Disappointed with MotoMail! How do you find them?

[Simm0]

Over the last 5 years we have spent somewhere in the region of $3500 with MotoMail in Auckland but today they have lost our business !! How well do you rate their customer service, please tell us the Good and the Bad.

Our experiences (mine and my wifes) always start with when you want to buy, they are very accomodating, very eager to help you try stuff on and of course want you to try the next level up. Its when things dont last or have faults that in our experience they start to become uninterested. Over the years I have returned a pair of Rev It trousers which leaked badly in the first few months, they were replaced after being sent away for testing. They agreed to give me 50% of the price back when the zip on an over jacket kept coming undone, the 50% was based on the fact that I was willing to buy the much more expensive overjacket.

The final straw was today though, my wife bought a new Jacket, Trousers and Boots a week ago and on Sunday she took off the tags so we could go for a ride out and grab some lunch. When we got there she noticed a split seam on one of the arms. When she took it back today she was told it needed to be sent away for repair, probably 2 weeks, no exchange and no money back. The jacket was worn for 1 hour and you could plainly see it came out of the factory like it.

So, good range of products, good location (if you live near Auckland) but very poor customer service. The absolute legal minimum in my experience.

Hopefully we will see the Jacket reparied but after that Motomail wont see us again !

What is everone elses experience ???

[Maha]

Taking from a 2011 thread...

''So I walk into this shop October 29th 2011 to get a repair done to my Revit Jacket (waist strap) which I dont expect to pay for, as it was only months old.
Whilst there, I ask about a ''that'' helmet I want..and order/pay for, a venture grab handle.
All happy...I leave.
I have to chase up the jacket repair a week later (which was going to take 2-3 days)...all good, I am still waiting to hear about ''that'' helmet....
Forward to Dec 1st 2011...still no sign/word on the grab handle which I paid for on Oct 29th.
I call them to enquire.
They call me back and inform that it was never ordered!

I tell phone man that we have spent around $2000 in the shop this year and would not like a $31 sale to stop me ever stepping into that shop again..
He is onto it and will have the part delivered without cost''...(like I was ever going to pay for that)

PS: I never did get that Helmet (well not from them anyway) I have however, been back there to spend more money.
A little bit of redemption has been restored, that jacket has been back in since that post, and repaired without cost to me...but once again, I was never going to pay.

PPS: The sales staff really know there stuff to be honest.

[paturoa]

2 scenarios for me.

Bought a Rjays clone expanding bag (were out of stock on Rjays) and said at the time that it didn't look as strong as the Rjays brand as it had lighter stiching and smaller size zips. Anyway a week later the front zip stopped merging like a zip and one of the seams pulled apart at the stiching. Took it back and no problems swapped then and there for the Rjays. All good.

Bought an Rjays adventure helmit. I took the display lid as no others in stock. When I got it home I noticed that the peak was cracked. Rang them up and sent an email with photos. Didnt't even have to go in. They orderred a new one and I went in a couple of weeks later and picked it up. Again, all good.

Guess only the best looking bikers get the good service!

[Road kill]

Hey Simmo,,,,did you get off that shop lifting charge ?

Or is it to soon to be talking about that ?

Oh yeah,,,that shiela you mentioned,,she didn't actually have the clap mate,,,best you get yourself checked.

BTW,,,,nice first thread,,,,bro:killingme.

[Disco Dan]

Hey Simmo,,,,did you get off that shop lifting charge ?

Or is it to soon to be talking about that ?

Oh yeah,,,that shiela you mentioned,,she didn't actually have the clap mate,,,best you get yourself checked.

BTW,,,,nice first thread,,,,bro:killingme.

:corn::corn::corn:

[Indiana_Jones]

:corn::corn::corn::corn::corn:

http://www.threadbombing.com/data/media/2/Indiana_Jones_-_In_Before_The_Lock.gif

-Indy

[Fatt Max]

I went in there to buy some outdoor furniture. They didnt have any on display and refused to order any in for me. I was more than happy to pay the $$$'s, even told them I was in the market for an outdoor heater but to no avail.

Thats fucking crap that is......

[nodrog]

.... please tell us the Good and the Bad....

Why? Are you going to smash them?

I've always had good service there, but I am a loveable chap.

[trustme]

Talk to the owner if you have a problem. Chris is a good guy , if he thinks you have a valid complaint I am sure he will see you right.

Never had a problem dealing with them

[PrincessBandit]

Always been happy with service, including my Revit pants which had to be sent away recently as the zipper tag came clean off the zip on the last day of our big SI trip. They sent them off without any problems; I was happy when they rang to say they were back, repaired. Never had anything bad to say about them, and we've been in there a number of times (including spending $).

[steve_t]

Have never had a problem either.

I guess the issue is expectation. I never expect any retailer to do more than their minimum legal obligations with regards to repair, refund, exchange but am often left pleasantly surprised. If you expect them to give you half your money back and a replacement product there on the spot due to some popped stitching, you're going to end up disappointed quite often.

[Disco Dan]

Always had good service from them. Just a shame about all the flipping scooters...

[Berries]

What is everone elses experience ???
Never had a problem. I hardly call getting a leaky pair of trousers replaced a problem either. What I can't work out is if you felt ripped off by the 50% refund on a broken zip why would you go back to the same shop and spend up large?

[DMNTD]

.... When she took it back today she was told it needed to be sent away for repair, probably 2 weeks, no exchange and no money back. The jacket was worn for 1 hour and you could plainly see it came out of the factory like it.

Common practice no matter what shop you are dealing with.

[Woodman]

Common practice no matter what shop you are dealing with.

Yes it is common practice, but for an out of box failure it is not really the correct procedure although still common. The consumer guarantees act says that they can refund or replace or get fixed within a reasonable time but they also say that anything longer than two days is too long and the consumer can then demand a replacement or refund. The problem is a lot of retailers have to send stuff away and two days is taken up by couriers.

[nadroj]

If you as a salesman had balls you would swap it with the expectation your supplier would do the same. The problem lies with the suppliers contract with the manufacturer, commonly not worth the claim on one item - hence their reluctance.

[Swoop]

Never had a problem there. Very accomodating and helpful. Ordering in some items that they did not stock at the time.

I have been VERY disappointed with the strippers and pole-dancers though. There doesn't appear to be any. Something that they may need to consider?

[Grubber]

I've shopped there for many years and seldom go anywhere else to be honest.
They swing some great deals when i go there. Brought a i piece race leathers and Chris chucked in a pair of $150 gloves for good measure and in return i purchased chain lube and a couple of other small things. Did that because he made me feel guilty giving me gloves in the deal really.
Had 1 issue with a touring jacket leaking, he replaced it and gave me a set of over pants and jacket for half price just in case it leaked again.
I say they are real good buggers, but then i don't complain too much or expect the earth when i go anywhere.;)

[steve_t]

Yes it is common practice, but for an out of box failure it is not really the correct procedure although still common. The consumer guarantees act says that they can refund or replace or get fixed within a reasonable time but they also say that anything longer than two days is too long and the consumer can then demand a replacement or refund. The problem is a lot of retailers have to send stuff away and two days is taken up by couriers.

Who says 3 days is an unreasonable amount of time to repair something? Especially, as you've said, since sending items on a courier can take an entire day each way. Otherwise, there'd be dickheads taking things back for repair, waiting 3 days while the item is away being repaired and then going back to the shop demanding a refund, even though the item is being sorted for them.

[imdying]

All I've really learned from this thread is that Rev It is junk!

[Latte]

All I've really learned from this thread is that Rev It is junk!

I was just thinking the same thing.

[imdying]

Actually, not quite true... I've learnt I can get replacement garments from the USA faster than Auckland!

[Disco Dan]

I was just thinking the same thing.

Had my two piece revit gear since about 2006 - still in good order. Only last year did the waterproof seams come away from the stitching, I just used some shoe-sole glue and stuck them back on again.

Still waterproof....

[Swoop]

All I've really learned from this thread is that Rev It is junk!

I have to disagree there.
My winter jacket has lasted six years and it is still like new. No waterproofing issues whatsoever.
Two-piece waterproof over jacket and pants, five years and still good.

Very happy with them and purchased from Motomail as well.

[Maha]

All I've really learned from this thread is that Rev It is junk!

90% of the gear I have bought has been ReVit...only one item has failed to impress and thats the Ignition Jacket of which I spoke of earlier.
It has since failed yet again (a cuff dome parted from the sleeve) I use it as a summer jacket only...@ $699
I super glued the dome back on myself, can't be arsed with the hassle of getting it to Auckland/Motomail and going through all that crap again.

[Woodman]

Who says 3 days is an unreasonable amount of time to repair something? Especially, as you've said, since sending items on a courier can take an entire day each way. Otherwise, there'd be dickheads taking things back for repair, waiting 3 days while the item is away being repaired and then going back to the shop demanding a refund, even though the item is being sorted for them.

Consumer affairs say it. Mrs Woodman and one of my workers have both done retail courses and one of the tasks was to ring Consumer Affairs and ask them just that question. Both times the answer was "two days". Personally I think it is a crock of shit and 90% of people would accept a lot longer which is reasonable.

A lot of suppliers pay a rebate to the retailers of say 1% that will cover any warranty claims which makes it easy for the retailer to just exchange faulty goods for another one the same.

[carburator]

Consumer affairs say it. Mrs Woodman and one of my workers have both done retail courses and one of the tasks was to ring Consumer Affairs and ask them just that question. Both times the answer was "two days". Personally I think it is a crock of shit and 90% of people would accept a lot longer which is reasonable.

A lot of suppliers pay a rebate to the retailers of say 1% that will cover any warranty claims which makes it easy for the retailer to just exchange faulty goods for another one the same.

As someone in the retail trade, two days can simply be time on the couier, general train of thought is we get first oppurtunity to repair the item
there are some items that we simply replace straight away and the supplier credits us or ship's us a replacement for stock.

Still there is the odd time that someone tries it on, and a rep get's the final call although its left to the poor shop minion to explain
to the customer that sorry ignorance and stupidity on there part does not consitute warranty and repair on our part..

[Boblar]

I like MotoMail and have spent a few dollars there. Never had any issues with the Revit gear I have bought from them and the service has always been good.:cool:

[Shaun Harris]

All I've really learned from this thread is that Rev It is junk!






Buy 1Tonne then

[TheDemonLord]

I ordered something from Motomail,

Paid my Money

Product arrived in short order

So far, am a Happy customer

[nzspokes]

We have had nothing but great service from them. One time they stayed open for us and helped my girl in at out of the shop when she was in a wheelchair. Ive bought a bit of gear from them of late and have been very happy with it all.

Only faulty revit gear I got was used and I have no idea what had happened to it before I got it.

[Crasherfromwayback]

All I've really learned from this thread is that Rev It is junk!

It's actually really good. For the amount we sell, we have far fewer issues with it than any other brand we've ever done.

[Flip]

What ever happed to Phil the old owner?

I was dealing with him him when he was selling Givi stuff out of his wash house.

[Katiepie]

I have bought a few things from them and always found them to be excellent. My biggest purchase was a two-piece leather suit - Rev-It. I corresponded with them from Wellington and tried on a size of similar style when I was passing through Auckland. They ordered me the size and suit I was after from Holland, and even got the next size up in for me in case the smallest size wasn't quite right. The next time I came through Auckland they allowed me to try it on with no obligation to buy. It turned out to be perfect, and they threw in a Rev-It windproof under suit for me at the same time. I now always refer friends to them looking for gear that many don't stock locally. the chap I was dealing with did leave though to pursue his own business, but always found the rest of the team pretty good too. And that's a plus in my books as have found motorbike retail shops around NZ not to be so flash on customer service when you are a female rider. Just personal experience.

[Grubber]

I have bought a few things from them and always found them to be excellent. My biggest purchase was a two-piece leather suit - Rev-It. I corresponded with them from Wellington and tried on a size of similar style when I was passing through Auckland. They ordered me the size and suit I was after from Holland, and even got the next size up in for me in case the smallest size wasn't quite right. The next time I came through Auckland they allowed me to try it on with no obligation to buy. It turned out to be perfect, and they threw in a Rev-It windproof under suit for me at the same time. I now always refer friends to them looking for gear that many don't stock locally. the chap I was dealing with did leave though to pursue his own business, but always found the rest of the team pretty good too. And that's a plus in my books as have found motorbike retail shops around NZ not to be so flash on customer service when you are a female rider. Just personal experience.

+1 for me.
Been buying there for many years, right back to when they were out Morningside way.
Never had any issues at all, even with a touring jacket that started leaking some 14 months after i got it. They just replaced it with a new one. Always get a "deal" when i go there.

[Maha]

It's actually really good. For the amount we sell, we have far fewer issues with it than any other brand we've ever done.

I tend to see more of the Revit brand on bikers than any other (Jacket/Pants combo) at least. I had an RJAY's leather jacket years ago, it lasted extremely well but have mainly have Revit gear since, I think I have already stated in this thread about the one failure, but I still have that item and use it as a summer jacket only.

[Kendoll]

All I've really learned from this thread is that Rev It is junk!

Agreed - the cheap stuff anyway (their top of the line gear is bloody great). The guys at Motomail, especially Chris, have always been really helpful and accommodating in my experience.

[Kendoll]

I have bought a few things from them and always found them to be excellent. My biggest purchase was a two-piece leather suit - Rev-It. I corresponded with them from Wellington and tried on a size of similar style when I was passing through Auckland. They ordered me the size and suit I was after from Holland, and even got the next size up in for me in case the smallest size wasn't quite right. The next time I came through Auckland they allowed me to try it on with no obligation to buy. It turned out to be perfect, and they threw in a Rev-It windproof under suit for me at the same time. I now always refer friends to them looking for gear that many don't stock locally. the chap I was dealing with did leave though to pursue his own business, but always found the rest of the team pretty good too. And that's a plus in my books as have found motorbike retail shops around NZ not to be so flash on customer service when you are a female rider. Just personal experience.

Katiepie I reckon you're bang-on with this one, I'm in the same boat and they've always been fantastic.

[MarkH]

I've spent a bit of money with them (too scared to work out how much, but definitely over $2k) and I'll happily spend more money there in the future.
Never had any problem with their sales or service.

[shah]

have bought online, and at the shop, since 2009. positive experience, always.