What do you think? raising hell and all at UDM servicing

[zag]

Was at "you know where" last Saturday at Alexandra... was drawn to a commotion at the Service advisor areas .... shouts and yelling filling up the whole hall.. didn't get the background but spicks and specks of conversation related to service issues between a customer and CSA.... the raised voice was one way... from far could tell the CSA is trying to appease the agitated customer. the incident went on for a good 20 to 30 minutes..

other folks in the premises even though tried to go about their business and pretended not to pay any attention to the obvious commotion but one can tell it is a very awkward atmosphere to be in.. not knowing the root cause of the frustration that led to the agitated customer... this made me think.

when we have persistent service or warranty related issues and grievances with BMW dealer and when aired here in the forum, we pretty much got advices and encouragement invariably to raise hell; "bang table" etc etc.. but i wonder are those advices to be carried out literally?

If one is in the dealership listening to the yelling and shouting even though one is trying hard to be oblivious and concentrate on the newspaper in front of them and occasionally sip nervously on the coffee through the distraction.. one could start to feel pity or partial to the CSA rather... and may be start to think this customer may be is the unreasonable ones..

truth could be the customer is at all time being frustrated by the poor service rendered and therefore deserves full lashing...

i for one felt pity and couldn't help but walk away thinking, this CSA's pay grade might not commensurate with the abuses and humility but his Manager does so grind your axe with the manager or higher ranks... also one can be very stern and forceful without raising voices or else get into the room...

so who do you think looked bad here? i wonder....

 

[dantito]

Re: What do you think? raising hell and all at UDM servicing

wad time? i was there too to collect my ride from warranty repair..but didnt hear anything..

 

[satinGHOST|r!der]

Re: What do you think? raising hell and all at UDM servicing

The problem is apart from their massively pathetic and useless after-sales team jointly contributed by "you know where" and "you know where's BIG BROTHER", they also have quite a few dumb CSAs who really do not exercise any logic when they explaining things to customers. Giving an obviously stupid answer for a question that customers wants addressed will only exacerbate things in the long run especially when customers repeatedly come back for the same problem only to be told a dumbass reason. Which can actually be solved if they exercise a little more logic and initiative on their end which proves to be amazingly difficult for an agent.

I have given up on them when I realized that the mistakes they make are recurring and they don't seem to take a positive step to address it. Clearly, there is no urgency on their end to improve their after-sales services because it appears "you know where's BIG BROTHER" is more concerned with numbers than customer retention. In all honesty, they do not have a proper and competent after-sales head to overlook and enforce customer feed-backs. Otherwise, by now, something would have been done to deal with this as there seems to be a very concerning rate of frustration within many. "you know where" is a function of improper after-sales management by BIG BROTHER.

As much as I can be sympathetic towards the CSA for getting the blasting, it all trickles up to the management and how they view and/or appreciate customers. I do not shout or lash out when I used to be there because I knew that it is not going to work at all. When you visit them enough, you will realize that as customer's you actually have more knowledge than the CSA or the manager themselves which is a HUGE cause of concern. Life is a viscous circle. They have to learn in the hard way. Especially when all these are actually unnecessary and idiotic problems. And most of them are recurring.

Morale of the story - Wrong BROTHERS' at the Wrong Place at the Wrong Time reaps Ultimate Depressing Machine.

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

what is UDM servicing ? pardon me for this silly question

 

[satinGHOST|r!der]

Re: What do you think? raising hell and all at UDM servicing

what is UDM servicing ? pardon me for this silly question

Ultimate Driving Machine.
It's a way of putting it without being too direct me think.

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

wahahahaha .... i read the post and i can link most of the story .. alexandra .... CSA .... bmw dealers .... but just don't know what is UDM ... kakaka

then SDP means sheer driving pleasure .... lol

Ultimate Driving Machine.
It's a way of putting it without being too direct me think.

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

so, got stomp or not ??? kekekeke
stomp is the ultimate tool to sia sui people / company

Was at "you know where" last Saturday at Alexandra... was drawn to a commotion at the Service advisor areas .... shouts and yelling filling up the whole hall.. didn't get the background but spicks and specks of conversation related to service issues between a customer and CSA.... the raised voice was one way... from far could tell the CSA is trying to appease the agitated customer. the incident went on for a good 20 to 30 minutes..

other folks in the premises even though tried to go about their business and pretended not to pay any attention to the obvious commotion but one can tell it is a very awkward atmosphere to be in.. not knowing the root cause of the frustration that led to the agitated customer... this made me think.

when we have persistent service or warranty related issues and grievances with BMW dealer and when aired here in the forum, we pretty much got advices and encouragement invariably to raise hell; "bang table" etc etc.. but i wonder are those advices to be carried out literally?

If one is in the dealership listening to the yelling and shouting even though one is trying hard to be oblivious and concentrate on the newspaper in front of them and occasionally sip nervously on the coffee through the distraction.. one could start to feel pity or partial to the CSA rather... and may be start to think this customer may be is the unreasonable ones..

truth could be the customer is at all time being frustrated by the poor service rendered and therefore deserves full lashing...

i for one felt pity and couldn't help but walk away thinking, this CSA's pay grade might not commensurate with the abuses and humility but his Manager does so grind your axe with the manager or higher ranks... also one can be very stern and forceful without raising voices or else get into the room...

so who do you think looked bad here? i wonder....

 

[satinGHOST|r!der]

Re: What do you think? raising hell and all at UDM servicing

so, got stomp or not ??? kekekeke

If someone had that recording, I sure as hell hopes it gets uploaded to STOMP.
It seems to be a more hotter place than Straits Times these days. Hahahah...

 

[zag]

Re: What do you think? raising hell and all at UDM servicing

wahahahaha .... i read the post and i can link most of the story .. alexandra .... CSA .... bmw dealers .... but just don't know what is UDM ... kakaka

then SDP means sheer driving pleasure .... lol

it was official tag line for 31 years ....

BMW drops "Ultimate Driving Machine" — Autoblog

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

haha .. i know la
ultimate driving machine ... blue/white propeller logo .... that's why i die die must buy
mental block la ... "UDM servicing" i thought some "special" thingy .... kekeke

it was official tag line for 31 years ....

BMW drops "Ultimate Driving Machine" — Autoblog

 

[dleo]

Re: What do you think? raising hell and all at UDM servicing

wahahahaha .... i read the post and i can link most of the story .. alexandra .... CSA .... bmw dealers .... but just don't know what is UDM ... kakaka

then SDP means sheer driving pleasure .... lol

Either that or Singapore Democratic Party!

 

[etan1]

Re: What do you think? raising hell and all at UDM servicing

Without knowing the full story, it will be difficult for us to come to any good conclusion. CSA roles are not easy if there is no supportive and competent value chain.

Reminds me of a case where a PPS member was screaming for special privilege to be on the next flight due to delay. This clearly showed the ugly side of customer.

Was at "you know where" last Saturday at Alexandra... was drawn to a commotion at the Service advisor areas .... shouts and yelling filling up the whole hall.. didn't get the background but spicks and specks of conversation related to service issues between a customer and CSA.... the raised voice was one way... from far could tell the CSA is trying to appease the agitated customer. the incident went on for a good 20 to 30 minutes..

other folks in the premises even though tried to go about their business and pretended not to pay any attention to the obvious commotion but one can tell it is a very awkward atmosphere to be in.. not knowing the root cause of the frustration that led to the agitated customer... this made me think.

when we have persistent service or warranty related issues and grievances with BMW dealer and when aired here in the forum, we pretty much got advices and encouragement invariably to raise hell; "bang table" etc etc.. but i wonder are those advices to be carried out literally?

If one is in the dealership listening to the yelling and shouting even though one is trying hard to be oblivious and concentrate on the newspaper in front of them and occasionally sip nervously on the coffee through the distraction.. one could start to feel pity or partial to the CSA rather... and may be start to think this customer may be is the unreasonable ones..

truth could be the customer is at all time being frustrated by the poor service rendered and therefore deserves full lashing...

i for one felt pity and couldn't help but walk away thinking, this CSA's pay grade might not commensurate with the abuses and humility but his Manager does so grind your axe with the manager or higher ranks... also one can be very stern and forceful without raising voices or else get into the room...

so who do you think looked bad here? i wonder....

 

[sszone]

Re: What do you think? raising hell and all at UDM servicing

Was that u Omar? Hehe

 

[satinGHOST|r!der]

Re: What do you think? raising hell and all at UDM servicing

Was that u Omar? Hehe

I don't do such stuff. Gentleman.

 

[como]

Re: What do you think? raising hell and all at UDM servicing

Well, they have a product that sells by itself.....enough said.

To be fair, some CSA are good helpful, some indeed try to smoke their way thru.

All in all, service industry in SG has a long way to go to match HK and Japan.

 

[sszone]

Re: What do you think? raising hell and all at UDM servicing

Well...it's either a very ngeow customer or someone who can't take it no more with the problems they have with their rides.
I got customers telling me they have had to go back to pml 3 times to correct the water leakage from their sunroof...can understand the frustration in such situations

 

[atec1267]

Re: What do you think? raising hell and all at UDM servicing

i go back 3 times to get the cigi lighter fix, but till now still not fix, anywhere else i can fix this? BTW it is still under warranty but they say this one not cover..pui

 

[satinGHOST|r!der]

Re: What do you think? raising hell and all at UDM servicing

Well...it's either a very ngeow customer or someone who can't take it no more with the problems they have with their rides.
I got customers telling me they have had to go back to pml 3 times to correct the water leakage from their sunroof...can understand the frustration in such situations

I remembered a pissed off e93 guy who posted about water leaking through his cab and "you know where" claimed it was normal. I can't imagine that things that are supposed to be problems suddenly become a BMW specific feature that customers are supposed to accept. I think alot of frustration is due to the fact that CSAs give dumbass answers for an obvious problem which is not normal by any means. Being constantly unable to rectify the problem, most customers let it out and I think that's completely normal. For every action, there is an equal reaction. At the end of the day, it's the "you know where" dealer that looks amateur infront of customers and not the other way around.

i go back 3 times to get the cigi lighter fix, but till now still not fix, anywhere else i can fix this? BTW it is still under warranty but they say this one not cover..pui

"you know where" redefines their own warranty. When they feel like it, they honor. Otherwise "you know where" will say normal all the way until your warranty expire. Try going there after your warranty expires. They will tell you this and that machiam your car going to coffin and you need coma treatment. I am inclined to believe that they do not check or address issues with cars under warranty as fast as a car that breaks its virginity after 3 years! Oh believe me, alot of the CSAs are very well trained in that. Oh well...Nothing new anyway...

 

[atec1267]

Re: What do you think? raising hell and all at UDM servicing

so as long as PML is the dealer, i think i am switching back to merc after that...

 

[detach8]

Re: What do you think? raising hell and all at UDM servicing

my experience with merc isn't fantastic either... but i am pleased with volvo