In a world where we constantly highlight the bad I thought id give a little insight into the type of service I received on ringing the number on the small silver "Emergency Breakdown" card I had in my bike folder when I bought my bike.
Now ive not had the bike long (R1200GS Rallye 2017) and ive only done 380miles on it, I know I know, but I blame kids, wife, work and offroading. Now I had a small window the other day so I took the bike out for a small ride to blow off some cobwebs and get some mud on it and on my return home I decided id give the bike its first clean, all going good until cleaning the rear wheel I noticed some spokes were rattling. I was going to tighten these myself as I would do on my enduro bike, but on my enduro bike in the past this has turned out to be a nightmare, tighten one spoke and two others come loose etc etc, if you have the kit and the knowledge its a five minute job, so, on remembering some issues highlighted on this forum and issues with a friends bike where spokes were loose resulting in a buckled wheel I took some advice and I rang that number on the silver card while sitting down expecting this to take some time.
Literally within 15 seconds I was talking to a very apologetic lady on the phone, no queue, no endless numbers to type to go to the correct department, straight to someone I could actually speak to, and I believed the ladies main priority was to rectify the issue I was having, she took some details, and three minutes later I hung up the phone feeling confident that the bike would be looked at.
What I didn't expect to happen within the first hour of making that phone call was for a brand new limited edition BMW 320D M Sport to be dropped off on my driveway from Enterprise hire car centre, all information already given to them, I just had to show them my licence and sign to say there was no damage and they were gone. Then two hours after making the call a Motorcycle SOS van arrived ready to take my bike away to Riders of Cardiff, this was late in the day and they said they may not get the bike to the dealership in time for before it closed but the dealership would be in touch.
The following day Riders were on the phone telling me to rest easy that they have the bike and will be prioritising it through their workshop that day and they would feed back to me their next steps. Later this day they contacted me again and said that in all there were 11 loose spokes on the wheel so they would be replacing it.
The following day BMW Motorrad breakdown service were on the phone saying the bike is due to be picked up and would be delivered to me in the afternoon. Later that afternoon the bike arrived with a brand new wheel in the back of the SOS van, a quick signature and they were gone and I was a happy chap... while placing the bike in the garage my phone goes and Enterprise said they would be round that evening to collect the hire car, I didn't even need to sort that out!
Its obviously a shame that these bikes should have certain issues and I was originally a little miffed by it, but BMW customer service using the small silver card was superb, and the best customer and product service I have ever had... with anything! So Kudos to them! So if you have the luxury of the warranty it really is peace of mind.
Now ive not had the bike long (R1200GS Rallye 2017) and ive only done 380miles on it, I know I know, but I blame kids, wife, work and offroading. Now I had a small window the other day so I took the bike out for a small ride to blow off some cobwebs and get some mud on it and on my return home I decided id give the bike its first clean, all going good until cleaning the rear wheel I noticed some spokes were rattling. I was going to tighten these myself as I would do on my enduro bike, but on my enduro bike in the past this has turned out to be a nightmare, tighten one spoke and two others come loose etc etc, if you have the kit and the knowledge its a five minute job, so, on remembering some issues highlighted on this forum and issues with a friends bike where spokes were loose resulting in a buckled wheel I took some advice and I rang that number on the silver card while sitting down expecting this to take some time.
Literally within 15 seconds I was talking to a very apologetic lady on the phone, no queue, no endless numbers to type to go to the correct department, straight to someone I could actually speak to, and I believed the ladies main priority was to rectify the issue I was having, she took some details, and three minutes later I hung up the phone feeling confident that the bike would be looked at.
What I didn't expect to happen within the first hour of making that phone call was for a brand new limited edition BMW 320D M Sport to be dropped off on my driveway from Enterprise hire car centre, all information already given to them, I just had to show them my licence and sign to say there was no damage and they were gone. Then two hours after making the call a Motorcycle SOS van arrived ready to take my bike away to Riders of Cardiff, this was late in the day and they said they may not get the bike to the dealership in time for before it closed but the dealership would be in touch.
The following day Riders were on the phone telling me to rest easy that they have the bike and will be prioritising it through their workshop that day and they would feed back to me their next steps. Later this day they contacted me again and said that in all there were 11 loose spokes on the wheel so they would be replacing it.
The following day BMW Motorrad breakdown service were on the phone saying the bike is due to be picked up and would be delivered to me in the afternoon. Later that afternoon the bike arrived with a brand new wheel in the back of the SOS van, a quick signature and they were gone and I was a happy chap... while placing the bike in the garage my phone goes and Enterprise said they would be round that evening to collect the hire car, I didn't even need to sort that out!
Its obviously a shame that these bikes should have certain issues and I was originally a little miffed by it, but BMW customer service using the small silver card was superb, and the best customer and product service I have ever had... with anything! So Kudos to them! So if you have the luxury of the warranty it really is peace of mind.
