Aug 24, 2006

picked up the bike today...

although i picked up the bike today, it started yesterday with a phone call saying they replaced the wheel!!! excellent - the wheel was replaced. but... there was a fiddy dollar extended warranty charge. what?!?!?!

confession time... when i bought the bike, i got the preferred customer plan - some sort of extended warranty. the deal is it would cover everything with the bike for x number of years, including the regular service. they said if a bulb blew, they would replace it free. figuring this was my first bike, i wasn't real familiar with servicing it myself, this might be the way to go. yeah, yeah, i know, sucker born every minute!!! since i've had the bike, i haven't paid for a regular service - and i've been getting them every twenty-five hundred miles. they even replaced the back tire free of charge when i needed it replaced. so, it seems like it's been a good deal for me so far.

so, when the service-dood left the message saying the wheel was replaced and it would be fiddy bucks, i was very surprised. i called them to find out the scoop. service-dood says that he was under the same impression when he bought the preferred customer plan too and didn't find out until after he started working there and had his bike serviced. seems whoever was telling the story - selling the plan - was leaving some details out. now i can appreciate someone trying to sell the plan and highlight the positives. now i can't exactly remember what i was told - hell, i have problems remembering what i had to breakfast yesterday - but i'm pretty sure i understood the plan to cover everything one hundred percent. turns out that if an item is out of warranty, then check it under extended warranty. if it's not covered there, then they cover it under the preferred customer plan. my wheel isn't covered under warranty anymore, but it is covered under extended warranty, which carries a fiddy dollar charge. news to me!!! i say that's not right because i was told (under the impression) that everything would be covered one hundred percent. service-dood says i can talk to a manager type to straighten it out.

i don't know if i mentioned i just went through this with the rental bike. the dood that sold me the plan said, if available, i could get a rental bike when i brought my bike in. apparently it only covers service, not repair. i was on the phone with another service-dood when i discovered this little gem. when i told service-dood who lead me to that impression, he said screw it and put me through to the rental department to arrange a rental. see, sales-dood-who-leaves-out-details move from being sales manager to general manager. i'm thinking this was a way for service-dood to stick it to sales-dood-who-leaves-out-details. bottom line, i learned to schedule my repairs around when i can get a rental bike. as long as they have one available, i can get it. when it comes to service - they are more obligated to get me a rental...

okay - back to the story at hand... i get patched through to manager-dood, but he's not in, have to wait until today to talk to him... today comes and i give him a call. i explain my situation. he apologizes for my misunderstanding and without breaking stride, says they'll pick up the tab. wow, what customer service - although i don't think i'm the first one to come to them with this story. i tell you, i don't think the dood could have bend over backwards any further.

later in the afternoon i took the vrod back and picked up my bike. i asked what was wrong with the old wheel, but never found out. the service-dood was too busy trying to take care of too many things at one time; including verifying manager-dood was picking up the tab for the new wheel.

ride home was awesome - what a great feeling to be back on my bike again. and an even better feeling not to have it wobbling when i ride. it feels good again...

peace...