i have owned 3 GSAs since 2008. The last 2 being a 2018 TB and a 2021 TB. everyone used all year round. No issues on the 2008 or 2018 at all both were described as really good condition when trading in for the next model. My nearest dealer was 50 miles away until just before Xmas last year one opened up in my town. Yippee no more loosing a day to get the bike serviced I thought. So off I troop for my annual service just before a long run and I’m sat outside when the bike is brought back out by the service / after sales manger who tells me he really like the bike with its powder coated scaffolding and he can tell I really look after the machine. Jump forward 2 months and when cleaning it I notice little bits of paint starting to bubble round the casings and engine plate. So like a responsible owner I pop down to the new dealer to ask them to have a look. they take 2 photos and say they will raise it with the mothership warranty department and get back to me.
2 months later and 3 emails and two phone calls I had still got no news, so when passing the dealers 50 miles away I popped in for a chat with their service manager who has always been very good. He said in these instances they would need the bike for a full day and would examine every part of the bike to check how the bike had been maintained and then forward a full report plus copious photos to the mothership and see where it goes from there. I asked if just 2 photos and a 3 minute chat would do and he said only if you don’t want it fixing.
after 4 months and an enquiry to BMW customer services I finally get a response from BMW UK, lack of maintenance so not covered. I ask how this had been determined and the response was to talk to the service manager as it was his advice. The service manager has blanked all attempts from me to get anything in writing from him on procedural matters, reports, communication with the warrenty department and refuses to return calls. BMW UK say it’s now nothing to do with them and all communication has to go through the service department at the new dealer. Proper Catch 22.
long story short 2 good bikes one duff one and eff all help from BMW. So traded the bike in at a loss to a different manufacturer because I refused to sell it privately and let somebody that doesn't know what they are looking for and catch a cold. Made the new firm aware of what I knew, they did not mind as it would get a the remainder of the BMW warranty plus 2 years service plan and a top up warranty from them. Turns out they sold it for £3.5K more than the trade in price within 3 days.
what I take from this, first - a good aftersales manger is worth their weight in gold. Second - try to deal with the dealer you original purchased the bike from. Third, major chain dealerships couldn’t give a f*€+ and are happy to employ people in positions of responsibility that will lie to your face but never do anything in writing.