Customer service?

[kish_garfield]

So far riding quite a number of bikes and been to number bike shops, I only know of one bike shop which provides excelent service. I know there are others but if CS good might have back draw on other aspect.

[Arcfire]

Originally posted by kish_garfield@January 30, 2007 09:51 pm

So far riding quite a number of bikes and been to number bike shops, I only know of one bike shop which provides excelent service. I know there are others but if CS good might have back draw on other aspect.

Yah i agree with that.... Nothing is perfect. They may be gd in some areas but lacking in others. But integrity in business is also important as well. I seriously don't mind paying a slightly higher price if they can provide excellent service/don't screw up/screw up but dun give excuse try to siam and make an effort to make things right. But up till this point in time i have yet to find a shop which can actually make me part with my money willingly, except for 2 workshops which i patronise regularly.

[Guest 6.5rpm]

Pls pm me the shop name too, anyone?

[Guest SPchoo]

Originally posted by Arcfire@January 31, 2007 10:02 am

Yah i agree with that.... Nothing is perfect. They may be gd in some areas but lacking in others. But integrity in business is also important as well. I seriously don't mind paying a slightly higher price if they can provide excellent service/don't screw up/screw up but dun give excuse try to siam and make an effort to make things right. But up till this point in time i have yet to find a shop which can actually make me part with my money willingly, except for 2 workshops which i patronise regularly.

hi bro can PM me the bike shop's name?

 

i have a sneaky feeling that its the same shop that i hate so very much. haha

[Fufu26]

PM me too if u noe it

[Guest mas17]

PM me the shop name please. Thanks

[Rio Kakashi]

Hey bro can PM me the shop name??

Juz wanna knoe if the shop is the same as mine??

[Guest nE0]

Honestly, I think the shop did the right thing.

 

You can't expect them to 'fix' your bike if you turn up at their workshop without a fault or symtom, its like going to a doctor and telling him you was sick, and ask him to guess what sickness you had.

 

Its possible to find the root cause, but this will involve inspecting every single wire for breakage, kinks, checking all connectors for broken/sunken pins, corrosion etc. Then all components and sensors need to be tested properly to see if they're funcitoning properly. This will take days of non-stop labour, concentrating on one bike alone. Imagine the labour cost. And who's gonna get an ECU functional test rig? Or the equiptment to test crank position sensors? Do they even exist?

 

Its bad luck on your side I guess. And since we don't have laws like in USA, where the dealers gotta replace your bike if its problematic from the start. You mentioned your other bike shop managed to fix the problem. What did they do?

[Arcfire]

Originally posted by nE0@February 24, 2007 10:20 am

Honestly, I think the shop did the right thing.

 

You can't expect them to 'fix' your bike if you turn up at their workshop without a fault or symtom, its like going to a doctor and telling him you was sick, and ask him to guess what sickness you had.

 

Its possible to find the root cause, but this will involve inspecting every single wire for breakage, kinks, checking all connectors for broken/sunken pins, corrosion etc. Then all components and sensors need to be tested properly to see if they're funcitoning properly. This will take days of non-stop labour, concentrating on one bike alone. Imagine the labour cost. And who's gonna get an ECU functional test rig? Or the equiptment to test crank position sensors? Do they even exist?

 

Its bad luck on your side I guess. And since we don't have laws like in USA, where the dealers gotta replace your bike if its problematic from the start. You mentioned your other bike shop managed to fix the problem. What did they do?

Yeah, i agree that its difficult to find the problem but shouldn't it be their responsibility to be rectifying the fault?

 

Does it mean that all motor shops are allowed to sell bikes with inherent problems legally and have no obligation to rectify the fault for the customer?

 

They checked the sensor according to the service manual. Next they simply opened the crankcase cover and the problem was right in my face.

[Guest nE0]

Originally posted by Arcfire@February 25, 2007 12:45 pm

Yeah, i agree that its difficult to find the problem but shouldn't it be their responsibility to be rectifying the fault?

 

Does it mean that all motor shops are allowed to sell bikes with inherent problems legally and have no obligation to rectify the fault for the customer?

 

They checked the sensor according to the service manual. Next they simply opened the crankcase cover and the problem was right in my face.

So the problem is a faulty crank position sensor?

 

I'm not very good with such laws, but I've heard horror stories of owners with brand new bikes with frustrating problems, and the dealer will not do anything more than changing the faulty part. The owner even has to pay for the cost of the part, labour cost is absorbed by the dealer.

 

Motorshops are distributers, they will direct you back to the dealer. The dealers on the other hand, might or might not be willing to rectify such 'problems'. If I'm not wrong, theres a method of reading FI codes on Suzuki bikes. With the fault code, it is much easier to zoom down on the problem.

[Arcfire]

Originally posted by nE0@February 25, 2007 10:09 pm

So the problem is a faulty crank position sensor?

 

I'm not very good with such laws, but I've heard horror stories of owners with brand new bikes with frustrating problems, and the dealer will not do anything more than changing the faulty part. The owner even has to pay for the cost of the part, labour cost is absorbed by the dealer.

 

Motorshops are distributers, they will direct you back to the dealer. The dealers on the other hand, might or might not be willing to rectify such 'problems'. If I'm not wrong, theres a method of reading FI codes on Suzuki bikes. With the fault code, it is much easier to zoom down on the problem.

I would say partly. Something else damaged the crank position sensor.

 

Guess its just another lesson learnt...... New time i buy another bike, i'll ask for a complete strip of the bike just in case. And don't think that buying from a reputable shop will guarantee that you'll be problem free just because you paid a "premium" price.

[boofeng]

Originally posted by nE0@February 24, 2007 10:20 am

Honestly, I think the shop did the right thing.

 

You can't expect them to 'fix' your bike if you turn up at their workshop without a fault or symtom, its like going to a doctor and telling him you was sick, and ask him to guess what sickness you had.

 

Its possible to find the root cause, but this will involve inspecting every single wire for breakage, kinks, checking all connectors for broken/sunken pins, corrosion etc. Then all components and sensors need to be tested properly to see if they're funcitoning properly. This will take days of non-stop labour, concentrating on one bike alone. Imagine the labour cost. And who's gonna get an ECU functional test rig? Or the equiptment to test crank position sensors? Do they even exist?

I disagree with the doctor analogy. Doctors are often trained to diagnose not from live patients but from actors faking symptoms, or from textual descriptions, or diagrams/photos, in paper-and-pencil tests. Given a theoretical situation (symptoms), they could make some good guesses (or rather deductions). Mechanics (if they are competent) should also be able to do the same.

 

However, let's agree that perhaps the average doctor can't diagnose if you only let him examine you in the (generous) twenty-minute consultation, with only reported symptoms but no current ones, for a chronic situation. But if you stayed for a couple of week-long observations in the observation ward, and they still can't diagnose... hmm... is that reasonable? This is where I think it's really inexcusable and hence bad customer service.

 

Arcfire: I think you've heard this from me before, but I'll say it again: Apollo at Bike and Scooter is, IMHO, quite good at trouble-shooting. Many folks go to him when their regular shop can't find the problem. He is more expensive too (but I think it's worth it, for myself). Re the pre-purchase strip-down you're interested in doing, he does do bike inspections for an amount, you could talk to him about it (though I think the hard part is in persuading the owner to let his bike get inspected and getting it down to shop premises). BTW please PM me the name of the shop; I'm curious too.

[Arcfire]

Thanks for the advice! I'll consider that the next time round when i get another bike.