BMW - arrogant and indifferent

[MRJB]

Thought I’d start another thread dealing with my ongoing tussle with BMW because the other two just got too long.

Recap: I really like the 650 GT. It fits me well and I like how it rides – it’s a classy machine. That being said, since day one, 11 months ago, the four fuel-related readouts/warning light on the brand new bike were defective. The dealer tried the few available fixes from BMW to no avail so I turned to Customer Service. What a farce dealing directly with BMW. To use a Star Wars analogy, it’s like going up against the Death Star… alone… with a toy Nerf gun.

To illustrate the arrogance and indifference, after months of waiting, here are the things I did that I thought would get BMW to fix this situation. Was I naïve.

- Starting with this forum, two threads with about 8,000 views laying out all that was happening over the past months. On their very own BMW-sponsored forum, no less. No one has ever contacted me.
- Emails to a marketing VP asking for upper management support. Referred back to Customer Service.
- Two complaints to BBB. Note: don’t expect much – they may beat up on a local company but did little with BMW.
- Complaint with NHSTB.
- Complaint with my state attorney general.
- Asked two state legislators to change our Lemon Law to include bikes. Law being looked at now. Funny, there’s a chance I may get to testify at the state capital.
- Complaint with the Federal Trade Commission.
- Ignored the video I made documenting the defects – they relied on a flawed inspection that determined everything was “normal” and then didn’t bother to respond to my rebuttals.
- Numerous tweets. I was directed to contact the same rep I’ve had for past nine months. It’s nothing personal - he does a great job stonewalling for the company; does nothing to serve the customer.
- Two emails to the BMW Group in Germany asking for upper management intervention. Referred back to Customer Service.
- No customer service: No periodic contacts with updates, no offer for a loaner bike, no offer to comp an oil change or anything for 500 miles of back and forth to the dealer, and no offer to replace the bike. Refund denied.

Some may wonder, if I’m so unhappy, get another brand of bike. First, my conscience won’t let me dump this bike on a private party or stick another dealer with it. Besides, the Kelley Blue Book trade-in value for a 650 GT is half of what I paid for it. Taking a $6,000 hit in less than a year because BMW won’t stand behind their product and do the right thing is hard to stomach.

Thanks for taking the time to read this far. I’d appreciate any other ideas on how to get BMW to step up to the plate. Getting a bigger Nerf gun won’t help.

Message for BMW staff: Assuming someone from BMW is monitoring this forum, is this really the image you want to leave with readers on how you work with customers? If you’re interested in the brutal details, leave me a private message and I’ll forward the emails that confirm everything above. If not, well, it’s another indicator that confirms the corporate attitude of arrogance and indifference. Please prove me wrong. Thanks.

 

[gt.mn]

my cs guy after a long story of why is there no parts available said in a non give a shit sort of way
what would you like bmw to do for you. I gat give alternatives because what works for one may not work for another
he said they usually compensate people when stuff like this happens
I sad im not looking for money im looking to get the bike that I paid 11000 dollars for
the next day my parts were all in and bike is done to day
of coarse its still not fixed
I have yet to contact the cs rep again yet anyway

 

[otbiker]

I have the same fuel gauge issues since day one. No answer or solution from BMW...

 

[soc714]

I still remember the cold reception I got from the BMW dealership in Indianapolis when I wanted to check out a 650 GT. Ill just stay with the other brands until a 650 Gt comes up used somewhere.

 

[justscootin]

When I bought my 650gt I went into the first dealer about 40 miles away and he offered me a test ride on there upcoming ride day. When I went into the second dealer 7 miles away and the sales guy blew me off. When I bought the 650gt I picked up the phone and called the dealer 40 miles away and bought the scooter over the phone.

I still remember the cold reception I got from the BMW dealership in Indianapolis when I wanted to check out a 650 GT. Ill just stay with the other brands until a 650 Gt comes up used somewhere.

 

[JaimeC]

Ya gotta wonder about sales people who don't want to SELL. In Las Vegas, I met the opposite situation: Everyone there was blown away by the scooters after riding them, and they can't understand why they just sit on the sales floor. Of course, their BIG sellers are the various GS models which I suppose is understandable. They are, however, disappointed that no one is interested in the scooters. If you're looking for a deal and don't care about the distance that might be a good place to look.

 

[Doraemon]

not much room in the garage... wonder if I can fit a gt in for Sunday rides...hmmm

Ya gotta wonder about sales people who don't want to SELL. In Las Vegas, I met the opposite situation: Everyone there was blown away by the scooters after riding them, and they can't understand why they just sit on the sales floor. Of course, their BIG sellers are the various GS models which I suppose is understandable. They are, however, disappointed that no one is interested in the scooters. If you're looking for a deal and don't care about the distance that might be a good place to look.

 

[Dale]

Strange about Indianapolis. I purchased from Falcone Power sports they were great and have been through servicing. They looked for a week for the bike I wanted found one 300 miles away drove and picked it up. I purchased through Tom Lowdermilk and the owner, all worked together to get me what I wanted.

 

[MRJB]

fyi In case you get into a tussle with BMW and need the mediation service referenced in the warranty, us scooter drivers are out of luck. The language appears to be lifted from their auto warranty. Only help for two wheelers are for motorcycles in California.

 

[Skutorr]

When you are in an area with no competition, you can afford to be this way. BMW acts completely different and pro-active in Europe. Here?
BMW must mean Bite Me, Whiners....

 

[MRJB]

Skutorr, that is so darn funny, in a sad sort of way.

Well, it's been 5 weeks since starting this thread. BMW staff didn't take me up on my offer to share all of my interactions with customer service. It's a tough feeling being ignored as a customer.

This is the one year anniversary buying the bike.

 

[Vago]

I talked to Brittney at BMW customer service . . . . if this is any indication of BMW customer service . . . . we're 'f'd . . . .

 

[davewho]

Wow, just wow! I am a very long term BMW motorcycle owner. I was about to buy a scooter. Of course I immediately assumed it would be a BMW. Now, not so much.
(First, possibly last post.)

 

[Oldscoot]

Wow, just wow! I am a very long term BMW motorcycle owner. I was about to buy a scooter. Of course I immediately assumed it would be a BMW. Now, not so much.
(First, possibly last post.)

So folks - are we really making any progress here? Just askin'.

 

[TN_Sooner]

I've been on the Modern Vespa site to see the problems that some people have with Vespas and Piaggios. Sometimes it can seem (from reading threads) that the bikes are very troublesome. The facts are, most of the Vespa and piaggio owners are satisfied. But no one starts a thread to say "let me tell you how great my bike is". They are just riding.

Thus, I don't think any prospective buyers should assume that most BMW scooter owners are having trouble with BMW. Most of us are happy with our bike and bmw.

I am sorry that a few have had/are having problems with their bikes and with getting BMW to solve the problem. You can also find piaggio and Vespa and Toyota and Chevy and Porsche owners that have the same problems.

 

[Oldscoot]

I've been on the Modern Vespa site to see the problems that some people have with Vespas and Piaggios. Sometimes it can seem (from reading threads) that the bikes are very troublesome. The facts are, most of the Vespa and piaggio owners are satisfied. But no one starts a thread to say "let me tell you how great my bike is". They are just riding.

Thus, I don't think any prospective buyers should assume that most BMW scooter owners are having trouble with BMW. Most of us are happy with our bike and bmw.

I am sorry that a few have had/are having problems with their bikes and with getting BMW to solve the problem. You can also find piaggio and Vespa and Toyota and Chevy and Porsche owners that have the same problems.

Amen Bro. +1

 

[Xian Forbes]

My 946 Vespa is recalled.

 

[Wylie7]

Red Vespa/piaggio.... I spoke to a Dealer friend of mine about getting another GT300 and he 'advised' me that more and more parts were sourced from China and yet the prices continued to rise..... As did cases of unreliability.......


Sent from my iPhone using Tapatalk

 

[Eccles]

Wow, just wow! I am a very long term BMW motorcycle owner. I was about to buy a scooter. Of course I immediately assumed it would be a BMW. Now, not so much.
(First, possibly last post.)

It really is up to the dealer you use that defines the experience. I've done over 20000ks on these scoots and they have both been solid and reliable. Not that I have been issueless, but those where minor and promptly rectified by the dealer for free and never stopped me from riding.

But more importantly, to echo another owner over here, if it blew up tomorrow I'd race out and get another one without hesitation.

 

[Xian Forbes]

There is a good argument as to why Tesla binned the traditional dealer network for a more factory direct purchasing and maintenance programme.