Two weeks of ownership and I'm really not sure I made the right decision

[owl]

Packing the bike up on Sunday, ready to leave at 0500 on a three day 1500 mile trip, I removed the seats in order to fit the BMW tank bag, refitted the seats and was unable to take the key out of the seat lock as it had jammed completely. Half an hour of pushing, pulling and twisting made no difference. The key was not completely upright in the lock, and would not budge into the upright position. I read every post I could find on this forum, and resumed my efforts, this time with graphite spray, and pushing down hard on first the rear seat, then the front. Zilch.
No way could I leave the key where it was, as anyone would be able to use the keyless start and ride it away, so I grabbed a pair of pliers, held the body of the key in them and slowly applied more and more pressure. Just as I thought it was going to snap, the key shifted slightly and I was able to use the pliers and pull it out.

I used the Live Chat feature on the dealer's website and outlined the problem to the nice lady who answered, and asked her to arrange a workshop appointment for me, as I would be on the road for the next few days from 0500 to 1800 each day, and requested email confirmation that this would be a warranty issue.

Monday came & went - no confirmation. Had to stop & phone the dealers, who knew nothing about the live chat, and promised to call me back and email me. They didn't. Stopped to phone again on Tuesday - same promise, same outcome. All day riding on Wednesday, so phoned the dealer again this morning. The workshop chap I needed to speak to was too busy at 0900 to talk to me, same at 1000 and at 1115 I phoned again and went somewhat crazy at the poor receptionist. That got me a phone call back, and was advised to call BMW Assist, as they would send someone to look at it, and if it can't be repaired on site, they would arrange transport for it to go back to the dealer (I live a 3 hour round trip away).

That was this morning. It's 4:30 now and I'm still waiting for the promised text with an arrival time.

Whilst the bike behaved impeccably during my trip (my only complaint is the seat, which is torturous and will have to be replaced toot sweet)) gave me 60 mpg over all, this has left me wondering whether I have made a mistake and should have bought the Kawasaki Ninja 1000 SX instead.

 

[Paul G (BHT)]

Which dealer is this?

 

[owl]

Tunbridge Wells, Kent

 

[The Other PaulG]

Sorry to hear your tale, that's absolutely rubbish service. Premium product??

 

[Santa-2512]

So you removed the seats to fit a tank bag? refitted the seats and the lock jammed ?

Ever thought that part of the problem could be the fitting of the tank bag, or not refitting the seats correctly?

Once you got the key out, did you try to see if you could release the seat ?

Bit of a reactionary post to a minor problem,

Had it been the fuel filler cap it would be a faf, inconveniant , but still workable

How often do you lift the seat ?

I can answer that - unless your using the meagre tool kit under the seat, the answer is never

so it's a minor issue at best , I rode to scotland and back with a failed whiz wheel on a TFT bike, now that is inconveniant

 

[bosnjo]

Had the same problem when I fitted Wunderlich seat. Took me quite a long time to take the key out. I did it by keeping pressure on the key (to turn) while punching the seat on the latching area like it was boxing sand bag. The key was out. I was desperate to find out what happened. Eventually, the seat adjustment was front-high and rear-low. I had it that way with OEM seat without any problems. Adjusted both front and rear to low and the problem was solved.

 

[Mr Derek]

I had the same problem with my 1200. I was in Scotland and had removed the seat to sort the tank bag, although I can't remember exactly what needed sorting. Put the seat back on and couldn't remove the key. It took nearly an hour of jiggling it, removing the seat again (the key turned but wouldn't come out of the lock) before something happened and it just popped out. Immensely frustrating! It worked fine after that. Something had got stuck and the jiggling freed it. I'm sure this has come up before on this forum.

 

[Buttertub]

I'd wait until you've gotten to the bottom of things before making any rash decisions.

I've had a similar problem on my seat but that was down to me jamming it, after much to and fro and pushing down i managed to free it. lesson learned and now i take my time. Never had a problem since. Find out the cause and take it from there.

That dealer service needs following up, if you don't get the appropriate attitude from the dealer go up the chain to BMW themselves. i had an issue on a dealer messing me around on my car and it was sorted pronto when BMW got involved.

Personally i'd recommend getting a spare key from the dealer or elsewhere, they seem stronger and i never liked using the flip key on my pannier locks which always feel on the stiff side.

 

[snerkler]

Packing the bike up on Sunday, ready to leave at 0500 on a three day 1500 mile trip, I removed the seats in order to fit the BMW tank bag, refitted the seats and was unable to take the key out of the seat lock as it had jammed completely. Half an hour of pushing, pulling and twisting made no difference. The key was not completely upright in the lock, and would not budge into the upright position. I read every post I could find on this forum, and resumed my efforts, this time with graphite spray, and pushing down hard on first the rear seat, then the front. Zilch.
No way could I leave the key where it was, as anyone would be able to use the keyless start and ride it away, so I grabbed a pair of pliers, held the body of the key in them and slowly applied more and more pressure. Just as I thought it was going to snap, the key shifted slightly and I was able to use the pliers and pull it out.

I used the Live Chat feature on the dealer's website and outlined the problem to the nice lady who answered, and asked her to arrange a workshop appointment for me, as I would be on the road for the next few days from 0500 to 1800 each day, and requested email confirmation that this would be a warranty issue.

Monday came & went - no confirmation. Had to stop & phone the dealers, who knew nothing about the live chat, and promised to call me back and email me. They didn't. Stopped to phone again on Tuesday - same promise, same outcome. All day riding on Wednesday, so phoned the dealer again this morning. The workshop chap I needed to speak to was too busy at 0900 to talk to me, same at 1000 and at 1115 I phoned again and went somewhat crazy at the poor receptionist. That got me a phone call back, and was advised to call BMW Assist, as they would send someone to look at it, and if it can't be repaired on site, they would arrange transport for it to go back to the dealer (I live a 3 hour round trip away).

That was this morning. It's 4:30 now and I'm still waiting for the promised text with an arrival time.

Whilst the bike behaved impeccably during my trip (my only complaint is the seat, which is torturous and will have to be replaced toot sweet)) gave me 60 mpg over all, this has left me wondering whether I have made a mistake and should have bought the Kawasaki Ninja 1000 SX instead.

The customer service you've had has been shocking, and I would put in a complaint, however I wouldn't let poor customer service put you off having and loving what is a cracking bike. The seat lock issue's annoying, but in the grand scheme of things it's minor and as already point out there could be a reason for it. such as tank bag causing the seat not to seat in the locking mechanism correctly.

 

[g00ner]

What was Coopers in T/Wells, now Arden BMW has not filled me with confidence since the change.

When my service is due I’ll ride past Arden to go somewhere further away

 

[Pukmeister]

Personally i'd recommend getting a spare key from the dealer or elsewhere, they seem stronger and i never liked using the flip key on my pannier locks which always feel on the stiff side.

I would echo this, I got my dealer to cut me a dumb grey spare solid key for my panniers, it was expensive at about £25 for a genuine BMW pattern key, perhaps Timpsons etc could cut you one cheaper ?

The OE flip key is too delicate IMO for continuous use in dirty pannier locks and tight seat locks.

 

[snerkler]

What was Coopers in T/Wells, now Arden BMW has not filled me with confidence since the change.

When my service is due I’ll ride past Arden to go somewhere further away

I much preferred dealerships when they were independant before being bought out by the big corporates. Still to this day Rainbow was the best dealership I've ever known, bike or car.

 

[owl]

A minor problem it might be, but to have this happen on a bike I paid £11k for not two weeks previously, then being ignored when I needed a bit of help & advice is deplorable.
This afternoon I was advised by the dealer to phone BMW Assist. Did that and waited 5 hours before receiving a text telling me I'm not covered because my bike is at home.
I now have to make a 3 hour round trip to Tunbridge Wells so that they can look at it, then, presumably, another 3 hour round trip at a later date so they can fix it.
To add insult to injury, one of the people that spoke to me this afternoon, a receptionist by the sound of it, told me I might have to pay an inspection fee of £135 plus vat. Well they can look at it, and whistle for the fee as far as I'm concerned.

Thanks for the advice re getting a spare key cut - I will do that. As for thumping the seat(s) whilst turning the key - I tried that and there was no difference. I have no choice, financially, about keeping the bike. It's mine for at least 2 years, I just hope this sort of problem does not repeat itself. I was assured that as the bike was BMW Appoved that the 2 year guarantee covered everything. We shall see. At the moment I'm not believing anything.

 

[JamGod23]

Tunbridge Wells, Kent

I've had nothing but aggro from Arden, with the car mainly but when the decision came to plump for my GSA, I took a test ride (which wasn't without issues, allbeit minor) from Arden at Tonbridge Wells but swore I'd never pay them another penny.

Picked mine up from Sytner Warwickshire and recently had it serviced at Vines, b9th of which are miles away but have gone there because of the positive reviews and not been let down, they were both great.

As far as the seat goes, as others have said is it where there is further tension put on the lock from the tank bag?

If that's the only thing that's put you off, try not to let something like that ruin your experience with an otherwise brilliant bike.

 

[owl]

I had played around fitting the tank bag before Sunday, with no issues, and the seats appeared to click into place properly this time as well. I think you may understand my frustration and anger a little more when you consider that on top of this experience, when I did the deal originally, I asked that they fit a USB socket for me, and supply a Hella to SAE lead. When I turned up 10 days later to pick the bike up, they had forgotten to do either of those things and had forgotten to MOT it as well, and the bike had not been valeted. When I got home and read all of the books etc., I discovered that the next service is due in November, 6 months time. Call me naive but in the past I have bought Triumphs, Harleys, Kawasakis, KTMs, Moto Guzzis and an Aprilia . On every single one of them, a proper service had been carried out. Maybe this is a BMW thing and I definitely should have asked, but perhaps you can understand why I do not feel like a valued customer.

 

[EPG_19]

Sounds an easy fix

Take it to the dealer they will look at it, if it’s faulty the warranty will sort it out.

If it’s because you have fucked about with it and didn’t put it back correctly etc, you will have to pay, which is only fair

 

[snerkler]

A minor problem it might be, but to have this happen on a bike I paid £11k for not two weeks previously, then being ignored when I needed a bit of help & advice is deplorable.
This afternoon I was advised by the dealer to phone BMW Assist. Did that and waited 5 hours before receiving a text telling me I'm not covered because my bike is at home.
I now have to make a 3 hour round trip to Tunbridge Wells so that they can look at it, then, presumably, another 3 hour round trip at a later date so they can fix it.
To add insult to injury, one of the people that spoke to me this afternoon, a receptionist by the sound of it, told me I might have to pay an inspection fee of £135 plus vat. Well they can look at it, and whistle for the fee as far as I'm concerned.

Thanks for the advice re getting a spare key cut - I will do that. As for thumping the seat(s) whilst turning the key - I tried that and there was no difference. I have no choice, financially, about keeping the bike. It's mine for at least 2 years, I just hope this sort of problem does not repeat itself. I was assured that as the bike was BMW Appoved that the 2 year guarantee covered everything. We shall see. At the moment I'm not believing anything.

I had played around fitting the tank bag before Sunday, with no issues, and the seats appeared to click into place properly this time as well. I think you may understand my frustration and anger a little more when you consider that on top of this experience, when I did the deal originally, I asked that they fit a USB socket for me, and supply a Hella to SAE lead. When I turned up 10 days later to pick the bike up, they had forgotten to do either of those things and had forgotten to MOT it as well, and the bike had not been valeted. When I got home and read all of the books etc., I discovered that the next service is due in November, 6 months time. Call me naive but in the past I have bought Triumphs, Harleys, Kawasakis, KTMs, Moto Guzzis and an Aprilia . On every single one of them, a proper service had been carried out. Maybe this is a BMW thing and I definitely should have asked, but perhaps you can understand why I do not feel like a valued customer.

The big issue is clearly with the service you have received rather than the bike.

I can certainly understand your frustration with this, I’d be finding another dealership for sure. I would also be emailing the dealership about the saga and copying in the manager of the dealership.

In the meantime go out and enjoy your bike

 

[owl]

Yes, that's about the size of it.

As I said, the bike was flawless over 1500 miles and returned an impressive 60 mpg. The weather was 26 to 31 degrees and not much engine heat found its way to me, which was a nice surprise. It was a good ride to do as it was an excellent 'get to know you' ride. I bought it solely because I wanted a comfortable touring bike and it certainly proved to be that as far as the ergonomics go. The seat is a different matter, and after 3 or 4 hours it got uncomfortable but lots of bikes suffer from that.

 

[ac1250]

A minor problem it might be, but to have this happen on a bike I paid £11k for not two weeks previously, then being ignored when I needed a bit of help & advice is deplorable.
This afternoon I was advised by the dealer to phone BMW Assist. Did that and waited 5 hours before receiving a text telling me I'm not covered because my bike is at home.
I now have to make a 3 hour round trip to Tunbridge Wells so that they can look at it, then, presumably, another 3 hour round trip at a later date so they can fix it.
To add insult to injury, one of the people that spoke to me this afternoon, a receptionist by the sound of it, told me I might have to pay an inspection fee of £135 plus vat. Well they can look at it, and whistle for the fee as far as I'm concerned.

Thanks for the advice re getting a spare key cut - I will do that. As for thumping the seat(s) whilst turning the key - I tried that and there was no difference. I have no choice, financially, about keeping the bike. It's mine for at least 2 years, I just hope this sort of problem does not repeat itself. I was assured that as the bike was BMW Appoved that the 2 year guarantee covered everything. We shall see. At the moment I'm not believing anything.

The approved warranty doesn't cover everything, there is a long list of exclusions, check the paperwork the dealer should have supplied explaining it.

 

[owl]

I didn't get any paperwork relating to the warranty.