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Thread: LETTER TO Pieter de Waal, I sent today !

  1. #1

    LETTER TO Pieter de Waal, I sent today !

    BMW of North America, LLC April 4, 2010
    200 Chestnut Ridge Road
    Woodcliff Lake, NJ

    Im writing you today to describe an experience that I had at one of your BMW Motorcycle dealerships.

    On Saturday March 27, 2010 my girlfriend Lori and I stopped at Bergen County BMW Motorcycles. As we approached the building, a Service Department Employee, Dan, greeted us by holding the show room door open for us and asked us what the nature of our visit was. Dan pointed out the different sections of the showroom. Dan had learned that we were interested in a BMW Motorcycle, so he paged a BMW Salesperson and stayed with us until we were greeted by one of the sales staff. The sales person was Carolyn Marosy.
    Carolyn met us with a handshake and a smile, walked us through the BMW Section and was extremely knowledgeable of the BMW products and services. Once Carolyn learned of my interest in the F800GS, she brought us into her office, showed us the current inventory for this model and reviewed all the available options. Right at that moment, I knew I was going to buy a motorcycle from this dealer and this salesperson. Before we left the dealership, Carolyn had compiled an action list of questions she was going to find answers for me and I had a list of accessories I needed to choose from.
    On Monday morning, March 29, 2010, I received a call from Carolyn with the answers to all my questions, so I drove down to the dealership with my list of accessories/options I was interested in. When I arrived Carolyn greeted me, again reviewed the answers to my questions and she also walked me to the Parts Department and introduced me to Antonio Lipari. Antonio and I sent over an hour reviewing each of the $6,395.35 worth of additional options that I wanted to include with this purchase. By Friday April 2, 2010, Carolyn, Antonio and I had exchanged many faxes, emails and telephone calls about this purchase. Carolyn and Antonio had made me feel like I was their top priority.
    On Saturday April 3, 2010, I finalized my purchase and took delivery of the F800GS motorcycle. Before I left the property, I was pleasantly surprised that part of the sales procedure was that I be introduced to two of the owners of Bergen County BMW Motorcycles Liz and Phil DiGennaro. Liz and Phil seemed truly concerned that my experience was a positive one. I complemented and thanked them on their dealerships high level of service.

    Over the past 25years, I have purchased 14 cars and 24 motorcycles. This transaction has been the best sales experience I have ever encountered.

    I would like to mention that each employee Ive dealt with at Bergen County BMW Motorcycles provided me with A+ Service. Carolyn in Sales, William in finance, Dan, Antonio, Charley, Bill, Mike and Ashleigh in Parts/Service, and Jaydn and Lori in Apparel, have all made this purchase experience one that Ill always fondly remember.


    Eric D. Rebels
    Member of: BMW MOA # 156925, BMW F800 Riders Forum

  2. #2
    Nice. My last experience at a different BMW dealer wasn't as great.... but maybe they knew I was blowing smoke up thier chimney just for a chance to ride the S1000RR

  3. #3
    nice to hear about a good experience.

    dang... six bucks worth of accessories? could you please let me know when you plan to sell your bike?

    Go soothingly through the grease mud, as there lurks the skid demon.
    __________________________________________________ ________________________________
    '67 Trail 90 || '86 R80 G/SPD+ || '97 F650ST || '00 1150 GS || '06 HP2e || '07 Xchallenge || '14 Grom

  4. #4
    Rally Rat PAULBACH's Avatar
    Join Date
    Dec 2005
    Ballston Spa, NY; South of the Adirondacks, North of the Catskills and West of The Berkshires and Green Mountains
    I visit there a couple of weeks ago. A most unusual floor-plan features about 75% HD and 25% BMW. Name tags of sales personnel have the HD logo on the left and the roundel on the right.

    Wonder if the artwork meets either HD or BMW intellectual property concerns?

  5. #5
    Registered User greenwald's Avatar
    Join Date
    Dec 2006
    Sheboygan, WI


    Nice letter.

    It's good to see some positive feedback thrown in BMW's direction every now and then, given the shots many of us (ah, that would include me) take from time to time when frustrated with a mechanical issue.

    Enjoy your new ride and put on plenty of miles!
    Kevin Greenwald - MSF Lead RiderCoach # 121656 (BRC,SBRC,IS,IME,SMARTrainer)
    Nationally Certified Law Enforcement Motor Officer (Ret.) / IBA Member #34281
    Motorcycle/High Performance/Teen/Winter Driving Instructor - ROAD AMERICA Race Track

  6. #6
    A bozo on the bus deilenberger's Avatar
    Join Date
    Mar 2003
    Spring Lake NJ, USA
    Sounds like the new dealer in NJ has gotten off to an outstanding start! Good to hear this - it can only be a good thing for everyone in the area.
    Don Eilenberger
    Spring Lk Heights NJ NJ Shore BMW Riders
    '12 R1200R - I love this bike!

  7. #7
    I had no idea there was a BMW dealer in Bergen County. It's right near where I work.

    How is the service department?

    Because they are only about 15 miles from BMW NA corporate offices, the dealer may be on their best behavior most of the time.

  8. #8
    A good BMW experience? Is that allowed on the forum?...j/k

    About time some accolades for the brand were reported.

    Good Luck with the GS and enjoy the ride(s).

  9. #9
    High & Dry statdawg's Avatar
    Join Date
    Feb 2006
    In the Endless Mountains

    Thumbs up Great News

    I am very pleased to hear about great service and sales experiences especially in an area that needed a BMW Motorcycle dealer for years.

    However Bergen County is expensive, so I expect the dealer has to turn it up a notch for the distinguished clientele. I think I will travel there with a GS covered in mud and voicing interest in a trade.

    I know I can save 1% in just taxes.
    If one cannot command attention by one's admirable qualities one can at least be a nuisance

  10. #10
    At first when I saw the formal letter format I thought oh crap here comes another horrible experience letter. Even half way through I was saying wait for it... wait for it...

    But in the end a happy story.

  11. #11
    Seattle-area Rounder OfficerImpersonator's Avatar
    Join Date
    Dec 2006
    Just north of Seattle, WA
    I'm sure my local dealer would roll out the red carpet once they learned I wanted to spend $20,000 on a $12K bike and $7K on accessories (add tax and licensing and you're at $20K).

    See what kind of service you get when you walk in to buy a crush washer or a turn signal bulb. That's where you'll find out whether or not the dealer truly values their customers!
    Seattle, WA
    2012 R1200GSA
    2002 R1150RT-P
    1992 K75S sold

  12. #12
    so that's where Antonio ended up, my bike was at BMW of Manhattan so long for an insurance repair that he left before it was finished

  13. #13
    The experience that the OP got isn't substantially different from what I got at my local BMW dealership. In fact, after the good experience with my first BMW purchase about 16 years back I've since purchased a number of additional bikes from that dealership.

    And yesterday I did stop by just to purchase a crush washer (and kick the tires of the various bikes...and shoot the breeze a bit). Still got good service, but crush washer prices have risen.

  14. #14
    Certified Beemerphile TheRoss's Avatar
    Join Date
    Feb 2007
    I would say you are lucky to live so close to a dealership who cares. Although there is probably some truth in what someone said about customer service being in relation to the money being spent.

    The last time I stepped foot in a BMW dealership, it was to do the paperwork for my 100,000 award from BMWNA. It was a rainy day and the place was dead. The general manager helped me. The place had been open for over 2 years, and BMW is their only line, but the GM had no idea where to find the form or how to request the award. I called a buddy at Lone Star (a dealer that I miss since moving away) and found out where online the form could be found. We printed the thing and filled it out.

    Two months goes by and I call the GM to see if he knew anything about the award. Turns out their fax machine was down that rainy day I was in there, and they never did fax it in. But they still had it, so they would fax it.

    Months later, the dealership has received the award, but the shipping manager is on vacation so I have to wait another 2 weeks before they will mail it to me.

    When I get the certificate, I find that the dealership didn't even bother signing it or stamping it.

    I could not believe that the guy who ran the place knew so little about the program, and cared so little about helping me request an award that meant a lot to me. Without programs like the MOA and the BMW mileage contest, I would be riding another brand. My unsigned, unstamped certificate hangs on the wall in my shop, and I have not set foot in a BMW dealership in the last 60,000 miles.
    Christopher Ross
    Lubbock, Texas
    IBA# 522
    2016 R1200RS, 2012 R1200GSA, 1975 R90/6 (x2)

  15. #15
    Rally Rat
    Join Date
    Feb 2010
    Westchester, N.Y.
    I stopped by the new Bergen Dealership just to check the place out when they opened and recieved the same welcome. Carolyn and Antonio were both very knowledgable and gracious, and took the time to answer whatever questions I had for them knowing I was just getting a look at the place. Carolyn especially really knows bikes! I was very happy to be able to report to my local club that we may finally have a quality dealership to work with again. I know I'm looking forward to trying them out for my parts and servicing needs.

    04 K1200GT

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