I have seen both side of the token and I could tell you horror stories from both sides... this industry is no walk in the park for sure.
Most Multiline Dealerships are being bought out by Big Corporations... that should tell you something right away about customer service.
I have seen a guy bitch and moan because he can get the oil filter online for 7 dollars and the dealer wanted 9.95 for it (msrp), swearing that he will no longer comeback to buy anything there.
I have also seen a guy drop his 1975 beat up to hell CB750 for a new chain service and then comeback to complain that the bike won't start now and the dealer most be at fault and has to pay to fix it.
This is a good one, guys walks in on Friday, buys a helmet and come Monday he wants to return it because it doesn't fit or it really was not the helmet he wants to buy and wants his money back!
I have seen dealers hire people from the street with no experience and put them to work on 10K bikes, the same goes for Parts personnel, kids right out of Highschool or drop outs that wouldn't know where a spark plug goes in a bike, telling a knowleadgble rider that the BMR4 spark plug (lawnmore type) is the one he needs for his GoldWing... things of that Nature.
I have seen Dealers tack on onto fees on a Rebel 250 where the guy paid about 7K when all was said and done... do you think that guy will come back or look into buying another bike after that?
The parts Manager (kid on his early 20's) where we purchase our parts knows less about parts that I have forgotten, problem is that, he thinks he knows and won't accept help to expedite his work or make it more efficient. Onwer is scratching his head as to the why his parts department doesn't make any money!
Back when I was working at a Dealership, we used to have about $ 250,000.00 worth of parts and accessories (New or Used Units not included here) and people still complained that I should have the parts he is needing desperately. I know of dealers with Half a Mil to a Mil and they go through the same predicament.
Like I said, hard to explain the behavior. What I think is happening more and more and that people looking to save $$$ loose sight of the difference between saving $$$ with no future customer service and paying a little more to someone who will have his back if a problem arises with what he'd purchase.
If you call our store, the phone will be picked up 9 times out of 10 (hey, sometimes we have to go to Laguna or Indy to watch some racing
). We will inmediately tell you that we don't stock anything but we can get it for you, some people get annoyed by it, I rather be up front.
Dang it... I told myself I wouldn't get off on a rant here!