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Input needed on a service issue?
Thread Starter
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Tourer
Joined: Jan 2007
Posts: 383
Likes: 0
From: Cleveland, Ohio
Input needed on a service issue?
A little background information. I have ridden Honda's since the mid 80's. I bought my first new Honda at the same dealership, where I recently bought my first Harley. They were always outstanding and nice. I traded in my Honda shadow, in January. I received my Road King the third week of April.
Upon reaching 750 miles, I called the dealer and asked them what else do they do besides change the oil at the 1000 mile service. They went on about all the other things that they would need to check and do.
I explained to them it is impossible for me to get their during the day, and how could I arrange it? He said, drop it off on Thursday evening. Then you can pick it up Friday after work. So that's what I did. I dropped it off Thursday at 4pm, with 1400miles. I talked to him for about 10 minutes, and left.
Friday I get there at 4:10pm. He wanted to know what he could do for me? I said, I wanted to pick up my bike. He asked for the last name, and I told him. I look into the shop, and see it's up on a lift? He said, it's not ready right now (duh I can see that), but it will be ready today.
I didn't want to **** anybody off, so I just said ok and waited...... and waited, and waited. Finally at 5:55pm he tells me it's ready. He instructs me to go up front and pay the bill, and they will pull it around. As I turn around, he tells another customer his bike will be ready shortly. However, they got some grease and hand prints on it. So they are wiping it down and cleaning it up.
I pay my bill ($270 for a glorified oil change I think). I go back and get the keys. I walk out, and there is crap dripped on the front fender, oily hand prints on the grips, the handlebars, the seat, the hard bags, the hard bag latches, the mirrors etc. I wasn't inspecting it was blatantly obvious? I was so pissed off. I try to keep the bike spotless. In addition, I was supposed to be somewhere at 5pm and was late. So I just left.
Before anybody asks...... I took it in for this 1000 mile service, just in case something ever happened to the bike that's not my fault. I didn't want to hear any crap about the warranty being void or something, because I didn't have it serviced.
What's your thought? Is this normal service am I over reacting? I am trying to decide if I should just blow it off and go somewhere else? Write a letter to this place or what?
Upon reaching 750 miles, I called the dealer and asked them what else do they do besides change the oil at the 1000 mile service. They went on about all the other things that they would need to check and do.
I explained to them it is impossible for me to get their during the day, and how could I arrange it? He said, drop it off on Thursday evening. Then you can pick it up Friday after work. So that's what I did. I dropped it off Thursday at 4pm, with 1400miles. I talked to him for about 10 minutes, and left.
Friday I get there at 4:10pm. He wanted to know what he could do for me? I said, I wanted to pick up my bike. He asked for the last name, and I told him. I look into the shop, and see it's up on a lift? He said, it's not ready right now (duh I can see that), but it will be ready today.
I didn't want to **** anybody off, so I just said ok and waited...... and waited, and waited. Finally at 5:55pm he tells me it's ready. He instructs me to go up front and pay the bill, and they will pull it around. As I turn around, he tells another customer his bike will be ready shortly. However, they got some grease and hand prints on it. So they are wiping it down and cleaning it up.
I pay my bill ($270 for a glorified oil change I think). I go back and get the keys. I walk out, and there is crap dripped on the front fender, oily hand prints on the grips, the handlebars, the seat, the hard bags, the hard bag latches, the mirrors etc. I wasn't inspecting it was blatantly obvious? I was so pissed off. I try to keep the bike spotless. In addition, I was supposed to be somewhere at 5pm and was late. So I just left.
Before anybody asks...... I took it in for this 1000 mile service, just in case something ever happened to the bike that's not my fault. I didn't want to hear any crap about the warranty being void or something, because I didn't have it serviced.
What's your thought? Is this normal service am I over reacting? I am trying to decide if I should just blow it off and go somewhere else? Write a letter to this place or what?
RE: Input needed on a service issue?
You're not over-reacting in my view, but sadly this type of treatment seems to be more the norm these days than the exception.If I was going to have a dealer service my machine, I'd take it in on a Monday, Tuesday or Wednesday.Bike shopsexperience a lot of walk-in traffic closer to the weekend, and poorly disciplined servicewriters tend to take in too much work andloose track of their schedules. What's more, overworked and/or poorly trained mechanics result in the same outcome: Grumpy customers with dirty bikes.
I'm thinking very seriously about coming out of motorcycle-service retirement when Iretirefrom the oil & gas business! It seems to me that the notion of customer servicehas been completely re-defined these days.
I'm thinking very seriously about coming out of motorcycle-service retirement when Iretirefrom the oil & gas business! It seems to me that the notion of customer servicehas been completely re-defined these days.
Stellar HDF Member
Joined: May 2005
Posts: 2,137
Likes: 17
From:
RE: Input needed on a service issue?
Time-wise, they had it done by the end of the day so I wouldn't complain about that. You don't say they were supposed to have it done by 4pm or whatever.
As for the bill, they do (or are supposed to) go over a lot of stuff for the 1000 mile checkup, and some places charge more than $270, so I'd leave that.
But leaving grease and fingerprints all over the bike is unacceptable. I'd certainly let management know about that. They did try to clean up someone else's bike before they let it go, so they have a policy on this. One thing that the stuff all ove the bike shows is that they did check things all over the bike. But some mechanics just hate to clean their hands.
As for the bill, they do (or are supposed to) go over a lot of stuff for the 1000 mile checkup, and some places charge more than $270, so I'd leave that.
But leaving grease and fingerprints all over the bike is unacceptable. I'd certainly let management know about that. They did try to clean up someone else's bike before they let it go, so they have a policy on this. One thing that the stuff all ove the bike shows is that they did check things all over the bike. But some mechanics just hate to clean their hands.
RE: Input needed on a service issue?
ORIGINAL: mp
Time-wise, they had it done by the end of the day so I wouldn't complain about that. You don't say they were supposed to have it done by 4pm or whatever.
As for the bill, they do (or are supposed to) go over a lot of stuff for the 1000 mile checkup, and some places charge more than $270, so I'd leave that.
But leaving grease and fingerprints all over the bike is unacceptable. I'd certainly let management know about that. They did try to clean up someone else's bike before they let it go, so they have a policy on this. One thing that the stuff all ove the bike shows is that they did check things all over the bike. But some mechanics just hate to clean their hands.
Time-wise, they had it done by the end of the day so I wouldn't complain about that. You don't say they were supposed to have it done by 4pm or whatever.
As for the bill, they do (or are supposed to) go over a lot of stuff for the 1000 mile checkup, and some places charge more than $270, so I'd leave that.
But leaving grease and fingerprints all over the bike is unacceptable. I'd certainly let management know about that. They did try to clean up someone else's bike before they let it go, so they have a policy on this. One thing that the stuff all ove the bike shows is that they did check things all over the bike. But some mechanics just hate to clean their hands.
It may have just beenone of the newbiemechanics who was in a hurry to go ridin' himself, or perhaps they confusedthe bike with the other customer that was being finished up at the same time. (It happens when things get busy)
Certainlyanyone should complain about the condition oftheir sled whenthey picked it up, if for no other reason than to let them know that their service personnel need some training in good work practices. I certainly wouldn't run a dealer down for a single incident, but I'd sure let 'em know on any future visits thatI would appreciate gettingmy bike back in at least as good condition as it was whenI dropped it off.
Thread Starter
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Tourer
Joined: Jan 2007
Posts: 383
Likes: 0
From: Cleveland, Ohio
RE: Input needed on a service issue?
I definately understand the points from ZD and MP. I'm not really complainign about the price, I knew it when i took it in.
The day before he did know I get off work at 3:30, and said I couuld pick it up afterwards. I didn't get out of work until 4:00pm, and was behind already.
When I was going to school later in life (26-33), I worked for NISSAN for 7 years, Ford for 2 years, and a multitude of other jobs before that since High school. They used to push us to death, when they told a customer something....... "Rick we told him you have that transmission done by 3pm, come on man." "Rick we told them you would have that electrical short figured out by the end of the day, so they can have their car back....I don't want to have to call them and say it's not ready. Oh yeah, Rick don't get the interior dirty". On and on and on, I have been there myself.
So I understand, but I had to do what was supposed to be done. Why? Whether working on vehicles, landscaping, building something, or taking care of a patient in the hospital I have heard the same thing. "The customer is always right, please do your best so that they come back. Nothing less will be tolerated."
It seems that attitude anymore only seems to be wherever I am working? lol!
The day before he did know I get off work at 3:30, and said I couuld pick it up afterwards. I didn't get out of work until 4:00pm, and was behind already.
When I was going to school later in life (26-33), I worked for NISSAN for 7 years, Ford for 2 years, and a multitude of other jobs before that since High school. They used to push us to death, when they told a customer something....... "Rick we told him you have that transmission done by 3pm, come on man." "Rick we told them you would have that electrical short figured out by the end of the day, so they can have their car back....I don't want to have to call them and say it's not ready. Oh yeah, Rick don't get the interior dirty". On and on and on, I have been there myself.
So I understand, but I had to do what was supposed to be done. Why? Whether working on vehicles, landscaping, building something, or taking care of a patient in the hospital I have heard the same thing. "The customer is always right, please do your best so that they come back. Nothing less will be tolerated."
It seems that attitude anymore only seems to be wherever I am working? lol!
Road Warrior
Joined: Jul 2005
Posts: 1,578
Likes: 0
From:
RE: Input needed on a service issue?
I'd go in and tell them If you don't like doing that up front I'd write a letter and request a reply
My Dealer, Wash's ,blow dry, and wipes down of every Bike that comes out of service. They have 2 Full timers and their doing sowell that they're doing Detailing on Sundays for CASH
My Dealer, Wash's ,blow dry, and wipes down of every Bike that comes out of service. They have 2 Full timers and their doing sowell that they're doing Detailing on Sundays for CASH
Road Master
Joined: Mar 2007
Posts: 980
Likes: 0
From: Stafford, Virginia
RE: Input needed on a service issue?
Just look at the condition of your scoot as an "indicator." Pride in workmanship and customer satisfaction are NOT indicated in the condition of your returned scoot. If you're not gonna do it yourself - seek another service shop.
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Tourer
Joined: Mar 2007
Posts: 323
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From:
RE: Input needed on a service issue?
I think it was probably a mix up,every time I take a bike to dealer they wash it,BUT if you are mechanically inclined,and it sounds like you are,do it all yourself,for me that is part of the whole harley experience,and NO NO NO its been covered a million times YOU DONT HAVE TO HAVE HARLEY DO THE 1K TO KEEP WARANTY IN PLACE!!!! JUST DO IT and have fun....
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Extreme HDF Member
Joined: Apr 2006
Posts: 11,317
Likes: 11
From: Tucson, Az
RE: Input needed on a service issue?
They had a "customer waiting" that was a little bit irritated and I would venture a guess that in their anxiousness to return the bike to the customer as fast as possible they overlook what should be considered a miinor detail.
I wouldn't make an issue out of it. What does it cost you? Maybe 5 minutes and a few spritzes of Lemon Pledge.
If it happens again, under more normal circumstances, I would then say/do something about it.
I wouldn't make an issue out of it. What does it cost you? Maybe 5 minutes and a few spritzes of Lemon Pledge.
If it happens again, under more normal circumstances, I would then say/do something about it.
Cruiser
Joined: Nov 2005
Posts: 180
Likes: 0
From:
RE: Input needed on a service issue?
I had to look to see if you were from my area. I had the samething happen to me. It just so happens that I received a questionaire from Harley about service. I waited to fill it out after I had taken it in for a 10000 mile check up. I changed dealers for service because of finger prints and oil resdue on the bike. The new place I took it to washed the bike and it looked better then it did when I took it in. Since the service was so great, I filled out the questionaire about the dealer I had problems with. One of the questions asked if your bike was cleaned after service. I hope they actually read them and let the dealer know that I wasn't happy.