Customer Service Fiasco is Over

2012 BMW R1200GS

The long awaited 2012 BMW R1200GS

If you have been following along with my posts, then you are aware that I’ve been having a major problem with my BMW motorcycle. My new 2012 BMW R1200GS motorcycle was sitting in the California BMW (CalMoto) service department for the past two months. This turned into the worst customer service experience of my life.

Over that time, I got a long list of excuses as to why they couldn’t fix my transmission problem. These included: we installed one part, but still need two other parts; the parts are on back order; the parts have shipped but are held up in customs; BMW is changing parts ordering systems and the parts got lost in the transition; the parts are lost; the parts have shipped, the parts are held up in customs, …, and the saga continued.

Well, today I finally got my bike back. Hooray! And best of all, the transmission seems to be working fine.

I hope that someone at BMW Motorrad is trying to figure out what went wrong, and how to keep other customers from having a similar experience.

On the positive side, both CalMoto and BMW know they have screwed up badly. As part of their compensation, CalMoto didn’t charge me for the break in service. And, according to the owner of CalMoto, BMW is working on some compensation as well. I’ll keep you posted.

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