I get a call from my Ira, one of my salespeople, returning from a late bike delivery if I can come back to the shop and open it up. Seems he saw a America sitting beside the road on SR 23 and stops to see if he can help. The clutch is wasted and will not even move the bike any longer. I call over to the shop as I had just left to ask if a couple of employees were still there. They were, so I call Ira back and tell him another employee will open the shop when he gets there. This Mr. Ashmore is so thankful, because the tow was free, because two employees off the clock took time to help him and because I'm sure he didn't have to pay he sent us this:
Name: Mike Ashmore
Phone: 614-261-6401
Email:
mbashmore61@sbcglobal.net
Request: I just wanted to let you know that I was very pleased was with your new salesman. My bike broke down Sunday on rt 23 near Orange and I was pushing it toward your shop. Although he was not working at the time and in fact was taking his son to Taco Bell he pulled over and we loaded the bike into his van and brought it to the shop. CUSTOMER SERVICE ISNT DEAD YET
Here are the facts: Clutch lever was adjusted completely out and had no freeplay and no doubt had been partially engaged for some time. Customer wanted clutch replaced under warranty. Triumph refused to warranty clutch as it is a wear item. Customer refused to authorize work and wanted us to pay for it. Customer said we misadjusted clutch. Customer NEVER brought the bike in for service in almost two years. Customer refused first service and asked for OIL Change only. He was charged a half an hour and the oil one year prior. We have the work order saved under customer history for any one that wants to see it. Customer was adamant about getting free clutch regardless of who paid for it. Us or Triumph. This was clearly operator error, not a manufacturing defect.
Now, for you Mr. Ashmore. If I had broken down and gotten a free tow and had inconvenienced two people, I would have been thankful beyond belief, shut my mouth and had the clutch replaced. I would have realized that I didn't know very much if I hadn't been able to tell the clutch had been slipping for some time. I also would have realized that I probably should have had it serviced in two years and some 2000 miles. You give the impression it was just in for its 500 mile service. Which wasn't a service, it was an oil change. You obviously felt a full service was a waste of your money. Now you ruined your clutch. For those experienced motocyclists. This clutch was glazed so bad, you could put it in gear and rev it to the moon and the bike wouldn't move. Does that sound like manufacturing defect. For the record, you wanted us to try to get it warrantied which held up the repairs. You lied when you called Triumph customer service and you lied about what they told you. I talked to them when they called and here is what they said: They told you that clutch's are considered a wear item and IF on dissassembly it was shown to have went out from a manufacturering defect they would replace it and that they did not believe that could be the case. Your threat that you were going to smear our name all over the internet had no bearing on this. After talking with the employees that checked the bike in that night and after meeting you had this feeling at that time. "This guy is going to be a major pain in the a$$. Actually you weren't. I told the service manager that I didn't want to work on it at all. Weeding out the bad customers one at a time.
uke: 
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