BMW Customer Service Problems - Audio files (phone conversations)
The links below are audio files in RealAudio as well as Windows Media format.
These are recorded phone conversations between myself (David H. Park) and two BMW owners. In these conversations they describe the problems with their bike, what has happened when they have tried to get it fixed with both their local dealer and BMWNA, and they detail their feelings about BMW as a result of having a bad customer service experience.
These conversations were recorded with the permission of the owners who contacted me via e-mail seeking assistance/information because of their BMW dealer's and BMWNA's failure to fix their motorcycles. These are the true natural conversations completely unscripted and unrehearsed in any way. It was the first time for me in talking to these individuals.
These two cases are open and ongoing (i.e. the customers are still trying to have their bikes fixed properly). These conversations clearly illustrate the problems that I've detailed in my research/proposal. Note - these are only two of the many conversations that I've had with BMW owners to identify the problems that I've been talking to BMW about.
You can 'right click' and choose "Save As" or click and your browser might automatically choose a location to save the file. If you want to read two e-mails about BMW from a dealer employee and a BMWNA employee click here.
David H. Park
RealAudio (.rm, smaller file sizes)
File 1 - Tracy Weber - A customer in Atlanta, 22 minutes (2.63 Mb)
File 2 - Eric Quilter - A customer in Salt Lake City, 15 minutes (1.7 Mb)
Windows Media Player (.wav, HUGE file sizes)
File 1 - Tracy Weber - A customer in Atlanta, 22 minutes (13.8 Mb)
File 2 - Eric Quilter - A customer in Salt Lake City, 15 minutes (8.97 Mb)
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