BMW Sandton Auto...
Hello Peter,
On the 14 March 2018 I had my vehicle booked in at BMW Sandton for service. There I was assisted by one of the service advisors as the lady who was supposed to take in my car was not in at the time. Later on the day my service advisor (Pearl) gave me a call and informed me that they will need to keep the vehicle for over a night to do further testing by the engineers as it was leaking water but they were not sure where exactly.
A day after around 2pm she called me again and informed me that they have found the leaks and ordered the parts needed for repairs. She then informed me that the engineers would like to keep it for another night after the repairs for further testing still. I agreed to this as it made scene to make sure there's nothing else faulty.
On Friday 16 March 2018 morning Peal gave me a call to inform me that I should be getting my vehicle in the afternoon. I thus informed her that she will need to ensure they pick me up from my home as I haven't been at my work address for 2 days. Around 15:45 same day I received a call from the transport organiser at BWM Sandton and informed me that she's been advised to send a driver to come and collect me but when I informed her that I am not at work she had concerns that there were no drivers around my area at the time but committed to send any of the transport guys as soon as they get to their offices from collecting other customers.
I waited and she called back to inform me that she's been advised not to send the drivers and a lady by the name of Michelle (one of the superiors there) would contact me. I informed the organiser that I need a car and it has been there for over 2 nights and if needs be I'll make plans to rather go there fetch it myself. 30 minutes later I got a call from Michelle informing me that they need to keep my vehicle for another night as they need to do "further testing" and promised to give me an update by 10am Saturday morning as the car should be ready by then.
Today 17 March 2018 I ended up making a follow-up call at 10:27am and found (not sure of the name) the only service advisor on site (as per the receptionist) who couldn't give me any details of the status of my car. She only told me that Pearl hasn't been in the office and Michelle is also not in today before committing to give me a call back and hung up on me.
Now, I'm not sure why a reputable brand like BWM would honesty have people who do not give a sh**t about customer care. If there's people who are supposed to give service to clients are not around is it now the customer's responsibility to f***n follow-up themselves of the status of their vehicles? I missed on my meetings with clients these past 2 days "understandably so" but is this really a way to totally inconvenience a customer and mess up my Mondays morning appointments because of incompetence?
Regards, Annoyed BMW Customer