a few weeks ago i decided to buy a G650GS Sertao and chose Pidcocks in Nottingham as the location from which to purchase from. They had a nearly new one, an ex demonstrator and it looked very nice. As an official BMW dealership I expected good service bit its been a real nightmare and I feel i need to vent my frustration.
I pretty much did the deal over the phone due to the distance involved, probably my fault but I just expected the bike to be tip top and have done this previously with no problems. I was surprised after making the enquiry on the BMW website to find that it was the Triumph section that called me back. No bother I thought they are the same company. Having agreed the figures I arranged the handover date and rode the 120 miles to the dealer. About half way up the M1 I could hear my phone ringing so i pulled into the services and discovered it was Pidcocks, i phoned them back and the salesman said that he had got the figures wrong and asked for a considerable sum of money in order to complete the deal. I refused to pay any more and was told to just continue and we would resolve it on my arrival.
I arrived at the dealer and having managed to resolve the issue discovered that the computer system (finance) was down and would likely not be on again until the following day. after about 6 hours I had to ride all the way home on my part exchange bike, I vowed to pull out of the deal as id ridden all that way for pretty much nothing other than a cold drink.
Whilst I was at the dealer i noticed that the end of the spokes (nipples) had corrosion and the screen was badly scratched, this was not communicated to me prior to riding up and was not visible on the photos. After announcing my intention to leave I was told that they would polish the spokes up. i was offered a new touring screen to sweeten the deal and for my trouble. I felt that they were trying to resolve this and I gave them the benefit of the doubt, they even offered to have the bike delivered free of charge and filled my current bike with fuel for the wasted journey.
a couple of days later i decided to return to the dealer myself to pick up the bike. the touratech stand had not arrived because it takes 2 weeks for them to deliver and was told that it would be forwarded on to me with the screen. Not a problem i thought. I asked to see the service book to confirm that the running in service had been completed and as a BMW bike i assumed that this would be the case, indeed the bike was advertised as such. The salesman told me the book hadnt been stamped and they would need to take it to the BMW branch round the corner. I asked to confirm that the running in service was done at 600 miles as per the manufacturers spec and I was assured it had. I know alarm bells were ringing but as offical BMW and Triumph dealers i just didnt expect any hassle and previous experience from selling cars told me that people can forget to stamp the book. On the way home I nipped into the BMW section service department and asked to confirm that the bike was indeed serviced at 600 miles. I was assured after a check on the computer that it had and all of their demo bikes were serviced to the specification of BMW Motorrad. With this piece of mind I set off back down south for a 2nd time but on my new sertao.
I was going on holiday the following day and so the salesman said that it would all be despatched when i got back. On my return the salesman phoned me to say that the stand, screen and book had all been despatched. This was the Monday. Thursday arrived and nothing had been delivered so I phoned the dealer and the sales manager said that he would get the salesman to ring me back, no such call was returned.
Saturday arrived and nothing had been delivered, i phoned again and was told the salesman would call me back. several hours later I was called back and told the parcel hadnt been sent and that it would be with me for Wednesday (today). I expressed my disappointment but keen to put it behind me didnt take it further.
Today the parcel arrived, the screen is exactly the same as the one that comes with the Sertao and most annoyingly the service book is showing that the running in service was done at 1256 miles. I am furious, I have been lied to by both salesman and BMW service staff that the service was done at 600 miles, 1256 is unnacceptable and not what is recommended by the manufacturer. Unfortunately pidcocks arnt open today and so i vented my anger at BMW Motorrad who will investigate tomorrow when Pidcocks re-open. What I cant understand is, if the service was done at 1256 miles (the exact mileage I picked it up at), then how did it do the mile + to the triumph section? the BMW stamp is present although the front part of the service book (vin etc...) has been left blank. Have i been allowed to ride away on a new bike at 1256 miles that has not been serviced and still contains its running in oil? The oil is golden and so I expect that it has been changed but who knows if and when?
Now I know that many people will tell me I should have pulled out straight away but the dealer have tried to resolve the initial problems but the efforts to rectify them have been plagued with continued blunders and downright lies. Very frustrated, I wasnt going to write anything because I thought our differences had been sorted... I was wrong and feel very upset. maybe ive brought this on myself but I trusted BMW and Triumph Pidcocks to sell me a genuine bike, as promised and as advertised and Im left with a bike that I cant even be sure is fit to ride. the worst experience ive had by far in vehicle purchase. i feel pretty helpless and not sure how to proceed, i just want a road ready bike, something I was told id bought but something i might not have.
I pretty much did the deal over the phone due to the distance involved, probably my fault but I just expected the bike to be tip top and have done this previously with no problems. I was surprised after making the enquiry on the BMW website to find that it was the Triumph section that called me back. No bother I thought they are the same company. Having agreed the figures I arranged the handover date and rode the 120 miles to the dealer. About half way up the M1 I could hear my phone ringing so i pulled into the services and discovered it was Pidcocks, i phoned them back and the salesman said that he had got the figures wrong and asked for a considerable sum of money in order to complete the deal. I refused to pay any more and was told to just continue and we would resolve it on my arrival.
I arrived at the dealer and having managed to resolve the issue discovered that the computer system (finance) was down and would likely not be on again until the following day. after about 6 hours I had to ride all the way home on my part exchange bike, I vowed to pull out of the deal as id ridden all that way for pretty much nothing other than a cold drink.
Whilst I was at the dealer i noticed that the end of the spokes (nipples) had corrosion and the screen was badly scratched, this was not communicated to me prior to riding up and was not visible on the photos. After announcing my intention to leave I was told that they would polish the spokes up. i was offered a new touring screen to sweeten the deal and for my trouble. I felt that they were trying to resolve this and I gave them the benefit of the doubt, they even offered to have the bike delivered free of charge and filled my current bike with fuel for the wasted journey.
a couple of days later i decided to return to the dealer myself to pick up the bike. the touratech stand had not arrived because it takes 2 weeks for them to deliver and was told that it would be forwarded on to me with the screen. Not a problem i thought. I asked to see the service book to confirm that the running in service had been completed and as a BMW bike i assumed that this would be the case, indeed the bike was advertised as such. The salesman told me the book hadnt been stamped and they would need to take it to the BMW branch round the corner. I asked to confirm that the running in service was done at 600 miles as per the manufacturers spec and I was assured it had. I know alarm bells were ringing but as offical BMW and Triumph dealers i just didnt expect any hassle and previous experience from selling cars told me that people can forget to stamp the book. On the way home I nipped into the BMW section service department and asked to confirm that the bike was indeed serviced at 600 miles. I was assured after a check on the computer that it had and all of their demo bikes were serviced to the specification of BMW Motorrad. With this piece of mind I set off back down south for a 2nd time but on my new sertao.
I was going on holiday the following day and so the salesman said that it would all be despatched when i got back. On my return the salesman phoned me to say that the stand, screen and book had all been despatched. This was the Monday. Thursday arrived and nothing had been delivered so I phoned the dealer and the sales manager said that he would get the salesman to ring me back, no such call was returned.
Saturday arrived and nothing had been delivered, i phoned again and was told the salesman would call me back. several hours later I was called back and told the parcel hadnt been sent and that it would be with me for Wednesday (today). I expressed my disappointment but keen to put it behind me didnt take it further.
Today the parcel arrived, the screen is exactly the same as the one that comes with the Sertao and most annoyingly the service book is showing that the running in service was done at 1256 miles. I am furious, I have been lied to by both salesman and BMW service staff that the service was done at 600 miles, 1256 is unnacceptable and not what is recommended by the manufacturer. Unfortunately pidcocks arnt open today and so i vented my anger at BMW Motorrad who will investigate tomorrow when Pidcocks re-open. What I cant understand is, if the service was done at 1256 miles (the exact mileage I picked it up at), then how did it do the mile + to the triumph section? the BMW stamp is present although the front part of the service book (vin etc...) has been left blank. Have i been allowed to ride away on a new bike at 1256 miles that has not been serviced and still contains its running in oil? The oil is golden and so I expect that it has been changed but who knows if and when?
Now I know that many people will tell me I should have pulled out straight away but the dealer have tried to resolve the initial problems but the efforts to rectify them have been plagued with continued blunders and downright lies. Very frustrated, I wasnt going to write anything because I thought our differences had been sorted... I was wrong and feel very upset. maybe ive brought this on myself but I trusted BMW and Triumph Pidcocks to sell me a genuine bike, as promised and as advertised and Im left with a bike that I cant even be sure is fit to ride. the worst experience ive had by far in vehicle purchase. i feel pretty helpless and not sure how to proceed, i just want a road ready bike, something I was told id bought but something i might not have.
