Motorbike shop punished for sluggish repair

[Katman]

I haven't read where it says it was cold seized and don't know much about 2 smokes really but if it was cold seized isn't that a problem with how the bike was being warmed up or ridden more than a problem with the bike mechanically in its self.

See my previous post - the details are in the Tribunal's ruling which can be found linked in the original article.

Yes, it is quite possible that the seizure occurred due to incorrect warming up and that Aprilia were possibly within their rights to deny the warranty claim.

They chose to honour the claim as a sign of good will (and probably due to the fact that no Disputes Tribunal would ever rule in their favour if they did deny the claim).

Disputes Tribunals almost always err on the side of the customer - seemingly regardless of whether it can be shown that the customer was negligent.

[scumdog]

Yes, it is quite possible that the seizure occurred due to incorrect warming up and that Aprilia were possibly within their rights to deny the warranty claim.

And people have the gall to slag-off Harleys for their 'unreliability'...

[Robert Taylor]

Yup. There are two guys in NZ that had linkage failure (a few more overseas), or what was attributed to linkage failure on the Gen 2 models (2004+). One alright, the other in a coma for a few weeks I believe (this he was on KB at some point too) The AF1 community got their shit together and made uprated link plates which we fitted ourselves due to Piaggio's reluctance to recognise the issue. There are other issues that they won't address, like the stator issue (due to a rotor issue) and something that being 5+ years out of warranty allows the issue to be ignored by them (even though they did change the rotor in 2007/8). Meh, bike eh.



Sure the dealer will feel some pain, but that comes with the territory surely... but I don't see them as the biggest victim at all coz dealing with unhappy customers (they're not unhappy because they broke their nail on the clutch lever are they) is a part of their job, especially when dealing with warranty/fit for purpose issues.
I was told by the guys in the shop one day that repair times and remuneration are based on a mech that's so proficient with the bike that he could likely strip it blindfolded, has every tool for the job at his disposal and it timed when performing a particular fix. So I'm aware that they get it from both ends, but they have options that the customer doesn't.

Interesting point about options and so many are quick to blame dealers as ''the bad guys''. There are various layers of protections for customers who purchase machines off registered motor vehicle dealers. Much less protection if you purchase a bike off a private reseller and those who are in all but name and legalities a dealer operating from Trade Me. There are a heck of a lot of private sellers who are pretty dodgy, selling stuff with faults that were they a dealer they would get taken to the cleaners. And then there are also those that trade their bikes in with serious faults that are not immediately obvious. So in my view ( and experience ) the customers in fact have more options than the dealers, and many ''get away with murder''. Time this was all cleaned up I think.

[MarkH]

They didnt have the parts because the distributor didnt have the parts and so on. That the dealer got busted for it is WRONG.

The customer entered into a contract with the dealer and there was a failure on the dealer's end.
That the dealer got busted for it is RIGHT!

Yes they indeed are but I guess one of the points that Im trying to articulate is that its so easy everytime to 100% blame the 'big bad shop'' . There is very often more to the story

I don't think that it was the dealer's fault, but it definitely was the dealer's responsibility.
I personally think that the dealer should be compensated by the distributor and I think that the distributor should be compensated by Aprilia.
None of that is the customer's problem though - he isn't the one with a business relationship with the distributor.

Personally I would have been similarly very unhappy were I the customer that spent $8.5 thousand on a new bike that failed at less than 1 year old and then took almost 3 months to be repaired.

[Mort]

I have three such stories:

• Accident repair on a 2007 Fireblade. Fairing panels took 11 weeks to deliver because Bluewing Honda dont stock them.
• Brake parts for a Gas Gas EC300 - Took 4 months. The dealer I ordered through had no way of saying when the part would arrive. He just placed the order and we had to wait.
• Arai helmet parts (side pod and vent parts) ordered from an official Arai dealer. Nine and half months !!!

All the above were official dealer channels where a customer should reasonably expect a prompt and efficient service but the dealer, the importer and the manufacturer have basically put in place the lowest possible cost delivery service regardless of the quality of service to their customers or the outrageous final cost of their parts.

They could, as has been mentioned above put in place better part supply arrangements which can deliver parts faster and cheaper but they choose not to. There is no excuse for this. For instance, last time I needed parts for my GasGas bikes, I bought from the UK. It arrived in less that 4 days. I have no sympathy for any dealers in NZ. If they are going to charge top dollar for products and parts (which they do) they should back that with proper service. But they have no interest in that end of the market it seems. Sell you a new bike - sure. Back that bike with an even a modest parts delivery service from the manufacturer ? That appears beyond any of them.

[Katman]

They could, as has been mentioned above put in place better part supply arrangements which can deliver parts faster and cheaper but they choose not to.

Dealers sign into a contract with the national distributors.

It is the national distributor that determines the efficiency of the parts supply.

If dealers didn't adhere to their contract they would quickly find themselves without a franchise.

[Robert Taylor]

I have three such stories:

• Accident repair on a 2007 Fireblade. Fairing panels took 11 weeks to deliver because Bluewing Honda dont stock them.
• Brake parts for a Gas Gas EC300 - Took 4 months. The dealer I ordered through had no way of saying when the part would arrive. He just placed the order and we had to wait.
• Arai helmet parts (side pod and vent parts) ordered from an official Arai dealer. Nine and half months !!!

All the above were official dealer channels where a customer should reasonably expect a prompt and efficient service but the dealer, the importer and the manufacturer have basically put in place the lowest possible cost delivery service regardless of the quality of service to their customers or the outrageous final cost of their parts.

They could, as has been mentioned above put in place better part supply arrangements which can deliver parts faster and cheaper but they choose not to. There is no excuse for this. For instance, last time I needed parts for my GasGas bikes, I bought from the UK. It arrived in less that 4 days. I have no sympathy for any dealers in NZ. If they are going to charge top dollar for products and parts (which they do) they should back that with proper service. But they have no interest in that end of the market it seems. Sell you a new bike - sure. Back that bike with an even a modest parts delivery service from the manufacturer ? That appears beyond any of them.

So you are saying ALL dealers are useless? I think more than a few would take issue with your criticism.

[Mort]

the dealer, the importer and the manufacturer have basically put in place the lowest possible cost delivery service regardless of the quality of service to their customers or the outrageous final cost of their parts.

...as I said Mr K...

[Katman]

...as I said Mr K...

I have no sympathy for any dealers in NZ.

The dealer has no say in the efficiency of the parts supply - (beyond actually placing the order).

They are just the unlucky pricks that cop it in the neck when the parts supply doesn't meet the customer's expectations.

[Mort]

So you are saying ALL dealers are useless? I think more than a few would take issue with your criticism.

With respect to providing a proper parts supply (which is what this thread is about), the ones I have seen are piss poor. I understand that NZ cannot support a full parts inventory for all bikes etc but the importers could do much much better than what they do at the moment. It's no wonder people side step the dealer network and personally import what they need.

[Mort]

They are just the unlucky pricks that cop it in the neck.

So (using examples above), Aprilia, BMW, Honda, Arai and GasGas dealers in this country are just "unlucky" they have the importers they do ? If an individual can get official parts from elsewhere in the world in a few days at reasonable cost why can the importer not have a good arrangement from the manufacturer themselves to get parts in just as quick ? What surpises me is that the manufacturers allow piss poor parts service to affect their bikes sales. Whichever way you cut it, the dealer/importer/manufacturer chain is to blame for lack of customer support and it could be solved but they choose not to..

[Ender EnZed]

Is there anything to stop a dealer parallel importing new bikes themselves and offering their own non-manufacturers warranty; leaving them free to source parts online like everyone else?

[Katman]

Whichever way you cut it, the dealer/importer/manufacturer chain is to blame for lack of customer support and it could be solved but they choose not to..

As a totally independent workshop there are many times that I have ordered genuine parts in from overseas sources.

Franchise dealers don't have the same freedom.

[st00ji]

if they are an official dealer and their distributor finds out, then they will lose their official status.

possibly secondhand stuff, would depend on the agreement.

carrying your own warranty costs is probably pretty prohibitive - the volumes involved mean a couple of expensive claims could really mess you up i'd imagine.

that being said the manufacturer should still honor factory warranty on new things no matter where sold.

i know of at least one car distributor who pays claims on cars that have been privately imported

[98tls]

Is there anything to stop a dealer parallel importing new bikes themselves and offering their own non-manufacturers warranty; leaving them free to source parts online like everyone else?

Would imagine theres plenty of paperwork to stop them,nothing to stop someone picking a brand and setting up shop as you say.