Concierge services - what a palaver

[kenniff]

Anyone got this on their car?

I have had it on my last 2 X5's and having just spent more money on a new one I was surprised to see yesterday that it wasn't showing in the account for my new car on the connected drive customer portal - (there it was, gone!). Instead it was mentioned as one of the services I could buy as an extra.

A swift read of the Sales brochure seems to indicate that it should be standard: Shown as "standard" under audio and communication, with a footnote "active for 3 years, renewable thereafter" (page 21). Similar story on p 26, the Connected Services summary page.

So, I fired off a quick email to bmw to say that they'd forgotten to add it, but later in the day I'm actually in the car and so made a phonecall to bmw via the connected drive service in my car. First they said sorry thats a different department you want, you should go check with them or your dealer. When I said come on you are bmw, surely you know the answer - they offered to look into it and call me back the next day.

Sure enough they DO ring back this morning, tell me they've spoken to my dealer, it should be on the car from new and it should be resolved shortly - the dealer will be in touch. RESULT i think. 

Then a couple of hours later I get an email reply from BMW - to my initial email. It says my one month trial is at an end and I can now purchase Concierge Services if I want.  :nono:  This is odd for 2 reasons: one I've never had a one month trial and two it contradicts the phone call from earlier. I fire off an email telling them they are rubbish and that what they have said is inaccurate and contradicts what I've already been told / have read in the brochure. Now waiting to see what they respond...

Next. I get a call from my dealer - Grassicks in Perth, Scotland, a few minutes ago.. Its just a courtesy call to say they are looking into it but salesman is off until tomorrow. I'm not too sure why that's relevant as it seems pretty obvious that the service should have been added and just needs sorting now but anyway the person calling doesn't seem to know, now waiting to hear from him tomorrow.  :wall:

Lastly, I go onto the BMW website configurator and build my car.... interestingly I am presented with an option  for concierge services for £240 (3 years).  :hypo:

I've got to say that despite having it on my last 2 cars I only used it about 5 times in all those years. It was useful on those occasions but most of the time I forgot i had it. Not sure I'd've  opted to take it if it had been presented to me as an optional extra this time.

I'm beginning to wonder if they changed their policy on it but hadn't updated the brochure.... or if it changed while mine was being ordered.

So, has anyone who has recently received a new X5 got this and did you have to pay for it separately?
Rant over  :rant:

[kenniff]

Ah yes, just downloaded the Price list brochure from the website - now shows as an option for £240.... brochure update in April 2017... car ordered in February 17, delivered in May 17....

[kenniff]

Dealer steps up.  :yell:

So it turns out that as suspected BMW changed the spec of connected drive services with effect from April (the same week my car rolled off the production line.

They advised all dealers by bulletin at the end of January and so apparently BMW reckon the dealer should have brought this £240 change to my attention, given that my car may have been affected depending on delivery date.

Dealer has filled me in on this this morning, at the same time telling me that they have transferred the £240 to my account so that I can purchase the service if I wish.

I can't praise Grassicks in Perth (salesman Scott Henderson) enough for the way they have handled this, making it clear from the outset that they would get it sorted one way or another. They are probably 3.5 years away from the next time I will even be in the market for another car but they've done the decent thing with no prompting whatsoever.

[bobgolden]

Without hijacking your thread, my concierge services has just expired after 3 years but I've had no contact from BMW customer services and the local dealer in Sheffield isn't particularly interested. The trouble is, I can remember what concierge services actually covers. Could someone let me know what I'm missing please. 

[X5Sport]

From my own experience you will get no contact from BMW.  You have to log in to the BMWconnecteddrive website with the username and password used to set you up initially and pay for it there.  I did it a couple of times but then found it was too much money for something I very rarely used so stopped.

[kenniff]

[quote="bobgolden"]
Without hijacking your thread, my concierge services has just expired after 3 years but I've had no contact from BMW customer services and the local dealer in Sheffield isn't particularly interested. The trouble is, I can remember what concierge services actually covers. Could someone let me know what I'm missing please.
[/quote]

So I purchased a year's service @£80, using the Dealer's money - no option for 3 years on the website. Having had it for 6 weeks I haven't used it yet!

On my last 2 cars (when it was included) I probably used it maybe a couple of times - in 7 years. In short, I wouldn't spec it next time if there was a charge involved.

It gives you the ability to press the right button in the Idrive and find yourself connected by phone (the vehicles own SIM card) to a person who is willing to help you with your issue. I don't think they will help you find the meaning of life, but they will (my real life example) establish where you are by using the GPS in the car, establish where the nearest B and Q is to you by using the internet, then send directions direct to your Sat Nav.  The other time I used them was when I had jumped into the car to go on a family trip to a country park that we hadn't been to before. Rather than stop the car and google the address and then input it into my Sat Nav, I just pressed the button and asked them to do it. In theory you could use it to ask them to check the film times at the cinema you are on the way to, or apparently even to book a hotel room.

Whenever I've used it it has worked really well, I just haven't used it much - and that's why I probably won't pay for years 2 and 3. Oh, and it relies on the 3G phone network so itd use is also dependent on how good the phone coverage is in your area.