Dealer Service Questions

["David Raymond" <david.raymond@xxxxxxxxxxxxx>]

Chris writes:

>I received another response from another club member who is afraid to
answer honestly when these >folks call and ask how your service is because
he is afraid at further problems down the road >>>with working with that
particular dealer for answering honestly.

I have in the past just refused to answer the questions when BMW calls -
unless I really feel I received what I consider excellent service.

I recently had my car in for the first oil change service.  I really felt
that the service was "good", nothing wrong with it, but not "excellent".
For example, I expect the car to be washed and vacuumed when I get it back -
that is "excellent".  Mine was not.  Even the VW dealer does that when they
service my Jetta.  So I politely told the young lady that I didn't want to
answer the questions - which she accepted graciously.  I also don't
understand why "good" isn't considered "good".  As it said on my a paper
stapled to my service form "Only excellent will do..."

I too have heard stories about retribution from dealers for people who
didn't answer "excellent" on the survey, and figured this was a good way
out.

Seems to me BMW and the dealers don't really won't to give excellent
service, only receive that score on the survey.  There is a difference!

Dave Raymond
'01 530i

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