How to annoy a new customer

Day 1: Customer decides that a new steering bearing is needed for his bike. He  identifies the closest Honda dealer and rides there. He makes an appointment for day 5.

Day 5: Customer arrives at the garage before opening time. He is told that the bearing hasn’t arrived yet and is asked to call in the afternoon. Due to the late opening hour, customer arrives late at work. He calls in the evening and is told that the bearing will not arrive until day 11. Garage blames Honda for this late delivery. Customer makes appointment for day 11.

Day 11: Customer arrives at the garage before opening time. He leaves his bike and gets an old, rotten BMW K75 to get to work. Due to the late opning hour, customer arrives late at work. In the evening, customer picks up the bike and pays 297 Euros. On the way home, customer notices that something was wrong. At home, customer realizes that there is quite some play in the fork that causes a clicking noise when breaking or riding on bumpy roads.

Day 12: Customer arrives at the garage before opening time. He asks the garage to check the play in the fork. Garage proposes to tighten bearing adjustment nut in the afternoon. Due to the late opening hour, customer arrives late at work. Customer comes back during lunch break; garages tightens bearing. Customer makes a remark that now it’s very tight as the handlebar barely moves. Garage tells customer that this might improve after a while.

Day 14: Customer arrives at the garage before opening time. He tells the garage that noise is still hefty, something must be wrong. Maybe a bearing wasn’t installed well and shows bearing play? Garage suggests to tighten bearing adjustment nut. Customer tells garage that this was already done and that it is on the “too tight” side. Garage is confused and proposes a new appointment for day 19.

Day 19: Customer arrives at the garage before opening time. He leaves his bike and gets an old, rotten Yamaha Fazer to get to work. Due to the late opening hour, customer arrives late at work. He tells the garage that noise is still hefty, something must be wrong. Maybe a bearing wasn’t installed well and shows bearing play? Garage suggests to tighten bearing adjustment nut. Customer tells garage that this was already done and that it is on the “too tight” side. In the evening, customer passes by the garage and is told that the bike is not ready and that he should call the next day.

Day 20: Customer calls and is told that bike would be ready on day 21.

Day 21: Customer arrives in the evening at the garage and is told by the garage that they spotted the problem: a bushing of the anti-dive system is worn and would make the noise. Customer is sceptical but agrees to exchange the respective part of the anti-dive system.

Day 26: Customer arrives in the evening at the garage and is told that this wasn’t the problem. Customer suggests that maybe a bearing wasn’t installed well and shows bearing play? Garage mumbles something. Will look into that. Customer should call on day 28.

Day 29: Customer calls at garage. Bike is “100% ready”. Customer rides to garage with old Yamaha Fazer. Customer’s bike is ready. Garage explains the problem: the lower bearing showed play (!) and the outer race of the bearing was replaced. Customer pays 22 Euro for anti-dive spare part and rides home. Finally, everything is in order.

Time for customer to look for another garage in the future.

10 Comments on “How to annoy a new customer

  1. or buy a Triumph who seem to have quite a good dealership network !! 🙂 🙂

  2. 1 Month to change a steering bearing, which usually has to be mounted within 3 hours (included cleaning all parts). You’re looking for New Kind of competition, aren’t you?
    😊

  3. Ha ha ha: “Garage tells customer that this might improve after a while.”
    Just what you’d want to hear from a professional.
    But good for you that you got the anti-dive gizmo overhauled. It is so easy to miss those parts if you are not specially trained on that specific brand.
    Ockhams razor, anyone…?

  4. Onnnndaaaa – self healing forces are everywhere.. 🙂

    If you made it yourself, at least you know who has it messed up.

  5. Bei welchem Feld- Wald- und Wiesenschrauber warst du denn da? Geel? Ham? Rijkevorsel? Werkstatt ist da wohl nicht das richtige Wort.

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