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BMW 3-Series (E90 E92) Forum > BMW E90/E92/E93 3-series General Forums > New & Preowned BMW Ordering / Pricing / Tracking Information Forum (including European Delivery) > BMW Dealer Reviews + Ratings Forum > How long does it take your CA to reply to your e-mails?



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      06-23-2006, 11:40 PM   #1
zz25
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How long does it take your CA to reply to your e-mails?

I first began corresponding with my CA a year ago. I knew it would be a while before I ordered my car, for several reasons, and let the CA know that. In the meantime, after several test drives, I e-mailed him a bunch of times over 6-8 months and he always responded back that day or the next day. When I finally put down my deposit in April and ordered my car, all of a sudden it takes at least a week to get a response to an e-mail. I am in a position where I can't make regular phone calls (I am overseas), so e-mail is all I have. The first few times he apologized for the delayed response, saying it was really hectic at the dealership. The last e-mail I sent, I asked for an address to mail my down payment to, and a date that I needed to pay for the car by (I am doing PCD immediately after returning to the US so I have to do everything via mail and e-mail). It's now been 10 days with no response. I can't help but make the connection that it was important enough for him to respond quickly when he was still trying to earn my business, but now that I am on the hook so to speak, customer service goes out the window. Any ideas on how to handle this or is this normal?
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Last edited by zz25; 06-24-2006 at 09:06 AM..
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      06-24-2006, 06:29 AM   #2
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Kind of the same happened to me.
I did 3 things:
1) increased the frequency of my emails. I re-sent the same email reminding him that he/she is yet to reply.

2) began to send him emails and cc his/her boss.

3) on one email, I mentioned that if he was too busy, maybe he should
refer me to someone that would be able to respond quickly.
I also mentioned that his lack of response to my emails was hurting
the quality of service and that I would not be able to give a good review
in that famous survey.

That took care of things for me.
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      06-24-2006, 11:30 AM   #3
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Talking taking too long...

Could be that you are just really excited and want things done quickly. It is a bit too long (10 days), but it seems you are pretty much done with your order.

The prior poster seems to be in line with ideas to get this person motivated.
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      07-01-2006, 08:17 AM   #4
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Quote:
Originally Posted by zz25
How long does it take your CA to reply to your e-mails?
Usually a few hours.
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