BMW does not care about me

[ibking]

My Scooter has been in the shop going on 60 days. I call the 800-831-1117 number to see what could be done, the person on the other end transfered me to a specialist his name is Zack G. Last week monday, Zack G. ask me, do you want your money back? I said "no, but after 50 days, give me a scoter to ride, replace it" Zack G. said he will look into it and he will call me back in a few days Thursday or Friday he even gave me his extention number.

No call from Zack G. Thursday so I call him, I get a recording, I left a message to call me back. Friday no call from Zack G. so I call him, I get a recording "please leave a message" I leave a message for him to call me back, no luck there. I call today today no answer from Zack G. now I get the hint. There is no support from BMW so I will not support BMW, BMW just wants me to go away. I won't stop here I'm not finish yet.........

Today Update Oct 18, 2013 I'm on day 60 ( DID YOU HEAR THAT BMW, DAY 60 ) (REPLACE MY LEMON C650GT BMW) The case has been turned over to a guy name Mark at BMW, Zack G. is no longer on the case. I really believe there just trying to stall untill the repairs are made. I know about the " LEMON LAW" here in California. BMW told me that if I bring in an attorney into this, then they drop the case and I will get no help from BMW.

Thank you all on this fourm for your support

 

[FloridianRobert]

Perhaps I missed something, but what is wrong with your scooter to cause it to be in the shop that long? This sounds like terrible customer service to say the least?? Sorry to hear you're having such a go with them.

 

[bill steele]

Does California have a lemon law You should try using that if you don't get any satisfaction Get a lawyer to call them.

 

[Skutorr]

Perhaps I missed something, but what is wrong with your scooter to cause it to be in the shop that long? This sounds like terrible customer service to say the least?? Sorry to hear you're having such a go with them.

To Recap:

IBKING has put around 10,000 miles or so on his C650GT since he bought it new, one of the first in the country. In an earlier post he mentioned LOTS of metallic, rattling sounds when cold that took forever to go away upon warm-up. Others chimed-in with a similar observation, and the consensus was possible valve noise. In other words, as the noisy valves fully heat-up, clearances decrease and noise lessens. (Sure, in an old pushrod motor without overhead cams and adjusting shims!)

Soon after, his timing chain that runs the cams blew-up and bent valves, which HOLED a PISTON! He can't seem to get ANY of three possible answers from BMW:

1) Repair the motor with new parts. (GOOD LUCK getting the local Dealer to try THAT...)
2) Replace the entire motor with a new one from the Factory. It's what the Dealer asked for...no answer from BMW...
3) After 2 months of inaction, just GIVE HIM ANOTHER FUCKING C650GT!!!!!

Oh, and it WAS CAUSED by a DEFECTIVE Timing Chain Tensioner failing. The tensioners have failed NUMEROUS times in Europe, and they are replacing the tensioners and chains ASAP under warranty if they are rattling. BMW KNOWS it's a DEFECT...and over here blows it off...

BMW = Better Management Wanted...

 

[FloridianRobert]

They need to get on option 3 immediately. I wouldn't want mine rebuilt! I would want it replaced. Thanks for taking the time to spell this out. Somehow, I missed all of this. Perhaps the rest of us need to contact them as well and try to push this thing on their behalf. Word of mouth, especially negative can go a long way towards getting them to do the right thing. Otherwise, they won't sell many of these units in the states with a shitload of bad reviews and publicity.

 

[SteveADV]

Perhaps the rest of us need to contact them as well and try to push this thing on their behalf. Word of mouth, especially negative can go a long way towards getting them to do the right thing.

I AGREE 100%. I admit to being a corporate guy and I can tell that if one of our customers was that unhappy, I would do whatever it takes to fix the problem. I would definitely want to know about the problem. And if I heard about it from more than a few people I would jump on it fast....super fast.

There are nearly always two sides to every story and I admit to initially being skeptical as to IBKing's claims. So I went back and looked at previous posts. He has been consistent and thorough. If we want to have the best bikes on the market (I love my 650GT, by the way), we need to help BMW by helping IBKing.

So, IBKing, do you have a BMW email address you have been in contact with? I took only a couple minutes trying to find a customer service email address and had no luck; though I admit I did not do a deep dive.

 

[iflywoe]

I know every product is going to have some kind of issue, but if the company (BMW) doesn't take care of the problems and or concerns or help us in the right direction, then I see how its disappointing. I wish you luck and I hope it doesn't happen to anybody else but like the prior post said give their info and I will email them too. My bike does run different before it warms up ;-(

 

[Oldscoot]

I was willing to pay a premium price for a premium brand. We need to let BMW know that it needs to be a premium company. The potential pool of customers for this product is too small and is too connected to the Internet for legitimate claims not to be addressed.

 

[MRJB]

I, too, was willing to pay a premium price for a premium brand. My bike hasn't worked correctly since day one (gas gauge). No word about finding a fix. After only two calls to customer service, I'm sure I've been labeled as a "problem customer."

I love the bike and continue to ride it but there is always the nagging doubt about what will go wrong next and will BMW care about me the customer and get it taken care of promptly. Heck, just last week the bike now won't hold idle and dies in cold weather when the engine is warm. Like the gas gauge, it's an irritant I can live with in the short term since the dealer is located so far away. Still, a premium brand? No way. I put 25,000 miles on a used Honda Silverwing with zero issues.

Supposedly, major corporations monitor social media. You would think BMW would realize, "gee, we seem to have a quality perception problem brewing." If they do, they don't care. Anyway, I'd be interested in an email address, too.

 

[ibking]

I know every product is going to have some kind of issue, but if the company (BMW) doesn't take care of the problems and or concerns or help us in the right direction, then I see how its disappointing. I wish you luck and I hope it doesn't happen to anybody else but like the prior post said give their info and I will email them too. My bike does run different before it warms up ;-(

[email protected].

thanks for your support

Joe

 

[SteveADV]

All....When sending an email to Customer Service, it is typically best to keep it brief and non-inflammatory. You might also want to include the link to this specific thread. Also, anonymous communications are not taken as seriously as those signed by the author, but if you do not want to include your name, send your email anyhow.

I can pretty much guarantee that there is not a BMW executive that really does not care about the quality perception of their product. Sending an email voicing your product/customer service concern may or may not specifically help Joe (although I hope it does), but it will at the very least be cause for some discussion around the BMW scooter group's USA marketing HQ.

Joe....Please keep us up to speed on your situation. My email went this morning. If there is a closer contact than the customer service address (their Regional Rep, for example), let us know.

Thanks.

Steve

PS to the Forum: Remember, nearly anyone can post on this forum including those that may be selling a competitive product or have some other axe to grind. Looking for consistency and the extent to which the poster is reasonable is important when discerning the true nature of the post. Even then, some goofballs get through the admin process. This situation appears (to me anyhow) to be the real deal.

 

[SCOOTERHELP]

I had a similar issue and resolved it under the Lemon Law with BMW(No Lawyer required). Send me you ph# and I will be happy to discuss.

 

[Oldscoot]

IBIKING wrote:"Zack G. [BMW] ask me, do you want your money back? I said "no, but after 50 days, give me a scoter to ride, replace it..."

If BMW is willing to refund your purchase price (assuming that includes dealer prep. etc.) you could buy a new BMW or another brand or just pocket the money. Have you explored this further?

 

[SteveADV]

I did receive a response to my email to BMW Motorrad Customer Service. I sent my original email on the 19th and included the forum link. Receiving a response back on the next business day with a name and a phone is the BMW service level we have come to expect. Then again, IBKing may have received the same email.

**********************************************************

Dear Steve,

Thank you for contacting BMW Motorrad USA.

Your comments are valuable, as they provide an opportunity to improve the level of service our BMW customers expect and deserve. The impression of a lapse of customer service is not consistent with our commitment to automotive excellence and superior service.

We appreciate the time you have taken to write to us. Please be assured your comments will be shared with our management team.

The BMW Motorrad Customer Relations and Services Department is available Monday through Friday from 9:00 a.m. to 9:00 p.m., ET. You can reach us at 1-800-831-1117.

Regards,

Erin Roberts
BMW Motorrad USA

-----Original-------
To: custsrvc <[email protected]>
Subject: BMW Scooter Service Level

I, and many other participants on the BMW Scooter Forum, have some concern about BMW's commitment to providing BMW-type service for the new C600 and C650GT scooters. Please see the link below.

http://www.bmw-scooters.com/forum/c600-c650gt-general-discussion/327-bmw-does-not-care-about-me.html

As you can see there is a broadening of concern as to the ability - or interest - of BMW to provide a high level of service in what may be an expanding product line.

No doubt, BMW's brand is purchased (or considered for purchase) by many of the members on the Forum across several product lines. One might wonder if this problem could spread to the motorcycle and car groups.

I hope this brief note provides some insight into a growing concern among BMW customers.

Steve Reagh

Sent from my iPad

 

[Skutorr]

Wow. All neutral responses with NOTHING SUBSTANTIVE said. NO answers or replies addressed any of your questions and issues; nothing he said would be considered an admission of fault or shortcoming on their part in court. Re-read it, a VERY CAGEY letter, obviously run past legal first...

 

[Skutorr]

They DON'T Jack you around in EUROPE!

If you wonder if this would have been dealt with differently in Europe...IT WOULD HAVE!!!

Follow THIS post of a new member who joined the ITALIAN BMW Scooter Forum. He stated in his intro that he was only about 50% satisfied with his experience with his C600Sport. When they wondered why, this was his response...

marktiello
Thanks for the welcome, you're really true gentlemen. Coming to the point I had several scooters between: Piaggio Beverly 500, Aprilia Atlantic 500, Yamaha Majesty, Piaggio Beverly 350 sport, Honda Dominator, Aprilia Pegaso CUBE, then I remember, I never had a twin-cylinder. I’ve had my BMW 600 Sport for about 13000 km, bought new last year, and I'm having problems. Or, is it just routine maintenance of this maxi scooter? —:

1) 6000 km was walking (tow truck) Problem? Reset the CPU. Result? Ok.

2) 8000 km was walking (tow truck) Problem? There was a disconnected electric plug, can't remember where. Result? Ok.

3) 11000 km Problem? Chain tensioner noise. Repair? Ok (but can still feel it a bit)

4) 12500 km Problem? Noisy clutch! Repair lasts one day, after it still does it again and is even a little worse (starting slipping and jerking from revving)

5) Is this all routine maintenance or a defective scooter?

About the reading in the forum that these are defects that everyone has to some degree, not considering the warranty if I want to permanently solve the problem by buying a clutch of the GP 800 will that work? Or ,do I need to change entire transmission? Variator, Clutch and Belt? If you change them, which brands do you put in?

I’M THINKING THAT WITH ONE MORE PROBLEM I’M GIVING IT BACK TO THE DEALER IN EXCHANGE FOR A YAMAHA AND I GET A T-MAX 530. DO YOU AGREE; IS IT BETTER AND MORE RELIABLE?

AS YOU CAN SEE GUYS, I’M VERY CONFUSED; HELP ME MAKE PEACE WITH MYSELF.

THANKS AGAIN FOR YOUR ATTENTION,
GREETINGS TO ALL

dinobmw
Solve everything with the kit Moscatelli

abbada
I agree with what has been written by Dinobmw; the Moscatelli kit solves everything. You should contact the seller, on the forum you will find the contact details and then from Naples is a walk coming to Rome.
Bye!

marktiello
Excuse the ignorance but guys haven't been able to find these contacts of Mr. Moscatelli. If you have them you can give them to me either directly or however you want?
Thanks again for your dedicated attention.
Bye, everyone!

abbada
Mark the contact of Moscatelli Moto
Via Giacomo 12/14/16 Tours Rome
Tel 0639380512
P.S. Ask Maximilian is he the owner and is a smart guy.
Bye!

dinobmw
Very smart

marktiello
THANKS AGAIN GUYS! HERE IS YOUR UPDATE. THIS MORNING I WAS AT BMW AND THEY TOLD ME THAT I’LL GET A NEW ONE WITHOUT SPENDING A DIME, JUST THAT I HAVE TO WAIT A WEEK TILL IT ARRIVES FROM BERLIN! THEN I’LL TRY IT AND IF IT GIVES ME ANY OF THE SAME OR OTHER PROBLEMS, WHEN THE 2014 MODEL COMES OUT I CAN HAVE ONE OF THOSE IN OTHER COLORS (HOPEFULLY WITH A BETTER CLUTCH) AND I’LL GO PICK-UP A BRAND NEW WHITE ONE!
THANKS AGAIN FOR ALL YOUR AVAILABILITY AND PROFESSIONALISM.

 

[SteveADV]

Hopefully we'll hear a positive update similar to marktiello's.

 

[ibking]

DAY 65 AND STILL NO BIKE AND NO SUPPORT. bmw will NOT help me. The first rep. assigned to my case (zack grose) flaked out and turned it over to a ( mark pechko ) and now he is flaking out, will not answer my calls, will not get back to me. I tried to talk to there supervisor but they will not let me. BMW YOUR SUPPORT SUCKS

 

[SCOOTERHELP]

DAY 65 AND STILL NO BIKE AND NO SUPPORT. bmw will NOT help me. The first rep. assigned to my case (zack grose) flaked out and turned it over to a ( mark pechko ) and now he is flaking out, will not answer my calls, will not get back to me. I tried to talk to there supervisor but they will not let me. BMW YOUR SUPPORT SUCKS

What does the GM at the dealer have to say? They should be helping you.

 

[JaimeC]

There are three sides to every story. What he says, what THEY say, and the REAL story. Keep in mind we're only hearing one side...