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      09-22-2021, 10:01 AM   #1
jimbethesda
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WTF is wrong with BMW's automated call system?

My Garage shows my car is on a ship today, so I called BMW (as I have almost daily the past 2 weeks). The automated greeting voice is now has a (British?) accent and every time I answer a question, it doesn't understand me. Customer Relations! "Sorry, I didn't understand". Vehicle Production Status! "I heard broken down". NO!

I finally got to the customer relations queue and after 15 mins or so, it said they weren't available.

Anybody have luck calling today?
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      09-22-2021, 10:37 AM   #2
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No I'm having the same problem. Strange. It's like they routed the number to a totally different system.
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      09-22-2021, 10:56 AM   #3
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The new IVR is awful
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      09-22-2021, 11:13 AM   #4
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They probably got tired of all of us calling them all the time and are doing this to screw with everyone.
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      09-22-2021, 11:20 AM   #5
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Try talking in a British accent, then it might understand.

Only way I got a live person was by saying agent or selecting the option for agent (press 0 I believe).
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      09-22-2021, 12:08 PM   #6
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OMG…I called this morning and it was horrendous. The voice recognition is horrible and I could barely understand the British lady between the accent and the audio quality.
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      09-22-2021, 12:21 PM   #7
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Unfortunately, the new IVR system is based on iDrive 7. "Hey BMW, please route me to the wrong number..."
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      09-22-2021, 12:40 PM   #8
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Same thing, waste of time
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      09-22-2021, 12:51 PM   #9
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Quote:
Originally Posted by bri1042 View Post
Unfortunately, the new IVR system is based on iDrive 7. "Hey BMW, please route me to the wrong number..."
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      09-22-2021, 01:17 PM   #10
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I did get a callback from them. But it really felt like an entirely different system.
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      09-22-2021, 01:31 PM   #11
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Finally got through, took a while, asked to speak to a representative. Was told my car is scheduled for week 42 which is the 3rd week of October, the 18th-24th. Fingers crossed
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      09-22-2021, 01:35 PM   #12
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Quote:
Originally Posted by jimbethesda View Post
My Garage shows my car is on a ship today, so I called BMW (as I have almost daily the past 2 weeks). The automated greeting voice is now has a (British?) accent and every time I answer a question, it doesn't understand me. Customer Relations! "Sorry, I didn't understand". Vehicle Production Status! "I heard broken down". NO!

I finally got to the customer relations queue and after 15 mins or so, it said they weren't available.

Anybody have luck calling today?
What exactly are you calling them about?
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      09-22-2021, 01:54 PM   #13
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Quote:
Originally Posted by Bumpinjeep View Post
Quote:
Originally Posted by jimbethesda View Post
My Garage shows my car is on a ship today, so I called BMW (as I have almost daily the past 2 weeks). The automated greeting voice is now has a (British?) accent and every time I answer a question, it doesn't understand me. Customer Relations! "Sorry, I didn't understand". Vehicle Production Status! "I heard broken down". NO!

I finally got to the customer relations queue and after 15 mins or so, it said they weren't available.

Anybody have luck calling today?
What exactly are you calling them about?
To find out what ship it's on/eta to Galveston
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      09-22-2021, 01:56 PM   #14
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Quote:
Originally Posted by iviegatron View Post
Try talking in a British accent, then it might understand.
I've tried that. Didn't work lol
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      09-22-2021, 02:17 PM   #15
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Quote:
Originally Posted by jimbethesda View Post
To find out what ship it's on/eta to Galveston
Does your salesperson have any of that info or are you SOL?
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      09-22-2021, 02:21 PM   #16
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Quote:
Originally Posted by Bumpinjeep View Post
Quote:
Originally Posted by jimbethesda View Post
To find out what ship it's on/eta to Galveston
Does your salesperson have any of that info or are you SOL?
Yes, I emailed him and he told me arrival on 10/7. It used to be quick and easy to just call BMW so I would mostly leave my SA alone. I guess I'll just pester him for updates.

I figure nothing is going to happen until 10/7 at the earliest, so going to hang back for a little bit.
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      09-22-2021, 02:46 PM   #17
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Quote:
Originally Posted by jimbethesda View Post
Quote:
Originally Posted by Bumpinjeep View Post
Quote:
Originally Posted by jimbethesda View Post
To find out what ship it's on/eta to Galveston
Does your salesperson have any of that info or are you SOL?
Yes, I emailed him and he told me arrival on 10/7. It used to be quick and easy to just call BMW so I would mostly leave my SA alone. I guess I'll just pester him for updates.

I figure nothing is going to happen until 10/7 at the earliest, so going to hang back for a little bit.
Below is the link Genius provided this morning for our ship. Currently the destination is BE ZEE, it will update after each pit stop it makes. Eventually it'll show Galveston once it's headed there.

https://www.marinetraffic.com

Search for "Polaris Highway" and you should see the details of whereabouts.
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      09-22-2021, 03:18 PM   #18
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Guess they were flooded with calls in the recent past and have changed the system so that people cant reach them easily as before.
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      09-22-2021, 09:22 PM   #19
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The trick is to enter in an unrecognizable command 3 times in a row for it to forward you to a real person. Like press 9 when 9 is not an option in the menu. Or do what I do, just make monkey sounds.

Once you're patched into the live agent queue just enter in your call back number. They're prompt about calling back.
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      09-23-2021, 04:02 PM   #20
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Ive called about 8 times in the past 3 months, and after I got Jim about 5 times, I stopped calling. Like I don't want Jim to think i'm an imbecile. Plus I lost faith in Genius, when they told me there was no stop sale on my car, 2 days after I heard from the CA that there was.
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      09-23-2021, 04:27 PM   #21
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I called yesterday and thought I dialed the wrong number. I stumbled through the shitty menu and entered the callback queue. I asked the woman who called back what they did to their system. She said it's a new one...I said there must be a stop sale on the IVR menu system. She didn't follow.
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      09-23-2021, 05:21 PM   #22
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Quote:
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I called yesterday and thought I dialed the wrong number. I stumbled through the shitty menu and entered the callback queue. I asked the woman who called back what they did to their system. She said it's a new one...I said there must be a stop sale on the IVR menu system. She didn't follow.
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