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Some of you in here think its the dealerships fault for a failing part. They just sell the bike dude, they don't make it. The "beef" would be with corporate Triumph. You don't go to the Chevrolet dealership and demand THEY pay for the recalled 6.2L engine. That would be on GM. Get educated guys, understand what a "middle man" is.
Well considering I was a service Manager for Ford I have a bit of a clue on this issue. Keep looking foolish instead of just admitting you made a idiotic comment, and got called out on it. In this instance, parts that were replaced before warranty are not going to be covered by OEM. If the part has not been replaced they will replace the part for no charge. Denied claims can be reviewed again by risk management team.
You’re correct. But when you have an item fail that’s not part of a recall (yet), you utilize the dealership first to be the middleman for communication with the manufacturer. They’re supposed to pursue all avenues with the manufacturer to get the repair (labor and parts) covered by the manufacturer. If the dealership drops the ball on that, and they only pursue one avenue and give up there then it’s on the dealership.
As I’ve stated previously here, there’s been dozens and dozens of “goodwill” repairs that Triumph corporate has approved when the dealership understands that they have more than one avenue to pursue for repair coverage. My bike is one of those dozens, a 2024 TF250-X (super early serial number, brought home mid-May 2024) that developed a small oil leak where the case halves meet. Over 1 year from purchase Triumph covered my dealer to split the cases and re-seal the case halves to stop the leak. Nothing catastrophic, no parts failures. But because my dealer has great customer service they didn’t give up when the auto deny said no since it was beyond the 30 day warranty…
Congratulations for working at Ford, I have experience directly with Triumph on this matter with how they handle things in their organization because my bike was repaired under their goodwill repair (beyond warranty) program. And do you know how mine got covered? My dealership didn’t accept the “no” when corporate said it can’t be repaired under warranty due to the warranty being expired. My bike was fixed more than 1 year beyond purchase (warranty is 30 days). Those denied claims being reviewed you’re talking about is exactly what I’m referring to when I say the dealership is responsible to push the issue rather than just say “well they said no so tough luck.”
But I’m sure glad you understand how Ford does things. Sure seems useful when referring to Triumph.
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In other words, it went as a normal process....SOP
Also to note, your dealership if they got "approval" and didn't eat the repair themselves has a regional rep who has to sign off on it as well. Write a letter and thank them.
As I’ve also previously stated in this thread, triumph does not seem to have auto review for denied warranty claims. Hence why warranty claim denied, dealer says they’re SOL and if they don’t push beyond standard warranty, again something a good dealer should do for their customer, then the customer just thinks that Triumph is outright denying it. Whereas good dealerships (again, there’s dozens of examples with Triumph regarding off-road), push the issue beyond standard warranty claim and get the repair covered. I can link you to the owners group on Facebook with countless examples of this if you’d like?
Nope you’re incorrect, they dealt directly with Triumph corporate in Georgia, as well as Hinkley Triumph (UK).
There is no way dealers are telling customers to "fuck off"
I'm sure its customers not agreeing to sign for diag time that Triumph will cover if there is a defect that makes sure the tech isn't eating shit on tear down time if triumph says no warranty. Eating a motor tear down in labor alone is not something most shops are willing to do on a bike they made $500 bucks on.
One persons saga with a street bike:
https://www.reddit.com/r/Triumph/comments/1ncpprk/triumph_after_sales/
Long story short, bought a new bike that is having some transmission/drivetrain issues, dealership refuses to acknowledge the issues and blatantly lied about an inspection, so about a month ago, I filed a complaint and attached a pretty good bit of documentation and it’s been silent since. I know things take time, but I’m getting kind of impatient. I generally don’t like to pester people and call/email non-stop because it usually doesn’t speed up the process. Has anyone been through this process, and if so, how long did it take for an outcome to be reached?
https://www.reddit.com/r/Triumph400/comments/1njx5oy/well_it_finally_died/
Like the title says, something in the transmission finally gave. Pop, bang, pooka pooka pow, a cracked case, and oil everywhere. I can push the bike in gear without engaging the clutch, lots of grinding and knocking. I seriously want to push the damn thing through the dealership’s window. Tried calling Triumph again today and I got the same “He’s at lunch, he will call you back”
https://www.reddit.com/r/Triumph/comments/1onzgpe/finally_a_response_from_triumph_usa/
As the title says, I finally received a response from Triumph, and all I can say is piss on this company and the product they sell. I provided them with more than enough documentation, including contradicting electronic messages from the dealership itself, all Triumph USA had to do was read those two documents to clearly see the general manager of The Motorcycle Shop in Anchorage Ak blatantly LIED! I was going to let this go, cut my losses and take this experience as a lesson learned to never buy another Triumph, but after I received the bullshit response from Georgia, I’m pissed. In hindsight, I should have bought a CFMoto, I would probably still have a running bike.
Did not ask about me, but what detent arm and spring he was refering too.
One persons saga is one persons personlly opinion. There is always more sides to a story than 1.
Triumpf customer service is far better than any other brand I have ever had. So there is different opinions.
Bingo. There is just no pleasing some customers. We have 9 franchise lines at our dealership, so of course that means our service department stays booked out 4-6 weeks. A few years ago. we sold a customer a KTM 350. After he had owned the bike a few months, he had a wiring harness issue right before a race. We told him we would be glad to look at it, but we were booked solid a few weeks. He took that as we didn't want to help him, so he took it 200 miles away to another KTM dealer that only sells KTM and nothing else. Of course they were able to look at it sooner. Now the customer won't even come in because we didn't drop every other job immediately and fix his problem.
Had another customer just this week that has bought several bikes in the past without a hitch come in. He wanted to buy a Yamaha kids ATV. When a youth ATV is sold at MSRP, dealer's make about $500 profit after freight and prep. It's peak season for youth ATVs, so they are being sold at MSRP, just about no exceptions. Since this was a repeat customer, we were going to help him on price. After all of the negotiations, we were going to make $340 on the unit. Customer then brings up that the KTM 65 he bought 2 years ago didn't run correctly when he got home with it. We asked him why he didn't let us know before now, he said he just hasn't had time to get it back up here. ( He lives 20 minutes away from the dealership). Instead of arguing and losing the sale, we agreed to compensate him for half of the setup fee on the KTM 65, which was $200. Now we are down to making $140 profit on the Yamaha ATV. Customer doesn't feel that is adequate. Customer and GM go back and forth for a bit and customer decides that he just wants the $200 back, because he has already put a deposit on a Yamaha ATV at another dealer. Like what? You just spent 3 of negotiations where we were basically making zero profit on the ATV and wasted your time, our salesman's, sales manager's and GM's time just for all that?
Oh the irony 😂
Posting reddit threads as a viable source is a crazy angle
Yeah, well, I also prefer forums but they're dying and that's where most people congregate now. Or worse, face groups.
Setup fees are a scam and dealer groups should do better at effectively applying pressure on OEMs to right size margins, not push their profitability issues onto consumers under guise of inflated fees. Most dealers effectively charge 6 hours labor for a porter or entry level tech to de crate a bike and do a cursory once over after they hook up the battery.
Do you bed brakes and tires and set sag for customers? Do you break in/heat cycle motors? Do you fully charge batteries? Do you use only premium fuel?
I have never heard of 6hrs worth of pdi charge, where did you find this number? You pay freight on everything you buy but most places just bake it into the price I'm not sure what the issue is in showing you all of this info.
"Do you bed brakes and tires and set sag for customers? Do you break in/heat cycle motors? Do you fully charge batteries? Do you use only premium fuel? " - Yes to all of this, besides bedding tires.
"dealer groups should do better at effectively applying pressure on OEMs to right size margins" - I'm not sure if that's really plausible, you play too much hardball and you end up with a semi out front to pick all of that said OEM's bikes up and take their signs back.
Good dealers have a check list with things like checked oil, added fuel, set idle, tire pressure and coolant checked etc. that is signed by the tech and maybe even the shop manager. Unfortunately I've purchased bikes with this form filled out and signed when in reality it's clear they never started it or did any of these things. Point being they should be doing an inspection after uncrating and perform any outstanding TSBs.
Technically set up and pre delivery inspection are two different things. The dealer may hire an entry level guy to assemble it from the crate, but a Tech is supposed to go over the bike really good before the customer got it, even oiled the air filter. But the battery should not have been activated and no fuel before PDI.
Pit Row
So you were disappointed a customer didn’t let his bike sit at your shop for 2-3 weeks and instead took it to another dealer that didn’t make the sale on the bike but fixed it for him right away so he could go to the race he wanted to? Yeah pretty sure I would take into consideration the ability of a dealer to service me in a timely manner when deciding on my next purchase.
There’s a big difference between a dealer and a race shop. Problem is race shop type dealers are getting hard to find.
Because racers think they are entitled to the world for running 6th place in their local C-class. Racers want everything for free and at a moments notice. Race shops cannot survive because racers are not profitable. The general public is (usually) much nicer to deal with.
I help people as much as I can when they are in a time crunch, but sometimes it is just not possible to fit people in.
I guess the only thing I ever saw that was a race shop was the Maico dealer back in the day. Everyone else is happy just selling you generators and snow plows.
There goes their resale value. 😆
So the dealer is supposed to just shit on the customers that actually have appointments in favor of someone else just because they have a race?
Sorry, but you really have no idea. Are some units easier than others to assemble? Absolutely. Some UTV's are actually easier than dirt bikes, and some UTV's can take all day. Most units range in setup fee from 2-4 hours. That setup fee includes uncrating, assembling, cleaning before the unit hits the floor, and then PDI of the unit after it has been sold. It isn't a simple process like you think.
No, of course not. If your water heater goes out are you going to wait for 2-4 weeks for a plumber or will you find someone that can help you now? If they are going to grow their business to take on multiple brands they need to hire additional service workers to service their expanded customer base. If they don’t they risk losing customers to dealers that can provide the service the customer requires.
That's funny and I'm not arguing 😂 We do build the best, and worst, motorsport parts in this country... 😂
But when it comes to mass produced cars or bikes (or anything), we do generally suck... HARD 🤦
I think these Triumphs are made in Asia for whatever that's worth though.
It seems weird that Triumph would cheap out on a part (or assembly of parts) that is so critical to the bike being any good and customers being at all happy with their purchase, but here we are I guess.
Not standing by it when it's clearly a widespread defect is entirely unacceptable given the price of modern motocross bikes though.
I do have an idea. I worked at a multiline shop for years and charged people through the nose. Ive sold hundreds and hundreds of units, I know how long a PDI takes. I know what they do and what they don't do. This was before the GFC when banks were printing money. Our LTV numbers were insane. I still feel bad about it.
Dealers out here want $795 to uncrate this bad boy.
So you worked for a shop that gives shops a bad name by using dishonest and scummy pricing tactics and want to be upset at me about it??
I mean that logic would work if there was as many local plumbers as bike shops, and if making the local race was as detrimental as having running water in your house.
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