[kentforrest]

Surprisingly different than the online experience with these guys for parts. I'm entirely DIY on all service and repair, and Max is my parts house of choice. All the way in Seattle, I order from Max.

They've been great by email and phone.

Unfortunate that you ran into a very bad example of their service level.

On warranty, every motorcycle and car dealer I've ever spoken to seems to believe warranty is at their discretion. And if you read these threads in the forum (oil brand, etc.) most of the customers just not their heads yes and do what they're told by the dealer.

Would definitely be entertaining to watch a dealership manager have a warranty conversation with an attorney experienced in the field.

 

[kentforrest]

Dealerships worry about getting charged back on a warranty claim and not getting paid, but the warranty is between the manufacturer and the customer- and many dealerships simply don't understand the warranty terms. When i hear about dealers denying warranty coverage for some arbitrary "reason" that's not legitimate, it really makes me wonder what their motivation is. Some states have laws which state the warrantor (manufacturer) has to pay the same labor rate as customer paid service, some don't. So in some cases, the dealer can make more money if they make you pay and that's been exposed in many instances.
I've had discussions with dealership managers about these things, and they unfortunately often choose to double-down and never admit they were wrong and chose stubbornness over customer service. I had to take action over my wife's car that resulted in a service manager being terminated and the manufacturer bought the car back for the original purchase price plus an additional cash payout for another 50% of the car's original cost.
I'm glad they give you good service- I plan to have them service my bike and I'll just avoid their parts counter guy. As I waited for the paperwork on my bike, I listened to him berate customers on the phone- just plain nasty to them.

Good for you on pushing back and knowing your rights.

Amazing how many people believe their warranty can be affected by the brand of fluids.

This demonstrates how effective the dealers' tactics are on the average customer.