Workshop problem: What would you do?

[-df-]

Hi,

Had a problem with my local bike shop (well, their workshop to be exact) and I'm kinda pissed off about the situation, just wondering if you guys can think of anything I can do other then a MTA complaint (which I'll be doing).

So the story goes... (warning...bit of a rant!)

Got on my bike to go somewhere, was running late and it was rush hour so figured the bike would be the quickest way there...as soon as I put the bike in gear it would stall, basically the clutch was still gripping even when fully disengaged (lever in), once it warmed right up I was able to get it in gear with a few revs and off I went (if I had switched to car I would have missed what I was trying to get to) clutch didn't come right, and had to pop it in neutral at lights, etc, etc. EDIT: Sorry, this part is not quite right...once warmed right up, I could hold the bike at the lights with clutch in with it gripping a little (tiny bit of throttle and it wouldn't stall)

A few days later I went back to the bike and adjusted the clutch cable to see if it was just stretched a bit...wound it right out, clutch still engaged when the lever was in, and now it would slip when I gave it a hand full of throttle (due to it being semi disengaged due to me adjusting the cable).

At that point I decided to take it into my local shop, explained what was happening (clutch always partially engaged, adjusted the cable to see if it was just stretched, but it was still happening and of cause its now slipping due to the adjustment...I made sure I pointed that out to the guy in the workshop), guy at the shop said all good, they will get back to me once they know what the problem is with a price.

They ring me up about a week or so later, saying its the clutch and it needed replacing, I said sweet as, give me a bell when its all sorted.

I get a text about another week or so later saying bikes all sorted, come pick it up. Awesome I thought, just in time for the weekend and I had been dying for a ride tbh (hadn't had a proper ride for ages). I go and pay my money, get on my bike, start it up, put it in gear...stall...hmmm, again...stall...hmmm, again....stall...nope, bike is exactly the same as when I took it into them after spending over $600 to get clutch done (and new sump gasket)! So pointed it out to the guy in the workshop, he said sorry, will have a look at it tomorrow...all good I guess, people make mistakes...I then walk back home bikeless.

I ring them a week later to find out whats going on, guy says oh, the clutch perch is the wrong one...thats causing the problem (wait...thats been on the bike ever since I had it...but anyway) so thats causing it to grip? yep he says...so why did the clutch get replaced as it was only slipping due to the adjustment on the clutch lever? I ask...oh, it was slipping so I replaced it...wait, I explained the situation when I brought the bike in...basically his response at that point....Not my problem...

So now I've spent $600 on a new clutch that I didn't need, and still have to spend $200 for a new lever and perch.

I rang them back up after I'd cooled down a bit asked to speak to someone about the situation and was put on with some guy, asked what they would do about it...nothing, except put the new perch on for another $200...which I promptly told them to bugger off I'll take it to someone that knows what the hell they are doing! (well, its a perch...I think I can handle that myself!)

Picked up the bike last night, after stalling it about 5 times trying to get it into gear up the hill (outside there workshop) I finally got it home...still stuffed, but hey...its got a new clutch...

I think its pretty stink that they have miscommunicated within the workshop (guessing that's whats happened, guy I spoke to prob didn't write down all I said...although you'd also expect the mechanic to notice the adjustment was right out...but anyway, not blaming him in this) and now I have to foot the bill...I'd have been happy enough if they had offered something back (like put the perch on for free)...not expecting to get the new clutch for free (even tho I didn't need it, or want it as it wasn't the problem)

Every shop makes mistakes...its how they sort them out that shows what they are made of.

So what would you do? What rights do I have?

[mattian]

you have rights under the consumer garuntees act. If you paid for a service and the service or, commitment to fillfull that service wasn't done then by every right you deserve a refund.
I am not a law expert but, this is my rudimentary understanding.

[jim.cox]

Every shop makes mistakes...its how they sort them out that shows what they are made of.

Absolutely agree

So what would you do?

Me? I'd look the shop foreman straight in the eye, and mention my concerns.

And see what his reponse is

Its the "putting it right" attitude that counts

But itis also more than that

Its do I have I have confidence in him. Do I trust him? Is he being honest with me? And do I have confidence in their work in future

You can always cut your losses, walk away and never be back

I think it "unfortunate" that the new clutch did not fix the problem. I think it is reasonable to expect a new clutch (&& cable) given your problem description

But it is symptomatic that the shop didnt actually test to see if they had actually fixed the problem, and returnd the bike to you still faulty

All in, you're not in a bad position - it wont take much to sort - and you could do all that work yourself....

[-df-]

Absolutely agree


Me? I'd look the shop foreman straight in the eye, and mention my concerns.

And see what his reponse is

Its the "putting it right" attitude that counts

But itis also more than that

Its do I have I have confidence in him. Do I trust him? Is he being honest with me? And do I have confidence in their work in future

You can always cut your losses, walk away and never be back

I think it "unfortunate" that the new clutch did not fix the problem. I think it is reasonable to expect a new clutch (&& cable) given your problem description

But it is symptomatic that the shop didnt actually test to see if they had actually fixed the problem, and returnd the bike to you still faulty

All in, you're not in a bad position - it wont take much to sort - and you could do all that work yourself....

I talked to them over the phone...when I went and picked the bike up I just walked in, got my keys and left (well, tried to leave, lol)...

I definatly wont be going back there...hell, not even sure why I went back there this time, when I got them to sort out a few small things on the bike when it was first painted (e.g. bike had never been riden with this paint job) they ended up scratching/marking the paint! Didn't bother doing anything at the time as I'd already taken it home before I noticed...and well, my word against theirs...if they were going to say/do somethign they would have at the time of pick up.

I seem to have to be bitten twice before I learn my leason!!

[SMOKEU]

That's typical of todays 'mechanics'. Too many of them are idiots who think they can fix anything, but they just end up making it worse. It happened to me at a 'reputable' Honda dealer once.

[CookMySock]

The whole thing sounds a bit absurd. How can they possibly get it this wrong? Did they not test ride it before and after?

Take it back and discuss.

Steve

[scracha]

Next time pay via credit card. Gives you a lot more protection as you can dispute transactions.

[Smifffy]

Write down something very similar to what you just wrote here. Make it a bit less ranty, eg short simple statements of on this day I did this bit. I explained such and such to this person. On this date I called etc. Address it to the manager of the shop. Explain your concerns and that you are disappointed. Point out that while you didn't need a new clutch, you accept that it was fitted and will pay for it. Point out that you have paid them $600, and were without the bike for weeks, and the bike still has the same problem that you took it to them for. Politely ask them to reply to you, outlining their plan for remedying the situation.

Be polite, but firm, perhaps mention that one of the reasons you chose the workshop was their MTA membership.

Don't tell them you are never going back and will trash their business all over the net. Let them understand that this is an opportunity to put it right, and keep you as a valued customer.

Write down all the details of the contacts and events that have happened so far, the date,time and content of the txts, keep them as a record, and keep a copy of the letter you send. If you do decide to go to the MTA you will have good records of the sequence of events, and proof that you have asked politely for the issue to be put right.

The ball will be firmly back in their court.

[-df-]

Next time pay via credit card. Gives you a lot more protection as you can dispute transactions.

Never thought of that...might do that next time I make a payment.

Although I think next time I'll test the fix before paying for it.

[-df-]

Write down something very similar to what you just wrote here. Make it a bit less ranty, eg short simple statements of on this day I did this bit. I explained such and such to this person. On this date I called etc. Address it to the manager of the shop. Explain your concerns and that you are disappointed. Point out that while you didn't need a new clutch, you accept that it was fitted and will pay for it. Point out that you have paid them $600, and were without the bike for weeks, and the bike still has the same problem that you took it to them for. Politely ask them to reply to you, outlining their plan for remedying the situation.

Be polite, but firm, perhaps mention that one of the reasons you chose the workshop was their MTA membership.

Don't tell them you are never going back and will trash their business all over the net. Let them understand that this is an opportunity to put it right, and keep you as a valued customer.

Write down all the details of the contacts and events that have happened so far, the date,time and content of the txts, keep them as a record, and keep a copy of the letter you send. If you do decide to go to the MTA you will have good records of the sequence of events, and proof that you have asked politely for the issue to be put right.

The ball will be firmly back in their court.

That sounds like a good plan.

One of their people have been in contact with me through the forum in regard to this thread, so maybe it will still all come right.

[-df-]

Well, the good news is a guy selling the clutch perch and lever (new) on TM got back to me about purchasing those...$60 for both (a bit better then the $200 quoted, and the $170 from another shop, gotta love TM some times).

I'll see if that sorts the problem this weekend.

[Crisis management]

Well, the good news is a guy selling the clutch perch and lever (new) on TM got back to me about purchasing those...$60 for both (a bit better then the $200 quoted, and the $170 from another shop, gotta love TM some times).

I'll see if that sorts the problem this weekend.

Am I missing something here...the bike & clutch have been operating correctly for a time, then a fault develops (clutch not disengaging) and you think that replacing the lever perch is going to fix this? Is the existing perch worn and not allowing full movement of the lever?

Regardless of whether the perch is at fault the workshop should have fixed the fault not just replaced some parts for the hell of it.

[-df-]

Am I missing something here...the bike & clutch have been operating correctly for a time, then a fault develops (clutch not disengaging) and you think that replacing the lever perch is going to fix this? Is the existing perch worn and not allowing full movement of the lever?

Regardless of whether the perch is at fault the workshop should have fixed the fault not just replaced some parts for the hell of it.

Well, its sounded strange to me...but for $60 I'm willing to try.

Aparently it has the wrong perch for the lever, so when you pull lever in, it gets to a certain point and even tho lever goes in more, the cable doesn't get pulled anymore.

But yeah...that has never been changed, and was on the bike when I got it...so doubtful, but willing to try.

[Crisis management]

But yeah...that has never been changed, and was on the bike when I got it...so doubtful, but willing to try.

I hate to say it, but all you are doing is trying to hide the real fault, not fix it. Good luck anyway.

[Smifffy]

This sounds pretty weird.

I suggest also that if you want to pursue some form of remedy from the workshop that you don't do any work related to the problem yourself, until it is resolved to your satisfaction.