1200 Boxer engine trouble - dealer delays

[GM182]

Hi, just thought I'd canvas opinion about this issue.

I bought a 2015 R1200R from a fairly big non-BMW dealer just coming up on four weeks ago. Sales process was good - test rode the bike, fair price etc everything that should be with the bike was there including a full history.

On collection day I rode about 35 miles to get the saddle re-moulded to a high one which improved the comfort and rode home. Bike is lovely, really fun to ride. Getting home I noticed a strange non-regular metallic sound. I thought perhaps I'd picked up some road debris which fell off on my garage floor. Next morning, first commute and the engine sounds peachy. However when I reached heavy traffic I notice again a slight plinking sound which is now clearly coming from the right hand cylinder which comes and goes. Anyway, called dealer and got it recovered to them via the AA.

Now since then I have not had a clear diagnosis or what the solution is. Valve clearances ruled out by them in my first follow up call. Next call it was suggested that there is premature wear on the exhaust cam on that cylinder and/or the rocker arms - BMW being consulted. Next call - it's coming up to 1st March the workshop is too busy to do anything. Next call - we're waiting on further advice from BMW but we'll do the work, not send it to BMW. Further detailed measurements required. Most recent call today - I ask: "What precisely is the problem and solution?" The guy I speak to is the second fellow I've spoken to, says he'll check the notes and get back to me but doesn't.

I'm now starting to wonder if they actually have a firm idea of what the issue is or it's worse than they want to let on and they're trying to figure how to get the bike back to me in a state that it will last 90 days after which it's not their problem.

They may well be busy but I have to chase and I still don't have any answers. They're into the fourth clear week of having it and I'm getting frustrated. I need to know if this is also going to affect the left hand side at some point.

I suppose my options are:
1. keep being patient and asking nicely when I'm going to get my bike back.
2. Go down there and throw a strop
3. Can I reject the bike as it seems to have a problem that is not fixable in a timely manner?

TL:DR - Second hand bike has apparently serious engine problem, supplying dealer not communicating at all well - what to do?

[Krikkit]

Good news is that if you keep the bike and it goes wrong further down the line, the CRA has you covered:

https://www.retailmotorlaw.co.uk/index.php?option=...ur-company&Itemid=78

I'd go down there and speak to the manager about it, find out a realistic timescale and sound them out about a refund or alternative perhaps

[GM182]

Thanks Krikkit - that's helpful.
I suppose as the phone hasn't worked a visit is in order now. Luckily it's not far away.

An interesting snippet from the link you posted is that the 30 day period to reject is paused while they attempt to make repairs. So I'm not under any time pressure on that score.

[Krikkit]

Once a couple of phone calls have no result I always think being there in person is the best bet - people are much easier to deal with in person

[Biker9090]

Considering that you've not paid a backstreet seller a few hundred, I'd be down there throwing my toys out of the pram infront of as many potential customers as possible.

Make, their, lives, difficult.

That's what they're effectively doing to you.

[Omaruk]

Can chain tensioner?

[black-k1]

Another vote for an in person visit and a polite but firm conversation.

Before you meet, make sure you have thought trough how long you want to give them to sort the problem before you would like to see your money back and then make sure they understand that's your "line in the sand".

[hiccy18]

I think you need to go speak to the manager and politely tell him what you've said in your third last paragraph and add in looking at alternative options such as different bike or refund.

[trickywoo]

I appreciate this won’t help much but didn’t baron von grumble have a similar issue with his?

Think he ended up pxing it.

[ChocolateFrog]

I hate having to confront people for not doing their job but I think I'd suck it up and based on the response you get then you can either stick with it a bit longer or ask for your money back.

Seems like there's 2 scenarios.

They're incompetent and don't know what's wrong.

They know what's wrong and it's serious.

They're maybe waiting for you to ask for your money back so they can punt it through an auction as it'll be cheaper than fitting a new engine?

[Neal H]

If it’s a bike I’d just bought, I’d be wanting my money back and just move on to something else.

[Unbusy]

Neal H said:

If it’s a bike I’d just bought, I’d be wanting my money back and just move on to something else.

THIS.
They may have known about the problem beforehand. Now they have your money they are giving you a bad customer service. Run Forest, run (with your dosh).

[GM182]

So it turns out that they haven't actually opened the engine as yet. Just speculating on the problem based on recording a video and chatting with a BMW tech. Pretty amazing that it's been three and half weeks and this is the sitaution, no matter how busy or understaffed they are. I would expect someone to work late or come in early at some point.

That aside, I spoke to the manager, accepted his apology and agreed it will be stripped and diagnosed by next Wednesday. Maybe it's not too bad, but at this stage it will have to be pretty convincing that it's an easily repairable issue for me not to be looking to reject the bike.

[podman]

GM182 said:

So it turns out that they haven't actually opened the engine as yet. Just speculating on the problem based on recording a video and chatting with a BMW tech. Pretty amazing that it's been three and half weeks and this is the sitaution, no matter how busy or understaffed they are. I would expect someone to work late or come in early at some point.

That aside, I spoke to the manager, accepted his apology and agreed it will be stripped and diagnosed by next Wednesday. Maybe it's not too bad, but at this stage it will have to be pretty convincing that it's an easily repairable issue for me not to be looking to reject the bike.

Myself, I would be asking for a refund or at least a loan car or bike to cover the period of the repair, that will make your bike more of a priority to them.

Despite all the links above to consumer law etc, these dealers are well practiced in dealing with the law and their obligations...It took my 4 months to obtain a refund on my brand new Triumph which I rejected within 30 days and that was only after fighting hard and involving John Bloor, Triumph Group GM and Motor Cycle News..

[GM182]

podman said:

Myself, I would be asking for a refund or at least a loan car or bike to cover the period of the repair, that will make your bike more of a priority to them.

Despite all the links above to consumer law etc, these dealers are well practiced in dealing with the law and their obligations...It took my 4 months to obtain a refund on my brand new Triumph which I rejected within 30 days and that was only after fighting hard and involving John Bloor, Triumph Group GM and Motor Cycle News..

That's pretty bad to take that long to sort it out. I remember your thread on it I think.

Fortunately in my case the dealer has now been correct about the situation and offered a refund without getting difficult about it.

[podman]

GM182 said:

podman said:

Myself, I would be asking for a refund or at least a loan car or bike to cover the period of the repair, that will make your bike more of a priority to them.

Despite all the links above to consumer law etc, these dealers are well practiced in dealing with the law and their obligations...It took my 4 months to obtain a refund on my brand new Triumph which I rejected within 30 days and that was only after fighting hard and involving John Bloor, Triumph Group GM and Motor Cycle News..

That's pretty bad to take that long to sort it out. I remember your thread on it I think.

Fortunately in my case the dealer has now been correct about the situation and offered a refund without getting difficult about it.

Good to hear, happy hunting for a replacement.

[carinaman]

Good news. It's nice to hear of a dealer sorting it without having to be asked.

[Biker9090]

Glad to hear that it's sorted. Nothing more frustrating when you're trying to be polite and give sometime time to fix something only to find out they haven't fking started!

[Krikkit]

Great result, sounds like the dealer are a decent crew

[hiccy18]

Krikkit said:

Great result, sounds like the dealer are a decent crew

Yup, good result.

Now you get to buy another bike.