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?

Sell it and buy a Honda. No, really.

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

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.

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?

Contact Jim Wright with the MOA Consumer Affairs Liaison...maybe he can provide some advice:

https://bmwmoa.site-ym.com/staff/

kenlavine said:

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.

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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.)

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.

If it was me the bike would have been towed to the dealer with the rods poking through the engine block.

ClassicVW said:

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.

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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.

I will email Jim Wright. But I agree this is poor customer service. I also own a 2015 GSA as well.

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.

kurt1305 said:

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.

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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.

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.

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.

If it's not a mystery where the debris has gone, would you mind sharing with us the answer?

lkchris said:

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.

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The fact that the dealer spoke/corresponded with BMW Motorrad USA does not mean anybody talked to anybody at BMW AG, and if they did talk to somebody that doesn't mean they actually talked to a designer or anybody else that actually could predict where a broken gear tooth might go. Somebody might have had such a conversation but assuming such is merely jumping to conclusions I would not be willing to jump to.

If that were my bike I would immediately install an aftermarket engine oil drain plug with a magnet. Then I would get an excellent Roadside Assistance Plan like Allstate RV. And I would ride the bike after putting both the dealership and BMW Motorrad USA on notice that I was not satisfied with the cheap fix.

I don't personally think a new bike is needed. A new engine might be. But it appears decisions have been made.

Bottomline is that a person should not have a bike with 1300 miles on the odometer with an engine that has had a major malfunction and a suspect repair. BMW is essentially saying to the OP that the dealer is incompetent and should not be listened to. I'd not let this go and would plead my case with every person in the BMW hierarchy I could get hold of. Contacting Jim Wright is a good idea. I think BMW has not responded well in this instance. While I do believe you are more likely to get a positive response by being calm and courteous, those attributes should be reinforced by tenaciousness. Mention was made of decisions being made by BMW based on engineering data. I'll wager it was a cost analysis that swayed this decision.

The technician showed me the oil pan, along with the Service Manager, other technician, owner and sales manager. The two technicians believe their is two metal pieces missing and did not come out in the oil. The dealership was in contact with BMW Corporate. I have been in contact with three BMW Customer Service Relations Specialists multiple times and no one would allow me to speak to a supervisor / manager. To me this is saying "I don't care". I really want to be able to speak to someone and get a better resolution than what everyone at the dealership feels is inadequate.

P944T said:

The technician showed me the oil pan, along with the Service Manager, other technician, owner and sales manager. The two technicians believe their is two metal pieces missing and did not come out in the oil. The dealership was in contact with BMW Corporate. I have been in contact with three BMW Customer Service Relations Specialists multiple times and no one would allow me to speak to a supervisor / manager. To me this is saying "I don't care". I really want to be able to speak to someone and get a better resolution than what everyone at the dealership feels is inadequate.

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Next time you call them notify them immediately that you are recording the call and ask to speak with a supervisor concerning your fears that an improperly repaired engine could cost you your life. No clue if you'll get any satisfaction but I bet you'll get a supervisor.