pint6x
Guest
I have resisted the temptation to put this thread up for some time, but I'm hoping this may spur some action from Vines, because after chasing them some five times after my original request I am sceptical that they will ever do anything to resolve my dispute.
Back in April (2004), my alternator vee belt snapped at 34,000 miles on my '51 registered 2001 model R1150GS, which I bought from them in April 2003. It was due to be changed at the 36,000 service as per the service schedule.
Fortunately this was 2 weeks before the used-bike warranty expired so I thought it would be covered.
After the bike left me stranded on the M4 (on my way to Vines to get it looked at), I got it recovered to Vines. They diagnosed the snapped vee belt and replaced this. The following day when picking the bike up I was presented with a bill for about £120, about £80-£90 of which was the vee belt replacement parts & labour.
They said it was fair wear and tear. I said No way - this is component failure before it's service life is up.
So Derek (who's no longer there) said he would look into it and see if a goodwill claim might be entertained by BMW.
After three weeks I heard nothing, so we now start the chasing process:
1) I spoke to Derek on the first contact - he said he would chase it up.
2) I rang Martin Pullen (in sales) who told me Derek had left and that he would look into it for me.
3) I rang after 3 more weeks - spoke to Martin again - he apologised and said he would chase it up
4) After a few more weeks I rang and spoke to Penny (in clothing & accessories) who said she would get someone to call me. One of Martin's (sales) colleagues rang me back and said they would look into it urgently. I heard nothing.
5) I emailed Martin Pullen again, copying in Duncan Bell, their Director of Motorcycling. Amongst other things I mentioned that I hoped they might treat me like a customer who might buy another bike from them some day, but that I was having difficulty believing this.
I received a voice message from Duncan asking what progress had been made so far.
I received an Email from Martin telling me Derek had left (now telling me this for the third time). I replied to this effect and answered the question Duncan left for me at the same time.
I have now had an email from Martin saying their Senior Service Manager will look into it - someone called John Howard.
While we aren't talking about a massive sum of money, their customer service is crappy beyond belief. What on earth do they think this does to my perception of them as a company I should give more business to ?
Phil - 6X
Back in April (2004), my alternator vee belt snapped at 34,000 miles on my '51 registered 2001 model R1150GS, which I bought from them in April 2003. It was due to be changed at the 36,000 service as per the service schedule.
Fortunately this was 2 weeks before the used-bike warranty expired so I thought it would be covered.
After the bike left me stranded on the M4 (on my way to Vines to get it looked at), I got it recovered to Vines. They diagnosed the snapped vee belt and replaced this. The following day when picking the bike up I was presented with a bill for about £120, about £80-£90 of which was the vee belt replacement parts & labour.
They said it was fair wear and tear. I said No way - this is component failure before it's service life is up.
So Derek (who's no longer there) said he would look into it and see if a goodwill claim might be entertained by BMW.
After three weeks I heard nothing, so we now start the chasing process:
1) I spoke to Derek on the first contact - he said he would chase it up.
2) I rang Martin Pullen (in sales) who told me Derek had left and that he would look into it for me.
3) I rang after 3 more weeks - spoke to Martin again - he apologised and said he would chase it up
4) After a few more weeks I rang and spoke to Penny (in clothing & accessories) who said she would get someone to call me. One of Martin's (sales) colleagues rang me back and said they would look into it urgently. I heard nothing.
5) I emailed Martin Pullen again, copying in Duncan Bell, their Director of Motorcycling. Amongst other things I mentioned that I hoped they might treat me like a customer who might buy another bike from them some day, but that I was having difficulty believing this.
I received a voice message from Duncan asking what progress had been made so far.
I received an Email from Martin telling me Derek had left (now telling me this for the third time). I replied to this effect and answered the question Duncan left for me at the same time.
I have now had an email from Martin saying their Senior Service Manager will look into it - someone called John Howard.
While we aren't talking about a massive sum of money, their customer service is crappy beyond belief. What on earth do they think this does to my perception of them as a company I should give more business to ?
Phil - 6X
As an aside, over the last year or so I have dealt with many companies and organisations in connection with a house extension, and out of maybe 15, two have actually done what they said they will, and when they said they would. All the others have behaved in exactly the same manner as Vines, i.e. 'we will look into it for you' no reponse....'yeah sorry, the computer says that it had been sorted, we will chas it....' I am sorry Sir, you need to speak with this/that department....' etc etc, ad infinitum. Makes me sooooooooooooooo angry!!
