Argyll Motor Sports

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Radek here from Argyll MotorsportsCurtis and myself had a meeting with [redacted] on Friday August 21/at around 4pmWe discussed the concerns he had with the dealership and we believe he left here happyAs we pride ourselves here about customer satisfaction, we took the initiative to contact [redacted] and to have a meeting with himHe was very honest and descriptive about his concerns I will contact you personally Via phone call tomorrow to discuss this further Thank you! Cheers, Radek R [redacted] ***/ [redacted] Sales Argyll Motorsports Edmonton, AB, Canada Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They ordered the parts , one of which has been installedThis caused me tremendous inconvenience and it is beyond me why a customer has to battle for warranty ? Warranty is part of the product

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ The bike was brought in for its scheduled [redacted] recommended 24000km service Work commenced on bike the day it was scheduled forThis service on this bike is a full day service if no valves need to be adjusted and no other issues are found It was found that the engine oil drain plug threads in the engine cases were damaged/stripped Argyll contacted [redacted] that day requesting an opinion/direction to go to repair the threads so there should be no other issues in the future That same day Argyll ordered the tools/parts to repair customers bike properly As Argyll has never had the occasion to repair the threads on one of these bikes we did not have the tools in stockArgyll has sold and serviced hundreds of [redacted] 's with this crankcase style and has never seen any with stripped out drain plug threads Argyll has records of doing servicing on this customers bike so we gave him the benefit of the doubt and did not blame him or [redacted] for the issueArgyll is NOT accepting blame, Argyll is solving a problem for a customer because it is a bike that was purchased here and we want to give good customer service Argyll could have said to this customer, that is long since off of factory warranty, sorry your cases are damaged, [redacted] is not going to pay for it so it is on youThe new cases plus the labor to replace them would have been in neighborhood of dollarsOr Argyll could have said, you go find some cases on ebay and we will change them for youThen his bill would have been maybe dollarsSo Argyll's choice to just fix it at no cost to the customer, plus the wait that had nothing to do with Argyll seems quite good The tool kit was available quickly but some of the additional pieces we needed were notArgyll ordered them all at the same time and it was out of our hands at that point in timeThe supplier was communicated with appropriately and we were waiting along with the customer for the things we needed to repair the customers bike Was there some issue with the suppliers process in getting us what we needed? Maybe, but it was not in Argyll's control to change As we have stated we have never had a drain plug stripped outPossibly we will in the future as these bikes get olderAt that point in time we will already have what we need to repair them When we received the parts we got the bike back on the techs bench and completed within a couple of daysThe techs schedules are full every day all summer long and getting bikes fit in when parts arrive is always difficult but we did it for this customer given the situation At the time this is being responded to, the customer has had his bike back for about a week Given the same situation in the future Argyll will do the same proper thing except for we will already have the tools to do the repair Argyll Motorsports Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I thank Argyll Motorsports (AM) for their replyHowever, AM only provided an explanation for one of the four examples I provided with regards to lack of customer service [redacted]

Initial Business Response / [redacted] (1000, 12, 2016/04/06) */ Contact Name and Title: Mark Service Manager Contact Phone: 780-435- Contact Email: [redacted] The customer may have paid for the bike but not from Argyll MotorsportsThere is no record in our system of the bike being bought hereThere is no stock number and no delivery dateWhen I run the bike in the [redacted] website the dealer number is not Argyll Motorsports The first time we saw the bike was for the first service at km's and no complaint of shifting was listed on this July Repair Order Second Repair Order was for August that had a complaint of shifting which the customer no showed for which tells me his problem was not worth his time coming in for the appointment Third Repair Order was for the next spring in April with km's now on bikeHe wanted the oil changed and a new rear tireNo report of shifting issues at this date Fourth Repair Order was for a new front tire July with over km's nowCustomer also thought steering head bearings were loose which they were notThis Repair Order did have a shifting complaint between 5th and 6thTech did ride unit and could not get it to miss shifts So in the three out of four times he showed for his appointments we did ride the bike and tried to duplicate his issue No manufacturer pays out parts and or money for things their techs can not verify as problemsThey want proof, pictures, screen shots of fault codes, etc,etc [redacted] is a very good company with wanting to keep the customers satisfied with their productsThey as the customer said have a three year unlimited mileage warranty in CanadaThey have another extra year grace period if the dealer deems it warranty to further cover the unit [redacted] The customer is speculating as to where the tech rode the bikeHe is correct that the tech was riding it slower than he wasThis is a horse power sport bike that will easily go the legal maximum speed of 300km/hIt will exceed km/h in first gear We have changed the oil two separate timesThe engine oil IS the transmission oilThey are both housed in a common case and share oilIf there were significant metal filings or chunks in the engine/transmission oil the tech would have noticed and would have noted it on a repair order The first time I personally have dealt with any of this customers complaints was this (2016) winterWe had little snow this winter and people were out on bikes quite earlyThe last phone conversation he had with a service writer here was him demanding a tech meet him out on the highway to ride the bike (in a manner that would dictate) to get the bike to miss shiftsHe was expecting the tech would double the legal highway speed limit or more to duplicate this problem [redacted] Our techs do not and will not perform unlawful acts with customers vehicles no matter what the concern of the customerNo exceptions This customers unit has no recalls against it I have talked to the Canadian service rep and he is unaware of any transmission issues this model should haveWe have sold 50-of these models and have no one else complain of this particular issueThis customer is the only person at Argyll with this issue I am not saying this bike has never missed a shiftI am not saying that the customers old [redacted] did not shift betterI am not saying that there is nothing that can be done to rectify a problemI am saying Argyll has taken the appropriate steps in the appropriate orderWe were willing to change some parts that may have cured or improved his bikes perceived issuesThe customer would have to be willing to accept the process in which these types of things need to be handled [redacted] Thank you to the Revdex.com for a chance to post a response to these complaints Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept the service manager's response because: They did nothing to help or fix any issues [redacted]

Initial Business Response /* (1000, 5, 2015/08/31) */
Radek here from Argyll Motorsports. Curtis and myself had a meeting with [redacted] on Friday August 21/2015 at around 4pm. We discussed the concerns he had with the dealership and we believe he left here happy. As we pride ourselves here...

about customer satisfaction, we took the initiative to contact [redacted] and to have a meeting with him. He was very honest and descriptive about his concerns.

I will contact you personally Via phone call tomorrow to discuss this further.

Thank you!

Cheers,

Radek R[redacted]

[redacted] Sales
Argyll Motorsports
Edmonton, AB, Canada
Initial Consumer Rebuttal /* (2000, 7, 2015/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They ordered the parts , one of which has been installed. This caused me tremendous inconvenience and it is beyond me why a customer has to battle for warranty ? Warranty is part of the product.

Initial Business Response /* (1000, 12, 2016/04/06) */
Contact Name and Title: Mark Service Manager
Contact Phone: 780-435-6811
Contact Email: [redacted]
1 The customer may have paid 26 500 for the bike but not from Argyll Motorsports. There is no record in our system of the...

bike being bought here. There is no stock number and no delivery date. When I run the bike in the [redacted] website the dealer number is not Argyll Motorsports.
2 The first time we saw the bike was for the first service at 1302 km's and no complaint of shifting was listed on this July 2014 Repair Order.
3 Second Repair Order was for August 2014 that had a complaint of shifting which the customer no showed for which tells me his problem was not worth his time coming in for the appointment.
4 Third Repair Order was for the next spring in April 2015 with 6 871 km's now on bike. He wanted the oil changed and a new rear tire. No report of shifting issues at this date.
5 Fourth Repair Order was for a new front tire July 2015 with over 10 000 km's now. Customer also thought steering head bearings were loose which they were not. This Repair Order did have a shifting complaint between 5th and 6th. Tech did ride unit and could not get it to miss shifts.
So in the three out of four times he showed for his appointments we did ride the bike and tried to duplicate his issue.
No manufacturer pays out parts and or money for things their techs can not verify as problems. They want proof, pictures, screen shots of fault codes, etc,etc. [redacted] is a very good company with wanting to keep the customers satisfied with their products. They as the customer said have a three year unlimited mileage warranty in Canada. They have another extra year grace period if the dealer deems it warranty to further cover the unit.
[redacted]
The customer is speculating as to where the tech rode the bike. He is correct that the tech was riding it slower than he was. This is a 200 horse power sport bike that will easily go the legal maximum speed of 300km/h. It will exceed 100 km/h in first gear.
We have changed the oil two separate times. The engine oil IS the transmission oil. They are both housed in a common case and share oil. If there were significant metal filings or chunks in the engine/transmission oil the tech would have noticed and would have noted it on a repair order.
The first time I personally have dealt with any of this customers complaints was this (2016) winter. We had little snow this winter and people were out on bikes quite early. The last phone conversation he had with a service writer here was him demanding a tech meet him out on the highway to ride the bike (in a manner that would dictate) to get the bike to miss shifts. He was expecting the tech would double the legal highway speed limit or more to duplicate this problem.
[redacted] Our techs do not and will not perform unlawful acts with customers vehicles no matter what the concern of the customer. No exceptions.
This customers unit has no recalls against it.
I have talked to the Canadian service rep and he is unaware of any transmission issues this model should have. We have sold 50-60 of these models and have no one else complain of this particular issue. This customer is the only person at Argyll with this issue.
I am not saying this bike has never missed a shift. I am not saying that the customers old [redacted] did not shift better. I am not saying that there is nothing that can be done to rectify a problem. I am saying Argyll has taken the appropriate steps in the appropriate order. We were willing to change some parts that may have cured or improved his bikes perceived issues. The customer would have to be willing to accept the process in which these types of things need to be handled. [redacted]
Thank you to the Revdex.com for a chance to post a response to these complaints.
Initial Consumer Rebuttal /* (3000, 14, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the service manager's response because:
1. They did nothing to help or fix any issues. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
The bike was brought in for its scheduled [redacted] recommended 24000km service.
Work commenced on bike the day it was scheduled for. This service on this bike is a full day service if no valves need to be adjusted and no other issues are found....


It was found that the engine oil drain plug threads in the engine cases were damaged/stripped.
Argyll contacted [redacted] that day requesting an opinion/direction to go to repair the threads so there should be no other issues in the future.
That same day Argyll ordered the tools/parts to repair customers bike properly.
As Argyll has never had the occasion to repair the threads on one of these bikes we did not have the tools in stock. Argyll has sold and serviced hundreds of [redacted]'s with this crankcase style and has never seen any with stripped out drain plug threads.
Argyll has records of doing servicing on this customers bike so we gave him the benefit of the doubt and did not blame him or [redacted] for the issue. Argyll is NOT accepting blame, Argyll is solving a problem for a customer because it is a bike that was purchased here and we want to give good customer service.
Argyll could have said to this customer, that is long since off of factory warranty, sorry your cases are damaged, [redacted] is not going to pay for it so it is on you. The new cases plus the labor to replace them would have been in neighborhood of 6000.00 dollars. Or Argyll could have said, you go find some cases on ebay and we will change them for you. Then his bill would have been maybe 3000.00 dollars. So Argyll's choice to just fix it at no cost to the customer, plus the wait that had nothing to do with Argyll seems quite good.
The tool kit was available quickly but some of the additional pieces we needed were not. Argyll ordered them all at the same time and it was out of our hands at that point in time. The supplier was communicated with appropriately and we were waiting along with the customer for the things we needed to repair the customers bike.
Was there some issue with the suppliers process in getting us what we needed? Maybe, but it was not in Argyll's control to change.
As we have stated we have never had a drain plug stripped out. Possibly we will in the future as these bikes get older. At that point in time we will already have what we need to repair them.
When we received the parts we got the bike back on the techs bench and completed within a couple of days. The techs schedules are full every day all summer long and getting bikes fit in when parts arrive is always difficult but we did it for this customer given the situation.
At the time this is being responded to, the customer has had his bike back for about a week.
Given the same situation in the future Argyll will do the same proper thing except for we will already have the tools to do the repair.
Argyll Motorsports
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank Argyll Motorsports (AM) for their reply. However, AM only provided an explanation for one of the four examples I provided with regards to lack of customer service. [redacted]
[redacted]