Well, the thing that I am activated by is the similarity to others in your thread. People have complained to me in the service drive about their BMW cars for problems that span the range from mild upset to total outrage, my way of being has always been to be a listening to the problem and then to take action along the lines of what I heard and then have what I heard be reflected back to the customer so that I know what direction the repairs were going to go. If that did not happen, the repair attempt almost always was doomed from the beginning. Sometimes you as the end user need to elevate the level of communication so that the issue can be heard, this can include but is in no way limited to asking for the car to be driven like you drive it, even if that means that you insist the service or shop representative go with you and you drive the car until it shows the fault. Sometimes it means going to an extreme and doing something that is out of your personal comfort zone. I do not know how you feel about screaming and yelling, I have also found tears and emotion to be sometimes effective. I suggest you see this as a process, what do you want? What are you willing to do about it? Are you willing to not allow the conversation to be driven by the nay sayers, to open your mouth and be heard? I am a stand for you to be that voice, how shall we proceed?
Thursday, January 27th, 2011 AT 2:54 PM