Great Experience Gone Bad

[Gary C]

Hello All

Just a bit of a rant. I hope that some of those that read this thread are BMW dealers or work at dealerships.

I purchased a r1150r privately, great deal with extra accessories, extremely low Km's. The owner agreed to take it to the only BMW dealer in our part of Ontario for safety.

When I went to pick the bike up, I felt like I was a leper . The co-owner/sales rep didn't want to walk me around the bike, very busy, very. But took 1 hr to discuss clothing with the only other customer awaiting servicing on their bike.

Granted I did go to the dealer previous to look and discuss bikes. I had even decided which bike to purchase from them that week (I did not indicate that to the sales rep), but this better deal came up - business.

So, treated like a leper = no customer loyalty on my behalf, I hesitate to take for any servicing as I can't be sure they are not doing servicing that isn't necessary! Basically a very sour taste about BMW Canada's dealership and definitely will not buy from that dealer.

Customer loyalty starts when anyone enters the front door, whether they purchased from that dealer or not. Has anyone else had this happen to them, especially anyone in Ontario, Canada?

Cheers

Gary

[DJ Downunder]

Welcome to the world of BMW....The good news is that they're not all like that.

I have found that the same dealer can have good and bad days re service and customer care.

I hope things get better..At least you've got a great bike.

DJ

[Oilhead]

So let me get this straight. You discussed buying a bike from the salesman/owner but didn't buy from him. You found a beter deal privately and decided to purchase pending the outcome of a safety check from this same dealer. Is this correct? Also did the salesman/owner treat you with courtesy and respect? If so, did you contact the owner/salesman to give him the courtesy of a heads up on what you are doing? If you did then, the fault is with the dealer for being so full of sour grapes. If you did not, then I can't blame the salesman/owner whatsoever. I would be quite taken back too.

[jfbarron]

I live in southern Ontario also. My experience over 30 years of BMW bike ownership has been generally very good.

The dealerships have been getting bigger and more corporate. I used to deal with the smaller ones in and around the Toronto area as they popped up and down. Hannigan's, Carl Hansen, McBrides, Bavarian Motorsports have all come and gone or morphed into something else.

I looked at where Ilderton is located and can only surmise that Wolf is your local shop. They have an excellent mail order catalog and I have used that in the past.

My bike gets dealer serviced at Budds in Oakville, where I bought it and the work has been excellent with the staff very friendly and helpful. Since they are also a car dealership, (flogging BMW, Saturn, Jags and others) they have a deal that gives you a rental car for 30 bucks a day during the service. I have not used it yet, but it is a nice touch. Maybe you should take it there for your next service.

Perhaps as the poster from Connecticut suggested, the sales guy may have felt mislead about your intentions. I think that may be due to the fact that BMW bikes are not as popular as the Japanese makes and Harley Davidsons. So the customers are found one at a time.

In the meantime, I hope that you enjoy your new bike!

[Oilhead]

Perhaps as the poster from Connecticut suggested, the sales guy may have felt mislead about your intentions. I think that may be due to the fact that BMW bikes are not as popular as the Japanese makes and Harley Davidsons. So the customers are found one at a time.

Had Gary C just bought the bike privately and that was the end of it, I don't think it would have been necessary to tell the salesman/owner what he had done; although it would have been a nice gesture to thank him for his time. Nice but not necessary.

However, Gary arranged to have the bike looked at by the SAME dealer yet did not contact the salesman/owner about what he had done. So I'm sure when he saw Gary coming in to the dealership to pick up his bike from service, he must have been a little taken back as well an insulted that he wasn't at least given a heads up. You are bringing in a bike to use his service department yet did not have the courtesy(in his eyes) to let him know that you consummated a purchase elsewhere. It's human nature. Could the salesman/owner been a little more professional about it? Absolutely.

Gary C, I apologize if I sound like I am being hard on you, but that is my take on it. And I'm sure you are a great guy and did not mean to upset anyone.

On a selfish note, I always do whatever is necessary to keep the dealer on my side. Especially a BMW dealer as they are not abundant. It's a two way street and I think a courtesy call to your salesman/owner would have gone a long way to preserve a long time relationship with the sales/parts/service dep't of that dealership.

BTW, welcome to the forum and congrats on the new bike. The Roadster is a terrific bike and you will enjoy it immensely.

[ekiM]

I don't blame the dealer. The clothing customer was probably a good (loyal) customer who was there to actually make a purchase, rather than somebody who was there to check out the goods and then make a purchase elsewhere--which is what he probably thinks you did to him with the bike. Why should he care about you? Loyalty cuts both ways, after all.

Just find a different dealer/service facility and don't worry about it--clearly the dealer feels that he doesn't need anymore business.

-Mike

[Loree]

Not all BMW sales people are as you described. I bought my "new to me" RR at Durham BMW (east of Toronto) and the sales guy went out of his way to help me source non-BMW stuff (lower shocks, lower seat, etc..) He said he could sell these items to me, but it would be less expensive if I went on-line and purchased them directly. I've bought 5 non-BMW bikes previously, and the BMW experience was the best so far.

[hank]

At the time I bought my R1150r I had my eye on a R850gs at our BMW dealers, the sales man told they could not let me have a test ride on it because the front brakes need servicing. I telephoned a week later asked for a test drive and was told "sorry the motronics need replacing, we took it out to put it on an 1100". An other week went past and I called again and was refused a test drive due to it not being road taxed or mot'd (annual safety certificate for vehicles over 3 years old in U.K.) but "I can give you a test drive on the new R1200gs". Nice try but I wasn't in the market for a brand new bike.

Next day at my local Honda show room I was offered a one year old Trans Alp with 2 miles on the clock at a knock down price, again I was refused a test drive because it was not road taxed. As I have never driven one before I decided to keep my wallet tightly closed.

I then saw the R1150r on a local Moto Guzzi dealers website.
The R1150r was not road taxed or mot'd but I was able to road test it using the Guzzi dealers trade plates.

Two days later I rode home from on my beautifull black 4 year old BMW R1150r.

Who's fault will it be if my next bike is a Guzzi?

End of rant

Hank

[JCsman]

Before I bought my Roadster I made a short list of bikes. The BMW came in second. It was the (lousy) attitude of the other dealer and the (great) attitude of the BMW guys that made the difference....well, that and the test ride! So, they are, indeed, not all like that.

But I guess I'm surprised you'd expect a salesman to walk you around a bike bought elsewhere... and more so that you'd be angry about it.

[iowabeakster]

my 2 cents,

the dealer is simply doing himself a disservice. he did not sell a bike, so what, get over it. would he like to sell one in the future? does he want his service department busy? he better treat every customer that comes through the door like a potential sale, a potential loyal customer, even if it might be several years from now before he gets a "big sale".

[rph802]

my 2 cents,

the dealer is simply doing himself a disservice. he did not sell a bike, so what, get over it. would he like to sell one in the future? does he want his service department busy? he better treat every customer that comes through the door like a potential sale, a potential loyal customer, even if it might be several years from now before he gets a "big sale".

Yeah have to agree with this. As with car dealerships, you aren't likely to catch a deal on a used purchase. They're looking for a full retail price usually with no extras or again at a new price for used merchandise. You'll almost always get a better price/package from a private party. BUT I imagine the service dept makes the dealer a tidy profit and who among us isnt always on the look out for that new helmet or accessorie?? I always make it clear to any salesman I'm talking to that I am of course looking elsewhere. Partly bargaining tactic but happens to be true. If I could get the right deal from a dealership, sure I'd take it but just because I'm not laying out north of $15k for a new bike doesnt mean I wont be putting money in their pocket.

If I'm treated well...

[RRANDY]

Well, after reading this board for 4 years I finally broke down and figured out how to register.Gary,I just want to say give this dealer a chance.I bought my Roadster there 5 years ago,and they have treated me very well.Granted,I purchased the bike from them,but I have bought aftermarket items at various other places and they still treat me no different.
I have found dealers in general,no matter what brand,have changed alot in the 30 years I have been enjoying our sport.Gone are the days of the little guy selling and servicing motorbikes for the love of it.Like everything else these day the all mighty dollar is the driving force.
Anyway,enjoy your bike.After 5 years and 75000 km I still find any excuse to go for a ride.

[DJ Downunder]

Welcome aboard RRANDY...glad you worked it out....Where are you?

DJ

[RRANDY]

Sorry D J. I'm from near London Ontario Canada.
And thanks for the welcome.

[JCsman]

Sorry D J. I'm from near London Ontario Canada.
And thanks for the welcome.

OK RRandy, which is it? London, Ontario, or Canada.... (I "learned" geography in Kansas)

Welcome aboard.

[RRANDY]

Hi JCsman, thanks too for the welcome.
I'm actually from all three. London(city) Ontario(province) Canada(country).Enough geography for now.
Back to the original subject.Gary you are going to love your bike no matter where it is serviced!

[1150929]

Budds BMW in Oakville Ontario is tops with me. Best dealership service of the 13 new cars and bikes that have passed through my hands...and I'm no fan of dealers. Top 5 favourite things...
1. espresso and biscotti in the waiting room
2. excellent service seminars with food and drinks and free goodies
3. staffed with people who really ride and know bikes, decent newsletter
4. group rides and welcoming product intro’s and demo days with no sales pressure
5. draws for customers (I won a free service once!)