I paid extra for the "red carpet treatment". Did I waste my money? I don't think so.

[Sal Collaziano]

I paid extra for the "red carpet treatment". Did I waste my money? I don't think so.

I purchased my 2006 BMW 750Li last year as a certified pre-owned vehicle with 15,000 miles - which came with a 100,000 mile warranty - plus I paid a little extra for a program where pretty-much ALL maintenance is free (even oil changes). After 35,000 miles - some replacement parts were no longer covered.

The bad news? Since I reached 35,000 miles a month ago, a couple of things have gone wrong. First, the automatic rear sunshade on the passenger side was having trouble going up and down. The problem was a piece of plastic that had become loose - causing friction. This part needed to be replaced - and unfortunately - it wasn't covered. Lucky for me, BMW decided to replace this part AND the same part on the driver's side free of charge - something they refer to as their "Good Will" program. Well that was nice! I didn't expect that...

More bad news... A couple of days ago, a friend of mine noticed that my stereo system didn't sound right. I have the Logic-7 system - he's an audiophile - and always comments on how nice it sounds. I didn't even notice, but he found the 12" subwoofer beneath his seat wasn't working - as well as the speaker in the driver's door. When I adjusted the volume to the left, everything sounded pretty good. When I adjusted the volume to the right - big difference.

So I brought my car down to the local BMW dealership and told them about the problem. Since my car is no longer under the warranty the covers absolutely everything - I had to pay $150.00 for the diagnostics. Okay. No big deal. Later on in the day - I got the news.. The amplifier and navigation unit needed to be replaced - which is the most expensive part no longer covered with my warranty.. The bill? $3000.00...

I told my service advisor to just leave it since I didn't notice the problem anyway. The stereo sounded fine from my seat - and that's all that mattered to me. Furthermore - if I'm going to spend $3000.00 on a car stereo - I'm getting some serious amp power and huge speakers (a "system") out of the deal. So I would either go aftermarket or forget about it.

He told me to give him a day and he'd see what he could do... He called back yesterday and told me he was having it all covered under "Good Will". $3000.00... Need I say more?

 

[Poulet]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Ok.

 

[wallymn]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Seems like a odd program, BMW eats the cost but only if the owner refuses to get the work performed? Sounds like the dealer wasn't forceful enough in pressing a claim the first time around....

 

[Pwrplay]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Wow..thats pretty damn good.

My Hyundai dealer wouldn't even replace streaking wiper blades after only 2 months and 8000 kms (5000 miles).

One thing I am noticing about the Hyundai dealers. They have absolutely no clue about Good Will or Good customer service.

I had my Genny in yesterday to check the alignment due to a pull (turns out it was off a bit), anyway, they call me at 2:30 to tell me its ready and I said Great I am working till 4:00 if you could have the driver pick me up then.... the response " Oh Sorry my driver is off at 4:00 pm ) HAHAHA What a joke. Good thing I am not an hourly worker, otherwise I would have lost pay just because their $8/hour driver is off at 4:00 pm.


I'll be mentioning this when I get the customer satisfaction call from the service manager in a couple of days.

 

[JOwest]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Wow..thats pretty damn good.

My Hyundai dealer wouldn't even replace streaking wiper blades after only 2 months and 8000 kms (5000 miles).
QUOTE]

My dealer in Vancouver treated me the same way. I have the streaky wiper blades since day one. I was planning to have the dealer replace them on the first oil change (3 month) service. I took my car in 3 months and 1 week, they told me they only replace wiprer blades within 3 months. No where have I seen such requirement documented.

 

[Pwrplay]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Wow..thats pretty damn good.

My Hyundai dealer wouldn't even replace streaking wiper blades after only 2 months and 8000 kms (5000 miles).
QUOTE]

My dealer in Vancouver treated me the same way. I have the streaky wiper blades since day one. I was planning to have the dealer replace them on the first oil change (3 month) service. I took my car in 3 months and 1 week, they told me they only replace wiprer blades within 3 months. No where have I seen such requirement documented.

Huh? Thats hilarious, my dealer told me 2 months or 7000 Kms. I don't think they have a clue what their own warranty coverage is. WE should place a call to Hyundai Canada and tell them the 2 different answers we are getting. See if we can get any Good Will out of head office.

I tell you, Hyundai better get their act together regarding customer service, otherwise this whole Luxury car experiment is going to bite them in the ass.

No matter how much I love the car (which I really really do) if customer service is going to suffer, I will look elsewhere. I have before, and I'll do it again.

 

[QCTLG]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Wow...totally different experience with my Genesis than you all. It's actually scary.

I brought my car in for the first oil change a few months ago and told them my wipers were streaking...service guy said, warranty is one year on the blades and said no problem and changed them on the spot!

On my second oil change I had dents and scratches on the front bumber.
I always go to the service area when they are working on my car and while they were doing the oil change the service Manager came by, we started to talk and I showed her my front bumber (following a f$%^& truck it dropped some rocks and some hit my car) explained to her what happened, she immediately called someone to look it over and asked him to fix it all.
Free of charge! I never asked anything from her!

We spoke more and she explained that they want and need to change their image and that I was an important customer to them and that she'll do everything to make me happy. (please don't go there!!!)

Let me tell you that I am EXTREMELY happy with the service I'm getting and the way they treat me at this dealership!

Also I spoke to the Sales manager about the Plaque North American car of the year. Alot of folks in Canada have tried to get the plaque and he said they'd get one for me and it's arriving next week! I'm probably the only one who will get one in Canada!
Keep in mind that Canada does NOT offer this plaque.

I guess I'm lucky.

Oh ya one more thing...I know that Hyundai is testing an updated map software for the GPS and when I spoke to the Service Manager she immediately said "Don't worry free of charge for you"
I LOVE this place!

 

[kaberle]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

I purchased my 2006 BMW 750Li last year as a certified pre-owned vehicle with 15,000 miles - which came with a 100,000 mile warranty - plus I paid a little extra for a program where pretty-much ALL maintenance is free (even oil changes). After 35,000 miles - some replacement parts were no longer covered.

The bad news? Since I reached 35,000 miles a month ago, a couple of things have gone wrong. First, the automatic rear sunshade on the passenger side was having trouble going up and down. The problem was a piece of plastic that had become loose - causing friction. This part needed to be replaced - and unfortunately - it wasn't covered. Lucky for me, BMW decided to replace this part AND the same part on the driver's side free of charge - something they refer to as their "Good Will" program. Well that was nice! I didn't expect that...

More bad news... A couple of days ago, a friend of mine noticed that my stereo system didn't sound right. I have the Logic-7 system - he's an audiophile - and always comments on how nice it sounds. I didn't even notice, but he found the 12" subwoofer beneath his seat wasn't working - as well as the speaker in the driver's door. When I adjusted the volume to the left, everything sounded pretty good. When I adjusted the volume to the right - big difference.

So I brought my car down to the local BMW dealership and told them about the problem. Since my car is no longer under the warranty the covers absolutely everything - I had to pay $150.00 for the diagnostics. Okay. No big deal. Later on in the day - I got the news.. The amplifier and navigation unit needed to be replaced - which is the most expensive part no longer covered with my warranty.. The bill? $3000.00...

I told my service advisor to just leave it since I didn't notice the problem anyway. The stereo sounded fine from my seat - and that's all that mattered to me. Furthermore - if I'm going to spend $3000.00 on a car stereo - I'm getting some serious amp power and huge speakers (a "system") out of the deal. So I would either go aftermarket or forget about it.

He told me to give him a day and he'd see what he could do... He called back yesterday and told me he was having it all covered under "Good Will". $3000.00... Need I say more?

That's because it actually costs the dealer $500 to repair not $3000........ or haven't you heard that dealer prices especially at BMW are grossly inflated....

My Hyundai dealer gave me a loaner car for 2 1/2 weeks while I waited for my Genesis which had been ordered at no cost, thats got to worth at least $500. And guess what I didn't have to pay up front for the red carpet treatment........ still no donuts though...........

I'm taking the car in this saturday for second oil change....... oh and I called yesterday and they fit me in saturday no problem... now thats service

 

[tarpumn]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Let me try and tell a story in the shortest form possible.\
Several years, while living in Jacksonville Fl., I decided I could afford the BMW i had wanted for years. A 540, nice V-8, auto-manual nice car. I also bought it used as a "certified" car. There was no such free service then but it did come with an extended 5 yr. 50,000 BMW warentee.
Well, after being hit in the face by the most arogent service people, paying $85 for an oil change, when questioned I was told they only do it"One way" including junk service as greaseing the sun roof slide.
Time goes by and the warentee is just about up. 1St. major thing to bread was an secondary water pump for the heater. I was $350 to replace, $135 for the part only which was a true 5 minute job. I did not replace it, I removed it and jumped the hose.
Then the biggie, Trans goes less the 1,000 miles and 3 weeks out of warentee. Their answer "We feel we have no responibility to you". and this was from BMW USA, not the dealer. I took it as high as I could. spoke to the V.P. of customer service for USA. He would not budge. I told him that I have wanted a BMW all my life and did he think, after this kind of reaction, would I EVER buy another? His answer, "Well Mr.-----, only you can make that decision, good day"
I paid to have the Trans. replaced (they do not service them, they CANNOT be opened) cost $3,000+.
I drove it a total of 70, miles and dumped it after ALL the front end bushing went bad, so bad when you stoped the car you could see the front wheels rock.
Needless to say NEVER AGAIN WILL I BUY A BMW!
Now, even with the few little issues with my Gen. I am HAPPY! yes, shitty dealer conditions, but I leased the car and should have little need for them(I hope).
When lease is up, do you think I will get another, YOU BETTER BELIEVE IT! Hopefuly from a real Gen. dealer.

tom
3.8+

 

[Pwrplay]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

it seems like its really hit and miss when it comes to customer service. I think I am reasonable with my expectations. I don't think my dealer is all bad , they just need to pull up their socks a bit a go the extra mile. I mean c'mon my dealer offer shuttle service, but only untill 4 pm. What about the majority of people that work untill 5 and need to get their car serviced.

There is a new deale that just opened up a few months ago near my work, I think I may see if they are willing to go the extra mile.

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[BacktoHyundaibychoice]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Couldn't be happier with my Hyundai dealer. Latest example:
I wasn't getting sound from my iPod/iPhone. All the lists showed, but no audio. Took it into service and asked to try a new cable on the chance that was the problem. After a 5 minute wait, the writer came back and said the cables were backordered but would be in 3 days later. He offered to call me, but I said I'd stop by then.
I went to the showroom, saw the General Manager, and after chitchat told him the story. He called over a salseman, told him where his car was parked and to get his iPod cable from it. I tried it, and sure enough my audio worked. I'd have been happy to know that, but he insisted I keep his cable.
Only a $30 "feel good", but it was an "above and beyond" I wasn't expecting or even looking for.
The waiting room is shabby, but the people are real. That matters more to me than anything.
Ymmv.

 

[LLT]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Nice one, Sal. Not that such service isn't possible with mid-level brands, but it's certainly not the norm (from my experience anyway) - so it's worth every penny for the "red carpet treatment."

My genesis had feathered tires (at less than 1,000 miles) because of poor factory alignment. Not one, but two Hyundai dealers told me "Hyundai doesn't warrant the tires, you'll need to take it to a Good Year dealer." I called Hyundai corporate and they reiterated the same thing.

 

[Pwrplay]

Re: I paid extra for the "red carpet treatment". Did I waste my money? I don't think

Nice one, Sal. Not that such service isn't possible with mid-level brands, but it's certainly not the norm (from my experience anyway) - so it's worth every penny for the "red carpet treatment."

My genesis had feathered tires (at less than 1,000 miles) because of poor factory alignment. Not one, but two Hyundai dealers told me "Hyundai doesn't warrant the tires, you'll need to take it to a Good Year dealer." I called Hyundai corporate and they reiterated the same thing.

I'd push back on that one with Hyundai since it was the poor alignment that caused the feathering.