I always used the Yam dealer in Carlisle (who isn't there now...) and they were excellent. Every single part that needed attention or inspection got it, warranty work was usually initiated without my involvement and carried out to a high standard.

Not all dealers are bad ones. There are some exceptionally passionate, experienced and capable mechanics out there.

Remember that they only do the work you ask them to do - if you ask for a service, you are going to get a check and oil change, if you expect a full strip down they you need to tell them that. For instance, you don't need to remove the wheels to check the bearings, the cush rubbers don't come into the service schedule at all. You might expect the bearing re-packed, but unless you say "please re-grease all the bearing" it's not going to happen.

Many of the complaints are down to high expectations and bad communications rather than ability of the mechanic - IMHO

I usually cringe when I see statements like "I do a better job myself", some people are mechanically minded and very capable, many others think they are. Apprenticeships run for years (proper ones - not these apprentice-lite things the Government brought it lately) and there is a good reason for that, there is allot to learn. While I'm happy to do all the service work on the Tenere (but not the Tiger), I still send it in for a check once a year, just to make sure I'm doing everything right.

I'd like to think there are more good than bad dealers out there. In fact there probably are.

We tend to hear more on forums from those that have had problems, rather than those that are happy. Just because there might be nine, "my dealer is rubbish" comments to every one, "my dealer is excellent", does not of course mean 90% of dealers are useless.

The sad thing is, in the real world (not the parallel cyber universe), we do the opposite - hardly anyone actually communicates their grievances face to face with their dealers. We often say nothing, moan on the interweb, then take the bike elsewhere! How can they improve their customer service if they don't know what the customer thinks? To be honest, how often do we actually tell them (or anyone for that matter) when we're pleased with them? Mind you, how often does a dealer phone you up a couple of days after a service/maintenance and say: "Is/was everything OK? If there are any problems or questions, just pop it back or give us a call."?

GULG is right, better communication (on both sides) would go along way to improving "the dealer experience".

B0llocks.

If I go to a Yamaha franchised dealer, pay their prices, and say "Please do the 12,000 mile service on my Yamaha XT660Z", I expect them to do everything that's in the service schedule for that bike at that mileage. Otherwise what is the point in having franchised service centres?

I shouldn't get phoned up during the service to say "do you want us to check the valves, that'll be �50 more than we quoted you". I shouldn't find out a few thousand miles later that the suspension/steering bearings are dry and failing, despite the instruction to grease them at the service.

I was going to say that...

Exactly (this is what happened to me), when you put your bike for any service 4k, 12k etc you expect that the service is carried out in accordance with the book. However, as said above, if you ask them "Have you done this or that (which should be included within the service anyway)" they say "No we have not, but we can if you want its gonna be ��� + VAT on top !!!!

Personally I dont think a stamp in the service book is not worth �150+ anyway...unless you trust/know your dealer/mechanic.

Calm down.

You've made a bit of a school boy error there.....

I said 'service' you said '12,000 mile service on my Yamaha XT660Z' - I was pointing out how a simple terminology error was showing a lack of specifics and therefore a communication breakdown culminating in dissatisfaction. You made a specific statement, which relates to defined set of checks, adjustments and servicing of specific parts. Yes, I would expect, having made the statement you did, that the work was carried out as per the service schedule.
Bikes rarely meet their service requirements based on mileage, it's usually a annual service, I think the average mileage is something like 3-4k depending on who you speak to. When you take a bike in, you might have had a 6k service at 2.5k, and now you are on 5k, you really want a 2nd year (12K service, dealers aren't mind readers, so taking a bike and saying "please service my bike" does not tell the dealer anything, a good dealer will question you to ascertain what type of service you want, some may not. If you ask for a service, expecting a 12k, 24k, 50K service you are not going to get one without being specific.

Only a moron would expect to have to list the items you want looked at, but asking for a 'service' is not the same as being specific in the service you want.

Cush rubbers are not in the service schedule. They will never be checked, replaced of packed.
Re-greasing of bearings in not in the 6000 service schedule, or the 12,000 - it says 'check' (Swingarm bearing are re-greased every 50,000km)

Before moaning about people not doing the work, you need to understand what you are asking for. Bearings (I'm going to use these as an example) will be checked for play, if they are faulty YOU ARE GOING TO HAVE TO PAY EXTRA, it's not rocket science, it's very simple economics. If you expect something for nothing, you are being foolish.

I am very clear on what I am asking for - and I've never been disappointing.

Reading pages and pages of moans about dealer serving all over the internet forums usually have one thing in common, people expect more work that the service schedule specifies. Service Schedules are nothing more than basic checks with some consumables being replaced. People expect strip downs, where a suitably qualified and experienced mechanic will say "them bearings are fine" he can tell more by moving the wheel than he can from looking at them.

If you don't like taking your bike to a suitably qualified and experienced mechanic, don't, it's your choice.
Would I buy an unknown bike without a nice stamped service book, no. Not because there is anything wrong with it, but because there is no evidence that it has been looked after, which is not the same as it 'not being looked' after. It has nothing to do with a change in value, it has everything to do with the ability to restricting the people you can resell to.

But more importantly, while I'm hurtling along at 60mph, I want to ensure that something isn't going to fall off/fail because it was fitted or repaired by someone who 'had a fair idea' of what to do.....

Yep, I have never had anything serviced anywhere ever.....

I can't bear the thought of not knowing if it's been done right or handing over cash for something that most people can do themselves.

I've never taken a hit on any vehicle for not having a FSH, what I do is log what I have done and when I have done it in the service book and attach the receipts for oil and filters etc, people quite like that.

It's always good to get to know your machine too as you never know when you might need to give it some attention in the middle of nowhere.

I know there are good workshops out there. But I've had enough issues such as axle nut left loose, too- tight chain, wrong oil (in one case gear oil was used. 90 weight hypoid) etc that I do my own work where possible. Only one person to blame...