Would you stand for this?
Road Warrior
Joined: Oct 2009
Posts: 1,384
Likes: 3
From: California
If the axle was frozen, it's good business practice for the tech to get with the service writer to go and speak with the customer and explain that the axle is frozen and if it breaks coming out, then he will need another axle at his cost. Again, I don't know both sides of the story, but I'd certainly work with the customer.
Stellar HDF Member
Joined: Jan 2008
Posts: 3,036
Likes: 65
From: Earth
If the axle was frozen, it's good business practice for the tech to get with the service writer to go and speak with the customer and explain that the axle is frozen and if it breaks coming out, then he will need another axle at his cost. Again, I don't know both sides of the story, but I'd certainly work with the customer.
Tourer
Joined: Aug 2009
Posts: 474
Likes: 5
If the dealer were to send a runner to get the part for the cutomer, what should they get paid for that service? The dealer was willing to get one shipped, but the cutomer needed the bike ASAP. Should the dealer charge the rate of the runner back?
Tourer
Joined: Aug 2008
Posts: 275
Likes: 4
From: MA
Since it wasn't his local dealer, I can understand why he paid and fetched so he could get home. The other option was to ship the bike to another repair place to fix it, and he would still need to pay for it wherever he took it. But my question is how did he drive to pick it up if his bike was in the shop? Did they lend him some wheels?
Road Warrior
Joined: Nov 2008
Posts: 1,296
Likes: 3
From: Cheltenham, UK
I am all for customer service and dealer taking responsibility. I am also one who would aggressively fight my corner if I felt i was being stitched up. Understanding there could be both sides to the story as Dawg pointed out in the OP, personally if I was "hanging about waiting for my bike to get fixed" I would happily jump in a car and do the run if it meant getting the job done quicker.
As much as anyone in business is desperate to focus on customer service and "be the best" customers also should try to be reasonable and cooperate. I find I always get more from my dealer doing this. If I am not in a rush or stressed, i will tell them and not create an unnecessary panic. That was I am hoping that one day when i tell them I am they will take me seriously
As much as anyone in business is desperate to focus on customer service and "be the best" customers also should try to be reasonable and cooperate. I find I always get more from my dealer doing this. If I am not in a rush or stressed, i will tell them and not create an unnecessary panic. That was I am hoping that one day when i tell them I am they will take me seriously
Outstanding HDF Member
Joined: Jul 2009
Posts: 2,447
Likes: 0
From: Danville Va, Providence NC
Years ago, my Mom took a car to a shop to get a flat tire fixed. They replaced all belts and hoses, and charged her out the ****. Without permission. My Dad got back in town, and they promptly refunded the money for the replacement parts. They hadn't run across a John Dowdy, lmao.
Account Retired
Joined: Oct 2009
Posts: 3,245
Likes: 12
From: Here
The bike being an 01 and the axle didn't slide out without hammering, the tech should have told the service manager so he could make the customer aware there was a possibility the shaft may have to be replaced. I can see both sides here need to give a little. The Customer isn't always right, but he's the customer and the one that's buying bikes.
Thread Starter
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Seasoned HDF Member
Joined: Jun 2006
Posts: 28,552
Likes: 3,954
From: Vermont
I didn't ask how he got there, I assume that he was probably traveling with a group and borrowed a bud's bike or something. Again, I wish I knew the other dealer's side of the story because I am simply at the mercy of the customer's story who came in for the part. I know that we've gone farther for customers to get them back on the road than this.
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Elite HDF Member
Joined: Jan 2008
Posts: 4,351
Likes: 461
From: Illinois
This could go either way. Not enough info when you only have one side of the story. As far as we know at this point, the customer WAS told that the axle was seized and what may or may not happen from here on out.
The customer is not always right, but the customer always seems to come up with a story that sure makes you believe he was right.
Dennis
The customer is not always right, but the customer always seems to come up with a story that sure makes you believe he was right.
Dennis
Elite HDF Member
Joined: Apr 2010
Posts: 4,140
Likes: 0
From: north carolina
If the axle was frozen, it's good business practice for the tech to get with the service writer to go and speak with the customer and explain that the axle is frozen and if it breaks coming out, then he will need another axle at his cost. Again, I don't know both sides of the story, but I'd certainly work with the customer.