I have just come off the phone from the return call from a Supervisor from BMW Customer Service, regarding the enquiry above.
After I provided a quick review of the succession of events to date, I clarified that upon the sale of my bike I had been provided with the following BMW documents: The invoice, the 'G310GS Riders Manual' booklet, and the 'Consumer Warranty Information 2019 U.S. Motorcycles and Scooters' booklet, marked 'BMW copyright, printed in U.S.A. 08/18'. I specifically asked him if this was complete documentation, to ensure that nothing had been omitted. The Supervisor confirmed that the documentation was complete.
I then asked him to check the warranty booklet to verify that the battery is shown as covered by the 3 year warranty.
I give him full credit for the facts that he found access to the warranty booklet, and was off-line for a considerable amount of time while he read it. He also had the honesty to admit that I was right. According to the booklet, the battery IS covered.
However, he then devolved to 'BMW's general policy' ( as issued to the dealers ). Here, he stated, the battery only has 2 years cover.
So I pointed out that, since there is no reference within the warranty booklet to any exceptions or additional clauses to be found elsewhere, the booklet must alone constitute the complete contract on warranty.
Again, he had to agree, but he still would not change his stance.
He then asked me to refer back to the dealer on whom, he said, BMW US relies in applying the warranty ( thereby trying to shift the responsibility ).
OK, I said. But would he call the Service Manager to confirm ( as he had done to me ) that I was correct in my interpretation of the warranty booklet. He avoided answering the question. I repeated the question. He avoided it again. So, I persisted a third time, pushing for him to give me either a 'Yes, or a No' answer. He finally replied 'NO' !
So, here you have the reality that BMW do not live up to the contract that they themselves have written and issued upon the sale of their own vehicle.
I informed the Supervisor that, based on this reply, I was exceedingly disappointed with BMW ( 'The Ultimate Driving Machine' ) US's performance.
After I provided a quick review of the succession of events to date, I clarified that upon the sale of my bike I had been provided with the following BMW documents: The invoice, the 'G310GS Riders Manual' booklet, and the 'Consumer Warranty Information 2019 U.S. Motorcycles and Scooters' booklet, marked 'BMW copyright, printed in U.S.A. 08/18'. I specifically asked him if this was complete documentation, to ensure that nothing had been omitted. The Supervisor confirmed that the documentation was complete.
I then asked him to check the warranty booklet to verify that the battery is shown as covered by the 3 year warranty.
I give him full credit for the facts that he found access to the warranty booklet, and was off-line for a considerable amount of time while he read it. He also had the honesty to admit that I was right. According to the booklet, the battery IS covered.
However, he then devolved to 'BMW's general policy' ( as issued to the dealers ). Here, he stated, the battery only has 2 years cover.
So I pointed out that, since there is no reference within the warranty booklet to any exceptions or additional clauses to be found elsewhere, the booklet must alone constitute the complete contract on warranty.
Again, he had to agree, but he still would not change his stance.
He then asked me to refer back to the dealer on whom, he said, BMW US relies in applying the warranty ( thereby trying to shift the responsibility ).
OK, I said. But would he call the Service Manager to confirm ( as he had done to me ) that I was correct in my interpretation of the warranty booklet. He avoided answering the question. I repeated the question. He avoided it again. So, I persisted a third time, pushing for him to give me either a 'Yes, or a No' answer. He finally replied 'NO' !
So, here you have the reality that BMW do not live up to the contract that they themselves have written and issued upon the sale of their own vehicle.
I informed the Supervisor that, based on this reply, I was exceedingly disappointed with BMW ( 'The Ultimate Driving Machine' ) US's performance.
