1 reviews | Active since Jul 2016
Disappointing Customer Service
<p>Purchased a brand new M235i with the following issues:<br /> 1. 3rd brake light not working (which the sales lady mentioned it is there for show and does not really work on the 2 series) we have paid an inspection fee and it was signed off (Where is governance around their processes?)<br />2. There was no proper hand over! Yet the other dealers offer 2 handovers???<br />3. The company has fitted smash and grab and damaged the doors and your sales lady insist we claim through motor plan! <br />4. The vehicle was purchased in January 2016 and to date there is no solution to the matters raised.</p> <p>After 2 months of calls to junior call center personnel at BMW SA, a senior personnel contacted us! Three weeks after which the dealer principal at cedar isle made contact! The outcome of the meeting was BMW will settle the 235i and give us a new car of our choice at COST. As sad as it sounds the car offered to us by Cedar Isle was R100k more than what other dealers have offered us! on top of which we loose our deposit on the 235i.</p> <p>With the current economic conditions and the number of dealerships closing down over the past few months BMW should actually make an effort to save customers that are able and willing to purchase vehicles. The least we expect as unhappy clients is to try and resolve the matter or come to the table with a solid offer instead we get an email saying that they are sorry that we are not happy with the pricing!<br />All words / no action, Unacceptable service and false commitments!</p>
We met with the customer as soon as our DP was back from leave. We personally apologised to the customer regarding the lack of resolution of the outstanding matters and committed to have the last unresolved item, namely the covers refitted at our cost, and at the same time to provide the customer with a courtesy vehicle during this time. A booking was arranged which the customer has cancelled.
Our DP noted that the customer was unhappy with the vehicle due to these issues and offered that we look at the numbers, trade back the current vehicle and that we sell him another vehicle at the dealer's cost. We sent the customer two proposals at our cost. We do not have access to the other dealers' offers and cannot comment where the difference is stemmign from.
We met with the customer as soon as our DP was back from leave. We personally apologised to the customer regarding the lack of resolution of the outstanding matters and committed to have the last unresolved item, namely the covers refitted at our cost, and at the same time to provide the customer with a courtesy vehicle during this time. A booking was arranged which the customer has cancelled.
Our DP noted that the customer was unhappy with the vehicle due to these issues and offered that we look at the numbers, trade back the current vehicle and that we sell him another vehicle at the dealer's cost. We sent the customer two proposals at our cost. We do not have access to the other dealers' offers and cannot comment where the difference is stemmign from.