A POSITIVE Corporate Warranty Interaction Experience, for a Change

[mokosai]

Long story short: I had a Triumph Street Triple R that was in the shop for a coolant leak. The bike is one year out of warranty, but the shop said they'd ask Triumph USA to cover it anyway since it's a pretty common defect.

Three weeks go by, and I'm pestering them weekly about whether it's going to be covered (the work was done long ago). They say they keep calling Triumph and not getting an answer. I decide I'm going to try to find the regional service rep (or whomever) and find out what's going on.

The dealer wouldn't give me any contact info, so I decide to try the corporate 800 number from Triumph's Website. I expect nothing useful to happen, maybe best case they find me someone who knows who to call.

Instead, the guy who picked up the phone (note: human, no phone menus at all!) asked for my VIN and looked it up. He told me there was no record of the dealer calling them or asking them to cover this repair . He said he'd look into it and call me back.

THREE MINUTES later, he calls back to say he called the dealer, learned what the problem was with the bike, and that Triumph will cover the repair; I can pick up my bike any time!

All that from calling a corporate 800 number?! I'm very impressed with Triumph USA, although not so much the dealer. Thought I'd share in case anyone wanted another reason to go buy a Street Triple.

[ParaMud]

Your bike was at the dealer for 3 weeks????? For a coolant leak? Good job on corporate, but the dealer...wow.

[mokosai]

Originally Posted by ParaMud

Your bike was at the dealer for 3 weeks????? For a coolant leak? Good job on corporate, but the dealer...wow.

To their "credit," it appears that the dealer had all the work done in the first 3-4 days, but then never bothered to call corporate about it? They told me I could pick it up anytime if I was willing to pay for the repair.

The two closest Triumph dealers are 55 and 80 miles away. I'll be driving 80 miles from now on...

[Motard_Menace]

They were waiting you out to see if you would just pay. Less work for them......scumbags


Sent from my iPad using Tapatalk.......MM

[Too_Tall]

Quite a while ago I had a Suzuki V-Strom. The speed sensor broke, causing the needle to behave quite funnily (0-50-0-30-50-0-50 etc)

I needed an oil change anyway, so I left in at the dealer. Went to get the bike, problem solved, payed. Happy customer.

After about 3 weeks I figured out I still had over half a year of warranty left so I went back and told the dealer I really didn't have to pay for the fix.

Now, I can't remember the price, but it can't have been more then twenty bucks.

And they fucking fought it for MONTHS. I started calling every week, "no response from Suzuki, no we can't solve this on our own, yes it's propably a warranty job, thank you for your patience"

In the end I walked into the dealer when it was pretty busy, got in line at the checkout counter, and when I got to the front I pulled out the invoice and explained the whole situation to the receptionist. People behind me were following the entire story quite amused.

The manager walked by, told the story again, he opened the till and gave me twenty something, complete refund. Needless to say I never went back there