I know its hard to find good help, but....

[fly]

Finally broke down and bought the side system cases yesterday. Went to the dealer and explained that I wanted the system cases for the R1200R. What year I was asked.... Second clue was the parts guy goes looking in the parts and accessories catalog under RT. I figure the part number is the same so I'll let him find it there, but alas all he comes up with are the lids. I explain once again that it is simply an R1200R, not an RT and after fumbling through the catalog once more goes to the index. Finally he finds the right page but says that there are none showing, just the lids. I point out he is on the right page and product and that it is in fact the complete case which he then confirms with another parts guy. I'm in no rush and understand that he may be new to the position so I'm being polite and patient. Finally gets the two cases (yep, in stock, now that's a surprise) along with the two locks which I decided to have fun rekeying last night for a grand total of $1400 and change (Yes that's a lot, even in Canuck bucks). I'm assured everything is included in the kit and I don't doubt it as I suspect it's just a case.
So last evening I install them and surprise, no reflectors on the cases and none in the box. According to the instructions, either reflectors or a BMW badge, depending on country, is included in the kit but is to be provided by the dealer. Ok, no problem, the parts guy was new and probably didn't realize this.
Today I swing by the dealer with my receipt and bring the instruction manual just in case there is any question. Same parts guy, you'd think he'd remember where to find the product in the catalogue, but no, so I'm wait quietly until he locates it. After referring to both the cat and the computer he tells me that the reflectors are an extra and will set me back another $7 (at retail no doubt after I dropped over $1400 yesterday). After I show him the manual and what it indicates is "included" in the kit he becomes quite bewildered and calls the Parts Manager over. Ah ha! I'll be out of here quickly in no time now. Wrong. The Manager refers to the cat, the computer, my instruction manual and then proceeds to tell me that the reflectors are only included in US and GB (referring to the language designation on the top of the page). After pointing this out and referring him to a couple of pages later where it indicates that the dealer supplies the reflector or the badge depending on the country requirements for reflectors he proceeds to argue that what I bought wasn't what the manual indicated. Excuse me? The manual was in the box with the case. In fact I got two manuals the same, one in each of the left and right side case boxes which were sealed from Germany. He rationalizes that I did not purchase the side case "retrofit kit" which is what the manual refers to the side case kit as, but instead I just bought the side case. The reflector is only included in the "retrofit kit", but as a gesture of goodwill he would give me the two reflectors and asks me how I am enjoying the bike. I graciously thank him for his trouble and that the bike is fantastic and leave with my $7 (at retail) worth of reflectors and a renewed sense of how difficult it must be to find good help these days. Once again I realize that I am truly blessed to have a great team of long term employees.

[TWI]

Sorry to hear about your troubles. Stories like this remind me how happy I am to be a reasonable distance ( 60 miles ) from a solid dealership, Morton's. If you ever make it down to Virginia, stop in there; they are the gold standard for how a dealership should be run.

[mogu83]

I guess it's the old story 'Penny wise and pound foolish'

Here's my story. I have two Beemer dealers about the same distance from me, both with about the same reputation. One seemed more willing to find the bike that I wanted, and after accessories taxes and motor vehicle fees the total came in around 18 grand. I paid cash. When I came back for the 600 mile service I was told I had an out standing bill for $6.36, because they didn't charge enough for processing the motor vehicle fees (which used to be done for free).
They asked me for a lousy six bucks after I spent 18 thousand.

I may go back for service (maybe) but I for sure will never buy anything there that I can get somewhere else. And I'll relate this story to anyone that asks which dealer is the one to deal with. (Note: I won't post the dealers name on the list.)

[DJ Downunder]

Now why am I not surprised..

It's the same here...the buggers!...nothing's ever easy...sometimes I feel like asking "is there anyone else here that might know what they're doing"

DJ

[celticus]

If the dealer didn't charge you enough on the motor vehicle fees then that sounds like their problem.
My dealer is nice enough but in some cases uninformed. When I was looking to buy my bike I asked (just to confirm what I thought ) if the R1200R had dual spark plugs per head. I was told it did not. I told them it in fact DID on my next trip to the dealer. Also they keep very little in stock.
Mark

[Skippy]

I also went to my dealer last saturday for a sidecase(just one for the right side) and after 45 minutes of waiting(salesman was delivering new GS so could understand he would like to help that customer correctly) I got helped only to hear that the case is not in stock(although I was told many times before that they keep them on stock and that I just had to pop by when I needed one). Now the case is ordered and surprise surprise I still haven't heard a word about the case. I can remember times that BMW dealers delivered almost anything in a day and in 3 days max over here in Holland but lately this seems to be a big problem. Still don't realy understand why you don't keep at least one set of these cases stocked as they fit quite a lot of models. Hope I hear something soon cause I can't wait to feel if the handling is effected greatly by just using one case(on my R1100S it was absolutely no problem).

[mogu83]

It's really a shame (and bad business) that local dealers don't pay more attention to their customers, especially those that purchased machines from them. In today's world with the internet and overnight or next day delivery, it's often cheaper and more convenient to order on line than use the local dealer. If I order BMW parts on-line by 10AM they are delevered the next afternoon at standard shipping fee, the local guy is 60 miles away so with travel, hanging around waiting for part (if it's in stock) and stopping for lunch I use up half a day at least. I usually try to purchase locally even if it cost 10 or 20 percent more, just to keep the local guys in business but sometimes it appears that the local guys with their attitudes and high prices are trying to force themselves out of business.

I don't expect tea and crumpets, but I do expect a dealer that knows his product and is going to give me a fair deal. I understand he has to make a living, that's why I said fair deal, and that would be fair for both of us.

[fly]

I usually try to purchase locally even if it cost 10 or 20 percent more, just to keep the local guys in business but sometimes it appears that the local guys with their attitudes and high prices are trying to force themselves out of business.

I don't expect tea and crumpets, but I do expect a dealer that knows his product and is going to give me a fair deal. I understand he has to make a living, that's why I said fair deal, and that would be fair for both of us.

I agree entirely. The cases and locks I could have easily ordered from Sierra BMW and saved over $200 even after taking into account freight and import charges but don't mind paying a bit of a premium to deal locally. In the case of the V-Rods I had I ordered absolutely everything online and installed myself because, without exception, parts and accessories cost me 50%+ more to buy from the local stealers.

[wkincaid]

Fly, Sorry to hear of your bad experience at your dealer. Makes you wonder if anybody is paying attention! I'll repeat what TWI said of Morton's in VA. I've been dealing with them since '92 and haven't come close to experiencing anything like you describe. Hang in there.
Bill

[Skippy]

Well after I heard nothing from my dealer about the case I ordered last Saturday I gave them a call to day only to hear that the case is in but the locks are on backorder. So now I'm going into the second week for an original BMW part I think things like this don't realy ad to the "premium" brand image.

[mogu83]

Skippy,
Think about sending a letter (snail letter) to BMW NA and relating your story, maybe your dealer isn't giving you the straight scoop. Vent your anger on them, could be it will wake them up.

[boxermania]

fly

I hope for the sake of the world and the BMW riders that both the parts guy and the Parts Manager are unable to procreate....we alredy have a large quantity of imbeciles in this world.....

Ooops, what am I saying!!!!!! , the devil made me do it!!!!!

[Skippy]

That could be an option Mogu83 but in general I'm pretty pleased with then people at the dealer and when I had an issue with the front shock they replaced this under warrenty no questions asked. I do sometimes get the feeling that lame excuses are being used by lot's of dealers(bike, car whatever) in busy times so that they can deliver newly sold vehicles in time and put other work on the backburner for this. Still am going to wait and see how long this will take.

[mogu83]

That could be an option Mogu83 but in general I'm pretty pleased with then people at the dealer and when I had an issue with the front shock they replaced this under warrenty no questions asked. I do sometimes get the feeling that lame excuses are being used by lot's of dealers(bike, car whatever) in busy times so that they can deliver newly sold vehicles in time and put other work on the backburner for this. Still am going to wait and see how long this will take.

That's why I suggested writing to the company. Most large companies are very image conscious and will go out of their way to help a customer with a legitimate gripe. If the dealer is causing a problem I'm sure he'll hear about it.

[celticus]

Could it be in a case like this that it is only the parts guy ( or whoever is in charge of the ordering ) who is incompetent? Sales and service is OK?
Mark