Repair Wait Tirade

[gski02]

:angry2: Ok guys, my 06 is in the shop. Still under warranty, and yup, I've also got the YES warranty.

The dreaded electrical problems. So here's the question. How long, what's the average, wait time....to hear back from the dealer that they've even looked at your bike? I'm curious and ready to blow up the dealer after 3 solid days and a follow-up call to them @ 2 days, and they still haven't even looked at it.

BTW, they're the only local Yamaha dealer in town. Let me know guys!

 

[RadioHowie]

The problem is their only FJR tech

won't get off the damn computer and his assistant

can't hold a wrench yet.

Be patient. You ought try waiting 9 months for a new intercooler for a Subaru WRX STI.

 

[gski02]

The problem is their only FJR tech

won't get off the damn computer and his assistant

can't hold a wrench yet.
Be patient. You ought try waiting 9 months for a new intercooler for a Subaru WRX STI.

I would've been on the phone so many times to Subaru it's not funny...maybe you were.

In my case I'm at least used to car dealers who can give you some sort of date... not the "maybe we'll get to it tomorrow or the next day", which turns into the next day or the next day....that turns into weeks and our summers? are short enough in Upstate NY.

 

[ionbeam]

When my '04 was new I took it back to my dealer only to get my electrical problems documented while under warranty. I was missing a headlight, missing a taillight, had an intermittent windshield and an intermittent turn signal. Dropped my bike off at 9:00. At 2:00 (same day) the dealer called and said my bike was ready. When I arrived they apologized for being so late but it took them longer than expected to wax my bike after repairing my electrical system :blink: Everything worked, I avoided the fix one cause two syndrome, all hardware was reinstalled correctly. I am a pretty serious DIY guy but there were three different issues that came up that I want to get documented under warranty. The dealer did me right every time.

After a surprisingly easy negotiation for my '04 I told the sales person that I wanted to talk to the service manager before I completed the deal. I got strange looks, happens the same way when I buy new cars too. I took a look at the shop: tools; neatness; general condition; age and availability of tools; checked the average length of experience and found a good balance between average length of experience and still being fresh enough to have a current education; I chatted bikes to confirm they can walk the talk; asked hard questions like % of bikes returned because repair wasn't satisfactory; asked what the last three incidents were when they had to call the Yamaha rep, how it turned out and how long it took to resolve. No one flinched or blinked and I felt I got honest answers. I signed the deal. When I left the service shop after negotiating a deal for my car, from the back of the shop I heard a mechanic say, “Who was that *******?”

Sadly, this dealer built a glass and stainless steel palace across the street and when they moved the magic didn't go with them.

 

[Calimus]

I'll give a max of 3 days if my other modes of transport are in good running condition at the time (I have VW's and they are all 20+ years old). If it hasn't been looked at in 3 days, to me it's worth it to take it to another dealer reguardless of the distance. However, when I call the other dealer, I let them know why I'm bringing the bike to them and what my expectations are. If they can't or arn't willing to meet my expectations, I make a call to the manufacturer HQ and get someone on the horn that can answer why on earth 2 dealers can't look at my bike within 3 days. I can understand lenghty repair times depending on what the issue is. But just for the bike/car to be looked at, shouldn't really take more then 48 hours tops. If it does, then the dealer is obviously taking in more work then they can handle and wasting a lot of people's time. An as they say, time is money, the extra time they are taking is going to cost them money as in me going somewhere else for the repiars.

I'm sure I kinda come off like a real A-hole, but being that I work on my own toys, I have a good idea on how much time things take to diag and repair. I'm not perfect and I always build in some extra time into what I think it should take them. I feel thats a reasonable thing to do. But 3 days without someone looking at the bike at all. Just not right in my book.

 

[gski02]

I'll give a max of 3 days if my other modes of transport are in good running condition at the time (I have VW's and they are all 20+ years old). If it hasn't been looked at in 3 days, to me it's worth it to take it to another dealer reguardless of the distance. However, when I call the other dealer, I let them know why I'm bringing the bike to them and what my expectations are. If they can't or arn't willing to meet my expectations, I make a call to the manufacturer HQ and get someone on the horn that can answer why on earth 2 dealers can't look at my bike within 3 days. I can understand lenghty repair times depending on what the issue is. But just for the bike/car to be looked at, shouldn't really take more then 48 hours tops. If it does, then the dealer is obviously taking in more work then they can handle and wasting a lot of people's time. An as they say, time is money, the extra time they are taking is going to cost them money as in me going somewhere else for the repiars.
I'm sure I kinda come off like a real A-hole, but being that I work on my own toys, I have a good idea on how much time things take to diag and repair. I'm not perfect and I always build in some extra time into what I think it should take them. I feel thats a reasonable thing to do. But 3 days without someone looking at the bike at all. Just not right in my book.

Thanks for the reply. I don't think it's being an a-hole, we pay for the bikes, if there's a problem especially if they're under warranty or YES, fix it within a reasonable amount of time. Not being able to look at a bike in 3 days, which is where I'm at now, is a joke. I called Yamaha yesterday and asked the question. They too said 3 days should be more than enough time. They actually called the dealer and asked when are they getting to it, and were told before the eod, yesterday and I'd get a call. No call, no nothing. Not comforting especially when they say, if we've got the parts, or we have to order, etc..etc..

Once you buy it...it's bye bye from too many dealers! :angry:

 

[05fjrman]

That is ridiculous. With my dealer, my stuff is done ASAP. 3 weeks ago, I bought my 05 abs. It needed the tps recall done, full rear end lube (drive, driven, and driveshaft splines), plus the oil drain plug was stripped. Took it in on Wednesday, got it back Thursday, all done! Only cost me $113. I bought the guys pizza and wings, and gave the service manager a gift certificate to TGI Friday's. It helps that I've bought 3 bikes from them in 3 years, plus all my parts and some service. And I get a standing 10% discount on everything I buy there. Just a great place to deal with. But it's a small dealer, the owner is also a salesman and loves to talk bikes, and he rides an FJR too.

 

[daddysbike]

My bike sat in the shop 15 days with my shifing problem then the dealer soaked the plates as instructed by mother Yamaha and problem solved.

I'm happy it was acknowleged and fixed but not happy it sat there 15 days while I was given vague B.S. answers.

I did recieve a Customer satisfaction survery by Yamaha about the dealer/bike/experience which I filled out ASAP.

I'm also buying a factory manaul so I can have my favorite Honda/Kawasaki dealer (Depot Power Center) in Blairsville, GA do my work. I have never, ever waited more than a few hours for them to get my bike in and out. I call them when I need something, arrange a time and they do the work while I wait and let me ride one of their bikes on occasion!!!

I love my FJR but a Concourse or ZX14 maybe in my future.

Steve

 

[cota95]

Sadly, this dealer built a glass and stainless steel palace across the street and when they moved the magic didn't go with them.

I know what you mean Alan. I used to deal with these guys for snowmobile parts then came the move...

 

[FJRay]

I am not saying you are right or wrong but I have been in the service industry as a mechanic for 40+ years and it has been my experience that the warranty gets your work done but does not put you at the head of the line. This time of year the good shops are all quite busy and you would have to make an appointment for days or weeks in the future so having to wait in line for warranty work is the same deal. I fully understand the frustration of being withuot your machine but sometimes **** happens.

Let the dogpile comence. :yahoo:

 

[05fjrman]

I'm not trying to speak for anyone else, but for me it comes down to respect. If a dealer treats me with respect and doesn't jerk me around, then I am pretty understanding. I understand that everyone and their brother comes in for work at this time of year, and they all want it done now. I think it's the sitting in the shop without even being looked at that frustrates people.

 

[gski02]

I'm not trying to speak for anyone else, but for me it comes down to respect. If a dealer treats me with respect and doesn't jerk me around, then I am pretty understanding. I understand that everyone and their brother comes in for work at this time of year, and they all want it done now. I think it's the sitting in the shop without even being looked at that frustrates people.

Ok now for my additional comments. As the prior ones have said, yes we all get frustrated that we can't ride, me right now the most. That being said, he's the correct way to set expectations. The bike was ridden in by me, why, because it was dying while I was riding it, directly to the dealer early in the morning.

I fill out the paperwork, manager comes out looks it over and says, " I don't know if I can get to it today, if not, I'll can get to it tomorrow." I check in with the dealer later the next day and I'm told, "can't get to it today, I might get to it tomorrow." I just got off the phone with them and I was told, "I'm going to try to get to it by tomorrow, late morning."

Now I've only been in the Computer/Tech support industry for 26 years, and yes it's a different field, but that's not how you set expectations. I've spoken to Yamaha and they've stated the same thing. If you can't get to it by Friday, then that's what you say. The quickest way to pxss someone off is to tell them when you are going to do something and then don't do it and again, don't do it. If I was told, "it looks like I can get to it by Friday morning and as long as we've got parts, if we need them, I should have her back to you by the end of the day on Friday,", I can't bitch or complain. That's how you do service, don't keep my bike for over 3 days and not even look at it and expect me to be happy with it.

 

[dbvolfan]

Subaru dealers in general suck. Just be glad you didnt need transmission work!

I'd expect at least an upfront acknowledgement that they are swamped and need "X" days to take a look at it at least.

 

[chornbe]

:angry2: Ok guys, my 06 is in the shop. Still under warranty, and yup, I've also got the YES warranty.
The dreaded electrical problems. So here's the question. How long, what's the average, wait time....to hear back from the dealer that they've even looked at your bike? I'm curious and ready to blow up the dealer after 3 solid days and a follow-up call to them @ 2 days, and they still haven't even looked at it.

BTW, they're the only local Yamaha dealer in town. Let me know guys!

Could be worse. Could be a Ducati.

PS... why is this in "off topic". If this ain't bike related (and, gee, Yamaha and FJR related), I don't know what is.

 

[Calimus]

I am not saying you are right or wrong but I have been in the service industry as a mechanic for 40+ years and it has been my experience that the warranty gets your work done but does not put you at the head of the line. This time of year the good shops are all quite busy and you would have to make an appointment for days or weeks in the future so having to wait in line for warranty work is the same deal. I fully understand the frustration of being withuot your machine but sometimes **** happens. Let the dogpile comence. :yahoo:

Naw, no dogpile, what you said is very true and respectable. However, just like anything else, if the dealer tells you it will be looked at within a certain ammount of time, it should be. Now some delay can be expected, but when you start getting the same answer (maybe the next day) and then arn't getting calls back, it's just a pure lack of basic customer service.

I can easily forgive some delay if I just get a call saying "hey, we are really sorry, but we are just slammed, we are trying to get to it as quickly as we can and I'll keep you updated". So long as I'm not having to constantly call and find out whats up, I can deal with the delay. Now if soemthing that should take a few days starts turning into over a week, not all can be forgiven.

I also work in IT and back when I did walk in repair work for a few mom & pop's and even chain stores, I always made sure to make personal calls to the customers and let them know if there were any delays and to give them an expectaion. Many times this could add an hour or two to my work day, but it kept folks happy and ended with lots of referal work. You can almost be the slowest at what you do, but so long as you do good work and keep your customers happy, you will do well.

 

[gski02]

I am not saying you are right or wrong but I have been in the service industry as a mechanic for 40+ years and it has been my experience that the warranty gets your work done but does not put you at the head of the line. This time of year the good shops are all quite busy and you would have to make an appointment for days or weeks in the future so having to wait in line for warranty work is the same deal. I fully understand the frustration of being withuot your machine but sometimes **** happens. Let the dogpile comence. :yahoo:

Naw, no dogpile, what you said is very true and respectable. However, just like anything else, if the dealer tells you it will be looked at within a certain ammount of time, it should be. Now some delay can be expected, but when you start getting the same answer (maybe the next day) and then arn't getting calls back, it's just a pure lack of basic customer service.

I can easily forgive some delay if I just get a call saying "hey, we are really sorry, but we are just slammed, we are trying to get to it as quickly as we can and I'll keep you updated". So long as I'm not having to constantly call and find out whats up, I can deal with the delay. Now if soemthing that should take a few days starts turning into over a week, not all can be forgiven.

I also work in IT and back when I did walk in repair work for a few mom & pop's and even chain stores, I always made sure to make personal calls to the customers and let them know if there were any delays and to give them an expectaion. Many times this could add an hour or two to my work day, but it kept folks happy and ended with lots of referal work. You can almost be the slowest at what you do, but so long as you do good work and keep your customers happy, you will do well.

Here's another update...and I too don't know why this was moved to off topic....hmmm...FJR...service...yamaha...dealer....maybe the board admins know the local dealer?

I spoke to the shop manager at a local bar last night...he wasn't too happy with me until he found out what his service manager had been telling me and then he agreed that I had a right to be upset. As I told him, if the service manager had said that it wouldn't be looked at for 3 days because they were swamped, that's a whole different story, the expectations were set then. It's now been 5 days and I still don't have the bike. So after another phone call, by me, I'm being told it looks like a loose connection, when I ask where, they're not sure. When I told him for the 3rd time, that the voltage output was low, I'm told they haven't checked that either. So much for the local dealer.

 

[dcarver]

The problem is their only FJR tech

won't get off the damn computer and his assistant

can't hold a wrench yet.
Be patient. You ought try waiting 9 months for a new intercooler for a Subaru WRX STI.

That is ridiculous. With my dealer, my stuff is done ASAP. 3 weeks ago, I bought my 05 abs. It needed the tps recall done, full rear end lube (drive, driven, and driveshaft splines), plus the oil drain plug was stripped. Took it in on Wednesday, got it back Thursday, all done! Only cost me $113. I bought the guys pizza and wings, and gave the service manager a gift certificate to TGI Friday's. It helps that I've bought 3 bikes from them in 3 years, plus all my parts and some service. And I get a standing 10% discount on everything I buy there. Just a great place to deal with. But it's a small dealer, the owner is also a salesman and loves to talk bikes, and he rides an FJR too.

You, mi amigo, are a very lucky man..

 

[RadioHowie]

Subaru dealers in general suck. Just be glad you didnt need transmission work!
I'd expect at least an upfront acknowledgement that they are swamped and need "X" days to take a look at it at least.

At least an intercooler leaking like a 235 year old bladder doesn't park the car...just a LITTLE down on boost!

Turns a 300hp motor into about an 80hp motor without that blower puffin' in the ponies.