A Shocked TMF

Don't know who you are, but that post is of the highest calibre in my opinion.

You Sir are a Gent.

Very well done, in my opinion and if that's how you treat customers in the future you deserve great success and support...

Add my vote to that and plus another Brownie point to have the Balls to come on here and say it
 
Yes, but what happens to us less well known owners in the event of an early shock failure ?
 
Yes, but what happens to us less well known owners in the event of an early shock failure ?

I suspect that each case is entirely individual, and you cannot expect a company to give any written undertaking - prior to any failure outside warranty.
 
Right - this is shooting ourselves in the foot somewhat but hey, in for a penny......

So TMF bought the bike from us, we know him well (on the sales side at least), he's been very complimentary about us and BMW Motorrad in his previous videos - it's fair to say that he is a good customer. Why we didn't go further to help him on this particular occasion is very, very frustrating. From our side, lessons have been learnt to try and understand what a customer is going to do when presented with an unexpected cost such as this. A little bit of empathy goes a long way under these circumstances. The cost is expensive but that is what we pay to buy the part from BMW. The component shouldn't fail but it can happen, as we know. Sachs is a good manufacturer but there will be a spectrum of failures across age and mileage - hopefully with the majority being much older and with many more miles.

BMW will support (and would have supported - regardless of it being a vlogger or not) the repair, which makes it more frustrating really. Our offer is we sort this out so that TMF gets a new shock of known origin - we haven't spoken to Andy about this yet but it would hopefully allow him to recoup his outlay if he can sell the shock on.

The conversation on here has drifted off into the realms of legal proceedings and the likes and the comments are right in that a warranty or goodwill are just there to support your legal rights, not replace them. BMW are very good at supporting customers (generally) and we would normally try and apply common sense - we just completely missed the opportunity to make something good out of a disappointing situation on this occasion. It's easy to say that this isn't how we normally look after our customers....

I think the point about not fitting a second-hand component is ok. I think asking TMF to sign to say he was taking the bike away with an unresolved fault is ok too.

An interesting situation that highlights that we always have the opportunity to learn more.

I'm sure there will be plenty more comments.

Sorry to disagree but in my experiencs Sachs motorcycle ESA shocks don't appear good quality , my GSA needed a new front shock at 1200 miles and a pair of shocks at 13,700 miles , all of them on road and the majority of them solo miles .

Hardly indicative of a quality manufactured suspension unit................ funnily enough though I've had numerous VW's where the standard Sachs shock abosrbers have lasted 10 years and 100,000 miles without issue
 
So if BMW do a deal with TMF. Will BMW do a deal with all those people in similar situations where BMW totally refused?

Of course they wont. The Shocks are known to fail. As others have said £1800 is taking the piss. Damage is done IMHO even if BMW do a deal with TMF he cannot post it as other people will refer to it. The deal will be secret with the video removed. Or if i was TMF unless I was getting a free installed replacement shock why bother?
 
Coming at this from a bit of a different angle; am I the only one that would never buy a bike, regardless of how much I wanted one and regardless of make, if my only option was I had to have ESA type suspension :nenau

As far as I'm concerned, the concept is not yet fully developed and is a solution to a problem that doesn't exist, much like a lot of modern frippery starting to find it's way onto bikes.

If you spent the extra money that ESA costs on quality manual suspension you'd still have 'bragging rights' to your mates if that's your bag but, more importantly, you'd have a better suspended and better handling bike than an ESA equipped one.

Andres
 
Yes, but what happens to us less well known owners in the event of an early shock failure ?

You speak to your dealer. Then escalate it within the dealership if you don't get a result you're happy with :thumb2

Keep it polite. And don't forget. A full BMW Service History always helps when requesting a goodwill claim. Even if it's on a non serviceable item :augie
 
Coming at this from a bit of a different angle; am I the only one that would never buy a bike, regardless of how much I wanted one and regardless of make, if my only option was I had to have ESA type suspension :nenau

As far as I'm concerned, the concept is not yet fully developed and is a solution to a problem that doesn't exist, much like a lot of modern frippery starting to find it's way onto bikes.

If you spent the extra money that ESA costs on quality manual suspension you'd still have 'bragging rights' to your mates if that's your bag but, more importantly, you'd have a better suspended and better handling bike than an ESA equipped one.

Andres

You're assuming you'd just own one bike then?

I have the BMW GSA Triple Black with ESA and I love the convenience this gives me for two up with luggage, then Solo riding options. I've found the suspension to be very good with my 14 stone weight. No issues at all.

Yes I've had Ohlins and it's plush, but I'm not Valentino Rossi so who gives a fuck if it's not absolutely mint perfect?

For heavy use off-road, I use another bike without ESA

For heavy use On-Track, I use another bike without ESA

For road touring and weekend bimbling about, I love my ESABMWR1200GSATB
 
You're assuming you'd just own one bike then?

.......

I'm not quite sure what point you're making there but no, I own several bikes, some with shit suspension and some with suspension that can take more than my ham fisted riding can throw at it :nenau

It's just, for me, ESA crosses a line I don't feel the need to cross........ I do stress the 'for me' bit though. I'm certainly not preaching what others should do.

You make a point about ESA being convenient for switching between one up/two up/luggage. Yes it is but, as you've had quality suspension, you'll also appreciate that properly set up quality shocks need nothing more that a one minute manual adjustment to preload to achieve the same. There is no need to change any of the compression variables as a decent and properly set up shock has enough range to cope.

Anyway, I'm not looking for an argument, I was just giving a slightly different way at looking at the issue. The way I look at it.

Andres
 
Yes, but what happens to us less well known owners in the event of an early shock failure ?

Your on your own jack ?? the only reason TMF is getting this resolved is because he took his complaint to social media and now the dealer is trying to keep face.

Lessons learnt !! Bmw is now all about profit and low ball manufacturing costs.
 
Coming at this from a bit of a different angle; am I the only one that would never buy a bike, regardless of how much I wanted one and regardless of make, if my only option was I had to have ESA type suspension :nenau

As far as I'm concerned, the concept is not yet fully developed and is a solution to a problem that doesn't exist, much like a lot of modern frippery starting to find it's way onto bikes.

If you spent the extra money that ESA costs on quality manual suspension you'd still have 'bragging rights' to your mates if that's your bag but, more importantly, you'd have a better suspended and better handling bike than an ESA equipped one.

Andres

No you are not alone. A small part of my defection to the Red side was the suspension !

A huge part of the particular red sexy beast that i chose was it having Ohlins front and rear as standard.

Now i have it set to my (light) weight it is sublime and better on most surfaces than the tricky stuff the XR had ( i will admit that on some badly chewed up road surfaces the tricky suspenders did a better job of masking it but that ultimately means less feel
 
Coming at this from a bit of a different angle; am I the only one that would never buy a bike, regardless of how much I wanted one and regardless of make, if my only option was I had to have ESA type suspension :nenau

As far as I'm concerned, the concept is not yet fully developed and is a solution to a problem that doesn't exist, much like a lot of modern frippery starting to find it's way onto bikes.

If you spent the extra money that ESA costs on quality manual suspension you'd still have 'bragging rights' to your mates if that's your bag but, more importantly, you'd have a better suspended and better handling bike than an ESA equipped one.

Andres

We can't all afford the luxury and quality of a Tomos :(
 
I'm not quite sure what point you're making there but no, I own several bikes, some with shit suspension and some with suspension that can take more than my ham fisted riding can throw at it :nenau

It's just, for me, ESA crosses a line I don't feel the need to cross........ I do stress the 'for me' bit though. I'm certainly not preaching what others should do.

You make a point about ESA being convenient for switching between one up/two up/luggage. Yes it is but, as you've had quality suspension, you'll also appreciate that properly set up quality shocks need nothing more that a one minute manual adjustment to preload to achieve the same. There is no need to change any of the compression variables as a decent and properly set up shock has enough range to cope.

Anyway, I'm not looking for an argument, I was just giving a slightly different way at looking at the issue. The way I look at it.

Andres

It's added convenience when it works.

It's also added convenience to have

- Tyre Pressure Monitoring System (but you could manually check them yourself beginning and mid-ride)
- Fuel Tank Level and Range Indicator (but you could just pop open the filler cap and take a look)
- Electronic Windscreen (but you could just wind it up and down manually)
- Self Cancelling Indicators (but you could just press the button yourself)
- Cruise Control (but you could just hold the throttle steady instead)

And on and on and on......

Just because you find it no inconvenience to twiddle with the suspension knobs, especially if you ride Solo all the time. I get that.

But if you ride Solo, then with luggage, then with Pillion and Luggage, then Solo, Then Solo with Luggage..... It's very convenient to just press a button and off you go. Very convenient.

Without having to look at your knob thinking what the hell did I do with it last time I was in here?
 
No you are not alone. A small part of my defection to the Red side was the suspension !

A huge part of the particular red sexy beast that i chose was it having Ohlins front and rear as standard.

Now i have it set to my (light) weight it is sublime and better on most surfaces than the tricky stuff the XR had ( i will admit that on some badly chewed up road surfaces the tricky suspenders did a better job of masking it but that ultimately means less feel

The AA man was heard to comment on how well it handled whilst he pushed it on to the truck :D
 
The AA man was heard to comment on how well it handled whilst he pushed it on to the truck :D

Offski fuck :D

Its been more reliable than a good few GSs on these pages ! and my i point out how well the Red mothership dealt with the very slight problem of 5 quids worth of rubber cush failing
 


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