schlizzag
02-28-2007, 03:54 PM
I'm going to stick to the facts and say exactly what has happened so this doesn't turn into a visceral rant about why I'm pissed off right now. Here goes...
During the second week of February, I called T&C to schedule an appointment to bring my Katana in for its 7500 mile service (part of the service plan I paid for when I bought my bike from them new). They got me in the next week, and I dropped my bike off at the end of the day on February 14 to be serviced the next day.
On February 15, I get a call from the guy (Joe) saying my rear brake pads are worn down and need replacement. At this point, I recall that I had noticed some squeaking for the past month and was aware that this was the case (must have just had a brain fart when I dropped it off not to mention this). Anyway, I authorize him to get some new pads and put em on. Fine.
He calls me back later in the day to tell me that it seems as though the brake rotor is messed up and needs to be replaced. This is because the metal of the worn down brake pads had been grinding up on the brake rotor. Well, that sucks. But because I knew the pads have been worn down for a month I figure he's probably right in that diagnosis, and I tell him to go ahead and get another brake rotor.
I call back the next day (February 16) and he tells me that no one locally has the part needed for the job, and he will have to order it from Suzuki in California. He estimates it will arrive at the latest by the next Wednesday (February 21) and I should have my bike back no later than that Thursday (February 22). To me, this is great news, as I'd then be able to make it to the big ride to Saguaro Lake.
Having this news, I don't want to be "that" customer by bugging him every day, so I wait until the Wednesday late afternoon to check in on the part's arrival. Joe tells me it still hasn't arrived, but he's cleared room in the schedule for Thursday to make sure and get it installed if it shows up in the morning. He warns it may not be available to me until Friday even if the part shows up on Thursday.
To this, I'm becoming a bit sad. But I deal with it. Fine. No way will it take longer than Friday. I should still be able to ride my bike over the weekend.
Thursday rolls around, and I call him in the afternoon to get an update. He tells me he was about to call me (actually, he told me this almost every time I called him) and tells me he's not sure what's up. He then says he'll call me the next day by noon to give me an update.
He does call me on that Friday to update me, but has some bad news. He says he got off the phone with Suzuki in California, and tells me the following: Suzuki says they shipped the part, but it must have gotten lost somehow. He then tells me he has reordered the part from them with expedited shipping and it should be here by Tuesday of the next week (February 27 ).
I give a heavy sigh of disappointment, but I accept the fact that I won't be riding for a second weekend in a row. Not only that, but I have been spending about an extra hour on the freeways in my car each day - and spending extra gas on said car versus riding the bike to commute.
Anyway...
Tuesday rolls around, and I call around 1pm. They tell me that he's out to lunch and would call me back. I figure I'd give him until nearer the end of the day before bugging him - I was sure he'd be busy with the part and getting it back on the bike. Around 4 in the afternoon, I get a call from Neil at T&S. He tells me Joe has been out for the day. I explain to Neil the situation and he tells me that the part had just arrived that afternoon, and he'd try to get it on the ticket to be taken care of on Wednesday (February 28 ).
Wednesday rolls around and I call around 11am to get a hold of Joe. He tells me that he's working on getting someone to put the part on, and he'd call me back in an hour. At 1pm, I call back again. Still the same deal, and he'd be back at me soon with an update. 4:30 pm, I call again, and after being on hold for nearly ten minutes I am told he is with a customer and will call me back in just a bit. At 5pm, I call again and am told the same thing. He's with a customer and will call me back soon. I ask the guy on the line if he can check on the status of my bike. He tells me that the part hasn't been installed yet. He tells me he'll have Joe call me back as soon as he's done with the customer he's with. Fine.
Joe calls me back in another five minutes. Tells me he's trying to get someone on it. He tells me the reason for the delays today is because they want to get the original guy who diagnosed the problem to install the part. He tells me he will call me back tomorrow (Thursday March 1) with an update around noon or 1pm.
This is where things stand now. I don't want to go bashing people and abusing this forum for its purposes. I just have to admit that I'm a bit skeptical about what has gone on and am absolutely at a loss for words as to how my bike still isn't back in my hands.
/novel
*updates below*
During the second week of February, I called T&C to schedule an appointment to bring my Katana in for its 7500 mile service (part of the service plan I paid for when I bought my bike from them new). They got me in the next week, and I dropped my bike off at the end of the day on February 14 to be serviced the next day.
On February 15, I get a call from the guy (Joe) saying my rear brake pads are worn down and need replacement. At this point, I recall that I had noticed some squeaking for the past month and was aware that this was the case (must have just had a brain fart when I dropped it off not to mention this). Anyway, I authorize him to get some new pads and put em on. Fine.
He calls me back later in the day to tell me that it seems as though the brake rotor is messed up and needs to be replaced. This is because the metal of the worn down brake pads had been grinding up on the brake rotor. Well, that sucks. But because I knew the pads have been worn down for a month I figure he's probably right in that diagnosis, and I tell him to go ahead and get another brake rotor.
I call back the next day (February 16) and he tells me that no one locally has the part needed for the job, and he will have to order it from Suzuki in California. He estimates it will arrive at the latest by the next Wednesday (February 21) and I should have my bike back no later than that Thursday (February 22). To me, this is great news, as I'd then be able to make it to the big ride to Saguaro Lake.
Having this news, I don't want to be "that" customer by bugging him every day, so I wait until the Wednesday late afternoon to check in on the part's arrival. Joe tells me it still hasn't arrived, but he's cleared room in the schedule for Thursday to make sure and get it installed if it shows up in the morning. He warns it may not be available to me until Friday even if the part shows up on Thursday.
To this, I'm becoming a bit sad. But I deal with it. Fine. No way will it take longer than Friday. I should still be able to ride my bike over the weekend.
Thursday rolls around, and I call him in the afternoon to get an update. He tells me he was about to call me (actually, he told me this almost every time I called him) and tells me he's not sure what's up. He then says he'll call me the next day by noon to give me an update.
He does call me on that Friday to update me, but has some bad news. He says he got off the phone with Suzuki in California, and tells me the following: Suzuki says they shipped the part, but it must have gotten lost somehow. He then tells me he has reordered the part from them with expedited shipping and it should be here by Tuesday of the next week (February 27 ).
I give a heavy sigh of disappointment, but I accept the fact that I won't be riding for a second weekend in a row. Not only that, but I have been spending about an extra hour on the freeways in my car each day - and spending extra gas on said car versus riding the bike to commute.
Anyway...
Tuesday rolls around, and I call around 1pm. They tell me that he's out to lunch and would call me back. I figure I'd give him until nearer the end of the day before bugging him - I was sure he'd be busy with the part and getting it back on the bike. Around 4 in the afternoon, I get a call from Neil at T&S. He tells me Joe has been out for the day. I explain to Neil the situation and he tells me that the part had just arrived that afternoon, and he'd try to get it on the ticket to be taken care of on Wednesday (February 28 ).
Wednesday rolls around and I call around 11am to get a hold of Joe. He tells me that he's working on getting someone to put the part on, and he'd call me back in an hour. At 1pm, I call back again. Still the same deal, and he'd be back at me soon with an update. 4:30 pm, I call again, and after being on hold for nearly ten minutes I am told he is with a customer and will call me back in just a bit. At 5pm, I call again and am told the same thing. He's with a customer and will call me back soon. I ask the guy on the line if he can check on the status of my bike. He tells me that the part hasn't been installed yet. He tells me he'll have Joe call me back as soon as he's done with the customer he's with. Fine.
Joe calls me back in another five minutes. Tells me he's trying to get someone on it. He tells me the reason for the delays today is because they want to get the original guy who diagnosed the problem to install the part. He tells me he will call me back tomorrow (Thursday March 1) with an update around noon or 1pm.
This is where things stand now. I don't want to go bashing people and abusing this forum for its purposes. I just have to admit that I'm a bit skeptical about what has gone on and am absolutely at a loss for words as to how my bike still isn't back in my hands.
/novel
*updates below*