Customer Service from Norton UK

G81 Can Cycle

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Well, "times, they are a changing", I believe Bob Dylan once sang (or I may be paraphrasing)

I needed some support for the race bike. I purchased a new set of rims earlier this year to mount rain tires. The rims did not come with rotors or a sprocket for the rear tire. Tire changes at the track were anything but "speedy", considering the fact we had to remove and replace rotors and sprockets for a tire change.

I contacted Norton UK last week to see if I could order all parts necessary to make the rain tire rims complete. Less than one week later I have a box on my desk with all parts needed. Now this is special treatment from the factory to support the race effort, but I think there is a renewed effort to support the dealer network, and increase customer service and support.

Thank you Norton UK

John
 
There has been a HUGE improvement in customer service. I've experienced it first hand. Thank you, Norton UK.
 
I've not experienced anything else , from an initial look on a factory tour,to placing the order,bike was ready when they said it would be ,back for first service & even a once over b4 I came over for my trip,they answer phone calls,emails,ring back when they say they will, can't praise em enough.
 
I think most of the problems lied overseas. Trying to get off the ground in an international market proved difficult. From what I've experienced (along with Norton's sincerest apologies) is a complete turn around. Instant shipping on parts, follow up phone calls, real progress. They are really getting their act together.
 
Another good Norton UK service story. Remember that I am getting support from the factory for the race effort, but I think it shows the level of customer service that the folks at Donnington are starting to provide

I called Stephen Green last Thursday with a list of spare, and an order for 2 new Carbon Fiber Wheels. Placed the order near the end of the day (UK time) and Mr Green told me that the order would go out that day. I expressed my surprise and might have been a little skeptical.

Monday, 4 days after the order, the parts are at my office. Thanks Mr Green

I think when we now hear of horror stories about getting bikes fixed, we should be demanding better service from the dealers. Norton UK seems to be trying to fix the start up problems. and job well done

John
 
G81 Can Cycle said:
I think when we now hear of horror stories about getting bikes fixed, we should be demanding better service from the dealers. Norton UK seems to be trying to fix the start up problems. and job well done

DO NOT blame the dealers IN THE U.S. for existing service related issues, they have all been at the mercy of the international portion of Norton's effort, a FAR CRY from their domestic effort.

It IS great to hear that the U.S. is finally receiving the much-needed support, especially for the long-suffering early release bike owners.
 
grandpaul said:
G81 Can Cycle said:
I think when we now hear of horror stories about getting bikes fixed, we should be demanding better service from the dealers. Norton UK seems to be trying to fix the start up problems. and job well done

DO NOT blame the dealers IN THE U.S. for existing service related issues, they have all been at the mercy of the international portion of Norton's effort, a FAR CRY from their domestic effort.

It IS great to hear that the U.S. is finally receiving the much-needed support, especially for the long-suffering early release bike owners.


There is no difference between "UK" and "International" with regards to Warranty and Service, it is the same few people here at Norton UK that deal with all of our Dealers world wide.
 
NortonFactoryUK said:
There is no difference between "UK" and "International" with regards to Warranty and Service, it is the same few people here at Norton UK that deal with all of our Dealers world wide.

Perhaps not clear enough; US dealers were at the mercy of transit time and lagging long-distance spares & support for the first few years, as clearly evidenced here and on other forums from first-hand accounts of very dissatisfied new owners with little to no riding time for many months.

THANKFULLY, there is increasing evidence that the logjam is broken through, and many of the bikes that languished are now being returned to roadworthy condition with updated warranty calendars (a big plus for Norton).

If I had the money to spend on another bike, I would now POSITIVELY consider owning a new Commando, but not with the excitement I had before it's release.

I do very much appreciate your first-hand involvement here on the forum, and all that Norton certainly must be doing lately to have turned all this around.
 
As many know here, I own a medium size manufacturing company. I have screwed the pooch many times and messed up product lines.

I stay in business because I admit the problem and take action to fix it.

I am commending Norton in this thread, because they screwed up. They admitted it, and they ARE TAKING ACTION TO CORRECT IT.

I have seen this action first hand, which in considering internet forums, is they only action I truly believe in.

It does not help to keep dragging up the past, when a company is showing a distinct, prolonged effort to correct a problem

Simon, Stephen, and company: Keep up the good work and carry on. Norton UK can be proud of how you are turning things around

John
 
Reflecting on the above, I am pleased to find that my enthusiasm is once again growing!

Being that I have several bikes for sale at the moment, and all indications are that I will be back in the "plus" column sooner, rather than later, there is the faint possibility that I might be able to take advantage of the fact that there are several used 961s on the market now...
 
grandpaul said:
... there is the faint possibility that I might be able to take advantage of the fact that there are several used 961s on the market now...

I hope you do. You would become another valuable resource to us all.
 
contours said:
grandpaul said:
... there is the faint possibility that I might be able to take advantage of the fact that there are several used 961s on the market now...

I hope you do. You would become another valuable resource to us all.

True This +1
 
grandpaul said:
G81 Can Cycle said:
I think when we now hear of horror stories about getting bikes fixed, we should be demanding better service from the dealers. Norton UK seems to be trying to fix the start up problems. and job well done

DO NOT blame the dealers IN THE U.S. for existing service related issues, they have all been at the mercy of the international portion of Norton's effort, a FAR CRY from their domestic effort.

It IS great to hear that the U.S. is finally receiving the much-needed support, especially for the long-suffering early release bike owners.

In my case, it was a "perfect storm". My dealership sold right after my purchase. They already had a pretty crappy rep in the area. So between Norton's temporary inability to address problems and major personnel changes at my dealership, owners, service management and staff included, my personal experience but blame on both. It took a while, but my dealership has improved 10 fold along with Norton's recent stellar customer service, I'm in good shape. 1200 trouble free miles and smiles.
 
Britfan60 said:
It took a while, but my dealership has improved 10 fold along with Norton's recent stellar customer service, I'm in good shape. 1200 trouble free miles and smiles.

So glad to hear it! I hope I never need Gold Coast's help, but someday I may. If I do I'll be sure to hook up with you on LI, Britfan60. :mrgreen:
 
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