BMW Victoria - Parts Department

Friendly helpful staff

Discouraged with the quality of customer service- in a time when we get to choose how we spend our hard earned money, customer service should be paramount. My initial call to BMW service was to enquire about shop rates and parts pricing. I asked if they would service my vehicle With parts bought elsewhere, the service coordinator stated this was no issue and quoted me time and prices. With this information I choose to buy my parts online after much research and use the local dealer for their knowledge and to support my community. Upon the actual booking of the appointment, the length of time for the service had been misquoted by 2.5 hrs, I explained I had a different quote and actually kept the voicemail - So they honoured the previous time quote and booked me in.When showing up on the appointment date, I dropped my vehicle off in the service department and was pleasantly told me they would call when the work was done.. about 20 minutes later the service manager called to advise me they would not use my non bmw parts due to the fact they didn’t have the correct “equipment”, however if I purchased the parts that day they could do the service. The issue really is the misquoted time and also the amount lost due to non bmw parts- The service manager stated if I paid the 275 for parts that they could now suddenly do the job , yet for better non bmw parts they could not ! Today when our business is only as good as our word, and time is so important, extra in dollars is not the issue it’s trust and integrity- Two things that seem to be rare in customer service these days !