Customer Service - So easy to get wrong.
Posted by: Adam Meredith on 30 August 2018
I've been trying to resolve a question - I need to replace a rear wheel on my BMW R 1150RS motorcycle. My original got pierced by some vicious object which also totalled the tyre.
After some conflicting advice from my BMW dealer and 2nd hand dealers I thought I'd get a definitive answer - from BMW Motorrad UK.
My e-mail was answered with "Thanks for your email. Our Customer Service team will be in touch within two working days."
That was Monday 20th.
Today (30th) I sent a follow up - simplified and just asking "Will a wheel with this Part Number fit .... ?"
I received this answer
"Good afternoon Adam
Thanks for your email about your BMW R 1150 RS – I can understand your frustration.
Here at Motorrad customer service, we rely on our network of Motorrad Centres to fully investigate and diagnose any fault that may occur.
The best thing to do is have your car looked at by your local Approved Motorrad Centre which can be found here. They’ll be in the best position to advise you.
I hope this information helps. If there’s anything else I can help with in the meantime please get in touch.
It may be age but I find having the specifics of my enquiry so totally ignored annoying enough. However, it is the "I can appreciate your frustration" and "I hope this information helps. If there’s anything else I can help with in the meantime please get in touch. Kind regards" boilerplate bullshit that adds a final unconcerned insult.
I do hope Naim aren't tempted along this path - given their all-too-frequent need for exceptional customer services in maintaining retailer/customer goodwill.
I like old age. I love impotent fury - it was what I've been training for all my life.