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post #1 of 17 (permalink) Old Sep 12th, 2008, 8:47 pm Thread Starter
 
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Dealer Question

I bought a 2007 K1200GT demo from a local dealer. The bike had 2400 miles on it. When I picked up the bike I asked for service records. They gave me one sheet with some warranty work done on it. I have emailed the service manager twice about service records(oil changes,600 mile service)and he has opened my emails,but has not responded back yet.(this was a week ago) This was a huge purchase for me. I dont want to be a jerk. Should I call him and ask him what is up or call BMW? Thanks for your help guys
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post #2 of 17 (permalink) Old Sep 12th, 2008, 9:56 pm
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I had a real bad experience with Max BMW, to the point that I am never going back again. I send an email to bmw america to let them know my bad experience with the sales department (GT 08 purchase) and Max bmw got a report from BMW america. I went back to get warranty work later and the sales manager escort me out and told me my business was not welcome and they were not servicing my bike due to the bad report involving him. If you like your dealer I will call the service manager first and try to resolve the problem first, if not, make sure you have other place to take your bike for service. Good luck

2008 K1200GT Adventurine Silver
2007 K1200LT (gone)
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post #3 of 17 (permalink) Old Sep 12th, 2008, 10:21 pm
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Did you report this service experience to BMW USA? I would not tolerate such treatment, and would have their franchise over this. Don't allow yourself to be treated that way by anyone.

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post #4 of 17 (permalink) Old Sep 12th, 2008, 11:53 pm
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Quote:
Originally Posted by wintermute
Did you report this service experience to BMW USA? I would not tolerate such treatment, and would have their franchise over this. Don't allow yourself to be treated that way by anyone.
What is your goal?

Getting the dealer to accept the bike for service? If so, would you trust them with your bike after they once refused to work on it? It would take a heart-to-heart talk with the service manager, and a strong sense of acceptance and renewed trust before I would do that.

Retribution? Do you really think that BMW NA will yank their franchise because of one customer?

There was another case where someone posted a complaint about a dealer who refused to perform warranty service after they returned an "honest" survey response to BMW NA. In that case, the person who posted was very angry. It was impossible to know what really happened, but at the time I wondered about the true source of the problems. By the way, the dealer wasn't Max BMW.
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post #5 of 17 (permalink) Old Sep 13th, 2008, 3:53 am
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How long after the purchase did you get a survey? I bought mine in mid August and haven't seen anything yet.
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post #6 of 17 (permalink) Old Sep 13th, 2008, 9:58 am
 
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Originally Posted by GillyWI
How long after the purchase did you get a survey? I bought mine in mid August and haven't seen anything yet.

I got a phone call less than 2 weeks later from BMWNA.
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post #7 of 17 (permalink) Old Sep 13th, 2008, 10:32 am
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Quote:
Originally Posted by Spinedr
I had a real bad experience with Max BMW, to the point that I am never going back again. I send an email to bmw america to let them know my bad experience with the sales department (GT 08 purchase) and Max bmw got a report from BMW america. I went back to get warranty work later and the sales manager escort me out and told me my business was not welcome and they were not servicing my bike due to the bad report involving him. If you like your dealer I will call the service manager first and try to resolve the problem first, if not, make sure you have other place to take your bike for service. Good luck
Why does BMW NA not make the reports of dealers confidential with regards to the reporting party and work done?

Seems that their thought is to have the dealer contact the party of the bad report and make an attempt to resolve the matter. However, it seems a bad report just pisses the dealer off and they ban the party from their dealership.

I've had the same issue on buying a new BMW where the dealer screwed up badly on a few items I purchased that they were to install at the time of purchase where the labor cost $1000 extra. The primary item (intercom) didn't work at all and when I went back to get it fixed, "They didn't have time" so I had to tear the bike apart and do it myself. Seems they dropped the accessory in question from their dealership since they couldn't install them properly. One of the other items failed shortly thereafter too and I had to fix that as well.

Mack
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post #8 of 17 (permalink) Old Sep 13th, 2008, 4:32 pm Thread Starter
 
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My goal is just to get some info. I bought the bike on 8/9/2008. The bike was a demo with 2400 miles on it. Now the bike has 3600 miles on it and I want to know when and if any maintance was done to the bike. If the 600mile service was done it is time for an oil change. But, if they changed the oil before I picked it up I have some time before it needs one. Also, I am wondering about the final drive fluid ,if that was done at 600 miles.I am going to call the service manager this week and be polite and ask what was done to the bike. I have not recieved any kind of survey yet,to be honest in this day and age of customer service I was kind of suprised by this.
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post #9 of 17 (permalink) Old Sep 13th, 2008, 8:11 pm
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Quote:
Originally Posted by GMack
Why does BMW NA not make the reports of dealers confidential with regards to the reporting party and work done?

Seems that their thought is to have the dealer contact the party of the bad report and make an attempt to resolve the matter. However, it seems a bad report just pisses the dealer off and they ban the party from their dealership.

I've had the same issue on buying a new BMW where the dealer screwed up badly on a few items I purchased that they were to install at the time of purchase where the labor cost $1000 extra. The primary item (intercom) didn't work at all and when I went back to get it fixed, "They didn't have time" so I had to tear the bike apart and do it myself. Seems they dropped the accessory in question from their dealership since they couldn't install them properly. One of the other items failed shortly thereafter too and I had to fix that as well.

Mack
That was one of the problems, installing an Autocom that doesn't work and did they did not have time to fix it. And other problems that cost me time, aggravation and money. You are right, I haven't called. I do not think that BMW NA will do anything to fix the problem. I love my GT and plan to keep it but when it is time to change I will have to think more on dealer access. The dealer that ended up doing my service did a good job and I am happy with them. They ask you to complete a survey, you would think to improve customer relations but instead, they slap you if you did not like their deals. We need more dealers for competition and choices. Hey GOTDIRT did you call your dealer and try to talk to the service manager again? Interested in knowing what happened I will send a letter to BMW NA with details just for the record.

2008 K1200GT Adventurine Silver
2007 K1200LT (gone)

Last edited by Spinedr; Sep 13th, 2008 at 8:26 pm.
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post #10 of 17 (permalink) Old Sep 13th, 2008, 8:24 pm
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Why don't you just save yourself a lot of time and aggravation and just do an oil and FD change yourself? Then you will know it's done. Seems to me that would be the first thing to do with any bike that you bought used no matter what they tell you......no? Cheap insurance.

I know these bikes are a bit higher maintenance than they used to be but some basic knowledge and self care will buy you more piece of mind than trusting your dealer.

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