SBW Motorrad - Hertford

[bigdave139]

I dont know if anyone knows of them or has used them, all i can say is if you havent, dont.

Took my bike in last wednesday (yes, a week ago!!) for a service and to get a new DID chain fitted while its there.

Turns out the chain requires a different riveting tool as it has hollow pins... which they didnt tell me till 5pm on the thursday when i was expecting to pick the bike up(losing me half a days work in the process)

now i completely understand they have to get the tool in, wouldve been nice to have been told this before me and a mate both took half days from work so he could run me down to pick the bike up. So you would think that they would ring DID, order the tool and it would be there friday at the latest... no.

I took a 20mile detour on the way home today (tuesday)to go in there, as they havent returned a call since saturday, see the bike sitting there, chain on and joined up, and a technician walking past... 'excuse me, is the s1000 ready please?'

'NO' ...and he walks off

go to the service desk and ask, the tool arrived today, 6 days after taking the bike in... 'ok so you have the tool now, is it ready?'
'No, the technician is just finishing another job'
'Has this job been waiting a week for a simple service?'
'no, but yours will be ready tomorrow'
'i'm going away for 3 days tomorrow, i'd like the bike to be safely locked away at home before then, sure it only takes 5 minutes to rivet a chain together?'
'im afraid it wont be ready till tomorrow'

i'm kindof speechless, its just the ignorance that bothers me more than anthing, no communication, when i do get hold of them theyre as difficult as they can be, never get a straight answer, not even a hint of 'sorry, maybe we can help you out, get it delivered back to you or try and get it done today'.

so if you know anyone in or around hertford, warn them off this place, since putting my last post about this up others have said the same to me (wish i'd asked before handing my keys to them!)

 

[soofsayer]

They sound like ******s to me. That's a rubbish scenario to go through. Both Rainbow and AJ have always been good, not that it helps you much! Maybe write to the dealer principal and cc it to BMW UK pretty much saying what you put above and adding a bit about how it is supposed to be a premium brand etc. That'll piss someone off, and make you feel better. But I'd get the bike back first.

 

[bigdave139]

Yeh thats the problem, i dont want to shake too many trees until i get it back. Then i'll get the chainsaw out! ha.

 

[Hoops]

I wont ever use them again. Complete and utter ******* who havent got a single clue about customer service or it would seem how to manage a garage. Ive had endless issues with them over my bike and i gave up in the end and now deal with Park Lane. Get your bike back and then stay well clear of this cowboy outfit.

 

[Nick]

Call BMW customer services - they'll be disgusted that they are trading under the BMW name with that kind of service provision. Ask for a written apology and compensation for the time you took off work.

 

[bigdave139]

So i got the bike back yesterday, it was raining, when i get home and its dry i spot this...

It looks like the mark you get when you peel gaffer tape off the headlights after a trackday, but it is solid, doesnt push off with a fingernail, and i'm not going to scratch it trying to get it off.


So i've sent a list of all their cock ups and told them how unimpressed i am, i also sent it to bmw customer services and a high up manager courtesy of a member on here :lemo:

The only response i got from the dealer to my email (which included the question of what they intend to do about the marks) was...

Thank you for the email dated 15th Aug 2013. I apologise that you have the need to contact us in regard to the poor service that you have received. Your comments will be passed on to the Service Manager Mr Steve Nicholas on his return from annual leave next Thursday.

What a joke... if i wasnt away this weekend i'd ride it down there and park it in their showroom, then park my car across the top of the access road so noone can get in or out till they sort their incompetence out!

 

[Hoops]

Mate, i would seriously get down there and demand someone sort this out face to face - its bloody disgraceful. They are such a bunch of imbeciles at Hertford and they are giving the brand a really bad name.

 

[bananaman]

Unfortunately this attitude rides with other dealers as well, i'm sure that all the snobbery starts from the dealer. Sucks of take it or pi$$ off, thats one of the reasons i havnt upgraded yet. Trouble is, whose loss is the greatest lol.....

 

[bigdave139]

I'm away all weekend otherwise i would be there at 8.55am tomorrow. problem is it will probably have worn/washed off by the time ive ridden to the isle of wight and back!

 

[soofsayer]

Customer service makes or breaks a business.

Both dealerships I have already mentioned make me feel like a valued customer and are always happy to help.

I do wonder if this is the exception rather than the rule? I have heard anecdotal evidence that other dealerships (not already mentioned on this thread) do overcharge and have a poor customer service record. It is symptomatic of a geographical monopoly and happens in most dealer networks to do with most products. Manufacturers should do more to protect their brand, but that's easier said than done, taking a franchise off an entity for poor customer service sounds like a commercial nightmare to me. Pity.

 

[Ash700]

I test rode the S1000RR at SBW not long after they were first released. The sales guy saw me turn up in my fairly decent motor (late model BMW), for a pre-arranged test ride. After the ride he took all my details and asked me what I thought of the bike. I told him that I was impressed but was going to ride the latest version of the Fireblade that same afternoon and decide which I preferred.

I arrived home later in the day and after considering both it didn't take me long to decide that I was going to go for the S1000RR. I figured that the sales guy from SBW would call me early in the week, as a potential buyer, to find out whether I was going to buy the BMW or the Honda. I had planned to barter a deal with him and give them my business. I never did receive their call! The Honda dealer called me, but I politely declined as I'd already decided to go for the BMW.

I bought an S1000RR, but as SBW couldn't be bothered to call me back I got it elsewhere. I figured that they must be doing ok and not need the business!

I'm now glad they never called me.

 

[farebro]

I bought mine from sbw service has not been the best and a lake of communication but after reading this I will start using barnstormer at maidenhead

 

[bigdave139]

So.... the latest after i sent an essay of my complaints and photos of the paintwork...

i've had replies from the dealer and bmw uk, both saying the service manager for the dealer is back off holiday today so i look forward to the response! (not holding my breath though!)