Kawasaki Vulcan Forum banner

1 - 19 of 19 Posts

·
Registered
Joined
·
1,232 Posts
Discussion Starter #1 (Edited)
A few weeks ago I noticed the Dunlops were about worn out so I ordered some Commander II's. The front shows up two day's latter but no rear. After a week I called in to check still no rear the parts manager, who has been very helpful since I purchased the Nomad used, said he would check into it. He called me back that afternoon to say the place he ordered from was out of stock on the rear tire and there were none available in the south east but he had found one in Texas and was having it shipped. Expecting another several day's delay I was very surprised when the next afternoon I got the call the tire was in. They had over nighted it at there own expense because I had been waiting so long.

All of this sounds reasonable up to this point so why the frustration? Well here it comes.


The rear tire came in on Friday so Saturday I take the bike in, talk to the service tech's gave them what history I know about the bike tell them to look for any problems while doing the work and that according to Kawa. web the ECU recall had never been done on it. They tell me it will be checked and there are several others in front of me so it will be Wednesday before I get it back. Sounded like a long time for two tires to be put on but because I have already done Ray's throttle mod and the Thunder intake gasket and am still having stumbling issues I wanted to get the ECU done before I chase that problem any further. That afternoon they leave a message saying the ECU has not been done and that they will order one. Fast forward to Wednesday no call so Thursday morning I call get no answers but they will call me back and give me the status. That afternoon they call back and say the ECU was ordered out of California and will take five business day's to arrive. My response to this was ok I will come by and pick the bike up and when the ECU comes in call me and it can be changed then. But sir we haven't done anything to it yet. So you have had it for five business day's and the tires are not even on it yet? No sir we will do all the work on it at the same time. Ok I will come and get it and you can call me when the ECU comes in. Sir we can't release the bike to you because this is a safety recall. At this point arguing with this service righter over the phone was going to get me no where and still being at work and miles away was probably a good thing. Today I stopped in and told the parts manager his goodwill gesture of over nighting the rear tire was for nothing and explained what was going on and he told me he placed the order for the ECU Wednesday, three day's after service new they needed it. I didn't even go to the service department because if I had at that time I would have done or said something I would not be proud of latter.
 

·
Premium Member
Joined
·
2,384 Posts
Not making excuses for them, but after running a computer repair shop for a couple of decades, I can tell you that all jobs simply become just that-a job in the line. For you, it is your personal baby, your transport, hell, maybe your reason for getting up in the morning. I'm in Tennessee, and avoid ordering parts from CA like the plague for that very reason-five days! If there is no choice, I will try to contact the customer and offer for them to pick up the extra cost for faster shipping. Either way, they then know what is going on.
The other bite on service work for a busy shop-how much slower will the work get done if they are stopping to call the customers and tell them the status changes on every job? It really is a "no-win" for the shop. It always comes down to finding a shop that you trust. If you trust them to do a quality job on your bike as quickly as they reasonably can, then let it slide. If you do not, after this job is done, look for another shop. Regardless, it will all feel much better once you're back on the road!
 

·
Premium Member
Joined
·
1,669 Posts
SORRY TO HEAR....far too often dealership service (circus?) departments are geared to make money at the expense of customer service. To make life easier on them it copromises your experience in gettin your skoot serviced.

RACNRAY
 

·
Registered
Joined
·
492 Posts
I think we've all run into this. Almost every time I have my bike in the shop it takes a lot longer than they estimate.
I recently took my mower in because it wouldn't start. The estimate was 3 days. It took 3 weeks! I was pretty frustrated. However, they gave me a bag for my mower for free. I felt better after that! I have figured out that if the job is done correctly I'm o.k. with a delay.

Sent from Motorcycle.com Free App
 

·
Registered
Joined
·
1,232 Posts
Discussion Starter #5
Having to order parts I get and understand. Knowing it on Saturday and ordering it on Wednesday not so much. And the worst part is they haven't touched the tires which is a completely different work action and if they find a worn part doing that after all this time I will be waiting longer because they haven't had anything in stock for this bike yet.

Jerry I was in the maintenance department for my company for over twenty five years and I get the just another job in the line thing but if I ran across a problem that another department would have to handle I made sure that department had the info then not three day's later.
 

·
Registered
Joined
·
3,887 Posts
The shop here in Dalton for some reason only places orders on wednesdays and saturdays. Maybe its a Kawasaki thing that they only accept orders on these days? You say you purchased the bike used, was it from them, another dealer, or a private owner? If from a dealer, the ECU should have already been done if it a safety issue to the extent that they cant releace it to you. As far as delays getting started on it I can see them not wanting to start on it repeatedly, but also, if they do find something else wrong they will anyway. This is also the peak work load for most shops because people are getting their bikes serviced now for the summer months. This doesnt make the frustration any easier for the customer.
 

·
Registered
Joined
·
2,656 Posts
Another reason I am glad I service my own bikes.

I've had to deal with the stealer for some recalls and they tried the "we have to have the bike here to order the parts" and I said "No, I ride the bike to work" "This is not a toy to me, when the part comes in, call me and I will bring the bike in". Then, when I inspect their work, I find a cross threaded fastener that they couldn't even drive in all the way with their power driver. This has happened on more than one occasion.
 

·
Registered
Joined
·
1,232 Posts
Discussion Starter #8
Rick, I bought the bike last October from an individual but he had only had it for one summer. I do not think it has seen a dealership since it rolled out of the first one.

Two, I am with you on doing my own service, I have already corrected several things on this scoot that just made me scratch my head like cross threaded air box screws miss matched bolts in the saddle bag hinges etc.
 

·
Premium Member
Joined
·
2,384 Posts
Jerry I was in the maintenance department for my company for over twenty five years and I get the just another job in the line thing but if I ran across a problem that another department would have to handle I made sure that department had the info then not three day's later.
Yup, I totally agree with you, I do as well. I always try however to take a look at it from the other side. While I don't always agree with whatever, perhaps I can at least understand why or how. And in some cases, it really does boils down to crappy service, and then you find a new shop!
 

·
Registered
Joined
·
702 Posts
Believe me I'm not defending the dealer but keep in mind that this is their busiest time of the year and they're probably under staffed like everyone else nowadays and getting a straight answer out of them is maybe a stretch. I feel your pain though...
 

·
Premium Member
Joined
·
1,707 Posts
Thats why I used to take the tires off and only take the wheels/tires to the dealer for new tires, then I got a tire changer of my own.... but now that I have moved and no longer have my beloved Gates tire machine (it stayed with the shop when I sold my house), I will take the tires/wheels off and take those to the dealer. Not the whole motorcycle as you can usually get it done while you are waiting.

Yep most shops don't do anything until ALL the parts get in for whatever it is there for. Even the Yama/Kawa dealer I worked for. Trust me, you do not want to have your baby in a shop that has 50 disassembled motorcycles in it waiting for parts. Your Kawa will com home with Suzuki parts on it.... even though it just might be an improvement....
 

·
Registered
Joined
·
494 Posts
I feel your pain I have a 2011 vaquero that has been at the dealer off and on sence new and never less than two weeks. And I mean for an.8 hour repair took a week and a half out of the 2.4 years Iv owned it its been in the shop 7 times not counting the time at the privet shop. And they don't care if you need your bike or not counting the time I have owned it its been in the shop 16 weeks and has one more time at the dealer to have a oil leak fixed right before the warannty is up they have to split the case to fix it right. Good winter project if i dont trade it first good luck to you and hope they don't find anything else wrong while doing the work.
 

·
Registered
Joined
·
1,232 Posts
Discussion Starter #13
Update, I was passing the shop yesterday and stopped in to see if by chance there had been any progress, well there hasn't been, but they did say that they had eye balled the drive belt, brakes, etc. and every thing looked good so there should not be any extra delay's after the ECU comes in.

I have definitely learned a valuable lesson though," Never put a bike in the shop until all parts are in hand ".

One of the other customers in the shop said I should barrow a bike from someone with an extra, I told him I didn't no of any but it got me to thinking. Later this summer when I get all the kinks worked out of the Nomad I am going to pull it apart for a fresh paint job to fix all the little cosmetic problems that are driving me crazy and as I will be doing most of it myself it will be down for about a month so another bike to ride would, no! bad tinker, bad bad bad.

The worst part of all is this is the first weekend with no rain since January.

In my errand running yesterday I finally found an auxiliary Led break light to mount under the luggage rack but I need the bike to fab up a bracket. I spent enough money on gas for my Z71 to pay for the light.
 

·
Registered
Joined
·
1,232 Posts
Discussion Starter #14
IL, wow 16 weeks, mine is my daily driver and if it was giving me that much trouble it would be trade bait.
 

·
Registered
Joined
·
101 Posts
I have an inheremt dis trust for the service at any dealership based on:

Wife's first new car they stripped the sump plug....and tried to deny it..

Wife's second new car...they removed the plastic cowling from under the engine bay to access the oil filter....left it off...told me it must of fell off

A new dirt bike...muffler on wrong and hit the rear wheel over a jump..dented...

my new truck...two greasy paw prints on the roof liner...

there is no way in this world will any dealer touch my VN1700

:(
 

·
Registered
Joined
·
1,232 Posts
Discussion Starter #16
Finally got the Nomad bake this afternoon right before the dealership closed. It was in the shop from the 18th through the 29th. The ECU they thought was in California actually came from some where in Canada. Any way, it seems to have been the ticket for the ten mile trip from the dealership to home no stumbles at all, hopefully I will get an opportunity to go for some longer rides in the next few day's to check it out more thoroughly. I did notice on just the short trip that Ray's throttle mod was even crisper than before, thanks again Ray.

What was the title of this thread, oh yeah, "Pure Frustration", well here it comes again. When I walked out to the bike the Commander II's looked good on it so I pull out into traffic and notice a little whine that seems to be coming from both ends of the bike. I figure no big deal new tires with the mold nobbies and all are going to make a little noise. Well a little farther down the road, the whine seems to be transferring from front to back depending on whether I am on or off the throttle. Having read about the factory spec on the belt tension being to high several times on this forum I new what the problem was, but by this time the dealership would have been closed so I road it on home. As soon as I pulled in I put it up on the jack and not only is the belt tight it is way to tight. The same effort that gave about four revolutions out of the front only gets about a quarter turn from the rear.

When I picked the bike up I asked if it had been ridden to make sure every thing was right on it and was assured it had been. I talked to every one in the shop that had any thing to do with the bike from the shop manager to the mechanic that did the service and they were all nice and help full, but nice and help full does not always translate to competent.

Thanks for letting me vent guy's I guess it 's time to pull up the shop manual and figure this out. The last time I had to do this all that had to be done was loosen the axle nuts a little, back off the chain tensioner nut a couple turns and snug every thing back up but I have a feeling there is a little more to this than that.
 

·
Registered
Joined
·
507 Posts
I have had some great service. I guess I have been lucky. I just got tires ordered last Friday. They quoted me 4 - 5 days to get the tires in and installed. They arrived Monday, and installed them Monday. Bike was ready Monday afternoon.

They have surprised me twice like this. The guys there are all riders, and the service guy told me "I know what it's like to be without your ride for a few days".

Rare service, but keeps customers loyal, even if they are not the cheapest all the time (although they are usually close). I had a wind shield quoted there, it was only $8.00 more than the cheapest online price I could find it for.
 

·
Registered
Joined
·
2,098 Posts
When I get good service anywhere, I make a big deal out of it. When service is bad... whether it is how they handle me as a customer, or if the work is imperfect, they lose a customer and I give them feedback in some form or fashion.

The only service I've had is tires ordered and mounted and the shop did a great job.
 

·
Registered
Joined
·
1,068 Posts
When I get good service anywhere, I make a big deal out of it. When service is bad... whether it is how they handle me as a customer, or if the work is imperfect, they lose a customer and I give them feedback in some form or fashion.
+1, especially on praising good service. That is done too infrequently these days. Folks only remember the time that something was done wrong or it took too long.

Altho, I have to say I'd probably throw a man-sized temper tantrum if someone refused to release my bike to me. If they haven't done the work and I don't owe them money, they need to give me the damn keys if I ask for them.
 
1 - 19 of 19 Posts
Top