Lebard And Underwood

Kot Matroskin June 8, 2010 09:01 PM
I took my 2009 Vmax for warranty repairs of the coolant leak from the drain hole under the water pump to Le Bard & Underwood. Service manager Mark quoted me 3-5 days. I ended up waiting for much longer and missed the event I was gearing up for. When I finally received the bike back, it was dusty and gained couple small scratches on coolant pipe. When I mentioned the dust on the bike to Mark, he replied: "If you want to, I can wipe it for you!” He said it with unmistakable face expression, which clearly expressed: "Dust it off your self! What is the big deal?” So, I preferred not to mention the scratches because I was not willing to whiteness that face expression materializing in verbal form. I just hoped that repair was done well.

Some time later I receive Customer Satisfaction Review form and filled it up listing the misleading time quote, dust and scratches. I was hoping that it would be taken in consideration and produce positive affect on customer service in Le Bard and Underwood.

Few hundred miles later I noticed a sip from the same hole. This time it was oil. The sip was very slow, but keeping the area around the drain hole covered with oily film. Over period of time it became obvious that it is not going to stop. Not willing to take my bike to the same place I called Customer Service of Yamaha USA and asked if I could take my bike for warranty repairs to a different dealership. Yamaha USA Customer Service representative insisted that I should take my bike back to Le Bard & Underwood. So, I called Le Bard and Underwood, got Mark on the phone and asked if I could bring my bike for repairs. He immediately recognized me and told me this: “Ah, yes! I do not want to work on your bike. You are the guy who writes nasty reviews about dust and scratches, which I think is B.S., and makes us look like jerks. In fact I think you are a jerk!” Naturally I said bye and hung up.

Of course I will take my bike to another Yamaha dealership and have it fixed one way or another. It is not the point now. The point is: Mark is a type of a manager, who consider appropriate to call customer a jerk. Nobody likes criticism about his or her poor job. But that does not give any one excuse to be rude.
Few minutes after conversation with Mark, I called Le Bard and Underwood in attempt to talk to General Manager or the Owner. A lady answered the phone and very politely explained to me that if I had any issues with service department, I could talk to service manager Mark. There is no General Manager position in this business, and Storeowner is not available. Great! Now I understand Mark’s position. May be he is the Owner, when Owner is not available?

Cc: Yamaha USA.