Suzuki dealership parts department fiasco

[Blueandorangefish]

So I am in the area of the only Suzuki dealership in the valley, which is the largest suzuki motorcycle sales/service dealership in the state, and decide to stop in to see if they might have a couple of parts I need. I head back to the parts department and one of the people behind the counter asked to help me. Our conversation went somthing like this:

Clerk: Hi, can I help you?
Me: Yes, I'm looking for a couple of parts for an '83 Suzuki GS550E.
*Clerk turns to the computer screen and starts clicking the mouse trying to bring the bike parts list up. click...click...click...click...click...click...click...click...click...click...click...click...click...click...scowl...
click...click...click...click...click...click...blank stare... click...click...click...click...click...click...click...click...click...click...2 minutes and counting...
Clerk: What year was it?
Me: 1983
click...click...click...click...click...click...click...click...click...click...click...click...click...click...pause...
click...click...click...click...click...click...click...click...
Clerk: What model?
Me: GS550E
click...click...click...click...click...click...click...click...click...click...click...click...
*5 minutes elapsed*
Clerk: Okay, what do you need?
Me: First I need a petcock, and I also need a valve cover gasket.
*Mistake #1: I admit my mistake in not calling it a cylinder head cover gasket.*
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...pause...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...
Clerk: What part of it do you need?
Me: The whole assembly. Mine's 25 years old an really not in useable condition.
Clerk: Okay...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...
Clerk: What else did you need?
Me: Valve cover gasket.
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
pause...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...scowl...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
Clerk: Which side do you need?
Me: What do you mean which side?
Clerk: *sigh* Do you want the left or the right one??
Me: There isn't a left or right one, it's one gasket?
Clerk: Are you sure? *scowl*
Me: Yes
*3 more minutes of clicking, then she stops and just stares at the screen*
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
Clerk: Is it round?
Me: No, it's a very irregular shape.
Clerk: *scowl* What's a valve cover?
Me: It's the cover over the camshafts that sit on top of the head.
*more computer screen staring*
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...
click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...click...pause...click...click...click...
click...click...click...click...click...click...
Clerk: Is this it? (turns the screen around to me)

Me: No..
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...
Clerk: *starting to get snippy* I guess I don't understand what you want.
Me: Look, there's two cam shafts that sit on top of the engine that drive the valves. There is a cover over the top of them. I need the gasket that sits between the cover and the head. It's all one piece.
Clerk: *SIGH!!*
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...pause and stare... click... click... click... click... click... click... click... click... click... click... click... click... click... click...
Mistake #2: Me: Also, could you pull up the p/n for a petcock from an 84-86 GS550E? They work as well, but more of them were made across more years for my bike, so there's a better chance of you having one in stock.
Clerk: Hold on.
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...
Clerk: Is this the part? (turns the screen and shows me the right gasket)
Me: Yup that's exactly what I'm looking for.
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...
Clerk: Okay, you wanted a part from a different year?
Me: Yep. The part numbers are slightly different but they both work in my tank.
Clerk: I don't get it.
Me: As far as I know, the only difference is they have a different knob on them that makes the valve easier to operate. Either way, I know it will work.
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...long pause and stare... click... click... click...
Clerk: I don't see your model for any other year.
Me: Then it will be under ES, ESD, ESF, ED...something similar
click... click... click... click... click... click... click... click...
Clerk: An ES?
Me: Yup
click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click... click...
Clerk: Okay, found it. We don't have any of your parts in stock.
Me: How long would it take to get it?
Clerk: 7-10 days
Me: What's the price?
Clerk: $80 for the petcock, $20 for the gasket.
Me: Okay, thanks anyway, but I'll just order them online.
Clerk: *scowl* Why would you do that?
Me: Because it's cheaper and I can get it faster and delivered to my house.
Clerk: But you have to pay shipping.
Me: No, I don't for this.
Clerk: Yes you do.
Me: *now getting a bit impatient* No. The company I will be ordering from will ship this specific order for free. Plus, you're all the way in the middle of nowhere and it's a 30 minute drive to get here.
Clerk: Oh, okay. *turns around and walks off shaking her head*

 

[seuadr]

wow man. was it her first day or something? at the stealership around here, when i do need something fast, they can find the part fast. of course, there is 1 idiot there, which is why i look up the part on their fisch first and call to make sure they have one before i show up.. they love it, cause they just have to go fetch the part!

 

[Craiger]

Wow, dude. I don't know how you lasted that long. That would have been extremely frustrating. I think they need to be told how incompetent one of their parts people is. You probably weren't the first and certainly won't be the last victim.

 

[Guest]

First time I went to my Suzuki dealer here:
Me: HI, I need some parts on a '79 GS850
Clerk: OOOh, a shafty!!! Great bike!, Wich ones you need?
Me: (went on to list my parts)
After 7 clicks or so he had all my parts figured out, answered about 10 other questions from other employees at the same time, went on also about mods I should make to electricals, seal airbox, etc...Then he told me most of these you can order online to save money. The heavy stuff, I buy there (tires, oil, battery etc...) and the occasional '' OOOps forgot that one part''. He gets it within 3 days. Knowing I will pay 25% more, on a $7.99 item, not a big premium for honesty and supr service.
The guy was about 25 or 26 years old.
I was impressed.

 

[earlfor]

[quote=Blueandorangefish
click...click...click...click...click...click...click...click...click...click...click...click...click...click...scowl...
click...click...click...click...click...click...blank stare... click...click...click...click...click...click...click...click...click...click...2 minutes and counting...
Clerk: What year was it?



That pretty much mirrors my experiences with them. I've had them ask me what bike it was five times within the space of three minutes. Hell, with a memory that short, they wouldnt remember finding the part if it bit them in the ass. LOL No more. If I must go to a dealer for a part, I go online and look up the part number to give to the clerk.

Earl

 

[Pete Logan]

Don't worry guys - get a GMC G35 van and try my local dealer.

Spark plugs. 1/2 hour to find the part number - 6 weeks delivery

My Indy in Finland has them on the shelf

 

[Blueandorangefish]

Actually, I omitted the part where she decided that the new software that she was using wasn't working (what she was using was essentially identical to bikebandit.com OEM parts software). What I thought was the funniest part of the whole thing was how shocked she was that I would consider going online. I believe her statement was "Wow, well I'd sure hate to lose your sale."

I'm a fairly patient person when it comes to being helped by someone who is working with new software. I truly understand how frustrating it can be to navigate it. This, however, was like watching someone take the IQ test on the movie Idiocracy. If you haven't watched that flick, do so and you'll see exactly what I mean. BTW, she's been there for years. I'd be curious to find out how well the manager qualified her before sticking her into a parts department.

This dealership is well known for incompetence. The PO of my bike got the tires mounted there. Wouldn't you know it, they have a leak somewhere, but none of the other motorcycle shops in town will touch their work because of liability issues. So my choice is to just keep filling up the tire or buy a new set and replace a perfectly good set of Pirelli's. They also did a tune up of the bike right before I bought it. I'm not sure if it was a tune up or tune down.

 

[Blueandorangefish]

Wow, dude. I don't know how you lasted that long. That would have been extremely frustrating.

It was a mixture of me being in a good mood and the fact that it was actually pretty funny. Once I saw how simple the software was that she was using I had trouble not laughing the rest of the time I was there. They are smart enough there to hire hot girls to work the checkout area, so I had something to do while I was waiting.

 

[wolfman]

Sounds very similar to our experience with them! Maybe we had the same clerk. I'll let John tell you all about it since I walked out

 

[groundshock]

I went into my local Zuke dealer on friday for a new helmet, and while I was waiting for the girl to go in the back and get the right size, I struck up a conversation with the parts guy.

Asked him if they still carried parts for 'that old jalopy out there'.

He looked and said, "80-ish 750 L model GS?"

After I picked my jaw up off the floor, I said yeah, how did you know?

"Been doing this a long time, son"

Asked him if he knew where I could get some new tank emblems for it, he says 'hold on', walks in the back room and no more than 15 seconds later comes back with 2 brand new tank emblems for it.

Couldnt beleive it. Guy went on to say that the old GS's were the last time Suzuki made a 'real' motorcycle, etc etc etc.

Great guy, will go back again.

 

[earlfor]

LMAO I'll have to remember that one. Yeah, the work in that place is so bad they only do tune downs

Earl

 

[wolfman]

I absolutely hate that place! I went in to get some rubber spacers for the tank. When I got my bike it didn't have any. I told this, "I need the rubber spacers for the tank on an 83 GS850L." She showed me a picture. It was for a Honda. I said it is a Suzuki. She showed me another picture and it was the wrong tank (mine has 2 bolts under the seat the picture had only 1). I said, "the front is right the rear isn't. Mine has 2 bolt holes."
Her: how many?
Me: How ever many their is on the bike. I don't have any.

My kids were with me and my wife was letting the look at the helmets supervised of course just trying to keep them out of my hair so I could get this done. The girl comes from around the counter tells her that if they drop it I buy it.

I then tell her I need a repair manual
Her: what year
Me: 83 GS850L (weren't we just looking up parts)
She starts looking in the Honda price guide
Me: it's a Suzuki (real slow like I was talking too someone who might not understand English)
Her: I have to order it
Me: how much?
Her: $34
Me: I'll just order it online
Her: with shipping You will pay more.
Me: when will you have it in?
Her: tomorrow
Me: Ok, it will be faster

So I pay for it and a week later they called to say my parts were in. I go down and she didn't know what part it was so she had ordered me both kinds (the one for the single bolt and the one with 2) but she only ordered 1 of each.

I was ****ed! I said this is the wrong one and there should have been 2 of each any way. Isn't there 2 on the bike.

So they made me order them again I told them since it was their mistake they should pick up the tab and with gas $4 a gallon they should ship them to me. They did ship them to me but I had to pay for them.

I have been in there a couple other times and come out ****ed every time
I figure if I have to order them I 'll just order online. Sound familiar?

 

[seuadr]

I absolutely hate that place! I went in to get some rubber spacers for the tank. When I got my bike it didn't have any. I told this, "I need the rubber spacers for the tank on an 83 GS850L." She showed me a picture. It was for a Honda. I said it is a Suzuki. She showed me another picture and it was the wrong tank (mine has 2 bolts under the seat the picture had only 1). I said, "the front is right the rear isn't. Mine has 2 bolt holes."
Her: how many?
Me: How ever many their is on the bike. I don't have any.

My kids were with me and my wife was letting the look at the helmets supervised of course just trying to keep them out of my hair so I could get this done. The girl comes from around the counter tells her that if they drop it I buy it.

I then tell her I need a repair manual
Her: what year
Me: 83 GS850L (weren't we just looking up parts)
She starts looking in the Honda price guide
Me: it's a Suzuki (real slow like I was talking too someone who might not understand English)
Her: I have to order it
Me: how much?
Her: $34
Me: I'll just order it online
Her: with shipping You will pay more.
Me: when will you have it in?
Her: tomorrow
Me: Ok, it will be faster

So I pay for it and a week later they called to say my parts were in. I go down and she didn't know what part it was so she had ordered me both kinds (the one for the single bolt and the one with 2) but she only ordered 1 of each.

I was ****ed! I said this is the wrong one and there should have been 2 of each any way. Isn't there 2 on the bike.

So they made me order them again I told them since it was their mistake they should pick up the tab and with gas $4 a gallon they should ship them to me. They did ship them to me but I had to pay for them.

I have been in there a couple other times and come out ****ed every time
I figure if I have to order them I 'll just order online. Sound familiar?

i hit the local hardware shop and got peices of rubber hose. worked like a charm. there are good people at my dealership. i try to go through the one guy at the dealer that said " no one works on my bike but me, unless i can't do it, and then i'm there when whoever does it does it. " he's good. there is a woman who knows parts real well there also and seems to have been there for a while. everyone else gets a part number and i look at the schematic before they go to get anything.

 

[SqDancerLynn1]

The bestway NOT to have problems is do some research on line. It is very easy to get the part #s. Then just go to the dealer if needed & give them the part #s. Makes things much simpler

 

[Blueandorangefish]

Sound familiar?

Holy cow!! I know you're probably still miffed about it, but you have to admit that it's so rediculous it's funny. I have to say I laughed through the entire story because I'm about 99% sure we had the same person help us, and I was picturing her torturing you with her service.

 

[wolfman]

LOL! Her name was Brenda. Her name tag said she was the parts manager :-? When I complained about her, they were shocked! They told me "she knows her stuff" LMAO!!!!

 

[Blueandorangefish]

I didn't get the girl's name that helped me. I was too busy keeping my attention on the ongoing train wreck.

 

[Blueandorangefish]

I got a bit irked dealing with Bikebandit.com today. They've been sitting on an order for just shy of a week. Before I ordered my new petcock I asked for an assurance that it wouldn't take that long before they shipped it. The customer service rep got a bit snippy with me, so I decided to check around locally a bit more. I started calling around town and eventually found a suzuki dealership 20 miles up the I-84 in Caldwell, ID that actually seemed competent. I was able to order the parts that I needed, for the same price as bikebandit.com, and they said it would be there in 3-5 days. All I have to do is foot the 1.5 gallons of gas it will take to pick up the part and I could be riding again by this weekend!!

 

[skreemer]

Here's a fun one. For Suzuki parts I go to my local Honda dealer. The woman behind the parts counter has been riding and wrenching on her own bikes for more than 20 years. In that time she's owned a few GS "L" models. If any of the parts counter monkeys has a hard time looking for something she'll ask the person to wait and then look up the part herself usually within a few seconds.

For major parts and tires I'll usually hit up ebay or soemwhere else. For incedentals like oil, o-rings, the occaisional special bolt, or levers, I always went back to that shop.

Now I've moved away from there and have a new shop to deal with. A couple of their sales guys and one service guy will talk to me. Their parts counter folks look at me like I just landed from mars and asked for rocket parts. Though this place is a combo harley/suzuki store... they have on hand 7 or 8 suzuki cruisers and 4 or 5 sport bikes and about 50 harleys...

 

[Calvin Blackmore]

well it is sad that so many mouses have to die by over-cliking
alas
I recall once upon a time 15-20 yrs ago going to a GMC dealer to get a part for the injectorsa on my truck

no one in the parts dept new SFA about anything
all clicks
er um
touch screen touchings


oddly I have had great luck with the local Suzuki dealer in fre NB
no bad attitude and a real effort to find parts
esp the OEM main jets which on the fiche were the mains for US models not Canadian

they ordered the US ones and when I said these are too samll these are not the ones in the bike they re ordered.

these folks are at the mercy of the system just as much as you or I

hell if an expewrienced parts person with in depth knowledge that spans our bikes life spans could be found he woould absconded with Enron funds or be doing something consistent with his intellect and recall powers

gosh how old would one be
say yah start in 75 as a 20 yr old all keen and knowledgeable
that would make yah 54 now and by god if you progressed in intelligence and skill there is no gd way you would carry the arcana of old bilkes forever and most certainly not give it away.

give the kids in parts places a break

do you expect the fast food or even normal restaruant crew to be cordon bleu trained
BAH