What's A Reasonable Wait Time For Warranty Service?

[learnin4life]

I recently delivered my new to me 2009 FJR to the local dealer for the following warranty service: FJRF009 - Intermittent Ground Wire Connection "Ground Spider". Yamaha is a new make to me. I've previously owned a Kawasaki, and still own a Suzuki, but I had no service experience with this particular dealer. I left it with the dealer for 1 week prior to the Memorial day weekend, and called on Thursday prior to the holiday weekend to let them know I wanted to pick it up for a holiday weekend ride. When I asked whether they had made any progress I was told that they had a bunch of other bikes to work on, and nothing had been done, i.e., no parts orders, really nothing. Well I could sort of understand this since I hadn't purchased the bike there, and it was the beginning of the riding season. So I pick up the bike, ride the weekend, and return the bike the following Tuesday. Well, the bike is still there. I called again yesterday to check on progress with the service guy and was advised they just received the parts and would probably have it done "early" next week. The bad part of this is that I spoke to another guy (not the service guy)at the dealer the previous Friday (a week before), and was told the parts had arrived, and the work should be done the following week. To give them the benefit of the doubt, this guy wasn't the service guy and may not have known about other work in the queue.

Have any of you had experiences like this? I'm trying to gauge whether this is typical, or stretching the bounds of reasonableness. Having feedback will put this situation in context for me.

 

[majicmaker]

That's totally unacceptable. If they are going to treat you like that, go find another shop. I learned the hard way myself with mine. Now, I ask what their schedule is and drop it off on the specific day they are going to do the job.

The Service Manger in my local shop broke my rear caliper trying to get it off. It was 3 days before my ride to SFO 09. I was told there were NO rear calipers in the system because it was the first time anyone broke one in the history of the FJR. One is made for each bike on the assembly line.

They had to order an extra one from the vendor. The delivery time was December of 09. This happened in April. Needless to say I was Foam at the Mouth Pissed Off.

I walked into the General Managers office and very politely bent him over and Ripped him a new Ass for an Hour. Someone was ready to call the police but, he sat there and took it like a Man.

I told him that if I missed SFO 09 over this I was going to post this on the FJR Forum and he'll never hear the end of it. Including getting Yamaha involved

He swapped out the rear caliper from an FJR that was on the floor and could not stop apologizing. The Service Manager got fired and replaced. I thought they were going to start urinating in my gas tank after that but, No!

I became famous and everyone that worked there thanked me for getting him canned. The new Manager hearing all about what happened, now sees me pull up and comes out to meet me with a big smile on his face.

I don't suggest you getting that extreme but, a friendly chat with the GM might get those boys rethink their Attitude!

 

[Knifemaker]

Not sure what the instal time is for the Ground Spider issue, but all the other recalls that were done to my bike only took whatever time was needed to do the work.

The ECU recall for instance...they said thed order the needed parts, call me when they came in, and schedule an appointment. 6 days after I called them, they called back and said they had the parts. They said to bring in the bike the next day a 3.30 pm.

I just farted around the showroom looking at the bikes for about 45 minutes, and someone came out and told me my bike was ready.

So, not sure how to answer here, from my initial call it took one week, but I was only separated from my FJR for less than an hour.

 

[learnin4life]

Thanks. This is good feedback. Sounds as though I need to rethink my strategy on warranty service calls. Scheduling the repair by asking the dealer to call you when the part arrives seems like a very good idea. I've done most wrenching on my other bikes myself, and don't have much experience with dealer service. The times I have needed help from the Kawasaki or Suzuki dealer, its taken less than a day. Live and learn.

 

[azitlies]

It depends on the re-call.

If it's the "spyder" recall, the issue is that there are '2' resolutions. (and that's why we should always be specific in out posts).

The 1st resolution is a small auxiliary harness, the 2nd is a full wiring harness.

But the dealership isn't going to know which one you need.... until a lot of time consuming work is done. They have to take plastic off, they have to take the tank off, etc etc etc. For them, they only want to do this once. Keep that in mind as we move to the next part.

Here's the next part! The Dealership doesn't keep the full wiring harness in stock! I know! shocking!

What that means is, if they have to order it, and because they don't want to take it apart and put it back together more than once... your bike has to sit.

Until the part gets in.

Please apply this info to whatever re-call you're having done! How do I know this? My dealer told me. I work at the Dealership (not for them, at their physical residence). I instruct MSF classes and SOMETIMES have to use MY BIKE for the demo's.

So they knew then that they couldn't hold my bike up for weeks on me. So they ordered the full wiring harness BEFORE taking my bike apart, just in case. But the whole problem for them now was if they didn't need it, they had to pay to ship it back. And that's what they did, for me, my special circumstances.

The thing is, they (dealership) have no idea if another FJR will come in and need the full harness? They don't know? and they have no desire to be stuck paying the 100's of dollars for one, if they don't need it?

It's a business...

 

[03HiYoSilver]

learnin...

I have been through what you are going through. What I did that expedited things was to call

800-962-7926 Yamaha Customer Service-Cypress/CA and let them or you contact your Yamaha Area Service Supervisor who manages the issues with Yamaha Dealers and their services.

Good Luck with your fix...

 

[majicmaker]

learnin...

I have been through what you are going through. What I did that expedited things was to call

800-962-7926 Yamaha Customer Service-Cypress/CA and let them or you contact your Yamaha Area Service Supervisor who manages the issues with Yamaha Dealers and their services.

Good Luck with your fix...

I started doing this too. Great idea!!

 

[gumba]

Let me see if I have this right. You brought a bike, that was purchased elsewhere, into a dealer in prime time for warranty work and expected a good turn-around. WTF I know these dealers are suppose to drop everything when warranty work comes in, but it just does not work that way. There are a few concepts that work wonders with dealers like; "greasing the skids" and "cultivation". When I bring work into a shop I usually have people jumping through there ass to get the job out. The adversary system may work in the short run, but you can bet your ass they will get even.

 

[learnin4life]

Azitlies, you make some good points, and the situation you describe may very well be the case with my bike. However, would you agree that the dealer should explain the situation whatever the case. I'm responsible for the fact that I haven't pressed for a fuller explanation so I would know what is going on. I can give people a break when its deserved. If I had not had another bike to ride in the interim, the situation would have been much worse for me. As it is, I'll learn from this experience, and from the suggestions others have made here. In the end that is what its all about, right?

 

[azitlies]

Azitlies, you make some good points, and the situation you describe may very well be the case with my bike. However, would you agree that the dealer should explain the situation whatever the case. I'm responsible for the fact that I haven't pressed for a fuller explanation so I would know what is going on. I can give people a break when its deserved. If I had not had another bike to ride in the interim, the situation would have been much worse for me. As it is, I'll learn from this experience, and from the suggestions others have made here. In the end that is what its all about, right?

I agree learnin, you are spot on.

the sad thing that many kind of "don't get" is that these types of dealerships think of a bike as a "pleasure thing".

iow, it's not every day transportation. The Dealer, the Mfg, everyone involved, it's "for fun", not a necessity.

These circumstances learnin... they know, so if u don't press them, they won't offer them (more than likely anyway). They have no desire to go "out of their way" (spend money), so they'll say nothing... and hope you don't press them. Believe me, it's intentional. No doubt about it, they know exactly what they're doing.

That's the way the business is run. That's how they make money.

 

[Afast03nNJ]

A dealer gets paid a fixed rate for factory warranty or recalls. It doesn't matter where you purchased the bike, dealer compensation from Yamaha is the same.

I think the dealer you brought it to isn't scheduling their work load. Last time I had my bike in for service, I made an appointment, dropped it off and picked it up the next day.

Common sense tells me that's how it should be.

Take it to another dealer that will work on a scheduled basis, not when they feel like it. That's just horrible customer service, and as somebody else mentioned, a phone call to Yamaha customer service is more then justified.

 

[majicmaker]

Let me see if I have this right. You brought a bike, that was purchased elsewhere, into a dealer in prime time for warranty work and expected a good turn-around. WTF I know these dealers are suppose to drop everything when warranty work comes in, but it just does not work that way. There are a few concepts that work wonders with dealers like; "greasing the skids" and "cultivation". When I bring work into a shop I usually have people jumping through there ass to get the job out. The adversary system may work in the short run, but you can bet your ass they will get even.

Gumba, my initial reaction of Ripping the GM a new Asshole was warranted at the time. Remember, everyone was happy as Hell that the SM got canned. After that, I found out who was the main tech for all the FJR's. I started putting a $20 bill in his hand whenever we made eye contact. Now, this guy sits and has conversations with me, stops what he's doing and gets me taken care of. We're Buds now.

Greasing leads to Cultivating which leads to Friendships. I know the Drill.

 

[azitlies]

Let me see if I have this right. You brought a bike, that was purchased elsewhere, into a dealer in prime time for warranty work and expected a good turn-around. WTF I know these dealers are suppose to drop everything when warranty work comes in, but it just does not work that way. There are a few concepts that work wonders with dealers like; "greasing the skids" and "cultivation". When I bring work into a shop I usually have people jumping through there ass to get the job out. The adversary system may work in the short run, but you can bet your ass they will get even.

Gumba, my initial reaction of Ripping the GM a new Asshole was warranted at the time. Remember, everyone was happy as Hell that the SM got canned. After that, I found out who was the main tech for all the FJR's. I started putting a $20 bill in his hand whenever we made eye contact. Now, this guy sits and has conversations with me, stops what he's doing and gets me taken care of. We're Buds now.

Greasing leads to Cultivating which leads to Friendships. I know the Drill.

gotta agree with Majic here guys... it's a business! Pity be to he person that forgets this and thinks "It's all about being fair, and that's all that count's!!" Really? I'm not saying you are wrong!! only... not in this Country... We're all about money here boys! Nothing else in the world matters... you forget that at your own peril...

 

[03HiYoSilver]

...Gumba, my initial reaction of Ripping the GM a new Asshole was warranted at the time. Remember, everyone was happy as Hell that the SM got canned. ...

So true... one would think or assume the Service Mgr would have your best interest at heart... but too many times they don't. They are the money arm of the Dealership and find many times they don't even listen or respect their top mechanics on the best course of action.

So you have to plan for the worst until you know how the Dealership works and who the repected players are... and don't get complacent but specific and firm with your request(s).

Then if you are not getting the Service you were promised, Call Yamaha and have the Yamaha Area Service Supervisor follow up with your case and make sure the Dealership toes the line.

Most problems are not Yamaha oriented problems, but Dealerships cutting corners and not toeing the line per Yamaha Service requirements.

Below is the list of Yamaha Cerifications... you also may want to request that one of the More Certified Mechanics work on your bike and get it in wriitng.

https://www.yamaha-motor.com/sport/yta/yta_home.aspx

 

[Fly Bye]

There should not be a wait for service unless they are over booked. That's why they call it service.

I went to the local Yamaha dealership to book an appointment for a tire change. They gave me a date and said I would probably have to leave it with them for a day or two. I said just book me with a service tech that will have an open bench any day of the week. They said they could not do that. To that i replied, "then I can not do business with you.

My standard criteria is simple, book me a time and a day let's say Tuesday @ 9 AM. I want their service tech to be there ready with wrenches in hand. If I am late charge me for the time I am late, no harm no foul.

I have found places that do that. Either I of they will call the afternoon before the appointment date to see if they will have a tech ready for me at the appointment time, if he is backed up we adjust.

Simple as that. As far as I am concerned, if they do not offer service then get out of the "service" business.

 

[Bounce]

I see it as a variable. Depending on their work load, it changes. In all cases though it should be the same wait as if I was paying cash but should include reasonable delays if someone comes in for repairs while on a trip and stuck away from home and needing to get back on the road.

Your example would tick me off and I'd go to a different dealer; explaining to both the current and new ones why.

At the very least, the part order for a recall item should have been ordered right away so any shipping delay would be handled while your place in the queue was working toward the top.

 

[learnin4life]

Here is what I'm thinking after assessing the situation and reading the feedback. First, pick up the bike :shok: , and verify there is no extra problems/damage after the long stay with the dealer. Next, I'm going to ask for the general manager, and explain the situation over the last few weeks, with no intent to get anyone in trouble--just explain the facts from my perspective. Then I'll ask whether its possible to schedule work for any future repairs. The answer to this question will determine whether I'll be likely to use this dealer again. My problem is that the next nearest dealers are 17 miles and 31 miles further away.

I tend to vote with my feet, as opposed to getting in people's faces. Just the way I roll. :mellow: Therefore, I'm not going to burn bridges. I'll just try the next dealer even if it is a lot less convenient. With the FJR I'll probably end up having more work done at the dealer than with my other bikes.

Good feedback from this group. I can tell I'm going to like the FJR and learning from everyone's experiences. Keep the advice coming......

 

[azitlies]

Here is what I'm thinking after assessing the situation and reading the feedback. First, pick up the bike :shok: , and verify there is no extra problems/damage after the long stay with the dealer. Next, I'm going to ask for the general manager, and explain the situation over the last few weeks, with no intent to get anyone in trouble--just explain the facts from my perspective. Then I'll ask whether its possible to schedule work for any future repairs. The answer to this question will determine whether I'll be likely to use this dealer again. My problem is that the next nearest dealers are 17 miles and 31 miles further away.

I tend to vote with my feet, as opposed to getting in people's faces. Just the way I roll. :mellow: Therefore, I'm not going to burn bridges. I'll just try the next dealer even if it is a lot less convenient. With the FJR I'll probably end up having more work done at the dealer than with my other bikes.

Good feedback from this group. I can tell I'm going to like the FJR and learning from everyone's experiences. Keep the advice coming......

Just a suggestion, consider calling one of these other dealers and ask how long it will take for the SAME RECALL you just had done. Pretend it hasn't been done and you've not talked to another dealer. Ask how long your bike may have to sit? Do they have the parts in stock? and if not, can they order them ahead of time?

At least this way you'll be comparing the same thing. Some recalls can probably be done in 5 minutes with no parts needed. This 'spider' one isn't one of those types.

 

[learnin4life]

Excellent idea! I'll add that to my to-do list.