I've found the trick to getting good service in the greater Los Angeles area: Bring a $70K SUV to BMW of Beverly Hills (or buy a Saturn). From beginning to end this was a sharp, well executed service visit. There was nothing fancy or particularly special, just competent employees who do good work in a timely manner.
The maintenance light was illuminated and with 13,511 miles on the clock, it was expected. I made the appointment online through Beverly Hills BMW's website. It was a pleasant change from the usual disinterested and hurried cashier / receptionist. The virtual calendar clearly showed what days were available, and what times. Good system. I liked it.
Once we got to the dealer there was no fussing around with pencil and paper, our service advisor simply took the key, slid it into a reader on his desk and got the full vehicle history: How many miles we drive per week, odometer reading, VIN, what services were required. It also told him that the X5 was low on wiper fluid.
The X5 needed an oil change, a new cabin filter, and a new air filter. The filter's are not surprising given the deep, fine silt we were slogging through just a few weeks ago.
We're also experiencing a grinding noise when raising the driver seat (lowering it is fine) and a similar grinding noise when telescoping the steering wheel (tilt is fine). The key did not know this information.
The oil change, washer fluid, and filters were done by noon. We got the call at 11. Being a new BMW, there was no charge for any of this. The seat and the telescoping wheel both required parts that had to be ordered. We'll update you when they come in and when they are installed.
Mike Magrath, Vehicle Testing Assistant @ 13,511 miles
lazyhater says:
10:22 AM, 07/18/08
WOW, good service from a BMW dealer, that is shocking!! The end of the world really is coming!
vvk says:
10:33 AM, 07/18/08
My BMW dealer experience has been very similar. Nothing but competence, good will and respect.
blankfocus says:
10:33 AM, 07/18/08
nice. if only my recent VW GTI service went that smoothly. the car is great, but the dealer screwed up my oil change and it got messy, literally and figuratively, really quick. not good.
joefrompa says:
12:09 PM, 07/18/08
An online interface that works in a user-friendly manner? How novel. Note to edmunds:
Unfix the comments board with the "fixes" that have been put in place.
Why do I have to sign-in again by clicking on "sign-in"....I don't have to enter any information. I'm obviously already signed in. Why can't I tell how many new comments there are?
Back on topic....
I've heard almost universally positive things about BMW dealer service for the usual suspects (i.e. maintenance). I've only heard bad stories about stuff that needs to be fixed out of warranty, or that's very unusual. And, hell, they still give you a loaner and all that good stuff.
I swear I'm going to lease a BMW 128i just so I can get the loaner and free maintenance and the whole worry free experience. I despise worrying about how I'm going to transport myself, or figure out my day around a service, etc.
Joe
bimmerjay says:
12:52 PM, 07/18/08
I always get similarly great service from my BMW dealer here in NorCal. They are extremely fast getting me in and out of there in the morning, and my service advisor gives me all the anal-retentive details a fussy BMW owner needs. :-)
Plus they always wash, dry, and vacuum the car and have it back to me when promised.
huyracing says:
01:49 PM, 07/18/08
i've owned mostly mercedes benz's for years and the service is horrible. in fact, that is why i no longer plan to buy one. glad to see good service from BMW, as it is something i wasn't aware of.
n_tesla says:
02:51 PM, 07/18/08
I've had great service experiences at the BMW Gallery in Norwell. The service writer (Tom) is knowledgeable and prompt. The work is done right the first time. The labor rate of $125 hr. is steep, but if that's what it takes to get good techs it's worth it.
However, I do the little stuff like wipers, filters and oil changes myself to save a buck and convince myself I still know how to twist a wrench!
I don't want comfy seats and a frappachino. I just want to talk with techs that understand performance cars that fix them right the first time.
BMW has really upped its game over the last few years.