SMG BMW Century City

SMG BMW Century City - Poor Customer Services - Servicing Dept.

I frequent SMG BMW Century City for convenience, but the service from Reception to the Servicing Dept. is questionable. It can take a customer form between 3 to 5 minutes to get through to servicing, and when you finally get through, the call often gets cut. It happened to me on more than one occasion. When you get SMG Century City service Dept. in person, it is as if the service agents are doing you a favor to assist you. I even emailed the BMW Century City, with no success of a response. Seeing that this is my experience with BMW SMG Century City that I support, or might I say did support, I needed a quote for a service that is currently due on my vehicle. I called BMW SMG Century City initially, reception answered after a minute, then put me through to servicing, 3 mins later I got through to servicing and the call gets cut. I call again and almost the same thing happens. Believe me that this is not the first time I have experienced this with BMW SMG Century City, it is a frustrating customer experience, to state the least. I called BMW SMG Constantia, and I immediately got through, my call gets transferred to Keenan Davids, within the day I receive a quote for my service. I called BMW Paarlberg, my call gets answered immediately directed to Ms Kozain for costing, within the day I receive my quote. I called Ross Tech Auto, a private MIWA accredited BMW service specialist, gets answered immediately and directed to Lucille from costing. The private company was so efficient, I received a quote within an hour and at least 10% lower than BMW. So my question to BMW Century City, what is happening at this dealership, everything is so chaotic, no answering of phones, no customer service from the service agents. SMG BMW even wants to save costs by not washing customers cars after a service, as a private company is washing vehicles and paid per vehicle washed. The SMG Service agents inform the BMW customers that if the car needs to washed, it is a two hour wait, should this BMW Century City not have a process in place like every other dealership get serviced and then revert to wash bay and then to service agent for quality check ? BMW Century City, your service standards have dropped beyond drastic, I might be one customer, but even one customer is too many!