I saw a sad thing at my local BMW dealers this weekend, I wondered what your views are? I went to collect a part for my 330i, and there was an elderly chap in front of me in the queue. He wanted the service department to look at the car he bought brand new from them 6 months earlier, as he felt that on the motorway the steering got overly heavy, and had a tendency to pull to the left. In his own words "I don't feel comfortable driving it, can anyone have a look and tell me if there is a fault?". It was quite clear the poor old chap had not the first clue about cars, but he was very polite at all times and was clearly quite worried. The two guys on the other side of the desk did everything in their power to fob him off.
"The modern cars with wider tires do tramline and follow the grooves in the road, sir"
"The steering is speed sensitive, sir"
"We cannot adjust the power steering, it is set from the factory, sir".
I was thinking that at any moment some common sense and smidgen of customer care would kick in, and someone would say "well as you bought it from us let us check the tyre pressures, maybe one is a bit flat or soft?". Or "do you remember hitting a kerb or similar, perhaps the tracking needs some attention?". Even "the vehicle might have a fault, let us book it in so we can have a look, we don't want you driving it if you are uncomfortable".
It is worth saying that they were excellent with me, they had the bit I wanted in stock and could not have been more helpful. I also just got a great service from buypartsbuy.com, all my bits came the next day, so tomorrow I have booked the day off to give my car a general service and swap my bowed rad for a straight one.
What do you guys think? Anyone here work for a dealer of any brand who has a view, even if it is "if you do that job long enough you soon get to spot the old men time wasters, and you have to get rid of them".