Quote:
Originally Posted by neversummer78
Hi andreo, thank you so much for your insightful recommendation, I never thought of it. That was quite a story to hear, and I am glad to see that BMW respect its customers the way they deserve it. I love BMW, and I still believe that my whole experience today does not in anyway represent BMW as a brand. 
If anything, today experience was an insult to my intelligence.
Thanks again, I will start putting together a message to BMW AG.  |
Glad to learn that you have decided to take your case to BMW AG. For your reference, this is the first email I wrote them back in 2007.
From: 
To: bmwgroup.customerservice@bmwgroup.com
Dear Sir,
I am writing to express my DISAPPOINTMENT in the inconsistent level of service exhibited by your local dealer in xxxxxx. I placed an order for an E92 335i Coupe and signed a contract on the 17-Jan-07 (Contract no xxxxx with BMW Concessionaires (xxxxxx) Limited), inclusive of Active Cruise Control and Onboard Monitor with TV function among other options that I have included in the contract. Months after the contract was signed, I was informed that the Active Cruise Control option was not available. Now, weeks from the delivery of the vehicle, I am told to be prepared that the TV function may not be available as well.
To inform me of these changes to my vehicle order so late in the process is entirely unprofessional and totally not my expectation of BMW's standard of customer service. This is the third BMW vehicle that I have ordered over the last 4 years simply due to the trust that I have in your company to deliver superior products. Had I known that the vehicle being delivered and the one that I ordered was going to be so different from my expectations, I would have made a different choice from the beginning. What I am experiencing with your local dealer here in xxxxxx is far from my expectation.
Please help bring this to the attention of someone within BMW who can do something about this.
Thank you,
A week later, I received an automated response to thank me for my email, blah, blah, blah but no commitment on any action. That prompted the second email.
From: 
To: Customer.Service@bmw.com
Dear Sir,
As mentioned, kindly find attached my contract with BMW Concessionaires xxxxxx. Note that the contract was signed on the 17-Jan-2007. As stated in the contract, the vehicle is expected to arrive in June 2007 (Order number xxxxxxx). I was only recently verbally informed that the factory was unable to deliver the vehicle with the following two accessories that was confirmed and listed in the contract:
• Active Cruise Control
• Onboard Monitor with TV Function
It is difficult for me to accept that items included in a signed contract with a company as reputable as yours “cannot be delivered”. I am also very disappointed that it has taken more than 4 months to inform me that the additional Factory Fitted Accessories stated in the contract could not be delivered by the factory. I expected that these items are already confirmed with the factory BEFORE they are included in the contract.
I would like to confirm with the appropriate parties representing the BMW factory that this is truly the case. If yes, I want to know how I can go about getting the missing items installed or what my alternatives are. Had I known that these items will not be part of the vehicle, I would have seriously reconsidered my choices when there was still time. Unfortunately, the local dealer has decided to deny me of that privilege and now suggesting that they may have to breach the contract. The vehicle is required by June and I am unwilling to accept the vehicle without a resolution that is deemed reasonable.
Nevertheless, I am still hopeful that the situation can be salvaged. Up until now, I have never been disappointed by BMW products and service. Please forward these details to the party that is currently following up my case and let me know when I can expect a response before the situation deteriorates any further. Your kind assistance is much appreciated.
Thank you,
After another week of non-response, I went straight to the top with the following.
From: 
To: norbert.reithofer@bmw.de
Dr. Reithofer,
I am escalating this to your attention as I have not received a response from your Company thus far. As a long time customer of BMW products and services, I would very much appreciate the courtesy of a timely response from someone who can provide some assistance.
Thank you,
The last email to the good Dr Reithofer seized their attention and everything was sorted out promptly as I mentioned in my earlier post. The makers of our cars are so meticulous that they even sent us photos of our visit to the factory and the vehicle weeks after we have left Munich. Now that's BMW service we have all grown to love and expect.
Sorry for the lengthy post. Hope they will make a good reference for you and anyone else who needs them. These are actual email correspondences sent to BMW AG which finally resulted in a positive outcome. Certain details have been deliberately censored for privacy and to protect the innocent.
Good luck and look forward to hearing about the positive outcome for your case.
