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Thread: Rybrook Wolverhampton Motorrad - poor customer service for weeks.

  1. #1
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    Rybrook Wolverhampton Motorrad - poor customer service for weeks.

    To me they are incompetent and have given poor service in general, but have a read and judge for yourself...…...

    After 4 weeks and dozens of emails/phone calls I'm going public with what I consider very poor service and general incompetence from this dealer - and indeed BMW UK and the Rybrook HO - because after 4 weeks the issues I've had have all pretty much been accepted, but nothing has actually been sorted, despite them saying they would.

    I know it's an "Approved Used BMW Motorcycle" - which if you read the BMW web site promises a brilliant user carefree experience and a top quality product and service, - yea right BMW UK said "your contract is with the dealer and we will not get involved". Great support! - so their "Approved Used" details on the web site are just a load of marketing guff, don't believe a word of it. I'm sure if it was a major incident they would help? but for the trivial stuff which is just disappointing when buying a bike they don't give a second though to it - shame on you BMW UK

    As for Rybrook Wolverhampton - a main BMW Motorrad dealer, they have done very little other than stretch this issue out and ignore me time after time over the past 4 weeks. This should have been a very quick turnaround sorted by one phone call, but they have continually ignored me, or committed to action they have still not followed though on.

    Ironically the bike itself is fine and I'm happy with it, it's the list of petty incompetence which has wound me up, and especially as it's so easy to fix, yet 4 weeks on not a single thing has actually been addressed or sorted. here is the list of issues the bike was delivered with:

    1. Bike delivered with tyre pressures of 33psi in the front, and 27psi in the rear - should both be 42psi.

    2. 4 missing screws around the fairing - agreed not immediately visible, but obviously last person to have the fairing off had a handful of spare parts left - totally unacceptable from main dealer.

    3. The tool kit only has a couple of items included, but one of them was missing, so not checked.

    4. Only one keyless fob was supplied despite them telling me all the keys were present - the handbook supplied with the bike states two - the dealer says it's just one, BMW say this is not part of their charter!

    5. The chrome windshield fitting were fitted upside down, and cannot be turned round the right way now as they have wear scratches on the windscreen.

    6. I was told the bike was services 2000 miles ago and didn't need a service - it actually worked out time wise at 3 months and two weeks before it's next one is due, they say their cut off point for them doing a service on an "approved BMW" is 3 months, so I now have to pay for the service due in a matter of weeks - I feel duped at the very least by this deliberate omission.

    7. The bikes previous owner had added several non BMW badges to the bike - they agreed these would be removed, but then failed to do this and delivered it with them still in situ.

    8. The dealer supplied both my email address and phone number incorrectly to BMW UK - who then could not identify me for security when I contacted them!

    None of this is life changing stuff, it should not have happened, but I'm more annoyed at the list of trivial issues and total fob off nature of the responses from Rybrook and BMW. I bought an "Approved used BMW" because I though it would be a trouble free experience - but with these guys they took my money and don't bother with any of the detail, which sours the whole experience of buying a new bike.

    So buyer beware, I didn't buy a lemon, I just bought from the wrong dealer, who after 4 weeks has still not confirmed the final outcome of this, which as mentioned, to me should have been a quick couple of phone calls within a week of delivery to sort this out...………..but I'm still waiting for a final (with a bit of luck) reply after my last email 5 days ago has still not been answered - totally unacceptable from a customer point of view. I've once again asked their HO to get the branch to contact me - this is the third time I've had to do this over the past month, so it shows their not following this or are particularly bothered about sorting this quickly either

    James
    BMW K1600 GT LE

  2. #2
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    Have to say that when they were Benhams the customer service was excellent. Is Andy still running the service team?
    2010 R1200 GS Adventure

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    Quote Originally Posted by Malvern_Beemer View Post
    Have to say that when they were Benhams the customer service was excellent. Is Andy still running the service team?
    I don't think so, I have been dealing with several people and that name has not come up, it just seems a typically uncaring and profit orientated corporation now.

    James
    BMW K1600 GT LE

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    As far as Im aware newer bikes since around 2015 only come with one fob and only the older print manuals state two, this has been mentioned previously.As for the service if its only done 2-3000 miles since the last one I see it as pointless having it serviced again unless its been sat for a very long period of time.
    Caution : May stop suddenly

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    Quote Originally Posted by Andi_archer View Post
    As far as Im aware newer bikes since around 2015 only come with one fob and only the older print manuals state two, this has been mentioned previously.As for the service if its only done 2-3000 miles since the last one I see it as pointless having it serviced again unless its been sat for a very long period of time.
    It's a 2014MY, so two keys, and the bike has a 2 year warranty which requires me to get the service done, so it's next one is now due within 3 months.

    James
    BMW K1600 GT LE

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    James, having dealt with a Rybrook Wolves for over 2.5 years, with matters that also had to be dealt with, I can honestly say Andy Scott and Drew stepped up to the mark and sorted. I know they are staffing up and recently their senior technician was involved in a bad bike accident which must have caused havoc for schedules. No excuse for sloppy workmanship though.

  7. #7
    Having dealt with Andy Scott for a number of years when he was on sales, and now on service. I can say that he has been really helpful and honest.

    Purchased three or four bikes from them.
    One was a Honda, fuel gauge went wrong. It got sorted.

    More than happy to buy my next bike from them.

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    I'm glad some folk have been happy with their service, Andy's name has been mentioned a couple of times, but he was not involved or mentioned in any of my dealings with them unfortunately, I've kept individual names out of it as although in my opinion some people have messed up - it could easily be under the influence of others, so not them personally at fault.

    I've sorted most of these issues myself over the past couple of weeks, and have come to an agreement with them on what will happen next, so hopefully it's all blown over now - although I still feel it should have been dealt with quickly with just a civil conversation instead of me having to jump up and down to get some basic stuff taken care of - I'm getting the screws next week for the fairing for instance - but 5 weeks after getting the bike delivered for goodness sake, but at least I'm getting them.

    James
    BMW K1600 GT LE

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    It was Martin Curtis when I used them last year but phoned today and he has gone, was phoning for a 12k service as I had excellent service from Martin in the past, called Blade Brum and they say far more needs doing than Rydale said and an extra £100, cant fit in till end of August. Called Wollaston twice and no one is answering the phone, where do I try next

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    Sorry to hear this Big Den, I don't mind paying for something if I get what I paid for - I just want what it says on the tin, and no fuss or hassle. It's really hard knowing what kind of service you are going to get from one place to the next, especially when it looks like several of the staff have gone from Wolverhampton in the past 12/18 months? The best I can suggest is put a thread up looking for recommendation to a main dealer near you - assuming at 12k your still needing it for the warranty? If mine was older or not under warranty I'd be happy to use a specialist by recommendation.

    James
    BMW K1600 GT LE

  11. #11
    Quote Originally Posted by Big Den View Post
    It was Martin Curtis when I used them last year but phoned today and he has gone, was phoning for a 12k service as I had excellent service from Martin in the past, called Blade Brum and they say far more needs doing than Rydale said and an extra £100, cant fit in till end of August. Called Wollaston twice and no one is answering the phone, where do I try next
    Nice little ride to Chester or further up the motorway to see Jim at Williams.
    Or down south to Maidenhead.

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    Chester is an option , don't mind that run, tried Cotswold but they didn't call back. It is out of warranty so specialist would be fine, but as James says don't mind paying if you get good service.

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    I have had dealings with Wolverhampton over several years and found their service to be be very inconsistent and have been disappointed more times than satisfied, I have an on going issue with them at the moment, my biggest groan is their shite communication or lack of, I have an excellent local independent but because hes so good hes not always available when needed.

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    I have had bike for years from different dealers but my last one was from Rybrook. Have nothing but praise for them, Andrew for most of it, had one or two issues but sorted quickly and was kept up to date all the way through. When I get another one ill be going back. Hope it all gets sorted

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    I’m off there today to look at luggage. I’ll get a flavour of what’s going on.

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