Initial Business Response /* (1000, 6, 2017/10/03) */
Cycle Solutions Inc performed a 3 hole service on [redacted] motorcycle at the Ocean City MD rally. We received a phone call from the customer 12 days after the service stating that we did not put fluids back into their motorcycle because...
their engine was making noise. It was very difficult to understand exactly what the customer was saying because he was speaking in an elevated voice and [redacted] was yelling in the background over the top of [redacted]. [redacted] tried to have a conversation with [redacted] but he refused to try to troubleshoot the problem. We asked him if he had checked the dipstick on the motorcycle to see what the oil level was and he said he had not. We even offered to do this in a facetime call so that we could try to help with what they state was the problem but [redacted] and [redacted] refused to believe that there could possibly be anything wrong with their motorcycle other than Cycle Solutions Inc did not put fluids back in their motorcycle. It is very difficult to have a reasonable conversation with someone who can only yell and not allow someone to help. First, it is not possible for a Harley Davidson motorcycle to run without engine fluids for any distance, long or short. If their motorcycle did not have fluids in it then we would of known before even taking the motorcycle off of our lift. The customer would of noticed before they even left the parking lot! Secondly, we changed their fluid on the 15th which was the start of the show. There is no way they would of been able to ride the motorcycle around at the rally over the course of 2-3 days, nor would the motorcycle of ever made it back to their residence which is 2.5 hours away from our location. It is just not possible. The engine oil light would of been on before it left the parking lot and it would of not ran at all. We use Lucas Motorcycle Oil Products which is a very high quality oil and we have been using it for many, many years. We have never had a customer have a problem with their motorcycle due to the use of Lucas Oil Products. To drain the oil all we do is remove the drain plugs from under the motorcycle, replace them and then we put fresh oil in with a brand new K&N Oil Filter. There is no work done to the engine components. It could be that the motorcycle suffered some other type of mechanical issue that has nothing to do with an oil change, but unfortunately we were not able to communicate with either [redacted] or [redacted] so the phone call was ended with only frustration and no answers. Just because we were that last people to touch their motorcycle does not mean that we were the ones that caused the problem. If you go to the doctor for a check up and then 12 days later you come down with the Flu does that mean that they gave you the flu? Probably not....Cycle Solutions Inc strives to offer quality products and perform exceptional service. We also back our products and our service and we would of been more than happy to assist this couple with troubleshooting the problem they were experiencing but we were not able to due to improper means of communication.
Initial Business Response /* (1000, 6, 2017/10/03) */
Cycle Solutions Inc performed a 3 hole service on [redacted] motorcycle at the Ocean City MD rally. We received a phone call from the customer 12 days after the service stating that we did not put fluids back into their motorcycle because...
their engine was making noise. It was very difficult to understand exactly what the customer was saying because he was speaking in an elevated voice and [redacted] was yelling in the background over the top of [redacted]. [redacted] tried to have a conversation with [redacted] but he refused to try to troubleshoot the problem. We asked him if he had checked the dipstick on the motorcycle to see what the oil level was and he said he had not. We even offered to do this in a facetime call so that we could try to help with what they state was the problem but [redacted] and [redacted] refused to believe that there could possibly be anything wrong with their motorcycle other than Cycle Solutions Inc did not put fluids back in their motorcycle. It is very difficult to have a reasonable conversation with someone who can only yell and not allow someone to help. First, it is not possible for a Harley Davidson motorcycle to run without engine fluids for any distance, long or short. If their motorcycle did not have fluids in it then we would of known before even taking the motorcycle off of our lift. The customer would of noticed before they even left the parking lot! Secondly, we changed their fluid on the 15th which was the start of the show. There is no way they would of been able to ride the motorcycle around at the rally over the course of 2-3 days, nor would the motorcycle of ever made it back to their residence which is 2.5 hours away from our location. It is just not possible. The engine oil light would of been on before it left the parking lot and it would of not ran at all. We use Lucas Motorcycle Oil Products which is a very high quality oil and we have been using it for many, many years. We have never had a customer have a problem with their motorcycle due to the use of Lucas Oil Products. To drain the oil all we do is remove the drain plugs from under the motorcycle, replace them and then we put fresh oil in with a brand new K&N Oil Filter. There is no work done to the engine components. It could be that the motorcycle suffered some other type of mechanical issue that has nothing to do with an oil change, but unfortunately we were not able to communicate with either [redacted] or [redacted] so the phone call was ended with only frustration and no answers. Just because we were that last people to touch their motorcycle does not mean that we were the ones that caused the problem. If you go to the doctor for a check up and then 12 days later you come down with the Flu does that mean that they gave you the flu? Probably not....Cycle Solutions Inc strives to offer quality products and perform exceptional service. We also back our products and our service and we would of been more than happy to assist this couple with troubleshooting the problem they were experiencing but we were not able to due to improper means of communication.