SE's attitude before and after booking of car

[motorknut]

Re: SE's attitude before and after booking of car

Before sales, SE is always available and waits at showroom at appointed time but after booking, I had to change appointment repeatedly to suit SE's schedule and SE did not even turn up after making my family wait an hour, then asked me to hand over documents to receptionist.

I found out SE went out of the way for a new customer at Alexandra although she was stationed at Bukit Timah and relegated me to lowest priority even though I made the appointment in advance.

I think existing customers should be treated with respect especially when buying a premium product. Naturally, I am infuriated with having to put up with this crap and wants to call off the purchase. If it gets ugly even before getting the car, imagine what to expect after sales.

Anyone encountered the same bad service at PML and what actions could or did you take?

I also regret referring new customers to the SE.

dude. I hope you can cool off a little. I actually spoke to the SE in question to ask why she treated a customer this way. what i understood is she was held up by another customer (prob why she kept asking to reschedule, so she hoping she could attend to u personally), and didn't want to disappoint your request to test drive another car (you are thinking of buying another car aside from the 335 u booked? or this one just for fun to drive?) so she had to ask a colleague to help out (which i think is also not easy, cos who want to do work for free) and take you and your family since she couldn't leave. And as for the cheque, I wouldn't take it so personally, i have collected documents from reception too? Easier so no need to fix time and wait for anyone.

Personally, I have gone to other dealers and when the sales rep i want is tied up, other colleagues take me out for the test drive. It's fine to me leh. I'm customer, other ppl also customer, how to make ppl choose?

For the sake of being fair, this SE is referred by myself. because she has been very accomodating to me, and even my colleagues/friends/family who have met (and purchased) from her. I had family members who even get advice from her NOT to buy a car yet, due to their situation with their current car (ie: resale, scrap value ) etc, so i know she is not one of those SEs that just zoom in for the kill. She really gives her personal professional opinion when you are looking at cars. Even after my sale, she helped me when i had complaints which she is not even obliged to help with. I just want to be fair cos after reading this post, it will seem like she's the witch from hell who only wants to close deals. Everybody just looking to make a living, yeah? Lets try not to be hasty, especially when she has apologized about the situation?

Hope you can settle this matter soon and without any more disappointment. Can understand you are angry, but it's also not super easy for sales ppl to juggle appointments around. (one reason why i dont do sales, I would prob end up yelling at customers and eating plain rice every day cos no money ) And hope everyone else who is asking for a name to shame can understand this case is not one where every customer of hers has a bad experience, and is really quite the opposite. Believe me, I have encountered SEs that really just leave you high and dry after the sale. The SE in question is not one of them.

Also, it is not uncommon for SE to meet cust at their choice of branch even when they are stationed elsewhere. When I did my own document handover, I just asked where her previous appt will leave her, and proceeded to that branch to save time. And as an example of her going out of her way after sales is closed? When she was rushing the paperwork for my car delivery, she discovered the cheque i gave for my number plate bid was done wrongly (my own fault) and when she called me cos the bid submission was that very afternoon, I had to rush to get a new bank cheque issued and told her I would take a train down to the showroom to pass to her. Instead she insisted on driving to my office to pick up from me instead. I was very grateful, cos she could have just told me my cheque was done wrong and must wait another week to reapply bid. I LL also have to accept cos my fault in the first place.

 

[motorknut]

Re: SE's attitude before and after booking of car

I should think so. The sales margin is a whopping $40k based on OMV of $62+k. Even if OMV varies, it will not be far off from the figure.

I don't think sales comm varies across internal car models. prob the Loan comm would.

 

[motorknut]

Re: SE's attitude before and after booking of car

She did apologise but has not replied to my sms on the last statement and my decision to cancel the purchase with full refund.

I don't think they will entertain a full refund, but if you are really so unhappy, maybe you can ask for someone else to take over delivery of car to you. Perhaps that's a better option?

 

[ktnpl]

Re: SE's attitude before and after booking of car

dude. I hope you can cool off a little. I actually spoke to the SE in question to ask why she treated a customer this way. what i understood is she was held up by another customer (prob why she kept asking to reschedule, so she hoping she could attend to u personally), and didn't want to disappoint your request to test drive another car (you are thinking of buying another car aside from the 335 u booked? or this one just for fun to drive?) so she had to ask a colleague to help out (which i think is also not easy, cos who want to do work for free) and take you and your family since she couldn't leave. And as for the cheque, I wouldn't take it so personally, i have collected documents from reception too? Easier so no need to fix time and wait for anyone.

Personally, I have gone to other dealers and when the sales rep i want is tied up, other colleagues take me out for the test drive. It's fine to me leh. I'm customer, other ppl also customer, how to make ppl choose?

For the sake of being fair, this SE is referred by myself. because she has been very accomodating to me, and even my colleagues/friends/family who have met (and purchased) from her. I had family members who even get advice from her NOT to buy a car yet, due to their situation with the current car (ie: resale, scrap value ) etc, so i know she is not one of those SEs that just zoom in for the kill. She really gives her personal professional opinion when you are looking at cars. Even after my sale, she helped me when i had complaints which she is not even obliged to help with. I just want to be fair cos after reading this post, it will seem like she's the witch from hell who only wants to close deals. Everybody just looking to make a living, yeah? Lets try not to be hasty, especially when she has apologized about the situation?

Hope you can settle this matter soon and without any more disappointment. And hope everyone else who is asking for a name to shame can understand this case is not one where every customer of hers has a bad experience, and is really quite the opposite. Believe me, I have encountered SEs that really just leave you high and dry after the sale. The SE in question is not one of them.

I think you missed the point completely. Do you see nothing wrong for the SE to choose to go out of her way to serve a new client instead of honouring the appointment. And if she is stationed at Bukit Timah, why did she travel all the way to meet another client at Alexandra. She should just keep to the appointment on time, simple as that. I did not even know she was not turning up until 4pm. Why don't she consider my family's time or my daughter sacrificing her nap? I definitely felt sore and slighted for sure after the incident.

Could there be more than meets the eye? Actually she did tell some little lies along the way too, like she is stationed at one place and cannot go to the other but she did go to Alexandra on Bukit Timah duty. I actually chose to overlook the small matters but not turning up after changing the appointment 3 times in a row was the last straw. The trust was broken from that point onwards. I can grudgingly accept it if I'm buying kachang puteh but 335i is no kachang puteh.

I'd tell my SE upfront that test-driving the cab was for my daughters to sit behind in an open top. It was awkward if it is another SE whom you are not buying the car from. It is also to make my trip worthwhile. Otherwise, I might as well send the cheque by mail or ask the SE to pick it up. I also wanted to learn to use the iDrive and discuss about installing solar film and other options before delivery so that I can drive off more quickly on collection date.

To be fair, she was actually quite nice and accomodating before the sales. I am sure the guy whom she went out of the way to serve at Alexandra yesterday would be similarly impressed. My point is why the complete turnaround after booking the car? Maybe referring customers to her has backfired on me. I am not discounting the possibility that it could be a one-off misjudgement and/or greed to earn more sales, hence I have not posted her name to-date. From what I heard, she is not the only one who does this complete turnabout. In this regard, it will not be effective to single out one or two individuals if it is a widespread disease. Hopefully the errant SEs can do some soul searching and learn to treat customer with respect after this episode. On our part, we can change things if we patronise only those SEs who consistently give proper respect and good aftersale service to customers.

Hopefully buying a premium car should be a joyful experience for everyone.

 

[motorknut]

Re: SE's attitude before and after booking of car

You missed the point completely. The SE chose to go out of her way to serve a new client instead of honouring the appointment. And if she is stationed at Bukit Timah, why did she travel all the way to meet another client at Alexandra. She should just honour and respect customers who keep to the appointment on time, simple as that. Very basic, I did not even know she's now coming until 4pm. Is there more than meets the eye?

I do understand your frustration. All I'm saying is, for me? If I had to pass cheque and my SE last min can't make it, I would also be a bit angry. But if the person apologizes and arranges for me to pass to reception I think i'd let it go. Cos I don't really need to wait around to hand in a cheque. But I guess since you were waiting for another test drive, you ended up waiting? I'm not clear on the exact details of the day, cos didn't ask. But of course, you have every right to be upset too. Just different reactions from individuals.

Regarding travelling to branches, they do that. If you ever called up to go test drive with an SE and they are stationed somewhere else, they would still go to the branch you request them to meet at. Or maybe the test drive cars are at another branch. She's done that for me, and i'm sure she has for you if you ever made appt with her on a day she is on duty elsewhere.

I see your point, i really do. She could have just met you at your stipulated time and made the other customer wait. But then, the other cusotmer might be in another forum complaining that his SE never wait for him regardless of him being late and he's a paying customer etc why like that. know what i mean?

Ultimately, u have the right to be unsatisfied with the level of service, which is why i suggested you talk to the manager or jus request another SE for delivery. But to be fair, I just wanted to list my own experience cos it's not fair to label an SE such in a public forum, with only one experience stated. in a sense, just to give more balanced feedback, ya?

Hope you manage to sort it out, whether to get full refund or change of SE.

 

[motorknut]

Re: SE's attitude before and after booking of car

Actually she did tell some little lies along the way too, like she is stationed at one place and cannot go to the other but she did go to Alexandra on Bukit Timah duty.

ok this part i'm not clear on, cos i have only requestd she meet me elsewhere when i am testing the car. when i was giving cheque, i just went wherever she was stationed for the day (my own decision), so never had this issue.

I can grudgingly accept it if I'm buying kachang puteh but 335i is no kachang puteh.

i gotta disagree with you on this (assuming u mean if u buying cheaper car then fine) cos no matter what, even if u buy a basic 320, u are still customer and deserve to be treated same way as a 730 buyer lah.

To be fair, she was actually quite nice and accomodating before the sales. I am sure the guy whom she went out of the way to serve at Alexandra yesterday would be similarly impressed. My point is why the complete turnaround after booking the car? Maybe referring customers to her has backfired on me. I am not discounting the possibility that it could be a one-off misjudgement and/or greed to earn more sales, hence I have not posted her name to-date. From what I heard, she is not the only one who does this complete turnabout. In this regard, it will not be effective to single out one or two individuals if it is a widespread disease. Hopefully the errant SEs can do some soul searching and learn to treat customer with respect after this episode. On our part, we can change things if we patronise only those SEs who consistently give proper respect and good aftersale service to customers.

Hopefully buying a premium car should be a joyful experience for everyone.

Like I said before, I referred her on the basis of my own experience. I almost feel responsible that there are such unhappy things written on a public forum, since I made the referral. It was never my intention to have her reputation be put up here, which is why i feel bad. Even my own boss bought a car from her, so you can see that I had full faith when i made referrals otherwise i can kiss my own bonus goodbye. I don't work for PML, not like I make any money from this, just hoped that other forumers like me get fair service. When i referred to you, i did explain she has been very fair with me in terms of pricing, and svc. Unfortunately, maybe you feel you only received good pricing but not so good aftersales. I'm just glad to hear she's been apologetic about your experience. I don't know every single specific detail, cos i respect your privacy, i only asked her why someone referred by me is so unhappy.

I don't think it's a complete turnaround when people apologize for their customers unhappiness etc. If she completly dao-ed you after you finished the deal and don't even bother to meet your requests, then yeah, fair enough. If you indeed did ask for a test drive for your kids, and she helped to meet that request, i think that's a good action on her part right? But like i said, everyone has their own expectations, so hopefully you manage to get what you want in the end.

Anyway, I really do hope you get a refund like you are asking for and good luck with your deal. Am just sorry to know your experience has become such an unhappy one for everybody involved.

PS: i hope you realize that this forum is public knowledge to PML, so i'd advise you to be careful when posting. Not sure what legal implications there can be with some of the things said here. and with everything written here, looks like my request for you to not mention any nick details to PML is now moot also.

 

[ktnpl]

Re: SE's attitude before and after booking of car

Not blaming anyone because we are responsible for our own choices. There are details which I should not disclose. In short, the SE gave priority to another client and lost the current one. Period.

 

[x3mblack]

Re: SE's attitude before and after booking of car

Not blaming anyone because we are responsible for our own choices. There are details which I should not disclose. In short, the SE gave priority to another client and lost the current one. Period.

I totally agree. If she cant make it because of some emergency, I think it is forgivable. If she didn't show up because trying to close another deal even though you had and appointment made, I don't see why she deserve the get your business.

But honestly, it is difficult to find a good SE. I think it is PML fault. I was told 2 years ago when I bought my car from one of the SE, there are about 60 sales SE in PML and about 60-70% doesn't stay long. PML also allows the SE to undercut one another and this created internal war.

 

[Red3er]

Re: SE's attitude before and after booking of car

The are always 2 side to a story, but what's most important now is to settle the issue.

Hope you can reached an agreement soon.

 

[Violin]

Re: SE's attitude before and after booking of car

Ktnpl is just sharing with the forumer here his experience with his SE. I am sure whatever he has written down here is what he experienced. Therefore, I don't see what legal implications can the SE or PML impose. And if PML do read this thread, I think they should take this input seriously so that the same incident don't happen again.

PS: i hope you realize that this forum is public knowledge to PML, so i'd advise you to be careful when posting. Not sure what legal implications there can be with some of the things said here. and with everything written here, looks like my request for you to not mention any nick details to PML is now moot also.

 

[motorknut]

Re: SE's attitude before and after booking of car

Ktnpl is just sharing with the forumer here his experience with his SE. I am sure whatever he has written down here is what he experienced. Therefore, I don't see what legal implications can the SE or PML impose. And if PML do read this thread, I think they should take this input seriously so that the same incident don't happen again.

True, but like another post said, there are always 2 sides to a story. This is obviously just one side. I also have no legal training, but i'm just stating this to be careful. I myself had experience dealing with a situation that had to go into legal action, and I consulted with my lawyer as to what can be made public and what shouldnt while the case was still pending.

right now there are alot of accusations flying in this post, and he is considering action that might be viewed as breach of contract, so i'm just saying to be careful esp if he decides to go down that route. But of course, it's up to ktnpl as to what he wants to share since it's his posting.

and lets face it, i'm pretty sure this kinda incident will happen again, because two customers being handled, either side can always get pissed off. it's inevitable to be repeated. i'm not saying who is right or wrong here ok, so please nobody flame me and call me a spy or whatever, but obviously there'll always be situations where even though one customer is in the wrong also he will never agree that he is (like where a customer is late and keep the sales rep tied up from another appt, the late comer can easily kao pei that he is not taken care of if the SE tells him she has to leave.)

Just like if i go hairdresser and one customer goes late, end up take too long and eat into my time and my appt gets pushed late cos of it. Has happened to me before, i also get angry. In the end, whether i wanna go back again is my decision. do i think it will never happen again? lets be realistic, surely can happen one lah, there are always mofo customers who will be late. But i still go back cos he's good at cutting my hair, is reasonably priced and he sincerely apologizes when this kinda shit happens.

*shrugs* i just feel life is too short, i can endure other things, but not ugly hair.

 

[motorknut]

Re: SE's attitude before and after booking of car

Not blaming anyone because we are responsible for our own choices. There are details which I should not disclose. In short, the SE gave priority to another client and lost the current one. Period.

honestly speaking, if you already feel slighted now, by an SE who has apologized for whatever has made u so unhappy and is still making the effort to settle your issue, i do hope you get a refund in the end. cos just wait till you encounter other staff that really drive u nuts when u got problems with your car. :dramamam:

it's well documented even on this forum that not all PML servicing guys are on the ball. depending on your luck, i think u might end up with high blood pressure. ultimately, your health is more important ok.

 

[ktnpl]

Re: SE's attitude before and after booking of car

I have given an objective view. I have also handled giants before, not for the first time.

Chances are if it is bottled up, it will explode. My strategy is this. Find out the facts and if there are actions others take that are beyond your control, I just stay focussed on those actions I can take.

By discussing opening in this forum, I have also gathered useful insights from many of the forummers. Sometimes it is just to get a second opinion.

Finally, I always put my words into action, like having a constructive dialogue with PML, that's why I do not have high blood pressure

Even if there are tough issues, I will bite like a pitbull to keep to my principles. It actually reduces stress. Being angry is natural. It is how you respond and channel the energy into positive action. Naturally everyone will have different experiences and different responses. In the end, it is up to the affected parties to work with each other to find a common ground. Not always easy but achievable.

Lastly, I am not angry with the SE, I am angry with her action. There's a difference you know. It is nothing personal.

 

[Ahbengdriver]

Re: SE's attitude before and after booking of car

If I were you holding a $150k cheque and the SE bo charp, I am just gonna call up the senior mgt, and tell SR that I ve drafted a post on BMW-SG, and about to press the 'send' button to reveal all the $hit to the public.

Frankly, I think you have great tolerance. I dont. Same here, I bought my 320i from a chick at PML, after car is booked...all sorts of crap. She left n went to sell Toyotas now. If she was still there, I would not go back to her. I actually wanted to get my 335 from Vincar instead of PML, but too bad Vincar couldnt spec the 335 to my liking and so I bought the second BMW from another SE Wai Mun, who I have to say is miles better. or maybe I got better treatment than first time becos I bought a more exp car the second time? I dont know.

In between, I ve also returned a few times to PML to test drive some cars before I bought my e92. I also met another SE chick at PML who is full of horse$hit and another who knows nothing about BMWs but try to throw smoke. When I wanted to get the 335 and there were backlogs, this SE told me the new 3LTT engine is new and probably not reliable, and suggest I get the 325 instead(in which there is one in the showroom). Another one told me to get ready stock 523/525, but I wanted one with active steering which needs a waiting period. This joker better still, says Active Steering is for inexperience drivers and lady drivers who cant handle car well.

Well I leave these to your own judgement.

 

[jpwong]

Re: SE's attitude before and after booking of car

KTNPL,
Honestly, I think your SE will just settle things by giving you some cheap freebies like car mats, vouchers, etc. The freebies will probably amount to much less than what you can earn in a day. If I were you, I will not accept any freebies and take it to the higher management or BMW Asia and cc the proceedings to BMW HQ.

Like what ABD had said, your tolerance level is indeed high. If I were to consider another BMW again, I will look for a PI or give other makes a chance. If it is convenient, can PM me the SE's name?

Buying a new car is supposed to be a happy event. Look on the bright side...

 

[basker]

Re: SE's attitude before and after booking of car

KTNPL, you are absolutely rite to be pissed. I would have got the manager @ PML Dunearn to personally give me a good explanation if I am being made to wait for more than an 1 hour let alone hours. We are in a public forum sharing information no need to be afraid of any legal implications so long you are writing the truth. Many thanks for sharing.

 

[edlms]

Re: SE's attitude before and after booking of car

Let's see if I got this right? Please correct me if I got it wrong anywhere...

A deal was closed and a cheque was being dropped off. As a matter of convenience and as an extra thrill, the SE arranged for a joyride in a car that was never going to be purchased.

The SE, wanting (for obvious reasons) to attend to another customer, was running late. She appeared to have made several attempts to reschedule and apologised when she finally couldn't make it.

While I agree that she should keep to her appointment, I think we should keep in perspective that a freebie was being handed out that had nothing to do with the sale of the car.
The TS waited cos he wanted a joyride, if not, he could have dropped off the cheque and gone home. Any other discussion could have been done over the phone or before the sale was completed.

What would we really have done if we in the SE's position? Really... She did try right?

While getting upset is understandable but isn't aborting the sale a bit of an overeaction, notwithstanding that there appears to be no legitimate grounds for doing so?

my 2 cents + I don't know anyone involved.

cheers

 

[motorknut]

Re: SE's attitude before and after booking of car

Let's see if I got this right? Please correct me if I got it wrong anywhere...

A deal was closed and a cheque was being dropped off. As a matter of convenience and as an extra thrill, the SE arranged for a joyride in a car that was never going to be purchased.

The SE, wanting (for obvious reasons) to attend to another customer, was running late. She appeared to have made several attempts to reschedule and apologised when she finally couldn't make it.

While I agree that she should keep to her appointment, I think we should keep in perspective that a freebie was being handed out that had nothing to do with the sale of the car.
The TS waited cos he wanted a joyride, if not, he could have dropped off the cheque and gone home. Any other discussion could have been done over the phone or before the sale was completed.

What would we really have done if we in the SE's position? Really... She did try right?

Isn't aborting the sale a bit of an overeaction, notwithstanding that there appears to be no legitimate grounds for doing so?

my 2 cents + I don't know anyone involved.

cheers

U left out the part where the SE had intended to take the TS on his requested drive personally, but made additional arrangements so the TS didn't have to miss out on the bonus joyride while she was held up by a late customer whose appt slot got dragged out. Now, does that sound like an SE who isn't making an effort for her closed-sale customer?

Hallelujah, i was starting to think no one else here had the empathy to understand it was a difficult situation for the other side too. everyone seems too busy calling for blood despite the obvious effort made to appease and apologize to the TS.

i think its a lose-lose situation for the SE, whatever she does with both customers she was stuck between that day, it would backfire on either side. This is why i think sales is such a shitty job. i pity those poor bastards who have to smile while (some of) their customers cling tight to their single cheque, waving it around like it's a royal decree that awards them the right to shout "off with your head" even as they're being apologized to. If i ever went into sales, i'd freaking starve cos i'd be telling all my difficult customers to kiss my while i sing Ricky Martin to 'em.

seriously, am one of the few people here who thinks its insane to allow my SE to go and make service bookings for my car? I never expect stuff like that from an SE. I even told her why the heck should she do that when she offered over the phone one day. (though i did thank her for the offer. Cos my mom taught me manners, even if she failed to keep me from cussing all the time).

 

[715]

Re: SE's attitude before and after booking of car

4 words: Live and let live

You could be at the other end of the story one day.

If you really like the car that you've purchased, why not just forget about the incident and look forward to collecting your new ride? Unless you have a change of mind....

Like I've said before, buying a car (and a 335 in this case!) should be a happy and enjoyable experience. Why let such things get in the way? End of the day, if you manage to cancel the deal and get a full refund (maybe??), you will still have to hunt for another car (which already has been a long process for this one!), which might not be your first choice. And one day you will think back and tell yourself, shit, I didn't get my dream car cos some stupid SE pissed me off!

Still the same 4 words: Live and let live

 

[Luboil]

Re: SE's attitude before and after booking of car

This SE you guys talking about is a 'cha-bo' rite? Complain to AWARE lah