Park Lane - Battersea - Dear O Dear

[Commuter]

Mail

Hi Commuter

Having read, with great concern, your comments (and those of the rest of the UKGSer community) and I am very unhappy that there seems to be so many problems and you have had such a poor experience.

The Battersea site is beginning to come together. You have already met the new Aftersales Manager, Jason Bush and we also have a new Service Team Manager starting shortly. Our priority is to get back to the core of excellent customer service and this is where I would ask you all to help.

Can I suggest we form a "Clinic" whereby you can tell us what you feel is wrong and how we can go about fixing it. Jason is more than happy to have your comments and so am I (good and bad!!) - and Lynne Thompson, our Customer Service Manager is also here to help.

Guys - we know we haven't got it totally right yet, but we do value your custom and goodwill. What do you think?

Regards
Paul Davies
Motorcycle Sales Manager
Park Lane - Motorrad

Hi Paul,

I have sent you a mail.

Thanks for the attention.

I will update you all soon, just want to make sure this is done "properly"

Cheers, Nick

 

[BJEast]

PL1,

I'm sorry but after the shoddy prep of my brand new bike (no manuals, no hazards, alarm registered in the previous order'ers name and registration blah blah blah) and the pathetic antics from the Park West site (Malicious damage to my CS on repairing the badly fitted hazard switch, new screen, bars, parts of the the console where the hazard switch goess, bar clamps and a few more bits) I'm not going to chance it again. I'm still reeling from this purchase and its taken me a lot of soul searching and with some decent service from a different non-car BMW dealer that I'm going for the 12GS, but if I get a single bit of the hassle and grief I had with the CS then I'm dropping it into Bracknell (4 miles from me now, just moved!) and there it'll stay, hello Honda after that (closest thing in terms of quality etc, plus a damn sight cheaper to repair and service!!!!). Roll on oct/nov for delivery

B

 

[Nige]

Hi Commuter

Having read, with great concern, your comments (and those of the rest of the UKGSer community) and I am very unhappy that there seems to be so many problems and you have had such a poor experience.

The Battersea site is beginning to come together. You have already met the new Aftersales Manager, Jason Bush and we also have a new Service Team Manager starting shortly. Our priority is to get back to the core of excellent customer service and this is where I would ask you all to help.

Can I suggest we form a "Clinic" whereby you can tell us what you feel is wrong and how we can go about fixing it. Jason is more than happy to have your comments and so am I (good and bad!!) - and Lynne Thompson, our Customer Service Manager is also here to help.

Guys - we know we haven't got it totally right yet, but we do value your custom and goodwill. What do you think?

Regards
Paul Davies
Motorcycle Sales Manager
Park Lane - Motorrad

Hi everyone! Just joined this site and what a fantastic source of info! I've now got a pretty good idea of which mods/ replacements to go for and where to keep an eye out gfor corrosion on my 02GS!

I read the above string with interest as I bought the bike from Park Lane and had it serviced at Park West originally and now at Battersea (probably the most inconvenient place to get to in London, given no tube connection anywhere in walking distance). I have to say my experience of Park West and latterly Battersea has been similar in terms of delays. But I've always found the service staff pleasant and polite.

I had a nightmare at Park West getting an autocom fitted with parts not being delivered (in fact not being ordered) on time. Only last week the bike was in for new heated grips under warranty and despite booking ahead two weeks there was a delay of two days as the wrong part had been ordered. But the most annoying thing was iwasn't informewd by BMW. So I left work early, flogged down to battersea in time to pick the bike up only to find it sitting in the garage untouched! This happended two days running.

Why not ring them first I hear you ask - well I did on both days but the service desk just fail to pick up the calls and the receptionist can apperently only pass down messages which are then not returned in time. I'm afraid incompetence is about the sum of it. The next day they did however ride the bike back to my house for me to save another trip.

Paul, if you see this the prioblems seem to stem from a lack of systems. Why not ensure that the checklist of bikes you have in that day is used to ensure a phonecall to the owner if the parts haven't arrived. A delay is bad enough but getting down to battersea only to find that no work has been done is a right pain. Communication, communication, communication please.

 

[PL1]

Guilty as charged

Paul, if you see this the prioblems seem to stem from a lack of systems. Why not ensure that the checklist of bikes you have in that day is used to ensure a phonecall to the owner if the parts haven't arrived. A delay is bad enough but getting down to battersea only to find that no work has been done is a right pain. Communication, communication, communication please.

Hi Nige,

Thanks for drawing this to my attention, I'll be honest and agree with you, there does appear to be the occassional lack of communication between the service front desk and the parts department, resulting in our customers being left in the dark and often without their bike. But simply not returning customers phone calls or keeping them in the picture when the s#*t hits the fan is plainly unacceptable.

It is an area that Jason has been working on and recently altered the roles of some of his team in order to achieve our target, which is to exceed our customers expectations, sadly, we've missed the mark on the occasion, but promise that I'll review it with him.

I will also pass your comments on to Lynne Thompson (PL2) so that we can learn from your experience, so keep an eye out for a reply from her.

Best Wishes
Paul Davies

 

[Nige]

Thanks Paul. Pleased to see you're keeping an interest in this string! As I said earlier the guys at the desk have always been polite but maybe there is some understaffing which causes the problems.

 

[turbine_2]

Re: Guilty as charged

It is an area that Jason has been working on and recently altered the roles of some of his team in order to achieve our target, which is to exceed our customers expectations, sadly, we've missed the mark on the occasion, but promise that I'll review it with him.

Hmm, now about 3 months ago I started ringing around to book in for a service and it took a month, three calls to BMW UK and a whole world of pain to get it booked in. Once booked in the work was, in my opinion, without fault but all the same, you've got to get it booked in first.

At the time Jason discussed the issues that there were with the phone booking system and said that there was going to be someone in the same area as the car booking telesales people dedicated to taking bike bookings. This will have been 2 months ago now.

I'm about 4 weeks from my next service and once I've passed 22k miles I'm going to try for a booking (so in a couple of weeks really).

I guess, let's see what happens.