Closed on my KLR. Nightmare experience inside...
Excuse me if I’m ranting, but I need to vent.
Yesterday, I picked up my dealer hold over 2015 KLR.
I don’t think that I’ve ever had a more frustrating buying experience. It would be comical if I weren’t at the center of it.
Anyway, I worked with a local Kawi dealer ( a satellite office of a larger chain) and we agreed on a price. I was reasonably confident that this would be the bike that I would purchase that I even ordered accessories. The dealer was to install them for all for the price of just one hour’s labor.
My wife and I agreed that she would be the one to get the loan because her credit score is at near maximum and would get the better interest rate.
Anyway, on the day we were to do the paperwork, I brought in all of the parts (SW Moto crash guards and skid plate, Barkbusters, etc.) and set them on the floor in front of the part’s desk. The parts guy/junior salesman saw me bring them in. This will be relevant in a minute.
Here’s where everything took an interesting turn.
1. While I’m on the phone with my insurance company to add the bike to our policy, he’s running through paperwork with my wife. We had earlier discussed a short loan with him. While waiting for the paperwork to be filed electronically, my wife takes a break and walks around the showroom floor. He comes out and explains the terms for a 5 year note. I had to put the insurance agent on hold and intervene. My wife, not wanting to cause a scene, just waived me off and signed. No big deal. We’ll just pay more and treat it like a shorter term. However, it was a jerk sales move to pad his wallet with a larger kickback for selling the higher interest loan. Further, he played my wife against me while I was preoccupied.
2. While I was on the phone, I looked at the parts/junior sales guy’s desk and noticed one of my invoices for the accessories that I brought in. When I asked if there was any reason why he had opened my pacakages and removed it, he said “I just wanted to see what you paid.” I could have excused him if he had thought perhaps the delivery person had left parts that needed to be checked into inventory, but he didn’t even go that route.
3. Later, the sales manager called me into his office and asked me to sign my wife’s name to the temporary registration. According to him, the person on the loan must be on the title. I don’t think that is true, but the bigger issue is that he put a pen and legal document in front of me and wanted me to sign her name. WTF? I took both from him and walked into the showroom where she was waiting and had her sign for herself.
The bike wasn’t going to be ready until the end of the week, so at this point I just wanted to finish the deal and go home. I hadn’t really connected any dots up to this point. It was only after my wife and I were talking later and compared notes that we realized how messed up the dealership is.
Anyway, I’m not done.
Yesterday, I went to pick the bike up. It was near closing time and it wasn’t ready. There were 2-3 mechancis feverishly working on it and obviously in a hurry to get home.
1. The heated grips I’d paid for were not installed. Despite being from their inventory and being parts they should have been familiar with, they sold me 7/8” ATV/snow mobile grips that were obviously too small for the throttle side. This also means no Barkbusters were installed, either.
2. They can’t get it started. Since it had not have been started up, I asked if they’d set the choke. Lightbulbs went off in their heads and they adjusted the choke. They cranked, and cranked, and cranked to no avail.
3. I then asked them if they’d added gas and, if so, how much. One mechanic said “about a gallon.” So I asked them if they’d set the fuel switch to “reserve” since the fuel tank pick up probably was too high to get fuel in the normal setting. More lightbulbs went off and, sure enough, it roared to life after a few cranks. Seriously, folks, it should be taken as a professional insult when your customer knows more about your product than you do – especially something so trivial. It was obivous they’d never worked on a KLR.
The only real good news to this point is that I witnessed the initial start up and insured that the revs didn’t exceed 4000 RPM. But I’m not done yet.
1. Since everyone is in a hurry, the manager hands me two keys and starts closing up. I put one of the keys in the igntion and it won’t fit. I finally got his attention, and he realized that one of the keys belongs to another KLR they have in stock. He had mixed the keys up. Thinking that he went back inside to get the correct key, I waited in the parking lot like a money with a thumb up his bum for the manager to return. He didn’t. He’d hightailed it home already.
2. With nothing left to do but ride the bike home, I insert my sole good key and ride away. Thankfully, I only live 2 miles away and the speed limits are 25 or 35. Because...
3. When I get home, the first thing I did was dismount and take the obligatory social media pic to share with friends and family. It was then I that I noticed that the front tire was flat. At first, it didn’t register any pressure at all. But a second, more accurate gauge showed 5 psi. On a hunch, I checked the back tire and it registered 15 or so. For reference, the recommned tire pressure is 21 psi front and rear. I then checked the delivery sheet and, sure enough, someone had signed that they had checked the tires but, obviously, that wasn’t the case. Anyway, I shouldn’t have to explain why 5 psi on a front tire at highway speeds could be a very, very bad thing. I’m very fortunate that I didn’t take it for a longer ride on the highway.
Today, I called over to inquire about 1.) the missing key and 2.) to mention my tire pressure ( I took pics, btw). I was told that a.) I already have two keys and b.) they didn’t know why the tire pressure was low. The didn’t want to elaborate on latter but said they’d look for the missing key. But since they aren’t open Mondays, I won’t get it until mid week at the earliest.
I’m supposed to take this bike back so they can add the remainging accessories (proper sized heated grips, Barkbusters, and connect a lower KLRDash that I have coming). Obviously, I’m not inclined to ever see them again.
As a matter of fact, I've begun composing formal letters to their main dealership, to Kawasaki, and given thought to filing an ethics complaint with the state DOT. After all, I’ve experienced potential mail tampering (my invoices), suggested forgery (him wanting me to sign my wife’s signature), total incompetence on the part of the mechanics (catrastrophically low front pressure), and general top to bottom unprofessionalism which, I think is putting it mildly.
I’m not angling for a gift certificate or any other compensation, mind you. I just want someone to know what this dealership is doing (or not).
Should I just shrug it off and never see their likes again? Do I have a legitimate beef? I’m willing to accept that I’m so close to it that I could be blinded in my frustration.
Edit: I think the reason they had such a difficult time starting was most likely because they initially failed to reconnect the vacuum tube to the fuel petcock. Granted, there was such little fuel in the tank the selector switch had to be set to "Reserve" so that part is probably still accurate.
Last edited by subvetssn; 08-02-2016 at 08:29 PM.