SLM - not so good!

[ncpierce]

Phoned SLM on Monday to book my bike in with a problem where the fork dust seals travelled up the fork stanchions and stayed there. Mentioned that I thought the front end felt a bit soft. The woman on the phone checked whether I was due a new front ESA shock under the recall campaign - I was and also mentioned that there was something to be done with the rear light(?). She said that they would get the parts in and then I could drop the bike in on Friday for them to sort.

I dashed back from a job on Anglesey last night to make sure that I could get the bike in for 0800.

Booked the bike in, signed the form for the loan bike (why do we need to pay for a loan bike for warranty work) went outside and was just checking the seat adjustment when she came out and said could I hang on for a minute.

It then turns out that the parts had not been order, something about the parts girl leaving on Wednesday, and that they could not do the work.

So I was left with a wasted trip to SLM, the hassle of having to book my bike in again once they get the parts in.......

Why could they not have phoned me to let me know that there may be a problem and then I could have cancelled and rebooked another time.

Annoyed in Surrey!

 

[Account removed]

[QUOTEwhy do we need to pay for a loan bike for warranty work[/QUOTE]


They tried that one onme, I would not pay, after all it's not that you want to be there in the first place. Was also told that BMW do not pay them for warranty work, they do it for the love of it !!!!

Time for a new dealer that cares me thinks, bring back Simon Cope.

 

[ajerider]

ncpierce, sorry to hear about that situation. I have spoken to the team about it, and as they explained, it was a cock-up on the parts order following the departure of the parts person, our new person will be starting very soon. With a number of new staff joining us, there have been a few "hand-over" issues, so I do apologise.

However, please note "WE DO CARE", a great deal in fact, and everyone here is committed to not just doing a good job for our customers, but a GREAT JOB, so do please bear with us whilst our new team is building. On the whole we do get it much more than right as many will tell you, but when we fall down we need to say sorry and sort it out.

Do come and have a chat when you are next in, and I can explain more about what we are doing. Alaric

 

[Navy Boy]

Sounds like a fair enough response to me.

I'd say go and have a chat to them. Dealers real worth is shown by how they respond when something goes wrong.

You could come out of this better than when you started fella.

 

[ajerider]

Ncpierce, just noticed I did not answer your question re the cost of the loan bike with warranty work. Firstly BMW DO pay us for Warranty work we do for customers but they do NOT pay for a loan bike. And as we are a private company and we have to buy and run all the service loan bikes ourselves, we need to charge a daily cost to cover this and specifically the cost of insurance etc. I hope this explains it, but again, happy to chat with you about all of this over a coffee. Alaric

 

[Prattapillar]

Took mine up there for a 30K service the other week and mentioned when booking, 5 weeks in advance, that it needed the rubber gator between gear box and swingarm replacing. Got a call halfway through the day to explain that rear disk had been scored and also needed replacing which I was happy to go ahaead with. Went to pick the bike up to be told that they hadn't replaced gator or brake disk as there was a risk of swing arm bearings being seized and would require replacing in this event, and that they didn't have any in stock so hadn't gone ahead with job.

I was told that they would contact me the following Monday to arrange a date to complete the work, which would result in another trip up the M27 and another days loan bike fee. So far I've yet to receive the call to arrange that date.

My main gripe here is that having booked the work 5 weeks in advance, surely it would have been possible to get the parts to complete AND those that may be required to complete the job into the workshop. My job often takes me halfway across the country to fault find and rectify electronic maritme chart navigation systems, I'd never dream of turning up without the required items to complete the job, if I did I would bear the cost of not completing.

 

[ncpierce]

Ncpierce, just noticed I did not answer your question re the cost of the loan bike with warranty work. Firstly BMW DO pay us for Warranty work we do for customers but they do NOT pay for a loan bike. And as we are a private company and we have to buy and run all the service loan bikes ourselves, we need to charge a daily cost to cover this and specifically the cost of insurance etc. I hope this explains it, but again, happy to chat with you about all of this over a coffee. Alaric

May be I'll have to take a test ride on a K1300 instead of a loan bike

Bit less "annoyed" today. It was the combination of a late dash home from Anglesey and an early morning for a wasted trip that was my main gripe!

Nigel

 

[shready]

Ncpierce, just noticed I did not answer your question re the cost of the loan bike with warranty work. Firstly BMW DO pay us for Warranty work we do for customers but they do NOT pay for a loan bike. And as we are a private company and we have to buy and run all the service loan bikes ourselves, we need to charge a daily cost to cover this and specifically the cost of insurance etc. I hope this explains it, but again, happy to chat with you about all of this over a coffee. Alaric

What's your insurance excess to the customer

 

[ajerider]

I would have been annoyed myself, so I understand. It’s not how we do things I assure you.

Lets see if we can get you out on that K1300 !!! Alaric