Dear Mr Sharmen
Thank you for your reply it was very revealing, I note from your email that you are the most Senior Manager within BMW UK. Does that mean you report to nobody?. You are also then the most senior person in BMW UK? Could you please supply your managers name and email.
regards
DH
Dear Mr DH
I am in receipt of your further email and have noted its content.
Your correspondence has been addressed by Jane and myself who are the most Senior Managers within BMW UK, and we have nothing further to comment in this matter.
Any further communication will be kept on record, but will not be responded to.
Yours sincerely
Nick Sharman
Dear Mr DH
Jane Noble is currently away from the business on annual leave and therefore your email was forwarded to me for response.
Firstly, please accept my apologies for the delay in responding to you.
I have referred to the correspondence from Myra Gray, and most recently from Jane Noble and have the following details:
I can understand your predicament with you being out of the country and I would assume that you are currently using your BMW, which may be the reason why your motorcycle could not be inspected before September 12, 2008.
However, I am pleased to confirm that you are able to take out a Lapsed Insured Warranty, which does not require your BMW being inspected and the renewal period may be more flexible for you. For further details, please contact Tracy Reeve on the following email address.
tracy_reeve@mondial-assistance.co.uk.
I would also agree with Janes proposal that it would be best for you to meet our Motorcycle Field Manager, so that he can go through any technical questions or concerns that you may have with your motorcycle and your local BMW dealer, Clarks would be happy to arrange a future date, if you contact them directly.
I would like to thank you for bringing this to our attention and I am sorrry it was under these circumstances.
Yours sincerly
Nick Sharman
Corporate & Emergency Service Manager
--------------------------------------------------------------------------------
From: DH
Sent: 07 September 2008 18:29
To: Sharman Nicholas, V1-UK-A-2
Subject: Fw: Re AJ06DVU
Dear Jane
I find your last response totally unacceptable.
You were quite happy to answer my questions until it seems I made the questions specific to the facts. Your decision not to answer these questions now proves to me that you intended to mislead me all along as now the facts are being clarified you refuse to answer what are quite simple questions.
The quite ludicrous suggestion that if I do not have my motorcycle inspected before the 12th September I will loose the right to extend my warranty. You state this knowing fully that I am out of the country on business and will not be in the UK at that time. May I also remind you that you have admitted the warranty extension was not offered in time due to mistakes made by BMW.
Please could you supply me with your line manager as I feel I need to again take this further.
Regards
DH
From:
Jane.Noble@bmw.co.uk
Sent: Thursday, August 28, 2008 11:33 AM
To:
DH
Subject: RE: Re AJ06DVU
Dear Mr DH
Thank you for your further email and I note all of your additional comments and questions which relate to the way in which your concerns have been handled both by our appointed dealer and by Customer Service.
Whilst appreciating that you have posed some very specific questions, I honestly believe that it would be far more constructive and beneficial all round if we endeavoured to progress a resolution rather than examine detail which at this stage, will add little or no value to ensuring that ultimately, you have faith and confidence in your bike.
One area I should clarify is that we did not receive any official notification from you that a transfer of ownership had taken place. Our records were amended on our customer database when you contacted Customer Service to register your concerns. Our customer database therefore shows you as being the registered keeper of above bike. However, this data did not transfer to our database that generates warranty renewals - and this is where the error has occurred for which we apologise.
A new legislation has resulted in warranty insured products being managed independently and as such, we had to seek agreement that we could apply a warranty to your bike even though the existing warranty has expired. Whilst there is agreement to do this, as the policy actually expired during May 08, it is imperative that the warranty is applied as a matter of urgency. Having spoken to our Warranty Insured Department, they have agreed an extension up until the 12 September for this to be applied. To confirm, we have agreed to cover the cost of this check. Whilst I appreciate that you are working abroad, if the policy cannot be applied before or on that date, then this option will no longer be open to you.
Noting your comments regarding the comments made by Park Lane, the fact remains that Clarks are an authorised BMW Motorrad repairer and are qualified to assess and resolve all product related defects. Given that your complaint was about a fundamental safety feature, it is inconceivable that they would not have been thorough with their investigations. Nevertheless, as I recognise that you must have absolute faith and confidence in the integrity of your bike, I am offering for our Motorcycle Field Service Manager to appraise your bike personally. Assuming that this is an offer you will accept, kindly contact Clarks who will co-ordinate the inspection.
I believe that this response provides a sensible solution and I trust that you will be able to arrange for your bike to be checked prior to the 12 September.
Yours sincerely
Jane Noble
BMW Group UK
Jane Noble
National Customer Service Manager
Ellesfield Avenue
Bracknell RG12 8TA
Tel: +44 (0)1344 426565
Fax: +44 (0)1344 480545
Mail to: [email]Jane.Noble@bmw.co.uk
URL: http:
www.bmw.co.uk
--------------------------------------------------------------------------------
From: DH
Sent: 27 August 2008 15:12
To: Noble Jane, V1-UK-A-3
Cc: Gray Myra, V1-UK-A-3
Subject: Re: Re AJ06DVU
Dear Jane
Thank you for your detailed reply, may I use this opportunity to bring to your attention a number of inaccuracies in what you have been told. I have used numbered paragraphs as I hope this will enable us to resolve specific issues easily and honestly.
1. When I attempted to resolve the issue of my brake failure with Myra Gray I once more contacted Park Lane. I spoke to the gentleman who observed my brake failure and who told me not to ride the bike and to have it recovered. I asked him if he would explain what he had seen to Myra Gray if she contacted him, he confirmed that he would be very happy to do this. I then supplied his name and telephone number to Myra Gray, however she choose not to contact him. Could you explain to me why this was not done ?
2. Before I had the bike recovered to Clarks I called and asked the Service Manager Chris if this was OK and during this conversation I informed him at length and in great detail the problems I had been having.
When I picked the bike up after a few days I spoke to the technician who informed me that he had not been told any thing of the symptoms or problems I had had he had just received a job card stating brake fault. So therefore he carried out the standard check on the brakes and found no faults.
3. I was told by Myra that the reason why my brakes had failed was that the front wheel sensor needed to be reset. I attempted to obtain a explanation of this from her. (I had no warning lights and the sensors would not have caused the fault that I had.) She told me that it would and to contact Clarks for an explanation. On contacting Clarks it was confirmed to me that this was not the cause of the fault. So who is telling the truth ?
4. I am aware of the hand guard fowling the front brake lever and this was one of the first things I checked it was not and had not been. Once started the fault got progressively worse over time. It was first noticed as I started my return journey to the UK from the Balkans. So it lasted for over 4 days and 1500 miles.
5. With reference to the latest email from Mira Gray. (attached below) She contradicts your email by saying that the records were certainly updated after you stated they were not could you please clarify this as to which is the truth?
Most fascinating of all she blames an anomaly within your system !? I look forward to your explanation or description of this said anomaly. Does this mean that I was not offered an apology because the fault lies with an anomaly ? .
I understand that you are very busy and must receive thousands of calls a day so can I remind you that as stated before I am working abroad for a number of weeks so therefore the suggestion I take my bike to be checked within the next 2 weeks is impossible.
Yours sincerely
DH
Dear MrDH
Our records have certainly been updated, but having checked why you did not receive an invitation to purchase an Insured Warranty Policy, we have found an anomaly within our systems, which is why the information was not received our Warranty Department. In view of this I will certainly cover the cost of an Approved Used Bike check. Can I ask that the arrangements to have the AUB carried out are made within the next two weeks and please retain this email as the necessary authority. Once this has been undertaken you will then be at liberty to contact our Warranty Department on 08712000199 to purchase the warranty.
Yours sincerely
Myra Gray
From:
Jane.Noble@bmw.co.uk
Sent: Wednesday, August 20, 2008 1:30 PM
To: DH
Subject: RE: Re AJ06DVU
Dear Mr Harris,
I have now researched your concerns with our Motorcycle Field Service Manager who in turn has been involved with both Park Lane and Clarks in the hope of establishing information to assist us in progressing this issue. Firstly however, please accept my sincere apologies for the concern this matter has caused over recent weeks.
I acknowledge that you have reported that the fuel gauge is providing an inaccurate reading. Motorrad have now released a software upgrade to our dealers which we believe will address this issue for any motorcycles are affected. Can I suggest that as you are currently away, kindly contact Clarks at your convenience who will attend to this. I also confirm that you will not be charged for this work.
With regard to your concerns with the operation of the brakes, our Technical Manager discussed this with both dealers. Unfortunately Park Lane have not recorded any details relating to a visit and therefore we cannot comment here. However, Clarks have fully documented the nature of their tests which are extensive which confirmed that no fault could be found. I understand that Clarks even went to the lengths of removing the fuel tank to smell the wiring harness to establish whether a burning smell was evident - which there was not.
To address other points raised in your letter, Myra Gray is a Customer Service Manager and has the responsibility and empowerment to deal with any Customer Service related issues appropriately. Our board of Directors will automatically forward any correspondence to my team to deal with. It is regrettable that at the point of you communicating directly with Myra Gray, the software update had not been released which we believe will resolve the issue with the fuel gauge. However, the position remains the same in that we cannot actually fault the operation of the brake system and Mrs Gray was unable to take any further action in this respect.
Our Field Service Manager did comment that there is sometimes a possibility that the hand guard, that goes around the front brake lever may have been knocked, causing the guard to touch the brake lever. If this was the case, the free play in the lever may have been removed, causing a very slight application of the brake whilst riding the bike. However, this would be checked by the dealer and reported. There would have been no burning smell from under the fuel tank if this was the case. The brake pads, however, would have got very hot dependant upon how far the rider travelled before noticing an issue. When you visit Clarks, I will ensure that they demonstrate this to you.
I have also spoken with our warranty renewals team who confirmed that an invitation letter was sent to the registered keeper of the above motorcycle. It appears however, that when you purchased your bike, we were not made aware of the change of ownership, and hence we contacted the previous owner (who did not respond to the letter). I am therefore endeavouring to establish whether as goodwill, it will be possible to implement a warranty should you wish to purchase this. I will of course let you know as soon as I hear from our warranty team.
In closing, I trust that you will contact Clarks at a convenient time so that your concerns can be progressed. I am also sorry that it has been necessary for you to contact me direct on this occasion.
Yours sincerely
Jane Noble
BMW Group UK
Jane Noble
National Customer Service Manager
Ellesfield Avenue
Bracknell RG12 8TA
Tel: +44 (0)1344 426565
Fax: +44 (0)1344 480545
Mail to:
Jane.Noble@bmw.co.uk
URL: http:
www.bmw.co.uk
--------------------------------------------------------------------------------
From: DH
Sent: 19 August 2008 18:06
To: Noble Jane, V1-UK-A-3
Subject: RE: Re AJ06DVU
Hi Jane
Thank you very much for your reply, I look forward to your thoughts on the situation. I am presently working and travelling abroad so I am unable to recieve any post. If you could continue to correspond by email this would enable me to reply far sooner and easily.
Yours sincerely
DH
--------------------------------------------------------------------------------
Subject: Re AJ06DVU
Date: Wed, 13 Aug 2008 16:51:35 +0100
From:
Jane.Noble@bmw.co.uk
To: DH
Dear DH
I am in receipt of your email and will be investigating your concerns so that I may respond fully to you on my return to the office next week.
In the meantime, please accept my apologies for the continued concern this situation continues to cause you.
Yours sincerely
Jane Noble
BMW Group UK
Jane Noble
National Customer Service Manager
Ellesfield Avenue
Bracknell RG12 8TA
Tel: +44 (0)1344 426565
Fax: +44 (0)1344 480545
Mail to:
Jane.Noble@bmw.co.uk
URL: http:
www.bmw.co.uk
