Triumphrat

blackstar1965 · 12-12-2009, 07:11 PM

Let me first say that I didn't want to be "that guy", by going directly to the internet and complaining about a problem I had. I don't want to be viewed as a little B!tch that hides behind the typeset of the internet and all of it's various forums. Also, this is very long winded.

But truth be told:
CalMoto in Mountain View and Triumph have REALLY put a foul taste in my mouth and pissed me the hell off.

In order to not hide behind the internet and so anyone at CalMoto that might run across this knows who I am:
My name is Patrick Spain
I ride a black 2007 Thruxton with 13,9xx miles on it.
My bike's work order was closed today: 12-12-2009

I dropped my bike off over a month ago on 10-27-2009 for a couple issues that needed to be taken care of, miles on my bike at that time were 13,162:
1. oil leak from cam cover
2. possible vacuum leak from right side carb
3. tach needle bouncing wildly above 5k rpm
4. strange blemish in paint/clear coat on tank
5. oil leak from counter-shaft sprocket seal.

Resolutions after initial inspection on 10-27-2009:
1. cam cover gasket replaced
2. carb not leaking, tightened carb manifold boots
3. tach faulty, part not in stock, customer to be notified when part arrives.
4. defect in paint from sap/plastic, buffed tank
5. oil leak from counter shaft seal found to be excess chain lube

I took my bike home that same day.

Resolutions to the aforementioned list of issues in their respective order, as of today:
1. warranty claim denied due to customer's failure to perform 12K service. Gasket is to be replaced at 12K-mile service.
2. warranty claim denied due to customer's failure to perform 12K-mile service. Carburetor boots found leaking and are to be checked during 12K-mile service.
3. Tachometer replaced under warranty.
4. defect in paint from sap/plastic, buffed tank
5. oil leak from counter shaft seal found to be excess chain lube

Essentially they wanted me to pay to replace the cam cover gasket and diagnose the supposed vacuum leak/tighten the boots or pay for a 12K service, which I had done myself at 10K- with the exception of checking the valves (which are not making noise or causing any rideability issues)
After a somewhat lengthy argument with Devin about the denial of my claim, I ended up paying for their time to buff the weird crap off my tank and to diagnose my carb/tighten boots.

Granted, maintenance of my bike is my responsibility, all of which I've done ahead of schedule (at 5,000 mile intervals) at my own shop. But to say that because I didn't check the valves/replace the gasket as required during my 12K, I NEGLECTED the bike and caused the cam cover gasket to leak, is absurd and insulting.

Regardless of whether I performed the 12K maintenance to Triumph's specification or not, a leaking gasket is a leaking gasket. Valves that are out-of-adjustment will not cause a gasket to leak- UNLESS I have a plugged up PCV system which both I and the dealer know I don't have (since they rediagnosed the cam cover gasket as faulty).
Lastly, I should have been given the choice/cost of replacing the gasket by the dealer.

This is not a maintenance/outside influenece/negligence issue, this is a bureaucracy/red-tape/bullsh!t/"money's tight and we don't wanna pay for it" issue.

Basically what I've learned from this is that a warranty from Triumph is only a LITLE better than having no warranty at all. Because my tach was replaced after all.

Triumph and CalMoto will never get business from me again for 2 reasons:
1. Triumph does not back up their product completely.
2. Triumph does not process warranty claims quickly enough and has piss poor parts distribution.
3. CalMoto is unethical in their business practices; at the first sign of a hiccup in the original plan, I should've been notified and given the choice to have the work performed- and in this particular case when Triumph said "No, we ain't paying.", THEY should've absorbed the cost, because the work had already been performed and they never got my authorization to do it.

(This exact same situation happened at my shop just a couple weeks ago: Our customer wanted to know why his Taurus was running like crap, and while we diagnosed it we noticed the thermostat housing was leaking, I called him told him he needed a tune-up and a new fuel pressure regulator to solve his problem and that his t-stat housing was leaking. He only wanted the tune-up and FPR, no cooling system repairs. So what did my tech do? He fixed everything, t-stat included. We absorbed the cost of the t-stat repairs and the tech got yelled at.)

I might change my mind about Triumph in the future (especially if they build something I just HAVE to have), but definitely not CalMoto.

leftarmlogan · 12-12-2009, 08:39 PM

I feel your pain, man. I work as a tech at a dealer and see this all the time. Your best bet is to not touch your bike until the warranty is up or, since you own your own shop, write yourself a receipt showing work that was performed.

Instances like this are in the "fine print" of the warranty. It's there so people who try to fix their bike/car and break something can't bill the manufacturer via a warranty claim. I'm not saying you are mechanically inept, please don't think that. When I read that you worked on your bike yourself, I was not surprised that Triumph didn't cover the warranty concerns.

I've seen blown engines and other obvious warranty claims not covered by the manufacturer because the owner had a relative or someone else work on the car and not give the owner a receipt.

kubbie · 12-13-2009, 07:45 PM

Your little fiasco is the reason that my bikes have only been to the dealership for warranty work. They stay completely stock until the day they go out of warranty, then I'll start tinkering on them.

The way I see it is I can screw up the bike just as bad as they can and it won't cost nearly as much. Luckily I've never had anything worse than my shock linkage replaced so I haven't put my theory to a real test.

To be honest I've never personally seem a warranty cover anything big anyway. They (not just Triumph but all manufacturers) cover thing that won' t break and when they do its always owner abuse/neglect.

Now these are just my feelings about this situation. I had a dealer I liked suddenly go to hell after being sold and soured my on all of them. My current dealer is great but because of the former I still don't completely trust the latter.

Baltobonneville · 12-13-2009, 09:04 PM

I'll just add that there's no need to replace the cam cover gasket at the 12,000-mile service. If it leaks, it most likely needs to be properly re-seated, with new seals under the four cam cover bolts.

Aside from that, the leak is a common problem and known to be an issue that is consistently covered under warranty.

I don't see anything in Haynes or the owner's manual about checking vacuum leaks in and around carburetors at the 12,000-mile service.

Ultimately, you paid to buff the tank and diagnose and fix a simple carburetor problem. I don't think that's unreasonable, although you should not have been jerked around on the other issues. And you got a new tachometer, which is worth quite a lot.

Beemie · 12-16-2009, 12:00 AM

Sorry for your situation but I will relate my opposite experience.

I might guess that warantee approval might be partly based on the dealer's relationship with Triumph and willingness to represent the customer.

My Thunderbird had new carbs installed due to a mid speed stumble and a new tank due to flaking paint in the filler neck, two different visits and both with special order parts delivered overnight. No arguments from Triumoh. The tank replacement approval didn't even require a dealer visit; just emailed a photo.

These things were performed by a dealer that did not sell me the bike and was based on a first time contact. I had done my own service as many do.

I'd have to say that the dealer was not a large one, but one of the more well known names and highly awarded. He won my loyalty through his approach and support; well worth the 2 1/2 hour trip each way.

vitolv · 12-23-2009, 05:22 PM

I'm sorry to hear about Blackstar's experience at CalMoto and I can't speak about their service department.

I however can speak favorably about their sales department. I bought a brand new '07 Rocket from them in September at such a great price that I flew to California from South Dakota to get it. The owner picked me up at the airport and Carolyn had the bike all polished and ready to ride. They had installed the engine bars I had requested and had some other parts ready to go that I installed later on the way home. I had shipped my riding gear out and they had it waiting for me. Their attitude was great and everybody I met was very friendly.

I rode the bike home by way of "the Loneliest Highway 50" through Lake Tahoe to Colorado, then to Colorado Springs, then through Kansas and Nebraska to South Dakota. The ride totaled 2300+ miles and the Rocket ran great all the way (although I did hit a wild turkey in Kansas at 70 MPH which fortunately missed the bike but tore off a turn signal and hit and felt like it broke my leg! Stupid turkey! LOL) I've put several hundred miles on since (before winter hit) and the bike is still running great.

Anyhow I'm sorry about the service problem, but thought I'd say a good word for the sales division.

Good luck in the future, Blackstar!

kj6tk · 12-31-2009, 04:02 AM

Tell my warranty runs out I have the bike serviced by the dealer and ask them to stamp the warranty card. The service department said he has not had anyone ask for the dealer stamp on the warranty card, he had to look for the stamp when I asked for the card to be stamped.

Lake · 12-31-2009, 04:33 AM

I had my Thruxton serviced by my main dealer at just under 11,000 miles (for its 12,000 mile service). Within a couple of hundred miles I kept getting a misfire so took it back where they 'diagnosed' crud in the carbs which were drained. I told them that I thought it was a faulty spark plug which they denied, telling me they were replaced during the service. Anyway, leaving the dealers I still had the misfire so when I got home I phoned them and I was told to take it back the next day. I took it back as requested.

They checked the bike and said they could find no fault, suggesting it was a loose electrical connection that they must have corrected during the checking of the bike. I left the dealers and the misfire started again so I took it back for a third time. I again asked about the spark plugs and was told that if I wanted to replace them I'd have to pay for a new set myself as they didn't believe it was the plugs at fault.

To cut a long story short I bought a new set of plugs and fitted them which rectified the 'fault'. I asked the service guy about the ones that came out and he told me they were the original plugs - they hadn't fitted new plugs at 12k even though they should have done and they charged me for them! Their excuse was 'they only replace parts if needed'.

Needless to say I won't be using them again. Useless, bloody useless. All they are interested in is selling bikes and carrying our servicing to put a stamp in your manual (which they forgot to do in my case!) - anything else and they don't give a $hit.