Good response From BMW
It's a while since this thread but I promised to let everyone know BMW's response to my letter. Since the repair the bike has performed faultlessly including a 2k mile week pass bashing in Switzerland.
Here is my Email to BMW customer services:
Dear Sir / Madam,
I am writing to you having experienced a catastrophic brake failure on my new BMW R1200GS motorcycle, Registration mark **08 ***, Frame No. WB*************. The bike was purchased new from Southport Superbikes on 5/06/2008.
On 13/8/2008 I experienced sudden failure of the front brakes whilst slowing for a junction. The brake lever pulled back to the bar with virtually zero braking effort available; I was very fortunate to be able to stop the bike safely, the road conditions at the time being slow, flat and quiet. Had road or traffic conditions been different there is little doubt a serious accident could have happened.
There was a large loss of brake fluid from under the fuel tank area of the bike and the failure was subsequently diagnosed as a fractured steel brake line to the ABS module. There was no prior warning of the failure, I always check fluid levels before commencing each journey and no loss was noted from either reservoir prior to the failure. No system warnings presented themselves on the dashboard at anytime. The bike was subsequently recovered and returned to Southport Superbikes for repair. I did not receive the bike back until the following Thursday evening, 21/8/2008. A gearbox replacement due to cosmetic damage from the leaked brake fluid is still pending on my return from holiday.
As I am sure you will understand I am extremely disappointed and concerned that a two month old vehicle with just 1925 miles covered should fail in such a dangerous manner. I appreciate the rear brake circuit should still work but as I am sure you are aware this will only provide a small percentage of retardation compared to the front brakes and in a high speed / loaded vehicle situation would be wholly inadequate.
Being an enthusiast and engineer by profession I undertook some research via the various owners clubs and internet forums and I was surprised and dismayed to discover that far from being a freak occurrence the failure mode presented on my bike is a well known problem apparently subject to either a recall or service campaign. As a long time BMW enthusiast (this is my fifth BMW motorcycle) my faith in the brand has been badly shaken. I would therefore be grateful if you would answer the questions listed below at your earliest convenience:
1, Is the failure of steel brake lines on ABS equipped bikes a problem known to BMW? (I have seen copies of German motoring publications indicating that it is common knowledge in Europe at least).
2, Should my bike have been subject to a recall in respect of any potential brake problems?
3, Will the failed components from bike be analysed by BMW engineers and if so would a copy of the report be made available to me?
4, Has the failed component been replaced like for like or with a modified / upgraded part?
5, What is the incidence rate of failures of the steel brake lines as known to BMW? How likely am I to experience a repeat failure?
On a less technical note but one of not inconsiderable inconvenience I was without my bike for eight days and neither BMW Emergency Service or the dealer offered a replacement vehicle. I was particularly galled to read in Motorcycle Sport and Leisure magazine that their journalist testing the BMW K1200S was provided with a car as soon as his bike was out of action. Is this a service for journalists only or should paying customers be entitled to a loan vehicle also?
Yours faithfully.....
After a follow up Email and a couple of phone calls I have received the following reply:-
I am in receipt of your email dated August 29, 2008, the contents of which have been noted. Firstly please accept my apologies for the delay in responding to your email.
I acknowledge that having purchased a BMW Motorcycle, you had expected absolute reliability and exceptional quality, synonymous with the brand. In terms of the failure you have experienced with your vehicle, this problem is a most unfortunate occurrence. I can confirm that BMW AG ensure that all vehicles are constructed to the highest build quality tolerances, utilising the best available materials and leading edge technology. Thus being the case, we would like to think our customers experience fewer problems with our products than they might with other brands. However, we are of course realistic and do recognise that there may be occasions when components can fail and need to be replaced earlier than we would like, or other issues may arise. It is for this very reason that all BMW vehicles distributed by BMW UK, are supplied with a comprehensive warranty, to enable us to carry out any rectification work at no cost to the customer, should a warrantable manufacturing concern arise.
I was sorry to note that BMW Emergency Services did not offer you a hire car when your motorcycle was uplifted. In instances where a vehicle has to be recovered, the driver is entitled to two days car hire in the first instance. Thereafter, if the vehicle has still not been repaired the repairing dealer can request an extension. Please accept my apologies that car hire was not offered to you and I have asked that BMW Emergency Service addresses this with the agent that took your call.
With regards to the questions you have posed I will answer them in the format they have been written
1) There is a campaign that relates to steel brakes on some BMW motorcycles, however the failure you experienced in not related to this campaign.
2) There is not a campaign or a recall relating to your motorcycle in relation to the brake system or pipes.
3) A PUMa report has ben sent to the factory. I am unable to inform you if the factory will request the pipe for inspection. However, a report will not be issued to you on their findings if an inspection is carried out.
4) The pipe that has been fitted is a new part. It is slightly different in its geography, but this change does not relate to the failure you experienced.
5) It is of course regrettable that you have experienced this failure and it is unlikely that you will experience a repeat failure.
As a gesture of goodwill for the inconvenience and concern this has caused I have placed a credit of £500.00 at the dealership. This can be used to purchase anything from our Lifestyle range, accessories for your motorcycle or offset any future servicing costs. If you would like to accept this offer simply retain this letter as the necessary authority and present it to the dealership when you wish to utilise the credit.
In closing, I am sorry you have found it necessary to contact us and I hope my response will reconfirm BMW’s commitment to customer satisfaction.
Yours sincerely......
A good result me thinks and does raise questions about some of the poor treatment other forum members have reported. Possibly the recent bad press has encouraged BMW to take a long hard look at it's customer care policies. In any case I was scrupulously polite in my dealings with BMW but made it clear I was well informed and would not drop the matter until I had been extended at least the courtesey of a response to my questions. As others here have pointed out calm - assertive wins over belligerant ranting anytime.
It's a while since this thread but I promised to let everyone know BMW's response to my letter. Since the repair the bike has performed faultlessly including a 2k mile week pass bashing in Switzerland.
Here is my Email to BMW customer services:
Dear Sir / Madam,
I am writing to you having experienced a catastrophic brake failure on my new BMW R1200GS motorcycle, Registration mark **08 ***, Frame No. WB*************. The bike was purchased new from Southport Superbikes on 5/06/2008.
On 13/8/2008 I experienced sudden failure of the front brakes whilst slowing for a junction. The brake lever pulled back to the bar with virtually zero braking effort available; I was very fortunate to be able to stop the bike safely, the road conditions at the time being slow, flat and quiet. Had road or traffic conditions been different there is little doubt a serious accident could have happened.
There was a large loss of brake fluid from under the fuel tank area of the bike and the failure was subsequently diagnosed as a fractured steel brake line to the ABS module. There was no prior warning of the failure, I always check fluid levels before commencing each journey and no loss was noted from either reservoir prior to the failure. No system warnings presented themselves on the dashboard at anytime. The bike was subsequently recovered and returned to Southport Superbikes for repair. I did not receive the bike back until the following Thursday evening, 21/8/2008. A gearbox replacement due to cosmetic damage from the leaked brake fluid is still pending on my return from holiday.
As I am sure you will understand I am extremely disappointed and concerned that a two month old vehicle with just 1925 miles covered should fail in such a dangerous manner. I appreciate the rear brake circuit should still work but as I am sure you are aware this will only provide a small percentage of retardation compared to the front brakes and in a high speed / loaded vehicle situation would be wholly inadequate.
Being an enthusiast and engineer by profession I undertook some research via the various owners clubs and internet forums and I was surprised and dismayed to discover that far from being a freak occurrence the failure mode presented on my bike is a well known problem apparently subject to either a recall or service campaign. As a long time BMW enthusiast (this is my fifth BMW motorcycle) my faith in the brand has been badly shaken. I would therefore be grateful if you would answer the questions listed below at your earliest convenience:
1, Is the failure of steel brake lines on ABS equipped bikes a problem known to BMW? (I have seen copies of German motoring publications indicating that it is common knowledge in Europe at least).
2, Should my bike have been subject to a recall in respect of any potential brake problems?
3, Will the failed components from bike be analysed by BMW engineers and if so would a copy of the report be made available to me?
4, Has the failed component been replaced like for like or with a modified / upgraded part?
5, What is the incidence rate of failures of the steel brake lines as known to BMW? How likely am I to experience a repeat failure?
On a less technical note but one of not inconsiderable inconvenience I was without my bike for eight days and neither BMW Emergency Service or the dealer offered a replacement vehicle. I was particularly galled to read in Motorcycle Sport and Leisure magazine that their journalist testing the BMW K1200S was provided with a car as soon as his bike was out of action. Is this a service for journalists only or should paying customers be entitled to a loan vehicle also?
Yours faithfully.....
After a follow up Email and a couple of phone calls I have received the following reply:-
I am in receipt of your email dated August 29, 2008, the contents of which have been noted. Firstly please accept my apologies for the delay in responding to your email.
I acknowledge that having purchased a BMW Motorcycle, you had expected absolute reliability and exceptional quality, synonymous with the brand. In terms of the failure you have experienced with your vehicle, this problem is a most unfortunate occurrence. I can confirm that BMW AG ensure that all vehicles are constructed to the highest build quality tolerances, utilising the best available materials and leading edge technology. Thus being the case, we would like to think our customers experience fewer problems with our products than they might with other brands. However, we are of course realistic and do recognise that there may be occasions when components can fail and need to be replaced earlier than we would like, or other issues may arise. It is for this very reason that all BMW vehicles distributed by BMW UK, are supplied with a comprehensive warranty, to enable us to carry out any rectification work at no cost to the customer, should a warrantable manufacturing concern arise.
I was sorry to note that BMW Emergency Services did not offer you a hire car when your motorcycle was uplifted. In instances where a vehicle has to be recovered, the driver is entitled to two days car hire in the first instance. Thereafter, if the vehicle has still not been repaired the repairing dealer can request an extension. Please accept my apologies that car hire was not offered to you and I have asked that BMW Emergency Service addresses this with the agent that took your call.
With regards to the questions you have posed I will answer them in the format they have been written
1) There is a campaign that relates to steel brakes on some BMW motorcycles, however the failure you experienced in not related to this campaign.
2) There is not a campaign or a recall relating to your motorcycle in relation to the brake system or pipes.
3) A PUMa report has ben sent to the factory. I am unable to inform you if the factory will request the pipe for inspection. However, a report will not be issued to you on their findings if an inspection is carried out.
4) The pipe that has been fitted is a new part. It is slightly different in its geography, but this change does not relate to the failure you experienced.
5) It is of course regrettable that you have experienced this failure and it is unlikely that you will experience a repeat failure.
As a gesture of goodwill for the inconvenience and concern this has caused I have placed a credit of £500.00 at the dealership. This can be used to purchase anything from our Lifestyle range, accessories for your motorcycle or offset any future servicing costs. If you would like to accept this offer simply retain this letter as the necessary authority and present it to the dealership when you wish to utilise the credit.
In closing, I am sorry you have found it necessary to contact us and I hope my response will reconfirm BMW’s commitment to customer satisfaction.
Yours sincerely......
A good result me thinks and does raise questions about some of the poor treatment other forum members have reported. Possibly the recent bad press has encouraged BMW to take a long hard look at it's customer care policies. In any case I was scrupulously polite in my dealings with BMW but made it clear I was well informed and would not drop the matter until I had been extended at least the courtesey of a response to my questions. As others here have pointed out calm - assertive wins over belligerant ranting anytime.
I would have said that it goes to show a polite measured argument is more fruitful than "frothing at the mouth" like some are prone to...
