If you’re a reader here you know that last month while in Florida we purchased our 2014 BMW R1200RT. We purchased it at BMW Motorcycles of Daytona. When we purchased it, the BMW Navigator V GPS was a free incentive for the purchase of the 2014 RT and we also purchased the BMW 49 liter top case (trunk) for the motorcycle and paid the extra to have the top case keyed to the motorcycle. The dealership did not have the top case in stock and had to order it. While still at the dealership someone from the parts department came up and told me that it would ship to them on October 21. They also retained one of the motorcycle’s keys so key the lock to be the same as the motorcycle.
Now here’s some of the differences in dealers. They also didn’t have the GPS but said their shop in Orlando did and they would have it sent over or picked up either the next day or the following day while we were still in town. Well the GPS never showed up at the Daytona dealer. After a few calls to our salesman I found out five days later that the GPS had already “been spoken for” and they’d have to order it and send it to me. The salesman or the dealership didn’t call me to tell me, I had called them nearly a week later. A second call about the GPS and now the top case was made. The GPS had shown up that day and was sent “next day” but the top case was expected “any day now”. The GPS arrived on 10/31/14, (we bought the motorcycle on 10/16/14) the next day. Out of curiosity, I checked the UPS tracking number and found it didn’t ship “next day” on the 30th but had actually shipped UPS ground on the 29th. I know it’s a popular item. Just say it might take about 10 days to get if you don’t have it. Oh and about that top case? “Maybe on Monday.” is the answer I got.
I waited a few more days to call back on the top case. On 11/05/04 my salesman and I spoke and I asked if it had actually been ordered. He said he’d check on that and “get back” with me. Five days later on 11/10/14 I called him again as he had not gotten back with me. He longer worked there. The woman on the phone asked if she could help. She remembered the sale and said either she or someone else would call me back about it. She did explain that it could be that same day (it was late in the afternoon) but would probably be the next day but shouldn’t be any later than the 12th. First thing in the morning the next day she called and said the top case was there but they needed the key. She found them in the former salesman’s desk after I told her he had told me they were there. Then on 11/14/14 the top case arrived! The key was in the lock. The key would lock and unlock the top case. But the key would not come out of the lock! No matter what I did the key would not come out. Was I supposed to ride around with a spare ingnition key in the lock? What if someone could get it out? I called the dealership. The woman who had found the case put me on hold to check what to do. Here’s the message she relayed to me, “They said to get a local dealer to fix it because it would be quicker than sending it back to them. He says it’s probably a bad lock.” That was their solution. I had paid them for the lock and paid them to key the same as the ignition key. It seems I was a valued customer to BMW Motorcycles of Daytona right up until the minute I rode off their lot.
Using a few forums and the internet I was able to get the lock cylinder out. You just have to know how and have the right tools along with access to the top case. What I found was amazing. There are supposed to be 6 tumblers in the lock. My lock had 3 tumblers installed and the other spots were vacant. I needed the proper remaining tumblers to complete the job. BMW does sell a lock set with the cylinder and an assortment of tumblers.
On Tuesday the 18th of November I went to my local dealer, BMW Motorcycles of Atlanta with the intent to buy a whole new lock kit if I had to. I now knew how to set the lock and re-install the cylinder. “We’ll take care of this for you.” is what I was told. “These are the only tumblers you have?” I was told “Yeah, you can do it with three but you’re really not supposed to.” He got the tumbler kit out and then told me, “Here’s why you couldn’t get the key out, this tumbler is the wrong number. It did let you insert, lock and unlock but then wouldn’t release the key.” So in about 15 minutes or less, BMW Motorcycles of Atlanta took care of the lock. Oh and the cost? There wasn’t any. And yes I even told them I had made the purchase at another dealer. They’re a dealer who really understands what customer service is.
Can you tell the difference in the dealers?
Did BMW of Daytona offer to call Atlanta to see if they could take care of it for free or bill them if there was a cost? No they sure didn’t. Have they called to see it the lock issue was somehow resolved? No they sure didn’t. As it stands again would I never go into or patronize BMW of Daytona again? No I sure wouldn’t.
But I’d spend the extra money to buy a part or supply from BMW of Atlanta (instead of online) because of the personal service they supply. They realize you’re a customer long after the sale and want to keep you as a customer. The owners, who are a husband and wife team are actively involved in their business. I took the R1200RT to them for its break-in service. But I’m regretting more and more not purchasing the motorcycle from them.
No matter what motorcycle you purchase, research the dealer as much, if not more than the motorcycle.
As someone on BMWLT.com posted; the problem was fixed by a real dealer.