Annual service - What a screwup

[vaclove]

Hello everyone,
I would like to share my frustration and ask for your opinions.
In October, I had 18000 miles service done on my bike. All was ok. In documentation, it was mentioned that another service should be in one year or 6000 miles. All made sense.

However, in February, board computer started to ask for another service. I have contacted the dealer who said that is annual service. I have asked whether it is possible to make it together with the 24000 miles service, as the bike had just few month and 1200 miles from the last service. The dealer said, that in order to keep my BMW Extended warranty, the service needs to be done as prescribed.
I have visited the dealer, who did the service which was changing oil and filter again.
When I read the protocol, I have realized, that the service was basically redundant.
All the actions performed are prescribed to be done every 10000km OR every year not 10000km AND every year.

In addition, during this service, the mechanic managed to snap two bolts that hold the sump guard. This got me off guard. Should not be service liable when they screw up something like that? The servicemen said the bolts can be drilled out, but sort of implied that the fact they snapped is "nobody's" fault and I should pay for them to drill the bolts out.

Does anyone know, are there two timers in the service computer that run independently, or just one?

 

[Mr K]

Your dealer is a crook.

You have an annual service if you've not done enough miles in a year or a mileage related service if you do the miles first.

As regards the damage they did it. They fix it and make it as new at their expense.

 

[seadog]

forgetting blame here, with regards to the sump guard bolts, if you are patient you can turn them out, two of mine snapped across the rubber centre due to age, however there is a very thin "head" on the bolts and very carefully i siezed this with a pair of molegrips and wound them out and just replaced them.

good luck with everything

mike

 

[v8legend]

Does anyone know, are there two timers in the service computer that run independently, or just one?

Have you disconnected the battery at any time recently? This can trigger the 'service' indicator.

Regardless of whether you have a service early or late the service interval should be reset. Your next service (which ever that is), is dictated by the last.

I hope that makes sense.

 

[GSTourer]

Forgetting the service (just for a moment) if the mechanic snapped the bolts isn't the mechanic / dealer responsible and should put it right???

I have the extended warranty and always use NOG for mine.........they seem to be quite happy with 6000 or 12 months AND I have had warranty work carried out under this regime. I think if I were you I would change dealers (and tell them why) after they have sorted the sump bolts.

 

[Fanum]

The servicemen said the bolts can be drilled out, but sort of implied that the fact they snapped is "nobody's" fault and I should pay for them to drill the bolts out.

 

[Steptoe]

It is no ones fault that the sump guard bolts have snapped. Bolts do seize and break, especially ones in exposed places. If you don't like it i'd suggest you undo all the bolts before taking it to the mechanic so you won't get charged for any that are seized and break.

But seeing as they were only undone last october i'd have expected that a form of anti seize grease would have been used as a matter of course on those particular bolts because of where thay are located.

 

[Dave Ett]

You've been had on that annual service.

And any service department worth the name ahould have either warned you beforehand that the bolts could snap and that you would be taking then risk if they did, or dealt with the problem free of charge as their screw up. Customer service lasts long after the price has been forgotten.

To be honest, bolts on an F800 should not be snapping at this age (unless you've been riding up and down the beach without a smothering of ACF 50). I do think modern manufacturers have pared weight down past the point of reserve strength, such that bolts snap long before they would have done in years gone by - too much alloy...

 

[vaclove]

Snapped bolts

I understand that the bolts can snap. I won't blame the mechanic for that. What I will blame him for is that he did not replace them. As it was the same person who did the servicing before, he should have noticed the conditions of the bolts before. There is no way they got seized over the few month. The bike is soaked in ACF50.
The reason for me to do the servicing at Motorrad dealer was that things would be done professionally. In case something goes wrong (as in this case) I expect the dealer takes the responsibility.
Paying 100 quid for oil and brakefluid change, I think it is reasonable to expect the highest standards of work.
I can't imagine what would they say when they would snap some bolts in an engine block.

 

[Dave Ett]

Are you going to go back and complain that they've ripped you off for a service your bike did not need?

 

[vaclove]

Good point

Have you disconnected the battery at any time recently? This can trigger the 'service' indicator.

Regardless of whether you have a service early or late the service interval should be reset. Your next service (which ever that is), is dictated by the last.

I hope that makes sense.

It makes very much sense.
My fault:
Yes, I have disconnected the battery at one point, however do not recall it has trigerred the service.

Dealers fault:
As it was my usual dealer, they should have known I was not due to service. In addition, before the work was done, I have asked whether it is necessary to change the filter+oil. The service guy confirmed, it has to be done. In addition he has convinced me the timely service is necessary to keep the extended warranty.

My fault:
I have trusted the dealer.

 

[vaclove]

Yes, I will complain

Yes, I will complain. I have noticed the redundancy of the service as I went throught the paperwork at home.
I have wrongly believed the "Annual service" is something different from the 6000 miles one. I was confirmed in my misbelieve by communication with the dealer.

I just need to decide whether to complain to the dealer or to BMW about the dealer.

 

[jackassdave]

what dealership was it ,,if you had called me round to fix your roof when i was roof tiling ,to replace a roof tile ,and then i broke two infixing the one ,i wouldnt have charged you for the two i broke ,and i would have replaced them ......f..........g cheek of them

 

[peepingtom]

sounds like CANNONS to me ??

 

[tosh23]

Not being funny, but , it doesn't take long to drill out a bolt and re tap it again, I have snapped a bolt whilst taking the chain guard off. It only took 15 mins to drill and re tap..If there is two snapped bolts that need addressing how about ASKING the mechanic to split the cost, lets say you pay for one and he fixes the other for free.
Please don't forget, he didn't want the bolts to snap either..
The mechanic should have used a bit of penetrating oil first tho'. Maybe he did ??
Goodwill goes along way tho' as well as word of mouth..

 

[mark2jag]

Yes, I will complain. I have noticed the redundancy of the service as I went throught the paperwork at home.
I have wrongly believed the "Annual service" is something different from the 6000 miles one. I was confirmed in my misbelieve by communication with the dealer.

I just need to decide whether to complain to the dealer or to BMW about the dealer.

Dont bother complaining to BMW. If they do to you as they did to me, they will explain that each dealer is independent and they have no power to FORCE a dealer to do ANYTHING. Speak to the dealer direct,which is what I shoulda done.
BTW which dealership is it you are speaking of?????

 

[vaclove]

Which dealership it was

Here is an update:
To answer question of some of you, it was Cannons.

Called the dealer and explained that I am not happy and why. After some argumentation, he has agreed I got free oil change next time+they will fix the bolts when I come to 24000 miles service.

As for the bolts. I had an issue with snapped front mud guard bolt which was Loctited in some time ago and it was a nightmare to get it out. If the bolts would me at more accesible place, I might attempt to get it out myself, but I don't want to take the risk of screwing the things up more than they are.

 

[Rasher]

The reason for me to do the servicing at Motorrad dealer was that things would be done professionally.

I have had a bike left in a very dangerous condition by a franchsied dealer (not BMW) but a mate had a brake caliper fall off a few mile from a BMW dealer after a service and another mate had a bike serviced and they forgot to tighten up the sump plug (another franchised dealer)

I have had bikes where work appearing on service bills had clearly not been done (tappetts on a ZX9R supposedly checked, but my man had to replace nearly all of them and told me the rocker cover had definately never been off)

The FD oil on my GS supposedly changed at 600 and 3500 miles was sludge at 7,500, however when I change it after about 4k miles it always came out pretty clean - could not prove it had not been done, but I very much doubt it.

I think some dealers are better than others, as are some mechanics, as a rule of thumb I would say independants are better - but again can vary.

At least you know not to take it to this one ever again!

 

[rce]

Mines in for it's 2 year service, will have done 10,500 by then so dealer has offered to do a combined service otherwise it would have been the yearly then 1,500 miles later half the jobs would be done again for the 12,000 service.

Seems a money making scam that won't be getting my custom once the warranty is out.

 

[NLC]

Buy a UKGSER sticker and apply in prominent place on bike. Indicate how much you like the site and find how useful the information you get is. Strike up conversation on how amazed you are by the power of the internet. Not many people realise that Google actually ranks forum content higher in search rankings. You get the point. Give the Dealer a chance to make right (personally I would ask for your money back rather than a freebee to reset the relationship). If not go somewhere else.