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14348
05-22-2010, 01:54 AM
Have a 2010 R1200GS Adventure with all the bells-n-whistles on order - can't wait for delivery - ordered it 5 months ago. Love the bike - but man, the wait is killing me. So, what gives with BMWNA's customer service, you call and you get lip-service. There was a time years ago BMW was somewhat "customer-centric", but no more. The local dealer is frustrated, and BMWNA isn't helpful at all. Anyone have any suggestions? I've been riding BMW's exclusively since 1977 and never had the problem with them that I'm having now. You'd think in this down economy, they would be jumping at the opportunity to deliver a new bike. And if BMWNA is monitoring this forum, contact me, and let's talk. I've called your customer service people twice and gotten nothing but a run-around.

PGlaves
05-22-2010, 03:25 AM
I don't know. Who is your dealer and what do they say? What did they tell/promise you when you ordered it? BMW sales are up 20% in the U.S. this year over last, and they probably shrank their inventories to keep costs in hand. But, this still seems like a big problem.

DARKCLOUD
05-22-2010, 06:18 AM
Take a look at Trader on line. 34-2010 R1200GS's. Go figure. Call Honz at Gateway BMW. If he can't get you the GS you want and ship it to your house nobody can.

Jon

ka5ysy
05-22-2010, 11:33 AM
Hebert BMW in Baton Rouge has a nice GSA in stock right now!

14348
05-22-2010, 12:08 PM
Here's the deal, I gave my dealer a deposit, and they tried for over 2 months to get BMW to accept the order - I called BMWNA Customer Service once, and was told by a young lady to "Go to another dealer" - I had to inform her that I had been using this particular dealer for about 20 yrs, and that they had been a BMW Dealer since 1968, and there was something called Dealer Loyalty. The dealer tried again to place the order, and BMWNA wouldn't accept it. I called again and asked what the problem was and got some sort of run around. I finally told them it was BS, and if they kept it up although I had been a loyal BMW Rider/Customer since 1977, that I would by another brand from my dealer as they are a multi-line dealer. Well, they finally accepted the order, but then it was another month before we found out the production date was June 2 or 4, and then it would be mid-July if I was lucky before I received it. I'm sorry gang, I support my local dealer because that is what keeps them in business, and this particular dealer has been around since 1948 - so obviously they are doing something right. BMWNA on the other hand, has one pissed off rider. Maybe after 33 yrs of riding BMW's I should try another brand - Obviously BMWNA doesn't give a crap about loyal customers.

ka5ysy
05-22-2010, 12:23 PM
One thing you must understand is that dealerships are allocated specific quantities of bikes, and the production runs are fixed based on that. The factory cannot instantly reconfigure to make a specific setup, so there are delays for custom orders. Most dealers I am familiar with would work with you to locate a bike that fits your needs. Many bikes are configured with full option lists as ordered by the specific dealership, so simply calling around by your dealer should be able to located a bike. Talk with them and see if they can locate one for you, rather than expending a lot of energy getting upset with production delays. Life is much too short for that. Your local dealership will still service it for you and that relationship is most important.

darrylri
05-22-2010, 12:31 PM
In 2006 I ordered a 2007 model R1200ST, as BMW NA was not going to import that model, that year. My dealer placed the order in December of 06, with a build date in March 07 and I got my bike in LA in the middle of April.

I don't know what the problem is between your dealer and BMW NA, but the delays in building and delivering a custom order are not surprising. BMW AG will only build your custom ordered bike when they have the production line set up for that model and for this market, and those times are generally scheduled the previous fall.

texanrt
05-22-2010, 12:32 PM
One thing you must understand is that dealerships are allocated specific quantities of bikes, and the production runs are fixed based on that. The factory cannot instantly reconfigure to make a specific setup, so there are delays for custom orders.

I was at the Triumph / BMW dealer a couple of weeks ago and heard him telling somebody on the phone that his parts orders could be delayed for several weeks because of the Icelandic volcano eruption. When he got off the phone I asked if that was affecting everybody and he said all the European manufacturers were suffering delays that could push orders back weeks or even months until they catch up. Perhaps BMW is having trouble getting parts into the production facilities -- could this be one of the reasons for the delay?

Motodan
05-22-2010, 12:41 PM
One way this can happen and does especially now, is your dealer may be having financial problems with BMW and no one will admit it. BMW will refuse dealers bikes and parts if they get sideways with them financially...this has been happening more and more over the last two years.

Go to your dealer or another...or just call them and ask them to do an inventory search for you...both by dealer inventory and BMW NJ warehouse. See if there's a bike there like you want. If there is, your dealer either can't or won't get it, probably due to financial problems...like BMW wanting cash up front before shipping or he is just lazy or lying to you, or both.

If there is a model like you want in all the pipeline...go find a dealer capable to get it or change what you want to what is available. Five months is a joke.

Motodan
05-22-2010, 12:43 PM
I was at the Triumph / BMW dealer a couple of weeks ago and heard him telling somebody on the phone that his parts orders could be delayed for several weeks because of the Icelandic volcano eruption. When he got off the phone I asked if that was affecting everybody and he said all the European manufacturers were suffering delays that could push orders back weeks or even months until they catch up. Perhaps BMW is having trouble getting parts into the production facilities -- could this be one of the reasons for the delay?

Don't think they are flying many bikes over. Last I looked ships weren't being limited due to air ash from China or other BMW parts sourced areas.

cbck1200s
05-22-2010, 02:20 PM
Have a 2010 R1200GS Adventure with all the bells-n-whistles on order - can't wait for delivery - ordered it 5 months ago. Love the bike - but man, the wait is killing me. So, what gives with BMWNA's customer service, you call and you get lip-service. There was a time years ago BMW was somewhat "customer-centric", but no more. The local dealer is frustrated, and BMWNA isn't helpful at all. Anyone have any suggestions? I've been riding BMW's exclusively since 1977 and never had the problem with them that I'm having now. You'd think in this down economy, they would be jumping at the opportunity to deliver a new bike. And if BMWNA is monitoring this forum, contact me, and let's talk. I've called your customer service people twice and gotten nothing but a run-around.

I can appreciate your efforts to support your local dealership but there must be a time limit on how long you'd be prepared to wait. Frankly, I'm not that patient when it comes to that sort of thing.

I'm sure your dealership understands that you have certainly made an effort to give him your business but there's got to be a reality check there somewhere. I'd be doing an online search or calling up dealerships within range and purchasing an in-stock model NOW.

Your dealership will still benefit from after-purchase service and warranty work.

cbcK1200S - Colin

PGlaves
05-22-2010, 02:29 PM
Dealers have the ability to swap bikes or to get a bike from another dealer. Frankly, they do it quite often. Your tale is a dealer and inventory distribution issue, not a BMW Motorrad USA issue.

Why in the world should BMW take your order and build you a bike when bikes like your order are sitting unsold in inventory someplace? If I ran BMW, I wouldn't.

widebmw
05-22-2010, 04:16 PM
But then there is Suzuki who is not going to bring in the 2010's.
I saw it online so it must be true.
http://www.motorcycle-usa.com/5/473/3/Motorcycle-Blog-Post/No-2010-Suzuki-Sportbikes-.aspx

Motodan
05-22-2010, 06:54 PM
Have a 2010 R1200GS Adventure with all the bells-n-whistles on order - can't wait for delivery - ordered it 5 months ago. Love the bike - but man, the wait is killing me. So, what gives with BMWNA's customer service, you call and you get lip-service. There was a time years ago BMW was somewhat "customer-centric", but no more. The local dealer is frustrated, and BMWNA isn't helpful at all. Anyone have any suggestions? I've been riding BMW's exclusively since 1977 and never had the problem with them that I'm having now. You'd think in this down economy, they would be jumping at the opportunity to deliver a new bike. And if BMWNA is monitoring this forum, contact me, and let's talk. I've called your customer service people twice and gotten nothing but a run-around.

It would help by telling you where the bikes are close to you, but your profile isn't very forthcoming so I know not where you live. I have access to BMW's dealerspeed network. I checked on 2010 GSA models in USA dealership inventories. As of 10 minutes ago there are 317 GSA bikes spread across our US dealers. I didn't break down each of the three colors available, but the white "30 year" model represents 32 of the 317. Most of them are pretty well loaded. There are a few dealers with more than one of the 32. Assuming the other two colors represent 1/2 of the remaining total, there's 133 of each..and I imagine more than a few of them are fully loaded.

I can tell you BMW has none currently in Priority 5, which is their warehouse stock of bikes, from which they would ship to your dealer. In fact, the only 2010 model year showing in Priority 5 is the new super duper crotch rocket.

So again, ask your dealer or some dealer to do a search for you. The bikes are in this county, just not at your dealer...and obviously your dealer isn't working to hard to get you one of them.

dwestly
05-23-2010, 11:09 AM
The first anniversary edition 1200GS just arrived at out dealer here in Tampa...Good looking bike, although the red seat takes some getting used to...now if they would just get their first new Multistrada in...

PowderkegPete
05-24-2010, 02:46 PM
Sounds to me like your dealer has some kind of problem with BMW NA and perhaps with other dealers. There are three BMW dealers within 40 miles of where I live and all of them have GS and GSA models in stock. Why your dealer couldn't or wouldn't work a trade with another dealer is known only to your dealer. But, you know, the beauty of the marketplace is that one can demonstrate their disapproval of whatever status quo they experience by voting no confidence with their feet and wallet. When I was unable to get the new R1200R I wanted from any of my area dealers without having to order and wait several months, I bought a new Ducati Monster 1100S with which I am thrilled. BMW's loss was Ducati's gain. I'm not POed at BMW NA or my local dealers. They know that an essential rule of the marketplace is: 'you can't sell what you don't have.' Exercise your consumer power. Don't let any seller hold you hostage to a bunch of BS and non-responsiveness. Make sure your first loyalty is to your wallet, not a brand or dealer.

Pete

Rudyjo
05-24-2010, 03:00 PM
I would go back to the dealer and explain that you have waited 5 months and
would like to do business with him, but if he can't have the bike ready to be
delivered to you within a month, you will cancel the order.

dwestly
05-24-2010, 03:51 PM
Agree. Bikes are available and the dealer should be working to satisfy you, not the other way around. Get them to pony up or take the business elsewhere...

Motodan
05-24-2010, 05:46 PM
See my earlier post. Send me a PM and I 'll tell you where the GSAs you want
(color and options) are located.

MAYLETT
05-24-2010, 07:02 PM
You know, this whole thread illustrates something that I've concluded over the past year, but have been hesitant to spend much time talking about on this forum. I bought my first BMW motorcycle last year, and expected a very different (and better) kind of customer service experience than I've received from BMW.

Whether it's BMW Motorrad, their North American operations, the dealerships or the entire system, I don't know, and the exact reasons don't really matter all that much to me. What does matter is that, as much as I've liked my RT, my experience has been that I bought a bike from a company that really doesn't care all that much about its customers, and that seems a bit clueless about the fundamentals of good public relations. And this seems to be true from the big things all the way down to the minor, trivial annoyances and poor communications.

Sure, there are all kinds of reason why a factory order for a motorcycle should take months, and there are reasons why a dealership might be unable to secure a requested motorcycle faster. However, a company with a clear focus on serving its customers would put a priority on correcting the causes of these problems and finding workarounds to keep them and one-off glitches from affecting their customers and their customer's opinions on the company and its products.

For example, could their be a better public relations gesture than for a senior executive at BMW, after having been made aware of this thread by subordinates assigned to monitor social media, to make a personal call to the original poster to apologize for the order delay and offering an expedited solution? If this or anything like it happens, however, I'll be surprised. Instead, BMW will likely just remain aloof, seemingly not care, let the problem fester and, ultimately, contribute even more to their reputation for bad customer service.

deilenberger
05-24-2010, 07:17 PM
For example, could their be a better public relations gesture than for a senior executive at BMW, after having been made aware of this thread by subordinates assigned to monitor social media, to make a personal call to the original poster to apologize for the order delay and offering an expedited solution? If this or anything like it happens, however, I'll be surprised. Instead, BMW will likely just remain aloof, seemingly not care, let the problem fester and, ultimately, contribute even more to their reputation for bad customer service.That actually does happen on occasion - but how would you have the BMW-Motorrad representative contact the OP. He would have no name, no location, nothing to identify the chap by except the user ID "14348"

I suspect they would need a bit more then that to go on..

Motodan
05-24-2010, 09:04 PM
That actually does happen on occasion - but how would you have the BMW-Motorrad representative contact the OP. He would have no name, no location, nothing to identify the chap by except the user ID "14348"

I suspect they would need a bit more then that to go on..

How?

By having an intern at BMW NA looking at pending orders on a regular basis (not reviewing forums like this one) and going into action based on a certain expectation threshold. Lets say management sets a 90 day threshold. When an order reaches the 90-day mark (in, lets say, a current 60-day delivery environment), they contact the dealer, then if necessary, the customer, to update them on why there is a delay and what to expect.

As a saleperson, for BMW, I constantly receive notifications from our representative that there is a potential customer (someone who has visited a BMW site and indicates they want to be contacted). Of course this is to sell them something, not to help them understand a process or other out-of-the-ordinary problem(s).

I have to agree. If BMW can follow up on someone who checks an online box, stating they might want to purchase a bike in the next 12 months, they should damn well be able to check an already pending (money no doubt on deposit) order list. Appears to be a misunderstanding of fundamental customer service concepts on BMW's part, given such a situation.

Than again, if OP is following up with dealer on same level of openness and detail as he is here...no wonder there's a communication gap.

MAYLETT
05-24-2010, 09:42 PM
That actually does happen on occasion - but how would you have the BMW-Motorrad representative contact the OP. He would have no name, no location, nothing to identify the chap by except the user ID "14348"

I suspect they would need a bit more then that to go on..

Well, that's a legitimate problem for BMW, of course. And I have no idea about the specifics of this particular problem other than what's been said here. My comments were really meant to be less about that and more about what seems, from the outside looking in, to be BMW Motorrad's corporate culture of not being particularly customer-centric.

It seems especially puzzling to me given that they pay a good deal of attention to protecting and developing the integrity of their visual brand yet pay seemingly little attention to branding as it relates to end-customer satisfaction and general public perception of BMW Motorrad being a customer-oriented organization.

For a company more dependent than most on upscale image and customer loyalty, this seems like a strategic flaw. Companies whose internal cultures are more customer-centric pay a good deal more attention to developing internal processes that, first, head off common and/or recurrent sorts of customer complaints before they have a chance to fester and, second, actively and aggressively tackle the one-off problems as they arise in order to maintain and foster a reputation of being responsive to their family of loyal customers. This just does not seem to be a priority for BMW.

DARKCLOUD
05-24-2010, 10:26 PM
OK so you get ahold of BMWNA with your problem, then they tune up the dealer. The dealer will figure out who went over their head, and you are going to get treated like crap. What recourse do you have?

JON

deilenberger
05-25-2010, 01:26 AM
And do we know if the original dealer actually placed the order? I don't.

With the limited info we have - we have very little in the way of factual info to base criticism of what BMW-Motorrad has or hasn't done. We do have indications that for some reason or another (and we don't know why) - the dealer isn't busting their nut to satisfy the original poster.

Bashing anyone - BMW/Motorrad, the BMW dealer, the OP is simply Interwebz speculation at this point.

14348
05-25-2010, 01:43 AM
I have dealt with this dealer for almost 20 years - they are VERY customer oriented. However, (there is always a however isn't there). There have been for years a problem between the dealer and BMWNA. Now it's come down to the fact that myself and others have placed deposits on bikes with this dealer, and BMWNA doesn't want to fill the orders. I have been told to go to another dealer by BMWNA. The dealer has reviewed what's in the warehouse, and there isn't a bike with the options I've asked for. Further, I've been told by a couple of other BMW dealers they are reluctant to do dealer trades on the GS Adventure because BMW wants to limit the production on the 2010 model, and they don't know if they can get enough to satisfy their own customers needs.

I'm fairly easy to get along with, and have called BMWNA. Like I said, I was told specifically the first time that I called, that if I wanted the particular model, to, "Buy it from another dealer." End of conversation, have a nice day. The 2nd time I called, I was informed that "Production had been stopped on the R1200GS Adventure, and I would have to take what ever bike they had in inventory." That was in early April. It wasn't until after I said, "Well, before I do that, I'll buy brand X or brand Y from the dealer. At least I know that Brand X and Brand Y supports this dealer."

I guess it's all a moot point, the bike is "...supposedly coming off the production line June 2 or 4, and should be shipped to the US in July." Well, so much for planning any vacation time...

Ok, fair enough - now for the rub - the very next day (May 7), a 20yr old blond twink driving her mommy's Cadillac Sedan Deville decided to defy the laws of physics, and have said Caddy occupy the same space I was occupying on my 2001 R1100SLA. The S was destroyed, and I was pretty well bruised up. The right cylinder literally save me from massive crushing injuries to my right leg. Fire Rescue, EMS, and the local PD were amazed I was alive. She made a left hand turn from the center lane of a 3 lane one-way street. Only problem is, she was flapping her jaws on her cell phone, wasn't paying attention to the fact that I was in the left hand lane next to her. Bystanders were saying "Wow, I saw it happen, I don't believe he's alive." To which I retorted, "Sorry to disappoint you that I'm not dead, now excuse me while I call my wife."

Not that any of this makes a **** bit of difference. I guess bad luck just follows me. For what it's worth, my tag 14348 is my BMWMOA membership number from when I joined the MOA in 1978.

End of story - end of thread - I appreciate everyone's comments, and fully understand and appreciate that the "OP" is an ******* and must be his fault he can't get BMW to deliver a bike without waiting 7 months.

deilenberger
05-25-2010, 02:06 AM
End of story - end of thread - I appreciate everyone's comments, and fully understand and appreciate that the "OP" is an ******* and must be his fault he can't get BMW to deliver a bike without waiting 7 months.
I'll have to respect your opinion on the OP.. :laugh as I said - I felt we didn't know enough to really form any opinions. (Tongue firmly in cheek..)

As far as it being your fault - the only "fault" I can see is you have remained loyal to a dealer with a troubled relationship with BMW.

I don't actually see that as a fault, but it does present you with the dilemma of seeking another dealer if you wanted the bike more quickly, or accepting that it was going to take some time if you wanted this specific bike from this specific dealer.

Damn shame about your SLA.. Glad to hear you weren't injured.

MAYLETT
05-25-2010, 03:14 AM
With the limited info we have - we have very little in the way of factual info to base criticism of what BMW-Motorrad has or hasn't done.
We certainly don't have both sides of the story, but taking the original poster at his word, he contacted BMW of North America several times without receiving the explanations, appreciation or treatment he felt entitled to as a BMW customer.

Again, taking him at his word, this constitutes not one, but a series of customer-service/marketing failures and missed opportunities. Whether it was the dealer, BMWNA or both, doesn't matter — the outcome is the same: an upset customer who feels shafted, dissed and underappreciated by BMW and who is sharing his frustration with a forum full of BMW customers and potential customers (their prime demographic group).

From my experience and observation, BMW's customer service isn't terrible — it's just that it's painfully average and unexceptional. These sorts of stories, like the one from 14348, are just all too common. BMW is an upscale brand built around an image of quality. Public perceptions of only average customer service undermines their brand's reputation. Based on both my own experience and paying attention to the experiences of others over the past year, for some inexplicable reason, BMW seems just a bit oblivious to this basic marketing principle, and I find that baffling.

Motodan
05-25-2010, 10:51 AM
I reverse myself to an extent. BMWNA did tell this OP what was going on during his first contact with them. Appears they told him to run - run to a different dealer!

BMW isn't going to tell him the exact reason for them saying - run, but if it were me they wouldn't have to. Makes sense they'd have self imposed limits on what they'll say about their distribution network. I know one dealer, right now, who can't get bikes or parts from BMW without paying, in full, up front. This dealer might be in the same boat...instead of telling potential customers about such a situation, they just keep going through the motions of securing a unit. Would keep what reputation they have (had) in place, for at least a while longer.

Hope posting your limited detailed (one side of the) story, gets the bike to you eventually...and you heal 100%.

DARKCLOUD
05-25-2010, 02:18 PM
Take a look at Trader on line. 34-2010 R1200GS's. Go figure. Call Honz at Gateway BMW. If he can't get you the GS you want and ship it to your house nobody can.

Jon

If you have a deposit on the bike I'dd get the money and run. JON

37071
05-29-2010, 10:13 PM
The first anniversary edition 1200GS just arrived at out dealer here in Tampa...Good looking bike, although the red seat takes some getting used to...now if they would just get their first new Multistrada in...

The very first G/S came with a "red" seat. I found it distinctive.:brow

14348
06-12-2010, 02:41 AM
i was called today with a VIN number and told it was "in transit" - so, i guess i'll have it mid-july :brad

i know it's worth the wait, but it's been frustrating as hell...:dunno

looking back, part of the delay was BMWNA's refusal initially to accept the order even after the dealer had called numerous times and i called twice...:banghead:scratch

then the recall of 120,000 i'm sure caused another delay...

and but of course, the 30th anniversary editions had to come off the line for all those of you that just have to have a "limited edition" model (a couple decals and a red seat with embroidery - woohoo)...:scratch

ok, all sarcasm aside it's almost here - i'll miss both major BMW Rally's but then again, i rarely go to them (i don't care for crowds unless i'm at a football game)...

:violin

Motodan
06-12-2010, 11:33 AM
July of this year....?

bunkyone
06-18-2010, 05:25 PM
Hey all: did anyone notice that the dealer he is using is a multi-brand dealer? I have been told that BMW has "issues" with those dealers who would dirty up there floor space with "off brands". Any truth to this that anyone knows of? Interesting..... Vaya con Dios, Dutch

Motodan
06-19-2010, 11:55 AM
BMW is happy with any dealer that can "push" their products out the door and order more.

There are many dealers selling BMW motorcycles that are multi-line dealers. Columbus, Ohio has two dealers and both are multi-line. Grand Junction, Colorado was last time I was there - Portland, Or. is - both dealers in Indiana are multi-line, Wooster, Ohio - Sarasota, Florida - Beaver Dam, Wisconsin - Nashville, Tennesse - Los Angeles, California - Barrington, Illinois and there are many, many more.

BMW doesn't care, as long as the dealer(s) in question moves bikes, reorders and pays his account. They and we are way beyond the days of being exclusive for exclusive sake....the goal now is to remain solvent and send money to the mother ship.

14348
06-23-2010, 11:04 PM
the dealer in question is one of the ones you mentioned...

Motodan
06-28-2010, 10:39 AM
the dealer in question is one of the ones you mentioned...

Okay