Amazing Sales + Reception Staff, Service Staff Disappointing - Henderson L
I want to preface this by giving credit to the reception and sales team at this location, they have been very helpful and professional every time.
Regarding my service experience, there was an evident lack of communication and sense of ownership.
One issue the car was brought in for was regarding the automatic trunk cover that retracts into the floor, a feature that was malfunctioning. Instead, it was the automatic trunk kick-to-open feature that was inspected. Considering the altered work conditions due to COVID, this misunderstanding is completely understandable, however I do wish someone could have reached out to seek clarification if it was unclear from the get go.
Secondly, I had requested for an oil change with the understanding that the car was still 2,000KM from its first required service at 16K (car was in for a list of other items, thought it would be smart to get everything done together). I had asked if this was an item that could be addressed. I got nothing back, and ultimately it was not done. As oil changes are a service covered by BMW throughout the lease of my car, I understand if getting them done prematurely may go against policy (makes complete sense), however having this communicated to me would have been great instead of being left in the dark. I also asked if hanging onto the loaner for longer than anticipated would inflict any penalties, to which an answer was never provided.
Moreover, once the car was ready Richard was nice enough to let me know in a timely manner which was much appreciated. He had stated he sent out the invoice to the email on file (which was my father's email) to which I requested to have forwarded to my email - this request was ignored. I had also requested for my car keys to be held by service to be swapped later with the loaner keys (despite going against policy which was to lock keys inside the car) - he was nice enough to agree. However upon arrival to pick up, the key was ultimately locked in the car.
As a former customer service rep in the automotive industry I completely understand that this experience may just be an outlier, especially considering we are in the middle of a pandemic. With perspective in mind, these concerns are relatively minor, however when combined do become a nuisance. They are also relatively easy to correct, and would pay huge dividends in improving the customer service experience at this location.
Thank you!
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