What's with crap motorcycle workshop service?

[matrox02]

It is a fashion or something? Iv just crossed another show off my "dont do business with" list simply because of really poor customer service

So here is the story, I have a 1990 rmx250 that i have been rebuilding and its rear shock was blown out, the shop knew that I would bring it in some time to get it fixed up, So I brought it in once i had other bits of the bike fixed and got her running, dropped the shock off in april before the the 15th as it was booked in, they found that the shock shaft was pitted so asked me to bring in my spare and that was was stuffed also, ( all before the book in date, they tore each down and inspected it before the booked in date ) at that point they didnt tell me the 2nd was stuffed aswell and their system dropped the booking off and it sat there for a week, Hey no problems I called them for a check up and they told me about it and they said that it would require a new shaft and what the cost was, ok cool, also said making the new shaft would take about a week, No problems, so i call about 2 weeks later and.. the shaft maker hasnt got back to them, and this happens a few more times to the point where only last week do they get it back and start reassembling the shock , they give me a call "oh hey, its going to need a new bump stop with cost X and also needs a new bladder, so being an unexpected expence i asked " Oh ok, so, can i get a discount because of the long wait for the shaft? " No its not our fault that your old crap was taking a long time to get fixed " **alert 1** they then said it will take a few more days and it would be sorted.

2 days later I get the txt to pick it up because it was ready, I replied that ill pick it up by the end of the week ( as I work night shift days can be annoying to work around )
Today I pick it up, I pay for it, wasnt quite as much as I expected it, oh ok cool, thats nice, I walk through to the work shop, they had it to me and they work shop guy says " next time your old crap gets a long wait tax because of the attitude" and so I say, "Oh ok, thats fine, I just didnt expect a 2 week job to take quite so long", then he goes " this was the cheapest shock shaft maker and he was $100 cheaper and a lot faster otherwise we would have had to send it to taupo to get it done so you are lucky, its not our fault your old crap took so long", I say "Oh nah thats fair enough" ( but not in my head, at this point im confused as to how i offended him )I asked for the other shock that wasnt rebuilt the other work shop guy showed me the floors in the other shock, he was pleasant enough, but what i take to be the foreman of the shop just wanted to jump on his anger wagon and ride it over the excuse bridge down my throat, now it may have been his way to say " we dont want your business any more" and thats fine im not taking it there again, and I hadnt badgered him for the shock to hurry up and be finished though was disappointed that it took over a month to get this sorted, So... wtf is with this attitude bs that he was hanging onto and why the fuck be passivly aggressive? I know for a fact that I shouldnt be spoon fed excuses and be told that my parts are crap and that its not their fault, Im not blaming them for it taking so long or for the price, why cant they just say " sorry that it took so long and that we cant give you a discount, that shop was un-expectantly taking a while to get the shaft sorted"

Now anyone that I have met would be one to vouch that im not going out my way to be a cock or be hostile/rude in any manner, so why is it that iv only ever had a problem with motor cycle shops, is there a attitude adjustment or something needed??

I dunno im just fed up, Iv taken cars to auto sparkies and mechanics and tire specialists and stuff and never had such a poor experience, and No if the foreman or the manager of the shop in general do read this im not naming and shaming, im just utterly disappointed.

and to all else I hope the above is actually readable, not just a wall of " AAAAAHHH SHIT MY EYES!!!!"

[unstuck]

AAAAHHHGG SHIT, MY EYES.:crazy:

[Thaeos]

I actually read the whole thing.

Eh, good customer service means they should have kept you updated and not had an anti attitude when you enquired, but some people are just cunts.

Just move on and don't go back.

[Akzle]

im not naming and shaming, im just utterly disappointed.
!!"

then what fucking point in posting? If the man cannot honestly answer his charge, you have no right to make it!

[Paul in NZ]

Mate - they just plain don't want difficult jobs... Chances are they then did a crap job as well.

Talk to Robert Taylor - he can either rebuild it professionally or suggest a replacement.

I'd be pissed off as well

[matrox02]

then what fucking point in posting? If the man cannot honestly answer his charge, you have no right to make it!

Because its a question why my experience again and again is a let down with motor cycle work shops, and i see alot of others complain about other shops too, so it this just the norm?

[matrox02]

Mate - they just plain don't want difficult jobs... Chances are they then did a crap job as well.

Talk to Robert Taylor - he can either rebuild it professionally or suggest a replacement.

I'd be pissed off as well

Oh yeah, Thanks for the name, Ill look into him if this shock fails, or if i decide to get the other shock built as a spare, at this moment i just want to get her back together and get her on the dirt so i can see if she runs properly , last time i had her running she didnt want to rev up, so the timing is wrong or the governor isnt working properly

[Akzle]

the gov. It is an old piece of shit afterall.
You actually want to re key the shaft, or alter the cam profile for maximum lulz.

Doesnt katman work at a bike place?
Just sayin...


Btw, get some engineer friends, fuck shops.

[matrox02]

the gov. It is an old piece of shit afterall.
You actually want to re key the shaft, or alter the cam profile for maximum lulz.

Doesnt katman work at a bike place?
Just sayin...


Btw, get some engineer friends, fuck shops.

har har har... 2 strokes dont have cams, and the I dont need a key way, the magneto is a press fit that is completely variable ( non oem, look up "power dynamo" on ebay ) and nah, if i cant do it i think ill get the bike doctor to do it next time, and i dont know a katman

[Berries]

Iv taken cars to auto sparkies and mechanics and tire specialists and stuff and never had such a poor experience,
Fucking cagers.

[nzspokes]

Not surprised to be fair. Name and shame, dont go back.

Plenty happy for the work.

[SVboy]

the gov. It is an old piece of shit afterall.
You actually want to re key the shaft, or alter the cam profile for maximum lulz.

Doesnt katman work at a bike place?
Just sayin...


Btw, get some engineer friends, fuck shops.

And kiwi bikers resident non- motorcyclist strikes again!

[breakaway]

I'm not buying this story.

Are you paraphrasing what the tech to you? They practically abused you. I don't see that happening in any of the popular shops in AK. Maybe you really are a giant, smelly, difficult to deal with asshole?

I'd like to their side of the story.

[matrox02]

I'm not buying this story.

Are you paraphrasing what the tech to you? They practically abused you. I don't see that happening in any of the popular shops in AK. Maybe you really are a giant, smelly, difficult to deal with asshole?

I'd like to their side of the story.

I wish I was paraphrasing, I liked the parts and sales people, friends with some of them, but that work shop bloke has always been a bit sarcastic, and well.. I dont know if i was being difficult, but i doubt it, giant and smelly though, nah, just short and round, as i said the other mechanic there didnt really say a word untill i picked up my box of other bits where he showed me the old bladder and said that it was getting pretty bad, the other guy just seamed like a bully, its not the first time i had spoken with him though, other times i had come in to pick up my bike for a service and asked him a few things and he sometimes mistook me for a guy " that fucked around with the carbs on that shit honda cbr 1000 " always seamed like a bunch of ugly words and strong opinions of others coming from him

[Big Dog]

In my experience a lot of bike shops are friendly as long as you know what you want and they know how to do it or source the part.

But if you have something specific they don't stock or need to do research to get they are gradually getting grumpier and less helpful as your question gets curlier.
A curly enough one can end up coating them a lot of money for little or no reward unless they bill you for the time it takes them to research your need.

I did a cost analysis on some of the queries that I got working in a bike shop.
I now know why most parts veterans are jaded.


Stupid phone / Tapatalk, apologies in advance.

[Big Dog]

Still not good business or even sensible humanity.


Stupid phone / Tapatalk, apologies in advance.

[matrox02]

In my experience a lot of bike shops are friendly as long as you know what you want and they know how to do it or source the part.

But if you have something specific they don't stock or need to do research to get they are gradually getting grumpier and less helpful as your question gets curlier.
A curly enough one can end up coating them a lot of money for little or no reward unless they bill you for the time it takes them to research your need.

I did a cost analysis on some of the queries that I got working in a bike shop.
I now know why most parts veterans are jaded.


Stupid phone / Tapatalk, apologies in advance.

Yeah i know what you mean, but they could have easily said, sorry take it to a shock specialist, instead they went through with it, I was happy to pay for the time and the parts, admittedly I didnt like it that they said Oh it will take a week to make the shock shaft and then I called them for an update every 2 weeks after that, its not their fault for that part taking so long, but no need to get angry at me because of another shops issue, I some how think that he thought i was being an arsehole when i asked if there was a possible discount, because i never got angry or pissy at them for it taking so long, but he did over react to that in my opinion

[nodrog]

Somebody needs a cuddle

[nzspokes]

Yeah i know what you mean, but they could have easily said, sorry take it to a shock specialist, instead they went through with it, I was happy to pay for the time and the parts, admittedly I didnt like it that they said Oh it will take a week to make the shock shaft and then I called them for an update every 2 weeks after that, its not their fault for that part taking so long, but no need to get angry at me because of another shops issue, I some how think that he thought i was being an arsehole when i asked if there was a possible discount, because i never got angry or pissy at them for it taking so long, but he did over react to that in my opinion

Its a customer service fail. Pure and simple. An ask once every 2 weeks is not harassing them.

I have 2 mechanics that i will not step back into the shop they work at.

I took a bike back for warranty on a leaking exhaust. Mechanic spoke down to me and said it was not leaking. There were others about so he said very loudly that he was going to put his hand over the tail pipe and prove I was wrong as the bike would stall. Oh how I laughed when the bike happily kept running. He stuffed exhaust wrap round it to fix the leak. Ive never been back.

[yevjenko]

Somebody needs a cuddle

Best answer yet

sent from my phone (so scuze auto correct typos)

[EJK]

You pay them = they like you = good service.

Money talks, bullshit walks.

[matrox02]

Its a customer service fail. Pure and simple. An ask once every 2 weeks is not harassing them.

I have 2 mechanics that i will not step back into the shop they work at.

I took a bike back for warranty on a leaking exhaust. Mechanic spoke down to me and said it was not leaking. There were others about so he said very loudly that he was going to put his hand over the tail pipe and prove I was wrong as the bike would stall. Oh how I laughed when the bike happily kept running. He stuffed exhaust wrap round it to fix the leak. Ive never been back.

Reminds me about a story where a mate took his freshly rebuilt RGV into a shop and they tried to jack up the bike on his expansion chambers.. just reallly poor, I do all my servicing and engine rebuilds at home where I can, the only thing i have issues with is time and being able to do stuff like balancing crank shafts

[Maha]

Somebody needs a cuddle

He's probably a Fat emotional Biker... :cry:

Not sent from any phone device that I know of.

[SMOKEU]

Reminds me about a story where a mate took his freshly rebuilt RGV into a shop and they tried to jack up the bike on his expansion chambers.. just reallly poor, I do all my servicing and engine rebuilds at home where I can, the only thing i have issues with is time and being able to do stuff like balancing crank shafts

I wouldn't ever go back to a place that mistreated my ride like that.

[Big Dog]

Yeah i know what you mean, but they could have easily said, sorry take it to a shock specialist, instead they went through with it, I was happy to pay for the time and the parts, admittedly I didnt like it that they said Oh it will take a week to make the shock shaft and then I called them for an update every 2 weeks after that, its not their fault for that part taking so long, but no need to get angry at me because of another shops issue, I some how think that he thought i was being an arsehole when i asked if there was a possible discount, because i never got angry or pissy at them for it taking so long, but he did over react to that in my opinion

I didn't say it was good enough.
If they can't do it at a profit they should forward you on. If they need the business they should be updating you. Not waiting for you to call. I always try to under promise over deliver.

At the very least they should have said we need x days to rebuild it once we have all the parts. We need x company to deliver on making us a shaft first.


Stupid phone / Tapatalk, apologies in advance.

[Big Dog]

He's probably a Fat emotional Biker... :cry:

Not sent from any phone device that I know of.

So your not connected to the net?


Stupid phone / Tapatalk, apologies in advance.

[FJRider]

It is a fashion or something? Iv just crossed another show off my "dont do business with" list simply because of really poor customer service

If you have a valid complaint .. you have a valid reason for naming the companies that wronged you.

Reluctance to name said business('s) ... reduces the validity of your claims to name calling ....

Contacting said Business('s) and informing them of your dissatisfaction should be your first step. Let their management make the call to what steps need to be taken to remedy the situation ... if there IS anything to remedy ... (only your word on THAT so far)

Personally ... I'm thinking your "Don't do business with" list will get bigger ... even the fact that you state here you HAVE a list might suggest you have had difficult problems in the past .. OR are just BEING difficult. You made no mention of not paying the bill ... so MY guess is you're a whinging wimp.

MAN UP .... and contact those companies that you felt wronged you.

Let us know how you got on .... we could do with a laugh.

[IkieBikie]

Somebody needs a cuddle


You would if you got mucked around like this

[matrox02]

If you have a valid complaint .. you have a valid reason for naming the companies that wronged you.

Reluctance to name said business('s) ... reduces the validity of your claims to name calling ....

Contacting said Business('s) and informing them of your dissatisfaction should be your first step. Let their management make the call to what steps need to be taken to remedy the situation ... if there IS anything to remedy ... (only your word on THAT so far)

Personally ... I'm thinking your "Don't do business with" list will get bigger ... even the fact that you state here you HAVE a list might suggest you have had difficult problems in the past .. OR are just BEING difficult. You made no mention of not paying the bill ... so MY guess is you're a whinging wimp.

MAN UP .... and contact those companies that you felt wronged you.

Let us know how you got on .... we could do with a laugh.

Eh, I was typing a comment to validate reasons for why im doing what im doing the way im doing it, problem is, Im not out for blood / pride like some would want me to be, but im just not like that , so i dont feel the need to explain my self further,

otherwise Its being dealt with internally already, My original question was to find out why this sort of behavior is so popular in the industry otherwise where i dont have problems with other types of mechanics

[Madness]

Based on the regularity of whineylittlebitch threads just like this one lately, I'd say that the OP's experience appears to be quite normal for Auckland motorcycle shops. Try taking a couple of Viagra next time maybe?

[SMOKEU]

Try taking a couple of Viagra next time maybe?

I found it didn't do much for when I tried it.

[FJRider]

Eh, I was typing a comment to validate reasons for why im doing what im doing the way im doing it, problem is, Im not out for blood / pride like some would want me to be, but im just not like that , so i dont feel the need to explain my self further,

otherwise Its being dealt with internally already, My original question was to find out why this sort of behavior is so popular in the industry otherwise where i dont have problems with other types of mechanics

Name names ... or farting into the has more effect (and validity. that issue can be easily treated)

Posting on KB ... any (claimed) issues or problems with a (unnamed) commercial motorcycle service industry ... and just your word it actually happened ... ???

There are TWO sides to the story you tell. Name the business('s) concerned ... and let's hear THEIR side. That WOULD be fair ... would it not .. ??

If roles were reversed .. YOU would demand the same ... (unless you really ARE a wimp)

[matrox02]

There are TWO sides to the story you tell. Name the business('s) concerned ... and let's hear THEIR side. That WOULD be fair ... would it not .. ??

If roles were reversed .. YOU would demand the same ... (unless you really ARE a wimp)


hmmm, nope., No one needs to defend themselves if no one is named, If I went out my way and named them then yes that does give them opportunity to tell their side, Im not going to drag a whole company into something just because of one bad egg, and calling me out for being a wimp doesn't force your hand any further, I just handle things different.

and no, I wouldnt demand the same, if my name wasnt mentioned because No one is blaming me publicly.

[Madness]

I found it didn't do much for when I tried it.

Try snorting 3 at once next time and be sure to post the results.

[FJRider]

hmmm, nope., No one needs to defend themselves if no one is named.

There is still suspicion ... that can do more harm than naming ...

Your name suggests you're a Computer Geek. Even geeks have a few clues ... but little sense of reality.

Explains a lot really.

[matrox02]

There is still suspicion ... that can do more harm than naming ...

Your name suggests you're a Computer Geek. Even geeks have a few clues ... but little sense of reality.

Explains a lot really.

hmmm ok, go try explain that first line with out secular reasoning, Id like to see your sense in that

how is anyone going to be hurt if no one knows who did it? if you have a favorite service center and some one said they had a bad experience with a service center, that wouldnt defer you going back to your favorite one as you wouldnt know any better, unless you are hella paranoid, are you?

Ahh but he is correct, I am a computer geek, Ex Auto sparkie too!

but really, My moral, I dont really care that you think I should name and shame.

[FJRider]

how is anyone going to be hurt if no one knows who did it?

YOU are hurt (apparently) ... not that I really care.

How are problems and issues be sorted ... if you don't contact the relevant (accused) business. If management find their employee's were NOT fulfilling company policies on customer service requirements .. they usually become extremely helpful to the aggrieved client.

Many on here are familiar with management and staff at most of the service providers in your area. (and regard them as friends) Those friends are now under suspicion.


but really, My moral, I dont really care that you think I should name and shame.

Naming is one thing ... there can be no shame if guilt isn't proven or even admitted. Accusations should be backed by proof. Peeing into the wind has the same effect ... it comes right back.

[nzspokes]

Those friends are now under suspicion.



That's comedy gold. The only person that would give a toss is the business owner and the client.

Suspicion of what? Giving crap service? :lol:

[matrox02]

YOU are hurt (apparently) ... not that I really care.

How are problems and issues be sorted ... if you don't contact the relevant (accused) business. If management find their employee's were NOT fulfilling company policies on customer service requirements .. they usually become extremely helpful to the aggrieved client.

Many on here are familiar with management and staff at most of the service providers in your area. (and regard them as friends) Those friends are now under suspicion.



Naming is one thing ... there can be no shame if guilt isn't proven or even admitted. Accusations should be backed by proof. Peeing into the wind has the same effect ... it comes right back.

you seamed to have missed the fact that i am talking with the company, and that its being dealt with internally, hence the reason naming and shaming is not also necessary. Also im friends with the owner and sale team, its the workshop foreman i have a problem with.

[eSOL]

you seamed to have missed the fact that i am talking with the company, and that its being dealt with internally, hence the reason naming and shaming is not also necessary. Also im friends with the owner and sale team, its the workshop foreman i have a problem with.

Fuck 3 pages in and still no company name. What a load of shit. Thanks for not helping out the rest of us avoid the place

[ducatilover]

Fuck 3 pages in and still no company name. What a load of shit. Thanks for not helping out the rest of us avoid the place

You read it, so who's the retard?


Sounds like the workshop supervisor has shortman syndrome. Not uncommon at all, thinks everybody is out to fuck him and has an unsatisfied wife. I have delt with people like that before, just pay the bill and go to the management.
Hopefully talking with the owner will help.

[Berries]

Also im friends with the owner and sale team
What, after this rant?

[Icemaestro]

Was it cyclespot?


Sent from my iPhone using Tapatalk

[avgas]

Sometimes if you do what you love, and you live what you love......but you have a deadline.......you no longer love life.

[SMOKEU]

Try snorting 3 at once next time and be sure to post the results.

I'll add that to my "to do list".

[unstuck]

I'll add that to my "to do list".

Do not use viagra if your heart is a little weak. ;)

I passed out the next morning after taking a 100 mig. Right in the middle of my parents lounge too. :Oops:

[SMOKEU]

Do not use viagra if your heart is a little weak. ;)

I passed out the next morning after taking a 100 mig. Right in the middle of my parents lounge too. :Oops:

Fucking ay! I took 100mg also, but didn't feel fuck all. I guess I must have a strong heart!

So do you have a diagnosed heart condition or something?

[thepom]

I took a Viagra once.....got stuck in my throat......had a stiff neck for days afterwards....

[thepom]

My mate rubs Viagra in his eyes just to make him look hard......

[Katman]

Doesnt katman work at a bike place?


He comes across as someone I'd probably tell to fuck off too.

[thepom]

did you know they give Viagra to men in old peoples homes.....stops them rolling out of bed......I ll get my coat...

[unstuck]

Fucking ay! I took 100mg also, but didn't feel fuck all. I guess I must have a strong heart!

So do you have a diagnosed heart condition or something?

Dodgy valve. Didn't know about the heart thing as they were not prescribed :shifty: Was an awesome night though.:2thumbsup

[SMOKEU]

Dodgy valve. Didn't know about the heart thing as they were not prescribed :shifty: Was an awesome night though.:2thumbsup

I'm sorry to hear about your heart condition man, that means no coke or meth for you.

[unstuck]

I'm sorry to hear about your heart condition man, that means no coke or meth for you.

Never been a fan of meth. Coke may have something to do with the heart being the way it is, I don't let shit like that slow me down anyway, what the fuck do the doctors know. I was told I would never walk properly again when I was a teenager, I was running tramping tracks in the coromandel a year later.:2thumbsup

[SMOKEU]

Never been a fan of meth. Coke may have something to do with the heart being the way it is, I don't let shit like that slow me down anyway, what the fuck do the doctors know. I was told I would never walk properly again when I was a teenager, I was running tramping tracks in the coromandel a year later.:2thumbsup

Fuck that's some out of it shit. Did you take way too big a dose of coke and fuck your heart of something?

[Smiff-ta]

By not naming the shop its makes every shop look bad.

[unstuck]

Fuck that's some out of it shit. Did you take way too big a dose of coke and fuck your heart of something?

Nothing so dramatic, years of drug and tobacco abuse built up. Did not know until I got bitten in the back of the throat by a spider, while out in the bush, which caused my throat to swell up and close my airway off, which led to much blueness and jumpstarting and a trip in a v8 with flashing lights.:2thumbsup

[SMOKEU]

Nothing so dramatic, years of drug and tobacco abuse built up. Did not know until I got bitten in the back of the throat by a spider, while out in the bush, which caused my throat to swell up and close my airway off, which led to much blueness and jumpstarting and a trip in a v8 with flashing lights.:2thumbsup

That's hardcore stuff man.

[unstuck]

That's hardcore stuff man.

I like an adventurous life.:2thumbsup

[pritch]

Viagra was originally invented for angina sufferers, to direct a rush of blood to the heart. Turns out they must have been aiming a bit low.

[unstuck]

Viagra was originally invented for angina sufferers, to direct a rush of blood to the heart. Turns out they must have been aiming a bit low.

:killingme:clap::clap::2thumbsup

[Erelyes]

I wouldn't ever go back to a place that mistreated my ride like that.

I remember when I sold my 32GTR, it was being picked up by a car delivery outfit.... the delivery cunt was trying to push it around from the fucking spoiler rather than the rear 1/4 or bootlid.

Told him not to push it off the spoiler and he spat the dummy saying he does this shit all the time.

I was -this- close to telling him to fuck off and organising the freight myself, but I was too pussy. :scratch:

[SMOKEU]

I remember when I sold my 32GTR, it was being picked up by a car delivery outfit.... the delivery cunt was trying to push it around from the fucking spoiler rather than the rear 1/4 or bootlid.

Told him not to push it off the spoiler and he spat the dummy saying he does this shit all the time.

I was -this- close to telling him to fuck off and organising the freight myself, but I was too pussy. :scratch:

They really shouldn't be in the business of handling vehicles if they clearly have no respect for anyone else's property.

[AllanB]

They really shouldn't be in the business of handling vehicles if they clearly have no respect for anyone else's property.

Ha I've seen brand new cars being thrashed and doing burn outs by the delivery people.

[matrox02]

Update, so I spoke with the owner and found that the mechanic had taken offence to my asking about a discount, but agreed that he didn't handle it well and will be speaking with him, I'm fine with that, that's all that needs to be done so that's all good

[caspernz]

Yawn fest. Must have gotten your cuddle then?

[Laava]

The brilliant bit about viagra tho is that it can be used two completely opposite ways. If you take too much by putting it in your mouth you can put some in your shoes and it will make you limp.

[jasonu]

Personally ... I'm thinking your "Don't do business with" list will get bigger ... even the fact that you state here you HAVE a list might suggest you have had difficult problems in the past .. OR are just BEING difficult. You made no mention of not paying the bill ... so MY guess is you're a whinging wimp.
.

Or maybe the OP (like myself) expects the service to go as promised for the price promised and in the time frame promised or to be kept reasonably informed if there are issues. Getting a bit shitty if this doesn't happen or if some cocksucker mechanic gives you attitude is IMO reasonable and the OP says he didn't get even a bit shitty.

[jasonu]

He comes across as someone I'd probably tell to fuck off too.

Now that is a great example of NZ customer service which, when compared to the level of service you see here, is sadly lacking.

[FJRider]

Or maybe the OP (like myself) expects the service to go as promised for the price promised and in the time frame promised or to be kept reasonably informed if there are issues. Getting a bit shitty if this doesn't happen or if some cocksucker mechanic gives you attitude is IMO reasonable and the OP says he didn't get even a bit shitty.

If "Cocksucker Mechanic's" give you attitude ... you take it to their (the) boss ... and see what his/her attitude is.

Then ... if that doesn't sort it ... you take your business elsewhere. Not doing that and whinging on KB is not the way to sort it. But it does give us a laugh ...

[nzspokes]

If "Cocksucker Mechanic's" give you attitude ... you take it to their (the) boss ... and see what his/her attitude is.

Then ... if that doesn't sort it ... you take your business elsewhere. Not doing that and whinging on KB is not the way to sort it. But it does give us a laugh ...

Fail.

He was promised a service level that was not given. And he had to pay full price for it when he did complain.

Mechanic should be looking for a new job.

[Katman]

Now that is a great example of NZ customer service which, when compared to the level of service you see here, is sadly lacking.

It's a sad fact that a significant proportion of motorcyclists have an attitude that just oozes arrogance.

Poor business attitude or poor customer attitude? I think you'll find it's one of those chicken and egg stories.

[TheDemonLord]

It's a sad fact that a significant proportion of motorcyclists have an attitude that just oozes arrogance.

Poor business attitude or poor customer attitude? I think you'll find it's one of those chicken and egg stories.

At the end of the day though, it is the customer who chooses which business to give their money to as opposed to business choosing which customers they give their services to

[Katman]

At the end of the day though, it is the customer who chooses which business to give their money to as opposed to business choosing which customers they give their services to

And any customer who treats me like something they've just stood in gets encouraged to spend their money elsewhere.

[Robert Taylor]

Its pretty sad that there are a lot of shops out there that give abysmal service. But its also sad that there are a number of people that post that hold their own ignorance in high esteem. Like tarring all shops with the same brush.

[FJRider]

Fail.

He was promised a service level that was not given. And he had to pay full price for it when he did complain.

Mechanic should be looking for a new job.

It wasn't a "Level of service" he was promised ... (although the mechanics attitude WAS less than desirable) ... it was the time frame. The speed of the contractor was outside the shops control. Then expected (and asked for) a discount because the contractor failed to deliver. Hardly the shops fault for that.

The later comment "Oh Nah that's fair enough (but not in my head)" shows a definite wimpish attitude on his part.

[Katman]

And let's not forget that all we have of this story is one side of it.

Thank fuck court cases don't get judged in the same manner.

[nzspokes]

Hardly the shops fault for that.



Yes it was. Failure to communicate. Failure to apologize. And worst was to "have a go at" the customer when he requested a discount.

[Big Dog]

If a service or product is considerably later than promised or substandard I often ask for a discount. Usually receive one too. If one is not possible I expect the person I am dealing with to advise me of such in a professional and courteous manner.

This is reasonable because I have either not received the service or product or not recieved it in the time frame agreed. This failure of the contract entitles me to renegotiate terms. This does not mean the other party has to agree, nor does it entitle me to remedy without a written contract stipulating remedies.

Let's say you dropped a film off for one hour processing. Paying a premium to have them in an hour instead of a week. If the shop could not deliver your photos for a week because their machine blew up would you still expect to pay the one hour price?

I have taken work to mechanics at a higher rate because of their assurance my car would be returned to me same day instead of "a few days" and I needed the car that day.

Better believe I would have expected a loaner or a discount if the car was not ready on time.


Stupid phone / Tapatalk, apologies in advance.

[jasonu]

It's a sad fact that a significant proportion of motorcyclists have an attitude that just oozes arrogance.

Poor business attitude or poor customer attitude? I think you'll find it's one of those chicken and egg stories.

Fair comments. But sometimes a business operator who might hope for a customers return business has to do a bit of tounge biting.


It wasn't a "Level of service" he was promised ... (although the mechanics attitude WAS less than desirable) ... it was the time frame. The speed of the contractor was outside the shops control. Then expected (and asked for) a discount because the contractor failed to deliver. Hardly the shops fault for that.
.

But he was dealing with and paying money to the bike shop and not the 3rd party ie the contractor. Yes the speed of the contractor is outside the bike shops control but this guy is the bike shops customer and they should do everything reasonable and appropriate to keep this guys future business. A workshop manager giving him a shitty attitude isn't right in this case.

[FJRider]

It's a sad fact that a significant proportion of motorcyclists have an attitude that just oozes arrogance.

The tough bad boy biker image motorcyclists get ... that we have to live up to ... you mean ... ??? :whistle:


Poor business attitude or poor customer attitude? I think you'll find it's one of those chicken and egg stories.

Poor staff attitude you mean ..?? I know it should be the same thing ... but staff attitudes have changed over the years too. Attitudes and behavior as reported in this threads first post used to be a instant dismissible offense. The company reputation being at stake.

Attitudes and standards sometimes demonstrated by management ... can lead some staff to believe it is acceptable ... and/or appropriate.

In an industry that is reliant on good staff/customer relations .. to get ongoing future work from the same customers ... poor customer attitude shouldn't change how a customer is treated (as much as they might believe it should). Repeat customers are their bread and butter.

[AllanB]

Stuffed if I'd be a motorcycle mechanic. New bikes would be OK, but the punter would still bitch at the price of a service. Used bikes with issues ......... bet they don't charge the full time they spend on a lot of these jobs and I'd offer that is possibly why a lot of the jobs take longer than expected. Would you expect to be charge for phone time of the mechanic chasing up parts etc?

The bloke who runs the garage down the road I use for WOFS and jobs I are not keep on or happy to pay for his time has stated most of his parts hunting/ordering is non-chargeable.

The main agent we use at work charges for everything and delivers as they see fit .....

[Katman]

Stuffed if I'd be a motorcycle mechanic. New bikes would be OK, but the punter would still bitch at the price of a service.

Quite honestly, in 10 years in business for myself I have not had one customer contest the price I've charged them on a job.

[TLDV8]

I have a 1990 rmx250 that i have been rebuilding and its rear shock was blown out.

They found that the shock shaft was pitted so asked me to bring in my spare and that was was stuffed also.

It would require a new shaft and what the cost was, ok cool, also said making the new shaft would take about a week.

2 weeks later and.. the shaft maker hasnt got back to them., and this happens a few more times to the point where only last week do they get it back and start reassembling the shock.

They give me a call "oh hey, its going to need a new bump stop with cost X and also needs a new bladder.



Whoever was 'making the new shaft wasn't to concerned about updating their client. (The shop)
The shop wasn't to concerned about updating their client (That would be you)

That's how it goes when folk are apathetic in general, welcome to the world of unaccountability.

Not all good tradesman are good communicators or good businessmen, some are none of those.

[FJRider]

Quite honestly, in 10 years in business for myself I have not had one customer contest the price I've charged them on a job.

Maybe ... your prices left them speechless ... :shifty:

[Katman]

Maybe ... your prices left them speechless ... :shifty:

I always thought it was my charm that did that.

[GrayWolf]

One thing I have noticed in NZ, is how both customer and supplier of services react in a 'bad' situation.

Example from personal experience,,, ex and I were booked in a hotel by the company (corporate booking). The receptionist then wanted to charge a $100 room 'cover'. My ex was about to pay it, and I stepped in to point out this was incorrect as it was a 'corporate' booking that was regular.
I was neither angry, or abusive, but was 'assertive' and firm.

Receptionist got shitty because they were challenged.... My ex was 'embarrassed' because I had 'made a scene'.

New Zealander's seem to have difficulty 'fronting' a supplier of poor service, as a national 'psyche' you seem to prefer to 'vote with your feet in silence'.
Nothing wrong with that really, but sometimes you do need to point out an error or poor service.

I have also noticed that (maybe because of said lack of fronting up by dissatisfied customers) a lot of service providers DO get shitty when challenged. Either they are not used to it, or, see it as a right to not be challenged by a dissatisfied client.

[FJRider]

I always thought it was my charm that did that.

Part of the charm of the internet's ... we get to miss such ... :banana:

[Robert Taylor]

If a service or product is considerably later than promised or substandard I often ask for a discount. Usually receive one too. If one is not possible I expect the person I am dealing with to advise me of such in a professional and courteous manner.

This is reasonable because I have either not received the service or product or not recieved it in the time frame agreed. This failure of the contract entitles me to renegotiate terms. This does not mean the other party has to agree, nor does it entitle me to remedy without a written contract stipulating remedies.

Let's say you dropped a film off for one hour processing. Paying a premium to have them in an hour instead of a week. If the shop could not deliver your photos for a week because their machine blew up would you still expect to pay the one hour price?

I have taken work to mechanics at a higher rate because of their assurance my car would be returned to me same day instead of "a few days" and I needed the car that day.

Better believe I would have expected a loaner or a discount if the car was not ready on time.


Stupid phone / Tapatalk, apologies in advance.


It is of course up to the dealer to keep the customer informed if there are going to be delays. Given the nature of motorcycles ( and many other things mechanical ) that is often the case. It is equally up to the customer to ensure that he / she is readily accessible to inform of same.
Its surprising the amount of stuff we get sent with no identification whatsoever, then they ring or e-mail ( or text which I dislike ) to find out how the job is going. ''I rang you 4 weeks ago to say I was sending my forks''. Okay, but we have had a zillion phone calls and e-mails since and hundreds of varied jobs. We are supposed to have a devastating degree of recall. This in spite of specifically asking the customer to include a note with all of the work requested and full contact details. Believe me, in our sector of the industry this happens all the time
Sub contractors add another dimension that often causes delay. We always spell that out.
Given also that margins are often quite tight to be asked for a discount is something we dont want to hear. We would rather lose the job. We lost a few steering damper sales a few years back because Ohlins werent happy with the ability of parts manufacturers to them to supply a key part to the material specification and very fine tolerances required. This was ongoing for months and we had backorders. We werent able to give the customers a firm date because Ohlins couldnt. And then it was from some quarters ''you better give us a better price because we have been waiting for so long''. My answer was no to that and that it really showed that Ohlins was concerned about only making product for sale that didnt have any tolerancing issues. Of course had it been one of the Chinese manufacturers they wouldnt have been preoccupied with such attention to quality.

No doubt there are many dealers that need to get their act together but that is just as relevant for customers. There are always two sides to every story and its an age old habit of grizzling ( often justified ) but also embellishing that grizzling. I have to wonder aloud how many dealers have been in reality unfairly maligned on forums worldwide and have lost business. And how many customers poking the acid are themselves very average in their field of work?

[R650R]

In my experience a lot of bike shops are friendly as long as you know what you want and they know how to do it or source the part.

But if you have something specific they don't stock or need to do research to get they are gradually getting grumpier and less helpful as your question gets curlier.
A curly enough one can end up coating them a lot of money for little or no reward unless they bill you for the time it takes them to research your need.

I did a cost analysis on some of the queries that I got working in a bike shop.
I now know why most parts veterans are jaded.


Stupid phone / Tapatalk, apologies in advance.

After following this thread for a bit and going back to the start to read again I think the above post sums it up well.
A bit of proper communication is often key and that's from both sides, being contactable and friendly but not annoying reminders of progress.
I usually ask an estimate of time and say I'll ring if not heard by date x etc...



Its surprising the amount of stuff we get sent with no identification whatsoever, then they ring or e-mail ( or text which I dislike ) to find out how the job is going. ''I rang you 4 weeks ago to say I was sending my forks''. Okay, but we have had a zillion phone calls and e-mails since and hundreds of varied jobs. We are supposed to have a devastating degree of recall. This in spite of specifically asking the customer to include a note with all of the work requested and full contact details. Believe me, in our sector of the industry this happens all the time
Sub contractors add another dimension that often causes delay. We always spell that out.
Given also that margins are often quite tight to be asked for a discount is something we dont want to hear. We would rather lose the job. We lost a few steering damper sales a few years back because Ohlins werent happy with the ability of parts manufacturers to them to supply a key part to the material specification and very fine tolerances required. This was ongoing for months and we had backorders. We werent able to give the customers a firm date because Ohlins couldnt.

No doubt there are many dealers that need to get their act together but that is just as relevant for customers. There are always two sides to every story and its an age old habit of grizzling ( often justified ) but also embellishing that grizzling. I have to wonder aloud how many dealers have been in reality unfairly maligned on forums worldwide and have lost business. And how many customers poking the acid are themselves very average in their field of work?

Agree with you pretty much there Robert, especially with marking and tagging/naming your parts. From working in freight industry for many years I've seen the worst case scenarios of what happens to stuff too.
So I'm always labelling stuff that gets sent anywhere and the address is on the box in more than one place in case of wet/spill/gravel rash from freight yard soccer...
People have to remember that workshops have lots of jobs on the go so with subbie jobs they cant be on the phone every five minutes tracking stuff.

I never ask for discounts anymore but the places that I'm a regular at usually give me something without asking. Remember the guys we used to have at T&C when I was newbie, ask for discount they would pull out scissors and ask which part you wanted discounted/chopped off LOL...

https://i.imgflip.com/6xfl.jpg

[Big Dog]

It is of course up to the dealer to keep the customer informed if there are going to be delays. Given the nature of motorcycles ( and many other things mechanical ) that is often the case. It is equally up to the customer to ensure that he / she is readily accessible to inform of same.
Its surprising the amount of stuff we get sent with no identification whatsoever, then they ring or e-mail ( or text which I dislike ) to find out how the job is going. ''I rang you 4 weeks ago to say I was sending my forks''. Okay, but we have had a zillion phone calls and e-mails since and hundreds of varied jobs. We are supposed to have a devastating degree of recall. This in spite of specifically asking the customer to include a note with all of the work requested and full contact details. Believe me, in our sector of the industry this happens all the time
Sub contractors add another dimension that often causes delay. We always spell that out.
Given also that margins are often quite tight to be asked for a discount is something we dont want to hear. We would rather lose the job. We lost a few steering damper sales a few years back because Ohlins werent happy with the ability of parts manufacturers to them to supply a key part to the material specification and very fine tolerances required. This was ongoing for months and we had backorders. We werent able to give the customers a firm date because Ohlins couldnt. And then it was from some quarters ''you better give us a better price because we have been waiting for so long''. My answer was no to that and that it really showed that Ohlins was concerned about only making product for sale that didnt have any tolerancing issues. Of course had it been one of the Chinese manufacturers they wouldnt have been preoccupied with such attention to quality.

No doubt there are many dealers that need to get their act together but that is just as relevant for customers. There are always two sides to every story and its an age old habit of grizzling ( often justified ) but also embellishing that grizzling. I have to wonder aloud how many dealers have been in reality unfairly maligned on forums worldwide and have lost business. And how many customers poking the acid are themselves very average in their field of work?

I agree. Customers can be hell to deal with. As a customer I make sure that all business's I deal with are over informed.
If you rang me and said to me "sorry mate, can't deliver your damper in schedule because Ohlins have production issues, I can sell you a lesser alternative or you can wait until they sort it out. What would you like to do" I am pretty sure I would be open yo dealing further with you and give you first crack at future business. As has been the case with many vendors. Some of whom I have enjoyed 10 years or more relationship with.

When I get difficult customers in the past I either take them with a grain of salt and accept the loss as a cost of business or charge them more I cover the loss. Either way no work starts and the clock does not start until the customer has made it clear what they want.

The longer that takes the more it costs them.

Personally I don't rant on the internet until I have looked at both sides.
When I do it is because I have sought an amicable solution and not reached one.

I admit I can be a prick. Usually only when the person I am negotiating with starts shovelling half truths and fallacies.


Stupid phone / Tapatalk, apologies in advance.

[Yamahardman]

I read the first page and a bit of the second page. I think the shitty epicenter that set off the guy was the whole "itts taking long, will i get a discount" thing.

Longer=more labour=more cost. So it is very counterintuative to give a discount in that matter, and would cause alot of people tp get a little hot in the collar.

That beng said, he treated you very unreasonably.

My father is a mechanic of forty plus years. One thing that eats him, and what he cant understand is, why do people whinge and bitch about labour time/ cost of mechanical engineers, when they happily pay a plumber electrician or builder much more, and they work out the back of a van, having less overhead costs etc.

[Big Dog]

After following this thread for a bit and going back to the start to read again I think the above post sums it up well.
A bit of proper communication is often key and that's from both sides, being contactable and friendly but not annoying reminders of progress.
I usually ask an estimate of time and say I'll ring if not heard by date x etc...



Agree with you pretty much there Robert, especially with marking and tagging/naming your parts. From working in freight industry for many years I've seen the worst case scenarios of what happens to stuff too.
So I'm always labelling stuff that gets sent anywhere and the address is on the box in more than one place in case of wet/spill/gravel rash from freight yard soccer...
People have to remember that workshops have lots of jobs on the go so with subbie jobs they cant be on the phone every five minutes tracking stuff.

I never ask for discounts anymore but the places that I'm a regular at usually give me something without asking. Remember the guys we used to have at T&C when I was newbie, ask for discount they would pull out scissors and ask which part you wanted discounted/chopped off LOL...

https://i.imgflip.com/6xfl.jpg

I regularly negotiate on price before the work commences. Retail is for chumps.
I will however stump up without question of price if the value represented exceeds price expectation + service.

If there is no margin for a wiggle on price I am not offended. May not even take my business elsewhere.


Sometimes I will ask for a discount for no other reason than if there is a discount available I can afford it. If not I will need to keep saving, and I may be back. Recently that was a case a couple of times.
I wanted pants. The ones I wanted were on sale. I tried to buy them. They were out of my size. They were unable to accept my offer of the sale price. So I had to wait a month to have sufficient funds to pay the extra $15.

In the mean time I came across some pants that I did no like as much and needed some minor repairs. I offered them what I thought they were worth less what I thought it should cost to repair them. They also declined but countered with a price in between. I didn't like the pants that much. So I bought the first pair.

It's all about what is fair.


Stupid phone / Tapatalk, apologies in advance.

[R650R]

I will however stump up without question of price if the value represented exceeds price expectation + service.

.

I only shop at places that meet this criteria to start with, all two of them out of a potential eight shops...

[yevjenko]

Yawn fest. Must have gotten your cuddle then?

I thought it was the foreman that needed the cuddle :-)

sent from my phone (so scuze auto correct typos)

[Big Dog]

I only shop at places that meet this criteria to start with, all two of them out of a potential eight shops...
Dealing mostly with Dorkland shops there are at least that many who I will only deal with if they are the only dealer who has what I want.
Mostly because of shit service, a couple because I felt ripped off at the last transaction even some because they refused my money without good cause.
Perception is a wonderful thing... it is possible I was not ripped off... but still I avoid some stores because they gave me the impression that was the case.

Sadly this can be a bit of a shifting goal post with bikes.
Most bike shops are populated by enthusiasts rather than sales professionals.
Result, they can be pretty picky about when and where service is offered.

~ 85% I would say I am treated well by most shops.
~ 5% I would say I am treated fairly.
~ 14% I get value for money but at the cost of poor manners and shockingly unprofessional behavior. Which I don't mind if the price is right.
~ 1% of the time I am left with a range of feelings from I was ripped off :mad: to that was unfair.:brick: but I needed what I got so I paid my money.

The trouble is non professionals forget out of the last 10 transactions we only really remember the last 1 when comparing value and deciding on our next purchase... that is unless one of the last ten was a shocker. then that will be remembered first until we feel vindicated.

Shops are also quick to forget we are not dealing with a complaining curmudgeon (there are exceptions to every rule) we are dealing with an opportunity to make a loyal customer out of a bad situation.
IF we fail this opportunity it is likely that the unsatisfied customer will tell an average of 10 persons how their experience went.
With the advent of the internet and the anonymity this offers that means it is likely to also be embellished... and depending on the "real estate" the unhappy punter has on social media that could be thousands get to read about it.

Pre internet business courses taught it that:
* if you get one complaint there are an average of 9 other dissatisfied customers.
* if you treat that customer right they are likely to be loyal to you for 4 missed opportunities. (bad service, higher prices, poor products or services are examples of missed opportunities)
* if you treat that customer right they will tell an average of 4 persons who take action to deal with you within the next year.
* if you fail they will tell and average of 10 times the tale of how you let them down, usually over several year, even if they continue to trade with you. How impactful that is depends on factors such as how big was the audience each time, how credible is the complainer and how credible is the story.

I am not saying bike shops should give away their margin. I am saying a little customer service goes a long way.
As a rider I am good for about 10k a year to assorted vendors... how big a bite of the cherry each person gets is up to them.
That is not a lot compared to some riders who are more affluent but I also make about another > 20k (it varies a lot) in recommendations to other riders or potential riders.