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View Poll Results: How would you rate BMW customer service on a scale: 1 is awful and 10 is fantastic
1 to 2 2 6.45%
3 to 4 7 22.58%
5 to 6 4 12.90%
7 to 8 3 9.68%
9 to 10 15 48.39%
Voters: 31. You may not vote on this poll

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Old 09-01-2010, 06:27 PM   #1
pissedcustom
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Smile Finally Fixed ANNOYING NOISE in my BMW

I had to resort to contacting the President of BMW to finally fix the annoying noise at the back of my BMW. This was after taking my car to the BMW dealership four times over a two-year period to try fix the noise - which they never did.

I am convinced that this noise in the back of car is widespread among BMW 3-series cars (E90). I have now heard it in four different 3-series BMWs and I was told by a BMW representative that they have had other people complain about the same issue. I have a formal BMW Field Report with pictures explaining what was causing this noise and how technicians should fix it.

Ever since taking possession of my 2009 328i BMW (E90) there has been an annoying intermittent clicking or ticking noise that seemed to be coming from the rear window area, near the top of the seat, or where the rear window meets the rear parcel shelf. I finally complained to the CEO of BMW in Germany, Norbert Reithofer, BMW Canada President Franz Jung, and BMW Canada Director of Aftersales, Stephan Kuester. BMW head office assigned an expert technician who identified the problem and fixed it.

It was necessary to get BMW head office involved since their dealer service was a nightmare - apparently incompetent, rude, patronizing and they didn't seem to care less about putting the time and effort into resolving the problem. Their typical M.O. was to claim they couldn't hear the noise, even though on a couple occasions I was in the car with them when they heard the noise. This seems to be the Modus Operandi at BMW when they cannot or do not want to resolve a noise - just deny hearing it. On two occasion when I went to pick up my car they said they didn't have time to have a proper look at it because they had too many cars to service and they ran out of time...even though I had scheduled a service 2 weeks in advance.

I was so furious at one point that I called the owner of the BMW dealership to discuss it with him. He sort of chuckled when I told him about the extremely poor service and rude BMW service representatives and manager. He said that noises are incredibly difficult to resolve and it was a waste of time to try more than once. He never apologized and his manager actually said that if I am not satisfied I should probably get my car serviced elsewhere. Unbelievable.

If you have the same problem please let me know.
You can download the BMW Field Report at this link: http://complaint.pro/bLaCBB
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Old 09-01-2010, 06:34 PM   #2
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It's sad that you had to go all the way to the top to get satisfaction but I congratulate you in getting BMW to recognize what needs to be done to get the issue corrected even though you could have done it yourself. I know you would say it's a matter of principle but hopefully this gets reported to all of the other service centres. The report says BMW Toronto - was that where you had the unsatisfactory issues? Isn't that their flagship corporate store?
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Old 09-01-2010, 06:44 PM   #3
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Thanks. It's ridiculous that I had to go all the way to the President.
Yes it was BMW Toronto. I don't think it's a corporate owned store. The owner has a couple other dealerships.

I don't think I could have repaired it myself - I'm not that mechanically inclined. Plus for a luxury car under 2 years old I shouldn't be expected to touch anything myself. The car should pretty much drive itself.

I have a feeling that BMW is going to try and sweep this one under the rug. I really think it affects a lot of 3-series.
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Old 09-01-2010, 07:35 PM   #4
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Originally Posted by pissedcustom View Post
The car should pretty much drive itself.
You lost me as soon as i read this line,.....

Enjoy your latte at the local starbucks and whine to your friends.
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Old 09-02-2010, 01:54 AM   #5
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Originally Posted by T.Dot_E30 View Post
Enjoy your latte at the local starbucks and whine to your friends.
I'm sure lines like this gives max a bad name.

This guy just FOUGHT his way to the top and WON and you want to insult him?
I hope you probably took his statement out of context.
What he meant was that a brand new car should not have any issues....and if your $50,000 vehicle has any problem whatsoever, it should be fixed immediately.
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Old 09-02-2010, 08:55 AM   #6
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Originally Posted by davericher20 View Post
....and if your $50,000 vehicle has any problem whatsoever, it should be fixed immediately.
I don't care if your car is $500, $50 000 or $500 000, cars are all pretty much the same. They all work the exact same way, and they are all subject to the same bullshit. Things break, and sometimes problems cannot be fixed immediately. Often times, you'll fix one problem, and 3 days later another problem will creep up. Its not always a misdiagnosis or a screw up.

Don't forget either, you may have paid 50k for your car, but so did the 100 other customers who happen to go the dealer that day.
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Old 09-02-2010, 12:07 PM   #7
pissedcustom
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I don't care if your car is $500, $50 000 or $500 000, cars are all pretty much the same. They all work the exact same way, and they are all subject to the same bullshit. Things break, and sometimes problems cannot be fixed immediately. Often times, you'll fix one problem, and 3 days later another problem will creep up. Its not always a misdiagnosis or a screw up.

Don't forget either, you may have paid 50k for your car, but so did the 100 other customers who happen to go the dealer that day.
Dissembler - thanks for your posts, but I really can't agree with you. A car that is $50,000 should not give you as many problems as a car that is $25,000 and service should be better. Taking almost 2 years to fix an issue is not what I would consider to be any where close to "immediately" - I think I was pretty damn patient. And it wasn't a different problem each time - it was the same noise.
I'm not sure what you mean about the other 100 customers who are at the dealer the same day. As I wrote - I booked my appointments around 2 weeks in advance. If BMW can't handle scheduling cars for service, they shouldn't be in business.
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Old 09-02-2010, 11:56 AM   #8
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Quote:
Originally Posted by davericher20 View Post
I'm sure lines like this gives max a bad name.

This guy just FOUGHT his way to the top and WON and you want to insult him?
I hope you probably took his statement out of context.
What he meant was that a brand new car should not have any issues....and if your $50,000 vehicle has any problem whatsoever, it should be fixed immediately.
Davericher20 - Thanks - you're exactly right. Part of the purchase price of the car is the warranty. I paid for the service in advance.
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Old 09-02-2010, 09:26 AM   #9
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Originally Posted by T.Dot_E30 View Post
You lost me as soon as i read this line,.....

Enjoy your latte at the local starbucks and whine to your friends.
You have issues?
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Old 09-05-2010, 01:21 AM   #10
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Originally Posted by T.Dot_E30 View Post
You lost me as soon as i read this line,.....

Enjoy your latte at the local starbucks and whine to your friends.
i resent the implication that people who like good coffee can't swing a wrench.

although, starbucks isn't even that good coffee.
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Old 09-05-2010, 09:41 AM   #11
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i resent the implication that people who like good coffee can't swing a wrench.

although, starbucks isn't even that good coffee.
Perhaps my comment was a little harsh, Kudos to the OP for rattling enough chains to get his noise fixed.

But his comments gives the impression that he has the attitude of those yuppie BMW owners that bought his car for the image and not because of how good the car is, expecting the car to 'drive itself' and maybe even cut his toe nails. It also seems like he expected BMW to bend over backwards for him because he bought a mid-level 3-series, yes you can expect premium service, but as an industry I don't think any other dealership would have spent hours on end to find your noise. Yes hey should have dealt with his situation better, but i'm' sure if he walked in there with attitude no one really cared to help him.

Thats all i was trying to say, nothing about people who drink starbucks or coffee in general.
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Old 09-05-2010, 10:18 AM   #12
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Originally Posted by T.Dot_E30 View Post
Perhaps my comment was a little harsh, Kudos to the OP for rattling enough chains to get his noise fixed.

But his comments gives the impression that he has the attitude of those yuppie BMW owners that bought his car for the image and not because of how good the car is, expecting the car to 'drive itself' and maybe even cut his toe nails. It also seems like he expected BMW to bend over backwards for him because he bought a mid-level 3-series, yes you can expect premium service, but as an industry I don't think any other dealership would have spent hours on end to find your noise. Yes hey should have dealt with his situation better, but i'm' sure if he walked in there with attitude no one really cared to help him.

Thats all i was trying to say, nothing about people who drink starbucks or coffee in general.
You seem to be making a lot of assumptions. Maybe you should work on that.
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Old 09-05-2010, 02:08 PM   #13
pissedcustom
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Quote:
Originally Posted by T.Dot_E30 View Post
Perhaps my comment was a little harsh, Kudos to the OP for rattling enough chains to get his noise fixed.

But his comments gives the impression that he has the attitude of those yuppie BMW owners that bought his car for the image and not because of how good the car is, expecting the car to 'drive itself' and maybe even cut his toe nails. It also seems like he expected BMW to bend over backwards for him because he bought a mid-level 3-series, yes you can expect premium service, but as an industry I don't think any other dealership would have spent hours on end to find your noise. Yes hey should have dealt with his situation better, but i'm' sure if he walked in there with attitude no one really cared to help him.

Thats all i was trying to say, nothing about people who drink starbucks or coffee in general.
T.Dot_E30 - Thanks at least for the 'kudos'. I really don't want to get into a discussion about me. This is about my car and a noise that could have and should have been fixed by the dealer on the second attempt and wasn't fixed because they likely did not want to spend any time on it. Even though I noticed the noise in the fist week of owning it and set up a service within the first 2 weeks of owning it.

I don't like being accused of things so I will respond to your post regardless. I'm not sure if I could be considered a Yuppie or not or whether that is a bad thing. As with most people I would guess, I bought the car for the image and for the performance and for the drive and the safety and the supposedly good service most BMW owners expect. I don't expect them to bend over backwards for me - just to do what I paid for. I believe in getting what I paid for. If that is considered bad by some people, so be it. I don't live my life trying to please the masses. Part of my complaint is that I have good reason to suspect that the dealer did NOT spend hours working on my car. They gave it one try and that was it. I don't think there is anything wrong with having an "attitude" when the situation calls for it. I treat people the same way they treat me. Pretty simple.

p.s. I don't need my car to cut my toenails - I get pedicures for that

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Old 09-01-2010, 07:42 PM   #14
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you get that kind of garbage anywhere you go really...no matter the make.

fortunately for many they dont have to experience that bs first hand...but dont kid yourself and think its a bmw only issue. (shitty service)
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Old 09-01-2010, 08:08 PM   #15
pissedcustom
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SiR - very true - seems that customer service is going by the wayside at BMW. You would think it would be something they focus on during a downturn in the economy to make sure their customers are happy and come back when they have more money (i.e. when they start buying their lattes at Starbucks again)
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