BMW India — Service related to the bmw car — parsoli motors @ surat, gujarat

Address:	Pune, Maharashtra, 395002
Website:	www.bmw.in

First of All, let me tell you that i have been patronising the brand BMW since 2010 ... Although the brand boasts of the luxury and its credentials, its dealers are not committed to the same...

The fact of the matter is as under:
My car broke down(tyre bursted 4th time in an year) on last Thursday morning(dt 21/07/16) at 10:03 am. I call up the "on road assistance" service and am promised to send the assistance asap, since i am the owner of the BMW Secure policy and i am waiting for the assistance on road in the heart of the city.(easily accessible area) for more than a hour. The road assistance comes up at around 11:30 am and they replace the tyre with service. This being the 4th incidence in the same car in less than an years time.

I asked the manager to keep the car for claim process and repairs, i am told that the schedule is tight and the earliest date of appointment is only Tuesday, however i enforced on fir-sat and finally agreed to put my vehicle on Monday.
Since i had to travel out of station, i decided to take a private cab and put my car for service. The car was picked up from my residence on Monday morning after a couple of followups and lame execuses of drivers being busy etc... Then i follow up for my car and am promised to get the same delivered the next day, and then i follow up continuously everyday only to know that my car has not been put under claim and they need some claim form etc, which was already delivered to them the very next day the car was picked up for service. This was the reply on the 5th day. And when i lost my patience and am back in town after travelling for 4 days and following up for car, i was promised to deliver the car yesterday afternoon i.e 29th July (8th day).

When i called up the executive he says the car is ready and i ask him the estimates for the repairs, he says he will call back in ten minutes and he never turns back. (As usual, he has been playing with me for past 6-7days similarly)
Then i call him up in late evening only to know that the drivers were busy and there is SCARCITY OF RESOURCES (both manpower and equipments) at the dealership, so we cannot deliver it today but we promise we will deliver ur vehicle tomorrow morning i.e 30th July'16.

Today morning(10th Day) before i start from my home i call up the service advisor to know the status he says i have just reached the office and will call u back in 5-10 mins. Again as per the habit, i didnot receive the phone call. As i had already conveyed the service manager and the service executive i have an urgent meeting to attend today and i need the car at any cost so i had to follow up again becoz it was my need not any on the part of the service team or dealer. Still being shameless i called up only to know that old story again, there is no driver and it would be great if you can pick up the car on your own sir. Fine... Great... I agreed and instructed the service manager about my urgency for the meeting as it was a make or break deal for my business worth 70 Crores of deal size. My reaching there on time was essential. Still i agreed to pick up the car since it was ONLY MY NEED... and i told the executive i have an emergency meeting and so you please keep the vehicle ready for delivery. i cannot afford to waste time, and tell me the estimates so that i can get the cheque for the same amount. I am told that you need to get the cheque as the claim is still under process but the car is ready.. and you can come sir, we will deliver your car in just a min... We will not waste your time.

Now to add fuel to the fire, when i reached the service station to collect the car, the executive is not picking up my phone, the manager is hunting for my car and then when located the car is brought to me for delivery, i find the car shabby from with not at all cleaned and the service tyre still flat...(punctured)... and I am told sir it will take just 2 mins.

I enquired about the claim and the new tyre to be replaced to which i am told the FACT THAT the tyre that was kept for CLAIM has been LOST by the dealer and that the staff is still hunting for it. Once we get the tyre we will put it for claim and then the surveyor will approve it and then we will collect the cheque from you... (This sheer nonsense i hear on the 10th day of my car being kept in service at the dearlership) Again the car was kept for service at the convenience of the dealership and not the customer. As they had promised not to take more than 48 hrs for the same.

And then when i yell their and scream on people, two guys start working on the vehicle one cleans the inside matting and the other is replacing the tyre (again with a service tyre that was originally given to me after the breakdown) And the workshop manager and the service manager are patiently looking at the entire scene.

In the anger and franatic mood, i leave the dealership without waiting anymore for the vehicle to get ready...

Ultimately i had to take a public transport from the showroom and get to the place of my meeting to which i could not reach on time and the client had left by the time i reached the meeting place and i lost the deal to someone else...

What did the dealership loose ??? nothing... I lost BUSINESS WORTH 70 Crores ...


And then i am called to say sorry and stuff like that to which i am not paying an ear...

My point here is if BMW India really cares for its customers, why does it give dealership to people who do not understand the value of the BRAND and its associated pride and necessity. Its importance in the life of the customer...

And what else can i expect from the dealership, the corrective action that a dealer would now take is, they will fire the executive (which i got to know if i raise this issue at your level)... My point is what can an executive do if there are no resources in the dearlership... What can i do if the dealer does not have the resources...

I lost business worth 70 Crores, can the dealer compensate me for the same...??

I am hoping to get a call from your side if my complaint is not falling to the deaf ears... and would like to know the solution to this from your side ...