BMW enhances customer satisfaction with their new driveshaft maintenance strategy

[Grumpy Goat]

Gotta love this ... finally I got my letter from BMW regarding the driveshaft debacle, and was amused (not in a good way) at the BS opening to their missive. (Italics & font colour mine).

"Dear BMW Motorrad Owner:

BMW Motorrad USA would like to take this opportunity to thank you for the confidence in our company
and the BMW Motorrad brand you have demonstrated by purchasing this vehicle. Our commitment to
justifying your trust in us continues after the purchase. We are dedicated not only to providing premium
vehicles for our customers, but exceptional service as well.

To enhance customer satisfaction over the full vehicle lifetime, BMW Motorrad has decided to change
the maintenance schedule for all R 1200 and R 1250 models of the K5x series, even retroactively for
vehicles already sold."


The way this "whatever" was rolled out (some called it a "service bulletin" some called it a "recall", BMW clearly is calling it a "favour" to us) was crap. This started months and months ago and RS owners got no notification of this action. Not sure if all GS and RT owners actually got letters but somehow owners of those models managed to go in to dealers and get their driveshafts changed (and the duck-bill valve fitted to the underside of the swingarm), despite them saying since that time that all K5x models were affected. I went to two BMW dealers and the service person put in my VIN and declared there was nothing in the system for my RS; and I had not received any letter. Meanwhile I was [occasionally] riding my RS and could have suffered yoke failure leading to expensive repairs and possibly injury or death. That sort of commitment failed to justify trust in this consumer, I can tell you that. That also does not speak to exceptional trust either.

They should have issued letters to *all* K5x owners at the same time, even if it meant that doing the replacements were to be staggered / phased to allow driveshaft supplies to meet the demand.

Then there is the funny bit ... by this action they are seeking to enhance customer satisfaction ... 

To my mind, you "enhance" something that is already good ... satisfaction that is already there. Confusing all the K5x owners and then coming up with this finally stated strategy is not an enhancement at all, but is a putting right what should have never had to be put right in the first place.

I am an engineer, and I have an appreciation for materials and mechanical failures. I can also understand how parts can fail in the field even if they appear to be adequately designed at the outset. It is what the company does after finding those failures that either supports the confidence in the consumer or destroys it altogether (or at least significantly). How the "falling on the sword" is done also matters to some people, and I am one of those. It takes class to show humility while at the same time doing appropriate damage control, and clearly this letter - to my mind - falls short.

Driveshaft is now a BMW-funded consumable

So, the money paragraph in this letter states:

"Driveshaft health check using a new tester led diagnostic method and re-grease of splines every
12,000 miles (20,000 km)

Replacement of the driveshaft every 36,000 Miles (60,000 km) (Driveshaft milage not vehicle milage).
- The replacement, check and re-grease will be carried out at the expense of BMW Motorrad
USA over the full vehicle lifetime."

What this means is that every 12k miles you the consumer will probably pay for the labour for the health check / spline regrease (I had decided on my own to do a regrease every 12k since my bike hit 48k miles, thanks to these failures!), but they will replace your driveshaft every 36k [driveshaft] miles and the regrease at that time (?).

So up until these failures they were assuming that the $1200 driveshafts would outlast the bikes and would not fail, I guess. Once the failures started happening, guess what - the part number for the driveshaft changed and the f*&(^$ price dropped to $200! I know because I bought one using my own money! (Bet you I can't get that back now that BMW is going to cover it!!). What this also means is that they are only 36k miles confident that the yokes would not fail ... imagine, going from totally confident to 36k mile confident in what? Just over a year or so? Nice.

I just have to remember, they are enhancing my satisfaction.

(PS - I started the RSWasserboxer website and forum because the RS model was relatively unknown amongst BMW owners, and that was largely due to BMW Motorrad marketing strategy, so I will admit to a bit of a chip on my shoulder regarding the short shrift that it has received over the years. This debacle is yet another example.)

[Motorhead1977]

AMEN, GG! Being treated as the proverbial "Red Headed step child" would be much better than the way BMW are treating us.

[Grumpy Goat]

AMEN, GG! Being treated as the proverbial "Red Headed step child" would be much better than the way BMW are treating us.

Definitely a problem. It is not like we don't understand that the GS is a better seller than any other bike in the lineup and that the RT is a better tourer than most (all?) other bikes, and that they both sell better than RSs. We do and those are the facts. But it's the principle of the thing and how they went about this issue that grates me the wrong way. Especially since this could be a direct safety issue. And when they finally go and do the right thing, the tone could be a lot better, to put it mildly.

[Duccrazydave]

Well said, GG. I've been curious about the way this issue has been handled, as well. I visited my dealer a few months ago, to get the bike inspected. Knowing there had been some people receiving new driveshafts, I asked if there were any outstanding service bulletins for my bike. There was nothing showing in the system. Fast forward to yesterday, I received my letter from BMW.

[Grumpy Goat]

Yes, to my mind, if a brand is touting itself as a premium brand and charging premium bucks for the bikes *and* for the after-sales service, then at least they should give premium service to its loyal customers, and with this debacle that is clearly not the case. I don't mind paying good money for a great product and good service. If you are paying big bucks for bikes with issues *and* crappy service then who's the fool?

I am not turned off BMW ... yet ... but they need to up their game, and it is only when the consumers know that they are pissed that they might change strategy. For me it is the bikes and the BMW MOA (here in the US) that keep me in the brand. However, their prices are starting to give me pause.

[mspratz]

The replacement, check and re-grease will be carried out at the expense of BMW Motorrad
USA over the full vehicle lifetime."

What this means is that every 12k miles you the consumer will probably pay for the labour for the health check / spline regrease...

I had to re-read the letter a couple of times to be sure, but given the first paragraph I quoted above, it sounds to me like BMW is footing the bill for both the 36K replacement, and the 12K check and re-lube. I'm taking my 2024 R1250RS in to the Asheville dealer tomorrow to have them look at the exhaust header pipes which have dark patches etched into them (looks like rust). I'll ask about the driveshaft check/re-lube while I'm there.

[Grumpy Goat]

I had to re-read the letter a couple of times to be sure, but given the first paragraph I quoted above, it sounds to me like BMW is footing the bill for both the 36K replacement, and the 12K check and re-lube. I'm taking my 2024 R1250RS in to the Asheville dealer tomorrow to have them look at the exhaust header pipes which have dark patches etched into them (looks like rust). I'll ask about the driveshaft check/re-lube while I'm there.

Is Eurosport Asheville your [closest] BMW dealer now? They were the ones who kept / repaired my RS after my 2016 accident (in Asheville).

Yes, with all the confusion that BMW has caused with this issue, there are others who are doubtful as to the extent of BMWs willingness to pay for this issue at every visit. This could also result in some dealers charging and maybe others not. I would not be surprised if some chose to interpret the paragraph to mean that if you get a 12k check and relube in between 36k replacements (say you are overly cautious) then you pay for that labour, and that BMW would only pay for the check and relube when the shaft is replaced, every 36k miles.

We'll see ... I know you will circle back and tell us that your dealer told you.

About the dark patches ... any photos? My headers never got nicely blued marks in the locations you might expect but instead have brownish patches wherever. I bought some Autosol (based on what people were saying on the Internet) but never got around to trying to erase these marks (largely because I am skeptical about the veracity of the reports).

[dravnx]

BMW is losing it's shine in my heart. They replaced the driveshaft on my 2018 RS this spring with 38k miles. This fall, when I pulled the valve covers to do a valve check, I found my cams were toast at 48k. BMW would not cover the replacement or the parts. Fortunately, I had an extended warranty that covered the replacement of 4 cams and rockers. I expect more from a premium motorcycle manufacturer. BMW can't design a driveshaft that lasts mre then 36k mile or cams that don't fail.

[Grumpy Goat]

BMW is losing it's shine in my heart. They replaced the driveshaft on my 2012 RS this spring with 38k miles. This fall, when I pulled the valve covers to do a valve check, I found my cams were toast at 48k. BMW would not cover the replacement or the parts. Fortunately, I had an extended warranty that covered the replacement of 4 cams and rockers. I expect more from a premium motorcycle manufacturer. BMW can't design a driveshaft that lasts more then 36k mile or cams that don't fail.

I take it you meant 2012 R1200R ...?

Maybe they are getting their cams from KTM ...    Sorry Bruce and Dawn.

[dravnx]

Edited to 2018

[Grumpy Goat]

Edited to 2018

Noted ... I was wondering about that. 

For my bike I called and had them order a shaft and when it comes it the bike will be booked for a replacement. So there is progress on that front now that we have letters.

[Lee]

For my bike I called and had them order a shaft and when it comes it the bike will be booked for a replacement. So there is progress on that front now that we have letters.

I thought you purchased a spare driveshaft last year when the price dropped?

[mspratz]

Is Eurosport Asheville your [closest] BMW dealer now?
About the dark patches ... any photos? My headers never got nicely blued marks in the locations you might expect but instead have brownish patches wherever. I bought some Autosol (based on what people were saying on the Internet) but never got around to trying to erase these marks (largely because I am skeptical about the veracity of the reports).

Yes, my dealer is Eurosport Asheville. According to the service manager, BMW is indeed paying for the check/re-lube every 12,000 miles. However, he says they will only do so within 1000 miles either side of the iterative 12,000 mile mark. I can only assume, based on the wording of the letter I got, that he means 12,000 miles of driveshaft life, not necessarily 12,000 miles odometer. He also said that BMW intend that these check/re-lubes happen with the regular 12,000 mile service. I said I like to do my own service. He said "I know", and happily scheduled my bike for the "free" driveshaft service at 1 pm today. I had to ride it an extra 20 miles or so yesterday to get it to 11,000 miles on the odometer by 1 pm today.
I would bet that anyone who has more than 12,000 miles on their driveshaft wouldn't have too much trouble convincing their local dealer to do the "free" driveshaft service without waiting for the next 12,000 mile unit to roll around.
I'll post photos of the black marks on the header pipes later today. I will start a new thread for that.

[Grumpy Goat]

I thought you purchased a spare driveshaft last year when the price dropped?

I did but I am sure that since it was not bought from them, they would want to install it and refund my purchase price. And why should they ... they will be paid by BMW for the costs they incurred in doing the work. So, I am stuck with a spare, but I knew that when I bought it.

[Grumpy Goat]

Excellent follow-up Mike. Thanks. I agree with Eurosport Asheville's approach. Appreciate the follow-up on the headers too.

[mspratz]

I took my 2024 R1250RS with 11,020 miles on it to the dealer today for the free 12,000 mile driveshaft check and spline lube. My driveshaft failed the vibration test and was replaced. A friend in Hendersonville took her 2023 R1250RS with 12,000 miles on it yesterday. Hers also failed and was replaced. Two out of two is not good!
I asked the service manager how they test. He said BMW sent them a big device. I'm not sure I got it exactly, but he said something like "we remove the rear wheel and attach a weight, then we run it [not sure if the machine or the bike], we transmit the results to BMW electronically, who then send back a green check (good) or a red X (bad)".
Mine got the red X so they replaced the driveshaft. The whole process took about 2 hours.
I did not think to ask if it was vibrating because of bad U joints, because the shaft itself is out of balance, or something else. Someone else please ask this when it happens to you.

[Lee]

I thought you purchased a spare driveshaft last year when the price dropped?

I did but I am sure that since it was not bought from them, they would want to install it and refund my purchase price. And why should they ... they will be paid by BMW for the costs they incurred in doing the work. So, I am stuck with a spare, but I knew that when I bought it.

I figured you bought it from the shop.

[Grumpy Goat]

I asked the service manager how they test. He said BMW sent them a big device. I'm not sure I got it exactly, but he said something like "we remove the rear wheel and attach a weight, then we run it [not sure if the machine or the bike], we transmit the results to BMW electronically, who then send back a green check (good) or a red X (bad)".
Mine got the red X so they replaced the driveshaft. The whole process took about 2 hours.
I did not think to ask if it was vibrating because of bad U joints, because the shaft itself is out of balance, or something else. Someone else please ask this when it happens to you.

Sounds like shaft whirling. Something that is checked for in ship propulsion shaft design. In this case the transverse displacement would cause extra loads on the yokes of the universal joints which could be the cause of the failures. 

Would be interesting to see what they would do of the driveshaft passed given the new maintenance schedule and commitment to replace every 36k. I hope they would be replacing every 36k driveway miles regardless of test result. Or maybe they would not test at the 36k miles mark … just replace, testing only at the 12k mile inspections.

[Motorhead1977]

I replaced mine at 12k as PM out of pocket. It was "binding" just a little so I'm glad to have changed it. I'll just have it checked/replaced at 36k on BMWs dime.

[Lee]

Would be interesting to see what they would do of the driveshaft passed given the new maintenance schedule and commitment to replace every 36k. I hope they would be replacing every 36k driveway miles regardless of test result. Or maybe they would not test at the 36k miles mark … just replace, testing only at the 12k mile inspections.

Yes, the letter shows the driveshaft will be replaced every 36,000 miles.
There's no need to bother with the test at the service where they plan to replace the driveshaft.