Just need to vent about dealer service...AGAIN

[jcthorne]

Spent ALL DAY at Mancuso SW. Wife dropped her RT off Thursday to replace the front bumper cover (shipping damage and the part just came in) do the fuse box recall and her 600 miles service. Was to be ready for us to pick up first thing Sat morning and we had an appointment to get the recall done on my RT. Should be out of there by noon.

When we got her bike back, the front trunk would not open. Cable had become detached. Turns out it was detached from the back of the ignition switch which need some pretty hefty disassembly to fix. Dealer/Mechanic suggested that I did it when installing the handlebars. We pointed out that it was working for the last two weeks and indeed worked when she dropped it off as she stowed her helmet in the trunk. I will admit they backed down, and agreed to fix it. Its just that the mechanic did not check it when he was done last night before we picked it up. He had the whole front trunk off the bike so that actuator cable is something that should have been checked. That took several hours before he could move on to my bike.

On to my bike which got the software updates and so far is running a bit better. Smoother take off. Got the new fuse box covers but cannot see what they did to the back of the fuse boxes. So far, looks like mine got the needed work done and none the worse for the trip.

We got out of there and brought the bikes home. Louise went to plug in her blue tooth helmet to charge......He did not reconnect the power outlet when he reinstalled the trunk. The whole frunk module has to come back off to get to the back of the power outlet. So its either I spend a couple hours doing it and checking everything else he missed or find the time to bring it back during the week...60 miles away.

WHY CAN WE NOT HAVE ONE DECENT BRP SHOP IN HOUSTON. CAN AM, GET YOUR DEALER NETWORK IN ORDER.

I am now 2 for 2 with very poor service visits. They will not see me again unless its a warranty issue. At least this time I knew to bring my own oil as they do not stock ANY synthetics for the Spyder and ignore any instruction to use synthetic. Its what's in the BRP kit or bring your own. Plenty of synthetics for the Ducati bikes....

Sorry, Rant over. I'll spend tomorrow removing her frunk and fixing the power outlet and cleaning the two bikes. Good news is our Utopia back rests are here and I will work on those if I finish the power outlet.

 

[CanAmKidd]

I understand completely. The local deal here has a rep of crappy service. I'll perform the harness sealing myself. Only thing I'll have them do is the ECM update and fuse box covers.

 

[SNOOPY]

Wow, hope I don't find this to be the case around here, so far so good here.

Sorry to hear you had to go through this.

 

[mcaccamise]

Sorry to hear your dishartning story sounds like you doing your own work is in order,I am so greatfu to have a super dealer here in Fl Cfps these guys are the gold key service I would hope all shops should follow,hope all goes well with the trunk removal.

 

[happyspyder2039]

Spent ALL DAY at Mancuso SW. Wife dropped her RT off Thursday to replace the front bumper cover (shipping damage and the part just came in) do the fuse box recall and her 600 miles service. Was to be ready for us to pick up first thing Sat morning and we had an appointment to get the recall done on my RT. Should be out of there by noon.

When we got her bike back, the front trunk would not open. Cable had become detached. Turns out it was detached from the back of the ignition switch which need some pretty hefty disassembly to fix. Dealer/Mechanic suggested that I did it when installing the handlebars. We pointed out that it was working for the last two weeks and indeed worked when she dropped it off as she stowed her helmet in the trunk. I will admit they backed down, and agreed to fix it. Its just that the mechanic did not check it when he was done last night before we picked it up. He had the whole front trunk off the bike so that actuator cable is something that should have been checked. That took several hours before he could move on to my bike.

On to my bike which got the software updates and so far is running a bit better. Smoother take off. Got the new fuse box covers but cannot see what they did to the back of the fuse boxes. So far, looks like mine got the needed work done and none the worse for the trip.

We got out of there and brought the bikes home. Louise went to plug in her blue tooth helmet to charge......He did not reconnect the power outlet when he reinstalled the trunk. The whole frunk module has to come back off to get to the back of the power outlet. So its either I spend a couple hours doing it and checking everything else he missed or find the time to bring it back during the week...60 miles away.

WHY CAN WE NOT HAVE ONE DECENT BRP SHOP IN HOUSTON. CAN AM, GET YOUR DEALER NETWORK IN ORDER.

I am now 2 for 2 with very poor service visits. They will not see me again unless its a warranty issue. At least this time I knew to bring my own oil as they do not stock ANY synthetics for the Spyder and ignore any instruction to use synthetic. Its what's in the BRP kit or bring your own. Plenty of synthetics for the Ducati bikes....

Sorry, Rant over. I'll spend tomorrow removing her frunk and fixing the power outlet and cleaning the two bikes. Good news is our Utopia back rests are here and I will work on those if I finish the power outlet.

Can't you access the power outlet by removing the left hand mirror & side panel?

 

[billybovine]

Sorry about your dealer, been there, the previous one I had sucked bad. That must be what the platinum rating means.

My current dealer hooked up my 12 volt outlet with the wrong polarity during dealer prep. When I called to complain they said bring it in anytime and they would take care of it. A couple days later I brought it in. From the time I drove it into the shop to the time I drove out was 15 minutes. Two of them worked on it. They unbolted the trunk but did not disconnect the wiring. One held the trunk away from the frame an inch or 2 and the other reach up from underneath and change the wires. The owner then apologised for the inconvenience. That is the kind of service you get from a unrated dealer.

 

[jScotD]

this is why I work on my own machines.. know it is done right the first time,, and then if it isn't.. I learn something new

 

[Jester]

No personal experience but a friend of my likes Wild West in the Katy area.

 

[Dragonrider]

There are many threads about dealers - recommended reading for all aspiring owners!

Within 100 miles of where I live, we have two dealers left (one went belly up a few years ago). Of these the closer one, with the larger market, and newer shop, couldn't provide decent customer service to a gnat, and has to order any needed parts - the other is over 60 miles away, and is terrific. Wonderful, if you have the time to invest in that kind of travel - and the Spyder is not easy for an older rider to work on.

When I bought my first Spyder, our current terrific dealer did not carry Spyders, but their sister shop 180 miles away did. Given my first experience with our local dealer, that's where I went for my RS - my RT, I bought in New Hampshire, and had the service done 60 miles away, which really got old....

Our area has some terrific dealers (for other brands), but they are not interested in carrying the kind of inventory that BRP demands. In my 5 years of Spyder ownership, I saw little improvement in the BRP dealer network - one great dealer, a long way away, and no new players.

Indeed, the maintenance issues for the Goldwing and K-series BMWs are similar, but the dealer network, and dealer quality (here) are FAR better, and more convenient.

 

[dndfindley]

There are many threads about dealers - recommended reading for all aspiring owners!

Within 100 miles of where I live, we have two dealers left (one went belly up a few years ago). Of these the closer one, with the larger market, and newer shop, couldn't provide decent customer service to a gnat, and has to order any needed parts - the other is over 60 miles away, and is terrific. Wonderful, if you have the time to invest in that kind of travel - and the Spyder is not easy for an older rider to work on.

When I bought my first Spyder, our current terrific dealer did not carry Spyders, but their sister shop 180 miles away did. Given my first experience with our local dealer, that's where I went for my RS - my RT, I bought in New Hampshire, and had the service done 60 miles away, which really got old....

Our area has some terrific dealers (for other brands), but they are not interested in carrying the kind of inventory that BRP demands. In my 5 years of Spyder ownership, I saw little improvement in the BRP dealer network - one great dealer, a long way away, and no new players.

Indeed, the maintenance issues for the Goldwing and K-series BMWs are similar, but the dealer network, and dealer quality (here) are FAR better, and more convenient.

This is troubling and worries me a bit. My local dealer from which I purchased my current Spyder (2d one) is great. Everything is fixed the first time and they have never had to keep the machine more than a day. What I worry about is when I am out and about many miles from home and I have a problem and I have to use one of the crappy dealers referenced in this forum. That has never happened to me but then I have never taken any long trips. Mine have been limited to about 400 miles but I plan on taking some multi day trips this summer. Hope the Spyder continues to be trouble free.

 

[Chupaca]

Bummer..!!

Hope the venting helped a bit. Frustration is hard to get rid of but it seems as though you need to move on..to another dealer. I do my own work except for the computer updates but know many can not and are subject to the dealers out there. Hope there is another not to far away...:thumbup:

 

[murphybrown]

Get on Spydeerlovers

This is troubling and worries me a bit. My local dealer from which I purchased my current Spyder (2d one) is great. Everything is fixed the first time and they have never had to keep the machine more than a day. What I worry about is when I am out and about many miles from home and I have a problem and I have to use one of the crappy dealers referenced in this forum. That has never happened to me but then I have never taken any long trips. Mine have been limited to about 400 miles but I plan on taking some multi day trips this summer. Hope the Spyder continues to be trouble free.

A couple times I have found myself in the middle of nowhere broke down. First time was because the tech who changed Ms Spyder oil did not properly install plug...that dealership stepped up to the plate and made sure I was fully taken care of even tho I was 100's of miles from them.
2nd time Spyder locked in 3rd and I was fearful of finding one of the "bad" dealers .. so I jumped on Spyderlovers and wow immediately got positive feedback. The closest dealer was about 40 mi from where I broke down BUT SL's gave huge thumbs down....best recommend was to a dealer over 175 miles away...AAA rollback arrived took me there and could not have asked for better service. SOOOOO all that said to say put your worries aside: relax, enjoy the ryde and in case of the unexpected...come here. Made even easier now with Rattigan-Roger's free apps. :yes::yes:

 

[jcthorne]

Can't you access the power outlet by removing the left hand mirror & side panel?

I will certainly take a look as that has to come off anyway to remove the trunk. Don't think I can reach it from the side though as its in front of the front suspension, to the left side of the battery (right when looking at it). No telling where the ends of the cable are hanging.

 

[Sweet-E]

Although I don't have my spyder yet, and I am in the Houston area. I appreciate you telling that story. When we were in there looking at the spyders the mechanic did come out and introduce himself, talk about using synthetic oil and such. My husband was drilling him on all sorts of questions. But if that is the case, we when and if I do get my spyder I will see what Wild West Honda is like, hopefully they are better. I know that the sales and the service people have all been there for a very long long time.

 

[jcthorne]

Hope the venting helped a bit. Frustration is hard to get rid of but it seems as though you need to move on..to another dealer. I do my own work except for the computer updates but know many can not and are subject to the dealers out there. Hope there is another not to far away...:thumbup:

There are 4 dealers in Houston. All but one are Mancuso and the one that is not gets pretty bad reviews here. I do my own service so will not be using any of them unless something needs a warranty claim. They have likely read this rant and the previous one which will have me marked as a troublemaker if I return to the dealership. Did I mention they park all the bikes waiting for service outside next to the dealership and leave the keys in them? I just wanted out of there yesterday.

There is one new CanAm dealer, AJ Foyt. They are also Mancuso owned. Much closer to me and we called them for an appointment for my recall. They did not know about the recall and when we informed them, they flatly refused to even look in to it or order parts until I dropped off my bike. Would need it at least a week. Yeah, right, they are getting a good start.

 

[Ford 1]

Mancuso North

CanAm dealer, AJ Foyt. They are also Mancuso owned.This dealer has done everything they can to make me happy.I let them do all my service work, and never had a problem ( YET ). I will say they have a new mechanic that works on CanAm products, and he is good.

 

[DrewNJ]

this is why I work on my own machines.. know it is done right the first time,, and then if it isn't.. I learn something new

Yep, me too and We have a really good dealer here too.
Sometimes its just piece of mind doing things yourself as nobody is going to care more about the final outcome more than yourself!

Sent from my Venue 8 3830 using Tapatalk

 

[Web Runner]

Mancuso

There are 4 dealers in Houston. All but one are Mancuso and the one that is not gets pretty bad reviews here. I do my own service so will not be using any of them unless something needs a warranty claim. They have likely read this rant and the previous one which will have me marked as a troublemaker if I return to the dealership. Did I mention they park all the bikes waiting for service outside next to the dealership and leave the keys in them? I just wanted out of there yesterday.

There is one new CanAm dealer, AJ Foyt. They are also Mancuso owned. Much closer to me and we called them for an appointment for my recall. They did not know about the recall and when we informed them, they flatly refused to even look in to it or order parts until I dropped off my bike. Would need it at least a week. Yeah, right, they are getting a good start.

Well, I can tell you that for at least one year, I have been trying to get someone (or anyone for that matter) from the service department to check out this forum and everything it has to offer. No such luck. When I ask the same people I talked to earlier about going to this site, the response is always "no". So, I am pretty sure your thoughts expressed on this forum are going unnoticed by anyone at Mancuso Southwest.

There is one person that works there, David, who works in sales I think, that does know about this forum. I was there yesterday as well dropping off parts for my Spyder. I got the impression from him that he does not like the forum because it gives customers too much knowledge, that the customers know more than they do. I told him that the service department should let their two techs spend an hour twice a week to do a Q & A session on the forum. I think that would help build their reputation as a knowledgeable service department and the techs would learn from it as well. He said he would think about it.
We'll see what happens.

I would like to say that there is one Spyder tech at Mancuso Southwest that I like. His name is James. I have spoken to him directly a few times about my Spyder and feel like he knows what's going on. Granted, I have limited experience with the service department (bike has had very few issues) but I ask for him to work on my bike. That's my two cents.

 

[jcthorne]

Saga continues

Got the trunk off and mostly back together to re-connect the front trunk outlet. While doing so, discover more carelessness and problems.

The forward knob on the left upper body panel has been broken off. The one that pushes through the rubber donut. Fortunately that knob is replaceable rather than the whole panel. Easier to order one than argue with the dealer...

There is oil all over the bottom of the bike. Took the lower body panel and bottom panels off and cleaned them, just appears to be sloppy work in the oil change as I can see no leaks. Time will tell.

Back out to the garage to finish up and clean her bike. Perhaps then install my new backrest.

 

[Magdave]

I had a similar issue with the fuse block repair. If you have it done...anywhere... make sure to check you frunk opener. Mine WAS NOT connected either and I was lucky enough to find out in the dealers parking lot. :thumbup: