I picked up my 2012 Wee a few weeks ago. While it hadn't had the stator recall done, I have the letter.
I've been reading elsewhere on the site that there seem to be some pretty long waits for dealers to get the replacements. But that's not what I'm grumpy about.
While I technically have 2 Suzuki dealers in my area, they're both owned by the same company. I called the one nearest to me and spoke to the service tech. This is how it went down:
ME: I'm calling about a stator recall for my 2012 Suzuki V-Strom 650. My letter said to call a dealer to have the work taken care of.
TECH: Yes, but I don't have the replacement part.
ME: Do you know when you will?
TECH: Nope. Got 2 bikes sitting here in the shop waiting, too.
ME: OK...Can you put me on a list and call me when you do have replacement parts?
TECH: No, we don't have a list.
ME: Soooo...what do I do?
TECH: Give me a call every couple of weeks and, when we have the parts, you can schedule the work.
This is the first time I've ever had to deal with a recall, bike or car. Is this normal?
Seriously Agree. That "just keep calling back" is pretty shitty customer service.
They are definitely backordered on the stator parts. I just got my bike back last week after dropping it off the first week of February. Weather was no good for most of the time so I don't really mind, but getting into the spring, shops are going to start getting backed up with other service too.
There is a recall but is every bike dying due to a stator failure? Ride the bugger and hope for the best. And do call the dealer often, remind him he needs to order a few parts .
When I called the dealer for mine, he asked for the VIN and ordered the new stator against my VIN. When the part came in, he called, we scheduled a date for the service and I brought my bike in to be fixed, waited around for a hour and a half, all done. No continuous calling, no BS. All they need is your VIN to order the part - tell them you have the recall letter.
I've had two replaced. Take your letter to the dealer. They should order the parts based on the VIN on your letter. Suzuki ships based on VIN so the stator kit should not be given to anyone else.
Great advice. I'll either give them a call or stop by with the letter to give them the VIN.
If they try to push me off again, maybe I'll try a technique a buddy of mine did for a similar situation he had with his truck. He took it to the dealer several times and kept getting the push-off. On the third time, after the tech told him the same story, he pulled out his phone and snapped a quick picture of the tech. When the guy asked him what he was doing, he said, "Oh, I'm taking a picture of the guy that's refusing to service my truck for a federally mandated safety recall. I'll be posting this on Yelp and any other business ratings sites I can find." He was talking to the manager within minutes, they ordered his part and he had the work done within a week.
I was able to get my Strom in right away for the recalls (valves and stator), but the service at the dealer was terrible. The service writer got into an argument with me about why I had to buy a new oil filter after the stator recall because they didn't want to mix their regular oil with the synthetic that I had used. Unfortunately, it seems like the majority of dealerships lack any common sense and/or customer service.
I now bring my Strom to a local non-dealer shop for service. I hope that there are no other recalls, because I never want to see a dealership again.
I was supposed to have the recall done on mine yesterday. Dealer called two days prior and said the part was backordered and did not know when it would come in. He said when it shows up he'll call and we reschedule. In the mean time I'm riding as usual.
To the OP how does your dealer know how many stators to order is he doesn't have a head count. I'd ask to talk with the manager and bypass the service counter.
Stories like these just light my rockets. One reason I started doing so much of my own work on my bikes was the awful service from motorcycle dealers. Every time I see someone on a forum jump to the defense of their local bike shop, I just assume that they have the one in ten (yes, I made that figure up) dealership that isn't staffed by avaricious, ham-fisted gibbons. I had a recent run in with a Yamaha dealer over a scheduled valve clearance check. Scheduled it weeks in advance, drop off the bike, they call me later and tell me they don't have a valve cover gasket in stock, so I have to wait. Then they order the wrong parts, and I have to wait again. Finally told them to forget it, and had to take the bike an hour away just to find another Yamaha shop. They know they need a new valve cover gasket for a valve check; it's in the damn service manual, and I'm sure it shows up on their computer when they are estimating the job. If they're afraid they're gonna get stuck with one if I don't show up for the service, then I'd be happy to pay for it in advance. Bike shops know they've got you by the testicles, since there isn't a shop or garage on every corner like there are for cars. Yamaha corporate headquarters in Atlanta actually called me to apologize.
There's no reason a shop can't order parts for a recall and put you on a list, and call you when the part is in. All it takes is simple organization. And I've certainly dealt with some good shops; when I owned a Harley, my experience with their shops was always pretty positive. But my experiences with the two Yamaha shops in my immediate area (one of which just closed up) have been abysmal.
A couple of week passed and I called back. Only this time I called the dealer's other location. This one's a bit farther away from me, but it's only a difference of about 10-15 minutes.
I couldn't have had a more diametrically opposed customer experience. The tech was polite, took my VIN, said a part would be ordered and I'd be notified when it came in. I asked about the possibility of back-orders; he said he'd double-check, but felt the stators weren't on much of a delay and, if there was a back-order, they'd let me know about it. Regardless, my name is in the system and, whenever the part did eventually come in, I'd be notified.
I shared with him my previous experience...he audibly sighed, like this wasn't the first time he'd heard this sort of thing, and said he'd do what he could to improve that location's education on the matter.
Admittedly, the part's not here and the work's not done, so there are still chances for things to go awry. But I'd say we're off to a much better start this time.
I also sent an email to the dealership itself, letting them know about both of my experiences.
In this day and age of some retailers living and dying by online reviews, no business should be ignoring the customer experience.
I took my letter in, in February, and supposedly had the stator ordered. Went by the dealer to check, 9 weeks later and was told that they haven't gotten ANY stators in, and it might be June before they get any. Last Friday, called Suzuki in CA and got nice lady and I pretty well went into rant mode. She said she'd call me back on Monday, but actually called me back, that same afternoon. She said the dealer would have a stator with my name on it, early this week. Well, it's been a week and no call from the dealer. I even went next door to trade it for a Honda, and was told by the salesman, that he couldn't make me a trade-in offer until I had the recall fixed, since they couldn't sell it without the work being done. I think I'm done with Suzuki. I love the bike, but can't live with the service. The service manager acts like he could care less, if I ride.
Any dealer that makes you take your bike in and keeps it before ordering a recall part, should be out of business. I am just blown away with how some of you folks have been treated, this is obviously a dealer issue and not a Suzuki issue.
About a day after my last post, the 'good' tech called me back to say that the part was back-ordered and wasn't going to be coming in as soon as expected. He verified my contact information and said he'd call back as soon as he knew more.
Around 2 weeks later he called again. The part was in and he was ready to schedule my replacement. I set it up for this Saturday, 5/13. Since I have to ride about 45 minutes to get there, they're going to do the work while I wait; they said it'd take maybe 2-3 hours.
I'm fortunate to have an outstanding dealership 8 miles from home. Coeur d'Alene Powersports where the service manager, Kevin, knows me and my bikes and takes the time to discuss issues with me before and after servicing. He's a Suzuki fan and we chat about different bikes and best riding areas. The dude understands outstanding customer service and is good at his job! They have some very seasoned techs on board and I've never had any issues with work done. Took my V2 in for the wiring recall last year. They had to inspect it first to know which kit to order. That was done on day one. Parts arrive in a few days and work was completed timely. They quote me for any service or repairs and typically come in less. Then, he will even knock it down a bit more as I bring in three Suzuki's for service. I do what I can myself, but am very glad I can trust my local dealership. Their sales team is fair and honest, but a bit sticky on prices. Their parts department will match internet prices for tires and stand behind the tires if any issues arise. Winning!
I'm planning to trade in my V2 in two years and the S10 and GSA are on my short list (shaft, factory cruise & heated grips, larger displacement, better fit and finish, too). This would necessitate a different dealer some 45 miles away... A big concern.
I made the 45-minute ride over to the dealer on a cool but sunny morning. While it was in, I had them adjust my chain since it was overdue...and I'm lazy.
While sitting around the dealership for 2.5 hours, it was interesting to see how a sunny late spring day can bring out the buyers. My buddy's a sales guy there and I watched him sell 2 side-by-sides, a MC, and he was in the process of selling a boat as I left.
Also, while the guy I spoke to on the phone didn't check me in, he walked up as I preparing to leave, identified himself, and asked me to call back if I had any questions or problems. I don't often take my bikes in to dealers for work, but when I do in the future, I'll make the ride over to this one. Best dealer service experience I've ever had.
And, because I believe in rewarding positive customer experiences, the dealer is Vetesnik Power Sports, in Richland Center, WI.
I called my local dealer here in Rhode Island and they said they had the parts for the recall in stock and to drop off the bike on Thursday and it would be ready on Friday, I thought awesome no backorder issues, now I don't really trust them because I bought it from them new and had some problems with the the way they put the bike together on day one, lose mirrors, lose windshield, one of the locks fell out of my panniers and the other lock was about to fall out, just shoddy work and I've done all my own oil changes since so I've never been back.
Friday came and they said they didn't have a chance to get to it but it would be ready on Saturday morning which turned into Saturday afternoon but no biggie I picked up the bike as they were closing road it home put in the shed and went out with my girl. The next morning I went to the shed to get ready for nice Sunday ride with some friends we had planned weeks before only to find a puddle of oil on the floor, I was so pissed off you wouldn't believe, I had to cancel my ride with my friends and take my bike apart, just what I wanted to do on my day off, anyway they apparently just removed the side cover without draining the oil and let it pour into the lower cowling and skid plate, what a mess!!! and my bike only had 900 miles on it then, unbelievable, so I cleaned it with WD40 and dawn dishwashing detergent and put it all back together, I told the dealer ahead of time that I had added a skid plate and I would remove it if it was a problem but they said no worries, then I checked the oil level window to find they over filled my oil, I drained about two cups of oil out to get it right, needless to say I'll looking for a new dealership to have my valves checked but this is the only dealer in the state, so yeah I hate my dealer
Don't underestimate the power of taking the time to build rapport and sympathize with a guy doing a job you probably wouldn't want. Your recall likely doesn't rank high on whatever metrics he's judged on. We all want to be treated well immediately but from your transcription above you jumped in a little fast.
I would have said..
"How's it going ____ I'm ____ I'm sure with the weather you guys have been slammed!
(Insert response)
Hey I've heard great things about your location from my buddy who had his (made up bike) serviced there. Here's my deal: I've got a recall on my ____ but love to ride as much as I'm sure you do. Hoping you can help me get it knocked out
(Probably a better response)
Not here to critique or criticize you specifically just a reminder that dealers and service guys are people who work jobs that suck just like us. Standing out as a good customer is more likely to lead to a better experience and quicker result. Some people need to be motivated differently to work for you
Here in wichita kansas at mid america powersports it's : don't have the parts and don't know when they will be in. leave your name and number and wait.
grrrr
My experience was better, thankfully. When i called, they asked me for the VIN. After that they ordered it, and so that would have only taken a week. I couldn't get to the place, because of work, for two weeks, but by then the stator went to someone else. I called again, and set up an appointment for a week away. the work took half a day in my case, but i think they had lots of other bikes being worked on at the time. anyway, Crossbay Motorsports in howard beach, (queens), NYC is good.
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