Stw

BMW Motorrad USA Offering Money, Loaners, and Buyback Options to R1200RT Owners for Suspension Woes


If they are willing to buy back bikes this must be a very serious problem....

jjsC6

It's not that the problem is all that serious except that the bike cannot be ridden for liability reasons and it may take a couple of months to get them repaired. There are actually no injuries that have happened. The shock piston rod can break and spew oil on the rear tire.

Styler

Ah; if only Ducati NA was as consumer focused.
BMW's actions reflect well on their brand.

VAST

unfortunately, DNA do not have the resources to be as consumer focused as BMW; certainly far from an excuse, but, rather, the sad reality...

Styler

Correction. DNA did not have the resources; however, as a subsidiary of The Volkswagen Group (via Audi), they now do have the resources (in theory).

I think the issue may be that BMW is structured and managed differently (as a consolidated brand), whereas it appears that the brands of The Volkswagen Group are managed as discreet entities for many things.

Ducati and The Volkswagen Group will have to change their management if they are to compete with more integrated brands and management structures. After all, the customer does not care why they are being treated to a lower standard; they only care that they are being treated poorly in comparison to the customer service offered by competing brands.

Brad

That's true enough for the swinging customer.
I think the die hard rusted on fans, will still persevere with their loyalties regardless, and suck it up as it's dished out.

Other wise I totally agree.
With BMW being more integrated, they're certainly in a better position to take affirmative action.

Take the recall on the wiring harness as an example.
Ducati took action in OZ back in early April.
DNA has followed suit a couple of months later.
If it was BMW it would've happened at the same time, and not months apart.
I think it's a product of a cultural issue.

The Germans will most likely always do these types of things differently to the Italians.
With neither being absolutely right or wrong.

VAST

in theory yes. but in practice Audi via WV Group has Ducati as it's own corp entity such that they are on tight leash esp when it comes to customer service...

for eg in practice yesterday only a single person was manning DNA cust service! small co. operations no doubt!

Trauma

My buddy had just bought a brand new RT before this recall. BMW discovered the piston rod in the rear Sachs shock had a defect that could cause catastrophic failure. Of course all owners ordered to stay off their bikes immediately, until a new shock can be manufactured/delivered - sometime in August/September.

Our dealership that he has a stellar relationship with, offered him the BMW options. Loaner, $2500, or a buy back. He was just about to leave on a cross country trip with both his bikes, and didn't like any of these. So he asked for a new K1300 GT Sport they had on the floor. He was worried about resale as well. They discussed with BMW, and then did the trade, even up!

wilkson

They seem to learn from their mistakes . My 2012 BMW S1000 was laid up for
months due to conrod failure recall . No compensation was offered and the saga was handled poorly .
I sold my bike as a result .

southeastduc

Wow, now that's impressive customer service. We'll NEVER see Ducati do something like that. NEVER. Fucktard company still suckering customers in the door knowing their tanks expand with the ethanol in U.S. gas. Still continue to push them out, just make them smaller so they won't have to replace swollen tanks as much.