Mad Mo

Review of BMW Kingsway

Revolting experience with Service team and especia...

Revolting experience with Service team and especially Steve Donoghue. Firstly, the Service team messed up our standard car service because they forgot to fix something on the Thursday we booked the car in for service. Before things hit the roof, Steve told my wife to bring the car back the next day (Friday).

It seems like Steve forgot that my wife has to now unexpected go into work late because of BMW Melbourne's error. My wife arranged with Steve to pick the car up at 6pm. Unfortunately, my wife was running a little late due to unexpectedly worser than the already usually bad peak hour traffic on Kingsway. At around 545pm, my wife notified Steve that she will be running around 10 minutes late. Steve was unhappy. He became condescending and threatened to leave the car locked up over the weekend (which we cannot because we were leaving overseas and the other important things were attached to the car keys). Closer to and after 6pm, Steve repeatedly called and bullied my wife over the phone by yelling at her that she is making him leave work later than usual. My wife kindly requested for Steve to leave the car keys with one of the Sales Team or Receptionist. Steve refused and told her 'No one will be here after 6pm' and hung up on her.

At around 610PM, my worried wife had to get out of the Uber and ran to the dealership. Digressing, the Uber driver heard all the yelling and on his own initiative drove to the dealership to check whether my wife managed to pick up the car. When she got to the dealership, Steve was no longer there but the keys were with the Receptionist. Moreover, heaps of Sales reps were still around.

If you customer had to unexpectedly come back again because of your mistake, the very least you could have done is to wait an extra few minutes!

We lodged a formal complaint with BMW Australia and they decided that it is 'out of character of Steve to be like this', and did nothing but just to verbally call us. Nothing positive came out of the complaint or trying to right such deplorable customer experience. If that was surprising, I guess it is no longer surprising that Steve is now promoted to Assistant Service Manager.

We now use another dealership and the customer experience is significantly better!

After buying the car from the dealership, paying over 1k for this service, and, not being our fault that we had to bring the car back in the second day running, would you expect to be bullied and experience such deplorable customer service?