Bought GSA new,dealt with H-D side before so it made sense,the bike arrived in the country and was supposed to come with the free boxes but on picking the bike up I was told there was a back log and as such the boxes would follow,three weeks later and still the same reply,so I did some homework and found there was over 250 sets in U.K ready for delivery so back I went and asked only to be told the same old lie,when I showed them the printed BMW response they shat themselves and two days later my boxes arrived
,to this day I don't know why they lied but they lied and as such are not trustworthy and will never have my money again.
It's a real pitty because I spoke to the mechanic and he seams a great guy
,but once I feel the p*ss has been taken then I'll never go back,would you?
I don't tend to make a habit of responding to individual complaints on a public forum because it can often seem like a recipe for a bunfight.
I will make an exception on this occasion as I find the word "lie" to be particularly strong, and, in my opinion, totally unwarranted, and I also take serious exception to being called "untrustworthy" on a public forum when I know that not to be the case.
I will try to stick to the key points and not drawl on - I am doing this from memory and I deal with lots of customers every day so please bear with me - The panniers were ordered for the bike in question and showed as being on back order, with no stock in the UK or in Germany and no available delivery date. The part numbers in question were checked for availability regularly by our Parts Person, as we wanted to get the panniers for the customer as soon as possible, and we were waiting for quite a number of these panniers for a number of customers, some of who may read this and may well remember the delay. The customer in question did in fact bring it to my attention (and I promise that I did not "shat myself"
)that he had checked with another dealer and had been told that the panniers were available from BMW UK, within a day or two. This prompted me to look into the situation myself.
Our parts person had ordered the panniers by the part number that was listed on BMW's EPC (Electronic Parts Catalogue) - and these part numbers were indeed showing as on back order, with no delivery date.
Unbeknowst to our parts person, the part numbers had changed but the new part numbers were not yet showing on EPC. Now, this information
was readily available elsewhere on another BMW system, but our parts person, while being very experienced in parts with other brands of bike, is relatively new to BMW and BMW systems and had simply not realised/noticed on this other system that the part numbers had changed and that he would therefore need to order the panniers on the new, revised, part numbers. He had made a simple mistake which unfortunately meant in this case that a number of people had been waiting for panniers for longer than we would hope.
It was explained to the customer that the parts person was new and had make a mistake, and the panniers did indeed turn up within a couple of days, now that they had been ordered on the correct part number
If I did not explain the situation clearly at the time, then I sincerely apologise.
To conclude, the word "lie" implies delibaracy, and there was none. A member of staff made a mistake and when it was discovered we did our very best to rectify it as soon as was physically possible, and once again I sincerely apologise for any inconvinience and continued anguish that this situation may have caused.
