Author Topic: Broken down in Lake Placid, NY (Read 18671 times)

pete roper · « **Reply #60 on:** July 07, 2016, 05:49:13 AM »

If the customer wants a happy ending he will stick his spluttering outrage up his arse, swallow his indignation and act like a decent human being. That means NOT stiffing someone else simply because they have been stiffed themselves.

The end.

Pete

kingoffleece · « **Reply #61 on:** July 07, 2016, 05:52:26 AM »

Well said. If it's covered the servicing dealer will be compensated. If not, then why let the original dealer have another go at it? Possibly to have them cover the cost of their error, if it can be proved.

Kev m · « **Reply #62 on:** July 07, 2016, 06:22:23 AM »

No one is talking about outrage, but IF the servicing dealer screwed the pooch, why should a Piaggio customer trust the same dealer again?

Pete, as you yourself noted earlier a DEALER wanted you to just add oil to an underfilled/damaged transmission and give it back to the customer.

The customer shouldn't have to trust am incompetent dealer any more than they should have to worry that a factory authorized franchise will be incompetent the first place.

But federal warranty law allows them to take it to any authorized dealer. And if the second dealer finds the first dealer screwed up, then it's not the customer's fault or problem, it's Piaggio's because the customer fulfilled their obligations having it serviced by a factory authorized dealer.

pete roper · « **Reply #63 on:** July 07, 2016, 06:56:35 AM »

And there is where we differ Kev. When the dickhead at *That Dealership* first spoke to me he told me that it was a 'Warranty Issue' and I should just suck it up. Luckily I'd decided to film the draining of the bevelbox after I found the gearbox empty so I at least has some dry powder to offer. As it was there was no way on earth I was going to take on stripping and rebuilding the gearbox and bevelbox of a brand new bike because another dealership was so feckless as to not even check the oil!

Never mind the fact that the *Reimbursement* would be paltry the fact is as soon as I laid a spanner on it, I'd own it. Any-bloody-thing that went wrong with it after that would be on my watch.

Rhymes with Duck that.

I'm really sorry for the OP. It shouldn't of happened. But I'm afraid I find the notion that "Oh well, we'll get someone else to fix it, even if it costs them hundreds of dollars." sucks balls.

People complain about "Customer Service". How about a smidgen of "Customer Responsibility"?

Pete

Adk.IBO · « **Reply #64 on:** July 07, 2016, 07:01:02 AM »

Just an FYI, Mike dropped the bike off at the selling/servicing dealer on Tuesday and was told it would be a couple of days before they know anything as they were down a mechanic... I got this via text so this is all I know. Mike said he would keep me informed. Again, nice folks... No one was hurt, thank goodness! PIA for sure but it could have been worse.

Stay safe, John

Kev m · « **Reply #65 on:** July 07, 2016, 07:50:02 AM »

Quote from: pete roper on July 07, 2016, 06:56:35 AM

And there is where we differ Kev. When the dickhead at *That Dealership* first spoke to me he told me that it was a 'Warranty Issue' and I should just suck it up. Luckily I'd decided to film the draining of the bevelbox after I found the gearbox empty so I at least has some dry powder to offer. As it was there was no way on earth I was going to take on stripping and rebuilding the gearbox and bevelbox of a brand new bike because another dealership was so feckless as to not even check the oil!

Never mind the fact that the *Reimbursement* would be paltry the fact is as soon as I laid a spanner on it, I'd own it. Any-bloody-thing that went wrong with it after that would be on my watch.

Rhymes with Duck that.

I'm really sorry for the OP. It shouldn't of happened. But I'm afraid I find the notion that "Oh well, we'll get someone else to fix it, even if it costs them hundreds of dollars." sucks balls.

People complain about "Customer Service". How about a smidgen of "Customer Responsibility"?

Pete

But Pete, I didn't reference your experience with the idiot dealer as being applicable with regards to AU vs. US franchise agreements and business law. I only referenced it as a reason why a customer might not want to trust a dealer that already screwed up.

Your circumstance sucked, and I don't think it's right the way Piaggio reimburses you for warranty work.

But it's also irrelevant to requirements here in the US.

I can't say for certain how Piaggio reimburses their dealers in the US, but I bet it's more like every other OEM here which PAYS a negotiated warranty rate (yes, less than shop rate, but a rate nonetheless). And I suspect it's not in credit for parts. I do know that MOST dealers in the US do NOT shy away from warranty work.

rocker59 · « **Reply #66 on:** July 07, 2016, 08:12:36 AM »

My knowledge is growing stale, but before Piaggio, Moto Guzzi Americas policy was to reimburse warranty work as parts credit. The owner of our dealership HATED Guzzi warranty work. We had a huge credit for parts that was never used.

kingoffleece · « **Reply #67 on:** July 07, 2016, 09:34:45 AM »

I think that's still the case.

Two Checks · « **Reply #68 on:** July 07, 2016, 10:22:39 AM »

The work performed wasn't waranty work. It was maintainence. If the tech screwed up it is on the dealer to pay for the repair, not the factory.
If a HD tech did the work would HD be responsible or the tech/dealer?

blackcat · « **Reply #69 on:** July 07, 2016, 10:54:37 AM »

Quote from: Two Checks on July 07, 2016, 10:22:39 AM

The work performed wasn't waranty work. It was maintainence. If the tech screwed up it is on the dealer to pay for the repair, not the factory.

That is what I think but I'd be curious to know if there is some contractual wording between authorized dealers and Piaggio regarding this level of incompetence. I can't believe there is blanket coverage from Piaggio if the dealer makes this type of mistake.

And if the transmission was run with such a low amount of oil to cause the owner to end his ride, will the filling of the transmission with the proper amount of oil end that noise? I would think not, and I know it's speculation but what do others think?

Kev m · « **Reply #70 on:** July 07, 2016, 11:43:28 AM »

Don't get me wrong, IF this is a case of improper maintenance the dealer is responsible for it.

But acting as a officially licensed agent of the OEM in the performance of OEM recommended maintenance, it doesn't void the warranty and I'm saying that ultimately the strict liability would fall on Piaggio.

I'm shocked that Piaggio gets away with parts credit reimbursement for warranty work in the US. But maybe dealers of most large scale brands don't blink an eye at that because it is just a case of money in a different column of the spreadsheet and it doesn't negatively effect overall cash flow for the business.

As for HD, you better believe corporate would get involved if there was such a problem and make sure a different dealer fixed it properly.

HD is much like any of the major automotive OEMs in that I've seen goodwill coverage after the warranty on a number of things. At the end of the day they recognize a commitment to the customer to stand behind the product.

kingoffleece · « **Reply #71 on:** July 07, 2016, 01:16:48 PM »

Interested to see how it plays out.

JProdun · « **Reply #72 on:** July 07, 2016, 03:36:50 PM »

Would like to know which dealer it is... For safety measures as I'm in NY as well. Please PM me if you don't feel comfortable revealing to all.

Two Checks · « **Reply #73 on:** July 07, 2016, 03:55:43 PM »

The shop was doing the work due to customer request, not a warranty repair. IOW thbey were representing themselves, not Piaggio. I could see the factory covering itif it was warranty work due to defect. This MAY have been due to a tech's mistake (if it is the result of underfiling). That is NOT a warranty issue.

I would say the OP wil have to pay another dealer tofix it and then seek reimbursement from the first.

Kev m · « **Reply #74 on:** July 07, 2016, 06:49:28 PM »

Quote from: Two Checks on July 07, 2016, 03:55:43 PM

The shop was doing the work due to customer request, not a warranty repair. IOW thbey were representing themselves, not Piaggio. I could see the factory covering itif it was warranty work due to defect. This MAY have been due to a tech's mistake (if it is the result of underfiling). That is NOT a warranty issue.

Customer request to, as an acting franchise of the factory, perform the factory recommended maintenance that is required to keep the warranty intact. As such the customer had a reasonable expectation that everything would be done to factory standards and the warranty would remain in full force. The dealer may have to repay Piaggio, but the customer shouldn't be on the hook for having to seek restitution from Piaggio's officially licensed agent.

Adk.IBO · « **Reply #75 on:** July 11, 2016, 04:35:09 PM »

As per original poster/owner "They said the plates in the clutch broke and the parts will be arriving this week." Speaking of the selling/servicing dealer. Via text to me, that's all I know...

guzzisteve · « **Reply #76 on:** July 11, 2016, 04:40:20 PM »

That is better than a trany or motor. If it's mechanical it will break. A certain % fail .

pete roper · « **Reply #77 on:** July 11, 2016, 04:45:52 PM »

Well let's hope that's it then.

Pete

Adk.IBO · « **Reply #78 on:** July 11, 2016, 06:32:37 PM »

Agreed wholeheartedly, compared to some of the scenarios spun in this thread...

Adk.IBO · « **Reply #79 on:** August 11, 2016, 07:44:10 PM »

Finally texted Mike. He got the bike back and all is well. Clutch plates came apart, all warranted.

Kev m · « **Reply #80 on:** August 11, 2016, 07:52:21 PM »

All that weeping and gnashing of teeth for nothing...

I'm truly glad it worked out for the OP!

Lannis · « **Reply #81 on:** August 11, 2016, 08:04:39 PM »

Quote from: Kev m on August 11, 2016, 07:52:21 PM

All that weeping and gnashing of teeth for nothing...

As Seth wisely said on another thread, it's never for "nothing". We learn something about business, we learn something about how other people think and how they approach problems, and we exercise our fingers, which otherwise might have nothing to do ....

Lannis

Kev m · « **Reply #82 on:** August 11, 2016, 09:09:42 PM »

Quote from: Lannis on August 11, 2016, 08:04:39 PM

As Seth wisely said on another thread, it's never for "nothing". We learn something about business, we learn something about how other people think and how they approach problems, and we exercise our fingers, which otherwise might have nothing to do ....

Lannis

But really it probably meant NOTHING to the OP...

Lannis · « **Reply #83 on:** August 12, 2016, 03:08:00 AM »

Quote from: Kev m on August 11, 2016, 09:09:42 PM

But really it probably meant NOTHING to the OP...

True; but the way most WG threads go, that's not an uncommon thing! Not a bad thing necessarily, either ....

Lannis

JProdun · « **Reply #84 on:** August 18, 2016, 04:18:15 PM »

Glad to hear all is fine.

News:

Author Topic: Broken down in Lake Placid, NY (Read 18671 times)

pete roper

pete roper

pete roper