Warranty work: should they supply a loan bike? [Archive]

orangeback

15th February 2011, 20:29

warranty work / should they supply a loan a bike ???
bike has gone in for second service , its done 410km, yes 410 from new, now ill be with out it for a month till part arrive from overseas , its not as if its the only bike i own, but it what i want to be riding b4 winter rocks on.

blackdog

15th February 2011, 20:33

orangeback

15th February 2011, 20:36

chocolate fish says its the tuono
chocolate fish goes to someone else , its the German item I have

Katman

15th February 2011, 20:36

chocolate fish says its the tuono

Can't be - he said he's only going to be without it for a month.

blackdog

15th February 2011, 20:38

Can't be - he said he's only going to be without it for a month.

:doh: of course :facepalm:

FJRider

15th February 2011, 20:39

My understanding is ... they are under no obligation to provide a loaner ...its merely as courtesy to the clients ... if one is available.

Kickaha

15th February 2011, 20:57

I really want to see him on a GN

It'll look like a Newfoundland fucking a Chihuahua

Hitcher

15th February 2011, 21:22

Can't be - he said he's only going to be without it for a month.

An Aprilia factory warranty is of questionable value in this market. That's not the dealer's fault. They deserve better.

baptist

15th February 2011, 22:24

It is not the riders fault the bike needs repair, if it is still under warranty then a loaner should be given free of charge... even if it is a cheap old 125 it is better than being left on shanks's pony... well maybe:innocent:

Hitcher

16th February 2011, 19:07

It is not the riders fault the bike needs repair, if it is still under warranty then a loaner should be given free of charge...

I disagree. The warranty is provided by the manufacturer, not the reseller. Margins for warranty work are thin enough without bike owners demanding additional services from resellers for no charge. Warranty claims can take ridiculously long periods of time to resolve, again at no fault of the reseller. Providing a loaner for a ridiculously long period of time, for free, seems like an unrealistic expectation to me unless the manufacturer is footing the cost.

nudemetalz

16th February 2011, 20:40

I agree with Hitcher.

trailblazer

16th February 2011, 21:02

I agree with Hitcher.

same here. My bike has been in the shop getting warranty work done and i didn't expect a loaner bike. But i can see the other side aswell as i work in the panel and paint industry and we have to provide loan cars at no cost to the customer or the insurance companies. Bikes are a bit differant though as how do you no if you can trust the twit twisting the throttle cause to be honest if your local bike shop gave you a gn250 as a loaner all they would hear is bitching about how they have a 2011 gsxr thou and all they are going to lend you is a gn250 that there will just piss people off and get customers off side. when my bike is in at underwoods getting work done i never put any preasure on them but if it is urgent then they do all they can to get my bike back so im on the road again.

baptist

16th February 2011, 23:37

I disagree. The warranty is provided by the manufacturer, not the reseller. Margins for warranty work are thin enough without bike owners demanding additional services from resellers for no charge. Warranty claims can take ridiculously long periods of time to resolve, again at no fault of the reseller. Providing a loaner for a ridiculously long period of time, for free, seems like an unrealistic expectation to me unless the manufacturer is footing the cost.

I understand but, the purchaser should not be out of pocket in any way either ... if it is a warranty issue... I agree that the manufacturer should ultimately foot the bill, they built the bike. I have been in this situation (with a Ford car), I know bike manufacturers do not make the same profits per unit as car makers but a purchaser should be looked after as well.

If the fault is not warranty then fine we have to suck it up as things do break.

Digitdion

17th February 2011, 09:17

Some of you guys are talking about the wholesaler vs the retailer but all that has nothing to do with the buyer. The buyer has a deal with the retailer.Its all an excuse to fob you off. I do not think they have to provide you with a loaner. But it makes sense they do in some cases.
If you are out of pocket because of there bike they have sold you has problems, and its gunna take forever to sort out. They would be silly not to give you a loaner. Otherwise it opens up the possibility of you claiming some sort of compensation for the extra cost involved. Check out the info on consumer guarantee laws and the motor vehicle disputes laws if you are really concerned or are very inconvenienced.

Usarka

17th February 2011, 09:29

AS I understand it if you'd asked them to rectify it under the CGA rather than under warranty then you could have claimed incidental costs.

Whether they'd agree to that without a fight or court action is another story....

AllanB

17th February 2011, 09:34

WTF??????????? Am I on the right website?

I agree with everyone!!!!!!!!!!!!

Buyer - 410 kms and out of action for a month - I'd be pissed and want a loaner or something. Interesting note here if it dragged on to 2 - 3 months I'd want my bloody money back under the CGA.

Bike Shop - I agree it is a hard call to be offering out the loaner when it is in fact the importers/makers error.

Obviously the poor retailer is the bugger caught between a rock and a hard place.

It will be interesting to see how your customer service works out.

One of my local shops has a very very good reputation for offering rides when required - I know of people who have ordered a bike from them and are waiting for delivery in X weeks and the shop has given them one of their demos for the weekend to enjoy while they wait. Ditto with repair work.

This may be something you can suggest to the Beemer people - give me a demo bike for the weekend.

Of interest it is my local Harley agent who has offered the above. Big bickie items sure but bloody good customer PR.

oneofsix

17th February 2011, 09:40

WTF???????????

Bike Shop - I agree it is a hard call to be offering out the loaner when it is in fact the importers/makers error.

Obviously the poor retailer is the bugger caught between a rock and a hard place.

<snip>

bloody good customer PR.

Bike shop is caught but in the middle but then again that is the ground the occupy. They should offer the loaner and on charge the wholesaler/manufacture. If they are so keen on the manufactures product that they have an agreement that doesn't allow them to bounce the costs back then its a cost of doing business. The loaner is good PR for both the shop and the brand.

Eyegasm

17th February 2011, 10:32

As I do not own any other vehicle, I would appreciate a loaner. I'd even take a GN125.

Public transport sucks.

One thing I hate about getting a service done during the week.
Drop the bike of and then catch a bus to town, bus back after work and pick up the bike. That bus fare was 1 weeks gas commuting to work.

imdying

17th February 2011, 16:13

I asked Hampton Honda before I purchased the bike, and they agreed to give me run about when the bike is being serviced (a cage, but transport nonetheless). Makes them look good, makes me feel happy, and costs them next to nothing (service intervals are like a billion kms so I'll nearly never use it).

AllanB

17th February 2011, 17:51

orangeback

6th March 2011, 06:36

My bike has been nearly three months now , and with the quake im told it could be another 3 , not happy , ill be pushing for a loaner soon and an extension on the warranty since its spenting 50% of it in the shop

wickle

6th March 2011, 08:28

But i can see the other side aswell as i work in the panel and paint industry and we have to provide loan cars at no cost to the customer or the insurance companies.

and you dont put enough petrol in so they bitch an moan when putting $5 / $10 in the vechile cause they are not returning it with any petrol left in it,

BMWST?

6th March 2011, 09:09

Toaster

7th March 2011, 20:14

I don't see why dealers should be obliged to unless it was a condition of sale/warranty.

However, it is a good opportunity for dealers to showcase demo bikes to riders they think have the potential to foster a future sale. In any case it builds goodwill with clients.

A user pays petrol replacement policy would be a fair approach to using loan bikes.

buellbabe

15th March 2011, 10:37

As other people have already said...no, the shop is under no obligation to provide a loaner but I think they should cos its just good PR.

Hell, I don't get the Buells serviced at AMPS anymore but when the battery died a few weeks back they picked me up AND gave me a Harley to ride home. (I asked for a Triumph but they had no demos available!).

I became a regular customer at Road & Sport for bike servicing so they showed their thanks by giving me a demo Buell to get me home each time...sometimes I would have it for a few days...

KTL were the same, the bike was in for a service and wasn't gonna be ready for the wkend cos they were so busy so they gave me another demo Buell, I told them that I had originally planned on going for a decent ride at the wkend and the response was "no worries, take this bike".

Its all about customer service.

Banditbandit

15th March 2011, 13:11

No obligation to have a loaner for a customer .. good practice tho. I've been offered loaners ansd refused. Dunno what the bike is really like - I don't like riding bikes I'm not used to - I don't loan my bike to anyone else, and don't ask if I can borrow others bikes

Never loan your bike or your missus .. they'll never come back the same ...

But 410klicks? That's why I'll never own another BMW - loved riding mine .. a pig when it broke ... expensive and long time off the road ....

I'd be asking for my money back - or at least a new bike ...

jafar

18th March 2011, 19:35

I'm still wondering why a bike with only 410 km on it has to be off the road for a warranty claim. What could possibly go wrong with the thing in such a short distance?? surely it had to be a fault from the beginning!!!
I'd be demanding my money back :devil2:

The Stranger

18th March 2011, 21:30

I understand but, the purchaser should not be out of pocket in any way either ... if it is a warranty issue... I agree that the manufacturer should ultimately foot the bill, they built the bike. I have been in this situation (with a Ford car), I know bike manufacturers do not make the same profits per unit as car makers but a purchaser should be looked after as well.

If the fault is not warranty then fine we have to suck it up as things do break.

I just know the importers will laugh like hell at the suggestion, but oh well here goes.
Perhaps they could actually carry some parts in stock.
As it is now it's all good if you run a spark plug or oil filter under warranty, but beyond that - Oh sorry, thats six weeks x where the fuck ever - if you're very lucky.

baptist

18th March 2011, 21:46

I just know the importers will laugh like hell at the suggestion, but oh well here goes.
Perhaps they could actually carry some parts in stock.
As it is now it's all good if you run a spark plug or oil filter under warranty, but beyond that - Oh sorry, thats six weeks x where the fuck ever - if you're very lucky.

Spare Parts!!!!! sorry, are you insane? Next you will say they should also charge reasonable prices:facepalm:

(better add, not all brands aye :rolleyes:)

Smifffy

18th March 2011, 21:57

They could have sent you over to pick the bloody parts up yourself by now. I agree a loaner is a courtesy, and if they don't want to extend that courtesy to you then you could also not deal with them anymore.

At 410km, and now 3 months I would think that you would have a reasonable chance of going for your money back.

There was a fault, you notified them promptly, they offered a remedy, you accepted their solution, but they have still not provided a remedy.

Kinda takes all the joy out of a new purchase doesn't it?

marty

19th March 2011, 07:08

what part takes 3 fucking months to get here? on a current stock model? couldn't they steal the bit off another one and make that one wait 3 months? no wonder so many bike shops have such a shit name. they just can't keep saying - 'it's the manufacturer's fault not ours' - they have taken the dealership - deal with it. no wonder people buy stuff off ebay/overseas.

as an aside, what part are you waiting for? instead of OEM is it worth just going alternate? the warranty is obviously worth a tin of shit anyway.