Triumphrat

braindead0 · 07-17-2009, 01:15 PM

Before I raise a stink with Triumph (or the dealership owner). In short my wifeys Bonny SE developed a slight oil leak at the top banjo fitting on the oil cooler. They redid the fitting (new copper crush washers), said it was still leaking but it was not (200 miles with lots of high speed highway, not a drop). I told them Monday so they could cancel the parts order.

Complete backstory here: http://www.triumphrat.net/twins-tech...-bonny-se.html

I get a call today, they got the parts and want to replace them. The call was very wishy washy and insinuated that I might have 'problems' if we don't do this.

To me, this sounds like they are purposely scamming the warranty system to make money or improve the dealers cash flow. I've heard they don't make much on warranty, but if it pays for a couple hours of paycheck it's money not otherwise spent by the dealer.

Or am I just overly suspicious and they are just trying to be really sure the problem is fixed?

Regardless, the problem is solved so I see no reason to waste my time or drive up the costs of doing business for Triumph

I'd love to hear comments, suggestions, etc. I believe least of all I'll need to contact Triumph and make 100% sure that there isn't going to be a problem.

Any suggestions on the proper people to contact at Triumph? I'm pretty sure if I call a general number, I'll end up explaining the situation 5 times before getting to the proper person.

Here's a complete transcript of the message that was left, I really like the 'if you'd like' parts and then the midly threatening stuff:

Code:

HI Brenden this is Jason at Hardings Park Cycle.  Just wanted to call and let you
know that those part.. the parts that we had on order for your bike ..um.. did show up.  I 
guess they tried to cancel them and it didn't get cancelled so they are here.


If you would like to come down here and get those parts replaced you know it's obviously at 
no charge to you.. uh just getting them replaced and that way if anything happens down
the road.. you know uh, they'll uh it'll be taken care of, you know if something happens with
the way the bike's setup now that way at least we know everythings replaced and new um 
cause if not you know if uh something does happen later on down the road and I didn't 
replace these parts now then I don't know.. you know I don't know what's going to happen 
from that so.

If you'd like you know obviously you don't need to come down today but anytime just give 
me a call back and we'll set something up just I have the parts here, take a couple of 
minutes to put 'em on and be done with it so

if you could give me a call 330-454-6171

Diego · 07-17-2009, 02:12 PM

It hardly sounds to me as if they're trying to rip anyone off, or even that they're trying to push you very hard to have unnecessary work done. They may have honestly thought they saw some seepage when testing the original work--that oil does leave a persistent residue sometimes--but if you're satisfied that it's not leaking, don't sweat it. He did say "if you'd like," not "you'd better do this."

I'm a pretty cynical fellow, but the most sinister thing I can read into it is that they may have jumped the gun and thought it was a bigger deal than it turned out to be, and now they're going to be a little embarrassed if they have to tell Triumph they didn't need the part after all. That's their problem, not yours or Triumph's.

braindead0 · 07-17-2009, 02:36 PM

It's all the 'I don't know ' kinda verbiage that seemed odd. The cost of these parts and the labor comes out of the pocket of Triumph, effectively employing (if just for an hour or two) one of his employees. There's definately plenty of reasons they would be interested in gaming the system. On the other hand, if they don't get paid until the parts are installed.. perhaps leaving them holding the bag will be amusing.

As I've got him on record, with all the 'if you want'..etc.. kinda language. I doubt there's much chance of future warranty issues.

As far as the leak, it's definately not leaking with whatever the oil pressure gets up to at 5000rpms. Now that it's got 600 miles on it I'll have the wife crank it up more as time goes on, perhaps take it out myself and run it for a bit at higher rpms' to make sure the increased pressure doesn't cause it to leak.

FrankBlack · 07-17-2009, 03:55 PM

There are worse things than a dealer trying to help you out and making some money in the process. I see what you're saying but we're talking fairly minor work here, so even if they were in the business of doing unnecessary work or claiming more hours than are worked, this seems to me to be fairly typical dealer behaviour. I'm not suggesting it's morally right, but on the grand scheme of things this seems like small potatoes. You can always say 'no thanks' and save yourself some stress.

One thing I've learned in life is that the phrase 'honest business' tends to be an oxymoron. Triumph will - like most other businesses - be lining their pockets in less than righteous ways I'm sure. The main goal is profit these days, not quality, not honesty, not customer satisfaction. Or perhaps I'm just ultra-cynical.

Ride safe.

braindead0 · 07-17-2009, 04:17 PM

cynical is good....

Wonder what a new oil cooler costs? I'd expect it to be a pricey item. To me it's mostly the principal of the thing, it doesn't need to be done so why do it, factor in the time I'd be wasting when I could be doing work for paying clients... just doesn't make sense.

jrhorton · 07-17-2009, 09:21 PM

trashing the dealer and Triumph for standing behind the product....I see how you got your handle.

jeesshhhhh

BigAl8295 · 07-17-2009, 09:25 PM

There may be a service bulletin that you are unaware of that calls for them to replace the oil cooler.

Tbirdnz · 07-18-2009, 12:04 AM

It looks like the dealer originally made a wrong call on the leak in good faith and processed the fault thru the warranty. He's now in a situation where he could go back to Triumph and advise he was wrong and cancel the claim or he could cover himself against any possible future leak and replace it now, which he appears he wants to do rather than go thru the same procedure all over again.

There's also doubt, you think it won't leak, his mechanic thinks it might, his decision.

---------------
Ride on !

braindead0 · 07-19-2009, 04:17 PM

Quote:

Originally Posted by jrhorton

trashing the dealer and Triumph for standing behind the product....I see how you got your handle.

jeesshhhhh

Trashing? Because I think that doing warranty work without reason is a waste of money? This kinda thing drives up the cost of doing business, sure this particular case it's minor. That doesn't mean this isn't part of a problem.

If you think that's acceptable 'service', so be it. I do not.

Quote:

Originally Posted by Tbirdnz

It looks like the dealer originally made a wrong call on the leak in good faith and processed the fault thru the warranty. He's now in a situation where he could go back to Triumph and advise he was wrong and cancel the claim or he could cover himself against any possible future leak and replace it now, which he appears he wants to do rather than go thru the same procedure all over again.

There's also doubt, you think it won't leak, his mechanic thinks it might, his decision.

They also screwed up canceling the order, I called them Monday morning right when they opened. The service guy said they'll have no problem canceling it as the order wasn't processed yet. Lo and behold, the parts shows up 4 days later. This indicates to me a certain level of incompetence. It was the same guy that called me, and considering his message..well.. he's not the sharpest tool in the shed. Perhaps why he's a 'service adviser' or what have you.

As far as the leak, the mechanic said it was still leaking, it is not. If he had said he wasn't sure it was fixed, this would be an entirely different situation.

I take people at their word, and expect them to follow through on it.

I may just attribute this entire affair to incompetence, take it down and get a free oil change out of the deal. What I don't want to do is help scam the warranty system at the expense of everyone who wants to purchase a Triumph.

epynt1050 · 07-19-2009, 04:40 PM

I think you will find that the real problem is that once a part is ordered on Triumph, it cannot be cancelled. So the dealer will be stuck with it and may not ever have a use for it.
Whilst it may not be an ideal situation, I can see it from the dealers point of view and the situation it partially of Triumph's own making.
If the dealer had not ordered the part and it had leaked, you may then have blamed the dealer. He is in a "no win" situation.