Are there only unhelpful people working at Cannon BMW Braintree

[garfield]

From reading other posts on ukgser and posts from some other forums I think that Cannon BMW may well see a rather large downturn in business over the next few weeks/months.
Why is it so difficult for companies to realise that good customer service generally leads to better business

Sounds like a place to avoid at all costs

exactly, well they've made their bed....not entirely sure that BMW would be wanting this sort of press about one of their 'franchises' either (there'll be consequences later I'm sure of that)....good luck LV......

 

[Ming]

All I can say to that is KTM

show rooms may not be as plush but the welcome and service I personally recieve MORE THAN makes up for that

Good luck LV it would be nice to think BMW (uk) dont hold the same view as the muppets at cannons .

What an injustice it is when a dealer such as Rydales of cardiff closes purely because of a dealership buy out and muppets like this survive



Ming (I have a life thanks )


This thread is making it less and less likley I will ever return to BMW

 

[Dave56]

Oh dear Cannon..........complacency & stubborn pride..........a dangerous combination in business, especially a customer faced business.
Can`t believe that BMWuk will be happy with the damage that this issue is doing to there hard worked for reputation within the market.
It appears that "Cannon can`t"

 

[John Armstrong]

Wonder if anyone who was thinking of using Cannon aren't now

Bet a few customers are wondering what sort of "help" they'll get if they have a problem with their bike and they use them.

 

[judge]

His response was 'I've got a life....'

Not enough of a life to have read it and understood the implications of the poor publicity - or to have two parts of a fekkin clue to see how they could spin this around in a favourable light and thus promote the dealership - I think that swimming certificate held in such lofty heights just might have been bought off eBlag

 

[Stumpy]

I’m aware we only have one side of the story however it seems like they had a chance to resolve the issue, get some good press and restore their reputation. Instead of which they appear to have reinforced you're first experience and are coming across as arrogant " owners" who have no interest in customers or customer service. Most people accept that mistakes can happen but its how those mistakes are dealt with marks a good company from a poor one.

In light of the present economic climate you would think they would be keen to hold onto every customer they have. Allegedly the BMW factory are laying off staff already, expecting a downturn in luxury purchases such as motorcycles. In the future only the best dealers will survive. The BMW riding public are a close knit community and bad news travels fast.

IMO Your best option is to deal with BMW customer service direct

Stumpy

PS

BTW I did until recently work part time for a local BMW dealer I have now reverted(amicably) back to a happy customer. The above views are entirely my own and may not reflect the views of my previous employer

 

[bumpy]

I am an existing customer of Cannons, having bought my new bike there about a year ago. I find the whole saga very sad.

My personal experience with them is OK but not great. Mrs Cannon is very sociable, but Mr Cannon always seems a bit surly and disinterested. I have never been offered a free coffee without having to ask for it. My first service went without hitch and the bike runs all the smoother for it. A later simple change to a leaking oil seal on the front forks was more problematical.

Staff turnover seems massive and with recent sickness of their technician this has put a strain on the business. To their credit they seem to have the most competitive hourly rates around, and do a lot of work with local police, ambulances and transporting of blood supplies. Test rides are simple and easy to arrange.

I think the customer / staff interface needs some work and the shop layout is partly to blame. The waiting area is upstairs away from the action and after a while you feel a bit cut off and unloved in this area. Also many modern garages have a viewing area so one can watch the bike being serviced, and this gives greater customer satisfaction. With earlier purchases of Suzuki, Triumph and Harleys I was able to chat to the technician doing the work, but maybe Health and Safety has stopped all that.

I think Cannons have to realise that Internet sites like this are here to stay, love em or loathe em, and that occasionally customers will get their knickers in a twist. Censorship is not the answer, surely the art of good customer relations is to turn the situation to your advantage not to escalate the conflict.

In this period of 'recession', Cannons need to have a serious rethink about how they have handled this, before they find new and existing customers turning away in numbers. Its not too late, if they are big enough to make the first move. I would love to see it and even after all that has gone before I would still congratulate them for it.

 

[Brian ROSEN]

".....IMO Your best option is to deal with BMW customer service direct...." this seems the only sensible option and then find another dealer even if it means considerable inconvenience; As i have said before (perhaps on this thread,) your enjoyment of a bike (or a car) now depends to a great deal on the efficiency of the dealer - and the maintenance of good customer relations is absolutely vital. I personally don't think that this forum (or any other) should be used by dealers or manufacturers to resolve faults, complaints etc; and neither do I believe it is the place to air our complaints about a dealer - unless we have pursued all the 'normal' channels, nor should defamatory or insulting language be used, even as a last resort.; This particular case has become a clash of personalities and I would think that Cannons will be pleased if BMW can resolve the issue via another dealer.

 

[bumpy]

As i have said before (perhaps on this thread,) your enjoyment of a bike (or a car) now depends to a great deal on the efficiency of the dealer - and the maintenance of good customer relations is absolutely vital.

I would argue that for a bike (rather than a car) good customer relations is paramount. This stems from the camaraderie and friendship that goes along with bike ownership and rarely infiltrates anything other than specialised small production cars.

I have rarely struck up an interesting conversation when awiting my car for service but at bike places its very different.

 

[Deleted account 210609001]

I've used Cannon's on one occasion, during the period when there were no main dealers in Kent. I visited to have them look at a corroded engine cover (the first one) they looked at it, agreed the job and arranged a date a week later.

For this second visit I took a friend with me who had arranged a test ride on an RT. The RT was not ready to go and was really dirty. Despite being there at 9:00 or just after, I had to wait until late in the afternoon before my bike was done. The atmosphere of the place was not very friendly - I got the impression that I was something of a nuisance waiting in the showroom. This was disappointing as I was hoping that a combination of a BMW main dealer and a family business might make it a nice experience. There was another guy there who'd also been waiting all day.

I'm surprised that they have not pulled out all the stops to ensure their move to new premises was as successful as possible. (I never saw their old premises.)

It obviously isn't fair or reasonable to draw conclusions about a dealership based on one experience. What might be more telling is that when complaints are raised on here about other dealers, there always seems to be responses along the lines of "I've always used them and they've been great." With one exception, that doesn't seem to be the case here.

(As Mr and Mrs Cannon are obviously monitoring this thread, I will refrain from making any comments about Miss Cannon. Suffice to say that if ever a dealership had something in their showroom that would look great on the back of my GS, it is Cannon's. If only I was ten years younger, and not so fat, and much better looking, and richer....)

 

[Deleted account 210609001]

Its not too late...

A couple of weeks ago, I was ready to hang draw and quarter everyone at my nearest main dealer - managers, staff and customers! They showed their intention to correcttheir error, apologised, sorted things out as well as they could, and made a reasonable offer in terms of what they would charge me. All sorted! If anything, the whole experience was more positive than if it had been done correctly in the first place.

I hate complaining - in the same way that I fear a disgruntled chef gobbing in my food. I worry that a disaffected mechanig might be filling my final drive with ground glass.

Finally, can I suggest that no-one uses that nice Mr Steptoe for any work until he has pulled his finger out and earned himself a BSc (Hons)? Seems to me like it's essential...

 

[Budweiser]

As stated previously my GSA is going into Cannons a week Tuesday. I phoned them yesterday and asked for Lee (who I have dealt with previously) to be informed "he no longer works here". Anyway Shaun is now doing his job and was very helpful on the phone. I will judge their performance on my own experiences but must say I do find their attitude rather strange.

 

[BBB61]

Reading this thread reminds me of the issue my wife had when her CBF250 was serviced by the Honda dealer she bought the bike from and they cocked up on following the service schedule. She wrote to the dealer principal to explain what had happened and express her disatisfaction. On receipt of the letter he immediately phoned her, agreed with the points she had made and apologised. He agreed to refund the cost of the additional work in full. The cheque arrived 2 days later.

I find Cannons response amazing. They could have resolved the situation without demanding this thread be taken down and the positive outcome could have been reported for all to see. Instead they have scored an almighty own goal. They may well come to regret their short sighted demand to remove this thread.

 

[pip001]

time to drop a mail to MCN i think.premium bike should equal premium service.

 

[Monsieur]

time to drop a mail to MCN i think.premium bike should equal premium service.

Sounds like the perfect story for MCN to report - pissed-off customer V piss-poor dealer

 

[Willow]

I was telling my hubby about this, he's looking for a GSA, and he'd like to know how LV managed to buy a used GSA from Cannons for less than £8000. Any tips would be appreciated! Haven't seen anything worth having for less than £9000 at any dealer yet.

 

[garbo2]

Does it have to come from a dealer willowgarbo

 

[Deleted account 250319001]

I was telling my hubby about this, he's looking for a GSA, and he'd like to know how LV managed to buy a used GSA from Cannons for less than £8000. Any tips would be appreciated! Haven't seen anything worth having for less than £9000 at any dealer yet.

Hang on a minute, You ARE Mrs Cannon. Hi Sue.....

 

[the celt]

This is a great wee read

Fairplay to the internet...

not sure who is right or who is wrong....

but it beats the hell outta chinese whispers...

 

[Lord Vader]

I was telling my hubby about this, he's looking for a GSA, and he'd like to know how LV managed to buy a used GSA from Cannons for less than £8000. Any tips would be appreciated! Haven't seen anything worth having for less than £9000 at any dealer yet.

I never have ever said that i did buy my bike form you guys.I also ever only told the truth and never pretended to be somebody else.
Yes i did buy my GSA private but does this make me a second rate Customer MRS. Cannon?
p.s. who ever said my GSA cost less than £8000or is there a £ value where the customer service goes up???