non-performing Genuine dealership

jamisfoes · Post by **jamisfoes** » Tue Aug 07, 2012 3:15 pm

What's the Genuine Scooters' policy on a dealer who refuses to provide warranty service because the customer didn't buy the bike from him? My new Stella is missing two nuts so I went to my local dealer Beach City Mopeds and Scooters in Laguna Beach for help. The guy straight up refuses to help me because I didn't buy the scooter from him. Very disappointed on how this Genuine dealer treats it's customer. Makes me question about my decision to buy a Genuine scooter in the first place.

I emailed Genuine regarding this incident and have not heard back from them.

lempira · Post by **lempira** » Tue Aug 07, 2012 5:40 pm

Do you have a performance exhaust on it?

Lokky · Post by **Lokky** » Tue Aug 07, 2012 9:06 pm

I'm really not sure why someone would refuse to perform warranty for a bike bought somewhere else... I mean yes, you didn't get money from the original deal, but why turn down getting paid for the warranty work?

We have a terrible Aprilia/Moto Guzzi (among other brands) dealer here who refuses to even work on bikes that were bought elsewhere, I am seriously confused as to how they stay in business.

Robbie · Post by **Robbie** » Wed Aug 08, 2012 2:03 am

In general, things like missing fasteners should be caught by the dealer who was paid, to perform the setup.
Dealer #2, could provide the fasteners from the standpoint of goodwill but because dealer #1 was paid to do the setup correctly, dealer #2 has no recourse from a warranty standpoint.

Now, if dealer #2 denied warranty on a failed covered component, because the machine was purchassed elseware, well, that is a violation of the franchise agreement, and the customer has a legit beef to put before Genuine.

Rob

Post by **ericalm** » Wed Aug 08, 2012 4:17 am

What nuts are missing?

This probably isn't a warranty issue for Genuine. It's more likely a dealer prep issue; the original shop may have left them off in prep. If so, it's up to them to make good and fix it.

An authorized Genuine dealer cannot refuse to honor a valid warranty claim, regardless of where the scooter was purchased. It's up to the dealer to submit the claim, though, and to recommend whether they think it's valid.

jamisfoes · Post by **jamisfoes** » Wed Aug 08, 2012 2:41 pm

The discussion whether the missing bolts are a warranty item never came up. He simply refused to help me and went on and on about this is what I get for getting a scooter from an out of the town dealership.

Genuine needs to contact this dealership and look into this incident.

jamisfoes · Post by **jamisfoes** » Wed Aug 08, 2012 6:27 pm

Dean from Genuine Scooter called me and apologized for the incident. That made me feel a lot better. He said he is going to have a little chat with BCMS and make sure this never happens again.

lempira · Post by **lempira** » Thu Aug 09, 2012 12:28 am

Dean from Genuine Scooter called me and apologized for the incident. That made me feel a lot better. He said he is going to have a little chat with BCMS and make sure this never happens again.

That's cool.

mattgordon · Post by **mattgordon** » Thu Aug 09, 2012 4:03 pm

for the cost of a couple of nuts, and a few minutes of customer-relationship building time, they could've chosen to make you a customer and a friend rather than an internet complainer and non-customer.

Bad move on their part.

skully93 · Post by **skully93** » Thu Aug 09, 2012 4:54 pm

at the very least they could have explained and said "sorry, that was a setup thing,but we'll get the parts for you at cost and install them if you like"

That would have been a much better answer.

Modern Buddy

non-performing Genuine dealership

non-performing Genuine dealership

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