It would be best if you complained to the dealer. There is no such thing as the perfect dealership technician. Many customers seem to have difficulty with that. The problem is the statement is 100% true. Every business in the world makes mistakes although it is common for customers to cycle amongst dealerships over perceived wrongs. Dealer A loses a customer over a mistake and then gains a customer from Dealer C because the Dealer C customer will no longer deal with Dealer C over a problem that occurred there. I realize many customers don't relate to that but an honest dealership wants to know about its errors. If customers don't say anything the dealership most of the time will never know an error occurred.
Think about this: if a dealership turns out 5,000 repair orders a year it is virtually impossible to have zero mistakes. Impossible. Human beings simply are not that talented. What is important is how a dealer goes about correcting its mistakes.
Now it is possible the tech doesn't care enough about his job but it is important the dealership know about that type of attitude. It is also possible the technician simply made a mistake. Another possibility is the tech may need further training or possibly need to purchase additional tools. Or, all of the above. None of this will be discovered if you don't say anything. It hurts you, it hurts the dealership and it hurts other customers if it is anything other than a simple mistake.
In my opinion here is the best way to handle the issue. Most importantly you want to know if you're dealing with an ethical dealership. So you go back and don't display anger. Explain the bike was just worked on and you feel something is wrong with whatever and if they could please look at it. And then say nothing more. Observe how the dealer is handling the problem. Are they trying to stonewall you without reviewing the problem? Or, are they getting a tech to take a look at what's going on? Sometimes it will be an additional legitimate problem but usually if an issue crops up immediately after being worked on it's typically repair-related. But if you deny the dealer the opportunity to show his/her true colors how will you know you're dealing with someone who actually cares or not? To put a positive spin on it you might actually be able to get an idea of how ethical the dealer is especially when dealing with an unknown dealership.
Just look at your place of employment. Every single fellow employee and the owner have made mistakes within that business from time to time. As have you. A dealership is no different. How the store takes care of the problem is key in whether you feel you want to continue to deal with them or not. Obviously this would not apply to a business and/or an individual who are busy with mistakes day after day.
Old But Not Dead
As far as the Kawasaki dealer? He needs to be fired.
Old But Not Dead
In addition, if you have a tech that is that fast and can also produce the same level of quality, impossible for most folks, he deserves to get paid the 12 hours. Why? Why be that fast and that good in order to make less? It doesn't equate.
Given the power of the internet I believe bloggers have a responsibility to put out quality information. You happened to have a faulty repair. So you blogged about it. If every single dealer makes mistakes and every single dealer has negative comments about them just who are you supposed to deal with? People have an absolute right to blog. However, when you blog you are now the news source. With that should come the self-imposed responsibility of providing valid and accurate information. Would you want NBC just spouting off about different things without verifying sources and accuracy? You just hope the blog has been handled in a responsible intelligent manner. Part of that includes the dealer response and how they handled the error. This usually does not occur. What happens is you hear one-side of the story. If you're beginning to conduct business with a different dealer how are you verifying they have never committed a mistake?
I'm sorry but I need to stand by my original comments as I believe them to be fair to both parties. The offending dealer needs to know about its mistakes. An ethical store will work to ensure future work hopefully doesn't include the exact same error by the same tech. Either through further training, a technician attitude adjustment or by the loss of employment. Very difficult to know about customer issues if the customer chooses to remain silent. Sounds like a reasonable stance to take and might prevent a customer from getting hurt in the future.
How does your employer handle mistakes?
Hey "Billy", thanks for some very astute comments r.e., dealer maintenance & repairs. 1st, you might want to give us some tidbits for your profile-always nice to put at least a small "face" on others.
As a retired guy that was a tech in the past, I will add this to your comments(which are spot on): many/most dealers maintain that distance between the techs and "John Q. Public" that results in an insurmountable space for even those amongst us that actually have tech knowledge/experience & the result can be, in spite of honest dealings in a lack of real communication. It's a hard nut to crack too because we all know the guy in the shop is trying to make a living back there. Another common factor is the service writers are often lacking in tech knowledge themselves being a "sort of" go between.
Here's looking forward to more of your valuable input here,welcome!
"If I had my life to live over, I'd dare to make more mistakes next time...I'd relax,I'd limber up... I would take fewer things seriously...take more chances... take more trips...climb more mountains...swim more rivers...eat more ice cream." Jorge Luis Borges at age 85.
Just to underscore the point about getting the most up-to-date maintenance schedule from the dealer, if you follow the link posted earlier in this thread to A&S Cycles and click on the link for the R1200RT 20,000 km schedule, you'll find that it's a version that calls for the generator belt to be replaced every 60,000 km. That schedule on their website was superceded a while back. The maintenance interval for the generator belt is now every 40,000 km, or every six years. That's just one simple example of things you find on the net, even on BMW dealer websites, not necessarily being up to date.
2015 R 1200 GS Adventure