I am a new BMW owner, formerly a Lexus owner, and went to BMW London for my very first service visit. When I arrived at the service department, the intake process was ok ... not great, but ok. When I picked up my vehicle at the end of the day, there was no service advisor on staff to walk me through my invoice and address some problems I was having with the navigation system. The behavior of the girl at the counter was aloof and condescending and told me to call back the next day. She never bothered to even say "thank you" before I left.
As it turns out, they did not fix my navigation issues. I responded to their online customer survey and outlined my concerns about my experience. In response, Dave Brown contacted me by phone and the very first thing he says is "What can I do for you?" I don't know if he was trained to respond this way or having a bad day, but it certainly didn't make me feel like he gave a xxxx.
I emailed Sean Finn (Service Manager). Sean chose not to respond to my email so as a last resort I emailed the Dealer Principal to let him know what happened. The Dealer Principal also chose not to respond to my email, but instead forwarded it to Sean Finn. Sean left me a voice message the next day. I returned Sean's call but I never heard from him again.
The only thing worse than an unhappy customer is mishandling that customer's complaint. BMW London is an example of how not to do it. Clearly they are not concerned with losing my business. I am exploring options to have my BMW serviced elsewhere.