My unanswered letter to BMW Motorrad World President Hendrik Von Kuenheim

**exenduro** · 12-31-11

Mr. President,
I wish to express my disappointment and bitterness about the behavior of a Brand which I gave my trust and my money buying an F800ST motorcycle in 2007.

A little over 4 years and 36000 km after, I've had a serious problem to the rear axle, a problem well known to BMW, which more than require a substantial amount for the repair, has led to a real risk of an accident.

In every Internet forum where we talk about F800S/ST there are many examples of similar breaks and at the same mileage, so to me, a mechanical engineer, it is clear to a defect in design or construction, so much so that changes to the part have been made since 2009 MY.

It's cause of disappointment that BMW has not provided a reminder of safety that I think ought to have been; anyway after the event has occurred, in many cases has been applied an extension of guarantee or a substantial cost-sharing on the part of the Brand.
Apparently not anymore (expired 4 years after purchase?), the fact is that I asked in vain for a customer service contribution in Italy, who, besides responded me with regrettable delay, is still unreachable by phone.

Okay, legally I can't complain more (just ethically), I acknowledge that and resign myself to pay for the repair, but now the greatest source of anger is an unacceptable delay in delivery of parts for the repair; my bike is at a standstill since September 10th, and BMW dealer cannot give any date of scheduled delivery, because himself is unable to have a forecast from BMW.

I think everything this over to shameful and renew my regret, informing you that the behavior of the Brand directly caused the waiver to purchase a Mini as a gift for my daughter's graduation and the likely trade-in of my F800 in favor of a K1600GT next year.

At this point I can only wait to regain possession of my bike for recovering the cost of repair with some mileage and then replace it with another brand.

Best regards from a former customer,

=======================

I finally recovered my bike on Dec 9th, with a 1,400 Euros bill.
The letter has remained unanswered...

**MikeMike** · 12-31-11

Please pass along his email.
I have some issues I would like to raise with the esteemed Herr director, also. I will also send him pictures.

**SunnY** · 12-31-11

Originally Posted by exenduro

Mr. President..........

The letter has remained unanswered...

I think the president is too busy reading all the email and letters from HAPPY owners.

**notacop** · 12-31-11

Maybe he isn't aware that BMW makes motorcycles? Corporate chiefs are usually above knowledge of the product. They are too busy negotiating the golden parachute to worry about the mundane.

**Mokkybear** · 01-02-12

Was out on a ride New Years Eve when an identical 07 ST pulled up at the coffee shop where we'd stopped. I noticed his belt was running wide on the pulley and was able to point out the failed bearing - spoilt his day.

Similar mileage to mine, which is a bit scary, although incidences of failure seem to be random. Will be keeping a close eye out.

As noted in your letter though, seems like an endemic fault that should be sorted by BMW - safety notice to owners and at least subsidized repair.

**Roadpizza** · 01-02-12

You purchased a Mini instead of buying the K1600GT ?

Is not Mini owned by BMW? No wonder you have not heard from them. They are busy looking at the profit margins...

That will fix 'm....

**trevor** · 01-02-12

Phil

You been at the drink?

"....directly caused the waiverto purchase a Mini..."

waiverhttp://www.thefreedictionary.com/dict.asp?Word=waiver+
4. A deferment.

**notacop** · 01-02-12

A deferment.
Doesn't thet mean that they are not the same? Kinda alike but diferment!

**Roadpizza** · 01-02-12

Well.... as a fatter a makt....but, that ish besides the point.....

"urp" Go Ducks!!!

**Rob** · 01-02-12

Did you send it to your countries' BMW motorrad manager? That might have some better results.

**MikeMike** · 01-03-12

Yep, I already went that route before, Rob. I did get a call back and promise of better service. The result was a steering bearing clamp bolt left loose that almost led to my untimely demise on a Mexican mountain road that would have involved clipping an oncoming mini-van and then going over the edge with a nice drop of a few thousand feet. I got very lucky.
Now I found that the "single use" brake bolts became "double use" and one loosened off the other day, more fun and games.
The answer I got for my warranty claim on my front ABS sensor and rusted disc bolts on the front end, was that because I live near the ocean it was not warrantied.
Nice, eh? BMW corporate only care about new bike sales as far as I am concerned.

**exenduro** · 01-04-12

Originally Posted by trevor

...
4. A deferment.

I meant more this:

Thesaurus
Legend: Synonyms Related Words AntonymsNoun
1. waiver - a formal written statement of relinquishment
discharge, release

@Rob
Obviously that was my first attempt: absolutely vane ...

**Roadpizza** · 01-04-12

Now, dat's what I'm talking about! hiccup

**notacop** · 01-04-12

Thesaurus
Don't they dig up bones of these shale and rock stuff?
Has one horn and feathers, I think.

**Roadpizza** · 01-04-12

Must be the same Thesaurus..

expert|ˈekˌspərt|

Has-been Drip under pressure.

**lowside** · 01-08-12

I had the same rear axle failure as you exenduro, and I wrote a letter to BMW Motorrad France, that was very similar to yours.
They replied they will not participate in any way because the bike is "too old" (a little over 5 years).
They don't give a crap about angry customers, in Europe anyway, because I read in a website that they are selling a lot of bikes. http://www.motomag.com/Marche-moto-B...-la-crise.html
It's in French but it says BMW does not have a problem with the economic crisis and they sold 14.8% more bikes than in 2010.

**rbaxter336** · 01-08-12

I have had contact with BMW na and they kindly decline any goodwill to this know problem so I was out $1640.00.

I was just informed that my fellow F8S rider now has a axle failure with only 23,000 miles and now will have to park the bike because he doesn't have the cash to fix it. I did give him the contact info and wished him luck. Funny we both have owned several BMW motorcycles and have been big supporters! Now that when we need a little support. NOTHING

**notacop** · 01-08-12

Now that when we need a little support. NOTHING

It's like trying to get some financial help from the Vatican after supporting the church for a life time. You guys don't understand economics. You give corporations money, they don't give you money.

**AlanI** · 01-09-12

Matthew 19:24 - "Again I tell you, it is easier for a camel to go through the eye of a needle than for a rich man to enter the kingdom of God." Guess heaven is going to be full of camels and rather short of BMW executives if this is true.

**MikeMike** · 01-09-12

Originally Posted by notacop

It's like trying to get some financial help from the Vatican after supporting the church for a life time.

The Vatican has a far better consumer relations program in effect.

**exenduro** · 01-09-12

Regrettably, until for each customer lost for bad support they have a new enthusiastic one, we have no hope to get a decent treatment.
Ethics is dead.

On my side I have cancelled BMW from my list of suppliers...
... but one after the other, the risk is to remain unable to purchase new products...

**TheMeteor** · 02-17-12

seems to be a culture of denial and arrogance. They were recently fined for delayed defect reporting on bikes and cars. But $3M for them is peanuts...
http://www.businessweek.com/news/201...t-reports.html

**MikeMike** · 02-17-12

Now, imagine what would happen to BMW if they were fined that same amount in each country they sold those vehicles in?
That might get their attention, until then they can easily take a $3 million hit, they unloaded David Robb so that means they are saving some money.
Too bad everyone didn't take their work as seriously as he did.

**Andrzej** · 02-23-12

adding to this debacle - spoke to my friendly bike garage who reported that the tail end of last year they had a customer who purchased a NEW bm 1200 and took it back and finally after 6 weeks got his money back!

reason for taking it back was the person who purchased the bike took the seat off to either add tools or additional equipment to his bike only to find that the inside of his brand spanking new bm was "brown / orange" in colour. which transpires that bm do not pain the inside of the frame, they offered to strip the bike down and paint it again for the customer, but the issue has already been set and should not have required this level of remedial work when a £10,000 NEW out of the factory bike is purchased!

Thread Tools

Display

Bookmarks

Bookmarks

Posting Permissions