Is all BMW service as incompetent as Henderson NV BMW? (rant)

[NVHoo]

Got my cherry 2011 128i convertible with 11K miles at CarMax 6 months ago. Usually CarMax is more expensive than other used car dealers but in this case it had the best buy in the entire SW (I'd been searching for weeks). Got their bumper to bumper extended warranty for 5 years for $2K with a $250 deductible.

Last week the "service engine soon" light appeared so I took it to CarMax last Monday morning. Their techs checked the code and found a TSB regarding it because the supposedly faulty sensor was fine. The TSB said ECU needed to be re-flashed with updated code. I've also been having an intermittent problem with the radio not working. Sometimes I'd turn it on and after 10-20 minutes it would start to work. So CarMax sent it to nearby Henderson BMW to get both things fixed. By Monday afternoon BMW was "ordering parts". Parts arrived Wednesday morning but the dealer's internet server was broke so they could not re-flash the computer and they had no clue when the server would be fixed. I stopped by the BMW around 2 PM to get some things out of the car and the service rep said the car was done and he would be processing paperwork. I asked what they found and he said the radio needed a new head unit and after changing the head unit, they had to re-flash the entire computer. I said "what about the engine error?" and he said he did not know anything about an engine error. He then shuffles through his paperwork and then says "Oh yeah". So in the 2 days I've been waiting for parts they could have been checking the engine light but this idiot forgot to write it up. Then he says that if CarMax was right, the programming they did for the radio will also fix the engine light. However, they could not test drive the car until the next morning to check it out. I said "It's 2 PM and you can't find someone to test drive the car today?" I was told the computer techs were gone for they day and they needed to drive the car and check codes.

So yesterday afternoon I get a call that the check engine light was not fixed by the first flash and they had to re-flash again. (Personally I think the service advisor lied that the car was flashed the day before.) In any event the car was ready for pick-up at CarMax at 3 PM. The warranty paid out $800. When I looked through my paperwork when I got home, I found a receipt for Burger King. I assume the techs wanted to wait for lunch to do their test drive.

[Yeineken]

Yikes. I would take that Burger King receipt back and have a talk with a manager.

[The Wind Breezes]

lol @ Burger King

[ShocknAwe]

Hope it was a whopper w/ cheese.

[KNS]

I avoid dealerships like the plague.

[MuNkY6913]

Hahaha. The 2 extra long cheeseburgers for $5 is just to good of a deal! It's also step #33 in the reflash procedure.

[mr.fabulous]

never

go

back

[NVHoo]

Originally Posted by mr.fabulous

never

go

back

.

[NVHoo]

The idiots at BMW did not fix a thing. The "service engine soon" light appeared again today after having the car 2 days. I also plan to discuss the Burger King drives.

[mr.fabulous]

Let's use this thread as a primer on how to contact BMWNA when shit goes horribly wrong at dealer. I wouldn't know where to start. Anybody?

[NVHoo]

I specifically asked about this when I picked up the car since I already had serious doubts. They said the warranty considers this the same "incident" and I've already paid the deductible.

[6MT_Addict]

Go in and ask to talk to the service manager. Explain your frustrations calmly. If he doesn't seem to care (SM probably will, but in the off chance) mention you have started a thread on a very widely used BMW forum. What you decide to conclude at the end of your experience will rest entirely on the quality of service you receive. Give him the 'help me help you' attitude. See what happens.

If not, try taking it to an Indy shop if you can under warranty

[NVHoo]

Update. The Service Manager expressed appropriate indignation but I have my doubts about sincerity and if any action would be taken relative to the Burger King drive. They gave me a new 320i as a loaner. The new diagnosis was several items defective relative to keeping pressure in the gas tank. The car went in Monday and they returned in Tuesday. We'll see.

[EMWOLB]

I wouldn't bring up the Burger King receipt; they'll think you are a trouble maker!

[chris82]

Originally Posted by EMWOLB

I wouldn't bring up the Burger King receipt; they'll think you are a trouble maker!

Yea, I would just leave the BK part out. If you mention that, they may give you a harder time which is not what you need. Dealing with the people fixing your car can be a delicate situation. If you piss them off, do you really want them around your car again? Hmmm, not me

[NVHoo]

Originally Posted by chris82

Yea, I would just leave the BK part out. If you mention that, they may give you a harder time which is not what you need. Dealing with the people fixing your car can be a delicate situation. If you piss them off, do you really want them around your car again? Hmmm, not me

.

[NVHoo]

engine light on again. Their 2 attempts at "repairs" each lasted less than 36 hours. These guys are clueless

[RoundelM3]

Do you have anything to read fault codes with? My wife has a 2011 128i convertible, and we've had a few things done under warranty (before it expired last month). There was a battery cable recall, plus there was an intake manifold sensor that went bad. Everything is fine at 37K miles now.

I bought an Android app called BMWhat from Ivini-apps and also their bluetooth OBDII adapter. Total cost was less than $100, and I can now check for error codes and clear them. Knowing the error code gives you a little leverage at wherever you take the car for service in the future. As an aside, BMWhat also allows you to register a new battery when it's time to do that, but you can also code features on and off - such as unlocking doors when you pull the key out, deleting the 3mph speedometer "correction" and adding the digital speedo readout in the lower center area of the instrument panel (same as where it displays time/date, etc.). Some auto parts stores have OBDII code readers that will at least give you the fault code.

Your experience at that dealership is completely opposite of those I've had with my previous dealerships in TX and the one I use here in NC. Problems have been properly diagnosed, parts replaced, and everything done with courtesy and honesty. I'd be sure to report your experience to BMW NA after first having a conversation with the General Manager.

[NVHoo]

Dealership called me yesterday after having the car 2 days. Recall that the last (second) time I took it in they replaced parts that kept the gas tank under pressure. Now they think the pressure is fine (and I think it always was fine, they just did not do a proper diagnosis last time) but can not figure out why I'm getting a tank pressure error signal. I can't believe the problem is this hard. #clueless

[NVHoo]

Now they say the ECU is bad. This is the same ECU they re-programmed at least twice the first time I brought it in, if you believe what they told me then, which I don't. (I think it is just as likely they destroyed the ECU during the re-programming.) Apparently they are trying to get BMW to pay for the replacement. The car is a few months out of warranty so I assume they are trying to claim that this is an emissions failure which has a longer warranty. Makes no difference to me because I also have an extended warranty. In any event, they are keeping my car for "3-4 business days" until they get a decision from BMW while I keep their loaner.

[mike@x-ph.com]

Since they are the only dealer in town, they do not really care about customer service ( BMW Sahara and BMW Henderson are the same dealership). Their prices are also very high for parts and cars ( ~150% MSRP). I always end up driving to California to buy my BMWs because of how bad their customer service is.
On another note we have a BMW Las Vegas group, let me know if you would like to join.