So...since 2012 I've been buying (I think 7 so far) BMW motorcycles from a terrific dealership. But a year ago, after many years in business, the owner sold out to a large company, who also deals in RV's, ATV's...stuff like that. The former dealer was exclusively BMW, in a small building and everyone felt like family. When the ownership transferred, I was shocked when I took one of my bikes in for service. The new place was huge, and you had to find your way past campers, 4-wheelers, jet skis, etc. to get to the BMW section. The service at the old shop was personalized and just fantastic. The new shop? Let's just say that my GT has been there for over a week for routine 6,000-mile service (plus a fork seal repair, for which parts had to be ordered from BMW). I get that it's a busy time of year, and I know the fork seals took 4 days to arrive, and that in the interim other bikes needed service, so mine might take another day or two. I get all that. But when I called for an update, I get voicemail. I leave a message...no response. I send an email...no response. OK...as I said, I get that it's a busy time of the season, but isn't part of conducting a business creating good customer relations, which includes keeping the customer informed? Even if the repair took two weeks, I'd live with that (I've got two bikes), but being kept in the dark...not so much.
I love my BMW motorcycles, but this is like dealing with a faceless bureaucracy. Seriously thinking it's time to move on to another manufacturer, but...what a pain in the butt that would be. We DO have a family-owned Yamaha dealer here, but Yamaha's offerings are...not the same.
What kinds of experience have you guys had in situations like this? Have you had to deal with a mega-dealer, and if so...am I just being a complainer? I miss the old dealership!
I love my BMW motorcycles, but this is like dealing with a faceless bureaucracy. Seriously thinking it's time to move on to another manufacturer, but...what a pain in the butt that would be. We DO have a family-owned Yamaha dealer here, but Yamaha's offerings are...not the same.
What kinds of experience have you guys had in situations like this? Have you had to deal with a mega-dealer, and if so...am I just being a complainer? I miss the old dealership!