Draco'sWrath
Well-known member
OK, I'll try to fill in any missing information.
I first dealt with Rod the sales guy. They had another lowered model on the showroom floor and that's when we became curious about lowering OUR bike (stock height).
My wife was more comfortable on the lowered model and so we asked if we could get ours lowered as well and I already explained the conversation that took place at that point.
We then asked him how much that would cost. He said "I think $350, let me check" and walked away into the service area and came back and said "Yeah, $350".
We then asked how long that would take and if they could do it once the bike arrives in the crate and before we pick it up. He said they can do it right away, out of the crate, before we pick it up.
I reiterate, he knew we would BOTH be using this bike.
I had spent a lot of money by this point (Bike, $2k of gear, + other expenses). I said let me think about it.
Before the bike arrived, he called me to ask if I still want it lowered. I told him we'll come back for that, probably in a week or two, just to prep the bike for regular pickup. He said if I do it now, he can do it for $200. I said go ahead (figuring I'm saving $150 vs doing it later). Which kinda made sense because they would already be assembling the bike out of the crate.
I only dealt with Rod in getting the bike lowered (the sales guy).
Now when I rode the bike, yes I heard a distinct noise when I went over bumps/etc but I didn't think anything of it. Stupid? Yes, in hindsight. But it wasn't exactly a "SMASH"...the wheel contacted the fender for a second so imagine the sound of plastic fender contacting a moving rubber tire for a nanosecond over bumps.
Problem is, the plastic fender broke, the electrical components housed under the seat fell down, rubbed against the tire and connections were lost/parts broken off, wires got chewed up. That's when the bike broke down. I stopped for gas, went to turn the bike on, no electrical connection. That's when I learned what had been happening.
Took the bike to Kahuna, dealt with Rui at the service desk. He was super nice, but he insisted I'd have to pay.
I called Rod.
Rod said call Tony (Service Manager/co-owner). Rod said "Tony will take care of it, don't worry, we'll work something out".
Called Tony. Explained everything, once again, super nice guy he said "Let me look to see what we can do, we'll work something out, I'll call you back".
Rui called back. He said the cost for fixing the electrical can be put under my warranty so I wouldn't have to pay for it. As for everything else, 1 1/2 hrs labour to raise the bike + $80 for new fender. 1.5 x $90/hr = $135 +80= $215 + taxes.
I said "No good". I paid $200 to lower it, I agree to pay $80 for the fender since they have to order it but I shouldn't have to pay for the reraise. I'm already out $280, why should I pay $450 almost to get a bike I could have got a month ago (we're raising it back to stock height) + the inconvenience because I listened to Rod when he said "no problem"...where is their liability for this since A) They're getting paid to fix the electrical under warranty B) I'm paying them for the fender and the re-raise. So they lose nothing...compromise on nothing, I pay for everything?
I said "Rui, I'm not even asking meet me half way...maybe even 1/3 of the way...I'll pay for the fender since you have to order it, don't make me pay to reraise it...that's not cool...I'm planning on being a repeat customer, you (Kahuna) shouldn't be treating people like this, you have to acknowledge some liability here"
He said he'll talk to Tony.
Rui calls back
"Ok, we wont' charge you to reraise the bike. We'll charge you $80 for the fender and $135 to install the fender"
So...same difference.
I said "This is not cool, go ahead and reraise it, I'll pay whatever...but you guys just lost a customer...not cool at all"
It's not so much about the money, it's about dodging responsibility.
I dealt with Rod, the sales guy, I expected him to advise me when I ask questions and if he doesn't know then to find out. I went off his word (Rod) and by extension Kahuna as a whole.
I'll say again, everyone there is super nice and that's all good and I was happy with everything up to this point. But I feel they totally turned their back on me and put up their defense and were not willing to acknowledge ANY responsibility over this.
It would certainly appear that they only care about money + sales. That they can give you bad advice/no advice, perform work on your bike and assume NO responsibility for the outcome.
I gave them ample opportunity prove me wrong.
Some people are suggesting "You should have talked to this guy, or that guy"...well, what's the point of having a sales rep then? They are the ambassadors for the company, I, as a consumer have the reasonable expectation that when the sales rep says such and such can be done to your bike and we can do it for you and this is how much it will cost and this is how long it will take and this is what could happen if you lower it...that they are making a representation to me (consumer) that I can trust.
Am I supposed to go over his head and say "Let me talk to the service manager because I don't trust you know what you're talking about?"
I have nothing personal against Rod, at all. I have all the respect in the world for him, but I dealt with him, he told me it could be done, I paid him, there was a problem and the ball fell into Tony's court and Tony didn't do nearly enough in my opinion.
I've laid it all out there for you. Everything that I just wrote is exactly what happened. I'm the first guy to go running around and giving positive reviews when I receive good service and I would never give a negative review without giving all the facts.
You judge for yourself. I'm just very disappointed.
Sorry for the long post, but more detail is better than vagueness.
I first dealt with Rod the sales guy. They had another lowered model on the showroom floor and that's when we became curious about lowering OUR bike (stock height).
My wife was more comfortable on the lowered model and so we asked if we could get ours lowered as well and I already explained the conversation that took place at that point.
We then asked him how much that would cost. He said "I think $350, let me check" and walked away into the service area and came back and said "Yeah, $350".
We then asked how long that would take and if they could do it once the bike arrives in the crate and before we pick it up. He said they can do it right away, out of the crate, before we pick it up.
I reiterate, he knew we would BOTH be using this bike.
I had spent a lot of money by this point (Bike, $2k of gear, + other expenses). I said let me think about it.
Before the bike arrived, he called me to ask if I still want it lowered. I told him we'll come back for that, probably in a week or two, just to prep the bike for regular pickup. He said if I do it now, he can do it for $200. I said go ahead (figuring I'm saving $150 vs doing it later). Which kinda made sense because they would already be assembling the bike out of the crate.
I only dealt with Rod in getting the bike lowered (the sales guy).
Now when I rode the bike, yes I heard a distinct noise when I went over bumps/etc but I didn't think anything of it. Stupid? Yes, in hindsight. But it wasn't exactly a "SMASH"...the wheel contacted the fender for a second so imagine the sound of plastic fender contacting a moving rubber tire for a nanosecond over bumps.
Problem is, the plastic fender broke, the electrical components housed under the seat fell down, rubbed against the tire and connections were lost/parts broken off, wires got chewed up. That's when the bike broke down. I stopped for gas, went to turn the bike on, no electrical connection. That's when I learned what had been happening.
Took the bike to Kahuna, dealt with Rui at the service desk. He was super nice, but he insisted I'd have to pay.
I called Rod.
Rod said call Tony (Service Manager/co-owner). Rod said "Tony will take care of it, don't worry, we'll work something out".
Called Tony. Explained everything, once again, super nice guy he said "Let me look to see what we can do, we'll work something out, I'll call you back".
Rui called back. He said the cost for fixing the electrical can be put under my warranty so I wouldn't have to pay for it. As for everything else, 1 1/2 hrs labour to raise the bike + $80 for new fender. 1.5 x $90/hr = $135 +80= $215 + taxes.
I said "No good". I paid $200 to lower it, I agree to pay $80 for the fender since they have to order it but I shouldn't have to pay for the reraise. I'm already out $280, why should I pay $450 almost to get a bike I could have got a month ago (we're raising it back to stock height) + the inconvenience because I listened to Rod when he said "no problem"...where is their liability for this since A) They're getting paid to fix the electrical under warranty B) I'm paying them for the fender and the re-raise. So they lose nothing...compromise on nothing, I pay for everything?
I said "Rui, I'm not even asking meet me half way...maybe even 1/3 of the way...I'll pay for the fender since you have to order it, don't make me pay to reraise it...that's not cool...I'm planning on being a repeat customer, you (Kahuna) shouldn't be treating people like this, you have to acknowledge some liability here"
He said he'll talk to Tony.
Rui calls back
"Ok, we wont' charge you to reraise the bike. We'll charge you $80 for the fender and $135 to install the fender"
So...same difference.
I said "This is not cool, go ahead and reraise it, I'll pay whatever...but you guys just lost a customer...not cool at all"
It's not so much about the money, it's about dodging responsibility.
I dealt with Rod, the sales guy, I expected him to advise me when I ask questions and if he doesn't know then to find out. I went off his word (Rod) and by extension Kahuna as a whole.
I'll say again, everyone there is super nice and that's all good and I was happy with everything up to this point. But I feel they totally turned their back on me and put up their defense and were not willing to acknowledge ANY responsibility over this.
It would certainly appear that they only care about money + sales. That they can give you bad advice/no advice, perform work on your bike and assume NO responsibility for the outcome.
I gave them ample opportunity prove me wrong.
Some people are suggesting "You should have talked to this guy, or that guy"...well, what's the point of having a sales rep then? They are the ambassadors for the company, I, as a consumer have the reasonable expectation that when the sales rep says such and such can be done to your bike and we can do it for you and this is how much it will cost and this is how long it will take and this is what could happen if you lower it...that they are making a representation to me (consumer) that I can trust.
Am I supposed to go over his head and say "Let me talk to the service manager because I don't trust you know what you're talking about?"
I have nothing personal against Rod, at all. I have all the respect in the world for him, but I dealt with him, he told me it could be done, I paid him, there was a problem and the ball fell into Tony's court and Tony didn't do nearly enough in my opinion.
I've laid it all out there for you. Everything that I just wrote is exactly what happened. I'm the first guy to go running around and giving positive reviews when I receive good service and I would never give a negative review without giving all the facts.
You judge for yourself. I'm just very disappointed.
Sorry for the long post, but more detail is better than vagueness.
