Vallely Sport & Marine

Initial Business Response /* (1000, 5, 2016/02/17) */
Customer came to our business after after removing his motorcycle seat at his house himself, not by the dealershipHe was not able to put back seat back on because a bushing had been lostOur employee helped customer remove another bushing
off of the seat and install seat back on to be able to use the motorcycle while we searched for a new bushing for him, at his request and expenseWe helped install the seat at no chargeHis battery was replaced under warranty
Our parts department then searched from the motorcycle vendor for a replacement bushing for the customerThe parts diagrams did not show the bushing, just the seat assemblyAfter several weeks of working with the manufacture it was determined that they do not sell the seat bushings alone, a new seat assembly had to be purchasedThe customer was notified this and his bushing that was removed was given back to himHe was not happy with our response from the manufacturer so we told him he could contact themCustomer contacted the manufacture and was then told the exact same thing from the manufacture
The motorcycle sat at our facility for months while the customer was out of town, while switching jobsWe did a free diagnostic on a separate issue on the customer's clutchHe determined that he did not want the work doneWe did not charge him for the diagnostic or storageWhile this was a completely different issue than the seat bushing issue, it should be noted
Months later, from the 4/29/date that the bike was first dropped off, in December the customer decided that he thinks we should purchase a new bushing because he said that we didn't give him his one bushing back and that we lost the other when putting the seat back onThis customer has never had his bike in our service department for a paid service of seat repairThe customer never requested us to work on his seatThe only time we touched his seat was when he requested "help" not "service" putting the seat on after a battery was replaced
The major note here: the customer had the seat removed before he brought the bike to our dealership! We have no control over what happened when he did thisWe replaced the battery under standard operation procedure, which was what was requested
Our Parts specialist told customer in June there was no bushing and again in October(when he picked bike up) that there was no bushing and had to purchase seatThe customer didn't contact Yamaha till late November and Yamaha told him same thingYamaha would also have record of the customer calling them
While we felt we did absolutely no wrong, as a good will gesture we have offered to sell the customer the new seat that he needs at our internal cost pricingThe customer informed us that "he would let us know"
We are a year old company that has over CSI score (Customer Service Index), which his in the top % of all dealersIf we would have caused the issue, we would have been happy to remedy our mistakeIn this case, we clearly followed all of our standard procedures that led us to informing the customer that we were not willing to buy him a new seat, in which we did not ever have a paid repair order on, nor did not lose the bushingIf the customer would like the internal cost of the new seat, our offer still stands as a very fair remedy to his concern
We also have a recorded phone conversation that customer admits to "not remembering the exact timeline and what happened" and contradict his submitted claim
Initial Consumer Rebuttal /* (3000, 7, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure how exactly to respond, I do not agree with MOST of the response above, so I will take it paragraph by paragraph and explain and or correct it
To your first paragraph, When I took it there without the seat on, that was after you had lost one bushing (4/29), and after I gave one to your parts person, shortly after 4/Nobody removed anything from the seat when I brought it there around July, because they were already missingand nobody put anything on it because the bolts to securely attach the bushings were at my house
To the second paragraph, it was not several weeks, it was several months, from the 4/29/when they first lost one while replacing the batteryWhen I first Found out that they could order one, or a seat package it was 12/15, I was in MN miles away so I could not have been "given" back the part, I have not received either one of my bushings they lost yet
The third paragraph really does not matter, however I informed you it would be there for a while and that was ok with you, it was also under warranty when I had the clutch problem looked atI was not aware how warranty worked and thought everything was coveredthe work was not performed because I could not afford to of had this done at the time
fourth paragraph, It Took months for them to inform me the part was only available with an entire package, I have several calls to yamaha corporation asking to help find this part between November / DecemberAs for the bike "never" being in your service department, It had the battery replaced UNDER WARRANTY which you got paid forIn order to replace the battery you must take the seat off, remove and replace the battery, and then put the seat back onAnd I quote "The only time we touched his seat was when he requested "help" not "service""
fifth paragraph, I had the seat removed and took it in to the dealership after they had Alost bushing, and Bi gave them the other to use for referencethis was also in julythe battery was replaced in april
sixth paragraph, I called many times to ask about the bushing, since I had been waiting since aprilall I was told is they still can not locate the partSo finally I had enough of them saying they can't find the part so I called yamaha corpwithin a few days I called the dealer and they knew how to get me the partnow this isn't very important to the issue, but what they are claiming is false
as to your last paragraph of "admitting to not remembering the exact time line" that is correct I did say something to that natureI was not able to give exact dates and times of things that happened almost a year ago off the top of my headAfter that and or those phone calls and before submitting to the Revdex.com I sat down and thought about what had actually happened, made sure I was accurately portraying what had happened, in chronological order