My XR has a leak around the oil pan. I made an appt. a week and a half a head of time.They got the bike in confirmed the leak. Said bolts were a one use item and had to order the parts. Due in the next week. That has been 3.5 weeks. They have done a little tear down but have no idea when it will be finished. Am I wrong to find this totally unacceptable? The owner is usually not there. No one to really complain to or get to the bottom of the problem. Thinking about getting the bike and trailering to another dealer. I have had good luck there in the past but since the owner is never there the place is really going downhill. Bike is under warranty so I want BMW to fix it in case there are any other problems.
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Frustrated
- Thread starter bdfbeemer
- Start date
Don't blame you. Call around for the 13 screws needed...any other dealer have them in inventory? Maybe with gasket (if still needed) and screws in hand, they could button it up in short order. And BMW does have a contractual requirement for principal to be present a percentage of time (use to be majority of time). Once fixed, YES...another more present/reliable dealership seems appropriate.
1957mpd
Knight-Errant
Got That T-Shirt!
In 1998, took a brand new GS back to the very well-known DC-area dealership where it was purchased for a warranty repair. I was informed while a simple job, it required a back-ordered fitting. OK. Saw the bike again 12 weeks later. Requests for an explanation and justification were met with shrugged shoulders and borderline indifference. That was 20 yrs ago, so all the players have changed by now, but my efforts then to learn by name/title, who in BMW NA's corporate structure was responsible for monitoring franchise performance were completely ignored. But I do not want to sound cynical. To their great credit, most dealerships are not like this and that incident is the only time I've ever been disappointed. I've nothin' but high-fives for my current dealership.
In 1998, took a brand new GS back to the very well-known DC-area dealership where it was purchased for a warranty repair. I was informed while a simple job, it required a back-ordered fitting. OK. Saw the bike again 12 weeks later. Requests for an explanation and justification were met with shrugged shoulders and borderline indifference. That was 20 yrs ago, so all the players have changed by now, but my efforts then to learn by name/title, who in BMW NA's corporate structure was responsible for monitoring franchise performance were completely ignored. But I do not want to sound cynical. To their great credit, most dealerships are not like this and that incident is the only time I've ever been disappointed. I've nothin' but high-fives for my current dealership.
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happy wanderer
Day Dreaming ...
Dealers have access to parts in other dealer's inventory. The fact they have not attempted to find the bolts elsewhere is a sign they are not trained or knowledgeable enough to run the dealership properly and this is on BMW I would think.
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1957mpd
Knight-Errant
From BMW Motorrad website:
Call our Customer Service Department at 1-800-831-1117 and follow the automated voice prompts. There is a live representative between the hours of 9:00AM - 9:00PM EST Monday-Thursday, and 9:00AM - 6:00PM EST Fridays. If someone's not there to take your call, you can wait and the automated voice will prompt you to leave a message.
You may also reach our Customer Service Department by sending email to CustomerService@bmwmotorcycles.com.
Not really clear to me that the OP has taken the bike to a BMW dealer. He mentions that he wants BMW to fix the bike under warranty, but doesn't say the bike is at a BMW motorcycle dealership presently. It seems unlikely an official BMW dealer would not have the required bolts in stock, or have access to them overnight through the parts network.
Calling BMW HQ in NJ is unlikely to result in a positive action if the bike is not at an authorized BMW dealership. Just thinking from the other side of the coin...as Paul knows I often do,
Friedle
Calling BMW HQ in NJ is unlikely to result in a positive action if the bike is not at an authorized BMW dealership. Just thinking from the other side of the coin...as Paul knows I often do,
Friedle
Kurt, I am not questioning the bike is at "a" dealer. I wonder if it is at a BMW dealer or is it at Billy Bob's tractor, skateboard and motorcycle repair shop? If it is at an authorized BMW dealer, and this is the sort of "service" the OP is experiencing, I would be interested in knowing which dealership it is so I avoid it while travelling.
Friedle
Friedle
azgman
Addicted to curves
I'm sorry Friedle, but you're off the "investigative team"! LOL!
My XR has a leak around the oil pan. I made an appt. a week and a half a head of time.They got the bike in confirmed the leak. Said bolts were a one use item and had to order the parts. Due in the next week. That has been 3.5 weeks. They have done a little tear down but have no idea when it will be finished. Am I wrong to find this totally unacceptable? The owner is usually not there. No one to really complain to or get to the bottom of the problem. Thinking about getting the bike and trailering to another dealer. I have had good luck there in the past but since the owner is never there the place is really going downhill. Bike is under warranty so I want BMW to fix it in case there are any other problems.
OP has a '16 BMW under BMW warranty and he calls the dealer...would it be anything but a BMW dealer (because OP wants it fixed by a BMW dealer)? They start the job but need parts...would it be anything but BMW parts (are non BMW dealers now able to order parts from BMW...think that's why you have to be a BMW dealer (and OP wants it fixed by a BMW dealer). OP wants the bike fixed by BMW, under warranty...in case their are any further problems...think he's got it anywhere but a BMW dealer? WHY WOULD HE HAVE IT AT A NON BMW DEALER IF HE NEEDS BMW PARTS, HAS A BMW WARRANTY AND WANTS IT FIXED BY A BMW DEALER???
Think this one has pretty well been ran through the DEDUCTION MACHINE.
Our two "local" dealers live in the on demand parts management system world. Unless it's a common high use part, most often will be ordered, even a Airhead valve cover gasket was not available one trip. The large parts dept of old is gone for many shops.
That comes with overnight option I imagine has me paying overnight charges if I'm the only order or regular weekly order. Have only had to overnight a few parts, but it can be done by any dealer.
I do find a lag time the OP is experiencing is not a good thing and shouldn't be the case for a newer model. On some new models with parts that are model specific, parts take a while to enter the supply chain. I recall when the late Beemerdons wrecked his new to the world K1600, it took a long time to secure a lot of parts.
azgman
Addicted to curves
Whoa, wait a minute. They have the parts and they just won't assign the job to one of their techs? Move that bike to a real dealer and call BMW. This is unbelievable.
+1,000,000,000
