Famous words ::::::::its on backlog

[Sidecar Flip]

If my dealer's parts and service dept's were half as attentive as the sales dept they might be tolerable. What drove me nuts was when the water pump was leaking I called and told them "hey, my water pump is leaking ... when can I get it replaced?" The answer was "well, we have to look at it 1st ... to be sure it's leaking. Then if it is, we have to order one." I told them "well, it is leaking ... can't you just order the part, let me know when it's in and I'll come in then?" I hate throwing this repair shops but I was an ASE certified master mechanic for 20yrs, I think I know when a water pump shaft seal has failed or was bad out of the box. Anyway, he said that it was Triumphs policy, not theirs and that was that. So two trips later and 3 weeks waiting for the part, 4 weeks waiting for a service apointment ... they replaced the leaking water pump.
I was amazed they didn't stock a water pump in the 1st place, hell aren't they the same for every year bike? Customer service has really gone down the tubes, especially here on the east coast. It's like nobody cares about anything anymore.

..........but on the R3 engine, most of the time it isn't the shaft seal but rather the gasket under the cover, which is why they probably wanted to look.

 

[HeR3tic]

...What drove me nuts was when the water pump was leaking I called and told them "hey, my water pump is leaking ... when can I get it replaced?" The answer was "well, we have to look at it 1st ... to be sure it's leaking...Anyway, he said that it was Triumphs policy, not theirs and that was that. So two trips later and 3 weeks waiting for the part, 4 weeks waiting for a service apointment ... they replaced the leaking water pump...

I don't know what the answer is, but; IMO, all Triumph dealers should have a basic first aid kit made up of the various most often arising problem patches (repair parts). It could be large or small assortment assembled by Newnan based on stats. This way the dealers have some assortment of immediately available parts on hand. If the policy is, and I find this from personal experience, that all repairs must be first second guessed by Newnan, then so be it. But at least some of the most often required parts would be immediately available and greatly reduce the down time.
What is the definitive answer to the question (I'm sure there's a couple bar room barristers aboard): If a dealer files bankruptcy while in possession of your pride and joy when will you get it back?
I have a very uneasy feeling about a dealer that's closed three days out of the week and is open only four hours on their open for business days. Would you feel a bit uneasy about leaving your beast in their hands. What mechanic would sign on for 16 hours per pay week.

 

[Sidecar Flip]

.......Of course you'll get it back. It's not part of the physical or personal property belonging to the dealer. It might not be fixed, but it's yours.

 

[Gunshots]

Quite a differnet story

I had just the opposite work for me. I was on the road in Pennslvania when the rear brake light sensor went out (it would stay on all the time). Service manager figured out my problem, told me where to find the switch and disconnect it, on the spot. He ordered the part and scheduled my service appointment for 4 days later when I returned. Worked perfect. As you say it takes a good service department to back up the sales floor.

 

[HellFire]

..........but on the R3 engine, most of the time it isn't the shaft seal but rather the gasket under the cover, which is why they probably wanted to look.

When there is an obvious crusty scale line leading back to the shaft seal there isn't much need for sherlock holmes and a service manual.

 

[BigWillie]

Here is a horror story for you about a service department. I have a'98 Trophy that needed some work. Carbs, valve adjustments, basic tuneup stuff but I was trying to get both my Harleys up at the same time. I decided to take the Trophy to a dealer in Ga and let them get it going. I drive 2.5 hours to get there and drop the bike off. This was a week before easter and he told me his tech was going to be out for a week. Two weeks later I call and ask what was up with the bike. I was told my fork seals were leaking. I told them to inspect the tubes and let me know if they needed to be replaced before doing the rest of the work. (Tubes are about a grand and I wasn't sure if I wanted to invest that much in that old a bike or maybe just do it myself.) Week later, no call so called him. Told me they had been busy with some jobs and hadn't gotten to it yet. Same thing two weeks later. Finally he told me that he didn't want to take the chance of tying up his lift if the retainer clips were rusty and he had to order some. He had my bike for two months to lift a dust cover and check out some clips. I went and picked my bike up and have never gone back. Bought my R3T from the next closest dealer in Batesburg, SC. The other guy had over $700 dollars dollars coming to fix the original problems and he couldn't be bothered to order two retainer clips or put the wheel back on and roll it off a lift. Oh, and when I originally dropped it off, I walked into the showroom and in a load voice said I might be willing to trade it and buy a new bike and no one tried to sell me one. Didn't even ask what I might be interested in.