Service Plan (part deux)

[Rambler1982]

Some of you might remember this thread not too long ago...
http://ducatimonsterforum.org/index.php?topic=19329.0

As it turns out, it looks like I might actually be moving now. Since I have yet to have a single service on my M696, I went to the dealership and politely asked if they would refund my $900 since I have not (and will not) get service done to my bike.

The guy at the dealership went into a long-winded speech about how money from a service plan goes into a service kitty, and how it's a separate entity involving the corporate office, and how its really not his decision. But he said he'd see what he could do for me. He said one option might be to transfer the funds to an extended warranty, or give me the credit in parts. 

I told them I would still need the 600m service done before I move. And I offered to pay the full price for the first service, then get reimbursed for the remaining difference. Again, he said he'd have to check with corporate and see what he could do for me.

I wish I didn't feel so uneasy about this, but I've been losing sleep over it. It was a dumb decision to enter into that service plan, but I didn't know any better at the time. Now I feel like I'm being taken advantage of.

[flyinlow]

You may want to check with your state. Most states govern the terms in service plans as far as what can be refunded and when.

Also, look at the agreement you signed (I'm assuming you signed an agreement). If there is no agreement and it was a line item on the sales contract, you don't have much to go on.

You want to arm yourself with as much info as possible, so check out what your state laws are in reference to service contracts. Also, I would use the fact that they quoted you the wrong service intervals, but again, if this isn't written down anywhere, you don't have much to stand on.

Personally, I never sign up for service contracts because of the exact things you mentioned. Sure it might save you the cost of one service over the life of the service plan, but what if you don't like the bike, or you wreck the bike, or move away, etc. Most don't offer refunds or transferability.

Also, most dealers give you the option of still purchasing the service plan before the first service is due so that you can take some time to think about it.

If nothing else chalk this up to a learning experience.

[TiAvenger]

The fact that you are moving is kinda a moot point as far as the dealer is concerned, you signed a "contract" for service, and he is still willing to live up to those terms, it is you who wants to break the contract.

That being said,

Him stating he will try to work with you on a possible credit/ exchange shows that he is being more than reasonable. If they give you an extended warranty or parts equivalent to the plan, consider yourself lucky.

My local dealer would have told me, "you paid, ether get your services here, or don't, we already have your money and you cant do shit."

[Rambler1982]

The fact that you are moving is kinda a moot point as far as the dealer is concerned, you signed a "contract" for service, and he is still willing to live up to those terms, it is you who wants to break the contract.

Yes, it is me who wants to now break the contract. But when I entered the contract, I was told by the dealer that my bike has service intervals of 4,000m, so I entered into a service contract for 4,000m intervals. Turns out the bike really has service intervals of 7,5000m. Now, I've only been out of law school for 2 years, but that seems like a pretty clear case of material misrepresentation to me.

Him stating he will try to work with you on a possible credit/ exchange shows that he is being more than reasonable.

Yes, it would be reasonable for him to work with me like that. But at this point, all he has said is that he'll "try" to do so. I have yet to hear from him, and wouldn't be surprised if they called me back and said, "sorry, you're SOL." 

When I bought my bike from that dealership, I felt good about it. I thought they dealt with me honestly and fairly. I got a good, hearty handshake and knew that it was an honest one. I would gladly recommend the dealership to other friends of mine. I hope this experience doesn't change that.

[Rambler1982]

If nothing else chalk this up to a learning experience.

Yea, it will be a learning experience, but an expensive one at that. Maybe I can use this as an excuse for finally pulling the trigger on those Termis 

[mitt]

Yea, it will be a learning experience, but an expensive one at that. Maybe I can use this as an excuse for finally pulling the trigger on those Termis 

That is universal in life, weather it is school or the real world, learning is expensive.

mitt

[Howie]

As far as the 4K 7.5 K intervals go, yes, the manual calls for 7.5K between oil changes. but most of us do an oil change between those services.  If the dealer recommends more frequent service and covers this under the contract that is not a problem.  If the dealer claims you must do the service every 4K to maintain the warranty that would be wrong.

It is a good idea to know what rights and resources are on your side if the dealer does not want to give you a refund, but you need to see what happens.  You were speaking to an employee who may not have the power to make the decision.

[patroldawg]

Some of you might remember this thread not too long ago...
http://ducatimonsterforum.org/index.php?topic=19329.0

As it turns out, it looks like I might actually be moving now. Since I have yet to have a single service on my M696, I went to the dealership and politely asked if they would refund my $900 since I have not (and will not) get service done to my bike.

The guy at the dealership went into a long-winded speech about how money from a service plan goes into a service kitty, and how it's a separate entity involving the corporate office, and how its really not his decision. But he said he'd see what he could do for me. He said one option might be to transfer the funds to an extended warranty, or give me the credit in parts. 

I told them I would still need the 600m service done before I move. And I offered to pay the full price for the first service, then get reimbursed for the remaining difference. Again, he said he'd have to check with corporate and see what he could do for me.

I wish I didn't feel so uneasy about this, but I've been losing sleep over it. It was a dumb decision to enter into that service plan, but I didn't know any better at the time. Now I feel like I'm being taken advantage of.

hey bro, you didn't make a dumb decision... don't lose sleep.  I don't care what anyone says, there is rarely such a thing as a truly "good deal" for anything involving the purchase of motorized transport and accessories related to same.  Dealers are in business to make money, not give away shit for free.  you did something you felt was going to be the best thing to take care of your new bike.  so, what? you paid a few extra bucks.  from experience, though, pre-paid service contracts are non-refundable, no question on that.  if they give you credit in parts or compensate you in some way, they would be going above, in my opinion.  the only type of contracts i've see refundable are extended warranties, and those pro-rated refunds. 

[mxwinky]

Maybe I missed something, but you're moving so presumably you're going to have a Ducati dealer somewhere in the vicinity of where you're moving to, correct?  Why not have the service plan transferred to the dealership in your new area?  I know for a fact that the service plans are transferable so this shouldn't be a problem at all.  You won't be out any money and your bike will still have the prepaid services you wanted in the first place.  I work for a Ducati dealership and I've seen this done numerous times.  Don't lose sleep, just have it switched and rest easy. 

[Dave R]

Most often pre paid maintenance programs are in house programs, not transferable to another dealer.  The reasons they are offered are to of course assure future services are performed at the dealership it was purchased from and to also help the consumer save some $$ by paying up front for future services.  Most all pre paid services are offered at a substantial discount and basically the dealer is excepting the gamble of whether or not someone will take full advantage of all services.  Some will some won't so it balances out over time for the dealers and they keep your business at their store.  It also presents the opportunity for additional business when the bike is brought in for service.  I am not clear how this type of a program could be transfered to another dealer, I think you may be confused ?   An extended warranty program like Ever Red would of course be valid at all dealers around the US.   

Regarding this thread, I believe the dealer is being very fair to offer some options for future parts credits or other services like Ever Red.  I would encourage you to read the docs you signed for your pre paid maintenance and I am certain you will clearly see the dealer does not have to give an inch..but it sounds like they offered an olive branch.. grab it !   

Maybe I missed something, but you're moving so presumably you're going to have a Ducati dealer somewhere in the vicinity of where you're moving to, correct?  Why not have the service plan transferred to the dealership in your new area?  I know for a fact that the service plans are transferable so this shouldn't be a problem at all.  You won't be out any money and your bike will still have the prepaid services you wanted in the first place.  I work for a Ducati dealership and I've seen this done numerous times.  Don't lose sleep, just have it switched and rest easy. 

[Rambler1982]

I would encourage you to read the docs you signed for your pre paid maintenance and I am certain you will clearly see the dealer does not have to give an inch..but it sounds like they offered an olive branch.. grab it !   

This is true, and I'm very appreciative of the dealership offering to work with me (if in fact they do, because for now they just said "maybe" they would).

That being said, what about the fact that I was told my bike needs servicing every 4,000m and I relied on that statement when paying for a service plan for 4k, 8k, and 12k miles, only to later find out that my bike actually has service intervals of 7.5k miles?

[psycledelic]

Just my 2 cents, but looking at the price to the mileage covered, it sounds to me like the dealer has somehow formulated their own service plan that covers all the bases of the bikes service up to 12000 miles.  Not sure why, but they may have decided that different intervals for different part of the services was a good thing and grouped them up into four service appointments instead of three.  I don't think it was any kind of deal, but for servicing up to 12000 miles, I don't think you were getting ripped off that bad.   

I'd get the exhaust (if their offer holds true).  Mine is a year old and still makes me smile.  Good Luck!

[Dave R]

Seeing as you are moving and they sound like they are willing to work with you, does the mileage portion still bother you ??  Maybe just ask them about that portion for your own clarification.   My guess is they have offered a pre paid program for some time and either gave you an old brochure or they may have just been confused..  The extended service intervals only started in 2007.  I would think it is a clerical thing and not worth worry about at this point 

This is true, and I'm very appreciative of the dealership offering to work with me (if in fact they do, because for now they just said "maybe" they would).

That being said, what about the fact that I was told my bike needs servicing every 4,000m and I relied on that statement when paying for a service plan for 4k, 8k, and 12k miles, only to later find out that my bike actually has service intervals of 7.5k miles?

[patroldawg]

details of a contract are in the fine print, but the dealers are consumers, too; thus, they would appreciate disclosure of at least the BIG important things upfront i.e. "this non-refundable", "to be used at this dealership only", "your required interval is 7, but we're doing 4k, 6k, 8k, 10k", or whatever the scenario is.  but, disclosure would probably dissuade purchase, so why bother

[mxwinky]

With the information we're getting about the policy you bought, it does indeed sound like an in-house program rather than one handled like an extended warranty policy.  If this is the case then it will not be transferable, but a reasonable dealer who knows you're leaving the area should be able to offer a refund, or at the very least in-store credit which will allow you to mail-order parts from that dealership until your dollar value is used up.  As for the difference between the actual service intervals on your bike and those outlined when you were sold the policy, I'd suppose it could be explained by either poor communication by the F&I person handling the policy or the policy being written in a broad-blanket fashion to attempt to cover as many bikes and service interval needs as possible with a single price structure.  Either way I'm sure it was misleading and led to your confusion at the time of purchase between the service intervals being floated around and those that actually apply to the bike in question.  Perhaps the moral of the story is for the (prospective) owner to try to educate him/herself as much as possible about the service needs of any bike being considered.  And of course it's always best to be ultra inquisitive.  Ask questions!  Must I buy this now or can I think about it for a couple days?  If I buy this and later change my mind, is it refundable?  Is this policy transferable to another dealer out of state or to another buyer if I sell the bike?  This is not meant to slam you in any way but to help anyone out there reading this who is possibly considering the purchase of either a prepaid maintenance agreement or an extended warranty policy.  Both can be tremendous values, but the fine print is worth knowing.