It's a shame to hear these things said about Bracken.
I bought a couple of KTMs from them 3 years ago, primarily from Austin and Dave. They really assisted for overland tips. Jon (the owner) was also helpful, and yerman in the store (totally busy and overworked) also helpful. They even let me stand over my bike on the 1st service to get an idea of what was going on prior to my journey. And donated a few bob for the charity I was raising cash for. Finally when I needed a letter for customs purposes 2 years after moving to Australia - the new sales person wrote one and posted it to me straightaway (I did not know him).
It's fair to say they are in London and have to deal with many many people, and are always busy and in small premises - but that should never breed arrogance and I hope it has not. Maybe they are a victim of their own success - essentially too busy, too popular, not enough space for good stock holding, and not enough time to spend on each customer.
I spent a lot of time back and forth then, so got to know them over time.
Hopefully things will be get back to the old days.
KTM LC4 640 Adventure-R 2001
KTM Duke II 2000
Kawazaki ZX-6R 1998
BMW F650 1996