That really is unbelievable! In my previous job I was a car mechanic and I have to say that there is no way a job like that would have taken this long. Like you said in a previous post Shug, they should allocate the time and get the man power onto it. Couple of days, MAX, should have it out the door and back on the road. It's really not difficult, it sounds like they are doing it bit by bit inbetween paying jobs. One of which was mine on Thursday, not intentionally rubbing if in.
New Dealer for West of Scotland
- Thread starter dave80h
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Was thinking about moving my servicing to Glasgow but this post is making me think twice about it especially the problems and delays Shug is having. Not a good start for a new dealership. Obviously there will be teathing problems etc but these should be ironed out by now.
Shug
GLOBAL MODERATOR
Thanks Dave - I grew up in garages. My dad was a mechanic until I was in my mid teens and my mum worked in dealership offices until she retired. I then, in a previous career, did event work with the motor trade so visited a good percentage of the car dealerships in the UK and got behind the scenes. I know how it should work, which pisses me off more as mine is clearly being treated as the ginger stepchild job. What is doubly infuriating is that the service manager is standing looking at me while I'm asking him if he thinks 5 weeks is acceptable to build an engine and comes out with some shiners like "we've never rebuilt one of these before" "we were delayed waiting on some connectors" - way to make the customer confident in your work!
DSD1RR - To be fair, it looks like they have the standard service jobs running well (over the top of mine) but I'd just worry if anything was found that needed investigation. At that point, I'd have it shipped to a more experienced and competent dealership...
DSD1RR - To be fair, it looks like they have the standard service jobs running well (over the top of mine) but I'd just worry if anything was found that needed investigation. At that point, I'd have it shipped to a more experienced and competent dealership...
I totally agree, thinking back, I had a new frame fitted under warranty for one of my Blades. It took the mechanics 2 days to totally strip the bike and put all the components back onto the new frame.
Shug, I would be getting a little bit upset by now, the summer is passing you by. I hope they pull there finger out.
Have you been in touch with BMW UK them been in touch with you?
Shug
GLOBAL MODERATOR
I've contacted the customer support team, who referred me back to the garage.
I have, however, got direct contact details for the after sales/area manager for BMW UK and tried contacting him - he's on holiday this week, but I will be taking the issue to him when he returns. It's not all on the dealership - BMW UK took 3 weeks to clear the rebuild while they mulled over the strip photos, plus I'm being told parts orders were delayed (I'm getting an exact breakdown of part orders and dates to take to BMW) I don't think anyone is coming out of this whiter than white.
And yes - I've visited the dealership in person last week and they are aware I'm a little "upset"
Stopped short of the full "tear a new arsehole" routine as I don't think that achieves as much as you'd like to think, but got them squirming, minus the shouting...
I have, however, got direct contact details for the after sales/area manager for BMW UK and tried contacting him - he's on holiday this week, but I will be taking the issue to him when he returns. It's not all on the dealership - BMW UK took 3 weeks to clear the rebuild while they mulled over the strip photos, plus I'm being told parts orders were delayed (I'm getting an exact breakdown of part orders and dates to take to BMW) I don't think anyone is coming out of this whiter than white.
And yes - I've visited the dealership in person last week and they are aware I'm a little "upset"
Stopped short of the full "tear a new arsehole" routine as I don't think that achieves as much as you'd like to think, but got them squirming, minus the shouting...I can't believe they said they'd never built up one of these bikes before. What sort of excuse is that, an engine is an engine! Any competent mechanic should be able to strip and rebuild an engine no matter what it's out of.
To be honest I've been in this dealership a good few times now and I get on very well with them all. But even I'd have to say if that was my bike, enough is enough!
To be honest I've been in this dealership a good few times now and I get on very well with them all. But even I'd have to say if that was my bike, enough is enough!
Shug
GLOBAL MODERATOR
Right, final post on my issue - have not necessarily got to the bottom of everything, but I've got as much as I'm going to get, I think.
Have been in discussion with BMW UK's aftersales manager for the past week. Also had some interesting news from the dealership aftersales manager. Dealership aftersales contact claims that BMW had taken the part away and then stated it wasn't something from the factory, so were not going to pay out on the warranty claim. This, supposedly resulted in the job taking much longer as they were doing it in spare time between paying jobs, as I understand. From what I've learned from the UK aftersales manager, this was a miscommunication somewhere, or a delay in actually passing the clearance to rebuild.
BMW UK have now told me exactly what it was (with no real prompting) - a tool used in rotating the engine on the bench when building, which could have fractured in use, dropped into the sump and not caught. Also, non-ferrous, so only came out with oil flow, not the magnet on the sump plug, hence not dropping out on the first or second service.
The aftersales manager from BMW has smoothed it over as best he can - basically apologising for the wait and blaming a perfect storm of factors, including parts delays, delays in passing the work at a head office level and miscommunication throughout the levels. Promises that this has raised several points to address and will change for the future.
The important thing now - the bike is back and in fine fettle (dropped off in a van at my house on Friday of last week). Took them long enough, but the job looks to be excellent - gearshift quality could even said to be a bit better.
Also - from looking at the technical manual - the sump in that engine is actually very contained and pretty tall. Big ends and gear cluster are very out of the way and pretty shrouded. Plus the chunks have supposedly been inspected for crush or impact damage and the gear cluster very closely inspected, also. My concerns about the parts actually rattling about are now pretty low.
On top of this - BMW UK have extended a 2 year warranty on the engine and gearbox as a result of the repair. Can't honestly say much fairer than that...
Am I delighted at what has gone down over the past two and a half months? No. Am I now happy it's resolved for me? I think so. Not without having to go to the aftersales manager for BMW Motorrad UK, myself, though, which is properly disappointing.
Have been in discussion with BMW UK's aftersales manager for the past week. Also had some interesting news from the dealership aftersales manager. Dealership aftersales contact claims that BMW had taken the part away and then stated it wasn't something from the factory, so were not going to pay out on the warranty claim. This, supposedly resulted in the job taking much longer as they were doing it in spare time between paying jobs, as I understand. From what I've learned from the UK aftersales manager, this was a miscommunication somewhere, or a delay in actually passing the clearance to rebuild.
BMW UK have now told me exactly what it was (with no real prompting) - a tool used in rotating the engine on the bench when building, which could have fractured in use, dropped into the sump and not caught. Also, non-ferrous, so only came out with oil flow, not the magnet on the sump plug, hence not dropping out on the first or second service.
The aftersales manager from BMW has smoothed it over as best he can - basically apologising for the wait and blaming a perfect storm of factors, including parts delays, delays in passing the work at a head office level and miscommunication throughout the levels. Promises that this has raised several points to address and will change for the future.
The important thing now - the bike is back and in fine fettle (dropped off in a van at my house on Friday of last week). Took them long enough, but the job looks to be excellent - gearshift quality could even said to be a bit better.
Also - from looking at the technical manual - the sump in that engine is actually very contained and pretty tall. Big ends and gear cluster are very out of the way and pretty shrouded. Plus the chunks have supposedly been inspected for crush or impact damage and the gear cluster very closely inspected, also. My concerns about the parts actually rattling about are now pretty low.
On top of this - BMW UK have extended a 2 year warranty on the engine and gearbox as a result of the repair. Can't honestly say much fairer than that...
Am I delighted at what has gone down over the past two and a half months? No. Am I now happy it's resolved for me? I think so. Not without having to go to the aftersales manager for BMW Motorrad UK, myself, though, which is properly disappointing.
Good news. Now at least the rougue part has been idendified which gives you peace of mind to a certain degree and a bonus in securing an extended 2 year warranty.
I'm hoping to drop into the dealership this time home and arrange the service on the S1. See if they have an HP4 I can take out for a couple of hours. Talk nicely to Graeme.
Anyway, thanks for keeping us informed of the obstacles and progress you have encountered from BMW ( Both BMW UK & Dealership ) This has been invaluable reading for all members of the Forum.
I'm hoping to drop into the dealership this time home and arrange the service on the S1. See if they have an HP4 I can take out for a couple of hours. Talk nicely to Graeme.
Anyway, thanks for keeping us informed of the obstacles and progress you have encountered from BMW ( Both BMW UK & Dealership ) This has been invaluable reading for all members of the Forum.
I bought my new one a week or so ago from these guys and had no issues. I think you have been unlucky here due to a multitude of factors....and for that I do sympathise. Showroom looks good now though albeit never saw in the garage area.
