Learning To Post
Join Date: Oct 2019
Location: Ottawa, Ontario
Did the Suzuki Dealer Break My Cam Chain Tightener?
I took my bike in for some scheduled maintenance and I'm wondering if the dealer (Motor Sports World, Ottawa, Ontario) broke my cam chain tightener. Let me know what you think.
I dropped off my 2008 Suzuki GSX650F for scheduled maintenance and I got a phone call a few days later that has shaken my confidence in Suzuki. The dealer says that the cam chain tightener broke while the technician was cranking the engine by hand during a valve adjustment procedure. The dealer said that “it was a good thing that I brought the bike in when I did”. I asked if this was a common failure, and the dealer said she’s seen it once before, which I’m guessing means that this part is not something that typically breaks. And having it break while the technician’s “hand is in the cookie jar”, particularly considering that the bike has been so reliable and problem-free, seems oddly coincidental.
The dealer went on to say that the broken part fell down into the engine, and the top-end needs to be removed in order to retrieve the broken piece, so could I authorize the additional work that is required.
I realize that it is natural for customers to be suspicious about dealers trying to up-sell required services, however, this is not your typical “overdue service needed” or “parts showing excessive wear & tear need to be replaced” situation. (And considering that the dealer has recently moved to a new & larger building, it is easy to see how the dealer would welcome some additional service revenue.) I fully appreciate that unexpected servicing is sometimes required, however, the circumstances make this situation difficult to accept.
This situation could in fact be one where the timing of the break is very fortunate, but I find it hard to not be suspicious. I wrote to Suzuki Canada Customer Service asking them to investigate the situation, and restore some degree of confidence that Suzuki’s products and dealers are reliable and trustworthy. So far, all I heard back was a phone message from the dealer that the ordered parts will arrive in about a week, which further makes me wonder how frequently that part breaks. A second email sent a week later to Suzuki Customer Service asking for an update is still unanswered.
So what do you think - is this a legitimate maintenance issue, or should I be suspect of Suzuki and the dealer?