Justin V

Bad service

I am a big KTM fan, but the service that I got today made me change my mind about the brand KTM. I booked my 2019 KTM 125 SX for its 70-hour service. The left shock leaked oil and had to be changed, the air filter needed to be oiled, the clutch needed to be adjusted, and the front wheel tube needed to be changed. I got a bill of R6338 for the service. The labour was R3500. I understand the shock can take long, but 4.5 hours of work for just those things is a lot. When I asked the mechanic, he said he worked 8 hours on the bike, so I don’t know if he tried to rebuild the bike while watching YouTube tutorials or what. He said the shock took him 1.5 hours, and the other things, which are minor jobs, took him 3 hours. I tried to speak to the manager, but the service I got was terrible. I tried to understand what took so long on the bike, because he said the shock should take 3 hours, and the mechanic said it took him 1.5 hours, so something does not match. Halfway through our conversation, the manager left to deliver a bike. He didn’t even greet me, just said another manager would help me, and then he left. The other manager sat on the steps and talked to the other employees—probably about what they were going to do this weekend—while I, the customer, stood there for 5 minutes waiting to continue my query about the labour, which is way too much. I approached them and asked if someone could please help me because the other manager just took off. One guy said, “This guy will help you because our service is ****.” I asked the second manager to help me solve the problem. He said the shock should take 2.5 hours. So, there are 3 different times given to me. How am I supposed to believe the labour hours are true? How do I know they didn’t only work 2.5 hours on my bike and then charge me another 2 hours for nothing? The second manager told me the carburetor takes 1 hour to clean. I told him I can do it in 30 minutes at home. He told me then I should have done it at home. I also asked them to clean my bike. There was still oil on the back of the exhaust and oil marks on the plastic that were not there when I brought in the bike. He then said to me, “This is a dirt bike, you need to tell us if you want the bike shiny.” They took the bike, wiped it a few times with a cloth, and said it was clean. I paid the money and left. My aunt phoned the manager to ask about the labour cost that was very high for no reason. The manager was very rude to her and asked if she wanted to pay R100. THIS IS KTM CENTURION IN SOUTH AFRICA. I am really disappointed in the way they treat customers, especially loyal customers. I’ve never gotten good service out of this branch, and I think no one will.