Canon BMW, poor response

[HeatedGrips]

I spent two days trying to get hold of the one man there who can apparently advise on goodwill help from BMW with out of warranty problems - my handlebar switches have a fault that puts the indicators on at random (see post in 1200 technical).

Thanks to this site I knew that it was not an uncommon problem and that others had had their switches replaced under warranty. Mine ran out in June.

First thing this guy did said when I finally got hold of him and explained the problem was that it needed to be diagnosed by them, not me. I pointed out that people on the UKGSER website had identical faults and had the switches replaced and his reply was something like: "Oh you can find anything you want on the internet, Elvis is still alive and the world is flat."

He eventually admitted that he knew of problems with the switches but wouldn't talk about any possible goodwill offer from BM (like waiving the cost at £145 each) and suggested I take them apart and spray with WD40.

Told him I'd already done that to no effect and was extremely unhappy with a two and a half year old bike that indicated randomly while I was riding through London traffic and up the M1.

So I either take it in to Canon where I bought the bike (75 min ride each way) and leave it with them for an unspecified time, or go to a nearer dealer and give up my chance of getting a goodwill offer from BMW.

I bought my first two GSs from Wollaston. Guess where the next one is coming from!

 

[mike wright]

Write to BMW itself...... Tell them about what has happened etc and your feelings about a 2.5 yr old bike having this problem. Im sure they will be interested in a positive resolution etc

 

[Colban]

You're quite right to be annoyed at the dealers attitude.
Escalate to BMW GB,politely of course.
Oh yes,and screw Canon for dismissing the collective wisdom of those on UKGSer.

 

[Nice 'n' Fat]

So I either take it in to Canon where I bought the bike (75 min ride each way) and leave it with them for an unspecified time, or go to a nearer dealer and give up my chance of getting a goodwill offer from BMW

Why do you think the bike needs to go back to the supplying dealer for a goodwill contribution to be considered by BMW? Any BMW motorcycle dealer can request a goodwill contribution from BMW but the dealer has every right to check the bike over prior to submitting a claim on your behalf and if the claim is unsucessful to request that you pay for their diagnosis time. I think you'll find that's standard proceedure

 

[HeatedGrips]

Why do you think the bike needs to go back to the supplying dealer for a goodwill contribution to be considered by BMW? Any BMW motorcycle dealer can request a goodwill contribution from BMW but the dealer has every right to check the bike over prior to submitting a claim on your behalf and if the claim is unsucessful to request that you pay for their diagnosis time. I think you'll find that's standard proceedure

Is that right? I didn't realise that any dealer can request a goodwill contribution. I suppose they are more likely to do so if you bought the bike from them?

Anyway thanks for the tip, I've had it with Canon because of their general attitude, so the bike's going elsewhere.

 

[Nice 'n' Fat]

A customer has to request a 'goodwill contribution' it's not up to the dealer to offer or suggest that a contribution could be available. A goodwill contribution is given by the manufacturer not the dealer. It costs the dealer nothing other than a phone call or e-mail to obtain a contribution provided you meet the manufacturers criteria for example:

If you are the original owner and the vehicle has a full service history and the contribution is requested within the first 6 months after the manufacturers warranty has expired then you are likely to get 100%

Most manufacturers will also be interested to know how many of their products you have owned or are within your family group. They will also be keen to know that you support their dealer network so a full service history despite your problem being a non service related item will bode well

Good luck

 

[Navy Boy]

I've had 2 BMWs which required warranty work (Admittedly both were inside the warranty period) which I took to CW's to have checked/repaired. They were fabulous despite the fact that neither bike had been bought from them.

In other words it's not the dealer which is the main factor here. By the sound of it Canons don't deserve any more of your business anyway. Vote with your feet mate!