Service: Big dealer vs. Small dealer?
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Grand HDF Member
Joined: Nov 2017
Posts: 4,250
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From: Texas
Service: Big dealer vs. Small dealer?
Had an interesting experience, wondering if you folks have experienced similar...
Bought my bike from a small dealer, as they're the one who accepted my offer. This dealer is part of a three-dealer group, all are owned by the same group, but this one is definitely the smallest. The other two dealerships in the group are fairly huge, maybe 100+ bikes in the showroom, big expansive parts department, huge service department, tons of salesmen. The little dealer is clearly the red-headed stepchild of the group, the facility's not nearly as fancy, even looks a little more run-down, they have maybe 30 bikes on the floor, and there are zero salesmen; I negotiated the deal with the general manager and finished it with the sales manager, they're the entire sales department.
Anyway, I worried that the little dealer was maybe not long for this world, and the biggest of the three dealers is actually closest to my house, so I went to the big shiny new dealer to have the cruise control installed, about a month ago. Same service rates, everything seemed fine. When I wanted to change out my tappet covers and pushrod covers, I asked 'em for a quote: six hours of labor; the little dealer gave me a great quote, so I went with them, and after it was done, the bike went in limp mode during the test ride. Wondering why, the tech traced a cable and found that a connector had come disconnected, and that the routing of the wires through the main bushing by the fork neck was all mish-mashed. I had never touched that stuff. Ever. It struck me -- was this jacked up from when the big dealer put in the cruise control? That's the only thing that had been done to the bike that involved that cabling. Technician said very likely yes... even though I'd been riding the bike for a month with no problem. Said the connectors, if properly connected, do not come disconnected, so the big-dealer tech must have pushed it together far enough for it to work for a while, but it gradually worked its way loose and finally gave way during the after-service demo ride.
He then said -- the big dealers get all the newbie techs, all the guys who suck. Said those kind of techs can't get hired at the little shops, because the little shops only have maybe three techs total -- he then said he has 25+ years experience, pointed to another guy and said he has 30+, etc. He said that you gotta be good to get hired at the little shops, because there are so few openings that they're very selective, whereas at the big dealer they may have a dozen or more spots to fill and they'll fill 'em with whoever walks through the door and says they can hold a wrench.
I have no idea if this is true; but I can certainly see the logic in it from a business owner's perspective. Then again, it could sound self-serving on behalf of that technician. So the question is: does this sound about right to you guys who have experienced service at many dealerships over the years/decades? Smaller dealership resulting in better technicians?
Bought my bike from a small dealer, as they're the one who accepted my offer. This dealer is part of a three-dealer group, all are owned by the same group, but this one is definitely the smallest. The other two dealerships in the group are fairly huge, maybe 100+ bikes in the showroom, big expansive parts department, huge service department, tons of salesmen. The little dealer is clearly the red-headed stepchild of the group, the facility's not nearly as fancy, even looks a little more run-down, they have maybe 30 bikes on the floor, and there are zero salesmen; I negotiated the deal with the general manager and finished it with the sales manager, they're the entire sales department.
Anyway, I worried that the little dealer was maybe not long for this world, and the biggest of the three dealers is actually closest to my house, so I went to the big shiny new dealer to have the cruise control installed, about a month ago. Same service rates, everything seemed fine. When I wanted to change out my tappet covers and pushrod covers, I asked 'em for a quote: six hours of labor; the little dealer gave me a great quote, so I went with them, and after it was done, the bike went in limp mode during the test ride. Wondering why, the tech traced a cable and found that a connector had come disconnected, and that the routing of the wires through the main bushing by the fork neck was all mish-mashed. I had never touched that stuff. Ever. It struck me -- was this jacked up from when the big dealer put in the cruise control? That's the only thing that had been done to the bike that involved that cabling. Technician said very likely yes... even though I'd been riding the bike for a month with no problem. Said the connectors, if properly connected, do not come disconnected, so the big-dealer tech must have pushed it together far enough for it to work for a while, but it gradually worked its way loose and finally gave way during the after-service demo ride.
He then said -- the big dealers get all the newbie techs, all the guys who suck. Said those kind of techs can't get hired at the little shops, because the little shops only have maybe three techs total -- he then said he has 25+ years experience, pointed to another guy and said he has 30+, etc. He said that you gotta be good to get hired at the little shops, because there are so few openings that they're very selective, whereas at the big dealer they may have a dozen or more spots to fill and they'll fill 'em with whoever walks through the door and says they can hold a wrench.
I have no idea if this is true; but I can certainly see the logic in it from a business owner's perspective. Then again, it could sound self-serving on behalf of that technician. So the question is: does this sound about right to you guys who have experienced service at many dealerships over the years/decades? Smaller dealership resulting in better technicians?
Tourer
Joined: Mar 2010
Posts: 415
Likes: 149
From: new zealand
Had an interesting experience, wondering if you folks have experienced similar...
Bought my bike from a small dealer, as they're the one who accepted my offer. This dealer is part of a three-dealer group, all are owned by the same group, but this one is definitely the smallest. The other two dealerships in the group are fairly huge, maybe 100+ bikes in the showroom, big expansive parts department, huge service department, tons of salesmen. The little dealer is clearly the red-headed stepchild of the group, the facility's not nearly as fancy, even looks a little more run-down, they have maybe 30 bikes on the floor, and there are zero salesmen; I negotiated the deal with the general manager and finished it with the sales manager, they're the entire sales department.
Anyway, I worried that the little dealer was maybe not long for this world, and the biggest of the three dealers is actually closest to my house, so I went to the big shiny new dealer to have the cruise control installed, about a month ago. Same service rates, everything seemed fine. When I wanted to change out my tappet covers and pushrod covers, I asked 'em for a quote: six hours of labor; the little dealer gave me a great quote, so I went with them, and after it was done, the bike went in limp mode during the test ride. Wondering why, the tech traced a cable and found that a connector had come disconnected, and that the routing of the wires through the main bushing by the fork neck was all mish-mashed. I had never touched that stuff. Ever. It struck me -- was this jacked up from when the big dealer put in the cruise control? That's the only thing that had been done to the bike that involved that cabling. Technician said very likely yes... even though I'd been riding the bike for a month with no problem. Said the connectors, if properly connected, do not come disconnected, so the big-dealer tech must have pushed it together far enough for it to work for a while, but it gradually worked its way loose and finally gave way during the after-service demo ride.
He then said -- the big dealers get all the newbie techs, all the guys who suck. Said those kind of techs can't get hired at the little shops, because the little shops only have maybe three techs total -- he then said he has 25+ years experience, pointed to another guy and said he has 30+, etc. He said that you gotta be good to get hired at the little shops, because there are so few openings that they're very selective, whereas at the big dealer they may have a dozen or more spots to fill and they'll fill 'em with whoever walks through the door and says they can hold a wrench.
I have no idea if this is true; but I can certainly see the logic in it from a business owner's perspective. Then again, it could sound self-serving on behalf of that technician. So the question is: does this sound about right to you guys who have experienced service at many dealerships over the years/decades? Smaller dealership resulting in better technicians?
Bought my bike from a small dealer, as they're the one who accepted my offer. This dealer is part of a three-dealer group, all are owned by the same group, but this one is definitely the smallest. The other two dealerships in the group are fairly huge, maybe 100+ bikes in the showroom, big expansive parts department, huge service department, tons of salesmen. The little dealer is clearly the red-headed stepchild of the group, the facility's not nearly as fancy, even looks a little more run-down, they have maybe 30 bikes on the floor, and there are zero salesmen; I negotiated the deal with the general manager and finished it with the sales manager, they're the entire sales department.
Anyway, I worried that the little dealer was maybe not long for this world, and the biggest of the three dealers is actually closest to my house, so I went to the big shiny new dealer to have the cruise control installed, about a month ago. Same service rates, everything seemed fine. When I wanted to change out my tappet covers and pushrod covers, I asked 'em for a quote: six hours of labor; the little dealer gave me a great quote, so I went with them, and after it was done, the bike went in limp mode during the test ride. Wondering why, the tech traced a cable and found that a connector had come disconnected, and that the routing of the wires through the main bushing by the fork neck was all mish-mashed. I had never touched that stuff. Ever. It struck me -- was this jacked up from when the big dealer put in the cruise control? That's the only thing that had been done to the bike that involved that cabling. Technician said very likely yes... even though I'd been riding the bike for a month with no problem. Said the connectors, if properly connected, do not come disconnected, so the big-dealer tech must have pushed it together far enough for it to work for a while, but it gradually worked its way loose and finally gave way during the after-service demo ride.
He then said -- the big dealers get all the newbie techs, all the guys who suck. Said those kind of techs can't get hired at the little shops, because the little shops only have maybe three techs total -- he then said he has 25+ years experience, pointed to another guy and said he has 30+, etc. He said that you gotta be good to get hired at the little shops, because there are so few openings that they're very selective, whereas at the big dealer they may have a dozen or more spots to fill and they'll fill 'em with whoever walks through the door and says they can hold a wrench.
I have no idea if this is true; but I can certainly see the logic in it from a business owner's perspective. Then again, it could sound self-serving on behalf of that technician. So the question is: does this sound about right to you guys who have experienced service at many dealerships over the years/decades? Smaller dealership resulting in better technicians?
The result here is often take what you get " we are successful by default" attitude. Not so much from the guys on the ground, but definitely from a management perspective. I service local, because I know the tech. I bought from the far North. Dealer Principal not like that at all. Drove all the way down with the bike, crossed the ocean and kept going to get me the bike I wanted before Christmas. I bought him a big trophy and had it engraved. World's Greatest Dealer!
Last edited by kb_jag; Mar 14, 2018 at 08:06 PM.
Road Warrior
Joined: Jun 2016
Posts: 1,751
Likes: 263
From: Catalina AZ
I say flip a quarter...
#1 Everyone has a bad day, or can miss something (the clip, no one is perfect {did it break}).
#2. You can get $hit service any place (luck of the draw, good/bad day, everyone has them).
#3 If they know you (and you are not a dick) odds are most will treat you right.
#4 Some things you may consider not ok, they are ok with.
I am sure that list can be longer, the bottom line is unless you do it yourself you will always get someone elses work.
That may or may not be up to your approval/standard.
If you find someone that does good work for you (in your opinion) stick with them.
I like to do most of my own work because I like my work (wife just laughs and says I am picky).
If I have any work done (at my closest dealer) I ALWAYS tell them not to wash the bike.
Why? because they can't pull there head out and do it without soaking the seat.
Even if ask them not to, so I gave up and told them NO more...
Like the wife say's I am picky (I guess) personally it just makes sense to me.
#1 Everyone has a bad day, or can miss something (the clip, no one is perfect {did it break}).
#2. You can get $hit service any place (luck of the draw, good/bad day, everyone has them).
#3 If they know you (and you are not a dick) odds are most will treat you right.
#4 Some things you may consider not ok, they are ok with.
I am sure that list can be longer, the bottom line is unless you do it yourself you will always get someone elses work.
That may or may not be up to your approval/standard.
If you find someone that does good work for you (in your opinion) stick with them.
I like to do most of my own work because I like my work (wife just laughs and says I am picky).
If I have any work done (at my closest dealer) I ALWAYS tell them not to wash the bike.
Why? because they can't pull there head out and do it without soaking the seat.
Even if ask them not to, so I gave up and told them NO more...
Like the wife say's I am picky (I guess) personally it just makes sense to me.
Tourer
Joined: May 2017
Posts: 443
Likes: 75
From: Xenia OH
Pretty spot on assessment. I've been a diesel mechanic for roughly 28 years and seen alot of mechanics . It's the same scenario whether it's a car shop, truck shop or a bike shop. Big shops get the new guys "learning" on your equipment . Small shops have the experienced guys. Now of course there are ALWAYS exceptions to the rule. But that's how it goes for the most part.
You got a newbie mechanic and he didn't get that plug to lock in. It worked it's way loose. I say you should raise hell till they cover it.
You got a newbie mechanic and he didn't get that plug to lock in. It worked it's way loose. I say you should raise hell till they cover it.
Club Member
Joined: Aug 2008
Posts: 22,848
Likes: 17,894
From: Lafayette, Louisiana
So did you feel embarrassed about getting the cruise Control installed at a different dealer than you bought the bike from and cut you a deal on the pushrod cover installation?
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Grand HDF Member
Joined: Nov 2017
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From: Texas
You got a newbie mechanic and he didn't get that plug to lock in. It worked it's way loose. I say you should raise hell till they cover it.
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Thread Starter
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Grand HDF Member
Joined: Nov 2017
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Likes: 3,129
From: Texas
But no -- I didn't feel embarrassed about it, because the big dealer is a lot closer to my house. I had intended to move all my business over there. After that experience, I'm stickin' with the little dealer.
Cruiser
Joined: Dec 2017
Posts: 217
Likes: 86
From: alexandria in
every long time service guy was the new kid once. give them a break. it makes sense for the new guy to go to the bigger dealers, they see more bikes, more variety and end up with more training, and become the good techs with 30 years experience. for a new guy starting in a small shop, he likely won't see as much variety, and the other techs won't have the free time to show him the ropes. think about doctors, most start at a large hospital, where they are exposed to a variety of conditions, then gravitate to private practice or smaller clinics.
as for me, i take my bike to where i bought it until they give me a reason not to. having a relationship is important, not just saving a couple bucks. mistakes can happen in any shop.
as for me, i take my bike to where i bought it until they give me a reason not to. having a relationship is important, not just saving a couple bucks. mistakes can happen in any shop.
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