This week I had to get on the dealership’s ass about the bike again. The dealership really messed up some things last time they worked on the bike. They broke parts, left tons of bolts out of the fairings, and wired things up wrong. They also failed to inform us that the front fork seal was busted, and when we asked about it they said they thought we already knew.
Well if we already knew, and it’s warranty work, why wouldn’t we want it replaced with all the other warranty work? They checked out all the problems I had listed, said they would order the parts, and we decided to take the bike home and bring it back when the parts were in for the repairs. That’s hubby’s work transportation, and since the bike was still rideable, we couldn’t be without it.
The parts were ordered on June 18. We were told they would be in by the 20th. I had been calling everyday to see if the parts were in, and as of July 3, I was told they still weren’t in. That’s extremely ridiculous for a part that should be in stock, so I called Yamaha directly. I talked to a nice guy who took down every one of my complaints. I
told him everything from the day we purchased the bike and the dealership wrecked the first one we were supposed to get, to the fact they tried to make us take the wrecked one home with us and told us we were liable, to how I had to get a lawyer to confirm they had to pay for the damage (or give us another new bike which is what happened) to all the problems we’ve had with getting work done on in the shop.
He assured me that the complaint would definitely be looked into, then I explained our current problem with the parts they ordered. I explained that the other front fork seal had just been replaced a couple months prior, and it only took 2 days for that one to come in, so why was this one taking so long?
He transferred me to the parts department where I found a women who was willing to go through our entire account. I gave her the vin #, and she looked up all parts ordered for that particular bike in the past year. Then she looked at the dates on all the work logs for all the warranty work. It was quite obvious that all the warranty work done on our bike took at least 2-3 weeks to complete, and she said that was just uncalled for.
Then I explained that the parts we were now waiting on were for things that weren’t an issue when we dropped the bike off. I told her about how everything was put back together wrong, missing numerous bolts, and that the fairing was broken. She agreed that considering the dealership caused the problems, it should be top priority to fix the bike before anything else in the shop, yet it always sits there for at least a week before they even look at it.
She looked up the dates on the parts ordered and informed me that the parts they kept telling us weren’t in yet were actually delivered to the dealership on June 22nd!
Wait a minute? On July 3rd the dealership still says the parts aren’t in, and they’re still giving me some bullshit story about the warehouse being out of stock, and all east coast dealerships are still waiting for parts to ship? But, Yamaha has a tracking number stating the parts were delivered on June 22? I asked her to email me a copy of the records she had, and she gladly did. I immediately called the dealership (Performance Motorsports).
Now this is where I basically proved to the guys what bullshitting idiots they are. Derrick, the parts manager, answered the phone. I didn’t mention the tracking #/call to Yamaha at this point. I just asked for a detailed list of what parts were ordered, which ones were in, which ones we were waiting on, and what date they were ordered. He said he would get that for me, and said he was putting me on hold.
He actually transferred me to the service department. Roger, the mechanic I prefer to deal with because he knows what he’s doing, answered the phone. I told him again what I had just asked Derrick about, and asked what parts we were still waiting on. He said I needed to talk to parts about that, and asked what they told me. I said they told me nothing, just transferred me to you.
He actually LAUGHED, then he said Jenn I’m sorry, you know I’m not giving you the run around like those other idiots, but all I know is they told me I’m still waiting on a front fork seal. Let me transfer you back to them and get on their ass about it. Before he transferred me, I let him in on my little phone call to Yamaha and what information I had gathered. He said someone was about to get their ass chewed, then he transferred me back.
As soon as I was transferred back to the parts department, I didn’t even have a chance to say anything. Derrick was back on the phone telling me there was a glitch in the computer, and if I held just one minute he thought he had found it. He immediately put me back on hold before I could get a word in.
When he came back on the phone he said, “We’re showing that the parts will be delivered on Friday at the latest. The parts are coming from the California warehouse which is having shipping problems, and all east coast dealerships are waiting on parts.” I exploded on him. I told him all about the complaint call to Yamaha, the tracking number, the email, and all the proof I had that the parts were already delivered. He transferred me straight to the manager.
The manager got on the phone and tried to tell me that the parts must be lost in the shop somewhere and they would have to order me new ones. I said I’ve been waiting 2 weeks on these parts to come in! Do you really think I’m waiting another 2 weeks for you to order and lose more? Are you that much of an idiot?
You’ve got at least 10 little teeny bopper summer guys running around in the shop doing nothing but playing on 4-wheelers and cutting up. Tell them to get their asses in the shop and look for my parts! Then I told him he had until 4pm to call me back to give me an update. It was already 3:30, and I hung up without giving him a chance to say anything else.
In exactly 8 minutes the parts manager called Hubby’s phone. He didn’t even mention my phone call to them. He just said, “I’m calling to let you know your parts have come in.” Hubby said, yeah it took my wife calling Yamaha directly and getting on your ass to get you to find them didn’t it?
We dropped the bike off yesterday afternoon, and Roger, the mechanic gave me props for doing what I did. If I hadn’t called Yamaha, we’d probably still be waiting on parts that were never coming in because they were already there! When we unloaded the bike, I walked in with a printed out list of EVERY LITTLE PROBLEM down to the exact details of what bolt is missing where. They’re fixing the shit this time, or I’m calling Yamaha again.
Tags: Motorcycles, Rant
March 31st, 2008 at 8:45 pm
[...] same time they “lost” the parts and told us they’d never received them. Another call to corporate determined the parts had been sitting in their parts department at the store for a… while the dealership was telling us they were due to ship from a California [...]