“Hey kids”
Two weeks of ownership and I'm really not sure I made the right decision
- Thread starter owl
- Start date
Ian, when my 1250GSA broke down (failed to restart when hot) I called Bahnstormer who gave me the BMW Breakdown Assist number to call. (0800 777111).
All I did was put my details into an automated service and a recovery guy turned up 30 minutes later and gave me a jump start, their system knows if you have cover or not.
So what did you recive? a hand written note on the back of an envelope ??
Trust me when you buy a bike, your swamped with paperwork
So for the 2016 i got
A big document wallet
In it went
2 waivers for upsold services i didnt want
1 payment reciept for the deposit
1 Used vehicle invoice
1 payment recipiet for the final balance
1 Handover document / QAP
1 Warranty booklet
Supplemntary handbooks
Spare key(s)
BMW brochure
As part of the QAP Quality Assurance Procedure
You would be run through
IP & computer functions
Switch operation
All rider systems explained
Centre & sidestand operation
Operation of locks - Steering, fuel cap, panniers
Demontration of all additional equipment fitted
Correct fuel to use
Location & access tool kit (under seat)
Oil level
Oil level & checks
You & the dealer have to sign this document !
Following that you will have or will be recieving a letter in the post confirming that your bought a premium selection motorcycle
Which explains the outline of the warranty your warranty card and the required contact details & what to do in the event of a warranty claim being required
I also have the same letter ( different wording ) for the 2013 bike i bought
And that came in a big document wallet also
Given that the mothership is very thorough in how its dealerships operate, espaecially for new sales,
i find it odd when you say that you got no paperwork
Might pay you to re read it -
Highly unlikley you bought an approved used without a 2 year warranty
And if you think i find it funny , just do a search for my bike and it's life , now that is funny
i'd have fixed your niggle in a couple of hour s if it was my bike
I I also fitted a tankbag, but went for Givi, that way its a universal fit on any bike
owl
Registered user
Santa - you trust me - I was there, you were not.
I did not receive a huge wad of paperwork. I did not receive a document wallet. I did not receive a handover document/QAP. I did not receive a warranty booklet. I don't know what a supplementary handbook is, so I assume that is different from the riders manual which I did receive. I did not receive a BMW brochure.
I did receive 2 waivers for upsold services I didn't want, a payment receipt, a used vehicle invoice, a spare plastic key.
The salesman did run through
IP & computer functions
Operation of locks - fuel cap, panniers and seat
He did not run through (although it didn't worry me and this is not a complaint)
Location & access tool kit (under seat)
Oil level
Oil level & checks
Centre & sidestand operation
Steering,
Correct fuel to use
Switch operation
I read the rider's manual myself to find out what I needed to know
"You & the dealer have to sign this document !" Maybe that should be so, but the fact is, we (at least I) didn't.
Demonstration of all additional equipment fitted - it is a standard bike with no additional equipment apart from the tank bag, which was placed in the top box and I read the instructions myself on the correct fitting method.
I did not receive a huge wad of paperwork. I did not receive a document wallet. I did not receive a handover document/QAP. I did not receive a warranty booklet. I don't know what a supplementary handbook is, so I assume that is different from the riders manual which I did receive. I did not receive a BMW brochure.
I did receive 2 waivers for upsold services I didn't want, a payment receipt, a used vehicle invoice, a spare plastic key.
The salesman did run through
IP & computer functions
Operation of locks - fuel cap, panniers and seat
He did not run through (although it didn't worry me and this is not a complaint)
Location & access tool kit (under seat)
Oil level
Oil level & checks
Centre & sidestand operation
Steering,
Correct fuel to use
Switch operation
I read the rider's manual myself to find out what I needed to know
"You & the dealer have to sign this document !" Maybe that should be so, but the fact is, we (at least I) didn't.
Demonstration of all additional equipment fitted - it is a standard bike with no additional equipment apart from the tank bag, which was placed in the top box and I read the instructions myself on the correct fitting method.
Then pop into the dealership and speak to them ,
If you have the original advert showing used / approved, take it with you and politley speak to the sales team
Point out you didnt get certain documents & or your warranty data etc
Stay calm and polite
Going in ,demanding stuff wont do you any favours, there human just like you
it may have been a simple oversight ,
If not, and you feel that it's not good, ask to speak to the delaer principle, and put your concerns to him / her
Even when i had all my issues, i remained calm and polite at all times
still didnt resolve all the issues lol, but lifes to short to get all tetchy over a simple problem, that is / may be resolved quite quickly
owl
Registered user
Good advice - thank you. I do have the original advert and will take it with me on Monday.
In my experience you get more out of people when you are nice to them. We all make mistakes after all.
owl
Registered user
Visited the dealers yesterday. They examined the bike and declared the seat lock barrel defective and have ordered a new one. They told me that the old one will have to be drilled out. What they wouldn't commit to, is whether this would be covered by warranty or good will. "We will have to see what we can do" was the best I got.
They gave me a booklet regarding warranty, which I will have to examine thoroughly, but haven't had time yet.
They gave me a booklet regarding warranty, which I will have to examine thoroughly, but haven't had time yet.
I might have to re-assess my opinion of Arden BMW Tunbridge Wells - but will hold fire as there are some ongoing issues to be resolved first.
owl
Registered user
On my visit on 1st July I was told that they would email or phone me the next day with an update. They didn't. Yesterday I emailed them, asking for an update. I'm still waiting. Their customer service is the worst I've ever experienced in 55 years of motorcycling.
Deleted account 250722001
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An old quote:
When there is doubt...
There is no doubt.
When there is doubt...
There is no doubt.
Easy_Rider
Registered user
No matter what is in the warranty booklet.
If the bike came with the fault, the dealer has to fix it at there cost.
If they cant sort the problem out after 3 trys (i think it is) you can ask for your money back or a replacment.
If my memory is right, any fault within 6 months should be covered, no matter what warranty you are given at point of sale.
The sales of good act is your friend and it covers new and used vehicles
If the bike came with the fault, the dealer has to fix it at there cost.
If they cant sort the problem out after 3 trys (i think it is) you can ask for your money back or a replacment.
If my memory is right, any fault within 6 months should be covered, no matter what warranty you are given at point of sale.
The sales of good act is your friend and it covers new and used vehicles
owl
Registered user
Thanks for that - all ammunition which I think I will need. When they examined the bike on 1st July they said they would update me with a time scale on the following day. Needless to say they haven't, and they have not replied to an email I sent 4 days ago either.
Then next step is to put it in writing, summarising what has happened to date, citing your consumer rights and what you reasonably expect to happen next. If they fail to rectify the situation, next stop would be trading standards or small claims summons with a summary of what it will cost to put things right. You are protected by consumer rights legislating and if they need reminding of this, remind them.
owl
Registered user
Thank you for the advice. Funnily enough, I sat down this morning and went through every email, every phone call and wrote it all down. It makes quite a sombre litany of failed communication. I intend to print it out and take it with me if they ever manage to get the lock for me. Not as a stick to beat them with, as previous advice is quite correctly to start off being nice, but it will be there if I need it. Things would be easier if it were not a three hour round trip for me. It's not somewhere I pass by.
I am now becoming seriously concerned about Arden BMW Tunbridge Wells, I am just glad that I have my bike in my garage and not theirs!
Doesn’t seem to be much left after all the exclusionsAnyone see camshaft sensor in the list of exclusions ??
Turns out thats excluded too
There is an independent a couple of miles from Arden. BGM. The man knows his stuff .
owl
Registered user
Thanks Widget - someone mentioned him before. I've got him bookmarked for my servicing.
owl
Registered user
You couldn't make this stuff up.
Phoned Ardens again today (3 times because the operator couldn't find anyone to answer my calls and nobody phoned me back as was promised)) and eventually gave up trying to get sense out of anyone and asked for the name & contact details of the CEO.
I was then put through to the Customer Service Manager who listened to me and then promised to phone me back within the hour. I did indeed get a return call this time, from the Parts Manager, who again listened to me, then told me that they always have seat lock barrels in stock and it only takes half an hour to change them, and I could book the bike in straight away and they would sort it. I'm away on another trip tomorrow morning, so booked it in for 2nd August.
It's taken from 23rd June to 19th July for them to tell me something that could have been sorted out when I visited the garage on 1st July. It's taken 4 emails, 7 phone calls and 1 personal visit to get this far.
Phoned Ardens again today (3 times because the operator couldn't find anyone to answer my calls and nobody phoned me back as was promised)) and eventually gave up trying to get sense out of anyone and asked for the name & contact details of the CEO.
I was then put through to the Customer Service Manager who listened to me and then promised to phone me back within the hour. I did indeed get a return call this time, from the Parts Manager, who again listened to me, then told me that they always have seat lock barrels in stock and it only takes half an hour to change them, and I could book the bike in straight away and they would sort it. I'm away on another trip tomorrow morning, so booked it in for 2nd August.
It's taken from 23rd June to 19th July for them to tell me something that could have been sorted out when I visited the garage on 1st July. It's taken 4 emails, 7 phone calls and 1 personal visit to get this far.
