Deleted account 210609001
Registered user
- Joined
- Mar 19, 2003
- Messages
- 29
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- 7
I had my first experience of Park Lane at Battersea yesterday. Having read some fairly poor reviews on here, I tried to keep an open mind until I could comment myself.
They're my nearest dealer since the closure of L&C Tunbridge Wells some time ago and, more recently, Prestige. That's an issue for BMW GB who seem to think a 150 mile round trip to a dealer is acceptable. And a precious day's holiday, of course.
I had told them when booking it in - three weeks ago - that it needed a new engine front plate due to corrosion. They said that was fine, they'd include it on the job sheet. "Great" I thought, "they are obviously informed about a widespread problem and are prepared to take my word for it that it is a problem on my bike."
Arrived at 8.30, booked the bike in and the first thing the receptionist said was "Oh, I'll have to see if we have that part in stock." I said this was very disappointing seeing as they had known about it for three weeks and he said they never order warranty parts until they've seen the bike. I asked him why this wasn't explained to me at the time. He apologised.
Anyway, I asked him to call me as soon as he knew a collection time. He assured me he would call me around mid-day to let me know.
I disappeared off to the Natural History Museum
, no call at 2.30 so I called them. Couldn't get through, but was told they'd call me straight back. 3.30 - no call. Arrived at the dealership at 4.00 to be told it'd be ready in "about an hour" or, put another way, right in the rush hour. I asked why he hadn't called me at midday or when I called them and he said he'd been "just about to" but had been busy with customers. And there's me thinking I was a customer too!
While I was waiting, one customer who'd just collected his bike brought it back because they'd blown the headlight, which might have been coincidental, but obviously wasn't checked. Even worse, another customer refused to take his K75S until they'd fixed the handlebars on properly
. And a couple of others were complaining that their bikes weren't ready when they'd been told they were.
I have some sympathy with the reception staff who are bearing the brunt of the complaints, but they create some of the problems themsleves. I was not in a mad rush for my bike and was enjoying myself at the Museum. I can live with the delays - just - but not the failure to return calls. How long would it have taken to call me and say it would be ready at 5?
It seems they can't cope with the workload, which perhaps isn't surprising given the catchment area they have to cover. BMW charge premium prices for bikes and servicing, but have not backed this up by providing an adequate network of competent dealers.
There was another guy there who, from what he was saying, was the new bike sales guy. Saying "tell him I'm busy with a customer and then got to go and do a handover" when other customers are around isn't too clever, especially as he sat (alone) at his desk for another 30 mins before leaving.
I've had 4 BMs and loved them all, but at this rate my next bike will be an alternative make purely because of BMW's failure to provide a proper network of competent dealers.
Only SLM left to try now...they have had some poor reviews too (although one recently seems ok).
They're my nearest dealer since the closure of L&C Tunbridge Wells some time ago and, more recently, Prestige. That's an issue for BMW GB who seem to think a 150 mile round trip to a dealer is acceptable. And a precious day's holiday, of course.
I had told them when booking it in - three weeks ago - that it needed a new engine front plate due to corrosion. They said that was fine, they'd include it on the job sheet. "Great" I thought, "they are obviously informed about a widespread problem and are prepared to take my word for it that it is a problem on my bike."
Arrived at 8.30, booked the bike in and the first thing the receptionist said was "Oh, I'll have to see if we have that part in stock." I said this was very disappointing seeing as they had known about it for three weeks and he said they never order warranty parts until they've seen the bike. I asked him why this wasn't explained to me at the time. He apologised.
Anyway, I asked him to call me as soon as he knew a collection time. He assured me he would call me around mid-day to let me know.
I disappeared off to the Natural History Museum
, no call at 2.30 so I called them. Couldn't get through, but was told they'd call me straight back. 3.30 - no call. Arrived at the dealership at 4.00 to be told it'd be ready in "about an hour" or, put another way, right in the rush hour. I asked why he hadn't called me at midday or when I called them and he said he'd been "just about to" but had been busy with customers. And there's me thinking I was a customer too!While I was waiting, one customer who'd just collected his bike brought it back because they'd blown the headlight, which might have been coincidental, but obviously wasn't checked. Even worse, another customer refused to take his K75S until they'd fixed the handlebars on properly
. And a couple of others were complaining that their bikes weren't ready when they'd been told they were.I have some sympathy with the reception staff who are bearing the brunt of the complaints, but they create some of the problems themsleves. I was not in a mad rush for my bike and was enjoying myself at the Museum. I can live with the delays - just - but not the failure to return calls. How long would it have taken to call me and say it would be ready at 5?
It seems they can't cope with the workload, which perhaps isn't surprising given the catchment area they have to cover. BMW charge premium prices for bikes and servicing, but have not backed this up by providing an adequate network of competent dealers.
There was another guy there who, from what he was saying, was the new bike sales guy. Saying "tell him I'm busy with a customer and then got to go and do a handover" when other customers are around isn't too clever, especially as he sat (alone) at his desk for another 30 mins before leaving.
I've had 4 BMs and loved them all, but at this rate my next bike will be an alternative make purely because of BMW's failure to provide a proper network of competent dealers.
Only SLM left to try now...they have had some poor reviews too (although one recently seems ok).
