Mt Eden Motorcycles: Workshop warning

[Robert Taylor]

yet you seem 100% sure you have both sides of the story, which you point out is essential to form an opinion. i'm not trying to be a prick here but you do seem a little one sided when it comes to these anti dealer posts. i agree you should never slag a dealer based on a one off experience and i actually prefer to post about positive dealings but these posts always turn into 'us and them'
and you seem to always be us.

We actually had 3 sides of the story and were prepared to travel at considerable cost and downtime ( of otherwise chargeable time )to meet face to face with the customer and sort it all out for him. Thats the offer of a very positive dealing and an example of the many positive things that happen day to day in the trade.

Given his subsequent actions the term ''bastard '' is entirely appropriate. Up until those actions I was more than happy to go through with what was offered.

[Robert Taylor]

Alright, some one go around to Roberts house, take his keyboard off him and cut the plug off it.

Bring beer

[Robert Taylor]

Seriously, I'm not reading any of that.

Curiosity will get the better of you

[Jonno.]

I can't understand why a mech wouldn't start with the most obvious: adjusting the lever/cable. Then to not even test ride it.

It sounds like you had a bad experience with a customer and now anyone who complains is that person.

[Robert Taylor]

I can't understand why a mech wouldn't start with the most obvious: adjusting the lever/cable. Then to not even test ride it.

It sounds like you had a bad experience with a customer and now anyone who complains is that person.

Re read all the posts and pay particular attention to the explanation about lever perch throw and linear pull on the cables.

And you are very wrong, we have great expereince with 99% of our customers and enjoy interacting with them

[Thaeos]

QQ ..........

...............

[-df-]

He declined, maybe because of further cost. But DF may wish to clarify that.

Sure why not.

My thinking was, I explained about the adjustment being right out (both at drop off and when ringing to see what they would do about it), I was told basically "well the clutch was slipping so it was replaced" not a oh, we put it back to where it was and it was still slipping so the clutch was stuffed...when you adjusted it out it was enough to fry the clutch (if that was said I would have said bugger, that'll teach me to stuff around with things)...it was obvious that never happened...based on that (and other stuff already mentioned), I decided I would take it else where and spend my money with someone else.

On a side note: I had a clutch replaced on a YZF600R years ago at Henderson Motorcycles, within a day the clutch was slipping (esp in the cold), I rang them up, told them what was happening, they took the bike back, sorted the problem (can't remember what happened, an adjustment was needed I think) and away I went...I was a very happy customer, and used them many times after that.

[Robert Taylor]

Sure why not.

My thinking was, I explained about the adjustment being right out (both at drop off and when ringing to see what they would do about it), I was told basically "well the clutch was slipping so it was replaced" not a oh, we put it back to where it was and it was still slipping so the clutch was stuffed...when you adjusted it out it was enough to fry the clutch (if that was said I would have said bugger, that'll teach me to stuff around with things)...it was obvious that never happened...based on that (and other stuff already mentioned), I decided I would take it else where and spend my money with someone else.

On a side note: I had a clutch replaced on a YZF600R years ago at Henderson Motorcycles, within a day the clutch was slipping (esp in the cold), I rang them up, told them what was happening, they took the bike back, sorted the problem (can't remember what happened, an adjustment was needed I think) and away I went...I was a very happy customer, and used them many times after that.

Cheers, like I said previously Im interested in exactly what the problem is found to be. I still maintain you should have as CFWB has said if you have a problem go straight to the top.
A couple of days back someone from that shop rang me for some service info and I then mentioned about this thread, they had no idea of it and that they were being vilified by all those that engaged in the feeding frenzy. This could all have been arrested a lot earlier even by politely stating to the effect ''hey lets work out a solution so that I dont have to take further steps that may compromise your name'' Or suchlike.

[-df-]

This could all have been arrested a lot earlier even by politely stating to the effect ''hey lets work out a solution so that I dont have to take further steps that may compromise your name'' Or suchlike.

Correct, unfortunatley I thought I was talking to the right person...I now wish I had checked it was the manager I was talking to, as I wouldn't have had to go throuhg all this, and nether would Mt Eden Motorcycles.

Anyway, I've said all I can, and will wait to see what happens before I post back on this thread.

[Brian d marge]

The full story still has to be established, did he actually get shafted? In fact if the clutch perch was changed as subsequently reccommended would it have cured the problem? Did he actually fry the clutch plates? Until that is all FIRMLY established then I think its still a little out of order.
That I have dared to challenge or for want of a better term scruinise what DF has been saying he is now quite snarky at me, in print. Is that same demeanour how he has been talking to the dealer? If so that just gets people hackles up. Trying to sort a problem over the phone is never entirely satisfactory and a better course of action would have been to go and visit the owner of the company and politely explain the whole scenario. Usually if you are polite ( and I havent seen a lot of politeness in this ) but also leave no doubt that you want a satisfactory resolution you will get a good result. But you do need to have all of your ducks in a row.

We ( CKT ) recently had an experience that I dont want to see repeated in a hurry. Back about September / October last year we sold a full cartridge kit and shock to a MX rider. We sprung it according to the information he gave us re his weight and height, speed etc. Over 3 months went by and the customer rang and spoke to my operations manager stating that he thought the suspension was undersprung. He was asked again what his weight was and it varied to what he originally stated. So okay no problem send the units down and we will respring, when you get them back you will need to do a sag check to confirm the settings are in the right window.
The job was subsequently done and several weeks again passed, then another phone call. ''Im not happy with it'' ...........''did you measure it up''....''No''................''why not, its essential to do so to ensure and its in the instructions that come with the suspension, and with oem suspension you have to do exactly the same thing''........oh but my mate said this and he said that''.......''Remind me again please what you current weight is''....''its such and such''.......................''Ok but thats nearly 10kg different to what you told us last time, how can we set it up accurately if the weight you give us is incorrect?''.......................''Ive never been that weight''

By now the alarm bells are seriously ringing and then it leads to ''I want a full refund'' ......................''No sorry we dont do that, we sort it out, youve had 4 months use out of it and didnt report a problem until after 3 months use''.....................''I want my money back''
................

I know that guy hes is working for the switched on garden center in the product testing division

Stephen

[Kittyhawk]

POSTERS!

Lots of em, like in hospitals.

The ones where hot chicks are wearing skimpy nurse uniforms?

[Shaun]

[QUOTE=Robert Taylor;1129734702]Re read all the posts and pay particular attention to the explanation about lever perch throw and linear pull on the cables.



Robert, good on you for defending this buisness on here, BUT!

It is fantastic the uselss mechanic is gone from there now, BUT again

This problem is the problem of the buisness, Not just the one BAD Mechanic, it is called lack of QC "Quality Control"

I gauarntee that YOU yourself, ( Mechanic of 30 years) would never have fitted a new clutch to such a bike, with out giving it a test ride after completing the work? if this QC process had been followed, this problem would have been found, and there never would have been this issue to deal with.

Whilst I agree that a lot of shite gets posted on some threads, this thread was started with the best intent for all other RIDERS< this site is for riders, not just for buisness people to be on, so I am 100% confident, this was NOT started by a keyboard hero, it was done genuinelly for other riders to pay attention to.

I have read every single post on this thread up to the last one, so are well aware of all said by all so far, and the starter of this thread has tried very hard to work in with the said buisness.

I JUST HOPE THE MENACHIC THAT HAS GONE IS THE ONE FROM THERE THAT USED TO MESS WITH PEOLES SUSPENSION SETTINGS WITHOUT THEM EVEN KNOWING< UNTILL THEY RODE THERE BIKES AND REALISED IT HANDLED DIFFERENT NOW!

I Personally TELEPHONED the manager there and informed of this, after I had been told about this by 2 customers from there in paticullar, and if I caused that man to loose his job, FANTASTIC, people are safer

[Robert Taylor]

[QUOTE=Shaun;1129735096]

Re read all the posts and pay particular attention to the explanation about lever perch throw and linear pull on the cables.



Robert, good on you for defending this buisness on here, BUT!

It is fantastic the uselss mechanic is gone from there now, BUT again

This problem is the problem of the buisness, Not just the one BAD Mechanic, it is called lack of QC "Quality Control"

I gauarntee that YOU yourself, ( Mechanic of 30 years) would never have fitted a new clutch to such a bike, with out giving it a test ride after completing the work? if this QC process had been followed, this problem would have been found, and there never would have been this issue to deal with.

Whilst I agree that a lot of shite gets posted on some threads, this thread was started with the best intent for all other RIDERS< this site is for riders, not just for buisness people to be on, so I am 100% confident, this was NOT started by a keyboard hero, it was done genuinelly for other riders to pay attention to.

I have read every single post on this thread up to the last one, so are well aware of all said by all so far, and the starter of this thread has tried very hard to work in with the said buisness.

I JUST HOPE THE MENACHIC THAT HAS GONE IS THE ONE FROM THERE THAT USED TO MESS WITH PEOLES SUSPENSION SETTINGS WITHOUT THEM EVEN KNOWING< UNTILL THEY RODE THERE BIKES AND REALISED IT HANDLED DIFFERENT NOW!

I Personally TELEPHONED the manager there and informed of this, after I had been told about this by 2 customers from there in paticullar, and if I caused that man to loose his job, FANTASTIC, people are safer

All very valid points. It does read though that ( somewhat belatedly ) a diagnosis of the actual dragging problem happened and a solution was offered i.e purchase a new clutch perch. But by that time the customers emotions were running high, as happens if a solution is not as forthcoming as would have been hoped. Frankly I can understand the customers frustration.
I guess its fair to say that communication was an issue and this is an issue that I have witnessed with some other metropolitan dealers with lots of people running around. Thats no justification though.
I still maintain that sometimes these issues can be tricky to nail down and variables can mean the problem is more obvious one day than another. Just take that as a generalised statement
Suspension settings should NEVER be messed with without involving the customer and explaining it all thoroughly, agreed. It also helps if the guy knows what he is doing and its also as you well realise got a lot to do with experience.

[Hiflyer]

[QUOTE=Robert Taylor;1129735301]

All very valid points. It does read though that ( somewhat belatedly ) a diagnosis of the actual dragging problem happened and a solution was offered i.e purchase a new clutch perch. But by that time the customers emotions were running high,

Correct me if I'm wrong, i can't be bothered reading walls of text, but I think the problem here is he forked out $600 for something that didn't fix the problem and they didn't even test it to see if it fixed it.

Then another solutuion was offered for an extra cost?

Did I get that right? If I did I'm pretty sure EVERYONES emotions would be running high if that happened to them.

TO MAKE IT CLEAR FOR EVERYONE I'M NOT TAKING SIDES, JUST TRYING TO GET THE FACTS STRAIGHT

[imdying]

Frankly I can understand the customers frustration.
I guess its fair to say that communication was an issue and this is an issue that I have witnessed with some other metropolitan dealers with lots of people running around. Thats no justification though.
I still maintain that sometimes these issues can be tricky to nail down and variables can mean the problem is more obvious one day than another. Just take that as a generalised statement

In the end, as a customer, I realise that 'shit happens'. It's what happens after the brown stuff has hit the bladed spinny thing that matters. Above and beyond is a pain in the arse, and might have a short term loss of profit, but I guarantee the revenue returns will be forthcoming over the long haul. You mostly see only the bad bits on here, but people still talk, mates still ask mates for recommendations.