BMW What poor customer service!

[D Green]

Hi

I have a 2010 R1200GS Anniversary and i have this dreaded brake judder,i have taken the bike into the dealers today 26.5.11 and they have replaced the rear disc but no pads.

On my way home from the dealer the front brake lever was still pulsing so i turned around and went back,the technician that changed the rear disc then measured the front discs and they were within BMW guide lines so they cannot be changed under warranty! Even though the brakes are pulsing.
When you are coming to a stop the brake snatches so you cannot stop smoothly.

So here i have a bike which is 7 months old and 7,500miles on the clock with warped discs but (within BMW spec) so cannot be changed under warranty until they get even worse!!

I then contacted BMW customer services who said they would look into it and get back to me within 24hours and of course you guessed NO Response.

I cannot believe that BMW have not got better customer relations it appears to me that they are so disinterested in any problems? mad:

 

[swissrob]

Hi

I have a 2010 R1200GS Anniversary and i have this dreaded brake judder,i have taken the bike into the dealers today 26.5.11 and they have replaced the rear disc but no pads.

On my way home from the dealer the front brake lever was still pulsing so i turned around and went back,the technician that changed the rear disc then measured the front discs and they were within BMW guide lines so they cannot be changed under warranty! Even though the brakes are pulsing.
When you are coming to a stop the brake snatches so you cannot stop smoothly.

So here i have a bike which is 7 months old and 7,500miles on the clock with warped discs but (within BMW spec) so cannot be changed under warranty until they get even worse!!

I then contacted BMW customer services who said they would look into it and get back to me within 24hours and of course you guessed NO Response.

I cannot believe that BMW have not got better customer relations it appears to me that they are so disinterested in any problems? mad:

they have your cash now.......

 

[iftikartaxis]

what to do

drive a few miles with your brake on and get the discs warm
then take it back to the dealers and tell them the judder has got worse
if they don't sort it ask them to write a letter stating that the brake discs are within the recommended tollerances
that they take full responsability for the bikes braking system until you can get a second opinion get them to sign it and then seek legal advice
tell them your intentions
brakes were never designed to judder
you paid the top dollar to have a quality bike
when it's due for a service take it some where else

 

[DrFarkoff]

Wot he says above There shouldn;t be judder End Off!

Get the dealer principle involved ask him to take the bike a run or to go pillion in the yard at 5mph

See how quick they change their mind then!

 

[John Armstrong]

I'd ask them if it would pass an MOT with the brakes like that, and for the answer in writing.

 

[Dainese Brave]

drive a few miles with your brake on and get the discs warm
then take it back to the dealers and tell them the judder has got worse
if they don't sort it ask them to write a letter stating that the brake discs are within the recommended tollerances
that they take full responsability for the bikes braking system until you can get a second opinion get them to sign it and then seek legal advice
tell them your intentions
brakes were never designed to judder
you paid the top dollar to have a quality bike
when it's due for a service take it some where else

I'd totally agree with that.

Seems a great idea to put the dealer on the spot....I'm pretty sure they'd soon back down with the potential H&S/legal repercussions that might be heading their way.

Got to agree that you really shouldn't have to resort to those measures at a dealer on a new bike with an obvious safety problem!

 

[spm0912]

Although BMW are saying up front that there is no problem with discs warping, my new F8 has got a redesigned disc set up that has so much float, on bumpy roads it sounds like the headstock is loose!!! Sounds like their way of dealing with a problem is to create another one.

FWIW, my dealer, Coopers, Tunbridge Wells, changed the discs after 3 weeks, no quibble. Hasn't solved the problem!! but in 10 (5 bikes) years of BeeM ownership I've never had any dealer question a warranty claim, in fact I had an RT top box changed after my wife managed to jam the mechanism forcing it shut with too much stuff in it.

 

[D Green]

Hi
My dealer does admit that there is run-out on the discs but the BMW guide lines state 0.015mm before they change them,mine actually measured0.09.
So i have to put up with it or change my own discs this is great on a new bike!
With the service i have received both from the dealer and BMW in such a short time their service is outrageous!!

 

[Yellow Peril]

Hi

I then contacted BMW customer services who said they would look into it and get back to me within 24hours and of course you guessed NO Response.

I cannot believe that BMW have not got better customer relations it appears to me that they are so disinterested in any problems? mad:

You take the bike to the dealership on a Thursday/Friday and get in touch with BMW GB on Thursday/Friday and expect to get a response which planet do you live on? The earliest you could expect any response is Monday but more than likely Tuesday time BMW GB contact the dealership don't get the right person have to be called back etc etc.

The judder has gone on for some time no doubt, better to get the bike in at the beginning of a week preferably when both service manager and dealership principle are working and be nice, certain types of threat just get their backs up and then they use the tolerances to stop you dead in your tracks. They can and do use discretion, which for you means nice new disks as they fudge the readings.

The chances of them signing any bit of paper are remote if not impossible no one in their right mind would be that stupid.

If they don't move on the subject make an appointment at the local DVLA testing centre and ask for test explaining the position, more than likely if it is that bad they will issue a notice for the bike to be fixed or taken off the road as un roadworthy, then you have something to have a go at BMW with .i.e not fit for purpose etc etc.

 

[stever1]

Dont be shy, name and shame the dealer.

 

[CuzGS]

Regardless of tolerances, this is v poor, the tolerances are irrelevent, the disc could be misaligned, asymetric padding or whatever.

To simply measure the disc and give you a FO tablet is v poor indeed.

I would personally speak politely but v firmly with the boss of the whole place.

If theres one thing I wouldnt rest over its brakes

Poor show BM, name and shame, that will cost them custom or maybe make them see sense, come on dealership, you can still emerge the good guy in this

 

[Dainese Brave]

I appreciate Shaun's comments, but being quoted tolerances when there's obviously a problem with the bike is just dangerous, and is definately bad customer service.

I agree that most dealers respond better to a chat rather than a rant, and certainly better than a threat....but if you've approached it right then you can't be faulted. And ultimately if your bikes got a problem after 7,500 miles you'd expect your dealer to sort it.

...I'm pretty sure my dealer would.

 

[Bikerjim]

Simple one , You spoke to the technical bod

Should have spoken to the manager & made a fuss in the showroom

They dont like that

Jim

 

[Decster]

Name and shame. It either gets them off their arse and it warns others of their idiot attitude.

Now someone recommend another dealer close to south yorkshire for the guy.

warranty is applicable anywhere in any BMW dealership, yes?

 

[snerkler]

D Green did you go in there saying you've got a disc problem and ask them to fix it, or just says there's a judder please investigate? When you went back did the technician check to see if there was another cause of the judder or just assume it was still the discs? Sometimes you can lead the dealer too much and they just do what you ask, rather than checking all possibilities.
Unfortunately when contacting head offices it's very unusual to receive a reply within 24 hours, probably due to procedures and questions being asked between departments. As much as we all would like an immediate response (I'm shockingly impatient) we do have to be patient with these matters.

 

[snerkler]

Name and shame. It either gets them off their arse and it warns others of their idiot attitude.

Now someone recommend another dealer close to south yorkshire for the guy.

warranty is applicable anywhere in any BMW dealership, yes?

The only dealer in the area is Rainbow isn't it? I've personally always been happy with Rainbow, and found their service top notch.
I've heard good things about Pidcocks, who are also generally a little cheaper.

 

[GS_or_bust]

Here is an interesting article on brake judder, may be applicable.

 

[D Green]

My Dealer has explained they are trying to get things sorted but this unfortunately takes time,this is very frustrating.
It is BMW who have to respond and nothing i or the dealer can do until this time.
I have actually spoke to customer services and sent E-mail and i was verbally told i would be contacted within 24 hrs,i have not yet been contacted.Poor customer relations!
My bike was presented to the dealer with brake judder/pulsing on the front brake lever on 6000 miles service all the discs were measured and the rear found to be out of tolerance so it was replaced!
The front discs have been remeasured at the dealers and are still within tolerance 0.09, BMW will only change if over 0.15.
Now until BMW respond to the dealer or myself the judder goes on!
Everybody's hands are tied until BMW reply.
Thanks for all your reply's.