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    #31
    Originally posted by Secoh
    Look at it like this. The new $400k car, which is infinately fucking complicated, has broken a gearbox widget. The replacement parts are still in Germany because the car is too new to have a full spares compliment sent to every dealer network in the world. It takes a week to dismantle the gearbox to confirm the widget is broken, 2 weeks to post it to Germany, 2 weeks for the German boffins to confirm it is a mechanical failure and not from doing burnouts or sticking it in reverse at 100kph. Then it takes 2 weeks to have the part sent back from germany. THEN it's a week or 2 to rebuild the car. On top of that, the Kraut boffins may want to fly over and look at the car, to see if they are going to be in for worldwide failures and expensive warranty. That's not even mentioning special tools and non-translated procedures the dealer here probably doesn't have!

    If he gets it back in 2 months be happy. FFS have a reality check will you!
    I'm sure that is the reality of the situation Secoh, but just how chuffed would you be that your brand new $400K car is out of action for two months because some german engineers are pissfarting around with your gearbox trying to figure out what went wrong?

    Good customer service would be to fix the issue in the minimum time (whether it's a repair or replacement) and ponder the deeper meaning of life later on.
    Marvellous things so quickly get mundane

    Comment

      #32
      Jim these days parts come out by Fedex overnight. Its more to do with:

      a) the attitude of the dealer and service staff
      b) the fact that he gets repeatedly told that it will be fixed the next day/week/month/year
      c) that this should not be happening on a car (not even a Hyundai!) with only 4,000kms and 3 months old!

      Originally posted by Spammy
      I'm guessing a guy called Hans or Helmut or an outside chance, Klaus
      Uwe Hartmann was the MD last time I heard. *shrugs*
      "If you can make black marks on a straight from the time you turn out of a corner until the braking point of the next turn, then you have enough horsepower." - Mark Donahue Penske Porsche 917

      "In Japan we no give fark for Subaru" - Trust Japan Technical Director
      (TM - AVENGE)

      "You can never have enough power. I remember when we had Group B cars... THEN we had enough power!"
      Juha Kankkunen - Rally of Argentina '02

      Comment

        #33
        too slow. where's the effing delete button gone?
        There is only one basic human right, the right to do as you damn well please. And with it comes the only basic human duty, the duty to take the consequences.

        When buying and selling are controlled by legislation, the first things to be bought and sold are legislators.

        Sheriff Buford T. Justice: "SHUDDUP, ONE SHIT AT A TIME!"

        Comment

          #34
          Exactly. You can forgive a week or two, but not 4 weeks of repeatedly being told Groundhog Day style that the part/widget/dildo is on its way and that you'll get it back soon.
          "If you can make black marks on a straight from the time you turn out of a corner until the braking point of the next turn, then you have enough horsepower." - Mark Donahue Penske Porsche 917

          "In Japan we no give fark for Subaru" - Trust Japan Technical Director
          (TM - AVENGE)

          "You can never have enough power. I remember when we had Group B cars... THEN we had enough power!"
          Juha Kankkunen - Rally of Argentina '02

          Comment

            #35
            Originally posted by itsnotagsr
            Jim these days parts come out by Fedex overnight. Its more to do with:

            a) the attitude of the dealer and service staff
            Yeah, that's fair enough. Attitude goes a long way.

            Originally posted by itsnotagsr
            b) the fact that he gets repeatedly told that it will be fixed the next day/week/month/year
            That's not right. They need to be up front and say the car will be off the road for at least 4-6 weeks.

            Originally posted by itsnotagsr
            c) that this should not be happening on a car (not even a Hyundai!) with only 4,000kms and 3 months old!
            It'll happen on anything mate, no matter how carefully built it is. It's the volume of it happening that is the concern. Hyundai would have 1 in 50 significant warranty claims, BMW would have I would expect maybe 1 in 1000.

            Originally posted by Lumpy
            I'm sure that is the reality of the situation Secoh, but just how chuffed would you be that your brand new $400K car is out of action for two months because some german engineers are pissfarting around with your gearbox trying to figure out what went wrong?
            I'd be pissed sure, but then if they gave me a loan car of similar spec for the duration of the repair then I wouldn't be too worried. If they said no loan car, or gave me a Civic, then I'd be pissed.

            Originally posted by Lumpy
            Good customer service would be to fix the issue in the minimum time (whether it's a repair or replacement) and ponder the deeper meaning of life later on.
            No, good customer service is telling the customer straight away the reality of the situation, a rough real estimate of how long it will take, and organise a loan car of suitable quality for the duration.
            Turns out, far too much has been written about great men and not nearly enough about morons


            Originally posted by seedyrom
            my neighbours called the cops...... not because of the sound of me working in the garage was too loud, but because i taped a cardboard box to my back, covered my self in vaseline and pretended i was a snail on their lawn

            Comment

              #36
              (my previous post stuffed up for some reason)

              Here is a photo lifted from the BMW website of the CEO, Head of Customer relations and another satisfied customer
              .

              Comment

                #37
                secoh you forgot to mention the 2 weeks to train the apprentice on how to remove the gearbox and examine all the parts before working out the part # and requesting the such part from germany which when initially sent turns out to be a replacement windscreen washer pump....

                I would be screaming at the senior management of BMW Australia. Any 400k purchase is a highly valued customer....these companies live on repeat business

                Comment

                  #38
                  Originally posted by Spammy
                  (my previous post stuffed up for some reason)

                  Here is a photo lifted from the BMW website of the CEO, Head of Customer relations and another satisfied customer

                  "I see nossingk!"

                  Comment

                    #39
                    Im quite sure they have given him a loan car which is somewhere near the equivalent thing. I mean does the poor little dear have to cope with a 545 for a month? How ever will he manage?

                    If it keeps busting bits then Id start to get shitty

                    Tell him he should have bought a Merc...
                    http://www.larryscustomcycles.com.au

                    Comment

                      #40
                      yeah I must admit it's hard to drum up any sympathy for his hardship. :p
                      Turns out, far too much has been written about great men and not nearly enough about morons


                      Originally posted by seedyrom
                      my neighbours called the cops...... not because of the sound of me working in the garage was too loud, but because i taped a cardboard box to my back, covered my self in vaseline and pretended i was a snail on their lawn

                      Comment

                        #41
                        No courtesy car has been provided. He's driving his wife's car, which is coincidentally also a BMW :D
                        "If you can make black marks on a straight from the time you turn out of a corner until the braking point of the next turn, then you have enough horsepower." - Mark Donahue Penske Porsche 917

                        "In Japan we no give fark for Subaru" - Trust Japan Technical Director
                        (TM - AVENGE)

                        "You can never have enough power. I remember when we had Group B cars... THEN we had enough power!"
                        Juha Kankkunen - Rally of Argentina '02

                        Comment

                          #42
                          911SC - I went to the same school as a Daniel Hutchinson...

                          Comment

                            #43
                            Originally posted by itsnotagsr
                            No courtesy car has been provided. He's driving his wife's car, which is coincidentally also a BMW :D
                            Well I reckon Id be asking hard for one of them...in fact Id suggest he speaks to the dealer principal & says fuggin gimmie
                            http://www.larryscustomcycles.com.au

                            Comment

                              #44
                              I'm thinking a quick phone call to ACA and Mike Munro's size 9 in the front door might resolve the issue a little quicker...
                              "If you can make black marks on a straight from the time you turn out of a corner until the braking point of the next turn, then you have enough horsepower." - Mark Donahue Penske Porsche 917

                              "In Japan we no give fark for Subaru" - Trust Japan Technical Director
                              (TM - AVENGE)

                              "You can never have enough power. I remember when we had Group B cars... THEN we had enough power!"
                              Juha Kankkunen - Rally of Argentina '02

                              Comment

                                #45
                                yeah, I can see the headline "Dealership ripping off the average Aussie" followed next week by "Poor hard working dealership hounded and abused by rich customers".
                                Turns out, far too much has been written about great men and not nearly enough about morons


                                Originally posted by seedyrom
                                my neighbours called the cops...... not because of the sound of me working in the garage was too loud, but because i taped a cardboard box to my back, covered my self in vaseline and pretended i was a snail on their lawn

                                Comment

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