Jeremy Garcia

Review of San Jose BMW

It says a lot about a business when their chief co...

It says a lot about a business when their chief concern is the service they provide. Most folks believe that businesses exist to make money, but what sets a business apart in terms out customer service (and what makes small businesses amazing) is that they actually exist to provide a service - to fill a market need that wasn't there. I think the best businesses focus on providing that service as their chief leading principal, and the profit is a side effect of that focus.

My experience, from sales to service, I've felt this dealership wants to get you on a bike, not to make sale, but because of a mutual passion. I've originally wrote off BMW as a luxury a brand I can't afford, and my previous experience working for a luxury dealership, I know they rip you off, but BMW Motorrad is not BMW and this was one of my first experiences where I felt happy instead of violated. And the only reason why I even reached out is because they are the nearest Zero dealer, and I really wanted an Electric motorcycle (though I wasn't above going to Scotts Valley).

Part of the great experience is the personable staff who share the same passion. My first contact was with Amy, and she's amazing! She was knowledgeable, we traded riding stories, and she provided with everything I needed to make a sound decision - test rides, literature, news, contact to sell my Harley, worked with me to get the best financing possible, and most importantly, she gave me time and space to mull it over. She went above and beyond and really seemed to care about me as a person. I ended up going big and left on a 2020 Zero SR/F.

Another hallmark of someone I want to do business with is how they fix mistakes, which brings me to service: sales set an impossibly high bar with Amy working so diligently, but service did not disappoint either. In fairness, not every mistake was actually the dealership's. The first issue I had happened on day - I had a faulty display unit and while the bike still got power and was technically rideable, they didn't think it was safe and actually picked up the bike free of charge. They worked with Zero to get me back and on the road as soon as possible. Another experience was with initial service, my bike couldn't be read by their computers, and they had extremely limited technicians trained with Zero bikes - again they worked with Zero to get their techs trained and equipment upgraded, and when I came back they finished the update. This initial service took 3 visits in total, but they honored the original RO which was paid off and I was never charged for "additional time". Additionally, I received a loaner bike/scooter every time, and they were accommodating of my schedule and requests (they charged my bike when I brought it in with low battery). The last issue I had was one of miscommunication. I brought it in for a squeaking and droning noise - they suspected it was the belt and told me if anything was wrong it would likely be covered under warranty. When I picked it up, I was billed for a half-hour labor. I wasn't necessarily angry, just a little perplexed, but willing to pay it since they've taken care of me thus far - they explained that normal wear and tear and routine maintenance wasn't covered under warranty, so fair enough, it was an honest misunderstanding and I was going to pay, but they offered to split the cost. And the issue was gone and I was relieve that it wasn't more serious; it was as quiet as it was on day 1.

So my experience wasn't perfect, especially being an early adopter of a brand new bike from a relatively new manufacturer (still not on my insurers lists), but I expected some teething issues and I don't doubt I received the best possible service given the circumstances. I'm very confident in them and am looking forward to doing business with them in the future. If I get the founds for another weekend bike, I'm definitely eyeballing that R Nine T.