Q: Dealer Service Satisfaction Survey from BMWNA

Kirby

Kirby

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#1
I got a call from BMW NA yesterday asking about my satisfaction with the dealer when they replaced the transmission. They asked questions about communications, scheduling, etc. I gave the dealer almost all fives (scale 1- 5) because they really did do a good job all the way around.

I know that it will be reported to the dealer, but do they get any bonuses, perks, etc. out of it?
 
codex57

codex57

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they get bonuses and money, including the salesperson I believe. Some dealers make it a big part of the sales guy's pay. I think they only get the benefits if they get ALL 5s, but that depends on the dealer. I'd be brutally honest though. I got the call before I picked up my car. The experience was good up til then, but when I picked up my car, I had a cracked turn signal (which they fixed) and a sticky spot in my rear seat (which I easily cleaned). Plus, my salesperson kinda rushed through my walkthrough cuz he said he knew I was anxious to drive my car (which was true, but I kinda wished he took his time anyways). I prolly woulda given one 4 due to the minor probs on my car.
 
carcus

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#3
Kirby said:
I got a call from BMW NA yesterday asking about my satisfaction with the dealer when they replaced the transmission. They asked questions about communications, scheduling, etc. I gave the dealer almost all fives (scale 1- 5) because they really did do a good job all the way around.

I know that it will be reported to the dealer, but do they get any bonuses, perks, etc. out of it?
Click to expand...
Make sure you work them before you fill out the survey. They will tell you to mark all high....just like Mercedes Benz....once you fill out the survey.....the dealer forgets who you are. My experience.[;)]

They will do all they can though to get you to mark them all high...
 
Bobo

Bobo

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Totally agree with Carcus. Sometime, they make you sign the survey and have you return the survey blank. The Sales person will survey him/herself.

I believe Mercedes receives their commision based on the survey reselts, but not by the amount of car they sell. Of course, the more cars you sell, the more survey you get.

Going back to Carcus, make sure they have your home address. Some dealers will either ask you for blank survey or they simply change your home address to their own. I'm so far happy with the BMW dealers. Meredes service SUCKS, espically when you don't drive a CLK55 AMG, they will totally ignore you if you drive a low E or C class.
 
X

xi guy

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My sales guy was brutally honest and told me his raise/bonus are tied to teh survey results and begged me to give 5's only. This was no problem for me cause he really treated me well.
 
codex57

codex57

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Bobo said:
Totally agree with Carcus. Sometime, they make you sign the survey and have you return the survey blank. The Sales person will survey him/herself.

I believe Mercedes receives their commision based on the survey reselts, but not by the amount of car they sell. Of course, the more cars you sell, the more survey you get.

Going back to Carcus, make sure they have your home address. Some dealers will either ask you for blank survey or they simply change your home address to their own. I'm so far happy with the BMW dealers. Meredes service SUCKS, espically when you don't drive a CLK55 AMG, they will totally ignore you if you drive a low E or C class.
Click to expand...
Really? Which MB dealer did you go to? I'm usually ignored at the BMW dealers, not the MB ones (I look 16).
 
Bobo

Bobo

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Pasadena, CA.
#9
Beverly Hills MB. They have the worst service. I drove in my E320 and C240. Dude, I stood there for 25 mintues. No one even bother asking or greeted me. Some dude drove-in in a S500, two service guys help him immediately and all wanted was a new break light replaced.

I went there twice. I even wrote to the owner. I got nothing from them. I was suppose to get a survey from them, so I called, they change my address to the dealer's address. Guess who has my survey. Horrible.
 
bmwrocks

bmwrocks

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#11
I had the same call yesterday WRT my battery dead --> dealer scratched my car --> DRLs stopped working --> repainted part of bumper, reprogrammed DRLs, replaced passenger speaker (originally they said nothing was wrong, asses).

I gave the service advisors 5s but the service itself a 1. Also gave the person a long-winded, detailed description of my experience, which overall sucked. I hope the dealership loses money and anything else BMWNA does to them cause my experience sucked.
 
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