As a follow-up regarding my letter to BMW, I received a voicemail last week from the Director of Finance indicating that she was in receipt of the letter I sent to Jim O'Donnell, CEO, BMW of North America, and would be contacting the dealership regarding my complaint. She said to expect a call from Customer Relations this week. Sure enough, I received a voicemail today from a gentleman in Customer Relations letting me know that the issue was resolved and they would be sending me out a check. I have to be honest, I didn't really expect that they would send me a check, because this is a 6 month old complaint, but obviously, they do take their customers seriously. I was really happy to see the loyalty returned. It does go a long way.
Remember, always go to the top. I know I keep saying this; it is definitely my mantra, but it works. There is no way any of my letters would be addressed had they not been sent certified to the CEO. You deserve to be heard. Also, keep in mind that you are not only fighting issues for yourself, but for others. There is more power in numbers, so never think what you are fighting for is not important. It could be impacting others, who do not think its important enough to fight, and if we all thought this way, nothing would be get fixed.