Putting the customer last

Dear BMW

I grew up loving the brand and as such promised myself that I will drive my own BMW before I turn 25 and I did. Since then I have had 4 BMWs. I have always been a big advocate of your cars. I have however reached a turning point. Wanting to buy another BMW has been halted after yet another very disappointing encounter with one of your dealerships. And this made me think that I should maybe move on to another German, Swedish or other brand who actually cares about customer service.

From service agents who do not understand the product or that customers at the very least to be treated as the people who are ultimately paying their salaries, right through to sales agents who don’t know the basics of the product and don’t care to make a sale in what is believed to be tough economic times.

It also does not make me feel like I am valued when you forget to pick up me up to come and fetch their car after a service ...

It is sad that it is the human element which is driving the wedge between a customer and a brilliant product.

So I guess you are wondering why I am writing this, and the reason is simple, you have to start taking how customers experience the brand, seriously as there may very well be others like me

And yes, I might end up in a situation in the near future where I mis the sheer driving pleasure, but you have *****ed my perception so deeply that that feeling won’t linger for too long.

I truly hope that you will take this advice to heart and restore faith in your brand

Sincerely

An ex BMW fan