I needed a new rear tire for my Yamaha Majesty so I went where I normally go for tires, Midway Cycles in Madison, AL. They are a KTM dealer but most of their business has always been parts and service for all makes of motorcycles and scooters. They got me a Michelin City Grip 150/70-13 rear tire for $60. Add in tax and mounting and balancing and it was still under $110. I went in with no appointment and they got me right in with no delay.
This spring I needed a new rear tire for my Versys. I got a Bridgestone T30 which had an MSRP of $230 from them for a total including mount and balance of around $170
I have bought a number of tires from them in the past and they always gave me a great price and mounted them while I waited with no Appointment. I'll be buying more tires from them in the future :)
I still need to go visit them. Never been to their store.
Bought a new KTM from Midway this morning. Bill (the owner) is a super nice guy, and made it easy. One phone call yesterday got the paperwork started, and he had it ready when I got there this morning.
One nitpick...
Although I always double check a bike when I purchase it as far as fasteners, etc., I rode this one home straight from the dealer. I noticed the handling was a little wonky compared to the same model bike I demo'ed at another dealer last week. Got home and checked the tire pressure...17.5 in front, 15 in the rear. The PDI guy must be a dirt-only rider. ;)
Update...
I'm beyond pissed at the assembly guy.
Got home, put the bike on the stand to do a once over, and noticed metal dust on the swingarm and rear wheel. Then I found the culprit...
Looks like a spacer was left out during rear wheel installation. The cush drive and sprocket bolts have been ground down by the swingarm.
(http://www.pbase.com/kwb377/image/163539105.jpg)
(http://www.pbase.com/kwb377/image/163539106.jpg)
are they coming to get it?
Closed already for the day...it'll be Tuesday before I can get anything done.
First vehicle I've bought that had absolutely zero miles on it...that'll teach me.
(http://www.pbase.com/kwb377/image/163538643.jpg)
I'd be inclined to receive another brand new bike in its place. no telling what other damage a travelling wheel caused, or what else was forgotten.
They have a '14 model on the floor also. My level of satisfaction will be to remove the affected parts from that one and install on mine.
I'm not sure if these come in the crate with the wheels installed, or if that's done at the dealer.
That would suck. Hopefully, the dealer will bend over backwards to do whatever it takes to make you happy. I would want a replacement bike instead of waiting on parts and repairs. However, most dealers probably wouldn't do that. On the bright side, that's a very cool bike.
Sent a text with pics to Bill (the owner). He just advised he's coming down on his off day Monday to pick it up. I feel confident it'll be handled right.
He also said that the wheels are shipped installed from KTM, so it's a factory f'up.
Bill picked the bike up on Monday. Sent a message yesterday advising the issue was a circlip inside the sprocket carrier that wasn't seated and allowed the carrier to ride against the swingarm.
Parts are ordered (swingarm, sprocket, carrier, bolts), and now we wait.
So was this the fault of the guy who did the final assembly here or the factory?
Bill said the rear wheel is installed at the factory, so ultimately it's KTM's fault. But considering there was no test ride after uncrating and the low tire pressure, I put some of the responsibility of allowing it to be delivered in such condition on the dealer.
I don't understand the lack of test ride. They normally do a short ride after they install a tire on my bikes.
I worked at dealers many years ago and we always put at least 5 miles on a bike after assembly. I'd be surprised if a test ride isn't listed by KTM as part of the pre delivery inspection.
I'd be really pissed.
While I was disappointed in the fact that I couldn't ride my new bike, I wasn't really pissed...until a few minutes ago.
I originally got an OTD price, and didn't really pay attention to the break down until just a few minutes ago when I dropped a copy of the BOS off at the credit union. I was charged $400 for "set up".
I got "set up" alright...
So far he's been a really nice guy. I can understand mechanical failure, as parts break. This issue was purely human error and there should have been several opportunities for it to have been caught, both at the factory and dealer level.
At this point, there seems to be a lack of "enthusiasm" to go above merely replacing the affected parts. When I queried about KTM throwing in some swag for the hassle of dealing with their screw up, he said he'd "contact them and we'll see". When I mentioned the flat tires due to the piss poor pre-delivery inspection, "I'll find out who did the PDI". And when I speak to him again, I'll bring up the set-up fee. But I shouldn't have to ask...it should be done out of customer service initiative.
An impressive show of customer service and "we're going to make this right, right now..." would have been to pull the parts off the mechanically identical 2014 model on the floor and have my bike up the next day...then wait for the parts from KTM to repair their bike.
Has the dealer given you an ETA on the parts or advised you if the parts are in stock in the USA? You would think if they are available from a US warehouse, they could be at the dealer next day and installed same day they arrived. Of coarse, that would require some extra effort and expense for the dealer. KTM warranty policies may also be restricting the dealer.
It is against the dealership agreement to pull parts off of an unsold unit to repair another. That is not unique to any brand, but common to all brands. Dealerships are bound by franchise contracts with the manufacturers. As upset as any customer may be about a failure (regardless of the circumstance behind it), asking for a unit to unit parts swap is asking the dealer to risk their franchise. I've spent enough working time in dealerships to tell you plainly that they are every bit as eager to get this issue resolved as you are.
It might be against the rules, but it's been done before. ;)
I would think that the lack of PDI, condition at delivery, and lack of a delivery checklist would also violate a manufacturer's requirement. I've never purchased a new KTM before, but every other brand I've bought new had a checklist that the sales or service manager went over with me concerning the assembly and operation of the motorcycle that I had to sign.
This delivery consisted of...{opens gas cap} "Looks like it's got about half a tank of gas...here ya go."
With no delivery checklist you should have them by the balls....cant believe they did not provide that. Poor service and I would hesitate to shop there because of that. Tells me either they are not well trained or care.
Sounds like another dealer to add to my list of places to avoid.
I stopped in there once a year or two ago and interested in the ktm 950 smt . I couldn't get anyone to talk to me about it, the only people in there was a parts guy who was more interested in talking to his buddies on the phone about the previous weekend riding.
Now I'm glad I didn't talk to anyone there.
I'm a regular customer at Midway. I bought a scooter there, have bought some parts and accessories and I get all my street tires there. Most of my experiences there have been positive. The last negative I can remember was recently I got a rear tire for my Majesty. The service guy mounting it was new and didn't seem to have any scooter experience. He took forever and then mounted it backwards. When I pointed it out they quickly remounted it.
Recently I had some electrical work done on my Kymco. I was expecting to pay at least 100 bucks but the bill was only 30.
I'll continue to get my tires there because they have great prices and will mount the tires without an appointment while I wait. However, I always check the tire before riding it and check the pressure after I get home. This is something I would do at any dealer. Normally they have had the tire pressures pretty close to what I wanted.
Every dealer will sometimes screw things up. Good techs are hard to find. How often they screw up and how they handle it when they do separates the good dealers from the bad. I have talked to a number of other Midway customers. Most like the place but a few had bad experiences. Most of the complaints I have heard about Midway where long wait times for service during the riding season. That's true of most service departments.
The only salesman they have is Bill, the owner, so if he's not around it might be tough to get info on the bikes for sale. The people behind the counter mostly just sell parts.
He dropped it off this afternoon while I'm at work...I haven't seen it yet. Hopefully it's fixed.
Blamed the piss-poor set-up on the tech saying he "must have forgotten...". I'll be tearing it down tomorrow to see what else was forgotten. The overall lackadaisical attitude of the situation means they can also forget my business in the future.
This is how I got it back. The parts appear to have been replaced, but they didn't bother to clean the paste created by the aluminum dust and chain lube covering the rear wheel. And the entire bike is covered in waterspots and greasy handprints. Can't take an extra 3 minutes to clean it up and look like you take pride in your work?
There's also these nice scratches on the wheel now...
(http://www.pbase.com/kwb377/image/163627912.jpg)
(http://www.pbase.com/kwb377/image/163627944.jpg)
(http://www.pbase.com/kwb377/image/163627879.jpg)
Is this what he said when he gave it to the service department?
(http://www.okmoviequotes.com/wp-content/uploads/2014/06/11-02-Super-Troopers-quotes.gif)
I can't even imagine how pissed I would be after dealing with this!
WOW! For such a simple thing both to repair and to make you happy, these guys have totally screwed the pooch. They should be embarrassed.
Quote from: Fencejumper09 on July 07, 2016, 11:17:54 AM
Is this what he said when he gave it to the service department?
(http://www.okmoviequotes.com/wp-content/uploads/2014/06/11-02-Super-Troopers-quotes.gif)
I can't even imagine how pissed I would be after dealing with this!
I believe I found a video of their tech at work...
http://www.youtube.com/watch?v=749iU2Zv1kw
Alabama doesn't have a Lemon Law (although I don't believe it would apply in this case anyway since the problem was fixed). As far as I know, Alabama doesn't have a "grace period" for vehicle purchases either. At this point, I don't want to have to deal with them anymore.
I had a choice to go an hour south and do business with Max Motorsports, or head 1.5 hours north and deal with Midway. I chose poorly...I will not make that mistake again.
Quote from: KevinB on July 07, 2016, 01:14:03 PM
Alabama doesn't have a Lemon Law (although I don't believe it would apply in this case anyway since the problem was fixed). As far as I know, Alabama doesn't have a "grace period" for vehicle purchases either. At this point, I don't want to have to deal with them anymore.
Dude, I would make him fix the scratched wheels.
I am going to send them an email and tell them what I think. If I have Kevin's permission I will send them a link to this thread and the information on the Bama Rides membership.
What say you Kevin?
No problem Larry, sounds good.
Quote from: KevinB on July 07, 2016, 10:52:37 AM
This is how I got it back. The parts appear to have been replaced, but they didn't bother to clean the paste created by the aluminum dust and chain lube covering the rear wheel. And the entire bike is covered in waterspots and greasy handprints. Can't take an extra 3 minutes to clean it up and look like you take pride in your work?
There's also these nice scratches on the wheel now...
(http://www.pbase.com/kwb377/image/163627912.jpg)
(http://www.pbase.com/kwb377/image/163627944.jpg)
(http://www.pbase.com/kwb377/image/163627879.jpg)
Wow. Appears they are not even remotely interested in making this "right", other than "here, it's fixed, now go away". Piss poor customer service for sure. Any dealer worth his salt would have made sure the bike was clean and certainly wouldn't send it out with scratched up wheels.
Email sent.
They are still the best place in town for tires.
Sent from my iPhone using Tapatalk
(http://farm3.static.flickr.com/2031/2283679759_7cfa24f2e6.jpg)
So enough with the negative waves...
Cleaned, farkled and ready to ride. She'll be getting some break-in miles tomorrow. 8)
(http://www.pbase.com/kwb377/image/163628987.jpg)
Bill messaged me a few minutes ago...offered an apology and to order a new wheel.
I've already replaced the original rim decals with another set and added touch-up paint to the scratches...I really don't care about a new wheel at this point. I'm just ready to ride the thing.
This all seems like a headache that wound up requiring an ER visit when a simple Tylenol would have sufficed to begin with.
All I can say is that is one sharp bike...
I agree with your decision on the orange frame, me likey! :D
Good luck keeping that front wheel down! I know that's where I struggle!
Quote from: Yankee Dog on July 07, 2016, 04:52:24 PM
They are still the best place in town for tires.
Sent from my iPhone using Tapatalk
I wouldn't care if they were giving them away i'll never darken their door
Bill and I have agreed to disagree...he still defends his tech's PDI and the follow-up work, and is upset that I have trashed his business on BR.
I've already swapped the rim decals and touched-up the paint. We came to an agreement, and he sent me a set of engine guards in lieu of a new wheel.
Now we're square and I can get my break-in miles done.
I know there are others that have had excellent experience with Midway, and I believe this was probably an isolated incident.
While I didn't enjoy the journey, I'm happy with the destination.
Quote from: KevinB on July 12, 2016, 11:49:05 PM
...he still defends his tech's PDI and the follow-up work...
Sounds like a classic case of small business owner being too nice and forgiving to employees.
I wish my boss was a pushover ... then I could be lazy too! :D
If I was looking for a KTM I'd still buy it at Midway. Of course I'd also look it over very careful when picking it up but then that's a good idea at any dealer. When I bought my Versys at Cycles Unlimited, the chain was too tight. I can't say I found anything wrong with my Majesty which I bought at Allsports.
Keep in mind that most dealers have multiple techs and some are better than others. I wonder if the tech who set up your bike was the same one who installed the tire on my Majesty?
I've had dealings with Midway for over 20 years. They have always treated me fair and been upfront, honest folks. I will continue to do business with them. Bill has shown a good faith effort to make things right with this situation. I understand it wasn't handled the best. As a dealer his hands are tied on some things like swapping parts off another bike in the showroom.
As a small business owner, one of your biggest challenges is finding qualified help that gives a shit about what they are doing. You're only as good as your worst employee. This applies to my business as well as Bill's. I'm sure Bill is extremely busy throughout the day as most small business owners are. I'm not making excuses for him, just trying to get people to realize the reality of trying to run a small business. Unfortunately, employees will screw up occasionally. You have to rely on your employees as you don't have time to do everything yourself personally. If they drop the ball it can come back to bite you. Sounds like that was the case in the above situation. Reality is everyone makes mistakes occasionally. How it's handled is what makes the difference.
He should know by now how social media and the world wide web works and I dont think you bashed them at all, just shared your frustration with a bad experience. Everyone else, myself included did the bashing. I dont know how he can defend his tech that did not provide a PDI checklist and let a bike leave the shop with both tires way under pressured. What if you drove it off and had a wreck due to the tire pressure, that would have been bad on all kinds of levels. I think you have made it clear you wanted to move on and enjoy the bike so he should have no reason to be upset!
Quote from: griff on July 13, 2016, 07:28:09 AM
...effort...
Actually, it's the complete lack of effort that has been my biggest gripe of the situation.
- Incomplete assembly/PDI (no test ride, flat tires)
- It was covered in the dust/dirt that accumulates on a bike that sits for a year when I picked it up. 60 seconds worth of effort to wipe down a new bike about to be delivered to a customer?
- Condition of the bike at re-delivery. Bill delivered the bike back once it was fixed, so he either didn't notice the waterspots, greasy handprints and crud still covering the rear wheel (not to mention the wheel scratches)...or thought it was an acceptable condition to deliver the bike. Again, just a couple of minutes of effort to clean it up would have shown me that there was a modest amount of interest.
- I appreciate the fact he delivered it back to the house for me. I was at work and told him my family would be there to meet him. Later, he sent a message and told me he had dropped it off. When I got home, it was sitting in my driveway with the key on the seat. Now we're back to a common theme...an extra two minutes of time to ring the doorbell so someone could open the garage door was too much to expect on my part? Luckily I live in a decent neighborhood where a motorcycle and key left unattended for several hours isn't (usually) in danger.
I think they're good, honest people and I don't think anything was done with malice. But if you're going to expect customers to come to your business (1.5 hour trip each way in my case) and spend their hard earned money, is it too much to expect on my part that they put in a couple of extra minutes of effort to seem that they want my business?
I'm generally pretty easy to please as a customer. I don't expect or want something for nothing, I don't want preferential or VIP treatment...just act like you want me to come back.
I'm not trying to discourage anyone from doing business with them, but merely relaying my experience and frustration. Again...after hearing from others, I believe mine is the exception. I have no hard feelings, and will probably give them the opportunity for my business again.
Quote from: KevinB on July 12, 2016, 11:49:05 PM
... and is upset that I have trashed his business on BR.
In the grand scheme of things, I doubt it will hurt his business. For all the negative tales told concerning the Big #1, and Willie Smith down here in Tuscaloosa, they are still up and running and making new "friends" regularly. Smith one told me he didn't give a (crap) what people told others about him or his shop, all that mattered was that they mentioned the name because that put the shop name in other people's minds.
FYI Midway no longer sells KTM, it also looked like they don't sell any new bikes.
They had a couple dirtbikes, street bikes and an adventure bike (all used) in the showroom but that was it.
I think it was Bill at the register and he said KTM was pushing him to sit on a bunch of street bikes just to get their dirtbikes.
He did have some good deals on a limited selection of gear.
I picked up a KTM Rally jacket for a decent deal and perused their extensive parts area.
Nice guys in the shop
Their primary business has always been selling parts, accessories and service as well as some used bikes. I still go there for tires. They discount their tires and I can just drop in and get my tires mounted without having to make an appointment.
KTM has been moving that way the past 15 years, to control dealers, to move what KTM wants vs what the market wants. Is not just street bikes but dealers had to take 4-stokes to get 2-strokes. And sometimes take 2-stokes to get 4-strokes. Had to take SX bikes to get woods bikes.
Some thought Husqvarna would be used to restore dirt-only dealers but that doesn't appear to have happened.
I sympathize with Bill. He tried. Fortunately Beta makes a better dirtbike, and supports riders and dealers. There would not be an opening for Beta had not KTM dropped the ball.