Funny how cars are a starting point for so much thought. But then, I love cars. A one-sided, completely unrequited love affair I know, but I am what I am. BMWs have a very specific maintenance schedule. If you can show complete books, the value of the vehicle is increased.
I took the vehicle, a 1984 BMW 528e, to a local dealer for what is called a 'service II'. This is the larger of the two regular maintenance services. I also asked for a complete detailing and steam cleaning of the engine bay. The service II is 349.00, the cleaning is 170.00, for a total of 519.00, plus taxes. In the midst of this, I was told the car needed a valve adjustment as part of routine service, and that this was 1000.00. Since the vehicle cost 2000.00 I said 'no' in plain terms. Now it gets interesting.
This dealer's service has a reputation for doing unnecessary repairs at high cost. I was aware of this, having had vehicles serviced by them before. They once tried to tell me the seal on a universal joint was leaking, and that the drive shaft could catastrophically fail. Fortunately I know enough about U-joints that I recognized a normal seal, and declined the 'repair'. Some other tricks have included telling customers their brake pads are almost worn out, and they can be replaced while the tires are being balanced. In fact, the wear sensor only lights up when the pads have between 5000 and 10,000 miles of wear left.
I went on BMW forums to look up valve adjustment. For an M5, which has 4 valves per cylinder, normal price is 480.00. My car, with 2 valves per cylinder, should be about 250.00. In calling other local shops, I was quoted 275.00, about right considering parts were included. Clearly I will not be bringing this vehicle back to the local dealer, and I am regretting ever putting it in their hands. Of note, Knoxville has 4 alternative BMW service centers for a metro area of about 700,000 population. Sounds like a lot of people won't go to the dealer.
Why do people try to make money dishonestly? It always fails. There is a continuous supply of suckers to dupe, but any reasonable person will never come back, never buy there, and never recommend the service to others. A satisfied customer tells, on average, three people about a good experience. A dissatisfied customer tells on average ten. I realize intellectually that there are not a few people who simply do not care whether what they do to others is ethical or not. These are the men who slip drugs into women's drinks, the women who make false claims of rape, the bakery that uses Crisco instead of butter, the politician who takes money instead of serving constituents.
I know it happens, but I don't understand. I take seriously in medicine the part about not harming or taking advantage of a patient. These people bring their health, their lives and their secrets to me, and it is my ethical duty to provide appropriate care, and privacy. That's why I don't sell vitamins, shampoo or do 'laser rejuvenation' of the vulva. While these things may or may not be legitimate consumer services, what I do transcends consumer service. I am more than a repairman. I care for a person, and a soul, and I have to be tender with both. There is no place in that relationship for pitching vitamins.
I think an ethical business does both good work and is kind and helpful to their clientele. Overpriced or unnecessary work is neither of these things. Fortunately, we can speak with our feet. Most people never say anything about why they leave; they just leave. Guess where I'm NOT taking this car again?
Ted
I took the vehicle, a 1984 BMW 528e, to a local dealer for what is called a 'service II'. This is the larger of the two regular maintenance services. I also asked for a complete detailing and steam cleaning of the engine bay. The service II is 349.00, the cleaning is 170.00, for a total of 519.00, plus taxes. In the midst of this, I was told the car needed a valve adjustment as part of routine service, and that this was 1000.00. Since the vehicle cost 2000.00 I said 'no' in plain terms. Now it gets interesting.
This dealer's service has a reputation for doing unnecessary repairs at high cost. I was aware of this, having had vehicles serviced by them before. They once tried to tell me the seal on a universal joint was leaking, and that the drive shaft could catastrophically fail. Fortunately I know enough about U-joints that I recognized a normal seal, and declined the 'repair'. Some other tricks have included telling customers their brake pads are almost worn out, and they can be replaced while the tires are being balanced. In fact, the wear sensor only lights up when the pads have between 5000 and 10,000 miles of wear left.
I went on BMW forums to look up valve adjustment. For an M5, which has 4 valves per cylinder, normal price is 480.00. My car, with 2 valves per cylinder, should be about 250.00. In calling other local shops, I was quoted 275.00, about right considering parts were included. Clearly I will not be bringing this vehicle back to the local dealer, and I am regretting ever putting it in their hands. Of note, Knoxville has 4 alternative BMW service centers for a metro area of about 700,000 population. Sounds like a lot of people won't go to the dealer.
Why do people try to make money dishonestly? It always fails. There is a continuous supply of suckers to dupe, but any reasonable person will never come back, never buy there, and never recommend the service to others. A satisfied customer tells, on average, three people about a good experience. A dissatisfied customer tells on average ten. I realize intellectually that there are not a few people who simply do not care whether what they do to others is ethical or not. These are the men who slip drugs into women's drinks, the women who make false claims of rape, the bakery that uses Crisco instead of butter, the politician who takes money instead of serving constituents.
I know it happens, but I don't understand. I take seriously in medicine the part about not harming or taking advantage of a patient. These people bring their health, their lives and their secrets to me, and it is my ethical duty to provide appropriate care, and privacy. That's why I don't sell vitamins, shampoo or do 'laser rejuvenation' of the vulva. While these things may or may not be legitimate consumer services, what I do transcends consumer service. I am more than a repairman. I care for a person, and a soul, and I have to be tender with both. There is no place in that relationship for pitching vitamins.
I think an ethical business does both good work and is kind and helpful to their clientele. Overpriced or unnecessary work is neither of these things. Fortunately, we can speak with our feet. Most people never say anything about why they leave; they just leave. Guess where I'm NOT taking this car again?
Ted
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