Bad service, bike crashed, charged for parts which were not replaced. Complain? Get money back?

[OneMoreFarang]

We all know that the laws in this country are a little strange when it comes to complaining. So I won't write names.

 

My bike had some problems after the service at an authorized service center. 

They were supposed to service my bike and check for anything that needs fixing.

They charged me for a new rear brake disk, they charged for valve adjustments, and other things.

Now I had the red oil warning light on, and they didn't really care. That was for me the moment to look for someone else.

 

Now I found a new specialist and he seems to know what he is doing.

He sent me a couple of pictures and explained the situation. The valve setting is incorrect, the rear brake disk is not new, and it seems someone crashed the bike on a ride. There are scratches on the engine cover.

I never crashed my bike, and nobody else has a key, I have no other explanation who could have crashed the bike.

 

Did you ever have experience like that? Did you do anything? Can anything be done?

The bill from that shop was about 20,000B. I am annoyed that I paid for a bad job and things on the invoice which are not true.

But I discovered these problems months later, so I guess there is little I can do.

 

Any opinions or advice?

[BritManToo]

20k bill, broke your bike and crashed it.

Amazing Thailand!

[OneMoreFarang]

8 minutes ago, BritManToo said:

20k bill, broke your bike and crashed it.

Amazing Thailand!

And it wasn't Somchai's corner shop...

[Agusts]

Check the VIN number to see if it's your bike , maybe the switched and gave you a different one ...!!!?  ????????

[novacova]

I don’t think you have much of a chance of recourse. Though depending on how mechanically inclined someone is, can certainly curtail such things happening. The mechanics at Sangchai in cm understand that I know what needs to be fixed. If they misadjusted the valves, I wouldn’t get a kilometer down the road before I returned it and let them know that they forgot to adjust the valves. Often I’ll have them pull up the diagram of an assembly and have a discussion with them before they proceed to tear into it. Being detailed and having through discussions, letting them know you understand mechanics will curtail a lot of mishaps.

[bunnydrops]

You didn't notice the scratches before you gave it to the new mechanic. There is the chance the new mech did the damage. Wrong cover put on at the dealership.

[CharlieH]

Unfortunately it's all too late and almost impossible to prove so late afterward.

 

Unfortunately this looks like a painful 20k lesson and useful warning to others. everyone carries a phone these days and therefore a video camera. Video a walk a round  the bike or even a car before and after that may help in some circumstances as its date stamped.

 

Sad but not uncommon story.

[JeffersLos]

Send them an email!!!

[OneMoreFarang]

6 minutes ago, bunnydrops said:

You didn't notice the scratches before you gave it to the new mechanic. These is the chance the new mech did the damage. Wrong cover put on at the dealership.

In theory you are right. But then I checked some pictures and I found one from a few weeks ago which shows part of the scratches. The scratches are on the low side of the engine cover and not so obvious that one can't miss them. 

[OneMoreFarang]

3 minutes ago, CharlieH said:

Unfortunately it's all too late and almost impossible to prove so late afterward.

 

Unfortunately this looks like a painful 20k lesson and useful warning to others. everyone carries a phone these days and therefore a video camera. Video a walk a round  the bike or even a car before and after that may help in some circumstances as its date stamped.

 

Sad but not uncommon story.

That is certainly what I will do in the future.

 

I guess my problem is that I associate the KTM brand with quality and quality service. I am sure in more civilized countries above wouldn't happen. I shouldn't have assumed that KTM service in Thailand is on a high quality level.

[OneMoreFarang]

15 minutes ago, novacova said:

If they misadjusted the valves, I wouldn’t get a kilometer down the road before I returned it and let them know that they forgot to adjust the valves.

Is it that easy?

If the valves are bad adjusted, then it might be possible to hear that. But probably only if one has experience with exactly that bike how it should sound.

When I was young, I did a lot of work on my bike myself at home in a nice garage with lots of tools. Now, in a condominium, I can't do that anymore. And I am also not so keen anymore to do that kind of work. It's nice to have an experienced mechanic or shop who we can trust.

 

I don't have the time and patience to stand behind them all the time and look what they are doing.

And I know also their perspective. It's no fun to work with someone looking over your shoulder all the time.

[CharlieH]

6 minutes ago, OneMoreFarang said:

That is certainly what I will do in the future.

 

I guess my problem is that I associate the KTM brand with quality and quality service. I am sure in more civilized countries above wouldn't happen. I shouldn't have assumed that KTM service in Thailand is on a high quality level.

Just a thought, might make you feel better and you have nothing to lose by doing it, why not write an email to KTM in Austria and enlighten them to your experience and the damage not only to your machine but to their brand !

 

Just a suggestion.

[OneMoreFarang]

1 minute ago, CharlieH said:

Just a thought, might make you feel better and you have nothing to lose by doing it, why not write an email to KTM in Austria and enlighten them to your experience and the damage not only to your machine but to their brand !

 

Just a suggestion.

That is exactly what I will do.

[BarraMarra]

if i know a cover will be removed i will put marks on screw heads or Nuts like a timing mark on an Engine, not big it will be recognized only by you. Check mileage on leaving the bike then recheck before you leave the garage ie workshop if there are a few kgs extra you know its been used apart from a test run.

[bunnydrops]

1 minute ago, OneMoreFarang said:

That is certainly what I will do in the future.

 

I guess my problem is that I associate the KTM brand with quality and quality service. I am sure in more civilized countries above wouldn't happen. I shouldn't have assumed that KTM service in Thailand is on a high quality level.

Many years ago, I brought my VW in to have the clutch adjusted at a dealership in Seattle. I usually did it myself since it was so easy. There is a large wingnut that you turn to tighten but it was frozen and I couldn't get it to turn so I brought it in. They came to me and told me I needed a new clutch. I started to drive it home and the thing could hardly move. I crawled under the car and saw they had turned the nut out, I turned it back in and the clutch was fine. I went in and with other customers there told them exactly what they did and they were crooks and left.

[NanLaew]

2 minutes ago, OneMoreFarang said:

That is certainly what I will do in the future.

 

I guess my problem is that I associate the KTM brand with quality and quality service. I am sure in more civilized countries above wouldn't happen. I shouldn't have assumed that KTM service in Thailand is on a high quality level.

There's no reason to think that there's a higher standard and more consistency across registered motorbike dealerships and workshops than there are with their counterparts in the car and pickup business.

 

My experience between two vehicle dealerships in separate provinces here has been a bit 'chalk and cheese' but the one that was poor became good as mechanics came and went. I also hear that all their Phuket and NST dealerships are rubbish as they are all owned by the same family. It's a bit like private schools in that regard where good teachers will follow the good money. If a dealership (school) doesn't reward a decent mechanic or shop manager (teacher or administrator), he/she walks.

[Toolong]

If it was me in the same situation, I think I would not be able to resist feeling compelled to - at the very least - go back to the apparent cowboy outfit , and as politely but straight-forwardly as possible, just state your concerns, showing - if necessary - the pictures your other party showed you & what they refer to. If they don't exactly react in the most contrite way, mai pen lai, but let it go. Smile, walk away....and 'take the high road'.......so to speak. 

No big confrontation required at all. 

 

You'll feel better for having done it and your bike's future maintenance better assured by never going back to that particular 'authorized' dealer. 

 

[FritsSikkink]

Now too late to do something but maybe for next time. I have heard stories from the Netherlands where car dealer staff, replace perfectly good parts for new ones and the staff kept the replaced items for their own use.

Before paying and leaving the shop ask for the parts that they replaced, technically they are yours.

If they used them for themselves, this would create a panic as they wouldn't be able to give them to you right away and you know you are getting played. Escalate that with the manager of the shop. 

[novacova]

1 hour ago, OneMoreFarang said:

Is it that easy?

If the valves are bad adjusted, then it might be possible to hear that. But probably only if one has experience with exactly that bike how it should sound.

When I was young, I did a lot of work on my bike myself at home in a nice garage with lots of tools. Now, in a condominium, I can't do that anymore. And I am also not so keen anymore to do that kind of work. It's nice to have an experienced mechanic or shop who we can trust.

 

I don't have the time and patience to stand behind them all the time and look what they are doing.

And I know also their perspective. It's no fun to work with someone looking over your shoulder all the time.

I personally never hover over other people’s work, though if anyone is going to work on any of my vehicles, it’s an imperative they have my confidence and they need to know I’m aware. I wish you the best with this and hope it’s rectified.

[problemfarang]

my experience and also things i heard from other people about this kinda story is actually different.

if you took it to service at an authorized service center accidents or likewise things are really rare. especially for bikes. you also mentioned about a changed part. most authorized services give you the changed part. do you have it? btw sorry about my english but by authorized service do you mean like.. for example you have honda did you go to HONDA? the things other service explained to you make me believe you didnt take it to HONDA. but like another big service place? the errors you are mentioning are serious and yes we know thailand but easy to prove that they made a mistake. the problem is time here. how long is it the light warning started since your service? because the other service told you the valve setting is not correct which you should understand it not too long. and the bike should warn you no too long too. you should not take it to other service but to the same service because now the first service will not accept any paper work from them. 

 

now i know its funny to you but.. have some questions.. are you sure you didnt dropped the bike when you are drunk? or anything like that? because the things you describe can be only in fast driving accidents. not small hits or drops when changing oil.. i dont think they take the bike for a test ride like cars.

 

i hope you can solve the problem

 

[OneMoreFarang]

37 minutes ago, problemfarang said:

my experience and also things i heard from other people about this kinda story is actually different.

if you took it to service at an authorized service center accidents or likewise things are really rare. especially for bikes. you also mentioned about a changed part. most authorized services give you the changed part. do you have it? btw sorry about my english but by authorized service do you mean like.. for example you have honda did you go to HONDA? the things other service explained to you make me believe you didnt take it to HONDA. but like another big service place? the errors you are mentioning are serious and yes we know thailand but easy to prove that they made a mistake. the problem is time here. how long is it the light warning started since your service? because the other service told you the valve setting is not correct which you should understand it not too long. and the bike should warn you no too long too. you should not take it to other service but to the same service because now the first service will not accept any paper work from them. 

 

now i know its funny to you but.. have some questions.. are you sure you didnt dropped the bike when you are drunk? or anything like that? because the things you describe can be only in fast driving accidents. not small hits or drops when changing oil.. i dont think they take the bike for a test ride like cars.

 

i hope you can solve the problem

 

Just a few answers:

KTM bike, authorized KTM service center.

I did go back to the problematic place. With a red oil pressure waring lamp on. They told me they don't see any problem, I should come back if I have a problem.

No, I didn't drop it while drunk. I might ride after one or two beers, but definitely not drunk. And the cover is visibly scratched like it was pulled or pushed over a street. A simple drop doesn't leave scratches like that. And I also never work up one morning and thought: Where are all those scratches on my body from. ???? 

[papa al]

8 hours ago, Agusts said:

Check the VIN number to see if it's your bike , maybe the switched and gave you a different one ...!!!?  ????????

Yes, that's prolly it.

[thaibeachlovers]

Happens all over. Not in Thailand, I had to take my car to a never used before garage for a warrant of fitness and they said I needed a new part on the suspension. I suspect they made that up to get a bit extra money from me, but had no choice if I wanted the warrant in a hurry ( it was overdue- my fault ).

Of course there is no way I could prove it, and I didn't have the option of taking it to my usual garage.

[VocalNeal]

14 hours ago, OneMoreFarang said:

There are scratches on the engine cover.

Or it is a completely different engine????

[bignok]

Boring topic

[OneMoreFarang]

8 minutes ago, VocalNeal said:

Or it is a completely different engine????

In theory, it could be. I could check the engine number.

But then, someone could take all the parts out of one engine and replace them with the parts of a similar engine.

How far do we have to go to make sure there is no fraud?

 

Sometimes it is nice when we can just trust companies to do the right thing.

[VocalNeal]

How many miles on the bike. One could wonder why the rear pads needed replacing and not the front.????

 

If the bike is OK now and rides OK then simply move on. Life is too short etc.. 

[Andre0720]

Well, you already know.

Everything in this culture supports irresponsibility.

Dishonesty is not seen as a bad trait.

Then a lie will follow: 'Not happened here' they will claim.

And if one complains further: Moving on to the 'defamation law'.

Until you give up...

[Lacessit]

IME authorised service centres are money machines who are mainly interested in how much they can extract from a customer's wallet. 

 

For years now, I have had two independent mechanics in Chiang Rai. They keep my car and scooter in perfect running order, and cost considerably less than a service centre.

 

 

 

 

[Andre0720]

21 minutes ago, Lacessit said:

IME authorised service centres are money machines who are mainly interested in how much they can extract from a customer's wallet. 

 

For years now, I have had two independent mechanics in Chiang Rai. They keep my car and scooter in perfect running order, and cost considerably less than a service centre.

 

 

 

 

Fully agree.

My experience also.

And in addition, they will sometimes hire as a mechanic, any kid, with little experience....