Post by johnc on Feb 18, 2022 10:22:26 GMT
Why do dealerships all strive to race to the bottom?
There are two BMW dealerships in Glasgow, one owned by Douglas Park and one owned by Arnold Clark. I always used to use the Douglas Park dealership which was closer and more convenient for me. Previously it was called Henry Brothers and was a family owned and run franchise which always aimed to please the customer and I had no issues with them.
When my E92 was in for a rear brake pad change at Douglas Park, someone took it for a lunchtime spin and smacked one of the front wheels into a pothole or kerb - no-one said anything when I picked up the car but there was a wheel wobble which wasn't there when the car went in. When I took it back they denied all knowledge and told me I needed a new wheel (at about £600) because it was badly buckled and a tyre. I eventually got some discount from them but it cost me c£1,000 incl two new front tyres and a full alignment. They never saw me again.
I then used Harry Fairbairn which had (at the time) recently been acquired by Arnold Clark. The service I got was very good and generally I haven't had any complaints until more recently when, as a customer, I am beginning to feel quite a bit less important.
My car has occasionally shown a warning as I drive along which says "Engine Oil Level Unknown. Drive moderately and contact your service centre etc etc" When I stop the car and go through the oil level check it shows the oil is full. IThe car then behaves perfectly for the next 3 or 6 months when the message pops up again and the check shows it is full. Fairbairn's told me it wasn't an issue and that they would look at it when it was next in. They told me the last time it was in that they couldn't find anything and not to worry but it has now happened 3 times in the last 3 months and I managed to video the whole thing.
I phoned Fairbairns and they asked me to send over the video - I tried but their system would not accept it because it said the video was too large. I spoke to them again and the service girl said she would find someone with an i-phone and I could share it with them - she would phone me back - she didn't. I called back a couple of days later and was told again they would get someone with an i-phone and call me back - they didn't. I called back and asked if I could book the car in to have it looked at - apparently all the service staff were busy but they would call me back to book it in when they were free - they didn't.
I phoned again to book the car in and got through this time. However I was advised that the check would cost c£200 because it may not be covered under warranty. I asked what part of this error wasn't covered under warranty and was given a crap response that BMW don't always authorise these types of error as being a warranty claim! We'll see because if they charge me the £200 I will be going ballistic. Just to top it off, I have one small nick on a front wheel which I wanted them to repair but they no longer do alloy repairs - there was no suggestion to try somewhere else and no alternative offered.
At this rate if I book the car in for a service they will tell me they no longer do that either (or its MOT which is due at the beginning of April)
This could quite possibly be my last BMW if they carry on like this but in Glasgow, Audi are well known for being awful, Porsche is to be avoided (although Porsche Perth get a decent reputation but it's about 50 miles away), Jaguar Land Rover are operated by Taggarts who specialise in poor everything and Mercedes I have never liked - the number of people (incl me) I know, who have been phoned to tell them that their tyres need replaced when they have 5mm tread or their brake discs need replaced when they are less than half worn and not ribbed shows that their customer care and service stinks too.
Maybe this is the ploy to get everyone riding a bike and maybe this should have been in rants!
There are two BMW dealerships in Glasgow, one owned by Douglas Park and one owned by Arnold Clark. I always used to use the Douglas Park dealership which was closer and more convenient for me. Previously it was called Henry Brothers and was a family owned and run franchise which always aimed to please the customer and I had no issues with them.
When my E92 was in for a rear brake pad change at Douglas Park, someone took it for a lunchtime spin and smacked one of the front wheels into a pothole or kerb - no-one said anything when I picked up the car but there was a wheel wobble which wasn't there when the car went in. When I took it back they denied all knowledge and told me I needed a new wheel (at about £600) because it was badly buckled and a tyre. I eventually got some discount from them but it cost me c£1,000 incl two new front tyres and a full alignment. They never saw me again.
I then used Harry Fairbairn which had (at the time) recently been acquired by Arnold Clark. The service I got was very good and generally I haven't had any complaints until more recently when, as a customer, I am beginning to feel quite a bit less important.
My car has occasionally shown a warning as I drive along which says "Engine Oil Level Unknown. Drive moderately and contact your service centre etc etc" When I stop the car and go through the oil level check it shows the oil is full. IThe car then behaves perfectly for the next 3 or 6 months when the message pops up again and the check shows it is full. Fairbairn's told me it wasn't an issue and that they would look at it when it was next in. They told me the last time it was in that they couldn't find anything and not to worry but it has now happened 3 times in the last 3 months and I managed to video the whole thing.
I phoned Fairbairns and they asked me to send over the video - I tried but their system would not accept it because it said the video was too large. I spoke to them again and the service girl said she would find someone with an i-phone and I could share it with them - she would phone me back - she didn't. I called back a couple of days later and was told again they would get someone with an i-phone and call me back - they didn't. I called back and asked if I could book the car in to have it looked at - apparently all the service staff were busy but they would call me back to book it in when they were free - they didn't.
I phoned again to book the car in and got through this time. However I was advised that the check would cost c£200 because it may not be covered under warranty. I asked what part of this error wasn't covered under warranty and was given a crap response that BMW don't always authorise these types of error as being a warranty claim! We'll see because if they charge me the £200 I will be going ballistic. Just to top it off, I have one small nick on a front wheel which I wanted them to repair but they no longer do alloy repairs - there was no suggestion to try somewhere else and no alternative offered.
At this rate if I book the car in for a service they will tell me they no longer do that either (or its MOT which is due at the beginning of April)
This could quite possibly be my last BMW if they carry on like this but in Glasgow, Audi are well known for being awful, Porsche is to be avoided (although Porsche Perth get a decent reputation but it's about 50 miles away), Jaguar Land Rover are operated by Taggarts who specialise in poor everything and Mercedes I have never liked - the number of people (incl me) I know, who have been phoned to tell them that their tyres need replaced when they have 5mm tread or their brake discs need replaced when they are less than half worn and not ribbed shows that their customer care and service stinks too.
Maybe this is the ploy to get everyone riding a bike and maybe this should have been in rants!
