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Read the WELCOME ALL BMWFANATICS post.
Why does BMW SA not participate in this kind of surveys?
- Thread starter Mamba
- Start date
zaleonardz
Well-known member
I get phone calls routinely as I often deal with multple vehicle sevices and purchases and and and.
But they are pointless, I can tell the consultant that phones that the dealer followed me home and raped my puppy dog, you still would not get a follow up.
I had a phone call from FNB the other day, how is our service, and I lost it... never heard from anybody...
I have had calls from BMW as well......
But they are pointless, I can tell the consultant that phones that the dealer followed me home and raped my puppy dog, you still would not get a follow up.
I had a phone call from FNB the other day, how is our service, and I lost it... never heard from anybody...
I have had calls from BMW as well......
Mamba said:hahaha point taken...
I agree and have commented on this "phone calls" in another thread, never ever have somebody phoned me back after I complained.
I just find it strange that yet again BMW SA does not participate to make the customer service complaints/praise public
Afer each service , BMW do call me to rate their service and if it was bad , they do follow up with the dealer.
JENICH
///Member
Venda Boy said:Mamba said:hahaha point taken...
I agree and have commented on this "phone calls" in another thread, never ever have somebody phoned me back after I complained.
I just find it strange that yet again BMW SA does not participate to make the customer service complaints/praise public
Afer each service , BMW do call me to rate their service and if it was bad , they do follow up with the dealer.
Hey guys,
BMW do follow up together with the different dealerships.
If your vehicle gets serviced or when you purchase a new or Used vehicle, they do follow up, in saying that, it is impossible to phone every customer.
On average there are about 30 000 cars that get serviced in a calender month and about 15 000 sales.
BMW do not phone you everytime your car goes in, if this was the case then there would be quite a number of angry people complaining about how many times they get called.
For those that complain about a problem not being resolved, these get sent to the respective dealership to resolve and if the problem does not get resolved, then it is escalated to BMW SA.
Synovate also have a bunch of idiots working there. Absolutly no customer service at all
zaleonardz
Well-known member
Well, I have never had a follow up follow up
I blasted BMW from various angles when I had my 7 series in for a turbo job, but Im talking nasty stuff here.
Some issues were petty, some I was damm on the money, and it was a shocking experiance, being told my car is ready yet I get there and its in many pieces. I complain about the CD shuttle, and the moron says he is going to void the motorplan on the CD shuttle but he can clearly see where somebody has workerd on it before. So I show him the motorplan history, he tells me to go back to that dealer.
I blasted them, I really did, now if one of my customers gave me the same amount of grief over the phone, heads will roll, and I would for sure phone the guy back, cause I need my customers.
Maybe its a calculation thing...
If you are processing 100 cars a day, and you have 15 complaints of various degree's, thats a 85% sucsess rate, which is acceptable... so screw it ?
I blasted BMW from various angles when I had my 7 series in for a turbo job, but Im talking nasty stuff here.
Some issues were petty, some I was damm on the money, and it was a shocking experiance, being told my car is ready yet I get there and its in many pieces. I complain about the CD shuttle, and the moron says he is going to void the motorplan on the CD shuttle but he can clearly see where somebody has workerd on it before. So I show him the motorplan history, he tells me to go back to that dealer.
I blasted them, I really did, now if one of my customers gave me the same amount of grief over the phone, heads will roll, and I would for sure phone the guy back, cause I need my customers.
Maybe its a calculation thing...
If you are processing 100 cars a day, and you have 15 complaints of various degree's, thats a 85% sucsess rate, which is acceptable... so screw it ?
SMG Cape Town Host
New member
Most dealers, including BMW SA use external companies to do there after sales follow up, this often results in the brocken telephone saga and information been incorrectly carried over or lost in translation and the customer being left at the short end of the stick.:bawling: We have opted for an in house follow system, with the in house follow up, we can not only engage with our customers, but also remedy concerns immediately in stead of the paper trail that always gets lost from external companies, and the result is positive and corrective complaints control.:clap:
zaleonardz
Well-known member
SMG, the situation described above is exactly what I expected is happening....
Good on you
Good on you
JENICH
///Member
SMG Cape Town Host said:
Hey there SMG Cape Town Host,
I disagree with your point that information that is carried over is lost in translation.
I belong to one of the companies that BMW SA uses to gather information for them as well as manage their SCSi program.
Will get into this in more detail this evening
SMG Cape Town Host
New member
Mamba said:
I saw your posting on there web site, I constantly try and put our specials on the site, but they seem to remove it, in fact I answered one of your remarks, and your replied, "Why are the dealers answering for them..." I often also want to know when we get small minded decisions from HO...:dunno:
zaleonardz
Well-known member
Now see... this has the potential to be a very good thread..
:subscribed:
:subscribed:
SMG Cape Town Host
New member
JENICH said:
I deal with two companies on a daily basis that BMW use, and the information received sometimes leaves me aghast, which shows that there is maybe two problems as to the outcome, the first the way a question is asked, or the way the question is interpreted incorrectly. The people interviewing are also not familiar with our product and send through really silly comments, my favorite today, "Customer requests that the sales executive negotiate a discount on the motorplan!" Now if the agent was informed, this could have been corrected immediately, instead of the customer hanging for two days to get and answer, don't you think so?
By being done in-house, we as a dealer can contact all customers, on sales, service and parts, so we have a feeling for our full business, and not just a fraction of a business, and this includes our cash customers, as they are just as important to our business as our motor plan customers which the BMW contact companies call.:nono:
I have also had results reversed after errors were spotted, and that tells me, my in house system rocks. And after all, we were voted "National Metro After sales Dealer Of The Year", something must be working on our side. Regards:wave:
Mamba
Member
I know many guys fry me for my "campaign" against BMW SA poor service, but truth be told, and I say it wherever I post, I have absolutely nothing against the BMW product, I just have a lot against BMW SA and their various dealers service or lack of service delivery.
If BMW SA indeed receive the feedback information like JENICH say it is even more worrisome because my next question is what happen with that information?
My name is already on the list to test drive the new F10 M5 in Spain later this year and maybe this is the point, I am highly unhappy with BMW SA but I would really like to drive a BMW car because they are superior, catch 22 situation for me ...
If BMW SA indeed receive the feedback information like JENICH say it is even more worrisome because my next question is what happen with that information?
My name is already on the list to test drive the new F10 M5 in Spain later this year and maybe this is the point, I am highly unhappy with BMW SA but I would really like to drive a BMW car because they are superior, catch 22 situation for me ...
In 19 years of BMW ownership, every time I send my car to the dealer I get a phone call "Are you happy" +1 to BMW
25% of the time I say yes, 25% of the time I say no, and 50% of the time I loose it about what happened.
I have NEVER.....NEVER EVER, EVER received a follow up from BMW SA. +/- 0 for BMW
I receive bubbles, emails and pretty magazines in the post masturbating over how good their products are, but nothing about how much they care what happens after you get it off the showroom floor.
BMW ZA need to learn a lesson or two from Toyota who's marketing philosophy are based 100% upon what happens after you buy. (AKA the experience)
@Mamba - you summed it up so well, I also have nothing against BMW products but BMW SA and it's dealer network stinks like horseshit, and they think it smells of lavender because the only recognise the "good" customer reponses, the rest are classified "difficult, unpleasable, or problem" customers - 10000000000 for BMW Republic of South Africa network.
I have the greatest respect for some dealerships that actually try their best, but you guys are nothing without the full backing support of your HO.
And a fat kick up BMW AG's ass for not spotting it.
25% of the time I say yes, 25% of the time I say no, and 50% of the time I loose it about what happened.
I have NEVER.....NEVER EVER, EVER received a follow up from BMW SA. +/- 0 for BMW
I receive bubbles, emails and pretty magazines in the post masturbating over how good their products are, but nothing about how much they care what happens after you get it off the showroom floor.
BMW ZA need to learn a lesson or two from Toyota who's marketing philosophy are based 100% upon what happens after you buy. (AKA the experience)
@Mamba - you summed it up so well, I also have nothing against BMW products but BMW SA and it's dealer network stinks like horseshit, and they think it smells of lavender because the only recognise the "good" customer reponses, the rest are classified "difficult, unpleasable, or problem" customers - 10000000000 for BMW Republic of South Africa network.
I have the greatest respect for some dealerships that actually try their best, but you guys are nothing without the full backing support of your HO.
And a fat kick up BMW AG's ass for not spotting it.
SMG Cape Town Host
New member
Mamba said:I know many guys fry me for my "campaign" against BMW SA poor service, but truth be told, and I say it wherever I post, I have absolutely nothing against the BMW product, I just have a lot against BMW SA and their various dealers service or lack of service delivery.
If BMW SA indeed receive the feedback information like JENICH say it is even more worrisome because my next question is what happen with that information?
My name is already on the list to test drive the new F10 M5 in Spain later this year and maybe this is the point, I am highly unhappy with BMW SA but I would really like to drive a BMW car because they are superior, catch 22 situation for me ...
The new F10 M5 is an awesome vehicle, and I am sure if you can find a dealership close to you that you can talk to and feel comfortable, then this will be an easy decisions, and I do hope so for the brands sake.:thumbsup:
JENICH said:
LOL so its your fault JENICH
SMG Cape Town Host i wish more BMW dealers had the balls to come on the forum
if dealers really want to know what their customers are thinking probably the best place to find out is a forum...
JENICH
///Member
Okay I am back....now where was I.
Oh yes, now I remember.
SMG Cape Town Host, you mentioned that you received a comment like,
"Customer requests that the sales executive negotiate a discount on the motorplan!"
This sounds like someone from the BMW Call Centre in Midrand, and agree with you that comments like this is just crazy and definitely not our style. We translate comments Verbatim to what the client says so there is no room for misinterpretation.
Before I left the office I checked the scoring for SMG Cape Town and they are definitely doing something right, by this I mean scoring in the lower 90%(between 90 and 95%)
The misinterpretation that SMG Cape Town Host speak of happens wherby the customer tells us something, they see it as complaining without repercussions. The problems comes in when the dealers see the customers responses in their report and it does not tie up with what happened when he or she was at the dealership.
So the dealer calls up the customer to find out why he or she rated them so poorly. Under research ethics this is not permitted but the dealers still do it.
This is where the confusion comes in.
Also when dealerships do their own in-house research, this is not always the true reflection of what the customer feels. The reason being that this customer at a later stage has to go back to the dealership to do something else and to prevent any anamosity, would rate the dealership with perfect scores.
@SMG Cape Town Host, did you ever come across any customer that rated you guys poorly and how did this situation pan out. Not pointing fingers here, would just like to know.
On another point.
When we get a customer with problems, be it from a rattle in dashboard to an engine that needs replacing, the problem first get sent to the respective dealer to sort out. If the customer says the vehicle has been in a number of times or does not want togo back to that dealer, then the problem is sent directly to BMW SA.
When it is sent to BMW SA, the Call centre takes over from here. If it is sent to the dealer, then we follow up again with the customer after 5 working days to find out if the problem is resolved. If it is resolved then the case is closed, but if it is still evident then we escalate it to BMW SA. After this, according to the rules set out by BMW SA for us, there is nothing that we can do.
So thats it. Hope this helps guys
Oh yes, now I remember.
SMG Cape Town Host, you mentioned that you received a comment like,
"Customer requests that the sales executive negotiate a discount on the motorplan!"
This sounds like someone from the BMW Call Centre in Midrand, and agree with you that comments like this is just crazy and definitely not our style. We translate comments Verbatim to what the client says so there is no room for misinterpretation.
Before I left the office I checked the scoring for SMG Cape Town and they are definitely doing something right, by this I mean scoring in the lower 90%(between 90 and 95%)
The misinterpretation that SMG Cape Town Host speak of happens wherby the customer tells us something, they see it as complaining without repercussions. The problems comes in when the dealers see the customers responses in their report and it does not tie up with what happened when he or she was at the dealership.
So the dealer calls up the customer to find out why he or she rated them so poorly. Under research ethics this is not permitted but the dealers still do it.
This is where the confusion comes in.
Also when dealerships do their own in-house research, this is not always the true reflection of what the customer feels. The reason being that this customer at a later stage has to go back to the dealership to do something else and to prevent any anamosity, would rate the dealership with perfect scores.
@SMG Cape Town Host, did you ever come across any customer that rated you guys poorly and how did this situation pan out. Not pointing fingers here, would just like to know.
On another point.
When we get a customer with problems, be it from a rattle in dashboard to an engine that needs replacing, the problem first get sent to the respective dealer to sort out. If the customer says the vehicle has been in a number of times or does not want togo back to that dealer, then the problem is sent directly to BMW SA.
When it is sent to BMW SA, the Call centre takes over from here. If it is sent to the dealer, then we follow up again with the customer after 5 working days to find out if the problem is resolved. If it is resolved then the case is closed, but if it is still evident then we escalate it to BMW SA. After this, according to the rules set out by BMW SA for us, there is nothing that we can do.
So thats it. Hope this helps guys
