Alright, here is some more reading material for you.
This email is from Mr.Masson, the customer satisfaction rep:
-----------------------------------------------------------------------------------------------------------------
Phil,
I am very sorry to read what I read. In my email of this morning I did tell you that phone calls not returned was in fact a possibility and that I would give you some explanations later but that the urgent factor was to give you an appointment. Now we do not have any trace of two emails with your email address that is much more questionable. Then our appointment responsible comes and tell me he has no way to get access to any BMW under your name or email address so no data to get in touch with you. I email back to you immediately to make a follow –up and have more precisions on your part to be able to give you the requested appointment. Now in this reply you sent at 3Pm this afternoon I find out a couple of very annoying information that are in no way matching what you are saying: I did AS REQUESTED answered back to your first email before Tuesday the 30th. We did all we could and spent time making sure you would get one and your answer to my request is: The work is done by one of your competitor and the world will know how bad your business is.
Why request an appointment if you already had book one somewhere else and you knew the work would be done even before my reply of today? Why can’t we fine any trace of a customer corresponding to your name or email address? Why post the bad info about us to the 700 people of your club when you said you would do so if we did not reply? Why would you not give us the needed info to reach you in your email? Did you wanted us to spend a lot of time trying to reach you? When something is that bad and urgent don’t you think a serious customer would not have given us the info to get the service ASAP? The many other customers of your club who have shared their bad experience with us are they as none existing in our data base as you are? Do they know that what you say and what you do can be two different things? What do you really want by badmouthing us?
Mr. D’Amour I have to admit I have a very very hard time to believe you are *real* in the sense of being an honest customer who in fact did not get the proper service. Up to now everything is pointing out in another direction and practice that is very sad to observe. The lines at the bottom are copy paste from your two emails. We are far from being perfect and we know it. For all dealerships of any brand April and November are very difficult months to keep up with the demand. I can guarantee that we are doing everything we can to serve our customers well and even then it is not enough. Some people must be happy with our service department considering that after close to 4 months in 2013 our rank for Customer Satisfaction Index provided by BMW Canada is 4th in the country and only one dealership in East Canada is ahead of us Nationally. I have never used that statistic with an unsatisfied customer because a dissatisfied customer does not want to know we are doing well. For us one dissatisfied customer is one too many and we have to give him the needed attention to solve the issue. Here we say: We will do our very best but will apologise when we do not meet a customer’s expectations. Nobody runs a business to get into arguments with their customers but yes things do happen unfortunately.
-----------------------------------------------------------------------------------------------------------------------
My reply to that was the following (a short message then a modified version of his email with my comments written in RED.
Mr.Masson,
The email that got your attention was sent on Friday, April 26th. The phone calls and service appointment emails were sent on the April 22nd.
You replied to the direct email I sent to the manager and CC'ed you on. You replied on April 29th, a full week after the calls weren't answered and emails ignored. In that case, OF COURSE I'm going to have my servicing done elsewhere, who waits a week to get an answer for an appointment? No one, that's a guarantee. You asked for my contact information on the 29th, by then my servicing needs had been already taken care of.
Please see the annotated notes below in red on your previous email. Please read it carefully, as you have misread my emails on 2 occasions as noted below.
Here is my comments on your modified email. My comments can be found written in red:
I am very sorry to read what I read. In my email of this morning I did tell you that phone calls not returned was in fact a possibility and that I would give you some explanations later but that the urgent factor was to give you an appointment. Now we do not have any trace of two emails with your email address that is much more questionable. Then our appointment responsible comes and tell me he has no way to get access to any BMW under your name or email address so no data to get in touch with you**BMW service dossier is under my girlfriend's name. That dossier will remain inactive from now on**. I email back to you immediately to make a follow –up and have more precisions on your part to be able to give you the requested appointment. Now in this reply you sent at 3Pm this afternoon I find out a couple of very annoying information that are in no way matching what you are saying: I did AS REQUESTED answered back to your first email before Tuesday the 30th. **You did reply to my email that was sent to your dealerships manager, hence why this information has not been sent to BMW Canada as of yet. As for sharing the information with co BMW enthusiasts, I have been from the start. They deserve to know what kind of service is awaiting them. Clearly, I'm not the only one who has had issues, and that is coming to light. **We did all we could and spent time making sure you would get one and your answer to my request is: The work is done by one of your competitor and the world will know how bad your business is.**Once again, you did not read properly. At no point in ANY of my emails, have I said "the world will know how bad your business is". I'm sharing an experience with your company and friends, and if that experience reflects, or paints a picture of, a business with less acceptable service, then so be it. It is the truth, and hopefully from this experience, BMW West Island will change the way they handle service inquiries in the future**.
Why request an appointment if you already had book one somewhere else and you knew the work would be done even before my reply of today? ** I requested a service appointment 8 days ago and was replied to YESTERDAY. In those 8 days, I had time to book an appointment and have the service performed elsewhere. Frankly, I made the appointment with your competitor, the day after I was not replied (April 23rd).**Why can’t we fine any trace of a customer corresponding to your name or email address? **The service dossier is under my girlfriend's name and has been since we bought the car. She is usually the one with the availability to drop the car off** Why post the bad info about us to the 700 people of your club when you said you would do so if we did not reply?** Once again, please read my email carefully, you're misunderstood. I clearly wrote that the information would NOT be shared with BMW Canada should your reply arrive before the 30th. The BMW enthusiasts club has been following the story since April 22nd, the day no one answered or returned 3 phone calls.**Why would you not give us the needed info to reach you in your email?** I will not provide any contact information further than my email for I will not be seeking servicing with your company as of April 22nd, once again, the day my calls and emails weren't answered.** Did you wanted us to spend a lot of time trying to reach you?** I don't need to be contacted further. This could have come to an end with your first email being structured differently. Unfortunately, that's not the case.** When something is that bad and urgent don’t you think a serious customer would not have given us the info to get the service ASAP?** You're right Mr.Masson, a customer who wishes to continue dealing with your company would provide the necessary contact information immediately to resolve the situation. I will NOT be dealing with BMW West Island for anything in the future.**The many other customers of your club who have shared their bad experience with us are they as none existing in our data base as you are?**I love your snarky question. Judging by their replies and posts, I'm guessing they have all been inactive since their individual incidents.** Do they know that what you say and what you do can be two different things?**I cannot speak for others, I can speak for myself when I say that nothing but the truth has been posted, your emails have been copied word for word with a copy/paste format to insure accuracy and the rest is my opinions and feelings. Will I do what I say and avoid your business from here on out? Absolutely, even if it's out of my way to do so.** What do you really want by badmouthing us? ** Badmouthing? I'm sorry but no. It's relaying information, Badmouthing would be based on the desire to do damage to your dealership's reputation. I, on the other hand, am relaying the truth about my experience, direct copies of your emails and direct copies of mine as well. That, sir, isn't considered badmouthing, it's considered relaying information for others to base their opinions on.**
Mr. D’Amour I have to admit I have a very very hard time to believe you are *real* in the sense of being an honest customer who in fact did not get the proper service. Up to now everything is pointing out in another direction and practice that is very sad to observe. The lines at the bottom are copy paste from your two emails. We are far from being perfect and we know it. For all dealerships of any brand April and November are very difficult months to keep up with the demand. I can guarantee that we are doing everything we can to serve our customers well and even then it is not enough. Some people must be happy with our service department considering that after close to 4 months in 2013 our rank for Customer Satisfaction Index provided by BMW Canada is 4th in the country and only one dealership in East Canada is ahead of us Nationally. I have never used that statistic with an unsatisfied customer because a dissatisfied customer does not want to know we are doing well. For us one dissatisfied customer is one too many and we have to give him the needed attention to solve the issue. Here we say: We will do our very best but will apologise when we do not meet a customer’s expectations. Nobody runs a business to get into arguments with their customers but yes things do happen unfortunately. **Mr.Masson, I was a customer who has service 3 BMW's there since it's opening. Will I do so in the future? For the 10th time, absolutely not. A real customer? I'm as real of a customer as you are a customer satisfaction rep. If the apology would have been issued in the first email you sent, this could have been resolved and everyone moves on. Instead, you made it clear that booking appointments is more important than accepting your coworkers provided NO service, and issuing an apology for it. Regardless, the segregated parts of my email you copied and pasted were misread by you. Please read them again and this time carefully. There are no contradictions, just simply misunderstood by you. I have held up my end of the deal and not reported this incident to BMW Canada, and will continue to do so. Should I get another email from you accusing me of not being "a real customer" (which is a joke in itself), the incident and all related emails will be forwarded with pleasure. Be very careful who you call "real customers", because regardless of how much or little we purchase from BMW West Island, our hard earned money pays your salary. I can safely say that you're people skills are pretty poor for a Customer Satisfaction rep who directly insults his dealership's customers. How far this goes is your call Mr.Masson. I simply copy and paste your replies on the discussion forums as well as include my emails. If you would like to continue exchanging emails and judging my level of "reality" and viability to your dealership, no problem. But know this, BMW Canada will get word of this, possibly a call to their customer service center at 1-866-217-1269. Your choice.
