substandard and unsatisfactory service by motorrad workshop

[ICEMAN 68]

sometimes i wonder , what if an owner of a car / bike does not know the existance of such kindda forum ... do you think AB will serve them as a priority customes or actions taken as within a few weeks or days ??...

i believe such cases happen when the higher management do not implement spot checks with the lower ground staff and hear what they have to say ....

a japanese style GENBA from TOP to bottom would be the best to sustain it's standard for good services to be carried out and also attend to major and minor problems accordingly......

each problem should be taken care accordingly based on the history of each machine and the type of problems that occurs...OR else how do their design teams know what's happening or to what sort of problem to expect from the next future line up .....

.

 

[jarance]

Thing s are moving now.BMW and AUTOBAVARIA are proving that they are commited to maintain the highest standard .
Thanks for the meeting organised by them.
My only hope now is that all the fellow bikers will come forward to put in their issues.Please come forward,in a way ull be supporting me as i can't do this alone.But most importantly ull improve the standard of service for our bikes.come on guys.

Do let us know of the outcome. especially on the part where significant improvement have been rendered.

Let give credit when credit is due. :top:

 

[mac75my]

anyone else wants to share their story here?

 

[mac75my]

Originally Posted by mac75my
hi guys
i own a bmw motorbike,1 year old and still under warranty
since after my last service at 20k,had been experiencing lots of problem.
did the service in glenmarie and the best part,after the service parked the bike at home only to realize the night later that the engine oil was leaking.many excuses was given by them,faulty seal la,reserve oil la,bla bla bla.
currently engine is very jerky ,no power and top speed reduced to 180km/h only
went in complining bout this on 3 occasions and the remark given by the person incharge,normalla bro.
after persistent complaint,they did sum tightening of tappets and now top speed has dropped to 160km/h
dunno how to go bout this .really wana complaint but at the same time,they are the only servicing guys for the bike section for this region

my advise to anyone out there,bmw bikes are good but not for malaysian market as there are no one good to maintain it
typical malaysian attitude,biasala bang
mind tat i didnt pay 100k for a biasala bang type of bike


This was my original post here on 30/9/2008,but i had to delete it immediately as the chief mechanic was not very happy and he was dissapointed with me for putting this in the forum.
At one point i was confused with the statement by Garry as to whether who shud be disapointed?me as a customer not happy with the service,airing my frustration here disapoints gary and he was not happy wit me.i felt very guilty then,and i immediately deleted the post.but thanks to a fellow biker who read my post,he replied to me using my original post as a quote in his reply,thats y i can trace back my original post now.
Now call the chief mechanic to cum n tell me that he is disapointed,n ill teach him a good lesson

 

[mac75my]

Hi guys,just to update on the latest happening on my bike issue and complaints.
I have had meetin with the guys from autobavaria and bmw malaysia.and i was offered a solution in which i feel its not even a solution,wat these guys have offered is wat they should have been doing for me in the first place as my bike is under warranty.
and based on the statement by their own mechanic who insisted that my bike was a second hand bike in the first place,and the unethical conduct by their other mechanic who had been changing parts from my bike with other bikes without my knowledge,i have no confidence in the service provided by the motorad division glennmarie.and i feel their mechanics are just a bunch of crooks .
i f replied back offering my options on wat i want,and from wat i can gather now,they feel that my options seems to be very demanding and currently being challenged by autobavaria to take up the case to a new level,which is legaly if we cant come to any conclussion by the next meeting .
So guys,anyone here with any good idea on wat i shud do.?i really need sum advise.
This is like me a tiny fellow on a small bike going head on with a big tanker like autobavaria.
'Customers are always rite' is not true in the ears of autobavaria.over here its like 'u r the customer but we r the bos,so we overide the rule of customers are always rite,becoz we r the boses '

 

[jarance]

bro, I think a written document of what have been transpired between both parties would be a good start.

This is to avoid any misunderstanding between both parties. This document can be used as evidence later if there is a dispute.

you can start by stating and listing down the facts or matter discussed. Send the letter to the party concerned and cc to BMW Malaysia and other relevant parties.

Hope this help..

 

[wc9922]

a japanese style GENBA from TOP to bottom would be the best to sustain it's standard for good services to be carried out and also attend to major and minor problems accordingly......

.

Bro, u practice the 5S system also, ka?

 

[wc9922]

......and based on the statement by their own mechanic who insisted that my bike was a second hand bike in the first place,and the unethical conduct by their other mechanic who had been changing parts from my bike with other bikes without my knowledge......'

Mac75y: Can u eleborate on this part here?

Did the swap involve moving around the worn parts from your bike with good ones or vise versa? Or did they swap parts from different bikes to test if it made your bike better? Means there's more than your bike involved in this troubleshooting work. I think should not matter the bike is 1st hand or 2nd hand as long as it's covered under warranty , replacement item it should be honored if it brings the bike to the acceptable performance levels the bike is designed for.

 

[themarque]

Hi guys,just to update on the latest happening on my bike issue and complaints.
I have had meetin with the guys from autobavaria and bmw malaysia.and i was offered a solution in which i feel its not even a solution,wat these guys have offered is wat they should have been doing for me in the first place as my bike is under warranty.
and based on the statement by their own mechanic who insisted that my bike was a second hand bike in the first place,and the unethical conduct by their other mechanic who had been changing parts from my bike with other bikes without my knowledge,i have no confidence in the service provided by the motorad division glennmarie.and i feel their mechanics are just a bunch of crooks .
i f replied back offering my options on wat i want,and from wat i can gather now,they feel that my options seems to be very demanding and currently being challenged by autobavaria to take up the case to a new level,which is legaly if we cant come to any conclussion by the next meeting .
So guys,anyone here with any good idea on wat i shud do.?i really need sum advise.
This is like me a tiny fellow on a small bike going head on with a big tanker like autobavaria.
'Customers are always rite' is not true in the ears of autobavaria.over here its like 'u r the customer but we r the bos,so we overide the rule of customers are always rite,becoz we r the boses '

Hi mac75my,

can u tel us what options are u giving em? interesting because they r challenging u to go to a new level.

sorry, wat biimmer r u riding? I'm riding the GSA. Love it sooo much!

:rock:

 

[mac75my]

bro, I think a written document of what have been transpired between both parties would be a good start.

This is to avoid any misunderstanding between both parties. This document can be used as evidence later if there is a dispute.

you can start by stating and listing down the facts or matter discussed. Send the letter to the party concerned and cc to BMW Malaysia and other relevant parties.

Hope this help..

the first meeting between us,i brought a doctor friend of mine as a neutral observer and he has written the minute.i have submitted the minutes to evryone concerned.

 

[mac75my]

Hi mac75my,

can u tel us what options are u giving em? interesting because they r challenging u to go to a new level.

sorry, wat biimmer r u riding? I'm riding the GSA. Love it sooo much!

:rock:

I am using a gs as well but not the adventure.
yes i love my gs very much,superb bike,till their mechanics did a superb service on my bike.
for them overfilling of engine oil beyond max.line is normal,no harm done to the engine...plz read ur gsa guide and tell me if this is acceptable.
they cahnge engine oil and dont tighten stuffs properly and next thng u know,u have a leaky bike.mind that we r not sending our bike to proton,we r sending it to the so called authorized service centre which shud be having trained proffesionals but over here i doubt it.
this has happened to many other bikers as well,nt only me,n if i m not mistaken,one of them has shared his story in this thread as well earlier,poor thng he had this experience on 3 occasions.i guess i m luckier then.
Just A piece of good advise for u my fren,if u really love ur GSA,and want to maintain it tat way.,keep it out of reach from the fellows in glennmarie motorad service.
I heard a new authorized centre is opening soon ,get ur bikes there,the safest option for now.

 

[mac75my]

Mac75y: Can u eleborate on this part here?

Did the swap involve moving around the worn parts from your bike with good ones or vise versa? Or did they swap parts from different bikes to test if it made your bike better? Means there's more than your bike involved in this troubleshooting work. I think should not matter the bike is 1st hand or 2nd hand as long as it's covered under warranty , replacement item it should be honored if it brings the bike to the acceptable performance levels the bike is designed for.

I have had leaking brake lights and signal lights,changed it under warranty,and u know wat,the new one is worse,jus ride in the rain/wash the bike,more water on the inner side.
i dont know if they actually changed it wit a brand new stock or jus swapped from other bikes.more things but i will elaborate later pending on wat they have to say.
and i bought my bike as a brand new paying the full amount as brand new,till lately i had this very arrogant and rude remark from their mechanic NIK,who insisted and challenged me saying my bike is a second hand bike!Now looking at it retrospectively,wat he said might be true,looking at the defects and problems i m facing.I f u r the customer how will u respond to this?
Explanation by person in charge:he was under pressure and jus assumed thngs.as simple as that and i was told that even if this goes to court,no way for me to prove this as they have got all the documents.of course la u can show me all the documents,but now the issue is i m the affected customer,having much problem wit the bike,defects,improper service by your own mechanic and this is wat i get .
all u know its a brand new bike but there are no assurance that the parts are never changed in the first place knowing wat their mechanics are capable of.

 

[ICEMAN 68]

Bro, u practice the 5S system also, ka?

5s long time gone ...now 6 s already and soon 7 .....

 

[jarance]

the first meeting between us,i brought a doctor friend of mine as a neutral observer and he has written the minute.i have submitted the minutes to evryone concerned.

That my friend is a very good start.. By bring a friend to act a neutral observer is brilliant idea. In addition, having submitted MOM to various parties and not receiving any disputes is a good sign that the other parties accept your claim or whatever agreement stated in the MOM..

If there is any tribunal claim later on, these document would be advantage in bring judgment in your favor.

Good Luck.. :top:

 

[themarque]

I am using a gs as well but not the adventure.
yes i love my gs very much,superb bike,till their mechanics did a superb service on my bike.
for them overfilling of engine oil beyond max.line is normal,no harm done to the engine...plz read ur gsa guide and tell me if this is acceptable.
they cahnge engine oil and dont tighten stuffs properly and next thng u know,u have a leaky bike.mind that we r not sending our bike to proton,we r sending it to the so called authorized service centre which shud be having trained proffesionals but over here i doubt it.
this has happened to many other bikers as well,nt only me,n if i m not mistaken,one of them has shared his story in this thread as well earlier,poor thng he had this experience on 3 occasions.i guess i m luckier then.
Just A piece of good advise for u my fren,if u really love ur GSA,and want to maintain it tat way.,keep it out of reach from the fellows in glennmarie motorad service.
I heard a new authorized centre is opening soon ,get ur bikes there,the safest option for now.

sorry to hear that. I hv been using the GSA for a while, mileage above 10k, have done 2 service intervals. But thank god. Nothing bad happened. and the bike is just lovely! So far I haven't had bad experience with them.

But seriously, u have n't answer my first question..what were the options? need to learn something new..hehe

:listen:

 

[jarance]

sorry to hear that. I hv been using the GSA for a while, mileage above 10k, have done 2 service intervals. But thank god. Nothing bad happened. and the bike is just lovely! So far I haven't had bad experience with them.

But seriously, u have n't answer my first question..what were the options? need to learn something new..hehe

:listen:

Bro, I think the outcome still not decide yet between both parties. I sure mac will informed in due time. Funny thing is that you seem more curious of option considering that you have no problem with the service. I sincerely hope that you not one of the party concern.:listen:

BTW, welcome to the motorrad section. Hope you enjoy your stay here. :top:

Just in case I forget, it is customary to introduce yourself in the newbie section. :wink:

 

[themarque]

Bro, I think the outcome still not decide yet between both parties. I sure mac will informed in due time. Funny thing is that you seem more curious of option considering that you have no problem with the service. I sincerely hope that you not one of the party concern.:listen:

BTW, welcome to the motorrad section. Hope you enjoy your stay here. :top:

Just in case I forget, it is customary to introduce yourself in the newbie section. :wink:

thanks for the warm welcome bro. I heard part of the stories last weekend at Awana, but I was clueless, not knowin head n tail. but indeed, it is an interesting subject. because thanks to mac, I would be more careful when sending my bike there.

I was using a Kawa ZX10 '04 model before I jump onto the GSA. sakit belakang la bro, dah tua dah.

Anyone going to Kalimantan ride? Fadil once sms me, but at RM6k p.p?? kena kelija kuat dulu...hahaha

 

[mac75my]

as i mentioned here before,this is like a small bike going head on with a big tanker
it will be suicidal for the bike to go direct,no chance at all!!
only way is if that one bike is joined by another 100 bikes,then it would cause a bit of damage at least on that big tanker.or the other option is to get another big tanker on the same side as the bike and let the tankers go head to head.
unfortunately in my case,i dont have the luxury of having other bikers to support me or any big tankers on my side.
i know there are more bikes who had gone thru similar problems,but they have chose to lie low and keep quiet,avoiding problems.cant blame them cos i did the exact same tng earlier,didnt want to cum forward to make a complaint.
but now since i m already there,i noticed that i m all alone,and worse still,no response even after making reports.
maybe i shud f just kept quiet in the first place,and let the mechanic and his chief do all sort of nonsense to all the bikes there.

 

[mac75my]

thanks for the warm welcome bro. I heard part of the stories last weekend at Awana, but I was clueless, not knowin head n tail. but indeed, it is an interesting subject. because thanks to mac, I would be more careful when sending my bike there.

I was using a Kawa ZX10 '04 model before I jump onto the GSA. sakit belakang la bro, dah tua dah.

Anyone going to Kalimantan ride? Fadil once sms me, but at RM6k p.p?? kena kelija kuat dulu...hahaha

Kalimantan ride is really worth going.very interesting indeed,and if i m not mistaken the price has been revised to 5k,which is indeed cheap.
about the full story ill put in my original complaint letter soon in this thread,so be patient guys.
this is a losing battle for me,so ull know the final outcome soon.
happy riding.

 

[jarance]

bro any more update? It been a few weeks since we last hear from you..