Re: PML Breaks Record
This is the voice of the customer and voice of the consumer out there. If the Customer Service folks are telling their managment they are doing ok, getting bouquets of praises, meeting KPIs etc, come into BMW-SG to get a dose of reality.
Any self-respecting BMW enthusiast, or anyone in this digital age shopping for a BMW would research on the internet on the car. Given today's climate where the are given attractive choices between PML and PI, obviously satisfaction ranks high in making that choice.
I have personally seen for myself the situation at Alexandra. I left without getting getting any help as I was personally assured by at least 2-3 staff that I will NOT get any attention unless I am willing to wait for 1 hour for someone to attend to me.
After 2 or 3 repeated tries, I managed to get a person at the main counter to speak more than 30 secs with me - just so that I could leave my namecard, photocopy of my sales invoice and details so that someone could call me back.
Its been 2-3 months and no one has called. I am not sure what has happened to the materials i left there, and...
I do not want to call and have them not understand or relate to having any knowledge of this... and how else they can help me anyway.
I do not want to make a fool of myself by going down again and repeating the process of trying to have someone attend to me.
There is no brand ownership demonstrated by this experience I had. In my mind, there's certainly no "magic" or that allure to pay extra to buy a car from PML. And its a very sobering thought when you think... Being a PML by MEANS you will be forced to NEED to go through this waiting and inconvenience and bad service. Hang on... isn't that a deterrent instead of a benefit??
And... cut that bullcrap whether this is a 750iL customer speaking, or a E36 316i. A BMW owner is a BMW owner. There is absolutely no excuse that you have high volumes so you have limited resources etc. High volume of high margin cars to support simply means ramping up your labour and resources to support, and given economies of scale it also simply mean you can do much better for cheaper as numbers are more.
