PDXRTL
Active member
Thanks in advance for bearing with me.
Took my 24 RT Limited to my Portland, OR dealer for the 28k service (which I've reached at 2 years). Asked for confirmation that the coolant replacement was included since I had discovered a slight leak at the lower radiator hose connection. They noted the request.
Additional requests: the alternator shaft repair, address the front end shudder under hard braking.
Dropped it off May 20, a couple days before I left on a two week cruise giving them plenty of time to get the work done.
Got back from the cruise and waited a few days to check in with them since I hadn't heard anything. When I called, I was told they had been really backed up but would get to it. A few days later, checked in again was told the service was done, but they were waiting on a special tool to complete the alternator shaft repair. Should arrive in a couple days.
Check in last week (they've had the bike for 4 weeks at this point) and they are still waiting on the tool. But this time I get a different story - they haven't started any of the service since they are waiting for the tool before they do anything. AAARRRRGGGHHHH.
Side note: I'm a member of Eyes On Wheels, a organization of motorcyclists who provide safety deterrence patrols for bicycle and run/walk events. We have an all night patrol for the Cascade Lakes Relay on Friday night. I must have my bike since I'm a rover/supervisor for 2/3 of our patrol.
So I tell them to forget about the alternator repair for now and get the 28k service done. I must pick up the bike by EOD today. They agree to take care of it.
So rant 1 is about timing and communication. They should have done initial diagnostics and ordered the alternator repair parts/tools while I was on the cruise rather than doing nothing until I called when I got back. I understand why they wanted to wait on the service for the special tool to come in so they didn't have to tear apart the machine twice. But after the delay dragged on I think they should have thought to go ahead with the service and have me come back when BRP supplied the tool. I also think they should have been initiating more of the conversation. But as we've seen in other conversations, that skill has gone the way of the dinosaurs and customers must drive the process.
Rant #2: 28k additional maintenance items. In rereading the maintenance schedule, I see the coolant isn't actually scheduled until 30k (why wait the extra 2k miles?) so that partially explains why it wasn't included in the quote for the 28k service. But what I learned today is that this dealer doesn't do a 28 k service. They do an annual service regardless of mileage. If a customer wants things such as HCM oil filter, in-line fuel filter, canister vent pre-filter, and brake fluid replaced, those have to be specifically requested (and will cost an additional $800 or so). But they don't tell you that. So I think all these things have been taken care of only to find out I'll have to go back to get them done (or yes, get up my confidence to do them myself).
Why are they not done? They tell me it is because they cost a lot extra and customers don't always want to spend that much (so ask anyways!!). Because not getting them done won't affect my warranty. As long as the bike has "been serviced", there won't be any problems even if those specific things weren't done (no, I don't believe them).
Rant #3: There is another thread where I posted that I'm one of the people experiencing significant front end shudder under hard braking. This was one of the main things I wanted them to address. I was charged $59.40 for them to diagnose the problem. Quoting their response (as info, front tires are Vredestein)
"Unit has automotive tires installed in the front of the unit. These tires are rated all season, but heavily towards snow. This will cause adverse handling. The VCM module that controls ABS and stability control is calibrated for use with the factory tires.
The brakes operate normally during normal use. The only juddering experienced during the test ride was during hard stops when the ABS activates. The automotive tires use a harder compound than the factory tires, delivering less grip, causing the ABS to activate more. This will translate to the judder that the rider feels."
Some how the information that I provided that this was happening prior to installing the Vredestein tires did not make it to the tech. I actually had complained about it at the 19k service last year and was told the brakes were fine back then. Apparently, this shop doesn't do well with brake problems.
Rant over. I'll be checking with the dealer across the river in Vancouver, WA where Shawn Smoaks works for some of these things (though I know Shawn is not a fan of non-Kenda tires so I may get the same response regarding the brakes). Or I may check in with Baja Ron's shop since I'll be nearby in September and it may be worth giving up a day of riding with my friends to get it handled by someone who cares and knows what they are doing.
Oh how I wish we had a BajaRon like shop near Portland, OR!
Took my 24 RT Limited to my Portland, OR dealer for the 28k service (which I've reached at 2 years). Asked for confirmation that the coolant replacement was included since I had discovered a slight leak at the lower radiator hose connection. They noted the request.
Additional requests: the alternator shaft repair, address the front end shudder under hard braking.
Dropped it off May 20, a couple days before I left on a two week cruise giving them plenty of time to get the work done.
Got back from the cruise and waited a few days to check in with them since I hadn't heard anything. When I called, I was told they had been really backed up but would get to it. A few days later, checked in again was told the service was done, but they were waiting on a special tool to complete the alternator shaft repair. Should arrive in a couple days.
Check in last week (they've had the bike for 4 weeks at this point) and they are still waiting on the tool. But this time I get a different story - they haven't started any of the service since they are waiting for the tool before they do anything. AAARRRRGGGHHHH.
Side note: I'm a member of Eyes On Wheels, a organization of motorcyclists who provide safety deterrence patrols for bicycle and run/walk events. We have an all night patrol for the Cascade Lakes Relay on Friday night. I must have my bike since I'm a rover/supervisor for 2/3 of our patrol.
So I tell them to forget about the alternator repair for now and get the 28k service done. I must pick up the bike by EOD today. They agree to take care of it.
So rant 1 is about timing and communication. They should have done initial diagnostics and ordered the alternator repair parts/tools while I was on the cruise rather than doing nothing until I called when I got back. I understand why they wanted to wait on the service for the special tool to come in so they didn't have to tear apart the machine twice. But after the delay dragged on I think they should have thought to go ahead with the service and have me come back when BRP supplied the tool. I also think they should have been initiating more of the conversation. But as we've seen in other conversations, that skill has gone the way of the dinosaurs and customers must drive the process.
Rant #2: 28k additional maintenance items. In rereading the maintenance schedule, I see the coolant isn't actually scheduled until 30k (why wait the extra 2k miles?) so that partially explains why it wasn't included in the quote for the 28k service. But what I learned today is that this dealer doesn't do a 28 k service. They do an annual service regardless of mileage. If a customer wants things such as HCM oil filter, in-line fuel filter, canister vent pre-filter, and brake fluid replaced, those have to be specifically requested (and will cost an additional $800 or so). But they don't tell you that. So I think all these things have been taken care of only to find out I'll have to go back to get them done (or yes, get up my confidence to do them myself).
Why are they not done? They tell me it is because they cost a lot extra and customers don't always want to spend that much (so ask anyways!!). Because not getting them done won't affect my warranty. As long as the bike has "been serviced", there won't be any problems even if those specific things weren't done (no, I don't believe them).
Rant #3: There is another thread where I posted that I'm one of the people experiencing significant front end shudder under hard braking. This was one of the main things I wanted them to address. I was charged $59.40 for them to diagnose the problem. Quoting their response (as info, front tires are Vredestein)
"Unit has automotive tires installed in the front of the unit. These tires are rated all season, but heavily towards snow. This will cause adverse handling. The VCM module that controls ABS and stability control is calibrated for use with the factory tires.
The brakes operate normally during normal use. The only juddering experienced during the test ride was during hard stops when the ABS activates. The automotive tires use a harder compound than the factory tires, delivering less grip, causing the ABS to activate more. This will translate to the judder that the rider feels."
Some how the information that I provided that this was happening prior to installing the Vredestein tires did not make it to the tech. I actually had complained about it at the 19k service last year and was told the brakes were fine back then. Apparently, this shop doesn't do well with brake problems.
Rant over. I'll be checking with the dealer across the river in Vancouver, WA where Shawn Smoaks works for some of these things (though I know Shawn is not a fan of non-Kenda tires so I may get the same response regarding the brakes). Or I may check in with Baja Ron's shop since I'll be nearby in September and it may be worth giving up a day of riding with my friends to get it handled by someone who cares and knows what they are doing.
Oh how I wish we had a BajaRon like shop near Portland, OR!
