Dear BMW\u2019s head of quality,
\nI congratulate you for manufacturing one of the world\u2019s best cars while having one of the most miserable services and treatment to your customers. Shocked? Perhaps not as I was while I was starring at the \u201cquality award of the year\u201d given by your group to Qatar\u2019s local agent.<\/p>\n
At Alfardan\u2019s workshop, I entrusted my X5 over the span of 10 colander days to fix a mere rear light fault and a Problem with the A\/C. However, and to my shock I discovered after 10 days and as I wanted to leave that there exists yet another problem! Miraculously the front kidney grill has a \u201cfitting problem!\u201d<\/p>\n
I use the term \u201cmiraculous\u201d since no formal explanation was offered to justify what seemed to be caused by an accident! Sitting for extensive hours, I thought of few questions that I would like to ask you:<\/p>\n
– Why wasn\u2019t this reported to me \u201cthe owner\u201d formally?<\/p>\n
– How did this car make it through all the quality checks to the point of returning it to the client with a major defect that was not there when I entrusted the car to Alfardan\u2019s group?<\/p>\n
– If this has happened during the 10 days, what efforts were made to meet the deadline of receiving my car on the agreed date?<\/p>\n
To be fair workshop and the existing staff, the workshop manager Mr. Nick has apologized and offered me \u201ca solution to go about my life with little inconvenience.\u201d What I did not understand at the time was that the word \u201clittle\u201d referred to a \u201cmini\u201d cooper.<\/p>\n
Over the span of 4 days, I have kept waiting for a word of apology or an explanation, but I received none. I did receive my car however, which also had to return to the workshop the very next day because of a \u201clow tire pressure fault\u201d this painful exercise lasted for a whole afternoon.<\/p>\n
Bear in mind that the saga was witnessed by Mr. Chris, the after-sales General Manager, and the conversation with Mr. Nick took place in Mr. Chris\u2019s office. Mr. Chris who hangs a leadership model high on his wall has refused to meet, talk or even shake my hand followed by a word of apology.<\/p>\n
I wonder what leader fails to accept accountability and runs away from responsibility?<\/p>\n
Lastly, I fail to understand why BMWs\u2019 standards drop dramatically as they sell their cars away from places like the U.S. or EU? BMW promotes cars with words like \u201cexperience\u201d and \u201csheer pleasure\u201d yet the only experience I am getting is: \u201cshear painful experience\u201d and that is how you lose customers loyalty<\/p>\n","protected":false},"excerpt":{"rendered":"
Dear BMW\u2019s head of quality, I congratulate you for manufacturing one of the world\u2019s best cars while having one of the most miserable services and treatment to your customers. Shocked? Perhaps not as I was while I was starring at the \u201cquality award of the year\u201d given by your group to Qatar\u2019s local agent. At […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[5],"tags":[],"class_list":["post-997","post","type-post","status-publish","format-standard","hentry","category-english"],"jetpack_publicize_connections":[],"jetpack_shortlink":"https:\/\/wp.me\/p5B5q-g5","jetpack-related-posts":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.kilmt.com\/index.php?rest_route=\/wp\/v2\/posts\/997","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kilmt.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.kilmt.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.kilmt.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kilmt.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=997"}],"version-history":[{"count":0,"href":"https:\/\/www.kilmt.com\/index.php?rest_route=\/wp\/v2\/posts\/997\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.kilmt.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=997"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.kilmt.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=997"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.kilmt.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=997"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}