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      02-12-2018, 07:42 PM   #1
GregoryK
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BMW Canada

Finally received a call back from BMW Canada today. A senior person called me.
Gave them all barrels. Complained about the
- appalling customer service.
- the fact that the website still show the 2017 model and you can't build a 2018
- I told them that I have owned 6 BMW cars and service has been consistently poor.
- I asked them why all MINI's come to Canada without traffic on the Nav (American had it since 2014). Are they trying to save money?
- I told her Canadians are treated like second class citizens by BMW Canada. These are marketed as High End cars how about the customer service matching that.
- When something is wrong with the car under warranty it should be fixed straight away without having to get permission from BMW Canada. I've had cars sitting for weeks at the dealership before.
- I told the person that BMW Canada are considered a joke by most forum members of the largest BMW forum in the world

Please feel free to phone up, email or snail this organisation. We all deserve to be treated better.
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      02-13-2018, 07:23 AM   #2
hshot_rooke
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I don't get it, was there a specific issue you were displeased about or was it just displeasure in general at BMW brand?
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      02-13-2018, 07:31 AM   #3
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Don't feel like your alone. The brand service sucks in the US too.
Still annoyed at my last trip to the dealer when they brought my car back with a curbed wheel
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      02-13-2018, 07:54 AM   #4
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Quote:
Originally Posted by hshot_rooke View Post
I don't get it, was there a specific issue you were displeased about or was it just displeasure in general at BMW brand?
Why can't they keep the web site current....at the very least...right?
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      02-13-2018, 06:20 PM   #5
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Agreed. Picked up my MY18 on December 16th, then Jan 1 they run the Track day Incentive for cars bought in January. You think that BMW Canada would see to kick me the incentive?? No way. Flat "No." Fine...I get it, I picked up my car in December...oh but did I mention it was 431 days after I put my deposit down? I mean, I'm not going to lose any sleep over it, but kind of cheap if you ask me...especially since I had to pay MSRP for this car...which I have NEVER done on any of my previous cars. Don't expect any sort of "service" from them. They don't give a flying fart about anything but the bottom line. We're just numbers on a spreadsheet at the end of the month. Corporate stooges.
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      02-13-2018, 07:59 PM   #6
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This m2 is my first BMW and will be my last. I too feel bmw /dealers only care about their bottom line. I've much better experiences with cheaper brands.

Bothers me enough that I'm not enjoying the m2 and can't see myself with long term ownership as I initially planned. Great car, terrible brand in my limited experience.
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      02-13-2018, 08:12 PM   #7
GregoryK
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And on top it they treat the people who allow them to make money like crap, make terrible purchasing decisions and have little to know product knowledge.
Years ago I did a tour of the Harley Davidson factory. My step father is a robotics engineer and i went with him. What struck me was the number of motorbikes in the parking lot and walking around the factory that everyone was enthusiastic about the product and bikes in general. It was really cool the caring and passion.
I get exactly apposite from BMW Canada they take a decent product and make you not want to buy it because that could not give a f___ about the product or their customers.
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      02-13-2018, 09:27 PM   #8
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What happened lol?

I had good service from my dealer.... For now.
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      02-13-2018, 11:39 PM   #9
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You can add to the list the ConnectedDrive app from 1999 we have in Canada lol.

Festivus for the rest of us.
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      02-14-2018, 08:17 AM   #10
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Well...

I had a good (I mean good) SA from my purchase of F80/F26/ now F87. I have become a good friend of him and my parents now plans to buy 640i GT from this friend soon. Passion on car that he has brought me more into and he did care about the "service" meaning that he was very prompt and treated me like I should be from the very begining to the end. Very good experience.

Now talking about the "Service Department"... Yeah.. You gotta pick the right dealer. (Heard Pffaf is good as well as Maranello, as far as I heard those two are okay dealers in GTA.. Dont know anywhere else in Canada) They dont even bother to listen to you... and even my service advisor said "If you want to do some installation of parts that you purchase... dont go through these guys as they are not really "BMW Specialist but just mechanics from 3rd party agency that covers the weekend.. Do not do your service on Sat" And I follow his advise.

It is indeed true that they do not have "good customer service" in gerenal. If you had a chance to call BMW Genius... They are far beyond than using word "better" than anyone you can find at the dealership.

Well... It is what it is.. at the end. I figure I am not gonna be the one to change this whole thing but if there is anything i can help to make it better I am down because I love BMW cars.....
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      02-14-2018, 12:27 PM   #11
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what happened that is causing you to complain?

I don't think BMW Canada matters as much as going to the right dealer with the right people.

BMW Canada sent me a bunch of freebies couple years ago because they used my photo for their instagram. I thought that was nice of them.
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      02-14-2018, 02:33 PM   #12
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I am not 100% sure how the whole process works but I think BMW decide what choices we have with the builds of the car. They put together the packages that we can order through our dealers or on line (if they could bother to have that car model updated or loaded).
If we have a problem with our dealer we go to them to sort it out.
They provide finance and set the prices
They decide on the incentives to sell the cars.
They determine all the stuff we are not aware of like the wholesale price etc.
They also determine the floor plans and dealer incentives- like "buy 10 get 3 free" and so forth. If you ever thought the dealer pays 9% under list and build those BMW buildings and makes a profit - forget it. It is not what it seems.
Ultimately they are responsible - if you take your dealer to court over something about the car they show up with the BMW lawyer.
So like that.....
Some dealer are great and some are not. One thing about BMW is the Canadian franchise is consistently a bad joke. Just wait till you burnt a clutch in the first 15,000 kms and your dealership has to get BMW Canada to sign off on the warranty replacement....or no-one can hear your on your Bluetooth phone....and BMW Canada says that is the way it comes from the factory! or you drive around with the transmission jumping out of first gear and no one can figure out what is wrong on your 3 week old car. Why do BMW Canada make you wait 3 months before allowing the Dealership to replace the gearbox?
The people that answer the phones clearly are a "service" that have no product knowledge and zero interest in cars. Aren't BMW selling enough cars to pay locals that love cars and people.....owe no that would cut into their profit.
So write in when you have a problem - expect more - you deserve it as it was is your money.
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Last edited by GregoryK; 02-14-2018 at 07:18 PM..
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      02-14-2018, 08:49 PM   #13
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Same sentiment here. In the past, BMW dealers made customers feel special and taken cared of. I remember autoshows of long ago, they encourage BMW owners to lounge in their private area and enjoy free snacks and beverages.

Nowadays, BMW owners are treated like they own Corollas going in for service at Canadian Tire.

I've had the opportunity to "complain" to one BMWCA executive at a BMW event and he did appreciate my candid feedback of the dealership experience. He said that BMWCA is aware of some issues however these dealers hide behind the dealership model and the protection of the dealership association. The manufacturer and dealership relationship has gone too convoluted that the customers are being squeezed in the middle. In the near term, changes won't happen.

This is what makes the Tesla ownership experience very attractive. The company really cares about the customer... period.

Last edited by CanadianDriver; 02-14-2018 at 09:00 PM..
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      02-15-2018, 07:02 AM   #14
GregoryK
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SD could not agree more. You pay for Business and get coach.
BMW Germany - needs to set more than architectural standards for the dealerships and the country franchises. I get they make 3 or 4 thousand vehicles a day now..... my opinion is that they will do what they can get away with.
Think about VW. Too big to let fail! That is BS. VW should have been shut down for what they did...but then again that would have made BMW even less responsive to their customers because there would have been no competition.
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