff cafeteria at staggered hours so that there is always someone to attend to you. Why like that? He learnt that when technicians go out for lunch and don't come back on time, you might not get back your car on the same day or within the timeframe promised. I was encouraged to here this cos at AB, I heard stories of how their technicians "disappeared" to attend to other private workshop's customers and make money on the side.

This might seem inhumane but IA has also made the necessary sacrifices by footing the bill for staff lunches. Ultimately, all this is done to serve the customer's interest. Now, this is a great attitude to have, ain't it?

 

[bimmerdude]

That might be true but I have had a long chat with one of IA's founders who also happens to be one of the most on-hands guy and he attributes IA's success to the processes he learnt while taking time off (6 months) to work and study how they do things in a huge BMW dealership overseas.

I can't list everything he said to me in detail here but I do know from my relative time at the workplace that having the right processes can make all the difference. Just one eg. IA's technical and front line service staff don't go out for lunch. This is served in a staff cafeteria at staggered hours so that there is always someone to attend to you. Why like that? He learnt that when technicians go out for lunch and don't come back on time, you might not get back your car on the same day or within the timeframe promised. I was encouraged to here this cos at AB, I heard stories of how their technicians "disappeared" to attend to other private workshop's customers and make money on the side.

This might seem inhumane but IA has also made the necessary sacrifices by footing the bill for staff lunches. Ultimately, all this is done to serve the customer's interest. Now, this is a great attitude to have, ain't it?

i am not surprised if the overseas dealership u mentioned is in germany. sounds like German efficiency to me.

 

[peanut]

%@#$#%*&^^! They asked me to call back today. I tried to call them including the number they provided to me and yet nobody picks up the phone again. I am damn pissed why it is so difficult to schedule an appointment with AB.

 

[soorian]

Bro..Try Segambut AB @ 03-62518897 , i service the car there. so far so good.

 

[David Yong]

I think it's better for you to just give a call to Ingress and have your car there to do the service or repair.

 

[cempaka]

Gotta agree with Juan, there are no excuses for service like this. The guy just wants someone to answer his phone call!

Why should customers have to feel sorry for and make excuses for a company that's raking in their money by the truckload? Too many customers? expand and hire more staff. Staff getting pinched? hire and properly train new staff, and make changes so your staff won't want to leave in the future. Staff underperforming? Warn, retrain, then if not fixed, sack them. It's all about how you manage it. IA's cafeteria idea for instance, is brilliant and elegantly solves a major efficiency problem.

Many dealerships abroad move way more cars than AB/SA yet manage to avoid the constant incompetence demonstrated by these franchises.

 

[mummygohan]

Very surprised that AB glenmarie today served spaghetti & meatball. Went there to enquire about the Mini Cooper.

 

[mikeyew]

Very surprised that AB glenmarie today served spaghetti & meatball. Went there to enquire about the Mini Cooper.

They knew that their services sucks and that's why they need to provide better food to entice customers?:stupid:

I've heard a lot about their level of service before I bought my car and I did not take it seriously until I've experienced it myself the 1st time, and that was the last time too. Now, I rather go to IA eventhough it's slightly further for me. At least I will get some decent service there.

 

[BlackE90]

Mikey, have you resolved your minor problem at Ingress?

Did you try their cheese cake & fresh brewed coffee? Nice ya...!

 

[racheltoh]

i dont mind free lunch at glenmarie ab...
how do i get myself into their list???

btw, ingress has solved all my car problems. *relieved*

 

[BlackE90]

i dont mind free lunch at glenmarie ab...
how do i get myself into their list???

btw, ingress has solved all my car problems. *relieved*

Fren, lots of us are shying away from AB, & you wanna get yourself on the list for a free lunch???
You alright ar...?