Hi all, I have a question regarding damage done to a brand new bike. Let me set the scene, back in September I ordered a brand new 1250GSA Trophy edition on a PCP deal and chopped in my 2019 1250GSA for it that same day, handed it over. Bike was supposed to have been delivered in November but due to issues with the heated seats, which were removed from the spec, it was looking like mid/late December.
During the process of waiting for it, expectations were set for an update, and in every instance I waited at least a week beyond this point to ask for an update, which was immediately forthcoming, but frustrating as it was always me who had to chase it up despite being promised an update on specific dates.
The bike eventually got delivered to me on Tuesday January 17th as the roads were icy and my own road would have been impossible to ride on. They came about 8:30, wheeled the bike outside the house and did a very quick hand over before wanting to disappear quite promptly. While they were there we had a quick walk around the bike etc. I wheeled the bike into the shed.
2 hours later I got a call to tell me that they needed to come take the bike back off me as due to an "admin error" the bike had neither been taxed or registered with the DVLA. Apparently that latest recall was preventing them from registering the bike until it had been completed, how true this is I don't know. But at about 3pm they picked the bike up again from me and I was told it was be in the workshop first thing the next day and then returned to me.
Late on Thursday the 19th I got a call to say it was only just finished and would be returned to me on the Friday, which it was and was again wheeled into the shed where it sat until the 11th Febuary when I rode it for the first time and covered just under 200 miles. I returned home and due to there still being salt on the road I decided to snow foam the bike, then rinse it. A process I repeated twice before drying the bike with a pet blower. After this I used a microfibre towel to wipe down any surfaces I hadn't gotten to and noticed some deep scratches and gouge marks in the engine paint on the RHS of the bike, basically tucked up inside where the front of the cylinder head is.
I have no clue how this happened, other than to say that I can vouch it didn't happen in my time with the bike. The scratches/gouges go both vertical and horizontal. This wasn't spotted on the hand over as I had to literally be laid on my side with a torch to see it.
I made the dealer aware the very next day, the 12th and made no accusation and no demands of any kind. They asked me to take the bike in which I did the day after (Monday the 13th) and they looked at the bike and took pictures. I was told that the "Manager" was in an HR meeting and the Sales guy would speak to him and give me a call immediately after with an update. This update never happened.
On the Friday I emailed him (couldn't get through on the phone) and asked for an update and was told by email that his Manager had asked him to "wait until Monday" and they would have a conversation and get back to me about what may or may not happen. This update also never happened. I tried to call yesterday but couldn't get through so I again emailed, an email that has yet to be acknowledged.
Obviously I understand their position, for all they know I could have damaged the bike myself and just be trying it on, so I do respect the fact they are not just going to be like "yeah no worries we'll replace the engine casings" etc. But obviously from my point of view I know that I didnt do the damage, add to this that they damaged my last bike twice as well. Obviously I have no way of knowing when the damage occured, was it at the factory, in transit, when the dealer prepped it, when they cleaned it before bringing it to me and I respect the fact they don't either. But I feel like I'm being ignored now.
Like I said I haven't made any accusations, demands or threats. I have simply made them aware of the damage. The damage itself doesn't really bother me too much per se, it's in a location I don't have to look at, but having had engine paint issues with the last bike and given how deep the scratches appear to be, my concern is that at some point in time if I were to have issues with the engine paint, I can't be sure that it would be upheld as a warranty claim, especially given it's clearly damage to the paint not wear and tear.
Sorry for the waffle, just wanted to make sure all the facts were clear.
During the process of waiting for it, expectations were set for an update, and in every instance I waited at least a week beyond this point to ask for an update, which was immediately forthcoming, but frustrating as it was always me who had to chase it up despite being promised an update on specific dates.
The bike eventually got delivered to me on Tuesday January 17th as the roads were icy and my own road would have been impossible to ride on. They came about 8:30, wheeled the bike outside the house and did a very quick hand over before wanting to disappear quite promptly. While they were there we had a quick walk around the bike etc. I wheeled the bike into the shed.
2 hours later I got a call to tell me that they needed to come take the bike back off me as due to an "admin error" the bike had neither been taxed or registered with the DVLA. Apparently that latest recall was preventing them from registering the bike until it had been completed, how true this is I don't know. But at about 3pm they picked the bike up again from me and I was told it was be in the workshop first thing the next day and then returned to me.
Late on Thursday the 19th I got a call to say it was only just finished and would be returned to me on the Friday, which it was and was again wheeled into the shed where it sat until the 11th Febuary when I rode it for the first time and covered just under 200 miles. I returned home and due to there still being salt on the road I decided to snow foam the bike, then rinse it. A process I repeated twice before drying the bike with a pet blower. After this I used a microfibre towel to wipe down any surfaces I hadn't gotten to and noticed some deep scratches and gouge marks in the engine paint on the RHS of the bike, basically tucked up inside where the front of the cylinder head is.
I have no clue how this happened, other than to say that I can vouch it didn't happen in my time with the bike. The scratches/gouges go both vertical and horizontal. This wasn't spotted on the hand over as I had to literally be laid on my side with a torch to see it.
I made the dealer aware the very next day, the 12th and made no accusation and no demands of any kind. They asked me to take the bike in which I did the day after (Monday the 13th) and they looked at the bike and took pictures. I was told that the "Manager" was in an HR meeting and the Sales guy would speak to him and give me a call immediately after with an update. This update never happened.
On the Friday I emailed him (couldn't get through on the phone) and asked for an update and was told by email that his Manager had asked him to "wait until Monday" and they would have a conversation and get back to me about what may or may not happen. This update also never happened. I tried to call yesterday but couldn't get through so I again emailed, an email that has yet to be acknowledged.
Obviously I understand their position, for all they know I could have damaged the bike myself and just be trying it on, so I do respect the fact they are not just going to be like "yeah no worries we'll replace the engine casings" etc. But obviously from my point of view I know that I didnt do the damage, add to this that they damaged my last bike twice as well. Obviously I have no way of knowing when the damage occured, was it at the factory, in transit, when the dealer prepped it, when they cleaned it before bringing it to me and I respect the fact they don't either. But I feel like I'm being ignored now.
Like I said I haven't made any accusations, demands or threats. I have simply made them aware of the damage. The damage itself doesn't really bother me too much per se, it's in a location I don't have to look at, but having had engine paint issues with the last bike and given how deep the scratches appear to be, my concern is that at some point in time if I were to have issues with the engine paint, I can't be sure that it would be upheld as a warranty claim, especially given it's clearly damage to the paint not wear and tear.
Sorry for the waffle, just wanted to make sure all the facts were clear.
