[bimmernupe]

So I take re-delivery @ the PCD on 21 Dec 08. Around the second week of January I am detailing Cooper and notice some chipped paint on the bottom edge of the driver's door. So I think weird, b/c I never park driver side to the curb. I call my CA @ Passport. He tells me to bring the car in so the service dept can look and assess the problem.
I was not able to take her right away, but that plan changed with my now infamous elbow to the windshield incident. I take Cooper in and they tell me that the damage was caused by a curb. They say there are "chatter marks" on the paint. I'm like then how do you explain the completely untouched area btw the two damage areas. They have no answers.
So I the forum for chipped paint issues and came across the clarky98 issue he was having with his car. After seeing him give Melissa McNamara kudos I decide to give her a try.
I called the 800 customer relations # and they won't put me through to her. They want me to bring Cooper back to the dealer and then let them know when the car is there and they will contact the dealer to start an investigation. Huh? I just got the car back and they have rendered their decision. My argument falls on deaf ears. Not knocking Ryan, the BMW rep, I understand he is following procedure.
I don't get upset, I let my fingers do the walking on Google to find the # to BMWNA in NJ. I call and get transferred to Melissa. I explained that while in Europe I never parked driver side to curb, the car was always garaged at all the hotels. The only time it was parked outside it was a pull in parking spot. The same goes for since I have taken re-delivery. She says no worries, send her the pics I have of the damage and she will speak with her supervisor and get back to me.
I spoke to her on Tuesday 12 Feb and she called me back today. She even apologized for not getting back to me faster. I told her no apologies needed, I was actually not expecting a call back until weeks end or even next week. She told me that BMW would pick up the tab for the damage. She also mentioned that there was a notation made on the paperwork at the VPC concerning the damage, but she was also curious as to why it was not fixed there. She is not calling the dealer to set up with them when to bring Cooper back.
I just wanted to give Melissa McNamara big kudos and a few . We also bitch and moan when BMW does us wrong, but I see fewer instances of kudos being given when they do right by the customer. So I am adding to those few instances.
She has also given me permission to post her direct line and she has no problems helping customers get issues solved in a timely manner. Before calling Melissa try to at least get the problem solved with the dealer first. Her # is 201.263.8275

Note as I am typing this I was thinking about why the damage was not fixed at the VPC. I can only surmise that they had to release Copper for transport to SC in order to meet my PCD date. Either way I am happy with the outcome.

[nmulax]

Glad to hear BMWNA handled it for you.

[bimmernupe]

bump for those that missed the story and number

[Neema]

who the hell is Cooper...Copper? Your car?

[bimmernupe]

Originally Posted by Boost_Nation

who the hell is Cooper...Copper? Your car?

Yes. I name my cars.