Not so good from Battersea today...

[nleader]

I bought my GS from Prestige - a small friendly outfit that knew my name and always exceeded my expectations. With their demise, I had to find somewhere else to go. I live in East London. SBW (when they were Sawbridgeworth) were always fine, but Hertford is a bit far compared to Battersea.

My first experience of BMW Battersea was positive. They answered the phone, dealt with me properly and booked my bike in for a small piece of warranty work as 'first job of the day while you wait'. Did the work as specified and left me with a positive impression.

Today, I've tried to speak to someone about an annoying problem that's developed over the last couple of days. The diagnostics are telling me that there is a problem with my back light, and the brake light isn't coming on using either control. The bulb is perfectly OK, as are the replacement bulbs I've fitted. Tail light works fine. Servos/ABS work fine.

Anone got any idea what might be the problem? Has a sensor packed up, perhaps?

So, before booking the bike in I thought I'd see if it was something they had some ideas about what it might be that I could check for myself. Call and ask to speak to a technician, I thought. So I tried.

At 12:15 today, the switchboard phone receptionist in Park Lane connected me to a salesman - James - who was as helpful as he could be, but clearly knew no more than I did, and why should he? He tried to connect me to a service advisor and told me they were all going straight to voicemail. Instead, he took my details and promised to send an email to whoever for them to call me back.

At 4:59 today I decided to see what had happened to my callback. The switchboard receptionist in Park Lane tried to connect me to service reception but whoever she spoke to told her they were just leaving to go home for the evening and refused to take the call. All they know at this stage is a customer with a problem is on the phone and they tell them to tell me they are going home.

So, I know people from BMW Battersea will be reading this. What sort of service is that? I know my problem is relatively trivial - but your colleague didn't know that before running off home and not returning my call as promised earlier. It's not the level of service customers want or expect, so why should we settle for it? It's all very well having car-showroom style bells and whistles like free drinks, comfy chairs and a TV screen when things are going according to plan/schedule, but it's how you help us when things are going tits up that counts. I could have been stranded at the roadside in the middle of nowhere.

Is it worth complaining further up the food chain, I wonder?

 

[Sergeant Pluck]

I don't know why people still bother with PL. A quick search on here will reveal the long history of dire service and indifferent attitude. They've always been crap and it seems like they always will.

I know it's a PITA as they're the only dealer in C London, but it's never worth it in the long run. I quess they've no real incentive to change since they have no competition and no end of new customers ignorant to their ways.

Pluck

 

[Fanum]

Seems to me that they have in fact made quite a lot of improvements recently, after acknowledging their failures.....not many companies even do that, let alone make any changes because of it

When was the last time you went in there Sgt Pluck???? Or are you still carrying a negative view from the era of the previous Aftersales manager????

I have no connection with them BTW, even though they are my nearest dealer now.......I take my Adv to Steptoe so have no reason to back them up, butthe above two posts do seem rather bloody harsh considering they're based on the fact that a phone called made this afternoon wasn't returned today??

I've only dealt with them a couple of times, but I've not had any problems and would use them again ......but then, I like to make my mind up myself rather than listening to old old stories

 

[Sergeant Pluck]

I've only dealt with them a couple of times, but I've not had any problems and would use them again ......but then, I like to make my mind up myself rather than listening to old old stories

10/10 for being a condescending smartarse, 0/10 for presuming correctly

My opinions of PL are based on experience.

When was the last time you went in there Sgt Pluck????

About six months ago, and although I always say it, that really was THE LAST time. Fanum, I know that you are generally pretty forgiving to PL, and thats fair enough as I suppose it's right to get both sides of the story, but my experience with them over the years has been entirely negative. I haven't walked away from that place once feeling that I've been dealt with even 'normally' let alone 'well'. In fact I'm usually kicking myself for having gone back there at all. So yes, naturally I do still carry negative feelings about them just as I would with any other company that provided me with sh*te service.

Or are you still carrying a negative view from the era of the previous Aftersales manager????

To my knowledge I've never had any direct dealings with any of their Aftersales Managers, past or present, just a procession of disinterested and sometimes rude staff.

If they did 'acknowledge past failings' then I spose thats a step in the right direction but you'll forgive me for being sceptical.

In the interests of fairness though - I haven't been there in 6 odd months.

Oh and PS...

I take my Adv to Steptoe

So do I!

Pluck

 

[nleader]

<snip>butthe above two posts do seem rather bloody harsh considering they're based on the fact that a phone called made this afternoon wasn't returned today??

Actually, a call at 12:15pm - lunchtime - to book my bike in for work to be done, probably - wasn't returned by 5pm. Then, when I tried to chase and get to speak to someone who could help me, the switchboard op told me the technical person she made phone contact with refused to take my call at 5pm because they were going home. Going home at 5pm? All they knew at that point was I was a customer with a problem, not how serious or trivial it was. If I ride my bike right now it's illegal because I can't show any brake lights.

If you think my reaction is 'bloody harsh' then it's up to you. I don't think it's good enough and expect more. Prestige could do it. Sawbridgeworth could do it. Why can't Battersea?

 

[ROKKET71]

....nleader,maybe they KNOW you're a tit

 

[nleader]

rokket71 (71 - birthyear or IQ?) I doubt it - you need to communicate to form an opinion.

Still, I'm sure you have a really good reason for forming that opinion of me and getting personal so soon. Why don't you share it with all of us?

And while you're at it - why not cough up and help sponsor this site if you're going to stick around and share your wisdom and insight with all of us?

Norman

 

[ROKKET71]

nleader....You're right.

...my apologies for being rude,it was out of order.But......

As far as "coughing up" for sponsorship of this site goes;I have received invaluable advice and friendly welcomes from many GS'ers....but just when I reach for the debit card to do the decent thing,I come across a thread posted by some old whinger who has nothing better to do with their time and I really feel like not bothering.

 

[(RIP) Proff]

...my apologies for being rude,it was out of order.But......

As far as "coughing up" for sponsorship of this site goes;I have received invaluable advice and friendly welcomes from many GS'ers....but just when I reach for the debit card to do the decent thing,I come across a thread posted by some old whinger who has nothing better to do with their time and I really feel like not bothering.

There is another "CLUB" for GS owners that doesn't allow you to post UNLESS you sponsor, except in some litter tray of a thread

Try them if your unhappy with us


POI. I think this Forum now has 9x times more members than the "Club"

 

[DavidHale]

I come across a thread posted by some old whinger who has nothing better to do with their time and I really feel like not bothering.

Wasn't going to respond to this thread, but I do feel nleader has a valid point regarding customer service and doesn't deserve sniping, slagging or insulting, implied or direct.

If I was him, I'm feel miffed as well. Like he said, PL didn't know what the problem was, and their response smacks of "I'm alright Jack, so stuff you". Not very good...

 

[BMWParkLane]

Hi Nleader

I'm sorry to learn of the problems you're experiancing with your bike and the difficulties you had in getting a reply from my colleagues at BMW Battersea.

Please call me at Park Lane. I wouldn't usually field service phone calls at the sales department, but given your difficulties I can make a exception on this occasion.

Paul Davies
Motorcycle Manager
BMW Motorrad Park Lane
020 7318 9455
07795 220099

 

[nleader]

Called SBW today to get this sorted. They took a look at my bike as soon as I arrived and it was fixed within 15 minutes. Problem was a duff contact inside the rear light unit not quite touching any more and moving further away as a result of arcing heating up the metal. Bending the contact back and fitting a new bulb sorted it.

Thanks to David at SBW for getting people mobilised and getting me legal again.

Then I got back home and saw the post above from Paul at Park Lane. We've had a chat. I do sympathise with his position - he has little control over what the technicians do over at Battersea and they are 'between' service managers right now. There may be some positive news coming from them in that area shortly, it seems.

 

[Decster]

a problem with my back light, and the brake light isn't coming on using either control.

Not able to communicate to other traffic when you are braking is not a small problem on a bike IMO.

BM advertise their bikes as being able go that extra (whatever, round world etc), their dealers can take a call at 4.59pm for any BM owner. Out of politeness as a minimum of courtesy.

The fact that people are going to the St.Eptoe is proof that BM dealers are not doing the best they can in alot of departments.

You did right posting in my mind. In Southern Ireland we have a choice of 2/3. Both Dublin ones are W**kers.IMO. Italian ones are no better. I am on the look out for Steptino here.

D

 

[R90S]

BMWPL

Is it true that Steve Franklin (ex Prestige ) will be the new service manager at Battersea? Well well, at last Park Lane are getting their act together and employing someone who knows what he is doing.

 

[(RIP) Kaister]

I'll just add my tuppence in......

I agree that nleader wasn't treated very efficiently - but here's a thought to try and make things work better in the future.

Try and ring between 12 and 2 pm or after 4:30 pm - this goes for bike shops to gas boards etc.
The reason is twofold - mechanics have staggered lunch breaks and usually go home earlier than service staff.
Also - thats exactly when everyone else rings up - cos its their lunch hour or they've just finished work.

Obviously - a by the side of the road emergency can happen at anytime - but you can help yourself by doing the above first.