Norrie C

Shocking after sales

After sales manager at Douglas Park Motorrad is absolutely shocking and should be ashamed! Delivering my bike back in a state. I had an issue with errors coming up for the adaptive headlight. Phoned them up and set a date to ride in for it to be plugged in and diagnosed. I asked while I was there if someone could look into why my wheels are becoming discoloured under the surface because it’s a issue that’s been getting gradually worse since I bought it new back in April and done under 4000 miles and that it’s a issue I’ve never had on the rims ( not spokes ) of any bike I’ve owned. They checked the bike and decided to book it in for replacement headlight, faulty fuel cap and faulty cam tensioner on the left side all under warranty. They recommended collecting the bike so that they could inspect the wheels while clean as I’d just ridden 30+ miles on the coldest day of the year December 1st in -3 to -5 temperatures it didn’t come above 0 all day and touches of snow just to get it to them for diagnostic so understandably it was filthy from the roads. I agreed and on the 8th of December it was collected from my home for the work done and returned on the 13th. The After sales manager rejected the warranty claim on the wheels claiming it was “environmental” so I asked for it to be escalated to BMW UK who he then told me rejected the claim…… that’s turned out to not be true. He’s making claims that I don’t look after my bike properly. I’m pretty sure anyone who knows me will know this is far from the case. Apparently I gave them the bike dirty with salt on it! Below is photos taken in the workshop when they received it images 1-4 I think we can all say the bike looks clean other than the discolouration on the rims in 2 of the photos ? Thats how I have it to them. When the engineer delivers the bike back I asked that he take photos of them again these are photos marked Delivered 5 - 10 There’s salt on the rims and there’s oxidisation / rusting occurring on the bottom of the spokes as you can see I’ve pointed to some in red. Somehow my bike that was with them for 5 nights has come back in a worse state than when given to them and and this after sales manager is blaming me saying it was like that when they got it. Clearly not! If they look at images 1-4 that I pointed out the bikes not got salt on the rims and not in the same condition 5 night before while in their workshop. All these photos are photos taken by them without any intervention from me so they can’t dispute something or someone has messed up! To come back to me like this it’s not been looked after or stored properly that’s for sure. If I give them a clean bike with NO salt I expect the same back. He’s been dismissive of this and blaming me so I’ve escalated it to BMW UK and asked to speak with the dealer principal. These are supposed to be adventure bikes and we pay a premium for them! We also expect our property to be looked after when it’s in their care. BMW UK are reporting back to me because because they have no note on the system of them contacting regarding these wheels. BMW UK who I can’t fault this far have told me ( in their words ) “there’s inconsistency’s between what I’ve been told and what they have been told that needs investigating. If you have a BMW don’t even consider taking it here and use one of the other dealers. I’d kept this to myself but on the day of handover the bike broke down 22 miles after leaving the dealership. This was due to the wrong battery being fitted and should have been replaced due to a recall. Then at the first service (500 miles) someone left a spanned wedged between my casing and the crash bars! I didn’t notice until I was home 42 miles away this literally could have come off and killed someone or caused an accident for me. Theres many things could have happened that thankfully didn’t. I don’t regret the bike choice but I’m seriously regretting the dealer choice the lads in sales are nice but the aftersales is a shambles. I know I’m not the only one as someone else is having a similar issue.