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[anasacuta]

2011 RGUSE, 2 months old, 1900 miles. Bike had been parked a couple days, noticed something leaking leaving a puddle on my garage floor. Further investigation reveals a blown right rear shock. I don't feel safe riding the bike, oil all over rear tire and brake pads. My dealer finally agrees after some arguing to pick up the bike on Thursday. They call Saturday morning, tell me it's all set. The wife drops me off about 2pm, 38 degrees out, but it's only a 17 mile ride home. Get the bike, pull out of the parking lot, get to my first red light, NO rear brakes. Did they even test drive it after repair??? I go back to the dealership, they tell me it must be an improper bleeding (they also did the brake switch recall). They pull the bike back in and after 2 hours, they realize that it must be shock oil on the brake pads....duh, I told them there was oil all over the brake pads. Now it's 4:45 and they are getting ready to close, can I come back Tuesday to pick it up. Well, I will be at work all week, it will have to be next Saturday. AND...by the way, can someone give me a ride home? the wife is at the mall xmas shopping. Uhhhh.....no, no one here lives out your way. They basically kick me out in the cold and lock the doors. Had to call a cab for a $46.00 ride home. $36,000 for a premium top of the line motorcycle and this is how I get treated? I'm kinda pissed off. Thanks for letting me vent.

[grc]

I do believe I would request (make that insist on) a sit down meeting with the dealer principle to review his dealership's lousy customer service.  If he's worth more than two dead flies he will at least apologize and offer to do something to make it right.  If not, I'd never darken the door of that place again.  The only way to fix places like that is to refuse to spend your money there, and to give them the word of mouth advertising they deserve.


Jerry

[1sharprdkg]

OUCH! It's bad enough that they were unable to repair your shock and the damage it caused but then also screw up the brake switch recall. In your situation seems like someone could have taken you home. Very sad. Hopefully there is another dealer in your area that you can go to...I probably would not return to the not going your way dealer.

[Fired00d]

I do believe I would request (make that insist on) a sit down meeting with the dealer principle to review his dealership's lousy customer service.  If he's worth more than two dead flies he will at least apologize and offer to do something to make it right.  If not, I'd never darken the door of that place again.  The only way to fix places like that is to refuse to spend your money there, and to give them the word of mouth advertising they deserve.


Jerry

Took the words right out of my mouth... They owe the OP big time!!!

 
Ride Safe,
Fired00d
 

[MKW]

Sorry to hear about that, my wife likes to shop and disappears for hours too-just kidding.  The rear brake loss was a dangerous situation but to poor salt in the wound and not even offer you a ride home is terrible.  What dealer is it?  If you have a local HOG chapter then the dealer should have close ties with the chapter and he/she should be made aware.  I really do  not know what could make this right but have an idea in mind if they offer you something.  Good luck and keep us posted.

[BAGGER 1]

WOW !!!  I run a auto / Tire center and customer service is # 1 and that experience is not accessible !!  and no brakes , Thats a visit or phone call to the manager !!

[cahdbiker]

anasacuta, I also had a seal go out on my right rear shock. My story is a little different. When my bike was new with only 700 miles I had the shorter HD shocks installed for height reasons(waste off money). Original ones were sealed with brass plug where air goes in and put into box under workbench. When I got home from 3500 mile trip this summer I noticed the left rear on the shorter shocks had some oil around it, warranty would not cover the shorter shocks. So I figured screw it I will put the originals back on since(only 700 miles on them) I have had the seat scupltured last year and I can put both feet flat on the ground no problem (5'9"). I install the originals, no big deal, and as soon as I put 30 lbs of air in with the HD approved pump, oil started pouring out of the bottom the right one. Now that I had installed the original shocks the leaking right one was covered under warranty. Since I had to ride to the dealer because their bike hauling truck was in shop, I zip tied a sponge at the bottom of my leaking shock because I was afraid of getting oil on the rear pads. My dealer is okay except for the time it took them almost 20 minutes to find my fricken keys. So enough about my story what I really wanted to ask you was did they replace your rear pads for free since it was their faulty shock that got oil on them? CAHDBIKER

[anasacuta]

So enough about my story what I really wanted to ask you was did they replace your rear pads for free since it was their faulty shock that got oil on them? CAHDBIKER

I hope so...they friggin better...It's now Tuesday AM and they open in about an hour. Planning on calling to see if it's ready.

[rayz1951]

In your case they should have given you a loaner to ride home.  If a dealer is able to rent bikes they sure as s%$t can let you have a bike for a few days, IMHO!

Ray Z

[cahdbiker]

anasacuta, let us know if you got free brake pads and replacement when you get a chance. I will help anyone else on the site who may run into this situation. Thanks. CAHDBIKER

I hope so...they friggin better...It's now Tuesday AM and they open in about an hour. Planning on calling to see if it's ready.

[anasacuta]

They replaced the rotor and pads, no charge, as they should have. They also delivered the bike back to my home without any argument. I plan on getting out Saturday for a quick test ride to make everything is A-OK. Might just make that test ride down to the dealership and have a spirited conversation with the manager regarding my experience with their service department.

[anasacuta]

Just to follow up....went back to the dealership today and spoke face to face with the partner/owner/general manager. He politely listened to my whole story and agreed that I had been poorly treated. Not only did he agree to pay my cab fare, but my big concern was future service there. I had bought their preferred maintenance plan for ~$2,000.00 that covers all maintenance and other benefits for 10 years on not only this bike, but any bike that I may trade to for the 10 years. Seemed like a good deal at the time. However, after this experience with them, I decided it was unfair to have me basically trapped with this dealership in order to get any value from this plan. The manager immediately offered to refund my 2 grand. This in itself made me feel better. He was genuinely interested in making sure I was happy and willing to do whatever it takes to keep my business. I told him I would think about what I will do regarding my future business. I left with a good feeling. Gonna try and get some feedback from other locals regarding my experience and see what they think.

[Ghost__Rider]

Similar situation happened to me recently. I took my 2012 in because my horn was acting up, and asked if they'd take a look at it. After about a hour, they told me it was ready and while they had it back in the shop, they went ahead and did the brake light switch recall. Though it took longer than I expected to get a new horn, it was great that they also did the recall. But here's where it went bad.
I got on the bike and headed across the parking lot and when I got to the end of their drive I stepped on the rear brake and HOLY BAT POOP!!!! I had no pedal!!!! Luckily I use both brakes when I stop or I'd headed right into the traffic. Made me so mad, I didn't even go back to complain. I just rode it home and bleed the brakes myself. Now I have a good pedal.
Also I never tried the horn until the next weekend, and once again HOLY BAT POOP!!!! The friggen horn would only grunt!!! I don't think they even touched the horn. I selected to just go to NAPA and purchased a new horn and changed it myself. Works perfectly now.
I like the people there but I just don't have a good luck with work at the dealer service dept. They just don't check their work.