Melting Instrument Cluster

[nessie]

SUCCESS!! with melting instrument cluster.

Hi again,

Latest update is that i am having my instrument cluster replaced for free

As a gesture of goodwill, not warranty, but who cares a good result none the less!!

Thanks for all your help again!

 

[Wapping]

Jolly good, which puts an alternative slant on Daffy's experience....

... Who and how did you get agreement from in the end?

 

[MartinL]

Good one , Nessie. Thought you might be successful with the right attitude to negotiations...

 

[Daffy]

I think I am going to post again on this one, my issues with BMW were directly with them, I bought a new tourance2 jacket and had the zip break when i first wore it, I did not believe it unreasonable to expect a replacement as it was clearly defective when I bought it - the dealer spoke to BMW and a replacement was refused - I spoke with BMW and was advised of my legal rights which did not extend to a replacement when a repair could be effected (a new zip - which meant losing my jacket for approx 1 week)

Fortunately I spoke with another BMW dealer who said they would replace it and have that discussion themselves as they felt I was correct. I had never dealt with that dealer (Bahnstormer) before and certainly did not buy it from them but they sorted it anyway - needless to say they got the order for my new GSA a few months later.

Re the issue in france, we had our crash helmets stolen in bayeaux, I wanted a recovery to cherbourg so I could be met in pompey with spare lids, I was refused assistance even though I offered to pay for the recovery. I ended up staying in france and buying helmets locally to make the trip home.

Needless to say I ended up with a hotel bill and 2 crash helmets that I did not want as the choice was very limited.

At that time BMW contracted out their breakdown operation to Mondial, even so they were not interested as it was not covered by warranty etc despite the fact that their paperwork at the time stated clearly that "they were there for you when you needed it most" what they didn't say is as long as it suits them. I was also told that I should have said I lost the keys and they would have sorted me out.

I work in customer service and fully understand that you achieve much more by being pleasant and explanatory rather than aggressive in these situations and I can assure you that I was a model customer - even so they still gave me the cold shoulder.

Anyway thats my story, twice I have had cause to contact them and twice they have treated me like something on the bottom of their shoe, yes I still feel that they do not understand how to deal with anything out of the ordinary (thats the german mentality for you - and believe me I know), anyway I am pleased that Nessie got the instrument cluster sorted.

 

[nessie]

BMW customer services came up trumps for me!

Daffy, if i'd been through what you went through then i think i'd be pretty peeved!!

Anyway how do i protect my spanking new instrument cluster in the approaching Indian summer?

 

[Wapping]

I think I am going to post again on this one, my issues with BMW were directly with them, I bought a new tourance2 jacket and had the zip break when i first wore it, I did not believe it unreasonable to expect a replacement as it was clearly defective when I bought it - the dealer spoke to BMW and a replacement was refused - I spoke with BMW and was advised of my legal rights which did not extend to a replacement when a repair could be effected (a new zip - which meant losing my jacket for approx 1 week)

Fortunately I spoke with another BMW dealer who said they would replace it and have that discussion themselves as they felt I was correct. I had never dealt with that dealer (Bahnstormer) before and certainly did not buy it from them but they sorted it anyway - needless to say they got the order for my new GSA a few months later.

Re the issue in france, we had our crash helmets stolen in bayeaux, I wanted a recovery to cherbourg so I could be met in pompey with spare lids, I was refused assistance even though I offered to pay for the recovery. I ended up staying in france and buying helmets locally to make the trip home.

Needless to say I ended up with a hotel bill and 2 crash helmets that I did not want as the choice was very limited.

At that time BMW contracted out their breakdown operation to Mondial, even so they were not interested as it was not covered by warranty etc despite the fact that their paperwork at the time stated clearly that "they were there for you when you needed it most" what they didn't say is as long as it suits them. I was also told that I should have said I lost the keys and they would have sorted me out.

I work in customer service and fully understand that you achieve much more by being pleasant and explanatory rather than aggressive in these situations and I can assure you that I was a model customer - even so they still gave me the cold shoulder.

Anyway thats my story, twice I have had cause to contact them and twice they have treated me like something on the bottom of their shoe, yes I still feel that they do not understand how to deal with anything out of the ordinary (thats the german mentality for you - and believe me I know), anyway I am pleased that Nessie got the instrument cluster sorted.

OK

The jacket. It may depend on whether a delay of about a week, whilst a defective zip is replaced, is reasonable or not.

That being said. Assuming you are of a 'regular' size (whatever that means in UKGser world ) by which I mean an identical replacement jacket can be pulled off the peg of the same dealer you bought the jacket from originally, it might be good PR to simply exchange the jacket, then and there, a la M&S's excellent returns policy.

The theft of helmets. Isn't the BuMW European cover in respect of just:

(a) Mechanical breakdown of the vehicle

(b) Injury / illness suffered by yourself, the rider of the vehicle?

If so, it's hard to see how the theft of your helmets might fall within BuMW's responsibility under (a) or (b)?

 

[BBB61]

Re the issue in france, we had our crash helmets stolen in bayeaux, I wanted a recovery to cherbourg so I could be met in pompey with spare lids, I was refused assistance even though I offered to pay for the recovery. I ended up staying in france and buying helmets locally to make the trip home.

Needless to say I ended up with a hotel bill and 2 crash helmets that I did not want as the choice was very limited.

At that time BMW contracted out their breakdown operation to Mondial, even so they were not interested as it was not covered by warranty etc despite the fact that their paperwork at the time stated clearly that "they were there for you when you needed it most" what they didn't say is as long as it suits them. I was also told that I should have said I lost the keys and they would have sorted me out.

I work in customer service and fully understand that you achieve much more by being pleasant and explanatory rather than aggressive in these situations and I can assure you that I was a model customer - even so they still gave me the cold shoulder.

Anyway thats my story, twice I have had cause to contact them and twice they have treated me like something on the bottom of their shoe, yes I still feel that they do not understand how to deal with anything out of the ordinary (thats the german mentality for you - and believe me I know), anyway I am pleased that Nessie got the instrument cluster sorted.

The breakdown cover would not cover the theft of your helmets and to expect BMW breakdown to assist you in such circumstances was naive at best. They would have been perfectly justified in not helping you in such circumstances given that it wasn't a problem with the bike. If you had a travel insurance policy that should have dealt with the issue. Even then I doubt that any travel policy would recover you to Cherbourg as you wanted. I think your expectations in the situation were very unreasonable.

 

[Sgt Bilco]

BMW customer services came up trumps for me!

Daffy, if i'd been through what you went through then i think i'd be pretty peeved!!

Anyway how do i protect my spanking new instrument cluster in the approaching Indian summer?

Nessie

I've got one of these and it also looks the bsiness IMHO

http://www.nippynormans.com/COCKPIT...200GS-Adventureto07/productinfo/TAT-044-0550/

 

[rickyxsara]

If you lived in Norn Iron you would not have any problems with the sun at all. On a more serious note I find it totally incredible that BMW are unhelpful.

 

[Wapping]

If you lived in Norn Iron you would not have any problems with the sun at all. On a more serious note I find it totally incredible that BMW are unhelpful.

BuMW haven't been unhelpful. They have agreed to repair / replace / fix the instruments.

 

[Daffy]

Guys,
I think you are missing the point re the French breakdown, whilst it is true that I was hoping they would, I was not asking BMW assistance to cover the cost of the recovery, I was simply a customer who had had a spot of bother who had also just spent over £10k and was asking for help, which when told it was not covered, I had offered to pay for.

Whilst I dod not know it at the time I think my attempt to recover my monies was justified as page 5 of the "emergency service" handbook clearly states that "immobilization is electrical or mechanical breakdown, road accident, loss of keys, loss, damage or destruction by fire, theft of vandalism"

As our crash helmets were "locked" in the helmet holder from which they were removed due to a design flaw that makes this very possible and the fact that my dealer told me they would not leave their helmet there (please do not give me a lecture about security as many do not lock helments etc)

As I said I was simply asking for help for which I was prepared to pay up front and sort out later, this was refused.

Isn't true customer service about being able to adapt and support your clients when they need you. It is not about giving freebies away whether that is a coffee, a baseball cap or a £500 credit, it is about being there when customers need you and a positive reaction to a distress situation is a stronger motivation to brand loyalty than any PR bollox.

 

[AberdeenAngus]

Daffy
I think it was a reasonable request. Asking for help and offering to pay.
Unfortunately 'service' centres these days seem to be staffed by poorly paid, poorly motivated staff working to a script. They have neither the discretion nor the ability to help you if you do not fit their brief.

 

[WindyChuffer]

I think I am going to post again on this one, my issues with BMW were directly with them, I bought a new tourance2 jacket and had the zip break when i first wore it, I did not believe it unreasonable to expect a replacement as it was clearly defective when I bought it - the dealer spoke to BMW and a replacement was refused - I spoke with BMW and was advised of my legal rights which did not extend to a replacement when a repair could be effected (a new zip - which meant losing my jacket for approx 1 week)

Fortunately I spoke with another BMW dealer who said they would replace it and have that discussion themselves as they felt I was correct. I had never dealt with that dealer (Bahnstormer) before and certainly did not buy it from them but they sorted it anyway - needless to say they got the order for my new GSA a few months later.

Re the issue in france, we had our crash helmets stolen in bayeaux, I wanted a recovery to cherbourg so I could be met in pompey with spare lids, I was refused assistance even though I offered to pay for the recovery. I ended up staying in france and buying helmets locally to make the trip home.

Needless to say I ended up with a hotel bill and 2 crash helmets that I did not want as the choice was very limited.

At that time BMW contracted out their breakdown operation to Mondial, even so they were not interested as it was not covered by warranty etc despite the fact that their paperwork at the time stated clearly that "they were there for you when you needed it most" what they didn't say is as long as it suits them. I was also told that I should have said I lost the keys and they would have sorted me out.

I work in customer service and fully understand that you achieve much more by being pleasant and explanatory rather than aggressive in these situations and I can assure you that I was a model customer - even so they still gave me the cold shoulder.

Anyway thats my story, twice I have had cause to contact them and twice they have treated me like something on the bottom of their shoe, yes I still feel that they do not understand how to deal with anything out of the ordinary (thats the german mentality for you - and believe me I know), anyway I am pleased that Nessie got the instrument cluster sorted.

On your jacket the dealer was wrong to not give you a replacement and insist on a repair. Under the Sale of Goods Act you would have been entitled to a refund there and then. And by implication an exchange too ('cos you could have bought a new one with your refund).

I think you have a point about offering to pay for assistance and not getting it. But I guess they just aren't set up to receive ad-hoc payments.

I would say that as its only about 50 miles from Bayeux to Cherbourg surely it would have been cheaper to hire a car / take a bus / hitch and meet your mate for new lids than to pay for a call out. So perhaps your desired solution to your problem wasn't the best thought out plan. Of course next time, just say you lost your keys and they you'll get recovered...

I would have thought that theft of helmets would be an issue with your insurer not BMW but depends onthe terms of your policy I suppose.

Personally I cant be fagged to use the helmet lock under the seat. Instead I leave mine on the mirror, padlocked to the bike with a chain; easier and quicker for me + more secure.