The rest of the story.

[Lou Girardin]

During my missing horseys saga, I refrained from making comments on Colemans performance, or lack of it. I wanted to solve the problem, then give them a chance to explain their lack of assistance.
I think the following emails will tell the story. ('Mark' is the email address the boss is using).


Dear Alistair,
I have discovered and remedied the problem with my Bandit, however that is not the reason for this email.
I am disgusted at the lack of interest and assistance I was confronted with when I tried to get Colemans, and to a lesser extent, Suzuki NZ, to help with this problem.
The first reaction from Alan Franklin when I initially contacted him was "what do you want me to do about it?" I was stunned to say the least, moreso when I discovered he is a part-owner of the business.
It's difficult to believe, but things then got worse.
All I received from Colemans owners were excuses, prevarication and continually being told that the bike has to be returned to standard before you'd look at it.
As if all the aftermarket exhausts, including those fitted by Suzuki and your company when new, are responsible for a loss of 30 HP. When most Bandit owners know that quality aftermarket exhausts usually show greater power gains on these bikes than most due to the restrictive standard system. My previous K2 Bandit was dynoed on AMPS dyno at 111HP. I have seen other dyno runs of similar Bandits and all were over 100HP at the wheel.
Despite the bike being at Colemans for 2 days, I doubt that it was even looked at. Alan said he'd ridden the bike back to back with a standard one and couldn't tell the difference. I had your rental K3 Bandit at the time, and it took only 400 metres on the motorway before I could tell it was immensely quicker than mine.
He then said he'd checked the plugs and that they were showing a rich mixture. I had checked the old plugs when I changed them, and checked these plugs again the day after I spoke to Alan. If anything, the plugs were showing a slightly lean mixture. In addition, the Air/Fuel ratio check on the dyno showed that the mixture was almost perfect at 13 - 1 at full throttle. All this makes me think that he neither rode my bike nor did any checks at all.
This is the second bike that I have bought from Colemans. Even after this catalogue of abominable customer service, I would have possibly considered dealing with Colemans again. Until I learnt that Mark has resigned that is.
Another issue is that neither you nor Alan identified yourselves as the owners of the business. It is common courtesy to do so to a customer with a complaint.
It's now down to you to convince me why I should even consider dealing with you again.

Lou Girardin


No reply for two days, so I sent a reminder.


----- Original Message -----
From: lou girardin
To: mark@colemans-suzuki.co.nz
Sent: Wednesday, September 20, 2006 7:27 AM
Subject: Bandit


Did you receive this previously?


----- Original Message -----
From: Mark
To: lou girardin
Sent: Wednesday, September 20, 2006 8:29 AM
Subject: Re: Bandit


Yes so what is wrong with the bike?


Original Message -----
From: lou girardin
To: Mark
Sent: Wednesday, September 20, 2006 6:07 PM
Subject: Re: Bandit


I assume this is your reply Alistair, seeing it's not signed.
There is no problem, I have fixed it. That is not the issue.
Would you care to address the issues I have brought up?
Lou

That's it. No further communication.

I have praised Colemans on this site, even though I work for the opposition. I have had excellent service from Mark, as have some of you with Sarge.
This behaviour from them is extraordinary. All they had to do was work on the bike when they had it for two days, they would have found the fault. (as I did). Then they could have charged for the time, plus a margin for stupidity, I would have paid and been happy to have a healthy bike. They would have kept a customer, and been paid for their time.
But no, it was easier for them to treat me like a mushroom (keep me in the dark and feed me bullshit)
So far, under their new management, they have lost their two top salesmen, their best mechanic/s and at least two customers that I know personally, there'll be more leaving as well.

Bye Bye Colemans.

[Motu]

When a customer brings a vehicle in for diagnosis,the first thing I ask is what has previously been done - they usualy rattle off all the things that they have ''fixed'',so it can't be them.First thing I do is check their work - 90% of the time they have fucked it up.They should of asked you what you had been fiddling with,then gone straight to the problem - did you tell them what you had done??

[Lou Girardin]

They should of asked you what you had been fiddling with,then gone straight to the problem - did you tell them what you had done??

I know what you mean Motu. There's nothing worse than an engine someones fiddled with. But I volunteered all the info, 110 main jets, needles shimmed .020", Micron can. I gave them copies of the dyno chart showing A/F ratios.
I told them that the TPS was showing the exact same readings as Pixies bike.
I told them the results of Pixies dyno runs. (exact same spec)
The only thing I couldn't tell them right then was, what was wrong with it.

And, don't forget, they'd done a 6000 km service and didn't pick up the lack of power either. Or, more likely, didn't mention it.

[onearmedbandit]

Well they've done themselves a great favour haven't they. I would like to hear their side of the story, not that I have any reason to doubt what you've written here, but rather to try and understand how they could leave a customer with that perception, be it true or not, of how they run their business.

[SixPackBack]

Man I'm biting my tongue so hard I can taste the blood.

[ruphus]

It'll be very interesting to hear their response.

[igor]

it is a Sudszuki for gods sake

the company that brought u cheap bikes. Ya get wot ya pay 4.

[The_Dover]

I smell a rat.

I think Finn needs a wash.

[Lou Girardin]

I smell a rat.

I think Finn needs a wash.

Sponge bath?

[Street Gerbil]

I have to admit the performance of Suzuki NZ definitely could have been better
Gently speaking.

I got pissed at Colemans when I was shopping for tyres and they offered me something substandard and non-matching. Their excuse was "at this kind of speeds you don't need good tires". Elvis has left the building.

[Big Dave]

d and non-matching. Their excuse was "at this kind of speeds you don't need good tires". Elvis has left the building.

TR50S Street Magic?
I agree. Wheelbarrow tyres would do the trick.:dodge:

[slowpoke]

Thanks Lou. Like OAB I'd like to hear both sides of the story but their lack of response is damning in itself.
We all expect problems now and then (it's just the nature of things mechanical) but it's how these companies deal with problems that sorts the good from the bad. 'nuff said, I'm glad you found your missing shetlands.

[dawnrazor]

I have had nothing but great things to say about Colemans....Mark in sales has given me numerous test rides and loaner bikes and advice....I understand that Saturday is his last day and he is off to new pastures...

Dan in parts has also looked after me big time, with all sorts of bits and bobs for the bike and such, and is a bloody good bloke...

A resent fuelling re-map from the service department for a new muffler resulted in worse fuelling then when it went in, and this was my fault for putting an aftermarket can, on apperently....had it returned to presets and it seems better...its still a bit rough and I am keeping an eye on it....so thats not over yet....

Colemans is a good bike store let down by its upper management and service department as far as I can make out. I thought I was loyal to them but it turns out I am loyal to their staff....and there seems to be less and less of the good guys left.....I suspect something major has gone down there as there are alot of new faces about the place

Considering there are at least two major suzuki dealers iwithin 10 minutes from them, they should be more accommodating to their customers instead of holding them in contempt, the biker market is not so healthy that bike shops can afford to be complacent with its customer service

just my two cents

[outlawtorn]

Anyone have any idea where Mark is going to and the other salesman that has left, that isn't you Sarge is it? If so where the hell have you gone to?

I've got nothing bad to say about Colemans, I've always dealt with either Mark, Sarge or Dan in accessories, and they have always been really great, accomodating and very helpful.

Sorry to hear about all the shit you are having Lou.

[The_Dover]

Dan in parts has also looked after me big time

You mean Jan? Isn't he too gay to ride a 1000?

[Motu]

And AMPS were going to throw a CDI into it?? - where do these so called motorcycle mechanics get their diagnostic training....I bet they don't.Do they think motorcycles are somehow ''special'' and no mere car mechanic can teach them to suck eggs? Send them along to an AECS training course to learn some basics - throwing parts at a problem is no way to fix it.

[dawnrazor]

Isn't he too gay to ride a 1000?

Surely you can't be too gay to ride a 1000, eh Dover!!!!

[The Pastor]

Colemans are shit. Ive knowen this for a long long long time....

[dawnrazor]

Colemans are shit. Ive knowen this for a long long long time....

Have you any proof for this sweeping danmnation, and by that I mean can you add anything constructive to the disscussion taking place here, 'cus if not then......

[The Pastor]

Have you any proof for this sweeping danmnation, and by that I mean can you add anything constructive to the disscussion taking place here, 'cus if not then......

yeah went in there and got treated like shit, every time. Not to many dealers I like actually.

[The_Dover]

that's cos you ride the shittest of the shitters and no one wants you making their shop look untidy.

it's not like you have any money to spend there.

[dawnrazor]

yeah went in there and got treated like shit, every time. Not to many dealers I like actually.

why does that not surprise me....

[Ixion]

yeah went in there and got treated like shit, every time. Not to many dealers I like actually.

Well, I get treated like shit whenever I go go into a bike shop. And in theory I could pass $50k over the counter if I wanted to to

(of couse, the sign I always carry " Hey, spare $2 for a cup of coffee " prolly puts them off. Just shows you should never judge a book by its cover. And I have a pocketfull of $2 coins!)

[Crasherfromwayback]

yeah went in there and got treated like shit, every time. Not to many dealers I like actually.

LOL.......and you rang my boss to say I was being a naughty boy eh?

Trying to 'win' some friends maybe?
Finally get a dealership to 'like' you?

I bet they see you 'coming' and all have a wee giggle.

[Lou Girardin]

And AMPS were going to throw a CDI into it?? - where do these so called motorcycle mechanics get their diagnostic training....I bet they don't.Do they think motorcycles are somehow ''special'' and no mere car mechanic can teach them to suck eggs? Send them along to an AECS training course to learn some basics - throwing parts at a problem is no way to fix it.

No, I wanted to swap CDI's. AMPS input was doing the dyno runs. I didn't want them to get involved in stripping things because the bike's under warranty. Colemans said they had no way of testing the advance curve, so we were going to put Pixies into mine, but we found the carb fault first.

Dawnrazor is right. Colemans rep was based on their sales and parts staff, Craig in the workshop was always willing to help if you phoned. The downward slide seems to have started when the balance of ownership changed.
Now they seem happy to lose thousands to save a few bucks. Not that they would have needed to save anything in my case.

[WINJA]

Yup Colemans Suck Allright And That Alan Franklin Thinks The Sun Shines Out His Own Arse Hes Got One Of The Most Fucked Up Attitudes Ive Seen In Any Industry Ever, I Know Spb Is Having A Shit Load Of Problems With His Bike Too , Sadly Some People Think That Suzuki Are Shit Because Of This But Its Not Suzukis Fault If Nz Mechanics Dont Buy The Right Tools And Apply A Parts Swaping Method To Bike Repair, Youve Got Holeshot But I Dont Think There Mechanic Is Any Good Either He Couldnt Fix My Brand New Bike Just Made Excuses , Only Leaves Haldanes For Suzukis , I Know Some Guys Dont Like Red Barons But They Had A Pom Their Called Geof And He Was Really Good And The Service Manager Was Mike Fullerton A Proper Motorcyclist Both Good Guys And I Wish They Were At My Local Suzuki Stealership

[inlinefour]

Yup Colemans Suck Allright And That Alan Franklin Thinks The Sun Shines Out His Own Arse Hes Got One Of The Most Fucked Up Attitudes Ive Seen In Any Industry Ever, I Know Spb Is Having A Shit Load Of Problems With His Bike Too , Sadly Some People Think That Suzuki Are Shit Because Of This But Its Not Suzukis Fault If Nz Mechanics Dont Buy The Right Tools And Apply A Parts Swaping Method To Bike Repair, Youve Got Holeshot But I Dont Think There Mechanic Is Any Good Either He Couldnt Fix My Brand New Bike Just Made Excuses , Only Leaves Haldanes For Suzukis , I Know Some Guys Dont Like Red Barons But They Had A Pom Their Called Geof And He Was Really Good And The Service Manager Was Mike Fullerton A Proper Motorcyclist Both Good Guys And I Wish They Were At My Local Suzuki Stealership

Sounds like Suzuki in general WINJA, exactly the same as what you was saying about Honda the other night. How many so called mechanics at dealers can actually rebuild a IL4 motor, or any other for that matter. If their best efforts involve replacing removeable parts, then wheres the point in that? Does the thought at removing the top end or cracking open the gearbox have Suzuki NZ running like little girls squeeling? :spanking:

[Motu]

No, I wanted to swap CDI's. AMPS input was doing the dyno runs. I didn't want them to get involved in stripping things because the bike's under warranty. Colemans said they had no way of testing the advance curve, so we were going to put Pixies into mine, but we found the carb fault first.


So here we have a customer who modifies and fiddles around with his bike while still under warranty,makes a total fuck up of the job,but doesn't even know it....then he takes it back to the agent and says what's wrong with my bike? Try that with Toyota,Ford or GM....you would of had the door slammed in you face....or if they took the job on you would pay for every last second they spent fixing your fuck up.

[Brian d marge]

And AMPS were going to throw a CDI into it?? - where do these so called motorcycle mechanics get their diagnostic training....I bet they don't.Do they think motorcycles are somehow ''special'' and no mere car mechanic can teach them to suck eggs? Send them along to an AECS training course to learn some basics - throwing parts at a problem is no way to fix it.

Agreed 100 % with, alot of the kiwi ( actually ) mechanics in general I have worked with ...have always spouted on how great they are , but when they get faced with a blown bulb that aint the fuse ,,,, I hear the same cry ...I hate electric , send it down the road to an auto electrician

Throwing parts at an electrical problem is a quick fault isolator AND only when you can spare the parts , and have them on hand

its better to KNow How to fix the problem in the first place

Why for the umpteenth time do these businesses stay afloat .... its friggen difficult running your own shop ..so how can they afford to stuff up the market

Ps Lou what was the cause of the power loss...???? hose missplaced ?? ( carbs and electric often give same problems , but symptoms are slightly different ( I could rebuild a il4 and to a very high standard based on your usage ,,but in a dealership situation ,,,I would be trying to steer clear of doing so, puntures and oil changes thats what I want ...

If a customer has fiddled with a bike , as long as they had given me the history , that would be fine , IF they LIED about the history ,,,as in I never touched it ,,,I would get pissed , abit,,,,BUT still give the customer what they want

The feeling they are being listened to and their concerns are being met .....( even if they are not ,,~)


Stephen

[Lou Girardin]

So here we have a customer who modifies and fiddles around with his bike while still under warranty,makes a total fuck up of the job,but doesn't even know it....then he takes it back to the agent and says what's wrong with my bike? Try that with Toyota,Ford or GM....you would of had the door slammed in you face....or if they took the job on you would pay for every last second they spent fixing your fuck up.

True, And I would have paid without complaint. All I wanted was skilled help.

Do you you say to your customers, "what do you want me to do about it"?
Are you trying to defend them Motu? Do you think their response was OK?
Do tell.

[Motu]

without complaint.


That sounds out of character Lou,but good on you for the thought at least.

Not defending them,but there are always 2 sides to these stories,often even more - I just like to try for a more balanced view.I very often get into trouble with problems just like this one...how far do you go before you back out and say ''someones been here before me,who's going to pay me for uncovering their tracks''.With warranty claims they won't pay me for diagnosis,the customer won't pay me for diagnosis because they have a warranty - the poor bastard getting the bad name for not knowing what he's doing is the loser on both sides....and financialy.

[Lou Girardin]

That sounds out of character Lou,but good on you for the thought at least.

Not defending them,but there are always 2 sides to these stories,often even more -.

Although we've met a couple of times, you don't know me. You only know me by my posts. I can tell you that if I fuck up, I'll own up to it.
I would have gladly paid them, and kicked myself for not doing basic checks before I put the carbs back on.

If there is another side to the story, why haven't I, or anyone else, heard it?
The silence from Colemans is fairly damning.

[unhingedlizard]

When I first came to NZ six years ago, I was appalled at ALL the bike shops I went into. Most seemed like dinggy, back yard sales affairs with crap, falling apart showrooms, bikes packed in so tight you couldnt see them and sale "ASSistants" who didnt give you the time of day. Thankfully that is now changing as I have now been in half a dozen showrooms that I would happily buy a bike from. Seems strange (and a bit sad) that colemans is going backwards as I have only heard good things about them. I read a article a while back that made note of bike shops that now have been taken over by people with little enthusiasim for bikes but think they are a profitable industry due to fuel price raises and the increasing sales of scooters and small bore bike. Hope this isnt a case of the same.

[Motu]

The silence from Colemans is fairly damning.

I'm pretty sure Colemans belong to the MTA,they have a complaints system,sure they are there to support their members - but to be a member you have to meet their standards,they will mediate the complaint....and if Colemans are in the wrong they will be told to pull their socks up.

But you prefer to hold a trial on the internet,we've seen that plenty of times here,it seems that that's what this site is all about.The resort of gutless people.

[Macktheknife]

Glad to hear you got it sorted in the end Lou, enjoy the riding mate.

[Lou Girardin]

I'm pretty sure Colemans belong to the MTA,they have a complaints system,sure they are there to support their members - but to be a member you have to meet their standards,they will mediate the complaint....and if Colemans are in the wrong they will be told to pull their socks up.

But you prefer to hold a trial on the internet,we've seen that plenty of times here,it seems that that's what this site is all about.The resort of gutless people.

My complaint is about lack of customer service, not about being ripped off or shoddy work done. I certainly do not want 'compensation', a simple apology would probably have kept me as a customer of theirs.
I seriously doubt that the MTA would get involved in this kind of issue.
And, as I said at the beginning, I gave them every chance to discuss the matter. They chose to ignore me and pretend nothing's happened, so I now choose to make the issue public.
So why do you think I'm gutless and not them?

Your posts seem to be losing your old pisstake character and are sounding increasingly bitter. Why would that be?

[Motu]

I seriously doubt that the MTA would get involved in this kind of issue.


So it's not a serious issue - only too you....but you want to make it a big issue on a public forum.

Bitter? - doubt it,but I suspect you don't like being on the recieving end,you usualy dish out the nit picking.

[Pixie]

Although we've met a couple of times, you don't know me. You only know me by my posts. I can tell you that if I fuck up, I'll own up to it.
I would have gladly paid them, and kicked myself for not doing basic checks before I put the carbs back on.

If there is another side to the story, why haven't I, or anyone else, heard it?
The silence from Colemans is fairly damning.


I'm not going to live this down anytime soon.
Pixie and I removed the carbs and, hello! the slides only open half way.
Pulled the tops off and all 4 diaphragm springs are coil bound.
The tops haven't been off since we did the rejet way back when.
I reckon it was his cock up, he says I put the tops on. So we'll just have to agree................................that he did it.
It's like a new bike, not only has it got all the neddies it's supposed to have, but it's really smooth too.


Or blame someone else....
:lol: :lol: :lol:

[BNZ]

So it's not a serious issue - only too you....but you want to make it a big issue on a public forum.



I think Lou means its a customer service issue, not a technical issue.

[marty]

So it's not a serious issue - only too you....but you want to make it a big issue on a public forum.
.

lou makes every issue a big one

[Lou Girardin]

Or blame someone else....
:lol: :lol: :lol:

Oh sorry. I forgot the P/T for the slow of uptake.

[insane1]

so what sort of deals do or have colemans done for you as of late it would seem that all the good people have left or have the intention of leaving .or is haldanes your next best bet for a good deal they might be getting me soon.?

[Lou Girardin]

so what sort of deals do or have colemans done for you as of late it would seem that all the good people have left or have the intention of leaving .or is haldanes your next best bet for a good deal they might be getting me soon.?

I'd still shop around. But take into account customer service as well as price.
Pixie deals with Bike Sport in Helensville and is happy with them.