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kkttsang · 11-27-2015, 04:14 PM

So another bad experience with bj service this time at their new pre own service centre.
Read my story and let me know if I am an impatient asshole, or if their custOmer service was unprofessional. Here's the story.

So I came home from the hospital after 5 days after my wife gave birth. Thank you. When I got home my instrument cluster was not working everything else works. So I call made an appointment for Wednesday 930.

So I show up Wednesday 930, saw the sa at 1000. He ask me to authorize the 1 hour of diagnostic which I said of course, he said he would call me and let me know what the problem is. So I went home.

Day1
At 1330 no call, so I called him left him a message. He didn't call back.
At 1530 still no call, so call him again to leave a message. He didn't call back.
At 1700 I call and ask the girl on the phone not to transfer me because I don't think he's checking his messages, and they are closing at 1800 so I ask if she can tell me if they looked at my car yet, she said there's no notes on the computer so she doesn't know and will have my sa call me back, I said I left 2 messages already, she said she will email him.
At 1730ish he calls back, said the technician was pull away to do another job so it won't be diagnosed today, ok I said ok call me tmw then when they finish the diagnosis.

Day 2
So I waited over the morning didn't want to call right the way and give them some time, so at 1130 I called, no answer left message. He called back 20 minutes after, which was surprising, and he told me that they looked at it and just need to reprogramming which was good news, only charge another 1.5hr labour flat rate. So I am happy and said awesome call me back when it's done so I can pick up my car.
The day goes by, no call, then at 1700 I called them and no one picked up the phone, so I thought I live 5 minutes away I'll go down and see what's going on.
So I went in he said yea it's not ready, I would have called you if it was, it would be ready tmw. I said fine.

Day 3 he called at 1130 cars ready, went pick up my car and left right the way.

Now I think as a service advisor he would keep me updated on the first day he could have call me and tell me they are too busy to look at it. On the second day he could have call and told me it won't be ready that day.

I usually go ro autowest and this would not happen there. I only went to bj was because newborn and it's so closed. I can't wait for the bmw email on how my experience was.

But let me know guys if I'm over reacting and impatient and that this is how it suppose to be.

11-27-2015, 04:14 PM	#46
kkttsang Where's my RS Christmas Lobster?! Join Date: Sep 2004 Posts: 890 Thanked 326 Times in 112 Posts Failed 24 Times in 14 Posts	So another bad experience with bj service this time at their new pre own service centre. Read my story and let me know if I am an impatient asshole, or if their custOmer service was unprofessional. Here's the story. So I came home from the hospital after 5 days after my wife gave birth. Thank you. When I got home my instrument cluster was not working everything else works. So I call made an appointment for Wednesday 930. So I show up Wednesday 930, saw the sa at 1000. He ask me to authorize the 1 hour of diagnostic which I said of course, he said he would call me and let me know what the problem is. So I went home. Day1 At 1330 no call, so I called him left him a message. He didn't call back. At 1530 still no call, so call him again to leave a message. He didn't call back. At 1700 I call and ask the girl on the phone not to transfer me because I don't think he's checking his messages, and they are closing at 1800 so I ask if she can tell me if they looked at my car yet, she said there's no notes on the computer so she doesn't know and will have my sa call me back, I said I left 2 messages already, she said she will email him. At 1730ish he calls back, said the technician was pull away to do another job so it won't be diagnosed today, ok I said ok call me tmw then when they finish the diagnosis. Day 2 So I waited over the morning didn't want to call right the way and give them some time, so at 1130 I called, no answer left message. He called back 20 minutes after, which was surprising, and he told me that they looked at it and just need to reprogramming which was good news, only charge another 1.5hr labour flat rate. So I am happy and said awesome call me back when it's done so I can pick up my car. The day goes by, no call, then at 1700 I called them and no one picked up the phone, so I thought I live 5 minutes away I'll go down and see what's going on. So I went in he said yea it's not ready, I would have called you if it was, it would be ready tmw. I said fine. Day 3 he called at 1130 cars ready, went pick up my car and left right the way. Now I think as a service advisor he would keep me updated on the first day he could have call me and tell me they are too busy to look at it. On the second day he could have call and told me it won't be ready that day. I usually go ro autowest and this would not happen there. I only went to bj was because newborn and it's so closed. I can't wait for the bmw email on how my experience was. But let me know guys if I'm over reacting and impatient and that this is how it suppose to be.