Are dealer service departments OVERWHELMED?

[Streamliner]

I’m new to this forum. I had 8 Lexus LS sedans and then switched to MB S Class sedans and had 6 of them, still driving one, but looking to order a new I7 imminently.

I feel very strongly that many—if not most—MB dealer service departments are absolutely overwhelmed, mostly with tech issues and mostly with new models launched for 2021 & later. The loaded, 2022 S580 sedan I had, was finally bought back my MBUSA, due to the California Lemon Law.

I live in Orange County, CA and with MB, it seems as though the dealer service departments are in “triage” mode, doing everything they can to simply keep the cars on the road, as they gloss over the less urgent, but still ridiculously annoying issues like door handles not popping out, haptic controls working poorly and their MBUX systems constantly losing one’s settings. There are MANY others.

As I watch various video reviews of the I7, I can’t help but wonder if BMW is having similar problems with “tech issue overload.” Would love to hear your thoughts.

[CSLA]

The issue Mercedes is having at least with EQ products is they’re forced to take their techs out of income producing work and send them to Alabama for training. So every dealer will just have one EQ tech. MB of Beverly Hills took my eqs450 into service and didn’t have some one available to touch it until three weeks in service. I had the same issue with the multi contour seat losing side bolster and lumber settings almost daily. It was never resolved nor was the active brake assist warning I received, which caused a buy back after three months in the service department and a glc300 coupe loaner.

I haven’t had any of those similar issues with my i7. There’s also no silly door handles to deal with and the car remembers settings. I had the car in BMW of Beverly Hills for a couple inquires and they were quick and knowledgeable.

Will also say Fletcher Jones Motorcars has a completely inept service department if that’s who you were using in OC. They lost the second key for my EQS580 upon delivery than pulled me back down to the OC for a replacement key and had me sit there 4 hours while they scrambled to locate it and then program it. They returned my beautiful black car full of hard white water marks. Stood there with a porter and microfiber towel for 20min trying to fix it.

[AlteBMW]

I think it is hit or miss. My dealer has generally been very good on gettingg things done but I brought my car in Thursday for wind noise (known issue and known repair) and yesterday they said they have one tech trained to do it and he couldn't get to it until Monday. I chose to keep the loaner and get it fixed right. Other times theyve waited for parts, but they do get things done right. I havent had an S class in 20 years, and my wife's '23 E450 wagon has needed service just once and it got done in a day.

[CSLA]

Originally Posted by AlteBMW

I think it is hit or miss. My dealer has generally been very good on gettingg things done but I brought my car in Thursday for wind noise (known issue and known repair) and yesterday they said they have one tech trained to do it and he couldn't get to it until Monday. I chose to keep the loaner and get it fixed right. Other times theyve waited for parts, but they do get things done right. I havent had an S class in 20 years, and my wife's '23 E450 wagon has needed service just once and it got done in a day.

Interesting, Beverly Hills BMW said the parts for the wind noise SIB are on indefinite back order. How long did you have to wait?

[AlteBMW]

Originally Posted by CSLA

Interesting, Beverly Hills BMW said the parts for the wind noise SIB are on indefinite back order. How long did you have to wait?

Ah. We will see. He said Monday or Tuesday but if the parts are not in that won't happen. I did tell them weeks ago but sometimes BMW wont send parts until the car is in the shop.

[CSLA]

Originally Posted by AlteBMW

Ah. We will see. He said Monday or Tuesday but if the parts are not in that won't happen. I did tell them weeks ago but sometimes BMW wont send parts until the car is in the shop.

They gave me the car back until the parts come in! Shop foreman drove it and confirmed the wind noise from the drivers door mirror.

[CaboM4]

I have no issues with my BMW dealer for service. Same or next day appointments for me with a loaner. Issues generally resolved within 24 hours or longer if parts required, at which time, could be a day or two ... never more than a week to full resolution.

[Laguna Beach]

Crevier is awesome and take me right away and fix small issues quickly. Irvine almost as good. I still think there is a learning curve with some of this new tech on the 7. Not so much with the technician but maybe the SA.

[rexus300]

My BMW dealer here is far superior and like Lexus compared to the inept Mercedes service department. I had a few issues with the S580 which took a few tires to get right at Mercedes and I got fed up. My BMW gets serviced and repaired much better at BMW. They are more communicative and follow up better. I still like my S580 and will have it serviced at another dealership near work which is better but I am considering the I7 or 760i xdrive next year.

[freshxdough]

Originally Posted by Streamliner

I’m new to this forum. I had 8 Lexus LS sedans and then switched to MB S Class sedans and had 6 of them, still driving one, but looking to order a new I7 imminently.

I feel very strongly that many—if not most—MB dealer service departments are absolutely overwhelmed, mostly with tech issues and mostly with new models launched for 2021 & later. The loaded, 2022 S580 sedan I had, was finally bought back my MBUSA, due to the California Lemon Law.

I live in Orange County, CA and with MB, it seems as though the dealer service departments are in “triage” mode, doing everything they can to simply keep the cars on the road, as they gloss over the less urgent, but still ridiculously annoying issues like door handles not popping out, haptic controls working poorly and their MBUX systems constantly losing one’s settings. There are MANY others.

As I watch various video reviews of the I7, I can’t help but wonder if BMW is having similar problems with “tech issue overload.” Would love to hear your thoughts.

I don’t think BMW are having the same problem at dealers

[AlteBMW]

Originally Posted by AlteBMW

Ah. We will see. He said Monday or Tuesday but if the parts are not in that won't happen. I did tell them weeks ago but sometimes BMW wont send parts until the car is in the shop.

The parts are supposed to there tomorrow a.m., so I am hoping to get it back tomorrow late. If not, I am away for a few days starting Wed and they will deliver it and take back the loaner. The MB dealer nearby is owned by the same group, and there is rarely a problem with service there. They do know how to charge though.

[BMW5and7]

I doubt that you will get any value from this thread. There is no real accurate answer to you question. As someone who owned so many BMWs in 5 different states, dealing with over 8 different BMW dealers, they are ALL different and it's a hit or miss.

I would say that the most service departments of BMW were always busy and I have to wait to wait a few weeks before I can get my car in. Of course, there are dealers in certain areas that can take your car in a few days but not always. If you are looking for valid reasons to switch from your Benz to BMW, I don't think this should be one of those reasons. My experience with all Mbenz dealers was much better than BMW.