Please excuse the cross-post; forewarned is forearmed.
I am in my 7th month of an ongoing warranty service issue with BMW. Case History attached. The issue is very simple: loud wind noise/buffeting at freeway speeds from the drivers window, top seam. Three dealers have been involved spanning seven visits and eleven days, but none of the dealers has solved the problem. Or, apparently, been interested in actually solving the problem. They are the biggest collection of apathetic and incompetent idiots it has ever been my misfortune to meet.
Two individuals were actually somewhat helpful: Russell Wang, SA at Pacific BMW; and William Manganaro, SA at Santa Monica BMW. They were small glimmers of competency in an oil slick of apathy.
Following are the names of the particularly egregious idiots. I am calling them out BY NAME because they were epically apathetic and useless. I HIGHLY recommend you avoid these useless bipeds in your future dealings with BMW:
Michael Ontaman, Santa Monica BMW Service Manager. Does not return phone calls. Ever. Possibly cannot dial a phone due to suspected lack of higher brain function. How does he keep his job?
Terry Wallace, Service Manager, Pacific BMW, Glendale. Gives up when the going gets tough. Returns one phone call in ten. Self-important yet useless. Drops the ball more often than a cross-eyed wide receiver. How does she keep HER job?
Shawn Kim, Shop Foreman at Pacific BMW , Glendale. Replaced a just-replaced-it-last-week part hoping the results would be different the second time. When that failed he had no plan B. “The best he could do” was a 75% fix. HOW does he keep his job??
ALL of the mechanics at Santa Monica BMW. Really. Every. Single. One. Wastes of carbon. Pinched valve cover gasket. Overfilled oil. Underfilled oil. Improperly replaced window regulator, nine days wasted. Oil drain plug loose. Front bumper scraped.
So, in my despair, I got BMW North America involved. The following idiots have proven themselves incapable of doing their jobs and managing an issue to successful resolution:
Anita Silva, BMW North America “Customer Relations Specialist”. Zero technical acumen. Returns one phone call in ten. Apparently cannot use/read email. Demonstrably cannot set her ‘out of office’ notices before going on vacation. No commitment to customer satisfaction. Cannot follow up in a timely fashion. Does not advocate for customer. Basically a complete waste of your time.
Blake Wertz, BMW North America “Customer Relations Specialist” (presumed). Does NOT return customer phone calls. Does NOT respond to customer emails. He half-way filled in for Anita during her apparent vacation, but left my case hanging with a bunch of undone actions and missed communications. Basically another complete waste of time.
Sean Lobosco, BMW North America, Marketing. Met him at BimmerFest 2010, he gave me a business card and a promise to forward my issue to someone capable of higher thought. I sent him the case details, no follow-up yet. Typical marketing douchebag. Basically another complete waste of time.
How can ALL of these individuals be so hugely incompetent and keep their flippin’ jobs??
Can ANYBODY within BMW North America manage a minor support issue to resolution? Can any of them dial a phone? Does ANYBODY actually have Customer Satisfaction as part of their job? How can I speak to HIM ?
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