SPC - Don't need the business?

[Captain Scarlet]

I've rang SPC several times this week and left voice mail yesterday and today with the Parts department to give me a call asap.

Frustratingly I thought maybe the Parts guy was on holiday and nobody could be bothered to check his voicemail so I rang sales instead.

A not entirely enthused or upbeat gentleman said "I'll get someone to ring you 'immediately', sir" ...that was about an hour ago.

As it happens I just want to order a small Wunderlich accesory, but whether I'm spending £10 or £10,000 I expect prompt and eager service.

I have previously heard great things about SPC and their affinity with the GS - but I've been in there a number of times and not felt particularly welcome.

I was considering changing my regular dealer from SLM to SPC as they are much closer to me; but on reflection I am so grateful that I gave SLM the deposit for my R1200GS and not SPC.

When are companies and dealers going to learn that they don't have to advertise and market for new business - if they simply take 'proper' care of the people that approach them and of the existing customers that they already have?

If they did, then new customers would follow in their droves - simply by word of mouth. Seems like Lexus are the only one's that genuinely understand this very simple philosophy.

p.s. literally just about to press the submit button when Andy of SPC rings and deals with my order in a fairly efficient way

An eventual result, but again why should I have to ring several times for something that any employee could have sorted out within 30 seconds of my contact?

That's what I expected of Carnells / Motorcycle City etc - not allegedly rated 'customer service' led BMW dealerships

 

[turbine_2]

It's not just SPC though. I'm at my 18k service limit and have been actively trying to get a booking to service it for over 2 weeks now.

Currently I have a complaint lodged with BMW UK who are trying to see if they can get me booked in with someone.

If it weren't for the fact that I hate going into London proper I'd try Steptoe but it just should not be this difficult.

 

[Captain Scarlet]

Depends where in Hampshire you are, but if at Alton or further north, then Try Les Walker @ SLM on 01883 349 433.

That'll probably be an A3 then M25 trip for you, but at least they are only two minutes from the M25 (Caterham CR3 5NE) and so you don't have to crawl through traffic lights, reams of cars and dodging cameras etc.

Obviously any dealer is going to be busy from now on doing PDI's etc for 01/09, plus then there's all the 1st services to cater for (already booked mine :-D), but they should be able to accomodate you quickly, especially on a week day.

Anyway good luck!

 

[turbine_2]

SLM is where I got the bike from but unfortunately they're about 20 miles out of my way to get to and then a pain to get from there to work to / back from.

Mind you, at least when I had it serviced there I had my calls picked up and a reasonable timeframe for the service to be done in.

 

[Captain Scarlet]

SLM are 50 miles away from me but I figure it's worth a day off once in a while to get my bike serviced there. I usually make a day of it by getting a loan bike and going for a nice blat somewhere via b-roads where possible.

If you can't get a day off maybe they will collect it in a van and service it for you? I believe they offer this service but in summer expect a nominal charge for doing so?

Best to ring Paul Hill, tell him the problem you've been having and say I recommended you ask him what they can do to assist you.
Depending on how well they treat you will determine whether they reclaim your business or not.

I don't suppose they are perfect and have probably upset customers fromt his forum the same as any dealership at some point, but personally I can't fault them or their group (Dockgate 20, Thames Valley Harley etc) as a whole.

Anyway worth a phone call?

 

[turbine_2]

It may well be that taking a day off is what I'll have to do and if that's the case then SLM will definitely get my business. Trouble is I need about 5 services a year and that's 20% of my holiday entitlement.

 

[M3nutter]

SPC

Captain Scarlet said;

"have previously heard great things about SPC and their affinity with the GS - but I've been in there a number of times and not felt particularly welcome."

I have to say i have been in that shop probably 10 time in all and probably 8 of them i've come out without being served!

I bought a new GS in 2000, tried to buy from SPC, took my deposit..didnt get me a bike, then got the ump big time when i got the deposit back and went to coombes of guildford who supplied one immediately.

Also, just thinking about a new bike.....SPC salesman said my none ABS 1150 GS was not desirable...even though its mint! offered me 4,800 against an adventure.
Crescent Suzuki, (yes I know, but i had to check!) offerd me 5,300 against a new busa. I have to say i'm tempted, shame really just cos of SPC!

 

[Captain Scarlet]

Hey are you that nutter I see on the M3 on my way to work each day?

I know what you mean about part exchange values. After buying bikes from Sawbridgeworth and Wollastons I only went with SLM because (a) they are part of the Magic Motorcycles Group (Dockgate 20, Thames Valley H-D, Oxford H-D, Silverstone H-D) and I'd previously bought a Deuce from Thames Valley and was delighted with their customer service e.g. an indicaor bulb blew and the collected and returned it to my house in a van so it didn't get wet and I wasn't inconvenienced! And (b) they offered the best part-ex for my vehicle.

By contrast SPC's comment was 'don't really want your bike, sell it privately - but order your new bike from us now, else you probably won't get one this year'. This was their line. Twice. Once when trying to buy a K12GT whilst outing the Deuce and then whilst trying to buy the R12GS whilst outing a Multistrada.

I think a black Busa should hold it's value relatively (for a Jap bike) well, you'll get a great deal on it and be happy for it for a good while, and Crescent are 'the' place to buy Suzuki, obviously.

Trouble is there's going to be a new Busa next year if rumours are true which will affect residuals as will increasing trafic/cameras, proposed goverment initiatives to reduce the numbers of sports bikes and the general decline of sporty-bike riders - down 30% over three years, whereas adventure bikes (read enduro-tourers) are up over 100% - in no small part due to the R1200GS.

The latest GS costs a lot to buy, but when you consider strong residuals (currently used still goign for much more than list rrp), fair priced servicing and much lower running costs (than a Busa) they do make good sense.

Personally I only do a paltry 6,000 or so a year, so I couldn't give a monkeys where my dealer is as (a) I don't expect any serious problems with a BMW - mine have all been faultless and (b) I only go there once a year so what's a e.g. 50 mile trip to the dealers on a bike built to do serious miles? I just treat it as a jolly, book a day off work, get a loan bike and go spank some nice b-roads until they've finished the service.

I don't know the BMW dealers down your way, but possibly CW in Dorset is close enough to reach? www.cwmotorcycles.co.uk

Anyway hope you get a good deal and good service irrelevant of marque and model you choose

 

[turbine_2]

Hey are you that nutter I see on the M3 on my way to work each day?

If it ain't him it may be me

 

[Jon]

I don't know the BMW dealers down your way, but possibly CW in Dorset is close enough to reach? www.cwmotorcycles.co.uk

I went there after having trouble getting my Adv in anywhere and recomendations from others.

It's roughly 120 miles each for me, so takes a day to sort.

That being said, I'll hapily go back there after the service I received last time - also a good ride there and back off motorways

They'll do a loan bike, so you can go off an explore round there while they do your bike too.

Originally posted by Turbine_2
Trouble is I need about 5 services a year and that's 20% of my holiday entitlement.

Why not get it done on a Saturday? Okay, they can get booked up quick, just need to think ahead more (God know's I don't ).

 

[turbine_2]

My original plan was to get Park Lane to do it because they were putting posts up here about trying to change their image and they have the advantage of being relatively local to where I work.

I guess their phones must have been disconnected though becuase after leaving two messages on the main number and trying a couple of alternatives supplied I've still not had anyone call me back for the service. In fact, so far, not even BMW customer services have managed Park Lane to call me.

I could take this as a personal slight but....

Of course, that means that I'm now going to have to pick somewhere else to do it and my local is SPC, but getting a weekend booking with them is, well, pushing my luck with the BMW service limit and warantee.

I've got the number of a mobile firm now who are supposed to be good and I'll be giving them a call tomorrow to see when they can do it now. Depending on their service I'll either try to book them for the next service or try SPC again in a few weeks time to book the 24k service.

 

[Baz]

If it ain't him it may be me

Have you forgotten all we went through a few weeks ago?

See you Sun

Baz

 

[Captain Scarlet]

Looks like SPC are getting a spanking from a few people. It made me feel a bit guilty for dissing them too. A bit.

Then again, if they aren't getting it right for a number of people then they're losing out on business. Their perogative, but an oxymoron all the same.

 

[blackburnlee]

In my recent experience SPC do seem to be a bit hit and miss. It all seems to depend on who you talk to at the time. As for part-ex prices they do seem to be a bit on the stingy side. Got offered 5350 for my 1100s against the 1200GS (I'd paid SPC £7k for the s just over a year ago!)

If CW are as good as everyone reckons with my next service (The wife's 650 is going in on Sat) then I'll probably try them in future.

Any thoughts?

 

[Glebe]

SPC

Been using SPC for three and a half years now. I find the Service team is superb, the Parts teams excellent and the Sales team unhelpful (although to be fair, I buy my bikes in Cyprus and import them myself, and they probably are not too impressed with me).

If you try and call Parts on their dedicated lines you will get shoved into a voicemail box, but if you call the main switchboard, unless you have someone like me in the shop monopolising all their time, you should get put through.

The lead-in time for servicing is too long and needs addressing.

I moved to Bedfordshire 2 years ago, I still use SPC even though there are 6 BMW dealers nearer.

'nuff said.