WTF is wrong with BMW's automated call system?

merlin3008 · 09-23-2021, 05:12 PM

It's kind of a bummer. I actually always got great service from calling the genius. It didn't matter whether it was checking on the status of a new car, asking a question about a feature, or even calling about financial services. Compared to dealing with Mercedes, I always thought that it was great to be able to easily reach someone and ask a question.This new greeting and menu seems like a big downgrade in terms of service.

luckylingy · 09-23-2021, 06:11 PM

The live Genius agents are the same helpful, courteous people now as a couple days ago, before the ‘new’ VRU system was implemented. The change isn’t the agents’ fault or decision. So no matter how frustrating that @#^*! VRU is, I remain kind and courteous toward the agent I finally reach. Both agents I reached yesterday and today were great.

Barathon · 09-24-2021, 10:01 AM

The call system is so bad, I had to try 6 times at least before it let me get through to a person. One time when I called I was sitting in my office with no noise and did not say anything and then it just started rambling off random numbers and letters. I had no idea what was going on.

But the kicker was after I finally got through to someone they refused to tell me what production status code I was in. At first he acted like he didn't know what I meant and then I explained 111, 112, 150 etc and then he said he knew what I meant but that the information was not for customers and he could just say what week I was slated for right now.

I said that I've talked to many people there over the years about multiple car purchases and nobody has ever had an issue providing that status code. I even explained that I knew based off this forum and others that thousands of people get there status codes. But he still refused. I ended by saying that he probably needs to talk to his leadership to verify that he can provide it since he is the only one that I've heard of refuse to provide it. I also asked him to provide feedback up about how terrible the new call system is.

I don't expect him to do anything. Is sad how (in all fields) people just seem to be getting worse at their jobs and are happy and content with doing the absolute minimum. If I did the bare minimum at my jobs I'd be embarrassed and disappointed with myself.

BIGW0RM · 09-24-2021, 10:42 AM

Yea! What happened. I called genius yesterday and it took me 3 or 4 calls to get through that stupid automated system.

TrevorM3 · 09-24-2021, 11:46 AM

Quote:

Originally Posted by merlin3008

No I'm having the same problem. Strange. It's like they routed the number to a totally different system.

yea, this is BS. just went thru this

aford · 09-24-2021, 01:06 PM

Hello, and welcome to Movie Phone...

mrbrett · 09-24-2021, 01:18 PM

Also the new voice is so CREEPY. It makes my skin crawl.

Dolemite79 · 09-27-2021, 10:30 AM

anyone having luck getting through to a genius?

merlin3008 · 09-27-2021, 10:38 AM

Yes. All I do is alternate entered 9 and # until; the system gives up and forwards me to a Genius.

luckylingy · 09-27-2021, 05:55 PM

Yes. Once given the option, I press ‘0’ to be transferred to an agent, wait, receive the same set of options and press ‘0’ again. (I also key in my model year of 2022 when prompted.). Sooner or later I get a general-purpose Genius agent, vs. one who’s been alerted by my responses that I’m inquiring about my vehicle production status, as was with the previous VRU.

09-23-2021, 05:12 PM	#23
merlin3008 Captain 891 Rep 869 Posts Drives: 2022 M3 Comp xDrive Join Date: Jul 2015 Location: Chicago, IL iTrader: (0)	It's kind of a bummer. I actually always got great service from calling the genius. It didn't matter whether it was checking on the status of a new car, asking a question about a feature, or even calling about financial services. Compared to dealing with Mercedes, I always thought that it was great to be able to easily reach someone and ask a question.This new greeting and menu seems like a big downgrade in terms of service. __________________ 2022 M3 xDrive, Brooklyn Grey over Tartufo 2021 Tesla Model Y 2019 MB AMG C43 (Sold) 2016 M235i xdrive, Alpine White, Terra Leather, Orbit Gray Wheels (Sold)
	Appreciate 1 RNemesisN63545.50 Quote

09-23-2021, 06:11 PM	#24
luckylingy Lieutenant Colonel 3238 Rep 1,661 Posts Drives: X3M Join Date: Oct 2015 Location: Up North iTrader: (0)	The live Genius agents are the same helpful, courteous people now as a couple days ago, before the ‘new’ VRU system was implemented. The change isn’t the agents’ fault or decision. So no matter how frustrating that @#^*! VRU is, I remain kind and courteous toward the agent I finally reach. Both agents I reached yesterday and today were great.
	Appreciate 4 M3exDeo191.00 jimbethesda1865.00 chicagofan0019288.50 RNemesisN63545.50 Quote

09-24-2021, 10:01 AM	#25
Barathon Lieutenant 579 Rep 455 Posts Drives: 2022 M3 Comp xDrive Join Date: May 2016 Location: Dayton, OH iTrader: (0)	The call system is so bad, I had to try 6 times at least before it let me get through to a person. One time when I called I was sitting in my office with no noise and did not say anything and then it just started rambling off random numbers and letters. I had no idea what was going on. But the kicker was after I finally got through to someone they refused to tell me what production status code I was in. At first he acted like he didn't know what I meant and then I explained 111, 112, 150 etc and then he said he knew what I meant but that the information was not for customers and he could just say what week I was slated for right now. I said that I've talked to many people there over the years about multiple car purchases and nobody has ever had an issue providing that status code. I even explained that I knew based off this forum and others that thousands of people get there status codes. But he still refused. I ended by saying that he probably needs to talk to his leadership to verify that he can provide it since he is the only one that I've heard of refuse to provide it. I also asked him to provide feedback up about how terrible the new call system is. I don't expect him to do anything. Is sad how (in all fields) people just seem to be getting worse at their jobs and are happy and content with doing the absolute minimum. If I did the bare minimum at my jobs I'd be embarrassed and disappointed with myself. __________________ Current: 2022 ///M3 San Marino Blue, Comp, xDrive, Fjord Blue/Black --plus-- 2022 ///M440i Gran Coupe, Aventurin Red, Cognac Vernasca Past '20 X4 ///M Competition Toronto Red -- '16 ///M3 Tanzanite Blue, ZCP -- '15 ///M3 Mineral Grey
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09-24-2021, 10:42 AM	#26
BIGW0RM You got my money? 3220 Rep 4,704 Posts Drives: Ice Cream Truck Join Date: Jul 2011 Location: ///OC iTrader: (14) Garage List 2022 BMW M3 [9.50]	Yea! What happened. I called genius yesterday and it took me 3 or 4 calls to get through that stupid automated system. __________________ 2022 G80 M3 Competition X / 2020 Range Rover Sport P525 / 2023 Ford Raptor
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09-24-2021, 01:06 PM	#28
aford First Lieutenant 267 Rep 310 Posts Drives: G80 M3 Competition Join Date: Aug 2019 Location: Philly iTrader: (0)	Hello, and welcome to Movie Phone... __________________ Current: G80 Competition Past: X4M Competition Leukemia & Lymphoma Society Executive Committee Member for Light The Night. You can help. Donate here.
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09-24-2021, 01:18 PM	#29
mrbrett Second Lieutenant 98 Rep 245 Posts Drives: 2022 M4 Join Date: Oct 2007 Location: SoCal iTrader: (0)	Also the new voice is so CREEPY. It makes my skin crawl.
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09-27-2021, 10:30 AM	#30
Dolemite79 Second Lieutenant 88 Rep 212 Posts Drives: 19 z06 Join Date: Nov 2007 Location: Ft.lauderdale iTrader: (0)	anyone having luck getting through to a genius?
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09-27-2021, 10:38 AM	#31
merlin3008 Captain 891 Rep 869 Posts Drives: 2022 M3 Comp xDrive Join Date: Jul 2015 Location: Chicago, IL iTrader: (0)	Yes. All I do is alternate entered 9 and # until; the system gives up and forwards me to a Genius. __________________ 2022 M3 xDrive, Brooklyn Grey over Tartufo 2021 Tesla Model Y 2019 MB AMG C43 (Sold) 2016 M235i xdrive, Alpine White, Terra Leather, Orbit Gray Wheels (Sold)
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09-27-2021, 05:55 PM	#32
luckylingy Lieutenant Colonel 3238 Rep 1,661 Posts Drives: X3M Join Date: Oct 2015 Location: Up North iTrader: (0)	Yes. Once given the option, I press ‘0’ to be transferred to an agent, wait, receive the same set of options and press ‘0’ again. (I also key in my model year of 2022 when prompted.). Sooner or later I get a general-purpose Genius agent, vs. one who’s been alerted by my responses that I’m inquiring about my vehicle production status, as was with the previous VRU.
	Appreciate 0 Quote