Broken steering lock/unauthorised work by mechanics

Monkey Puzzle · 10 Mar 2015 at 22:02

The steering lock on my 2013 street triple r was broken a few weeks back. I took it to the local Triumph dealer to fix it, and was told by the guy dealing with it that he'd need to take a look, see what needed replacing and give me a call to let me know what needed doing, give me a price and when it would be ready etc.

Having not heard anything I call them the next day and am told the guy working on it doesn't work that day. I call a few days later as I still haven't heard anything, to be told the guy stopped working for Triumph, that it's taken them several hours 'as triumph fitted the wrong thread locking compound at the factory', but I wouldn't be charged for the extra time it took. When I do pick it up I find out they've replaced all the locks and fitted new brake pads, 2 hours labour and tried to charge me 510 quid all in. I was a bit annoyed at being charged so much for parts and work I hadn't agreed to, and they ended up doing the parts at cost and only charging an hours labour.

Does changing the steering lock require changing the ignition barrel/key, and for future reference, where do you stand if they do work without getting the go-ahead first?

Danm54 · 10 Mar 2015 at 22:36

The steering lock is part of the barrel yes. Did you ask them to change the full lock set or just the ignition?

As for the pads, I wouldn't pay for them if you never asked for them to be changed.
They should have advised you they needed replacing (if they did) and asked whether you wanted them doing before carrying out the work.

wazza300 · 10 Mar 2015 at 22:38

Not if the ignition barrel wasn't damaged,all they had to do was put in two new security bolts to hold on the barrel

They should have rang you first and explained what parts were needed and you could have said go ahead or not

They have just gone with putting a whole new lock set and charging you for it when all was needed was two new security bolts

And they still could have just renewed the ignition and gave you a spare key for it,not replace the other locks,filler cap seat lock ect

tl45 · 10 Mar 2015 at 22:39

Doesn't sound like good practice to me - they've not done what they said they would and let you know in advance what work was to be carried out.

The excuse about the threadlock being wrong I'd really take with a pinch of salt - for volume manufactured products the image someone stood there with a tube of loctite putting it on fixings before they are fitted just doesn't wash. The bolts will come in with the threadlock already applied in a controlled manner. I'd suggest maybe they struggled with the security bolts used to fix the ignition to the steering yoke...

They might well have needed to replace the ignition and key in order to fix the steering lock as it's usually all 1 unit but they shouldn't have replaced the other parts of the lockset without your consent - means all the keys match up but maybe you'd have accepted the lower cost and using 2 different keys if you'd had the choice.

Similarly for the brake pads, were they actually worn and needed changing? again even if that was the case they shouldn't have done the job without your approval.

Monkey Puzzle · 10 Mar 2015 at 23:58

Danm54 said:
The steering lock is part of the barrel yes. Did you ask them to change the full lock set or just the ignition?

As for the pads, I wouldn't pay for them if you never asked for them to be changed.
They should have advised you they needed replacing (if they did) and asked whether you wanted them doing before carrying out the work.

I didn't think they'd need to change the ignition key/barrel tbh, the guy doing it just said "I'll need to take a look to see what parts we'll need to order in, and I'll give you a call when I've taken a look to let you know what needs to be done etc". I couldn't see much of the extent of damage other than that the pig-iron bit of the steering lock had sheared off from the judicious use of scumbags foot. Ignition turned fine with the key and steering was fine for a 30 mile ride to the dealers. From looking at the lock the barrel and steering lock is basically one bit with the barrel sitting on top of the cast iron bit that sits in the triple tree, the steering lock bolt is fine, just the metal bit the barrel sits in is sheared. Seems pretty stupid if it's designed so you have to buy the whole thing and change locks for a small weak cast metal bit that's probably brokwn in almost all bike thefts.

I took the thread locking compound as probably bs.

wazza300 · 11 Mar 2015 at 00:20

It depends on the bike,i know mine splits it has two more security bolts that holds the ignition part to the steering lock part

Either way they should have asked you first before carrying out any work

atpbx · 11 Mar 2015 at 08:59

Thanks is for the free brake pads, here is the payment for the job I engaged you to do.

ttaskmaster · 11 Mar 2015 at 13:26

Monkey Puzzle said:
Does changing the steering lock require changing the ignition barrel/key, and for future reference, where do you stand if they do work without getting the go-ahead first?

No, it usually does not but as dealers tend to have fitters rather than actual mechanics, all they're qualified to do is swap out the complete unit.
Certainly they should not have done anything they weren't authorised by you to carry out (check any paperwork you may have signed, to see if there's any such authorisation in the small print) and you should not be expected to pay for it.

If you need legal assistance, contact your local Trading Standards - They will have a free advice line. This will probably come under the Supply of Goods and Services Act (1982).

Danm54 · 11 Mar 2015 at 19:31

To be fair I've only seen older bikes and the steering locks are part of the barrel. Certainly something a dealer would change as one unit. Not necessarily the same on newer bikes.

I wouldn't be happy paying for a full lock set, they must be able to supply just the ignition barrel?