Michaels Reno Powersports Informative - Previous complaint about Yamaha XT225 service
RENO, NEVADA -- Hello, My name is John and I was involved in the previous complaint by the gentleman who had a difficult experience with his new Yamaha Xt225 bought at our dealership. Please let me first point out that I have been at this dealership for 15 years. I am not related to the owners and own no part of the business. I just want to point out these facts so you know that when I say that the average tenure of the employees in my department is well above 5 years, so it is not mistaken for any reason other than pride and professionalism. This does not happen in our business without excellent customer care.
The gentleman with the complaint about the way he was treated did in fact have a problem with the motorcycle. The problem with the situation began with the way this gentleman approached us to get help. We do understand that when your new motorcycle isn't performing up to your standards, it can get frustrating, and are willing to take some abuse by customers (knowing that they usually do not mean to be rude, they are just frustrated)
Unfortunately, sometimes there are issues with new machines, this is why the manufacturer offers warranty on these items. He, however was yelling and screaming at our employees, which in any case is NOT ACCEPTABLE. While I did not witness all of the events that he describes, I will say that Yes, we do ask people to read their owners manual when they act amazed when we let them know that these bikes may loosen up during the break-in period. The request that he complete his break in procedure was not out of line since his bike did start without too much effort and he had very little time on the bike for it to break in properly and these issues usually right them self with the proper break-in procedure. I do know that we try to use our best professional manners when dealing with a hostile customer.
As far as the "threat of being beaten" I personally told him that if he felt the need to continue the discussion (loud and obnoxious) that we need to continue it outside, not on our showroom floor. I think that it was an acceptable request. I am not a "fight" minded person, especially when it comes to our customers, no matter how belligerent they may get. The fact that he thinks fight first and resolve peacefully last should clue you in to his disposition at the time of his "incident". With all of this being said, I would just like to say that businesses such as ours could never exist in the world in which he portrays us. We do want our customer's business and act accordingly.
We earn our repeat business. This inaccurate story of the events should be looked at as a situation that got out of hand and this customer's actions on our sales floor made it difficult to help him in the manner we would normally address any issue, big or small.