ipf
Guest
The story so far:
I had a small spill on some black ice on my GS in the winter so took it to my local dealer and the work was done promptly and well under insurance, however one part was out of stock - a right hand handguard, so I took the bike without it rather than leave the bike until it arrived.
Time passes and I call the dealer, the part is still out of stock.
More time passes and I call the dealer, the part is now showing supply issues. Can they get it from another dealer ? "Well no because they will be holding on to theirs if they are becoming rare" I am told.
Further time passes and I call again. Now the part number is not even on the system! My dealer says "Call BMW customer services yourself as you will have more effect calling them than us"
I call "customer services" last Thursday and they say the supply issue is resolved. I point out it is not quite resolved as the dealer doesn't have the part, let alone me and the dealer can't even tell me when it is coming! I suggest they think about getting one as part of a kit for me or getting one from another dealer "Oh they are all franchised so we can't see their parts or tell them what to do" they say. But they will call me back tomorrow after some more investigation.
Today (Mon) they call back and the story has completely changed - the part is now NOT available and is still in a stage of redesign! It will probably be a couple of months they say. Can they try and get one from other dealers I ask again. No because that would take too long to call them all and they're too busy they say (i.e. can't be bothered). Great "customer service". So I have to call the dealers direct and try and get one and then try and work out how to factor it into the insurance claim that went through my own dealer weeks ago - hmmm.
This a common part for replacement too I would imagine. Makes you think - with this dubious policy of redesign / supply for parts on a 2007 model bike (less than 1 year old!), what if it was a more serious part ? Your bike could be off the road for months at a time!!
When I bought the GS I was wondering about whether I could get parts in Peru, little did I know I wouldn't be able to even get them in the UK!
Really not inspiring me to buy another BMW with this level of after sales support.
:
I had a small spill on some black ice on my GS in the winter so took it to my local dealer and the work was done promptly and well under insurance, however one part was out of stock - a right hand handguard, so I took the bike without it rather than leave the bike until it arrived.
Time passes and I call the dealer, the part is still out of stock.
More time passes and I call the dealer, the part is now showing supply issues. Can they get it from another dealer ? "Well no because they will be holding on to theirs if they are becoming rare" I am told.
Further time passes and I call again. Now the part number is not even on the system! My dealer says "Call BMW customer services yourself as you will have more effect calling them than us"
I call "customer services" last Thursday and they say the supply issue is resolved. I point out it is not quite resolved as the dealer doesn't have the part, let alone me and the dealer can't even tell me when it is coming! I suggest they think about getting one as part of a kit for me or getting one from another dealer "Oh they are all franchised so we can't see their parts or tell them what to do" they say. But they will call me back tomorrow after some more investigation.
Today (Mon) they call back and the story has completely changed - the part is now NOT available and is still in a stage of redesign! It will probably be a couple of months they say. Can they try and get one from other dealers I ask again. No because that would take too long to call them all and they're too busy they say (i.e. can't be bothered). Great "customer service". So I have to call the dealers direct and try and get one and then try and work out how to factor it into the insurance claim that went through my own dealer weeks ago - hmmm.
This a common part for replacement too I would imagine. Makes you think - with this dubious policy of redesign / supply for parts on a 2007 model bike (less than 1 year old!), what if it was a more serious part ? Your bike could be off the road for months at a time!!
When I bought the GS I was wondering about whether I could get parts in Peru, little did I know I wouldn't be able to even get them in the UK!
Really not inspiring me to buy another BMW with this level of after sales support.
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