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  #1  
Old 05-28-2004, 09:40 AM
blackmercedes's Avatar
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Location: St. Albert, Alberta, Canada
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Check out the posts on RoadFly

When I first read this guy's post, I figured he was a huge troll right from the first sentence. Then the responses from Dana convinced me the guy was FOR REAL.

Seems BMW has it's share of stupid customers...

http://bimmer.roadfly.org/bmw/forums/e46m3/5049027-1.html
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1998 C230 "Black Betty" 240K

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  #2  
Old 05-28-2004, 02:13 PM
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Hmm.. I don't see CEB as the stupid guy. I see Dana as the one thats stupid. If what happened to CEB is true and all because of ignorance on the part of BMW and the dealership... then thats truely a shame and they should be nice enough to the customer. The customers don't need the dealership.... the dealership NEEDS and DEPENDS on customers. There is a rule in sale... and thats "the customer is always right". There are exceptions... but in the case thats on roadfly, thats no exception.
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  #3  
Old 05-28-2004, 02:39 PM
Benzman500
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I disagree with the customer is always right saying. After a point you can't always go with that. Hey what if I went and bought an m3 and then said I wanted to return it because I could'nt afford it.
In my job I will do anything to help someone but once you treat me like garbage for long enough thats done with. Nice people are right a little more often.
This guy bought a car that is know to have some issues (motor wise) That m3 is getting every bit of power it can and in most causes it means less relability. Hey I know I wouldnt take an m3 on a long trip espically after reading about them eating that 9 dollar a quart oil.
I think the way Peter Pan BMW is dealing with the guy is very resonable he has made a lot of replys on the board if that is'nt an extra step idk what is.
my 2 cents
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  #4  
Old 05-28-2004, 02:44 PM
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Quote:
Originally posted by Benzman500
I disagree with the customer is always right saying. After a point you can't always go with that. Hey what if I went and bought an m3 and then said I wanted to return it because I could'nt afford it.
In my job I will do anything to help someone but once you treat me like garbage for long enough thats done with. Nice people are right a little more often.
This guy bought a car that is know to have some issues (motor wise) That m3 is getting every bit of power it can and in most causes it means less relability. Hey I know I wouldnt take an m3 on a long trip espically after reading about them eating that 9 dollar a quart oil.
I think the way Peter Pan BMW is dealing with the guy is very resonable he has made a lot of replys on the board if that is'nt an extra step idk what is.
my 2 cents
Dan... I said there are exceptions, and your example would cover that since its outrageous. Dealerships should bend over backwards for customers... and not just treat them as though its a priveledge to come to one. From what I read... seems to me that the customer didn't start crap with anyone... but the ignorance on the dealership snowballed this problem.

I agree with you on one part.... I wouldn't have taken an M3 on a long drive like that... I would have simply flew on a plane.
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  #5  
Old 05-28-2004, 05:09 PM
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I see a few problems...

1. The dealership reacted to CEB's poor attitude with more of the same.

2. CEB should have gone with his car to the dealer, if only to know where it was. This is an expensive car. I would want to see the driver dropping the car and check for any towing damage. On any occurances where I have had to have a car towed, the driver has always let me ride along.

3. I would have arranged for a cab to pick me up at the dealer. While on route, I would have called anyone and everyone that might be effected by my delay. I would have also arranged for accomodation and a rental car. Most rental companies today deliver, especially to hotels.

4. If the dealer was closed at the time of drop off, I would have called them at the next time I could, when they were open. I would have explained my circumstance, and explained in detail about where the car was located and the symptoms.

5. Getting in touch with BMW roadside assistance, I would have inquired about reimbursement for rental cars, hotel expenses, etc. I know my MB plan covers most of those expenses.

6. As to warranty/service coverage, I would not expect BMW or a dealer to start calling/writing and reminding of important dates. That should be up to the owner. My own warranty on the C230 expires on June 18, 2004, or at 160,000km's whichever comes first for my complete coverage, and June 18, 2005 or 160K for the powertrain, whichever comes first.

We never had "included service" plans here in Canada, but I imagine that there are certin conditions that have to be met. You can't go in and have an oil change done every day. The brakes would have to be worn to a certain point before the dealer would be allowed to replace them under the plan. It is the responsibility of the car owner to understand these conditions and work within them. As to the brakes being $2000, I think that might be true. The cost of the rear brakes on our C36 was close to $1000 with labour for pads and discs with taxes. The C230 runs about $400 an axle at the dealership.

Anyone that loses their job because their car breaks down is either a member of the working poor that can't deal with such an event, or a moron that can't keep their priorities straight. BMW's intended customer for the M3 is NOT someone that balks at having to drop $1000+ for brakes. The bloody car is built with race car parts. If you can't handle the ownership costs for an M3, buy a 320i or a Camry. BMW has never presented the M3 as being an economical or sensible choice. They have truckloads of 3-series for that, not touched by the skunk-works.

I used to drive to meetings in other cities, and I enjoyed time in my car. However, I would do this allowing time for unforeseen circumstances. When the crunch was on, flying was the only way. This whole mess is a case of someone that can't plan or think ahead, and a dealer reacting poorly.

I used to own a retail store, and there are customers that you just can't please, no matter what you do. I'm not saying this guy is one, but it does happen. Let me tell you about a guy with a Honda Civic...

He had installed his own amplifier and couldn't get it to work. He called and asked if we could finish the install. I said that we could. He TOLD me "that would be about 1/2 hour's labour, right?" I explained that we could not give a firm price until seeing the work, and we did have a one hour minimum. About an hour later he arrived, and I sent a tech to have a look. The owner had really botched the job, and it needed some parts (to keep from setting the car on fire) and about an hour's work. I told him that it would be $50 in labour and about $40 in parts.

He FREAKED. He somehow believed that I had agreed to the "half hour" charge that he had been knocking around inside his pea-brain. I explained that we NEVER gave firm quotes over the phone, and that we had a one hour minimum charge. He went, literally, nuts in the showroom. He started explaining that he had driven all the way down to the store, and now I should pay for his gas and time. He was getting to the point where I thought it was going to get physical and I came out from behind the counter. He realized that I was not standing on a platform back there, and was indeed four inches and fifty pounds to the advantage. I asked the sales person to call the cops, and I asked the customer, nicely, to leave the store. He left.

Suppose this freak wrote some crap on the internet? He could have made up any old garbage. In the store I had other customers (all thought he was off his rocker) and staff to verify what happened. On some board, there is no accounting for the truth when it's time to fugure out what really happened. I do know, based on CEB's own posts, that he's a bit loopy.
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  #6  
Old 05-28-2004, 10:25 PM
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Location: Ontario, Canada
Posts: 472
Hey John,

I loved your story!!!

I don't believe people should bend over backwards for stupid customers. Customers or not why should they get their bum kissed???

I am lucky that I do not have to work in customer service!!! I am SO thankful for my data entry part-time job!!!

It is hard for people in customer service, especially students working part-time while pursueing higher education. My younger sister recently quit her part-time job at BlockBuster video. She was actually TOLD WHAT TO SAY TO CUSTOMERS. She had to follow a certain script and "up-sell"... What happened to freedom of speech???

Why should people making minimum wage bare the brunt of the effort and work for no reward????

It is official, I hate everybody!!!!

-Mike
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  #7  
Old 05-29-2004, 08:45 AM
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Location: Kitchener, Ontario
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Hmmm, this guy sounds like every M3 driver I ever talked to. Funny how a car can attract a mostly negative group. When I frequented the Roadfly '02 forum, they were a much more personable group and frequently posts like these from the M3 and X5 forums were singled out for the special attention they merit.

Having worked in service industries and and lived them vicariously through my wife when I didn't, I can be assured that: 1. You will never make everyone happy and 2. the customer will never take responsibility for anything he has done.
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  #8  
Old 05-29-2004, 10:12 AM
Benzman500
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the 02 boards are nice people as well as the e12 boards from what I have seen. But it seems the newer the cars get the bigger the idiots are espically on the 3 series boards.
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  #9  
Old 05-30-2004, 04:22 PM
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anyone who thinks the dealer/ BMWNA should take any responsibilty should get their head examined.

CEB left his car at a dealer WITHOUT notifying them
a) that it was there
b) of what work it needed
c) that he was from out of town, here on business and had to be gone by "x" time.

most importantly he didnt travel with his car to make sure that it arrived safely and to make sure that a service advisor had a face and person to go with that car.

when i had my 1976 BMW 2002 towed to an indy i called them to let them know it was coming, when the tow truck was leaving my house and about 45 minutes later to make sure they had recieved it. each time i insisted on speaking to the same person to ensure that i had a name with which to follow up.

as for his getting fired, that has nothing to do with BMW at all. his first priority is to attend to what pays the bills. if it wasnt for his job he wouldnt have been in northern cali anyway, so he should have had that foremost on his mind, not his precious car. like many people said, he shoulda locked it, got a cab, found a hotel, rented a car, then taken care of his car. sounds like his priorities are all mixed up.

as for all those people who say they will never buy another BMW because of this, good. to many arses drive them as it is.
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