TouraTech NZ?

[Kiwiauthor]

Hi there

Just wondering if anyone else has bought or tried to buy off their NZ website and how have you found the service?

I paid for an item on the 04/06/14 and so far had no response apart from auto email replies advising: Thank you for your email. Touratech NZ team are currently on our winter break and return to NZ on the 3rd July 2014. We will be checking our emails periodically during this time and we will respond to you as quickly as possible. We have someone in NZ processing orders once a week during this time. We apologise for any inconvenience caused. Thanks Touratech NZ

Although when I first put the order in, I didn't get this reply and there was nothing on the website to indicate any delays, so I'm wondering if anyone else has had good or bad experiences as I don't intend to shop there again and still waiting for the part.

[Laava]

Can you cancel the payment?
edit, after looking at the site, they run from a unit in auckland somewhere and state that orders will generally take 2-4 weeks. I would guess that most of their stuff will come from overseas.

[Gremlin]

I haven't used them, but the bloke running it doesn't do it full time as there isn't the money in it yet. I do however know the person through another.

Some of the more common stuff is in stock in NZ, but the rest is ordered in as required. As you can imagine Touratech has a vast product line.

[HenryDorsetCase]

What is the point? Why not just buy off the internet from overseas? Why pay someone to clip the ticket here and get the service we have come to expect from an NZ retailer? ten days is the maximum I reckon. Any more than that and there is a whole internets worth of alternatives.

[Gremlin]

What is the point? Why not just buy off the internet from overseas? Why pay someone to clip the ticket here and get the service we have come to expect from an NZ retailer? ten days is the maximum I reckon. Any more than that and there is a whole internets worth of alternatives.
Unless you figure out something clever, wherever Touratech has distributors, you must use them, ie, we had a thread a while ago saying I want a Touratech NZ, to which I said no... now it exists and we have no choice... previously I bought out of Touratech Germany.

Only option is to buy another brand that makes a similar item...

[LankyBastard]

Yeah I also attempted to buy from Touratech NZ, but after an initial positive reaction to their customer service, things went dark. No responses to my emails, no updates on arrival of parts.. The usual kiwi business bull. Why is decent communication so hard for a good many NZ businesses?

Anyway, I ended up getting Altrider parts from AdventureMoto Australia, great service, better pricing, and a better product! Highly recommended.

[Touratech]

I made a promise when setting up the business to front up to any feedback, positive or negative. So I appreciate you starting this thread as it tells me we are not doing right by our customers...yet!

We have been going for 18 months and I hoped to add a lot of value back to the sport and the NZ market. However to most of our customers, the 99.99% we deliver a great service. There have been a few problems that have impacted the quality of service as you have all stated in this thread, but admittedly we have not handled or communicated these as well as we should/could have....sincerely sorry about that!!

It is true, we are not a full time business as the NZ market doesn't support that. We try our best to keep costs down and when measured against Australian pricing we felt we done well. Yes, some people will bring in from overseas, but we have also found this can work for you if you avoid paying duty or customs handling fees, however I suppose that is a problem for NZ when money goes overseas and we can't stop that.

The month of June: We had a very quiet June last year so we chose winter as our time for a break. We did notify our break under "delivery (http://touratech.co.nz/shop/content/1-delivery)" when people placed orders but appreciate not everyone reads the detail. We stay open/available over the Xmas/summer time when others wind down. We do this as we appreciate people need us most then when using their bikes, so we chose June to take time out.

Local Stock: We hold a large amount of stock here in NZ but mainly for the popular models (typically BMW F800, F/G650GS and R1200GS). We try and predict future trends to ensure we get parts to you quickly but there are over 7000 products so it is very challenging to hold everything.

We do order out of Germany via DHL and they offer two options an 8-10 business day service and a 5 day service (6 times the standard freight cost). Many of our parts do come with a lead time, Germany (manufacturing) does not hold all parts in stock either so delays are inevitable. Summer in NZ seems to be better for us as this is Winter in the Northern Hemisphere and Germany is quieter.

Many parts out of Germany can come with a 3 month lead time and that's out of our control. We do offer alternatives if available and we will also offer a fully refund or discount if you have been hindered in anyway. Long-term business is critical to us.

I am sincerely sorry if the experience is poor for some of our customers. We try and communicate as quickly as possible, and we will improve on this.

I can assure we are doing our best and we want to add value. We will do our best to make sure we provide better communication going forward.

Again, sorry for the poor service experience received so far.

[haydes55]

Admitting fault and promising to improve. Good work. If only other businesses cared about their customer concerns

[JATZ]

Admitting fault and promising to improve. Good work. If only other businesses cared about their customer concerns

They must be listening.... I ordered a piece for my bike and the next day received an email to say it wasn't in stock and would take 2-3 weeks from Germany, or I could have the same thing in stainless with a discount :2thumbsup
I opted to wait.... then found out it would be ~3 months ex Germany :eek5: However the stainless equivalent was offered again (better discount this time) so I took it :wari:

All in all... Good communication & good service. The price is a little bit more than if I got the same thing ex Germany (if I could) but I'm happy to support local, even if it means paying a little bit extra within reason