One concern that we have noted and you can see from several threads posted here is that the majority of issues we have seen come across our desks over the last 6-8 months on these bikes have been created by folks wrenching on their own bikes where when left in the original stock state little to no trouble at all
Mike, if you are sincere about considering offering service manual to your customers, that's a good thing. If you don't mind, I'll wait to thank you when and if when it actually happens
Although I don't see how warranty issues that came across your desk has anything to do with availability of a service manual. Some people aren't very smart or mechanically inclined, they are going to screw up their scooter/motorcycle and then try to claim a warranty problem. That's part of the business, it's always going to happen and it's not exclusive to the scooter industry.
Not all people are dishonest or immoral like that, and I don't see the merit or fairness in withholding a service manual for anything related to a warranty issue. If anything, maybe a wanna be mechanic would do better by having the service manual in the first place?
My HD 200 EVO came from the dealer with multiple stripped bolts/fasteners and a non-nonfunctional front brake. I took care of all of these problems myself and didn't bother with a warranty claim from Alliance/SYM (you're welcome!). Michael McDaniel sent a replacement front chrome grill that had already been ordered by the dealer (which I thanked you for). I had a carburetor issue because one of the screws to the diaphragm/slide cover was frozen and had to be drilled out. Unfortunately the slide assembly was damaged and I replaced the carb myself, again no warranty claim.
I did not hold Alliance/SYM responsible or imply that it was their fault. I readily admitted that if I had left the scooter in stock condition there would not have been a carb issue (even though the frozen screw was not my fault).
I was complaining and unhappy because the replacement carb was overpriced at $400+, there was no availability on a part to simply replace the slide, and Alliance was the only available place to order the exact replacement carb from. I might have been a bit snippy and short about the entire issue, but that was just a few weeks after the horrible experience with the local dealer. I really wish you would do something about that situation Mike. That guy is a menace mechanic and his first reaction when being confronted by me was to bad mouth SYM's quality!
I'm glad to see you're considering changing your policy on the service manuals. I guess my complaining wasn't enough, but this thread proves that most of your customers feel the same way. Now maybe if you actually take action on the local dealer problem I might be willing to "bury the hatchet". I don't think we are ever going to be good friends, but if you are willing to make the effort to fix some of the legitimate issues I have brought to your attention, then there is hope for SYM USA and Alliance.
I really like SYM products, I have bought three of them and really think they are great machines. Mike, you have the opportunity to do it right and make SYM one of the top recognized brands in America, it's not too late!!!!! Choose your dealers carefully, listen to your customers and don't worry about trying to make money right away. If everything is done right, you will end up with dealers that support SYM/Alliance and make you look good, giving you many loyal customers. Expanding the dealer network just for the sake of making it bigger, isn't going to make SYM/Alliance successful in the long term.
Good luck, and I hope you resolve these issues soon. I would love to be able to support SYM/Alliance again...