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Thread: BMW Customer Service K1600GT - Need Help

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    BMW Customer Service K1600GT - Need Help

    I bought a new 2014 K1600GT in October. I had its first service done a week later and then at 1300 miles (not 13,000) I heard a loud noise and then rattling. I took it to my dealer and they drained the oil and took it apart. The dealer technician, service manager and owner said that I needed a new motor. A tooth broke over the drive shaft, bearings disintegrated and two pieces of metal was missing. The metal pieces did not come out in the oil, even though it was shiny.

    The dealer said that BMW Corporate Customer Service said they should only replace the gear shaft. The dealer said that was wrong and needed a new motor. I called BMW Customer Service and said that at 1300 miles, I want a new motorcycle. I also informed them that I have purchased 11 BMW automobiles and 7 BMW motorcycles (4 this year alone)!

    FYI ? the bike broke down before my first payment was made. At the second payment made, the dealer informed me that they did what BMW Corporate said and BMW Corporate informed me there was nothing they could do and that I was not allowed to speak to a Manager or Supervisor. The Dealership (I?m not naming them), said that BMW Corporate was wrong and maybe I should get a lawyer.

    I don?t want to drive the 1600KT, because with two pieces missing, I don?t feel the bike is safe to ride and my wife doesn?t want to get on it either. The dealer agrees with me as well.

    I need help ? what can I do?

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    Sell it and buy a Honda. No, really.

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    The problem with selling it, is that I will take a huge loss on a bike that I have only had for two months and that is BMW's fault

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    Registered User kenlavine's Avatar
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    BMW Customer Service K1600GT - Need Help

    Have the dealer replace the shaft and trade it in.

    I don't understand why the dealer, where you have bought 7 motorcycles, doesn't just let you trade into a new bike and absorb the difference? It seems to me that they are in the best position to help you out, especially since they think you should have a new bike in the first place.
    Last edited by kenlavine; 12-16-2014 at 10:51 PM.

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    The dealer does not want to absorb the cost and they don't want to sell the bike knowing there is an issue with it. I think BMW Corporate should do somthing. Any suggestions?

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    Administrator 20774's Avatar
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    Contact Jim Wright with the MOA Consumer Affairs Liaison...maybe he can provide some advice:

    https://bmwmoa.site-ym.com/staff/
    Kurt -- Forum Administrator ---> Resources and Links Thread <---
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    Registered User gfspencer's Avatar
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    Quote Originally Posted by kenlavine View Post
    I don't understand why the dealer, where you have bought 7 motorcycles, doesn't just let you trade into a new bike and absorb the difference? It seems to me that they are in the best position to help you out, especially since they think you should have a new bike in the first place.
    The dealer doesn't want to take the hit and BMW will definitely not eat the cost of a new bike. They might spring for a new engine but I doubt it. I know someone who owns a dealership. IMHO BMW doesn't do much to support him. (That is my own personal opinion. The person who owns the dealership has never talked to me about what BMW will/will not do.)
    2015 R nineT
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    I didn't mean to be flip with my comment, but I've heard too many of these types of treatments by BMW and it doesn't inspire confidence in dropping 25 or 30 grand on something that should be giving you ear to ear smiles instead of agita. You can't even lemon law the bike because BMW says there is nothing wrong with it. I'd keep at BMW armed with the report from the dealer stating there's two pieces of metal unaccounted for. But I can just see their reply that the bike now runs fine and the dealer must have somehow missed those pieces of metal or mishandled them and they are not inside the engine.

    A friends brand new K16 kept shutting down all the time, even when in the fast lane of an interstate, he was almost killed. BMW looked at it and looked at it and pronounced it OK. But it happened again. He finally had to trade it in and took the loss.

  9. #9
    neanderssance man sedanman's Avatar
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    If it was me the bike would have been towed to the dealer with the rods poking through the engine block.
    Paul
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  10. #10
    Registered User gfspencer's Avatar
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    Quote Originally Posted by ClassicVW View Post
    I didn't mean to be flip with my comment, but I've heard too many of these types of treatments by BMW and it doesn't inspire confidence in dropping 25 or 30 grand on something that should be giving you ear to ear smiles instead of agita. You can't even lemon law the bike because BMW says there is nothing wrong with it. I'd keep at BMW armed with the report from the dealer stating there's two pieces of metal unaccounted for. But I can just see their reply that the bike now runs fine and the dealer must have somehow missed those pieces of metal or mishandled them and they are not inside the engine.

    A friends brand new K16 kept shutting down all the time, even when in the fast lane of an interstate, he was almost killed. BMW looked at it and looked at it and pronounced it OK. But it happened again. He finally had to trade it in and took the loss.
    I agree with what you are saying but I don't think poor customer service is limited to BMW. I gave up on Ducati several years ago because they would not stand by their bikes. I'll bet we could all name high end companies that have let us down.
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    I will email Jim Wright. But I agree this is poor customer service. I also own a 2015 GSA as well.

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    Have it repaired as suggested by BMW. It is still under warranty for three years or 36,000 miles. If the engine is going to grenade, you should know well before the warranty is up. You don't lose a thing unless you sell it.
    2013 R1200RT
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  13. #13
    Registered User lkraus's Avatar
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    Quote Originally Posted by kurt1305 View Post
    Have it repaired as suggested by BMW. It is still under warranty for three years or 36,000 miles. If the engine is going to grenade, you should know well before the warranty is up. You don't lose a thing unless you sell it.
    The concern is not just that the engine is ruined, but that those stray bits will cause the engine to seize while in motion. A warranty cannot help with injuries or fatalities.

    Since the dealer was obviously concerned about those missing pieces, and believes they are still in the engine, I do not understand why the tech stopped looking before they were found.
    Larry
    2006 R1200RT

  14. #14
    neanderssance man sedanman's Avatar
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    But if the engine does let go and either locks up or oils the rear wheel the rider could lose his life. At bare minumum the engine should come completely out and be torn all the way down to determine the extent of the damage.
    Paul
    Stop wrestling with your motorcycle, dance with it.
    2011 R1200RT Traded
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  15. #15
    Registered User lkchris's Avatar
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    It's not really a mystery where the debris has gone and those that designed the engine know the possibilities. You would hope there is communication with those folks and the customer liaison folks. These folks should have a go/no go list of things that mean whole new engine.

    Everything is a matter of percentages and the fact the original incident didn't create an accident significantly decreases the chances an accident will happen subsequently related to this incident. I personally don't know that that's true, but the engine designers certainly have information with which to verify that. Remember, it was in the first place never 100% that this engine (or any engine) wouldn't grenade for lots of reasons.

    Never stated here are the actual engine design qualifications of the dealer. I doubt they are much, but they are good at making themselves look sympathetic. Sales is their business and expertise.

    Most reassuring for the original poster would be conversation with a personal friend that has demonstrable engineering qualifications. Ideal, as that may not be feasible.
    Kent Christensen
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    '12 R1200RT, '02 R1100S, '84 R80G/S

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