Initial Business Response / [redacted] (1000, 5, 2016/07/28) */ Sat, 7/16/Customer brought bike ('HD FLHTCUI) to Calumet HD service deptCustomer states while riding on highway, oil pressure gauge drops rapidly to zero and engine light comes onWhile continuing riding, gauge fluctuates between zero and when giving gas on / letting gas offCustomer says problem started todayWork Order #XXXXX begunMileage [redacted] miles Tues-Wed, 7/19-20/16-Service tech reads work order and begins inspectionOil level checked on bike: fullTech performs manual oil pressure test of oil pumpTest indicates oil pressure PSI at rpmpressure within specsOil pump functioning properly2nd Tech verifies results of oil pressure testAlso asks about engine noise1st Tech reports NO ENGINE NOISETech then checks oil sending unit and found to be faulty, thus the fluctuationTech installs new oil sending unit and now oil pressure gauge (on dash) works properlyTech test rides bike for milesAll systems working, no engine noise, bike runs well Tech signs off work order #XXXXX, mileage [redacted] miles Wed, 7/20/16-left message with customer that repair complete Thurs, 7/21/16-Customer pays repair bill [redacted] takes possession of his bike and reports (on Revdex.com report) that oil pressure is restored, everything good Customer says he parked bike for daysCustomer also reports that he rode bike (upon pickup from CHD) to New Buffalo to a restaurantUpon leaving restaurant, started bike to ride, then there was white smoke and oil coming out of exhaustAlso reported there was no power and then a loud noise (like a Pow) and then oil was coming out over top of engine Sun, 7/24/16-Customer calls CHD service dept to report incident and request pickup of his broken-down bikeCustomer informed that pickup not available because driver's not working on Sunday (July 24) Service advisor advises customer to have tow truck pick up bike and deliver to his residence and CHD will pick up on Monday, July when driver availableCustomer agrees Mon, 7/25/16-Customer's bike picked up at residenceN/CMileage [redacted] miles Tues, 7/26/16-Work order #XXXXX begunMileage recorded at [redacted] Technician checks oil levelOil level lowTech added oil to oil tankTech then started bike for 1-seconds and bike shut downTech then spent approx hours removing fuel tank, exhaust, rocker boxes, oil pump, cam cover, cam tensioner plate, etcto determine what happened to engineTechnician discovered inner camshaft bearing had fragmented into pieces which dropped into oil sump areaOil pump sucked up pieces of fragmented bearing into oil pump passage blocking flow of oil to oil pump, thus causing the drive gear to break, score the crankshaft and front cylinder camshaftMetal pieces were found in crankcase, which destroyed crank sensor causing bike to shut downUpon further inspection, after taking off cam cover & cam support plate found front cylinder cam bearing broke causing engine damage Tues, July 26-Customer called to speak with service advisor who was offSince service manager was familiar with customer's bike, he advised customer about what had been found and extent of damages Customer claimed that bike was just in CHD for this problem even though there wasn't ANY ENGINE NOISE (which would have lead to us look deeper into engine to find out what was causing engine noise), NO OIL LEAKING OR SPEWING FORTH FROM EXHAUST OR HEADS and NO WHITE SMOKE FROM EXHAUSTService manager advised customer that oil pressure gauge was initially an electronic problemnot physicalThe manual test equipment matched oil pressure on gauge after replacing the oil pressure sending unitIf oil pressure was low (which it wasn't...it was PSI at rpm which is within specs), we would have suggested additional teardown and inspection of engine to determine cause of low oil pressureService manager also discusses different resolutions with customerCustomer reports that he may have to get his lawyer involved because he felt he was being screwed over We did take pictures of the damage itemsHowever I did not submit them Tues, 7/26/16-Customer submits case to Revdex.com Thurs, 7/27/16-CHD responds to case
Initial Business Response / [redacted] (1000, 5, 2016/07/28) */ Sat, 7/16/Customer brought bike ('HD FLHTCUI) to Calumet HD service deptCustomer states while riding on highway, oil pressure gauge drops rapidly to zero and engine light comes onWhile continuing riding, gauge fluctuates between zero and when giving gas on / letting gas offCustomer says problem started todayWork Order #XXXXX begunMileage [redacted] miles Tues-Wed, 7/19-20/16-Service tech reads work order and begins inspectionOil level checked on bike: fullTech performs manual oil pressure test of oil pumpTest indicates oil pressure PSI at rpmpressure within specsOil pump functioning properly2nd Tech verifies results of oil pressure testAlso asks about engine noise1st Tech reports NO ENGINE NOISETech then checks oil sending unit and found to be faulty, thus the fluctuationTech installs new oil sending unit and now oil pressure gauge (on dash) works properlyTech test rides bike for milesAll systems working, no engine noise, bike runs well Tech signs off work order #XXXXX, mileage [redacted] miles Wed, 7/20/16-left message with customer that repair complete Thurs, 7/21/16-Customer pays repair bill [redacted] takes possession of his bike and reports (on Revdex.com report) that oil pressure is restored, everything good Customer says he parked bike for daysCustomer also reports that he rode bike (upon pickup from CHD) to New Buffalo to a restaurantUpon leaving restaurant, started bike to ride, then there was white smoke and oil coming out of exhaustAlso reported there was no power and then a loud noise (like a Pow) and then oil was coming out over top of engine Sun, 7/24/16-Customer calls CHD service dept to report incident and request pickup of his broken-down bikeCustomer informed that pickup not available because driver's not working on Sunday (July 24) Service advisor advises customer to have tow truck pick up bike and deliver to his residence and CHD will pick up on Monday, July when driver availableCustomer agrees Mon, 7/25/16-Customer's bike picked up at residenceN/CMileage [redacted] miles Tues, 7/26/16-Work order #XXXXX begunMileage recorded at [redacted] Technician checks oil levelOil level lowTech added oil to oil tankTech then started bike for 1-seconds and bike shut downTech then spent approx hours removing fuel tank, exhaust, rocker boxes, oil pump, cam cover, cam tensioner plate, etcto determine what happened to engineTechnician discovered inner camshaft bearing had fragmented into pieces which dropped into oil sump areaOil pump sucked up pieces of fragmented bearing into oil pump passage blocking flow of oil to oil pump, thus causing the drive gear to break, score the crankshaft and front cylinder camshaftMetal pieces were found in crankcase, which destroyed crank sensor causing bike to shut downUpon further inspection, after taking off cam cover & cam support plate found front cylinder cam bearing broke causing engine damage Tues, July 26-Customer called to speak with service advisor who was offSince service manager was familiar with customer's bike, he advised customer about what had been found and extent of damages Customer claimed that bike was just in CHD for this problem even though there wasn't ANY ENGINE NOISE (which would have lead to us look deeper into engine to find out what was causing engine noise), NO OIL LEAKING OR SPEWING FORTH FROM EXHAUST OR HEADS and NO WHITE SMOKE FROM EXHAUSTService manager advised customer that oil pressure gauge was initially an electronic problemnot physicalThe manual test equipment matched oil pressure on gauge after replacing the oil pressure sending unitIf oil pressure was low (which it wasn't...it was PSI at rpm which is within specs), we would have suggested additional teardown and inspection of engine to determine cause of low oil pressureService manager also discusses different resolutions with customerCustomer reports that he may have to get his lawyer involved because he felt he was being screwed over We did take pictures of the damage itemsHowever I did not submit them Tues, 7/26/16-Customer submits case to Revdex.com Thurs, 7/27/16-CHD responds to case