Update on my Warranty Service

[Mike2411]

Hi guys, tomorrow will be 3 weeks since I left my Trophy with the shop, 3 WEEKS! The diagnosis is a bad 2nd and 6th gear. I received a call last week, at the 2-week mark, and was told that the gears were shipping from England and that they would be here in 3 weeks, at best. I said, "no, that won't work". They called back and said the parts would be overnighted and that we would see them this week. I was just told they might be here next week, so I am not counting on anything to happen anytime soon, very frustrating and not expecting any miracles.

This has been a nightmare for me. The bike is my transportation 100% of the time and this is putting a serious damper on things. I came from the Concours which, no matter what was done, was a day, MAX! My 20k service on the Trophy was a 3-day ordeal when it should only be a day. The Trophy is a great bike, but I am regretting the day I bought mine, the wait time for anything to be serviced is proving to be ridiculous! For me, it is VERY important to have a bike that can be serviced and maintained without having to be without it for multiple weeks. If I were a recreational rider it would be different, I could be more tolerable, but I'm not a rec rider so this hurts, BAD.

I guess some get lucky and have ZERO issues and can really enjoy the Trophy, unfortunately, that isn't me. Even if they DO fix 2nd and 6th gear, there is no guarantee that those were the culprits. If that's the case I will be without the bike for longer, and that will be another HUGE issue! I wish the process of getting Triumph parts was more "reliable" or "dependable" but the fact-of-the-matter is, it isn't. I am sure if you live in the UK that this is a non-issue but for anyone in the states that has an issue and requires parts, you will be without your bike for a while. For me, this is a bad thing.

I do want to say that Triumph Customer Service has been very responsive and sound as if they want to help get me through this. I know it can be difficult to coordinate imports from other countries and that multiple delays can occur. I am not saying that the customer service of Triumph is poor, by any means, only that the delays and having to wait for parts that keep your bike in the shop for weeks at a time, that's the real problem! I am hoping for something really good to come of this, and want to see how they handle this situation. My thought was to test and possibly buy the Tiger Explorer after this bike but this experience has scared me away from going that route. Triumph can still save the day but it will take some work on their end. I love the bike, not happy about the long delays and wait times.

[trophied]

  to hear about your problems, especially after members here, including myself, gave you such glowing recommendations regarding the Trophy, knowing full well at the time that it was your sole transportation.  I hope it all gets worked out, but I certainly couldn't blame you for losing confidence in the bike after this.
Best of luck to you sir, no matter what you decide to ride.
Glenn

[Mike2411]

Thanks, Glenn, and I don't hold anything against you guys for pushing the Trophy. the Trophy is a great bike and without issues, the bike is a winner! Unfortunately, mine isn't one of those so it's no-one's fault, just one of those things I have to deal with. My hope is that Triumph Customer Service comes through for me and restores all of my lost confidence in Triumph...time will tell!

[smash]

I have yet to find a Triumph dealer with anything even approaching a decent service department.  My last go round with a warranty repair has probably put me off any more Triumphs in the future.  I really like Triumph's bikes, but I'm completely over their dealers.

[Coconut]

Sorry to hear of your troubles Mike2411, it would be a good thing if Triumph,
or the Dealer had a Courtesy Bike(s) that Customers could use in such situations,
even one of the "Demo" bikes, that could result in future Sales !

It is not much consolation I know but over here my Trophy has just been Recovered to the Dealer,
and they had no Courtesy bikes available.  Fortunately I use a car to get to and from "Work",
I just hope I get my Trophy back in time for my European trip in a couple of weeks !   

I shall be looking at the cist and feasiilty of some sort of Breakdown Insurance for the future,
that does include a Courtesy Bike ! - Do you have such a facility "over there" ?

[trophied]

As far as I know in Texas the only "loaner" bikes are BMW's and I'm not sure if BMW subsidizes that.  I think any dealer you ask in Texas is going give you the old "Nah, our insurance doesn't allow us to do that" comment, same as the test ride request response on anything but a Harley, BMW, or Triumph.

[Mike2411]

Coconut, I just got off the phone with the Triumph Cust Service Manager in Georgia and he knows my pain (made it clear in a nice way ) and he is currently working on contacting the Regional Manager to set up a loaner. This loaner will be the bike I will use when I have to take my bike in, going forward. If I drop mine off, I ride away on the loaner. That is how I have asked it to be set up. He also reassured me that they (Triumph) will work with my dealer and do all they can to make sure they are better prepared to service my bike anytime it needs it. It feels like Triumph is on my side, but I don't believe any of this until I am on the loaner and it is a "done-deal". I have asked that the bike be a Trophy or a Tiger Explorer, something in the same class, and he said that won't be a problem. I will update you guys as this all happens and give you all the juicy stuff!

Oh, and Coconut, you can call me "Mike" 

[Coconut]

Sounds promising - Cheers Mike 



( aka "Alan" ! )