Is it really that hard to order parts?

[kaia]

(a bit of story time, venting, confusion)

I've had my FJ-09 for just over a year now, and unfortunately, been through the ringer with an accident. I love the bike - it does everything I want from it, and fixing / upgrading it myself has been a pleasure compared to other (less fun to work on) motorcycles in the past. Over the first month or so that I had it, I replaced the tail-light with a nice LED one, got rid of the crazy huge license plate / turn signal hanging off bracket, replaced grips (with factory heated ones), added a topcase, added a new windshield, re-covered / upholsetered the seats with SeatConcepts, and even added the DZell handguard LED lights.

 

Then an accident on Feb 6, 2019, where I was hit by another motorcycle. That's another story - except for part where the bike had to go into the local shop for insurance covered repairs, which is where this diatribe starts.

The local shop to me (which I'll leave unnamed) is a authorized Yamaha dealer (as well as Honda, Zero & Kawasaki). They took in the bike for the insurance workup, and gave me estimates that were reasonable. The insurance company agreed to the work within a few days, but the shop had a strange policy -  they required met to pre-pay for the parts that were to be ordered.

I should have known then that something was up.

 

Edited November 5, 2019 by kaia

[kaia]

Now, don't get me wrong, the cost of the parts was not the issue - being a Yamaha, the parts were only about $1200, with about the same amount of labor. I had been in a similar accident a few years back on a KTM 950, and the insurance scrapped the bike because (among other very high priced parts) the fuel tank had a scratch and it was almost a grand for a new one.

The work was to replace the two right front fairings, the headlight lens, radiator, radiator hoses handlebars, hand guards, and a few other misc parts. Seems like a lot, but the accident was a high-side at about 25-30 mph, and i walked away with barely a scratch. mostly cosmetic damage and light scratching.

I paid the up-front parts cost, and was told it would be max two weeks, mostly due to shipping speed.

Two weeks came and went, during which I had to rent a car to get to and from work. The insurance company covered two weeks of rental, and as I was expecting to get the bike back on time I returned the rental at the end of the two week period.

The shop hadn't called me for updates, so I called them - only to find out that they parts order hadn't gone out until a few days before, and some of the parts had to come from Japan, so it might be another two weeks. uhhh what?

I figured that mixups happen, and didn't get too angry. I stressed to them that this bike was primarily a commuter bike and I needed it back as soon as possible.

 

[kaia]

Two more weeks go by, and nothing. No word from the shop. I called a few times but never got a definite answer as to when it would be done. At this point, I'm begging and borrowing cars from family and friends just to get to work so i don't lose my job. 

Three weeks later - I call again, asking to talk to the manager. I get the word that the last of the parts finally came in, and they'd start working on my bike now. WHAT? you're just starting now? They had the bike sitting in their shop for 5 weeks, and hadn't done a single thing?

I said goodbye and hung up before i exploded on them.

[kaia]

Finally, SEVEN WEEKS after dropping my bike off from the accident, I finally get the call (the first outgoing call from them) that the bike is ready for pickup. AMAZING. I get a uber over to the shop with all my new moto gear (also replaced by insurance, which i'd already had for 5 weeks) and see how they've done.

first off i notice that the handlebars aren't straight, like not at all. when i try to "bump" them back into straight, they adjust by 30 degrees or more - the triple clamp bolts are not even tight. I get a mechanic over and they fix it, test ride it to make sure (didn't they do that before?), and i do a quick once-over noticing all the new parts and making sure they didn't miss anything.

Paid and leaving, I start to head home in the 110 degree heat, just trying to get home before i melt. Mirrors don't look right, or stay in place as if they're not tightened - hmm. Brake and clutch feel a bit off, but I can't tell why. Then i get onto the highway - and realize that the hand-guards are flopping in the wind! The entire left side isn't even tightened down! Both mirrors are swinging towards me, the left handgrip isn't glued / epoxied to the new handlebar, the seat feels loose...   and i'm just trying to get home at this point.

At home, the following list is taken down of stuff that was either not done, or done improperly:

• The hand-guards were not mounted properly, at odd angles, and not tightened to spec
• The left hand grip (heated) was not expoxied
• The mirrors were not tightened to spec
• The left control cluster (horn, lights, etc) was not attached to the handlebar at all and was free floating
• The rider (not passenger) seat was not put onto the bike properly, and fell off when the rear seat was popped off (not hooked in the front)
• The CF body panels near the seat had only 1 bolt (of two)
• The gas tank was missing the ONLY TWO BOLTS THAT ATTACH IT TO THE FRAME.
• I had installed aftermarket mirror extenders - which were not on the bike now.
• None of the wiring on the handlebars (or as it gets routed in / near the headstock) was managed in any way - all free floating (not even the factory rubber ties), and it was all twisted around each other in not positive ways.
• Three parts that I had asked to be replaced (which I thought I had paid for) that were not part of this accident were not replaced or repaired. 
• The hand-guard LED blinkers were removed and not reinstalled, even though the shop guaranteed that they'd have the time to do it. I was handed them in a tangle of wires. 

 

[betoney]

Its not entirely out of the ordinary to wait for a part from Japan.  Most parts I can get within a few business days at my local Yamaha shop but I have had to wait 5-6 weeks for a part that's not in stock to be shipped from Japan.

The reason that they (probably) didn't start working on your bike until the part came in is it would take up floor space in the service department and in some instances it would be double the work.  If they wait until the part comes in then they can do all of the repairs and be done with it in one shot.

[kaia]

(sorry for the lack of photos in this silly story - I was so fed up at this point that I stopped taking photos of the bike at all)

When I called the shop to figure out what had happened, and why they had sone such shotty work, they had no explanation. They said that the next time I came in for a oil change, they'd order and fix the things that they missed the first time, and not charge me for the labor. It took me almost two hours just to fix what i could of the things they missed just to get to work the next day. I did stop by the next day to get the mirror extenders, which were just sitting on the mechanic's workbench, ignored.

I didn't like the idea of bringing it in again when they had botched it up the first time, but I was willing to let them try to fix the situation. I had medium-high hopes that they could recover from such a bad service experience (maybe the tech that did the work was new or something).

I was so so very wrong.

[betoney]

7 minutes ago, kaia said:

Finally, SEVEN WEEKS after dropping my bike off from the accident, I finally get the call (the first outgoing call from them) that the bike is ready for pickup. AMAZING. I get a uber over to the shop with all my new moto gear (also replaced by insurance, which i'd already had for 5 weeks) and see how they've done.

first off i notice that the handlebars aren't straight, like not at all. when i try to "bump" them back into straight, they adjust by 30 degrees or more - the triple clamp bolts are not even tight. I get a mechanic over and they fix it, test ride it to make sure (didn't they do that before?), and i do a quick once-over noticing all the new parts and making sure they didn't miss anything.

Paid and leaving, I start to head home in the 110 degree heat, just trying to get home before i melt. Mirrors don't look right, or stay in place as if they're not tightened - hmm. Brake and clutch feel a bit off, but I can't tell why. Then i get onto the highway - and realize that the hand-guards are flopping in the wind! The entire left side isn't even tightened down! Both mirrors are swinging towards me, the left handgrip isn't glued / epoxied to the new handlebar, the seat feels loose...   and i'm just trying to get home at this point.

At home, the following list is taken down of stuff that was either not done, or done improperly:

• The hand-guards were not mounted properly, at odd angles, and not tightened to spec
• The left hand grip (heated) was not expoxied
• The mirrors were not tightened to spec
• The left control cluster (horn, lights, etc) was not attached to the handlebar at all and was free floating
• The rider (not passenger) seat was not put onto the bike properly, and fell off when the rear seat was popped off (not hooked in the front)
• The CF body panels near the seat had only 1 bolt (of two)
• The gas tank was missing the ONLY TWO BOLTS THAT ATTACH IT TO THE FRAME.
• I had installed aftermarket mirror extenders - which were not on the bike now.
• None of the wiring on the handlebars (or as it gets routed in / near the headstock) was managed in any way - all free floating (not even the factory rubber ties), and it was all twisted around each other in not positive ways.
• Three parts that I had asked to be replaced (which I thought I had paid for) that were not part of this accident were not replaced or repaired. 
• The hand-guard LED blinkers were removed and not reinstalled, even though the shop guaranteed that they'd have the time to do it. I was handed them in a tangle of wires. 

 

Damn, that is unacceptable.  Sorry to hear that. 

[kaia]

2 minutes ago, betoney said:

Its not entirely out of the ordinary to wait for a part from Japan.  Most parts I can get within a few business days at my local Yamaha shop but I have had to wait 5-6 weeks for a part that's not in stock to be shipped from Japan.

The reason that they (probably) didn't start working on your bike until the part came in is it would take up floor space in the service department and in some instances it would be double the work.  If they wait until the part comes in then they can do all of the repairs and be done with it in one shot.

I understand the wait time to a degree, but more than 2 weeks for a simple plastic part that can be fedex'd? 5-6 weeks seems insane to me, when I can (as a consumer, mind you) order something online that get shipped from Japan and see it on my doorstep a week later. From talking to them over the time they had the bike - the majority of the parts were there in 3-4 weeks, and there was one part that was taking a while (one of the small fairings, foreshadowing a later issue) that they were waiting on. why not do the hard stuff (replace the radiator, replace the engine side case cover that was damaged, wet & oily work) while waiting for a simple plastic part that is held on by two screws?

I think the part that irked me about the insurance repair job was not being kept up to date about it, then having them either not do things that should be done (like torque'ing bolts to factory spec), or mess up half the work they were supposed to do? There also seemed to be a lack of communication between the different departments - service seemed to thing the timeline was one thing, parts another, and the actual tech who was doing (or not) the work was on a whole different communication channel.

I had only had a bad (long) shop experience like this once before, (with a previous bike) but that was due to personnel, not shipping.

[norcal616]

Sometimes if it's just minor work like you listed, like replacing mirrors or body panels, headlights...I would rather do it myself/and with help from friends than to deal with dealerships and file claims on my insurance... 

As for pre-paying for parts for an insurance claim- ehhhh I'm running away from that dealership... 

[kaia]

The accident was the beginning of Feb, and we're now into May. It's northern CA, so it's now hot as hell. Riding is on an as needed basis, and I'm starting to notice some pain in my wrist that wasn't there before, a result of the accident. When i'm on the throttle (going up a hill or whatnot) my right hand was going numb. pins-and-needles shake your hand to get it to wake up kind of numb.

I start to see doctors and specialists, get lots of X-rays and MRI's, a nerve conduction test (that was TONS of fun) and find out... that I can't ride anymore. Something is up with my wrist (exacerbated carpal tunnel with a pinched median nerve or something, i forget the exact words) that is causing the numbness, I have to wear a wrist brace almost 24/7, and the kicker... it's no longer safe to ride.

Saddest day ever. 😡😭😤

 

So I do the only thing I can think of -- take the bike into the shop to get the stuff they didn't do the first time done right, get the bike all fixed up to sell. I need to move on, and buy something with 4 wheels to be able get to work.

I brought the bike back to them on July 31, 2019.

[kaia]

(We're almost done with story time, or at least i hope so..)

This time, i get smart. I call the dealership two weeks in advance, and send them pictures of all the parts that they need to order to complete the work. They confirm my photos and talk to the parts department.

Here's a list of the final parts, all from a previous owner's minor low side drop:

• Left side cowling, grey with Yamaha logo
• Left side upper cowling, mock carbon-fiber
• Left side engine cover 
• Two bolts to attach gas tank to frame
• Two panel bolts for mock CF panels between gas tank and seat
• New tires, whatever they have in stock

I drop the bike off, confirm the list of parts that match the parts list that I found online, confirm that the order is already placed (they got most of it ordered ahead of time, except for the left side cowling), and confirmed the tires. I stressed to them that this was a commuter bike and I needed it back asap. (I was still riding at this point, contrary to doctor's orders... the wrist brace fit inside my gloves, barely)

...

if you've been reading so far, you can probably guess most of what happened.

 

I started calling them every Friday, to get an update. I got the same message for weeks that they were waiting for parts, which I eventually just started to laugh at because it was so ridiculous. After a month, I canceled the insurance on the bike (which was a crazy amount, glad to not be paying that anymore) and submitted a DMV non-op to keep it legal without having insurance on it. A month after that, tired of borrowing other people's cars, I bought a truck. 

Last week, (Oct 25th) to my surprise, they said they were done. I was doubtful, but I drove over anyways, ready to load it into the truck and be done with the dealership forever.

NOPE. not done yet. That days' list of items missing / forgotten:

• The hand grips were still not epoxied on.
• The left side control cluster was still not attached
• The gas tank (WHICH WAS #1 on the list) still didn't have any bolts on it.

It turns out that most of the delay this time was because Yamaha Japan sent over the wrong part for the left side cowling TWICE. the first time, they sent the right side, not the left. the second time they sent a red one, not grey. the third time, they expressed over the right part... but the "express" was only added to the last shipment, after the bike had been there for two months. why not sooner?

AND... there was new damage. WTF?

• The plastic under-seat bracket (that allows you to adjust the seat height) was cracked all the way through
• The top case was all scratched to hell on the back side. It turns out that when they bring the bikes in and out of the fenced in bay each night, they back the bikes up to the side of the driveway behind the shop. This side that they back it into happens to have a hedge. Since the top case hangs off the back of the bike by about 4-6", they were (probably unknowingly) jamming the top case into the hedge every day... for three months. Add in a month of pretty bad wind in that area... and you've got a top case that looks like it was attacked by a herd of feral cats.

Edited November 5, 2019 by kaia

[kaia]

We're now into November, and it's still there. They're hopeful that it'll be done by the end of the week, but I'm not holding my breath. If I actually see the bike in my driveway before Christmas, i'll be surprised.

 

That said, and if you've read this far, thank you for reading. I've needed to get that off my chest for a while, and talking about the bike or talking about riding makes the pain of not being able to ride anymore a little bit more bearable. it doesn't make the carpal tunnel pain in my wrist any better, but it does get my post count higher so i can sell a few FJ-09 parts to the community here who might value that.

 

I don't really think there's a moral to the story. Don't go to that shop? Maybe... but part of the issue was not really their fault, it was shipping and how long it takes to get things shipped from Japan.

Trying to see the good in things, I think a lot of it boiled down to a few communication issues. Parts talking to Service. Service actually checking the work that the techs are doing before assuming that it's done. The service department (or the manager for that matter) could have taken a more active role and called me to give me updates, or to at least tell me that one of the parts was having a shipping problem coming all the way from Japan. multiple times. Communication between departments is something that every company, large or small deals with. Proper customer service is also a struggle for lots of small or family run businesses. I understand that, and truly hope that they can see what happened in my case, learn from it as a company, and hopefully do better for the next guy.

 

In the end (well... it's not completely over yet, they still have the bike), the shop did right by me, didn't charge me for any of the work done over the past few months, only for what i had paid ahead of time for the parts, and the tires. They're going to replace the top case on their own dime, and I'm not going to have to pay labor for any of the work that has been (or will be) done.

 

Once it's back - it'll be back to stock (visually), but with all the upgrades I've done to it. If you're in the NorCal area, and are looking for a good condition '17 FJ-09 that had a few minor bruises that have all been fixed to factory spec... but with a ton of goodies, send me a PM.

I've also got a set of the DZell hand guard LED turn signals, and an unopened Higdonion Urban Cage and Skid Plate (black) that I'll be listing for sale (separately) very soon. PM me if you are interested in either.

Edited November 5, 2019 by kaia
positivity

[kaia]

45 minutes ago, norcal616 said:

Sometimes if it's just minor work like you listed, like replacing mirrors or body panels, headlights...I would rather do it myself/and with help from friends than to deal with dealerships and file claims on my insurance... 

As for pre-paying for parts for an insurance claim- ehhhh I'm running away from that dealership... 

I would, and usually prefer to do that kind of work myself (avoiding insurance) also - but this accident I was not at fault, the other guy got minor injuries, the cops and ambulance showed up... the whole 9 yards. It was $2500 damage to my bike, of which was 1200 in parts - including replacing one of the engine covers and the radiator - both things i'm not comfortable working on. Insurance also covered my medical expenses from the accident, which was well over $4k. In this instance, insurance was worth the hassle. The shop? maybe not so much.

[kaia]

Last update.

So, my predictions were right... I didn't get the bike back until early January.  Again, when I went to pick it up there were still issues. This time, it turned out that the top-case that they had ordered to replace the one that they had damaged was completely the wrong one (not even close, they put a $120 case on to replace my $300 one, the only thing that was the same was the brand name) and in frustration I took the bike anyways and asked them to order the right one and deliver it to me when they had it. It took them until the beginning of Feb to get it to me, per their normal inability to order parts, and finally - A year from the original accident... it's finally back to where it should be, and is listed for sale.

I'll never go do that shop ever again. I'll never recommend it to anyone. Overall, the service was adequate - but they failed so many times along the way, delayed so many times... that it was honestly the worst experience I've ever had with any company, ever.

[whitecrow]

I kinda feel like you should let us know the name of the shop, so at the very least if someone does go there for service or whatever at least they will have a heads up to thoroughly inspect their bike before leaving.