Ours is a new dealership in Tassie, last year the BMW dealers were also the Suzuki dealers, their outlet was in the more industrial area of our city, it was basically a big shed with a showroom out the front. BMW put the acid on the dealer to build a yuppie outlet, and combined without the pressure applied from the newly opened BMW car franchise, the old dealers lost the dealership.
We now have a yuppie outlet, with all the modern looking glass and chrome fittings, and only new bikes in sight. The guys manning the place are good individuals albeit driven by try hard management, who are focusing only on sales and ignoring the fact that all the bikes on the road are "second hand" after they have been sold.
I was bitter over the period of time I waited for my parts, 7 months. Bear in mind we are talking about a bike that fell off its stand and all the damage was generally cosmetic etc, It was about 1.5 to 2 hour job to effect the repair. I took the bike in on the Monday morning, I should note that I removed the left fairing, the belly pan and the front mudguard for them, placed all the screws in individual envelopes with details of where they went. When I arrived at the dealership, I asked a staff member where to park my bike. He pointed outside, I have a woollen seat cover and it was overcast, so I said the bike had to go under cover and I was directed to the workshop. As I rode in, I noted another customer's R1100RT on the work bed, the fairings were lying on the floor!!!!
I was a little concerned by the fairing situation there, given that I had to wait 7 months for a fairing that was damaged.
On the Wednesday I called in to find out if the bike was ready. I walked in to find that works were still going on inside the workshop getting the new yuppie feel right. I was slightly incensed to see two guys moving around the workshop on a scissorlift elevated work platform amongst the bikes, elevated 7-8m, not a single bike was covered. My bike had been moved from where I parked it and a pile of jackets were sitting on it.
I had to walk out of the place, to avoid getting myself in trouble.
I returned at 4.00pm on the Friday, to find my bike hadnt even been touched. 5 days sitting doing nothing even though I had been told to leave it there and it would be done during the week. You would think after they had made so many mistakes and delays in getting the part you would go to some lengths to get the bike done, but no.
I lost my cool at this time and advised the Bike Sales Consultant, and the Service Manager that I would take my bike as it was and contact the insurance company ( again) and arrange for the parts to be released and I would get the work done elsewhere. Up until this time the Insurer advised that the work had to be done by the dealer, I could have done the work in 2 hours. I left prior to making a mistake and hitting someone.
I returned home contacted the insurer and said that I had finally had enough, I had the bike back and I wanted the parts paid for and I would arrange the repair myself. They said they would get back to me. I drove back to the dealership in a vehicle to collect the screws, and the oil cooler shroud. I was met by the Sales Manager, Parts Manager and the Service Manager, I was not happy, and told them so, they said they just wanted to make me happy, I told them to give me the parts and I would be happy. The Insurers rang the dealer ship whilst I was there and told them to release the parts to me.
I was advised that the Service Manager was on probation and this matter would reflect badly on him. He further explained that the saga with my bike had begun before he started there, and he was not aware of the full situation. It was made quite clear to me that the three individuals would come under some pressure if the parts only were invoiced and not the repair and that questions would be asked. I very quickly learnt that the staff are under some form of pressure by the Hobart based management. If you can call it management.
After further discussion, I agreed to bring the bike back, bearing in mind this is now 5.00pm on a Friday afternoon to allow them to repair it. I got the bike back and was told it would be ready on Wait for it.............WEDNESDAY!!!!!!!!.
When I arrived on Wednesday, it was done, it was on the bed, covered by a BMW flag, and the workshop was imacculate ( I had ripped into them on the Friday about the condition of the workshop and people driving an elevated work platform between bikes). I was absolutely delighted to have my bike back and looking good. It was finally over.
It fell over on 12th October 2006 and on that day I contacted the State Manager of BMW Autohaus on that day, their Hobart Parts guy contacted me, the insurance assessor came and viewed the bike, I was told by the Autohaus staff that the parts would take 3-4 weeks, in the ensuing months, I contacted them, BMW Australia, BMW Germany and threatened legal action after 6 months of waiting. I kept asking for an expected delivery date but couldnt be given one. The problem was that it was the yellow/grey cheqeured paint scheme and the Insurance assessor said they wanted it replaced not repaired due to the possibility of problems with job. during the months of waiting, BMW Australia decided they would paint the panel, I agreed because I was sick of it. I turned up to leave the bike at the panel beaters so they could do a colour match, only to find that BMW had supplied the right hand side, not the left, and there were no decals.
Anyway on 3rd October 2007 I got my bike back - and I like my bike but I would like to warn anyone in Tassy that if anything at all happens to your BMW bike, get it on the ferry and over to Southbank in Melbourne, it will be quicker.
As an aside my wife's BMW car has been back three times for an oil leak, it still has a leak, I am not going there -..............