Are there only unhelpful people working at Cannon BMW Braintree

[Fanum]

I think this is probably enough of a kicking now TBH.

I know people like slagging dealers- perhaps some feel it's a good sport because dealers can't really fight back and the Internet is a pretty safe place to snipe from.

There's no doubt in my mind that Cannons screwed up here.......big time in fact, and the response that came back was inappropriate and very poorly judged.....It's also pretty apparent that the initial complaint posted here was based on a classic case of poor service.

However- and it's a big however........

This is someone's livelihood that is getting shat on.......and not only the owner's, but potentially also the mechanic's, salespeople's, cleaner's etc etc.....

Personally, I hope people will have a think about that- there's no doubt in my mind that a degree of it was deserved to start off with, and I sincerely hope that lessons have been learned where they should have been (I've also got no doubt that certain decisions and communications are deeply regretted as well!) and I hope those who seem to be enjoying this and actually actively spreading it here consider the potential results of continuing the kicking-fest

How about some positive suggestions for them instead?

Something constructive here would do a lot more good (particularly for those of us who live in or near Essex and might well need them!) than trying to drive them out of business for a few day's poor decision making and service issues.

Look at it this way- It's pretty obvious that this thread is still being read by Cannons (Can you imagine it wouldn't be?) so you can either have a bit of a smug pop from the safety of behind your screen, piss them off, achieve nothing and possible damage people's lives, or you can help them get what problems they may or may not have with service and the way they deal with GSers by being constructive and giving them a break....who knows, maybe Sue or someone else there will be encouraged enough to re-register fair and square and talk to us....it could even end up being a good result for us rather than just ending up being a long-referred to slagging thread that benefits nobody

Just my thoughts on the subject- I've had no contact with them, I have no vested interest with them and I'm not after anything from them.......I just think it's got to the stage where it needs something to happen and as I've not had any bad experiences with them yet, I reckon enough's enough

 

[DaveS]

I think this is probably enough of a kicking now TBH.
<snip>

Yep tis a fair point. This isn't about putting people out of business more about getting some acknowledgement out of some stubborn dealers that perhaps don't know which way their bread is buttered. But there is a limit I guess.

 

[richie]

I think this is probably enough of a kicking now TBH.

I know people like slagging dealers- perhaps some feel it's a good sport because dealers can't really fight back and the Internet is a pretty safe place to snipe from.

There's no doubt in my mind that Cannons screwed up here.......big time in fact, and the response that came back was inappropriate and very poorly judged.....It's also pretty apparent that the initial complaint posted here was based on a classic case of poor service.

However- and it's a big however........

This is someone's livelihood that is getting shat on.......and not only the owner's, but potentially also the mechanic's, salespeople's, cleaner's etc etc.....

Personally, I hope people will have a think about that- there's no doubt in my mind that a degree of it was deserved to start off with, and I sincerely hope that lessons have been learned where they should have been (I've also got no doubt that certain decisions and communications are deeply regretted as well!) and I hope those who seem to be enjoying this and actually actively spreading it here consider the potential results of continuing the kicking-fest

How about some positive suggestions for them instead?

Something constructive here would do a lot more good (particularly for those of us who live in or near Essex and might well need them!) than trying to drive them out of business for a few day's poor decision making and service issues.

Look at it this way- It's pretty obvious that this thread is still being read by Cannons (Can you imagine it wouldn't be?) so you can either have a bit of a smug pop from the safety of behind your screen, piss them off, achieve nothing and possible damage people's lives, or you can help them get what problems they may or may not have with service and the way they deal with GSers by being constructive and giving them a break....who knows, maybe Sue or someone else there will be encouraged enough to re-register fair and square and talk to us....it could even end up being a good result for us rather than just ending up being a long-referred to slagging thread that benefits nobody

Just my thoughts on the subject- I've had no contact with them, I have no vested interest with them and I'm not after anything from them.......I just think it's got to the stage where it needs something to happen and as I've not had any bad experiences with them yet, I reckon enough's enough

Hi ya Bill, a well thought out post, as always...

So to say, there is no such thing as bad publicity.

It's true, also...

 

[Fanum]

Yep tis a fair point. This isn't about putting people out of business more about getting some acknowledgement out of some stubborn dealers that perhaps don't know which way their bread is buttered. But there is a limit I guess.

I agree Dave- but let's face it, we're a pretty intimidating mob and unfortunately, the first couple of days of this saw Sue and Bill Cannon paint themselves right into a corner- I bet they regret that now but it must be immensely hard to come back out and do anything about it......

I'm just hoping this will give them a chance though- I for one would love to see them post here properly and openly and have a crack at dealing with things- all I'm trying to do is open the door a bit and extend the invitation

 

[DavidJames]

I do agree that the kick-in has gone on long enough, but don't see that we should be providing any constructive advice for them. If they can't see what they need to do then they really need help from someone a lot more qualified than me. They have been given plenty of chances to give some feedback and if they had done so then this may of been stopped a long time ago.

Good to have your voice of reason back on the forum though

 

[DaveS]

I'm just hoping this will give them a chance though- I for one would love to see them post here properly and openly and have a crack at dealing with things- all I'm trying to do is open the door a bit and extend the invitation

That's all anyone wants.... the managerial win/win situation. A bit of humble pie and it will just go away.

 

[oblertone]

The voice of reason ...

Good to have your voice of reason back on the forum though

.. purlease I think you make a valid point Bill, I mean we can't have people pretending to be someone they're now can we

 

[BarmyFred]

This is someone's livelihood that is getting shat on.......and not only the owner's, but potentially also the mechanic's, salespeople's, cleaner's etc etc.....

This is true and some of the comments have been a bit harsh and I am glad the original "moron" comment was removed. However a business like Cannons will secure the livelihood of its staff by working hard to increase its base of loyal customers. It seems from reading this thread that not many people are loyal to this business.

I bought my GS from Cannon, although I have recently moved to Peterborough from Suffolk. Before I bought the bike I was advised from someone local to Cannons that I should go to Balderstons instead. If people are willing to travel such a distance from their local dealer then something is amiss. At Cannons I found the sales guys very friendly and the showroom looked the business and I had no complaints. Mr Cannon seemed to be a bit reserved, and thats fine, we can't all be extroverts..

... however I would suggest the customer relations manager does need to be a bit more bouncy. He would also need to be willing to swallow his pride and take it on the chin for the company which is something that just hasn't seemed to have happened in this case.

BarmyFred.

PS Actually can I have customer relations job? I'm more than happy to take the blame for someone else's cock-up if it means I get to ride all the latest bikes.

 

[Deleted account 220427002]

I agree Dave- but let's face it, we're a pretty intimidating mob and unfortunately, the first couple of days of this saw Sue and Bill Cannon paint themselves right into a corner- I bet they regret that now but it must be immensely hard to come back out and do anything about it......

I'm just hoping this will give them a chance though- I for one would love to see them post here properly and openly and have a crack at dealing with things- all I'm trying to do is open the door a bit and extend the invitation

I sort of agree and disagree Bill... it's good to give anyone a second chance but how many chances do you give someone.
Cannons and other dealers like them charge quite huge fees for you to get you bike seen to (where the likes of an independent like Steptoe will be mostly way under half big dealer costs and to some provide a better service) they then by all accounts have given pretty lousy service... only starting to take notice when posted on here....
Realistically why should any dealer not give a customer good service....
And if they don't why should people not hear about it and form an opinion for themselves

Now i do know you do get some numpties asking and wanting more that what is reasonable or possible from dealers at times and we get them moaning on the site too... but someone will usually pipe up saying they are being stupid and unreasonable.

Why should Cannons not eat some humble pie.. they seemed to have been the masters of their own destiny.. they could see what needed to be done but weren't as interested in fixing customer relations and a bikes fault than having an apology on this site and any sign of this "problem" removed.

Now they must know they have lost business and a lot of potential customers plus BMW know about what has happened.

If they want people to come back to them they need to do something to show they are taking their customers and their concerns seriously... if they haven't the Balls to come forward on here to admit they were wrong and address the problems then they are not going to do to good in a service industry that claims the highest of standards and charges you for that.

As for kicking them when they are down... yea some posts are just putting the boot in but on the other hand cannons might be not replying hoping this thread would die away and a month later they could be back to normal doing the things the way they want.

Forums like ours are possibly the best ways of sorting good or bad dealers apart and the more customer power we get from posts like this makes us as customers in a stronger position to be treated fairly.

I would say to Cannons... don't let pride ruin your business and post a response to all the issues..... in the past when people have resolved issues the site has been more than happy to see people do so and give them a chance.

 

[Fanum]

I sort of agree and disagree Bill... it's good to give anyone a second chance but how many chances do you give someone.

Sort of my point Gary.....in this case, one chance and one chance only it would appear

I've just spent ten minutes reading through a quick search and I've only found one other negative comment about Cannons, and quite a few positive ones, including the fairly recent threads "Cannons BMW - excellent service but not cheap!" and another "Positive report about Cannon".

On balance, the slagging they've received here seems a bit disproportionate against that doesn't it? (I'm not saying they didn't deserve some mind )

Realistically why should any dealer not give a customer good service....
And if they don't why should people not hear about it and form an opinion for themselves
*snipped*
Forums like ours are possibly the best ways of sorting good or bad dealers apart and the more customer power we get from posts like this makes us as customers in a stronger position to be treated fairly.

Totally agree....dealers SHOULD give a good service, and in the odd cases where something goes wrong, they should rectify it and make amends.......this would appear not to have happened with LV's issue.

Look back at this thread though....there are a few people who actually use Cannons but the vast majority of those slagging them off are from nowhere near the area, some are even abroad yet have waded in!

That's why I'm concerned about the fairness issue and why I'm prepared to have a bit of a swim against the flow- yes we want to hear from people who have had a bad experience but most of this has just been arse flapping from people jumping on the band wagon.......and again, though some is deserved, I can fully appreciate why they might not want to bother coming along to defend themselves against wind up merchants who don't even live on the same continent as them

The slagging of any dealer by people who've never even been to that particular establishment doesn't help in identifying a 'bad' dealer, so it doesn't help anyone IMNSHO.....I'm as keen as anyone to know if somewhere is crap so I can avoid it myself, but equally, I really don't want to get (or give) the wrong impression about somewhere because people just want to have a pop

 

[colin.gray]

Got to get off that wagon

Fanum,

Guilty as charged. I've not dealt with Cannons. & was playing the big "what I'd do... " card. That said (& I don't know what business you work in) if things aren't great wouldn't you say "come in & tell me about it?" at the end of the day give me a cup of tea & a biscuit & I'd forgive almost anything.

Going to shut up now before someone beats me up.

On a different note can anyone explain to me what a Subscribed Tosser is please?

H

 

[John Armstrong]

On a different note can anyone explain to me what a Subscribed Tosser is please?

H

Click on this link: http://www.ukgser.com/subscriptions.htm and a whole new world opens up

 

[Jacqueslemac]

Leave Cannon alone?

An interesting argument, but it relies on the premise that somehow the world owes Cannon a right to remain in business.

If Cannon was to go out of business because of the unsatisfactory customer service it provides, presumably another dealer would soon open up in the area if there is a demand for one. All the good mechanics/salespeople etc would soon find employment in the new place, one would hope.

Norwich has been without a BMW dealer for a couple of years, but another one is about to open up, driven by a perceived gap in the market.

I have never used Cannon as I'm far too far away, but they have no more right to stay in business than any other commercial venture.

 

[Decster]

..Fanum; ... but the vast majority of those slagging them off are from nowhere near the area, some are even abroad yet have waded in!

i do not see this as a bad thing as it send outs a strong warning to BuMW and other dealers to ensure the excellent service that is essential to BuMW owners who use the BuMW Motorrad dealers. Owners expect nothing less for the shillings shelled out.

Cannons could have nipped this is in its very early stages. Instead they tried underhand tactics

Another thread started similar to this on the Ireland thread and it was dealt with promptly, showing the dealer for what they are, customer aware and intent on offering excellent service...

I feel locking this thread before the 'Wind in the Willows' has blown in this direction would be wrong. i feel they should respond and after if it is deemed that the response was fair (humble pie) it will then be a closed matter.

Cannons decided to make an example of themselves, let this serve as a warning to dealers

AIMO

 

[Deleted account W]

Look back at this thread though....there are a few people who actually use Cannons but the vast majority of those slagging them off are from nowhere near the area, some are even abroad yet have waded in!

Just because other members of this forum don't use a dealer doesn't mean they shouldn't comment on the experiences someone has had when using one.

They can comment about the fact someone logged on and promoted the dealer while appearing to be a customer of theirs while it seems they worked for the dealer.

They can give their views on what LV should do based on what he's told us of his experiences of the dealer.

They can post their feelings about the way LV's been treated.

They can comment on what they'd like to see the dealer do to sort out the situation.

It doesn't matter where you live or whether you use the dealer in question, your opinion is still valid.

Lastly the dealer has had plenty of time to respond to either LV direct or on here. So a "second chance" and you offering an "open door" seem a bit redundant.

 

[stolzy]

That'll be me then.

some are even abroad yet have waded in!

Don't see why that is relevant. We've heard what the OP has to say about how he was treated and we've seen what service another dealer can do.

But most of all (and what really gets my goat) - we've seen the underhand and duplicitous way Cannon responded to this - by using an anonymous UKGSer account to attack the OP. Having previously planted undisclosed advertising on the forum using the same account.

Compare and contrast with the (apparently similar) Crossan post and how that was dealt with by the supplier.

If Cannon can lie and cheat on this forum they can do the same to their customers.

 

[Jacqueslemac]

Off-topic, I know

Stolzy, just clicked on the link to your photos (in your signature). I was expecting pictures of globe-trotting bikes! Really like your stuff, though.

 

[Fanum]

Just because other members of this forum don't use a dealer doesn't mean they shouldn't comment on the experiences someone has had when using one.

They can comment about the fact someone logged on and promoted the dealer while appearing to be a customer of theirs while it seems they worked for the dealer.

They can give their views on what LV should do based on what he's told us of his experiences of the dealer.

They can post their feelings about the way LV's been treated.

They can comment on what they'd like to see the dealer do to sort out the situation.

It doesn't matter where you live or whether you use the dealer in question, your opinion is still valid.

Lastly the dealer has had plenty of time to respond to either LV direct or on here. So a "second chance" and you offering an "open door" seem a bit redundant.

Yes, yes, yes yes and yes etc....I fully agree, and I'd not discourage anyone from expressing their reaction or opinion.....and of course everyone's entitled to their opinion

My point was just that there's a difference between the established facts, the level of service failure that actually happened, the clumsy but understandable attempts to minimise the damage (that actually did so much more) and the height and intensity of the shit storm that's been created by so many people who have nothing to do with it expressing opinions- I just felt that the balance needed addressing a little

 

[Paul90]

Why not have some polls in the dealer section were people can rate the dealers, say 1 to 5 in certain key aspects of service / performance / value, etc ?

That way only the people who use the dealer(s) in the poll should vote and people can see if it's a one-off case or common occurance of poor service.

I too have suffered poor service from the workshop at Cannons in the past.
It was resolved to my satisfaction and I didn't feel the need to go public becasue I work on the basis that everyone can make mistakes from time to time but should have the chance to put them right.

The worshop mistake I experienced could have seriously injured or killed me. LV's problem was reported as an ABS / brake related failure. If this is happening too frequently at some dealers then they deserve to be named and shamed, and if necessary put out of business.

The forum's responsibility should be to ensure the dealer polls are statistically valid and not the result of a one-off rant. To put someone out of business on that basis would not be right.

There's a new dealer opened in Norwich which can't be easy right now with the credit crunch and all. If only one is to survive then it should be the best one !

Just my 2p.

Paul

 

[Sable]

Madness !!!

Paul 90 - reading your comments that dealers deserve to be put out of bussiness, sorry but WHO THE HELL DO YOU THINK YOU ARE.

I agree that dealers should be held acountable for thier actions, but with anything mechanical they do break down. Your opinion that if this happens too frequently then .....put them out of business..........do you this level of grief when you are on your shift at Burger King?

The final comment about the credit crunch does contradict the whole posting - its hard enough for a company to survive in the current financial climate but even harder when people are campaining to close them down.

Give the dealer network a chance. Issues arise and if they are not dealt with then there are formal lines of complaint that should be followed. Yes - if you are not happy, once all avenues have been exhausted, make your moan public and take your business else where. Once a dealership starts to lose customers they will have to take notice and react.

Sorry - I had to get it off my chest.