I purchased a CE-04 (electric) scooter in October 2023 from BMW Doncaster. During the sales process, it was clear that the sales team hadn't received any training on features or technology on the bike and I was left to figure out most of it myself. To be fair, Corey Holman was quite helpful with a few questions and was nice enough to follow up by email. Since I was still keen to get one, a cash purchase was agreed, deposit paid, and a date for delivery set.
On delivery day, I'd taken the day off work and was told the bike wouldn't actually be delivered that day, which was blamed on them using a third-party shipping company. Another frustration, although they did let me take the demonstrator until mine arrived a few days later. When mine arrived at Doncaster, they unpacked it, gave it the full BMW inspection before handing it over to me and I rode away. I managed to get two sets of lights across before it became obvious that the handlebars were not aligned correctly and were turned noticeably left of centre whilst the front wheel was facing forward. I rode back to the dealership where they said it wasn't something they did as that part was assembled in the factory. I insisted they take responsibility for it and fix it and an attempt was made. It was still a couple of degrees out, and enough to bug someone who notices when lines aren't straight, however I was told it couldn't be made any better since it was closing time. This was finally fixed at the first (1,000 km) service.
In Sept this year, I got an email to say that I was due a service. This can't be, because the first proper (not run-in) service is due at 24 months or 10,000 km, whichever comes first. This is stated in the owner's manual including the table detailing all the service intervals, and on the BMW company website as it is a sales feature of this (electric) vehicle. Despite me replying to the email to question this, no reply came back.
I tried a few times to call the service department, only to be told that no one was there, and once, the same number diverted to Bundoora for some reason. I left my details for call backs, but none came.
The month after, I received an email with a $50 voucher (T&C apply etc) offer. I completed the form to redeem the voucher and added a product I might be interested in but again, no call/email came back.
As a side note: I had to order some small plastic parts for the bike. I gave up with BMW Doncaster not returning my calls, I tried BMW Southbank instead. One call, payment text came through and picked up the parts a few days later. Service as it should be!
In December, I got another email from Doncaster BMW to tell me my bike was now overdue a service. Obviously, I don't want my warranty to be voided, and I know it doesn't need one, so I attempted to call Doncaster BMW to clarify the situation. I did manage to speak to one helpdesk guy who wasn't technical, didn't have access to the manual and couldn't only relay messages back and forth. He eventually sent me a text message from 'Jason W' at Doncaster BMW to tell me "So I have been informed there is an annual service for your bike, our advisor will be happy to show you on our system when you come in. Unfortunately, if you do not carry out the service, it will void the warranty."
Despite multiple (10+) repeated attempts on multiple days, I was never able to speak to anyone in the Doncaster BMW service department. I've left messages, left my details with several people and nothing. Today, I asked to speak with the service manager only to be told that he too, is busy and will call me back. Still nothing. I even asked to speak to any manager from any department, politely making it clear I had a complaint to make, but apparently there is no one there other than someone answering the phone to say "call back later".
I can't work out if the service department at BMW Doncaster are incompetent, poorly trained or trying to fraudulently carry out work, but needless to say, I won't be using them again. read more
