Our recent service experience in San Jose was outstanding. We’ve had an Air Touring since December 2022, and recently replaced it with a used Air Grand Touring. During the past 3 1/2 years, there have been ups and downs in service. However, based on our last 2 visits, I have experienced not only improved service, but outstanding service. This recent vehicle has had issues with DDPro Hands Free Drive Assist—it would display a “Pay Attention” message at the drop of a hat (as compared to our older car that worked fine). It would then progress to “Take Control Now” and would cancel HFDA and revert to DA or worse would start to slow down. After 2 troubleshooting visits, the problem was fixed with the replacement of the interior monitoring camera.
Although getting this fixed was satisfying, what really impressed me was the most recent service process. About 3 weeks ago, I was able to book an appointment for this past Wednesday through the app. The car was fixed by Friday evening. Timely text communications. I was given a very good loaner and I expected 2-3 weeks wait before work would start—but it started immediately and was finished in 3 days. I’ve always found the San Jose location to be responsive but previously had to wait a few weeks in the queue, but what I noticed this time was that there were 4x more people working there. At my previous appointment in June, there were some improvements over the previous year, but this time was outstanding. Never this good with BMW, Porsche, or Mercedes. I hope my experience is the result of systemic improvements that have been made so that others can experience not only a great vehicle but also outstanding service.
Although getting this fixed was satisfying, what really impressed me was the most recent service process. About 3 weeks ago, I was able to book an appointment for this past Wednesday through the app. The car was fixed by Friday evening. Timely text communications. I was given a very good loaner and I expected 2-3 weeks wait before work would start—but it started immediately and was finished in 3 days. I’ve always found the San Jose location to be responsive but previously had to wait a few weeks in the queue, but what I noticed this time was that there were 4x more people working there. At my previous appointment in June, there were some improvements over the previous year, but this time was outstanding. Never this good with BMW, Porsche, or Mercedes. I hope my experience is the result of systemic improvements that have been made so that others can experience not only a great vehicle but also outstanding service.