Poor Customer Relations

From: John Errington [mailto:*******.com] Sent: 01 November 2018 11:30 AM To: ********** Subject: Problem Post Service

Hi John,

As discussed with you on the phone this morning, here is the issue that I had after my bike (KTM 1050 Adventure) was serviced by Bikers Warehouse.

The bike was serviced by yourselves on Friday the 26th of October 2018 and I collected it on Saturday the 27th of October 2018. I rode home and all went well. I then used the bike on my normal commute on Monday 29 October without issue. However on Tuesday 30 October on my ride home from work the bike suddenly lost all power and "Fuel Pump Failure" was displayed on the screen. This was at around 17h30 in the evening on Witkoppen Road. I had no intention of staying on the side of the road than was absolutely necessary and so I called for a recovery service to get myself and the bike home.

I then did some internet research on Wednesday the 31st of October to try and identify the possible cause of the issue. During this research I found that in order to remove the fuel tank (which would have been done during the service) two fuel taps located on either side of the fuel tank need to be closed. I checked these when I got home and found that they were still closed. Whoever worked on my bike failed to re-open these when they re-assembled the bike.

The result of this is that the fuel drained from the left-hand side of the tank as this is where the fuel pump is located but the fuel gauge still showed fuel in the tank as it is located on the right-hand side of the tank and with these fuel taps closed the tank was not draining evenly. When the left-hand side of the tank ran dry the bike stopped with the "Fuel Pump Failure" message.

Due to the fact that this issue was caused by the negligence of one of your staff and could easily have been prevented I have attached the invoice for the recovery costs that I incurred as a result of this. I expect to be reimbursed by yourselves for these costs.

I look forward to your prompt reply in resolving this matter.

Regards John Errington **************************************************************************************************** Mike Puzey <******.co.za> Nov 5, 2018, 8:08 AM (23 hours ago) to me, Kerry-Puzey

Good morning John Sorry for the let reply, I understand the situation fully and I’m sorry about the problem. Note the tanks on these bikes are often not open when customer bring the bikes in as they don’t what the fuel from one area to cross into another area depending on what they have been doing. I understand you feel we are negligent here but in reality on any adventure bike if you stop and know you still have fuel in one or another tank the first thing one does is check the fuel taps are all open, my 701 has a normal tank and 2 additional tanks so the 1st thing I always do when I stop is open taps.

In conclusion know Im the 1st to take responsibility in a case of negligence but in honesty I feel you should have know to check the taps when the bike stopped. So feel free to comment if you think my assessment is unreasonable in this case please.

Yours Mike Puzey **************************************************************************************************** John Errington <******.com> Attachments Nov 5, 2018, 8:44 AM (23 hours ago) to workshop, mike.p, kerry.p

Good Morning Mike.

1. The KTM does not have 2 fuel tanks, it has 1 but due to the design of the tank it has a balancing tube with fuel ****s to allow for the tank to drain evenly. 2. I have never had reason to close these fuel ****s in the 3 years that I have owned this bike. They were open when I brought the bike in as I rode it to your premises. 3. When the bike died on me the dash showed "Fuel Pump Failure".

This was at 5-30pm on the side of Witkoppen road. With the sun setting my first aim was to get off the road and back home as quickly as possible, from there I could check and investigate the issue. This is what I did and it was then that I found the issue was caused by the negligence of your staff member.

I hope that you will reconsider your initial reply to me.

I look forward to your response.

Regards John **************************************************************************************************** Mike Puzey <*******.co.za> Nov 5, 2018, 4:10 PM (15 hours ago) to BW, Kerry-Puzey, me

Hi again John I hear you but how do you explain this….Regardless of the fuel in the other side, the fuel pump half of the tank ran out of fuel and thats the side the fuel light comes on when on reserve or low. When this happened you should have stopped for fuel ?

Tks Mike P **************************************************************************************************** John Errington <*******.com> Nov 5, 2018, 4:17 PM (15 hours ago) to mike.p

Hi Mike,

The fuel gauge on the KTM is on the right hand side of the tank and the fuel pump is on the left hand side. The fuel gauge showed that I still had a range of 150km and there was no low fuel warning.

Regards **************************************************************************************************** Mike Puzey <*********.co.za> Nov 5, 2018, 5:51 PM (14 hours ago) to BW, Kerry-Puzey, me

Hi again John I’m still surprised if it was showing fuel and you never looked when it stopped. If it had a pump light when you turn on and off the key you could hear the pump running but had no pressure clearly.

John I don’t feel negligent for not turning on the tap but agree the engineer should have put it the way you had it just out of good practice and I have spoken to him. In this case Im happy to 50-50 this with you and give you a R250 off store voucher next time you shop here.

Hope this is reasonable for you. Tks Mike P **************************************************************************************************** John Errington <*********.com> 8:10 AM (9 minutes ago) to Michael, kerry.p, workshop

Hi Mike

I have been mulling over your last response to me and I have been going over the chain of emails between you and me and the following has occurred to me.

Your first reply to me was to basically call me a fool for not having checked things that you, an engineer, bike designer and bike shop owner would have checked. Your next response was to question what I had seen on the dash of the bike and insinuate that the fuel light must have been on and question why I did not fill up. This shows to me that you immediately went on the defensive and did not take the time to read and get the full picture of what I had said in my mail. Perhaps my written explanation was not entirely clear, but a simple phone call could have resolved that. Finally you concede that your engineer should have put it back the way he found it.

This has now become a matter of principal to me and not an issue of R250 or R450. I was a fairly regular customer at your shop spending in the region R30000-00 over the last 3 years, but based on the way you have handled this issue I will be taking my custom elsewhere in the future.

I respectfully decline your offer a R250 off store voucher.

Regards John Errington