Warranty Void! Here's my letter to BMW

[Dick_at_Lake_Tahoe_NV]

So many on this board have been so helpful with suggestions, I decided to prepare a "nice" letter to BMW. Comments would be appreciated.

 

BMWNA

Subject: Denial of Warranty for my engine repair.

 

Dear Sirs:

 

Background of the Problem: I went on a 3,000 mile during the summer and during that ride I noticed when I first started my R1200RT in the morning there was a ticking sound that lasted for 10-15 seconds and then went away. Each morning when I first started the bike, I noticed the same sound—not bad, just a ticking. Since this ticking only occurred at first-start, I thought nothing more of it. By mid-October the ticking sound had now become a light knock—still only for 10-15 seconds at initial start-up, but I was becoming concerned. By early November the knock had increased more, so I rode my bike to the

BMW dealer in Sparks, NV to get the problem fixed under warranty, which had only

6-weeks and 2,000 miles to go before expiration.

 

The Service Manager at Sparks BMW, Scott McKay, is a Certified BMW Service Manager and a Certified Master BMW Technician. After completing his diagnosis of the problem, Scott determined it to be a scuffed piston. Scott also determined that the problem was not “Oil Related”. This determination would be strongly supported by the fact that he found no other abnormal wear in the engine—just a small scuffing on one piston. Also, the cylinder wall had no damage.

 

My understanding is that BMWNA denied my warranty because they, in opposition to the Service Manager, believe the problem was Oil related, and they believe it was caused by using an unapproved filter. I should point out that when the problem first occurred, I was using Amsoil Motorcycle oil and the R1200RT BMW filter.

 

So I would like your determination why you think this problem was oil related, when the service manager finds no evidence in the engine that was the case.

 

And if you can determine the problem was oil related, then from the BMW Warranty I understand my warranty is void if I install: 4. Any performance accessory or components attached to the vehicle alters the original engineering and/or operating specifications which results, or may result, in damage to other original components.

 

I remind you when the problem first occurred, I was using a BMW filter, and Amsoil Motorcycle Oil. I only installed the Amsoil Filter 1,900 miles before bringing the bike in for service, before that time I had used only BMW filters. The Amsoil filter I installed is an aftermarket filter that is available for the R1150RT and several of BMW K bikes.

 

In light of the above history of this problem, I am asking that BMW provide definitive answers as to why you will not honor my warranty.

 

Sincerely Yours,

 

 

Richard Keenly

 

[bmurphypdx]

Looks good to me, I would add a cc: on the bottom of your letter to both your attorney and to the Attorney General of your state

[Satguy]

So many on this board have been so helpful with suggestions, I decided to prepare a "nice" letter to BMW. Comments would be appreciated.

 

BMWNA

Subject: Denial of Warranty for my engine repair.

 

Dear Sirs:

 

Background of the Problem: I went on a 3,000 mile during the summer....

 

 

Better proof read it again.... Looks like the word "ride" or "trip" is missing on the first line.

 

I've worked on a more than a few R1200 BMWs and never have I seen a scuffed piston.... Cam chain tensioners can and do cause the knocking sound you describe on start up. Matter of fact, my personal R1200RT knocks when it starts up. I really don't find it to be a problem. I think the dealer should reassemble your engine and check/replace the cam chain tensioner.

[Dick_at_Lake_Tahoe_NV]

Bruce, Thanks for picking up the missing word.

Also, your comment on the Cam Chain Tensioner--that was the first thing my dealer changed--under warranty. That did not correct the problem, so they pulled both cylinders--and found the scuffed piston. That's when the warranty issues started. Everything has been re-assembled, checked out and the knocking is gone.

[smiller]

Everything has been re-assembled, checked out and the knocking is gone.

Just wondering... is there still a problem to address? If there is just some minor scuffing on the piston skirt (which could have happened anytime, including back at break in) and the bore looks good and no other problems exist then I'm not sure that you really need to make any repairs. Could be that a cam chain rail was sticking (replacement of the tensioner wouldn't necessarily cure that) and the disassembly/reassembly freed things up, in which case... is there anything left that really needs fixing? Just wondering out loud...

 

 

[markgoodrich]

Dick, I'd cc McKay, including his address and phone numbers, at the bottom, so whoever responds to the letter will know how to reach him without setting the letter aside.

[cali_beemer]

I would start off with a first paragraph that can be just a few sentences. This should include the problem you have come across, why you are sending the letter and your expected outcome. This will make the letter more clear. Staring off with the pargraph doesnt explain the purpose very well. The first pargaraph should be something to grab the readers attention and make them want to continue reading. You also may want to include the model year and VIN number.

 

Maybe something along the lines of:

 

On XXXdateXXX, I was denied a warranty claim on my 200X BMW R1200RT. I am quite confused as to the justification of this outcome and I am requesting your assistance before pursuing any alternative forms of action.

 

To me thats still friendly sounding but at the same time adresses there is an issue that they need to respond to.

[Don_Eilenberger]

Everything has been re-assembled, checked out and the knocking is gone.

Just wondering... is there still a problem to address? If there is just some minor scuffing on the piston skirt (which could have happened anytime, including back at break in) and the bore looks good and no other problems exist then I'm not sure that you really need to make any repairs. Could be that a cam chain rail was sticking (replacement of the tensioner wouldn't necessarily cure that) and the disassembly/reassembly freed things up, in which case... is there anything left that really needs fixing? Just wondering out loud...

 

+1 - especially since quite a few of us have described the same initial tick noise at cold startup from the right side..

 

I can't see how a bit of scuffing on a piston would cause a knocking noise. Piston slap is a fairly distinctive sound, and I can't recall it sounding like a knock. The noise I hear on my R12 (and I think Twisty hears on his - is exactly the noise my R1150RS used to make before I upgraded the left-cylinder cam-chain tensioner to the latest R12 engine design one.) As pointed out - if the noise went away due to disassembly/reassembly and no parts were replaced - it sounds like a problem with tight clearances that was cleared up by the disassembly/reassembly.

[JayW]

Richard:

 

I don't want to sound critical, but since you asked, the letter is not that great in my opinion. It has several missing words, grammatical mistakes and poorly-constructed sentences. There are a number of erroneously capitalized words and some of the sentences have excess commas. One should not start a paragraph with the word "And". There are too many errors for me to list them all here. Finally, why do you assume that you are addressing "Sirs"?

 

That said, the letter does relay the essence of your complaint and may be good enough. However, a letter without these errors could make more of an impact depending upon the english skills of the reader(s).

 

Don't feel bad. I probably have errors in this response.

 

Jay

[rglassma]

Hi Dick,

 

What is the desired outcome that you are hoping for with this letter? Has the service that Sparks performed on your bike been paid for? Or did you have to pay for it? Is the bike now working properly? You have 2K left on your warranty or less now? Do you expect BMW to replace a scuffed piston? What is the impact of a scuffed piston? Will the engine not have the same serviceable life?

 

I would first identify exactly what outcome you are hoping for and then design the letter to meet that goal. In your letter you mention that BMW is not honoring your warranty. Does that mean you have to pay for the service that was just performed? You did mention that a cam chain tensioner was replaced under warranty.

 

Maybe I am missing something...

[bobbybob]

Agree with rglassma. Instead of ending the letter with "pls tell me why you won't honor the warranty", make it "in light of these things I am asking that you honor the warranty and fix yadayada"-whatever the outcome is that you want. Make sure you state clearly what it is you expect them to do....not "honor the waranty" but "replace the piston" etc. whatever.

[rglassma]

One other point. From a strategy standpoint, you still have a couple thousand miles left on the warranty. Maybe you should consider getting an all inclusive extended warranty for the bike through another company like I did. If something else goes wrong with the bike, you won't be dealing with BMW anymore... You will be starting over with a new company and will be totally sidestepping this entire issue and get the protection you need.

 

They are not that expensive. I paid 900.00 for 6 full years of additional coverage on top of the 3 year warranty. It would pay for itself quickly even with one repair !! That is, if you plan on keeping the bike.

[Enricky]

Dick,

 

Why not get Amsoil involved at the same time. BMW says it is oil related. Amsoil says their products are the best on the market and they warranty against oil related failures.

 

Amsoil Warranty

5. In the event of a claim against AMSOIL INC., the procedure below must be completely followed.

a. Where the original warranty from the equipment manufacturer is still in effect, the customer shall file a warranty

claim with the Original Equipment Manufacturer (OEM) in accordance with the OEM warranty procedure.

b. Customer shall retain failed parts for inspection by AMSOIL INC. unless given to the OEM.

c. Customer shall also, within 30 days of failure, notify AMSOIL INC. and provide the following:

(a.) An eight (8) ounce representative oil sample taken from the failed equipment and put into a clean, dry

container.

(b.) Documentation including make, model, and year of equipment, total accumulated miles and/or hours,

and duty cycle or service environment.

(c.) Equipment or vehicle maintenance history documentation including miles or hours at the time of

AMSOIL lubricant installation, general equipment repairs, and oil analysis results if available.

(d.) Proof of purchase for AMSOIL lubricant.

(e.) Batch number from oil container or Certificate of Analysis (if available).

d. Mail the above sample and information to:

AMSOIL INC., Attn: Technical Services

AMSOIL Center

1101 Susquehanna Ave.

Superior, WI 54880

e. In cases where the OEM warranty is still in effect and that warranty coverage is denied based on the use of

an AMSOIL lubricant, the customer shall immediately notify AMSOIL INC. and provide a written copy of the

OEM warranty denial.

 

[Skywagon]

I would add some words like, I am a loyal BMW fan. I have owned many BMW whatevers over the last x amount of years. I am an active member in several BMW clubs as well. I am hoping you will take a personal look at my problem and help me with what the certified BMW mechanics, many BMW owners, and I believe is a good faith warranty claim... If you are unable to assist me with the warranty, it will certainly affect my decision on the purchase of my next motorcycle as well as the many BMW motorcycle owners I have talked with ( By the way, it will have an affect on me. I am going to buy a new bike in the next few months. If they abandon you on this claimm it is highly likely I will change brands. I have owned several new BMW bikes since 1979 and own 2 BMW cars, all bought new)

 

Good luck. Your claim seems reasonable. At a very minimum when it doubt, they should offer parts free, labor on you. Then you could negotiate with the dealer for help on the labor.