Died, waiting at the side of the road, worrying what rescue vehicle would be coming over the horizon.
BMW Assist sending Flat Bed trucks for recovery work
- Thread starter Slowcoach
- Start date
Died, waiting at the side of the road, worrying what rescue vehicle would be coming over the horizon.
Slowcoach
Registered user
Good point. Knock on the door, "here are the bike keys, I'll get the bike out of the garage". On seeing the state of the flat bed..."I'm not letting you put my bike on that"! Recovery bloke very apologetic, "Sorry mate not had time to clean if off..can't blame you not wanting to put your bike on there" He then drove off, put the bike back in the garage and I thought **** he's still got my keys! Easily done when you are a bit cross!
Slowcoach
Registered user
Thanks for the Responses..
Thanks for those who have responded. Bit of a mixed bag. Some people have had an excellent service, others not so good. I guess I was a bit unlucky on this occasion. I've still complained though, BMW need telling that every recovery is important to the rider, especially after spending such a lot of money which includes access to a recovery service. As for the "keyboard warriors" .. it takes all sorts as they say.
Thanks for those who have responded. Bit of a mixed bag. Some people have had an excellent service, others not so good. I guess I was a bit unlucky on this occasion. I've still complained though, BMW need telling that every recovery is important to the rider, especially after spending such a lot of money which includes access to a recovery service. As for the "keyboard warriors" .. it takes all sorts as they say.
Do you not use the steering lock? JJH
I've had need to use them three times over the last 14 years (2 punctures and a gearbox oil leak) and on all occasions they have been brilliant. Always collected by SOS in a dedicated van and always had a replacement vehicle (car) 
Slowcoach
Registered user
Insurance company insist that I put on my disc lock even in a locked garage otherwise the insurance is invalid. Don't bother with the bikes steering lock in the garage.
£800 to replace a broken keyless steering lock.
I got a new K1600 GA on the 2st of September, within a week it's battery was shagged and stranded me at the side of the road. I was able to bump it - but it's a bloody big bike, and it would not be possible in a lot of situations, especially as I was away for a few days and staying in hotels.
BMW assistance for cars was who they sent, even though I made it very clear it was a knackered battery, they have to check it for themselves and did not bring a new battery. The guy was good, but was a car mechanic and not familiar with the bike - but hey, it's a duff battery! He wanted to recover the bike to Chester BMW about 100 miles away and then to my home 40 miles after that when it was fixed, and give me a hire car for the next two days! I explained - OR - just go to Chester BMW, get me a battery, and bring it back!!!
He agreed and jump started the bike to get me to my next hotel where he arrived the next morning at 10am with a new battery.
Once your in the "system" it's hard to follow common sense rather than their process.
James
BMW assistance for cars was who they sent, even though I made it very clear it was a knackered battery, they have to check it for themselves and did not bring a new battery. The guy was good, but was a car mechanic and not familiar with the bike - but hey, it's a duff battery! He wanted to recover the bike to Chester BMW about 100 miles away and then to my home 40 miles after that when it was fixed, and give me a hire car for the next two days! I explained - OR - just go to Chester BMW, get me a battery, and bring it back!!!
He agreed and jump started the bike to get me to my next hotel where he arrived the next morning at 10am with a new battery.
Once your in the "system" it's hard to follow common sense rather than their process.
James
Slowcoach
Registered user
Update
Thought I would share this information. No replies are needed but it is interesting to know.
BMW Assist isn't run by BMW but by a company called "Allianz Partners" (AP). I know other motorcycle manufacturers use the AA etc to manage their recovery services so nothing new there.
BMW Customer Services will NOT investigate poor service from BMW Assist but send your complaint to "Allianz Partners", in the world of recovery work AP is of course a household name everyone will have heard of, except me.
So goodness knows who performance manages the "Allianz Partners" contract if it isn't BMW?
So if you buy a bike from BMW and it breaks down it is AP who manage the recovery to the dealer. Don't forget that included in the price of your new bike is the cost of the recovery service if you are unfortunate enough to need it.
I now have a reply from "Allianz Partners" about the grotty flat bed that attempted the recovery of my one week old GS. It was all a mistake. They sent a car mechanic and a car recovery vehicle, i.e. the flat bed truck. They should have sent a motorcycle technician and a motorcycle recovery vehicle and they are very sorry, it was all a big big mistake.
I really like my GS and I hope I don't need the recovery service again anytime soon.
By the way; the dealer was great, sorted out the bike under warranty and it is now tucked up in my garage waiting for the Coronavirus to pass, then we can go exploring again.
Ride Safe - Keep safe.
Thought I would share this information. No replies are needed but it is interesting to know.
BMW Assist isn't run by BMW but by a company called "Allianz Partners" (AP). I know other motorcycle manufacturers use the AA etc to manage their recovery services so nothing new there.
BMW Customer Services will NOT investigate poor service from BMW Assist but send your complaint to "Allianz Partners", in the world of recovery work AP is of course a household name everyone will have heard of, except me.
So goodness knows who performance manages the "Allianz Partners" contract if it isn't BMW?
So if you buy a bike from BMW and it breaks down it is AP who manage the recovery to the dealer. Don't forget that included in the price of your new bike is the cost of the recovery service if you are unfortunate enough to need it.
I now have a reply from "Allianz Partners" about the grotty flat bed that attempted the recovery of my one week old GS. It was all a mistake. They sent a car mechanic and a car recovery vehicle, i.e. the flat bed truck. They should have sent a motorcycle technician and a motorcycle recovery vehicle and they are very sorry, it was all a big big mistake.
I really like my GS and I hope I don't need the recovery service again anytime soon.
By the way; the dealer was great, sorted out the bike under warranty and it is now tucked up in my garage waiting for the Coronavirus to pass, then we can go exploring again.
Ride Safe - Keep safe.
Your mention of the Allianz complaints procedure reminds me of an unhappy incident with them a couple of years ago.
I was in Lyon when my R1200GS was stolen. Naturally, I contacted BMW Assist, who told me that their service only covers breakdown not theft. As one-way car hire was eye-wateringly expensive, my wife and I had to cram ourselves and all our gear onto her GS and throw away what wouldn't fit, mainly clothes and a few small gift items.
It was only when I bought my replacement bike and looked at the BMW Assist pamphlet that I realised they had brazenly lied to me over the phone in my hour of need, and that they do actually cover theft.
There followed a tedious and drawn-out complaints procedure with long gaps between their replies, which ended with them reluctantly giving me a hundred quid or so in compensation, and some weasel words about denying liability for my losses. I'd much rather have had support at the time and a hire car, but there you go.
Deeply unimpressed with them, but the lesson is to ensure you take the policy wording with you on your travels (maybe take a photo or something) so you can check what they tell you over the phone.
I was in Lyon when my R1200GS was stolen. Naturally, I contacted BMW Assist, who told me that their service only covers breakdown not theft. As one-way car hire was eye-wateringly expensive, my wife and I had to cram ourselves and all our gear onto her GS and throw away what wouldn't fit, mainly clothes and a few small gift items.
It was only when I bought my replacement bike and looked at the BMW Assist pamphlet that I realised they had brazenly lied to me over the phone in my hour of need, and that they do actually cover theft.
There followed a tedious and drawn-out complaints procedure with long gaps between their replies, which ended with them reluctantly giving me a hundred quid or so in compensation, and some weasel words about denying liability for my losses. I'd much rather have had support at the time and a hire car, but there you go.
Deeply unimpressed with them, but the lesson is to ensure you take the policy wording with you on your travels (maybe take a photo or something) so you can check what they tell you over the phone.
It seems that Allianz is the weak link in the chain, so to speak. After I had been left to sort out my Problem on a 3 month old GS in Austria I put in a complaint about Allianz via my dealer to BMW. They called me once, had quite a long talk with a BMW customer chap who never rang back. Just shows the contempt BMW have for the Motorrad customers.
Why did you not contact your (presumably) fully comprehensive motor insurer?
My thoughts exactly, you didn't need recovery as your bike was nicked, it would have been at least worth a phone call and one for people to think about if it ever happens to them?
I did, of course. They didn’t offer help either - they cover the bike theft (which they paid out for) but not any resulting inconvenience. I’ve never seen such cover in a policy - does your insurer offer post-theft support, either home or abroad?
My thoughts exactly, you didn't need recovery as your bike was nicked, it would have been at least worth a phone call and one for people to think about if it ever happens to them?
Clearly you didn’t take in what I wrote above - they’re called BMW Assist not BMW Recovery and they do offer theft support. Except they denied it when I asked. That was the point of my post
My fully comprehensive motor insurer provides (pays for) a hire vehicle if my vehicle is stolen or damaged in an accident, ie following an event that is covered by the policy. Yours didn’t but at least you asked.
Slowcoach
Registered user
The Final word...
A quick update.
With the help of my dealer BMW have finally recognised there is an issue with the BMW Assist Service provided by Allianz Partners. BMW even called me to hear of my own experience first hand.
A new system at Allianz Partners, Coronavirus associated staff shortages etc have created a "perfect storm" resulting in a poor service being provided to customers.
BMW Customer Services WILL investigate problems with the Assist service going forward. So if you are not happy with this service let BMW know.
Ride Safe - Stay Safe
A quick update.
With the help of my dealer BMW have finally recognised there is an issue with the BMW Assist Service provided by Allianz Partners. BMW even called me to hear of my own experience first hand.
A new system at Allianz Partners, Coronavirus associated staff shortages etc have created a "perfect storm" resulting in a poor service being provided to customers.
BMW Customer Services WILL investigate problems with the Assist service going forward. So if you are not happy with this service let BMW know.
Ride Safe - Stay Safe
Nothing will happen. BMW rant me about me poor experience then did nothing.
Had to call BMW Assist for a potential safety issue on my new 3 series a few weeks ago and technician came out, inspected the car and said he would order up replacement parts straight away. That evening a recovery truck turned up at my house out of the blue and said he was there to collect my car. I asked him what was i supposed to drive and he said he didn't know so i told him to f##k off home. A few weeks later after hearing nothing i rang my local BMW dealer and they had never heard of my issue. After several phone calls including a call back from a technician in London (after i stressed i was in Northern Ireland) he informed me he would contact BMW assist again but he wasn't hopeful they would ring me back as promised and guess what, he was right.
I have never had a more shambolic experience than this and not sure if the car side use the same partners as the bike side but would also say when dealing with any BMW garage direct over the years with my cars and bikes they have generally been faultless.
I have never had a more shambolic experience than this and not sure if the car side use the same partners as the bike side but would also say when dealing with any BMW garage direct over the years with my cars and bikes they have generally been faultless.
Similar threads
