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Discussion Starter #1
My GF and I Finally got to go out on our MY19 Dragsters, after the first service at our nearest Dealer.

Less than 30 miles into our ride and the engine management light comes on (on my bike), showing an exhaust valve malfunction. We both stopped, got off and carried out a visual check. Nothing untoward seen, except both bikes were leaking fluid from the right hand side of the cylinder head. This leak had meant to have been addressed by the Dealer, under warranty, by installing a new 'O' ring.

Back on bikes and rode home.

Not the end of the World, you may think? Well let me explain........

When I got my bike back, after the first service, I had to drain approximately 300ml of oil out of the engine because the Dealer had overfilled it. Luckily I had picked the bike up from the Dealer, in a van and had not run the engine, before removing the excess oil.

The Dealer had my GF's bike for 3 weeks whilst they removed the exhaust to have it re-cerakoted, after cracking had appeared on the 3 exhaust tails (they had arranged the original cerakoting to be done for us). She had not asked the Dealer to do this, as the bike was there for the first service and repair of the cylinder head leak only. Great customer service we thought.................. Well it would have been, if the they had not reinstalled the exhaust with a finish on the 3 tail pipes that look like a 3 year old had carried out the work and damage to the silencer box. None of this had been reported to my GF before we rocked up in a van to pick it up.

On the way home, after picking my GF's bike and not haven ridden mine since the service, we had decided that we would never use this Dealer again......we had not anticipated the results of the first ride out after the service.

Should we 'bite the bullet' and use the same Dealer again, or use another Dealer (the next nearest one is 2 hours away)?
 

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. . . Should we 'bite the bullet' and use the same Dealer again, or use another Dealer (the next nearest one is 2 hours away)?
I am so sad (and angry) to hear of that.

I would ask to see the Dealer Principal and discuss your concerns with him. During that conversation I would float your intention to relay your experiences to MV Agusta Customer Service ( [email protected] ) should proper reinstatement of your bike not be effected. Either way, given this is a warranty matter, I would be inclined to advise the factory of your problems under the banner of passing on customer experience to improve the product.

My first inclination is to use another dealer altogether, but the risk is that in doing so, you effectively have to 'criticise' the original dealer, which in turn, could start you off on the wrong foot with the second dealer. Cheers.
 

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My advice would be to speak to the dealer principal and explain your concerns .... and give them a chance to rectify.

Personally, I have used 3 dealers - ironically the only good one (Forza Italia) is closed as was one of the shitty ones.

The other still trades and as other members seem to have had a more positive experience, I will not name and shame.
 

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I am rather less understanding about such a fundamental issue. Two bikes, two stuff ups.

These are simple tasks. If that is how they treat you on basic maintenance, one would wonder how they would approach a major task.

I would only use them for supply of parts. Their workshop would not be getting my business.
 

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I am rather less understanding about such a fundamental issue. Two bikes, two stuff ups. . .
Accept your opinion, but both @Hawk and I are not necessarily sympathetic to the dealer, but express our view as a matter of protocol to escalate the issue to the dealer prior to any further action.

This will remove the oft' used deflection and escape clause: 'Well, why didn't you return to the dealer with your problem,' or worse still: 'The dealer knew nothing of this.'

Sometimes it takes a long route to maintain the upper hand.

Totally agree with you that I would not use the dealer after this step. How could any owner trust them again? Nearly half a litre overfilled with oil? WTF?
 

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Being just 45 minutes ride from Cambridge this is concerning for me. OK my bike's out of warranty and I do all my own servicing - but if I was to come up against something super-specialised then I would want to use an approved dealer to sort. Would you PM me with the name of the dealer of just tell me if you went east of west?

My approach to rectifying the faults would be exactly as @nigelrb says - meet with the man who runs the business and explain very dispassionately what the problems are. I would also ask how he feels about the service you have received and what he would expect if he was in your situation. Are they the supplying dealer?

There are many forms of pressure you can bring but I would strongly advise to only start down that road if you cannot motivate your dealer to fix things because they see it is in their interest going forward.

Good luck with it all, interested to hear how it goes.
 

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Discussion Starter #7
Being just 45 minutes ride from Cambridge this is concerning for me. OK my bike's out of warranty and I do all my own servicing - but if I was to come up against something super-specialised then I would want to use an approved dealer to sort. Would you PM me with the name of the dealer of just tell me if you went east of west?

My approach to rectifying the faults would be exactly as @nigelrb says - meet with the man who runs the business and explain very dispassionately what the problems are. I would also ask how he feels about the service you have received and what he would expect if he was in your situation. Are they the supplying dealer?

There are many forms of pressure you can bring but I would strongly advise to only start down that road if you cannot motivate your dealer to fix things because they see it is in their interest going forward.

Good luck with it all, interested to hear how it goes.

We went East (A14) and they are the supplying Dealer.
 

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Discussion Starter #8
Thank you all for your feedback.

Fortunately I have left this in the hands of my GF to deal with, as my tolerance levels of such incompetence is very low and I have an unfortunate trait of saying things as I see them :surprise: My GF is much more personable 0:)

I will pass your feedback to my GF tonight and see if we can formulate a sensible plan.

We will keep you posted.
 

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OK my bike's out of warranty and I do all my own servicing - but if I was to come up against something super-specialised then I would want to use an approved dealer to sort. .
Personally I wouldn't take my bike to any MV dealer in the UK - ask on here and you will find a specialist.


Only IF there was a need to MV diagnostics and none of the specialists had access (which I'm sure a few do) would I go to a dealer.


In which case, I would canvass opinion on here, hire a van and drive as far as I needed to.
 

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Take it to other dealer. It's probably better to not waste any energy on this.
 

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I guess the pain is that you've two bikes under warranty and need to follow procedure otherwise I would get a shop that works with a first class mechanic. Also giving a second chance to the shop is always recommended.
I use most of times an official Suzuki mechanic and never had a single issue and he always mention that MV is a simple bike to work but in my opinion it's the mechanic professionalism that makes the difference.
 

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Discussion Starter #15
Update (short & sweet)

GF emailed Dealer. Both bikes picked up within two weeks of email, on a Saturday morning. Bikes returned following Friday evening. Following Sunday (just gone), 100 mile trip out and what a joy it was.

Conclusion;
1) no more leaks from cylinder head on either bike
2) exhaust malfunction, gone
3) GF exhaust re cerakoted, for the third time (unfortunately an area of 15mm x15mm of cerakoting has come off the back box silencer (not Dealers fault), looks like coating not taken on metal (possibly grease)
4) no response or mention of the overfilling of the engine oil from the Dealer (let sleeping dogs lie)

Generally we are both happy with the outcome, time frame taken and most importantly we are very happy with our bikes again.
 
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