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Customer service and Motorcycles, an impossible combination?!

Discussion in 'Access Norton Pub' started by Eljahara, Apr 13, 2019.

  1. Eljahara

    Eljahara VIP MEMBER

    Joined:
    Jul 8, 2018
    As some of you are aware, I had a few issues with Norton customer service prior to and post delivery of my 961 - many other members have had similar issues - however, communication is now MUCH better and as expected. My reason for posting is that it does not seem to be isolated to a single manufacturer or franchise and many of the bike publications carry letters indicating customers being ignored, poor customer service when things go wrong etc ..
    I ordered a Speed Twin from my local dealer in February and was given an indicated delivery date of end of March. I called in on 5 April to check on progress, choose number plate and such. I was extremely surprised to find that the franchise had been sold and the new dealer had taken on the showroom on 1 April. The new dealer was not able to access my details from Triumph HQ due to GDPR regulation but assured me that orders were being processed and he should have some clearer information by today. A visit to the dealer today and ....no further information. I am apparently not the only customer in this position as the previous owner did not inform any of us that he was going!
    The new owner cannot refund my deposit of £1000 as it was not paid to them and is not in their accounts, he needs to contact Triumph HQ to see what the score is and will “get back to me” it will however still be used towards the balance once the bike is delivered - in May so someone has the money?
    Anyway, I don’t think this is an isolated incident with the sale of bikes and does not seem to happen with the same frequency with cars.
    John
     
  2. jbruney

    jbruney

    Joined:
    Jan 5, 2019
    What a convoluted mess. Keep your receipt handy & and I hope you soon receive your bike.
     
  3. Craig

    Craig VIP MEMBER

    Joined:
    Dec 20, 2005
    This past week I got a set of desmotimes intake port plugs delivered ... wrong size had been clearly listed on their site for my bike .... I could return them @ $37 CAD shipping and they would replace with correct size with another $37 CAD shipping cost back to me .... no honour left in some places .... was only a $20 CAD order plus the same shipping cost to start with .... ended up going to local nut & bolt store and got 2 zerk fitting rubber boots to cover the original intake plugs cost was $1 CAD .... duh ..... so am out the $57 and I have 2 useless intake port plugs for my trouble .. and LT has lost a good customer .....
     
    Last edited: Apr 13, 2019
  4. jbruney

    jbruney

    Joined:
    Jan 5, 2019
    Learning curve in progress. They would be off of my list after receiving opinion..
     
  5. gortnipper

    gortnipper VIP MEMBER

    Joined:
    Nov 11, 2013
    Blame it on Brexit. Or Trump. Same deal.

    (Ducks head and runs...but pretty sure it all starts in a similar place...)
     
  6. Fast Eddie

    Fast Eddie VIP MEMBER

    Joined:
    Oct 4, 2013
    John, I’d you paid your deposit via credit card, your credit card company may be able to help you retrieve your deposit.

    That’s what I’d try and do, and then place an order elsewhere.

    A mate of mine just tested Speed Twin, he absolutely raves about it !
     
    Eljahara likes this.
  7. Eljahara

    Eljahara VIP MEMBER

    Joined:
    Jul 8, 2018
    Nigel
    Yes, looking into that but giving the new company (Lings - they have a good reputation) the opportunity to sort tomorrow.
    I agree, when I tested the Twin I found it had the performance of the thruxton with a comfortable riding position (for us creaky old uns)
    Anyway, back to topic, it does seem that motorcycle sales and parts for such are not as smooth as for other vehicles - lots of complaints in the press, on web forums - especially for parts for older Nortons
     
  8. Fast Eddie

    Fast Eddie VIP MEMBER

    Joined:
    Oct 4, 2013
    Well obviously....

    That’s becasue if you did a ‘normal distribution’ study of the demographics involved here, you’d no doubt see us old Norton owners clustered together as outliers in the ‘grumpy old man’ / ‘Victor Meldrew’ sector !!

    C’mom, be honest, how many times do you catch yourself wanting to say through gritted teeth “I don’t belieeeeve it” !?!
     
    Eljahara likes this.
  9. jbruney

    jbruney

    Joined:
    Jan 5, 2019
    Every time I see someone suddenly offer recently discovered NIB 100% NV parts at discount prices, or some such other breeze blowing through the hole in the seat of my trousers.....I don't believe much of anything until I've seen it or it comes from known reliable sources. Although I've learned to lower my expectations and survive quite well.

    ...And I am grumpy sometimes. You just don't jack with a man's Norton.
     
  10. Craig

    Craig VIP MEMBER

    Joined:
    Dec 20, 2005
    Have similar troubles here with our one moto super store : Triumph, Ducati, BMW , Indian , Kawasaki and Suzuki and maybe Yamaha ,I think ... last time I called parts dept. I asked for valve stem seal for ‘07 ST3s , the reply from partsman was “ is that a ski-doo “ .... even with the huge recent expansion ,parts and service are very poor and costly .... glad I have been able to keep my bikes tip top without help from them , I do make the 1&1/2 hr drive up there now and inspect any parts I’m getting from them .... almost like a mobility store if your phone is 2 yrs old no employees have a clue as it is old ...
     
  11. ashman

    ashman

    Joined:
    Jul 11, 2010
    My Triumph dealership has always been good and looked after me have brought 2 new Thruxtons off them a 2013 and a 2016 gave me a good deal for both, the service department is also great to deal with but they have only done first service and a few recall but they did put my Racetec spring and Eclumator in the old Thruxton, it was cheap and they set them up perfect for my weight, the parts section needs improvements and are always replacing staff there, if you need to order parts that aren't in stock can take up to 6 to 8 weeks if it got to come from the factory, but the sales team are like old mates now and we always have a good chat when I come in to get filters etc.
    Good service they know you will keep coming back and even better coming back for a upgrade in a new bike down the road.
    My local Norton parts shop where I been getting most of my parts from over the last 40 years at BJs in Brisbane the owner can be very rude sometimes but they always have the small and all parts you need without waiting but some of his prices can be a bit much but if you haggle with him he gives into you, but my Norton is pretty well reliable and I don't go there much theses days and if I am in no hurries I go through RGM and a few other suppliers from OS.
    But a lot of troubles happen with staff who don't know what they are doing, Triumph Australia are always sending imformation all the time about their dealers and how you were treated as a customer and if they aren't up to scratch they don't last long selling Triumphs.

    Ashley
     
  12. Eljahara

    Eljahara VIP MEMBER

    Joined:
    Jul 8, 2018
    Ashley,
    Your experience with your Triumph dealer sounds very much like my own - I bought 4 bikes from them over the last 10 years - a tiger 800, a street triple and two Sprints. Service team were excellent and would not charge you for unnecessary work etc.

    However, when I ordered a Speed Twin in February the owner and sales staff neglected to inform me that the business had been sold, I have since found out that they were going to close at the end of March whether the franchise had been sold or not. I was asked for a deposit of £1000 to place the order - the new company don’t have this on their books!
    In the end I guess it just came down to how much they could take from the company before they left, as I said there are 4 other customers in the same position with the new company trying to sort the mess with Triumph HQ.
    There are, of course, some good stories of excellent customer service but there are many many more where motorcyclists have been treated badly.
    John
     
  13. ashman

    ashman

    Joined:
    Jul 11, 2010
    Hi John, hope everything works out good for you, when I ordered my 2 Thruxtons over the years I only put a $100 deposit on each one, but they are a big dealership network, but you hear a lot of dealers going bust and still take deposits for bikes knowing quite well they are selling up or closing down, hopefully Triumph should do the right thing and look after you and take legal steps against the old dealer, in away its theif and if you have a recite for your deposit its a legal document.

    Ashley
     
  14. Craig

    Craig VIP MEMBER

    Joined:
    Dec 20, 2005
    I contested my issue with vendor
    “ DesmoTimes” through PayPal .... guess my sense of FairPlay is still realistic , have received a full refund including shipping costs ... yeah ! one win for the little guys !
     
    Last edited: Apr 19, 2019 at 2:19 PM
    NPeteN likes this.
  15. ashman

    ashman

    Joined:
    Jul 11, 2010
    Dishonest sellers don't like PayPal but its protect buyers, glad it worked out for you and another good thing going with PayPal is the sellers don't get your CC details.

    Ashley
     

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