Advice wanted on warranty claim

[Beemerman59]

I have a problem with stress fractures occuring on the screen and winglets on my '08 GSA. When I bought the bike in March this year I noticed tiny hairline cracks radiating out from the screen holes but on advice of this forum it was suggested these were caused by the manufacturing process and nothing to worry about. I added a Laminar Lip at the same time and have had no problems after 5K miles. Until now. I noticed on Monday that there are real cracks now forming on the two lower mounting points of the main screen and on 3 of the 4 mounting points on the winglets. The biggest on the screen is now 1cm in length and extends right through the screen. Now I'm pretty good at noticing these things and am convinced these could only have occurred after Sundays run.

So I'm planning to take the bike to my local dealer for them to have a look at it but I'm not expecting an easy ride. I'm expecting them to either suggest I have over tightened the fittings (which I know I have not) or they will suggest the warranty on the screen is void due to the Laminar Lip (which I have mounted using the supplied nuts & bolts). I'm also not the most confident of negotiators and would like some advice from those that are. I know I have not tightened the bolts up too hard (I have worked on my bikes for 30 years and know not to over torque things). Also, if the Laminar Lip was the cause of the problem it would be the upper mounting points that had cracked not the lower ones.

Anyone have a similar experience in getting a screen replaced under warranty due to stress fractures? I'm not a very vocal complainer so if the dealer just refuses to do anything can I approach BMW direct? I know how I can drill the screen to stop the cracks getting longer but I don't want to worsen my claim plus I would need about 20 holes!!

Advice gratefully appreciated from seasoned claimers.

 

[Wapping]

1. Don't worry quite so much, is the best tip. They cannot shoot you.

2. Why go in assuming that the showroom will be hostile? Chances are they will be as nice as pie.

3. Just be yourself.

4. Have a quick look around the shop / car park to see if there are any similar bikes to yours. Then see if they have cracks. My 06 1200 GSA has small cracks but nothing extreme or anything that bothers me too much.

If they are all virginal, you have moved a foot onto solid ground and can point out the difference to your friend behind the counter. If they all have cracks, keep quiet about the other bikes.

Don't ask them if the cracks are 'normal'. I would simply reply, "Yes, mate, sorry".

5. All will be well.

 

[Dainese Brave]

Good advice from Wapping I'd say...best to keep calm, and be fair, and assured.

I always think that even whilst having to complain it is still best to keep calm, but also to be fair.

Basically talk to the dealer....have your say, but also listen to his replies too.

I always think that if you have a genuine issue, and you present it fairly, then it will be listened to sympathetically in most cases, and will be dealt with in an understanding manner.

Better that, than going into a shop and basically having a rant, and listening to nothing, or no-one,..only that red mist thumping through your brain! .....even a genuine complaint can be undermined by this method.

A genuine complaint, well presented, in a calm manner, will reap better rewards in my view.

And even if you maybe don't get exactly what you wanted, you can still walk out feeling you've had a fair discussion, not a row, and managed to get your point fairly across....and they won't just think you're one of those k**bs who I'm sure they see many of, who just come in throwing the verbals about making ridiculous demands!

Assured calmness, and confidence will win out everytime IMHO.

And if that doesn't work, you can always get more 'forceful' later on, but still knowing you've conducted the situation in the correct manner from the begining.

Good luck

 

[R1200GSA]

Standard reply from BMW UK is that there are only 2 causes for this, neither of which are covered by their warranty terms.

Either as has already been mentioned, you have over tightened the screws or you have washed/cleaned the screen with a product containing "aromatic hydrocarbons".


Lotta shite which is why they are now fitting ones with new ally inserts.

 

[Bear]

My '06 GS (not GSA) had a new screen under warranty following cracks around the screws on the front. I made the mistake of enquiring about a replacement on a Sunday when only the sales department was open and was given the suggestion that I had carelessly tightened the screws. This reminded me of why the bike had been bought elsewhere. I did however get the name of Paul Newman (now with Chester Motorrad), whose ability to sort out customer needs is as good as it gets. The replacement screen was promptly ordered and fitted with no further grief. As a suggestion, if your accused of incompetence in fitting the screen, ask how you can be sure that their service department actually change oil filters rather than just wash the outside. It worked for me.

 

[bumpy]

I have always found it is not advisable to ask for an opinion on what has gone wrong. This gives the dealer too high a wiggle factor to avoid doing anything.

Just quietly say something like "my screen has cracked and as its under guarantee I would like it replaced".

 

[GSmonkey]

Be polite, but firm. State clearly what you want them to do to rectify the situation. If you don't get joy from the dealer, then speak (not email) to BMW UK. Continue to work up the corporate ladder until you get satisfaction.

That's my normal approach and I rarely have to write to the CEO!!

 

[Beemerman59]

Thank you

Lots of good advice and some suggestions I had'nt thought about. Thanks for taking the trouble all posters. I will be down to the dealer in a week or two and post up what happens.

 

[oldenoughtoknowbetter]

Any chance that the screen and winglets might have been splashed with petrol? These things seem to crack before your eyes when exposed to petrol.

 

[Bear]

Lots of good advice and some suggestions I had'nt thought about. Thanks for taking the trouble all posters. I will be down to the dealer in a week or two and post up what happens.

I'd suggest getting there as soon as possible. Advice from the workshop where lots of warranty problems were dealt with was to have problems sorted asap before they get any worse.

 

[Beemerman59]

I'd suggest getting there as soon as possible. Advice from the workshop where lots of warranty problems were dealt with was to have problems sorted asap before they get any worse.

I will get there as soon as I can - just work and family commitments are heavy at the moment. Bike stays put in the garage until then.

 

[Beemerman59]

Made it to the dealer

Managed to move my commitements around so I could run the bike down to my local dealer this morning. Simple and pleasant intro with the service manager followed by 2 minutes with him looking at the problem. No problem Sir, I will order in replacements for the winglets and the screen and will give you a call when they are in so we can fit them for you. No quibbles or questions about over tightening or what type of polish have I used. The only question he raised was that they (as in BMW) get a bit funny about anything being mounted on the screen such as my Laminar Lip - which is screwed on to. Again, simple logic that if that was the case it would be the upper bolt holes affected not the lowers.

So, I am chuffed to bits with the dealer especially since I did'nt buy the bike from them although it has been serviced there and I bought a tank bag from them a few weeks ago. When it's all done and finished I will post up who dealt with it. Took the long way home (about 60 miles), the sun came out, the engine was singing, the gearbox as smooth as silk and all was right with the world. I love that bike!

 

[coleng]

Might be an idea to take off the laminar lip you put on just in case they blame that because it is not stardard BMW fitment dont give them any reason to knock you back