WOW now this is what i call Customer service from South London Motorrad

[Lord Vader]

Wow the most amazing thing just happened
For all those which do not know what problems i had with my bike and Cannon BMW in Braintree please have a look here
http://www.ukgser.com/forums/showthread.php?t=153449

As i said in the other thread i brought my bike to South London Motorrad yesterday for a service.Now i did make them aware of the fact that i did have problems with the Brake failure warning light and my speedo.Also that i had been to a different BMW dealer which could not solve the problem after having my bike 3 times.I did not mention the dealer(i did not know than that they share the database)
When i was there the day before to make the appointment(which was lucky,with the ownership changing hands,BT managed to leave them without a phone and internet for 4 days) i was talking to Chris (sales manager i believe) saying that i really liked the look of the K1200R ,so he offered to get me one as a Loanbike for the day my GSA was in for the service
When i arrived to drop my bike of, the Guy(sorry guys i am sooooo bad with names)in the service department ask if i would mind for his technicians to have a look at my Brake failure light problem and maybe give me a second opinion
I than went o get my hands onto the K1200R but unfortunatly the thing did not want to start so i had to make do with a K1200S
Strictly sticking to the speed limit all day,i swear officer
Right came back at 3ish to pick my bike up and had to wait around a bit so i had lots of free coffee and a nice chat with chris and the problems i was having with Cannons.
When the time came to get my bike and hand over the plastic money i had also a nice little talk about that sort of problem i was having with the guys in the service department.Immediately they said that my Final drive was on its way out.He than told me that he would have a word with his Manager and have a look what they could do about it.Oh he also recognized me from my post on here as he is a lurker and was following the thread.He told me that right after my first post he knew it was the final drive,strange that,Cannon could not figure it out with having my bike 3 times

Anyway
South London Motorrad
You guys rock
I just had a phone call from them saying that not only would they replace my Final drive on good will,i also would get a loan bike for the day andand would do my rear shock as well on good will(i had mentioned to be careful when they do the testride and that a friend would get me a new shock)
Now this is all way!!!! more than i expected.All i wanted to be the problem with my brake failure light to be sorted and maybe been offered a cup of coffee.
Needless to say that with Service like this South London not only will have a new Customer in me but also when the time comes and my wife does get her full license i will no doubt buy her bike from South London.
I only can recommend South London to anybody and will make sure that word gets around
Thanks Guys you have restore my faith into the BMW brand again

 

[ChasMill]

Well done LV - good to know that Customer Service is alive and well. Bit of a trek from my neck of the woods though

 

[Deleted account 250319001]

Glad you have a restored confidence in BMW.

I, like you, lost all confidence in BMW through Cannons. I could list fault after fault with their work and attitude. ( Just 2: I always felt unwelcome in the show room. After my last service, I collected my bike. I noticed oil running down my gearbox, I fingered it and it was gear oil, I touched the filler bolt and it was not done up. I got Bill Cannon out and showed him, he said "oh". And that was it, not even an apology) I have been telling Tony (sales manager) for the past two years how unhappy I was with Cannons. I emailed and phoned on several occasions, but got now-where. I have been forced to use them recently. I now use a local ex BMW technician, (OLLY) who gives me the confidence I need. Of course i would use our very own Steppers, but Olly is walking distance from me and we all know about the carbon effect. I did wonder if it was me, my brother or the other four friends that I had put into this dealer; I can now sit back and sigh with relief.
I will use them now and then I’m sure. I hope to see a change in their customer relations. A Fecking acknowledgement when you walk in would be great. Maybe a Fecking offer of a coffee. FFS its basic Fecking customer Fecking care.
Cannons.... I have been trying to tell you

 

[turbine_2]

SLM were the ones that sold me my bike and dealt with my first few services. Overall, I'd put them down as one of the good guys.

 

[Navy Boy]

Glad you have a restored confidence in BMW.

I, like you, lost all confidence in BMW through Cannons. I could list fault after fault with their work and attitude. ( Just 2: I always felt unwelcome in the show room. After my last service, I collected my bike. I noticed oil running down my gearbox, I fingered it and it was gear oil, I touched the filler bolt and it was not done up. I got Bill Cannon out and showed him, he said "oh". And that was it, not even an apology) I have been telling Tony (sales manager) for the past two years how unhappy I was with Cannons. I emailed and phoned on several occasions, but got now-where. I have been forced to use them recently. I now use a local ex BMW technician, (OLLY) who gives me the confidence I need. Of course i would use our very own Steppers, but Olly is walking distance from me and we all know about the carbon effect. I did wonder if it was me, my brother or the other four friends that I had put into this dealer; I can now sit back and sigh with relief.
I will use them now and then I’m sure. I hope to see a change in their customer relations. A Fecking acknowledgement when you walk in would be great. Maybe a Fecking offer of a coffee. FFS its basic Fecking customer Fecking care.
Cannons.... I have been trying to tell you

I hope Willow is reading this....

It's not difficult Cannons.....

Good to see LV's faith restored! Long may it continue.

 

[stolzy]

I hope Willow is reading this....

Gone a bit quiet and who can blame her - when you've been caught out lying to a large proportion of your potential customer base, probably the best thing to do is stick your head in the sand.
We do note, on the other hand, that other suppliers who have been criticised here have come out honestly, put their point of view here and gathered kudos and respect as a result.
If the underhand and deceitful way Cannon's have conducted themselves here is characteristic of their business then LV has done us all a big favour.

 

[(RIP) Kaister]

i'll give them ........9 months

 

[Navy Boy]

Don't forget.... Mr Cannon has a BsCHons Blah Blah...

That sort of ability to bluff it out means, ooh, at least another 12 months!

Calling Willow...

 

[Decster]

i'll give willow one ........9 months

fix'd

 

[ajerider]

Thank you LV from SLM

Dear LV,

Thank you for your kind words. Its great to hear from customers when we do a good job. I have printed off your post and pinned it to the wall here at SLM so everyone can see the results of going the extra mile, and focussing on the customer. As some of the other posts state, customer service costs absolutely nothing in real terms, but a lack of it costs a fortune “your business”.

I am one of the new owners of SLM. My business partner and I bought the business on the 5th July. As you mentioned, BT did a great job (NOT!!) of transferring the telephone lines, resulting is us losing all our phone numbers for 5 days, and also access to all our systems. Thanks BT!

Anyway, we have lots of plans for South London Motorrad, and over the coming weeks and months I hope we will not only deliver this sort of service to all our customers, but also make it a better place to come. Perhaps we could also contribute more to this forum, via our technicians perhaps.

Anyway, ideas most welcome. If anyone wants to talk to me, i am Alaric, and you can contact me here or at SLM on 01883 349 433 (Phones now working !!) I am also here and welcome contact from anyone if they feel we could do better!

Thanks again LV for your post and support.

 

[Decster]

Perhaps we could also contribute more to this forum......

ahem you could start by subscribing
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ps well done on looking after LV

 

[Uinneag]

Now thats the way to reply

Hope other dealers take a leaf out your book rather than create a false username and only post to have a dig if someone has a problem with there dealership.

 

[ajerider]

Thanks HRH. Well i do not want to comment on other dealers as I am sure you will apprecaite, but I for one feel that being open and honest is the foundation, especially in business. I am sure we will have reason to address something that does not go to plan in the future, because we are human. However it's what you do about it that matters, and makes the difference. I think also we need to be as open and honest when we are dealing with an unhappy customer as we are with a happy one.

 

[Budweiser]

Nice one LV and a to SLM. I am going to the other place for my recall and first service - we shall see ...................

 

[ajerider]

Decster. good point, now subscribed ! thanks

 

[cherokee]

Well done

Nice one SLM top marks,glad LV got his bike sorted and as someone who has used cannons in the past and had that unwelcome feeling its great to know there is a dealership run by guys who care about their workmanship and the bikers who go there..........

 

[ajerider]

thanks Cherokee. drop in for a coffee. That's now free at the cafe by the way !

 

[Decster]

Decster. good point, now subscribed ! thanks

 

[chrisjk]

I have used SLM since I bought my bike and rate them very highly as a team who take care of their customers - they score 10/10 on that measure.

I do hope that the new owners will indeed invest in the business - the clothing and accessories areas for example are certainly in need of this. I have no idea what restrictions are placed by BMW on their dealers but it would be nice to see some third party stuff as well as BMW's own gear. Bahnstormer have TT stuff which is a good start for example but there is also a ton of other stuff that I have to go elsewhere for and if the prices were sensible, I'd just as soon give my money to SLM.

 

[GSmonkey]

They get top marks from me as well. Sorted the locks on my panniers out when one of them fell to bits only a couple of hours before leaving to get on the ferry. A mechanic spent a good 20min sorting it out whist I waited. A bit of customer service goes a long way and makes the bills a bit easier to swallow!!!