Join Date: Feb 2006
Location: Redmond, WA, USA
Big Twin BMW, Boise ID, Kudos for doing it right
So after a few adventures getting to CCR, checked everything thoroughly Thur eve when I got back from lunch sponsored by Big Twin and all was well. Friday morning up at 5 to get started on the way back so I could spend a day with my sister's family before showing back to work. Checked the rear tire pressure - uh oh, only 30 lbs. Couldn't find the hole, so hoped it was the valve stem, but no such luck, when sprayed with a little soapy water found the pin hole leak. So, aired it up and off to Big Twin to wait for them to open.
They all showed up around 8:30 (opening is at 9) and were able to move me to the top of the queue and were done by 10. So on the road with only a few hour delay, very thankful.
As some of you know, I was running on a borrowed rear wheel and tire, so when I stopped in Topeka to exchange it, Dean noted that the tire was the Marathon version, not rated for the LT.
I don't know about you, but anymore I don't really expect anything from a vendor, so almost just wrote it off as a bad experience. Certainly I had some culpability in the situation as I took possession and rode off with it. Anyway, at the encouragement of Dean and others, I jotted Big Twin a note to let them know that somehow I ended up with the wrong tire on my bike, not really expecting anything.
To my surprise, Neal Black (service manager) wrote back immediately, saying their records (my invoice) showed they had mounted the correct tire, and they had checked their inventory, and couldn't figure it out, but the tire must have been mislabeled from the factory, but they wanted to make it right. And so, without questioning my veracity or culpability, Neal asked if he could refund the cost of the tire, of course, I gratefully accepted. Check showed up this week.
I'm absolutely amazed, maybe I shouldn't be, but if you are ever in Boise, ID, you can count on Big Twin.