aztom66
.020 Over
I feel compelled to share my experience with my fellow R3Ters.
First of all let me start by saying I have been riding for a few years, My first bike was a 1982 Honda 400 CB automatic, I was 17 and have had a bike ever sense . I am 45 now and with many bikes in between, I now have my first R3T, and I must say I love it.
I bought her new in Scottsdale in Sept 2010 and I have apx 6600 miles on her, I had the triumph slip-on pipes installed along with the tune the dealer said was ideal for the pipes. and two new tires.( as you know tire longevity sucks on the R3T)
As a lot of my fellow R3Ters have stated in there posts ...the fuel gauge on the bike is somewhat problematic... indeed it is true, along with the fog light bulbs prematurely going out with in hours or each other and an early oil leak from the crank cover. (not a big deal) just messy.
Now to the story at hand...
Returning to AZ from a wonderful trip down the California cost, I left the R3T at the Scottsdale dealership to sort out a few issues, The fuel gauge, Fog lamps, and a nasty exhaust nose/leak from the manifold. We had to replace the rear tire in Simi Vally Ca. (it was toast) Front tire not so bad, so had it replaced in Scottsdale.
I was sure to explain all the issues to the 20 something yr old service writer, who I must say was very attentive to my plight. He told me it would be at least a week and a half/two weeks before he could get the parts for the fuel gauge, everything else would be no problem.
Problems:
A week later I get a call from a very sweet sounding girl. Sir... She said, It seems the gasket to the fuel sending unit was not included with the part to fix your fuel gauge issue, and it will be another two weeks before we will get it....
I asked, So... you will have had my bike for three week now ... Right? I told her that I was not very happy, but understood that **** happens... and asked for the inconvenience would you at least wash the bike for me? ...she Laughed!...pause... I don't think we do that she said in a somewhat dumbfounded voice. I then ask if the rest of the work had been completed, and if so do you have a total for me? after she put me on hold, the 20 yr old guy tells me some ungodly price. I think he could hear me gasping...so he said... the fog light bulbs are $38 bucks for the pair and we had to charge you $45 to install 'em. To that I said, if its not under warranty...you did not have the athority to replace anything , I will just replace the bulbs myself (one screw in each lamp...and the bulbs slip in) He then said, well we already put the bulbs in ...so we will reduce the labor by $20. It was my turn to laugh...
Two weeks Later...I get the call, Your bike is ready. I arrange a ride to Scottsdale (about 3 hours from the house)
I arrive at the dealership about 3:45 Friday afternoon. Its 112 degrees in the greater Phoenix area (but its a dry heat) I image hell is quite dry too.
The 20 something yr old service guy greets me with a smile, and tells me that the labor for the bulb install was removed and all I owe is for the price of the bulbs and the front tire and mounting. $235. We settle up and he says he will retrieve the bike for the basement and bring it around. I feel the happiness starting to well... haven't ridden in 3 weeks and was going to have a 3 hr trip back up the mountain (where its 30 degrees cooler).
He brings the bike around and the first thing I notice is all the dust covering, the bugs and road dirt from our last trip on the jet black paint. I walk around the Rocket and look it over ... dirty, but running and no exhaust noise, the gauge read full, so I don my due rag and sunglasses (no helmet law in Az..love it).
It Begins:
I get on the freeway and notice that the handlebars are not square. I know the front tire is new, so I expect a little slipping until its set. I put about 10 miles on the bike at about 70 MPH and the fuel gauge stats dropping to the half mark ...I'm so pissed, that's the same thing it was doing when I brought it in 3 week earlier...WTF!!
After a few more miles I decide to go right to the only other Triumph dealer in the Phoenix valley, AZ SUPPER BIKE in Chandler. On my arrival...I am some what dizzy from the heat and my frustration level it at its max.
I walk into the modest showroom and go straight to the water cooler ... after 3 or 4 cups of cool water I notice the guy behind the counter looking at me with a worried look... Are you alright sir? he asks me...
The Fix:
I tell my story to Greg (I'm sorry if I got your name wrong) I was a little out out of it at the moment.
Greg introduces me to his tech Kyle... and fills Kyle in on whats happening, It's around 5pm when Kyle takes my R3T into his shop. He tells me to relax have some more water , He will let me know what he can do to help me out.
About 20 min later Kyle comes out and asks me to follow him to the shop.
He shows me where the rubber grommet has been crushed on the right side of the handlebars. and shows me on his read out that the tune the Scottsdale dealer downloaded show obsolete. He explained this could be why your fuel gauge is not reading correctly.
He also points out , the tec that changed my front tire had left a huge glob of axle grease on the hub. He said he would have to charge me to fix the grommet but would only bill me the minimum shop fee of 1/2 hour, He downloaded the correct tune (for free) fixed my handlebars.
Around 6:30 Kyle comes out and tells me I will be bringing your bike around...we are washing it.
You are? I asked. He replied ... Its a shop policy to wash ever bike we work on. It's the best way to check for leaks and put an eyeball on every part of the bike.
With the new tune the bike is more responsive ...and guess what! ...the **** gas gauge works again (still needs to be calibrated) but doesn't drop to half mark after 10 or 15 miles.
I will deal with it when I take my Bike down for its 10,000 mile service.
Can you guess where I will take it?
Reimbursement:
I did talk to Lou ...The service Manager at Scottsdale. He did reimburse me for the handlebars and the tune that his tech downloaded. I told him my story and he said he would talk to the people involved. I don't think that your staff was aware of any wrong doing on there part.
It just comes down to the level of customer service you train your staff to administrator, and as far as I'm concerned, You the manager are found lacking in your training.
I hope this long winded post may help someone avoid what happened to me.
Safe Travels Fellow R3Ters.
First of all let me start by saying I have been riding for a few years, My first bike was a 1982 Honda 400 CB automatic, I was 17 and have had a bike ever sense . I am 45 now and with many bikes in between, I now have my first R3T, and I must say I love it.
I bought her new in Scottsdale in Sept 2010 and I have apx 6600 miles on her, I had the triumph slip-on pipes installed along with the tune the dealer said was ideal for the pipes. and two new tires.( as you know tire longevity sucks on the R3T)
As a lot of my fellow R3Ters have stated in there posts ...the fuel gauge on the bike is somewhat problematic... indeed it is true, along with the fog light bulbs prematurely going out with in hours or each other and an early oil leak from the crank cover. (not a big deal) just messy.
Now to the story at hand...
Returning to AZ from a wonderful trip down the California cost, I left the R3T at the Scottsdale dealership to sort out a few issues, The fuel gauge, Fog lamps, and a nasty exhaust nose/leak from the manifold. We had to replace the rear tire in Simi Vally Ca. (it was toast) Front tire not so bad, so had it replaced in Scottsdale.
I was sure to explain all the issues to the 20 something yr old service writer, who I must say was very attentive to my plight. He told me it would be at least a week and a half/two weeks before he could get the parts for the fuel gauge, everything else would be no problem.
Problems:
A week later I get a call from a very sweet sounding girl. Sir... She said, It seems the gasket to the fuel sending unit was not included with the part to fix your fuel gauge issue, and it will be another two weeks before we will get it....
I asked, So... you will have had my bike for three week now ... Right? I told her that I was not very happy, but understood that **** happens... and asked for the inconvenience would you at least wash the bike for me? ...she Laughed!...pause... I don't think we do that she said in a somewhat dumbfounded voice. I then ask if the rest of the work had been completed, and if so do you have a total for me? after she put me on hold, the 20 yr old guy tells me some ungodly price. I think he could hear me gasping...so he said... the fog light bulbs are $38 bucks for the pair and we had to charge you $45 to install 'em. To that I said, if its not under warranty...you did not have the athority to replace anything , I will just replace the bulbs myself (one screw in each lamp...and the bulbs slip in) He then said, well we already put the bulbs in ...so we will reduce the labor by $20. It was my turn to laugh...
Two weeks Later...I get the call, Your bike is ready. I arrange a ride to Scottsdale (about 3 hours from the house)
I arrive at the dealership about 3:45 Friday afternoon. Its 112 degrees in the greater Phoenix area (but its a dry heat) I image hell is quite dry too.
The 20 something yr old service guy greets me with a smile, and tells me that the labor for the bulb install was removed and all I owe is for the price of the bulbs and the front tire and mounting. $235. We settle up and he says he will retrieve the bike for the basement and bring it around. I feel the happiness starting to well... haven't ridden in 3 weeks and was going to have a 3 hr trip back up the mountain (where its 30 degrees cooler).
He brings the bike around and the first thing I notice is all the dust covering, the bugs and road dirt from our last trip on the jet black paint. I walk around the Rocket and look it over ... dirty, but running and no exhaust noise, the gauge read full, so I don my due rag and sunglasses (no helmet law in Az..love it).
It Begins:
I get on the freeway and notice that the handlebars are not square. I know the front tire is new, so I expect a little slipping until its set. I put about 10 miles on the bike at about 70 MPH and the fuel gauge stats dropping to the half mark ...I'm so pissed, that's the same thing it was doing when I brought it in 3 week earlier...WTF!!
After a few more miles I decide to go right to the only other Triumph dealer in the Phoenix valley, AZ SUPPER BIKE in Chandler. On my arrival...I am some what dizzy from the heat and my frustration level it at its max.
I walk into the modest showroom and go straight to the water cooler ... after 3 or 4 cups of cool water I notice the guy behind the counter looking at me with a worried look... Are you alright sir? he asks me...
The Fix:
I tell my story to Greg (I'm sorry if I got your name wrong) I was a little out out of it at the moment.
Greg introduces me to his tech Kyle... and fills Kyle in on whats happening, It's around 5pm when Kyle takes my R3T into his shop. He tells me to relax have some more water , He will let me know what he can do to help me out.
About 20 min later Kyle comes out and asks me to follow him to the shop.
He shows me where the rubber grommet has been crushed on the right side of the handlebars. and shows me on his read out that the tune the Scottsdale dealer downloaded show obsolete. He explained this could be why your fuel gauge is not reading correctly.
He also points out , the tec that changed my front tire had left a huge glob of axle grease on the hub. He said he would have to charge me to fix the grommet but would only bill me the minimum shop fee of 1/2 hour, He downloaded the correct tune (for free) fixed my handlebars.
Around 6:30 Kyle comes out and tells me I will be bringing your bike around...we are washing it.
You are? I asked. He replied ... Its a shop policy to wash ever bike we work on. It's the best way to check for leaks and put an eyeball on every part of the bike.
With the new tune the bike is more responsive ...and guess what! ...the **** gas gauge works again (still needs to be calibrated) but doesn't drop to half mark after 10 or 15 miles.
I will deal with it when I take my Bike down for its 10,000 mile service.
Can you guess where I will take it?
Reimbursement:
I did talk to Lou ...The service Manager at Scottsdale. He did reimburse me for the handlebars and the tune that his tech downloaded. I told him my story and he said he would talk to the people involved. I don't think that your staff was aware of any wrong doing on there part.
It just comes down to the level of customer service you train your staff to administrator, and as far as I'm concerned, You the manager are found lacking in your training.
I hope this long winded post may help someone avoid what happened to me.
Safe Travels Fellow R3Ters.
