My dealings with Mt Eden Motorcycles! (Not all pleasant!) [Archive]

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The Joka

17th January 2007, 20:06

Finally deciding to sit my learners licence and paying cash for my first bike ever I cruise down to Mt Eden Motorcycles on recommendation from several people and walk out purchasing the BRAND SPANKING NEW Hyosung GT250R that they had in the store.. with 0kms on the clock! Being so proud that I put the 1st kilometre on it… :rockon:

Being the type of person I am I quickly became a loyal customer of MT Eden Motorcycles and used them exclusively for all my servicing needs. Receiving great service on my 1000km service and my 5000km service I was quite happy with everything and winding the kms over quickly (currently 16,000km after 7mnths).

I had finally plucked up the courage to do a long run to the coromandle by myself (this was after roughly 2 months of riding), feeling like a mouse that could be run over easily I super cautiously proceeded to take the main highways from Auckland to Whiritoa. I arrived in good shape and a damn more confident but worried as the clutch lever was slowly getting further and further out as the kilometres passed by! Upon inspection I found that it stripped the cable just about completely and was holding by one thread! Luckily, I managed to get the bike back to Auckland using the clutch as little as possible and absolutely pooping myself all the way. Returning to Mt Eden Motorcycles who then proceeded to let me know that the clutch was possibly not covered by my warrantee.. WHAT! Credit where credit is due they did fix this for me on warrantee and they did it the same day!

Again back on my pride and joy and a couple of services later again all provided by Mt Eden Motorcycles I decided that the oil was a little low and tried to put some in, well another drama with this (see my previous posts). Again credit where credit is due… Mt Eden replaced this on the spot no charge! They also replaced some screws that had fallen out no charge .. Thanks Sunny you have been awesome!

So on my merry way I go! NOW THIS IS WHERE THE WHEELS FELL OFF SO TO SPEAK…

Approximately 2 months ago Auckland had some huge storms… winds of approximately 150km p/hr and in my miss fortune, I returned to my bike to find it on its side with some bad damage. On a quick inspection it had snapped handle bars, scratched fairing, levers, foot pegs and wing mirrors. So I make my claim with State insurance.. Asking for the bike to be taken to Mt Eden Motorcycles for the repairs and I make them aware that the bike will arrive to their workshop, a choice that I would soon come to regret!

So the bike arrives to them 3 days later due to the weekend. I figured that someone would take charge and sort out the work on the bike and let me know the progress, 2 weeks later when I hadn’t received a call from them I rang and asked if I could come and pick it up! Answer: “We have been waiting for the insurance company to assess the bike” so TWO WEEKS later the repairs haven’t even started… WHAT! :nono:

I chase this along and get the insurance company to call the repairer.. and WOW they get the claim number and approval for the repairs – a whole 30 second call later!

So again I leave the repairs in the hands of Mt Eden Motorcycles who had been good until now.. again not receiving any contact at all in any form, I again call and ask when I can pick up the bike… Answer: “We are waiting on the parts” so now 3 weeks later still no action and the repairs still haven’t started!

4 Weeks later the repairs are finally done and I am back on my pride and joy! Woo hoo… NOT!

The exhaust was not de-baffled as it was previously so my nice rumble had now changed to a sound likened to a constipated fart! The clutch cable had more of a wobble then the “Vicar of Dibbly” (forgive spelling) and there is oil leaking form the top of the engine!

So I ring the assessor and advise that the repairs are not to an acceptable standard and that only the cosmetics had been done. I informed him that I would be returning the bike also advising Mt Eden Motorcycles.. Returning the bike two weeks before Christmas I thought I would have plenty of time for the repairs to take place… WRONG AGAIN!

I again rang Mt Eden on the subsequent Friday to see if the repairs had been done and the bike ready to be picked up. Answer “Yes your service has been done and we put some brake pads in for you as they were getting low” I am now losing my temper and it is one week to Christmasm I ask “that’s great what about the repairs that I asked for?” Answer: “What was that?” Now furious I get possibly the only person that I could get any sense out of thank god for Chris in the workshop… He now takes ownership for my repairs!

HOWEVER the repairs were not completed until the Friday after New Years day! So this is approximately 8 weeks later, bearing in mind that I have never received one call.. that’s right not one call! I had to call every time… I am finally getting my baby back in good working order… and with a whole three days to go riding, Right? WRONG!

Not only did Mt Eden try to charge me for the service that didn't ask for but my bike is still in poor condition! WHAT TO DO, WHAT TO DO??? Maybe I just sell it? :angry:

I have since taken my bike to East City Motorcycles to double check the work as I said above I still had issues and have had to spend $300 to $400 to repair the faults.. Including carburettors that were clogged (umm thought you serviced it?), the fairings not being repaired correctly and oil being left on the inside (infact still with a part of the fairing broken completely off) and several other problems! State expect another call...

THANK YOU TO EAST CITY MOTORCYCLES in one night you have out performed a long standing service provider! And I have been absolutely stoked with your service (see my previous post) simple customer service and a Mechanic that knows what he is doing have restored my faith… You now have a loyal customer! And I get my bike back tomorrow... WOO HOO CORO LOOP HERE I COME, Have taken the day off!

This is my account of the events and welcome any challenge to this!

SixPackBack

17th January 2007, 20:14

You got shares in East Coast M/C right?

Steam

17th January 2007, 20:17

I think you are a clever marketing ploy. Yes I do.
That's okay though, it was an interesting read.
THanks!

Motu

17th January 2007, 20:18

Don't worry - in a few months I'm sure there will be a thread or two about what a bunch of fucking arseholes East City motorcycles are.

The Joka

17th January 2007, 20:18

You got shares in East Coast M/C right? :laugh: :laugh:

Nope just giving credit where credit is due!!!

Only been riding for 7 months don't know enough to buy shares in a bike store... but a recruitment company hell yes!

BarBender

17th January 2007, 20:22

:clap: :clap:

:yawn:

SixPackBack

17th January 2007, 20:26

Don't worry - in a few months I'm sure there will be a thread or two about what a bunch of fucking arseholes East City motorcycles are.

Thats the truth:rofl:

justsomeguy

17th January 2007, 20:29

Motoracer

17th January 2007, 20:39

I always liked Mike and Chris.

Had some bad experiences with the workshop years ago in numerous occasions. Then bought a Suzuki. Went to Colemans and never looked back since. I feel kinda bad for never going back, cause Mike really looked after me when I was a n00b. Top bloke that man!

Don't know what the workshop is like ATM so can't comment.

However, about your needed repairs.

1 - Are you aware that the clutch cable needs a bit of flex in it, otherwise they snap?
2 - Did you ask them to debaffle the muffler before hand. Doesn't sound like something that should be in their job unless asked for.

DMNTD

17th January 2007, 20:42

Mike and Chris run a very good shop - I'm surprised if this was their fault at all.
Could tell you a story that shows otherwise man.
I chose their shop as it had such a great rep. Once money was received things changed. They made a balls up and they even admitted fault but have yet to make good with reparations despite a number of emails/phone calls etc.
Hey shit happens and I've learnt my lesson but everyone has a story about pretty much every bike shop and how they've been mistreated or shoddy work etc BUT it still doesn't make it ok for them to get away with it does it?

enigma51

17th January 2007, 20:47

Dodgyiti

17th January 2007, 20:51

I never use the w/shop D.I.Y for me but, Mike treats me really well ( maybe because I have spent 50+K in the last 3 years there though) and has gone above and beyond the call of aftersales service.

The_Dover

17th January 2007, 20:53

I'm not one to mince my words so I'll be honest here.

I've always liked Mike and his team at Mt Eden, there's been some characters over the years I've been sticking my head in there but what sticks out like a dogs balls to me, compared to ALL other bike shops in Auckland, is that these guys are bollocks out bike nuts. Just like you and me. Mike is a businessman, a bit of a tight cunt if you ask me too, you'd think he had Scottish blood not oirish but he has always been a good cunt too. Hell, he knows that he can make money so he's not gonna give shit away and I respect that. I always try and haggle if I can and Mike is a good foe in that respect. He puts his stick in the sand. Their passion for bikes sets them apart from all the other salesmen and wage earners. Yeah I know all those guys ride too but it's not their life or passion like these guys.

Workshop, pass. I got a Hyoschlong service in there but that was about it. Unremarkable but probably more due to my lack of interest. It goes??? Sweet.

I have no outright loyalty to any shop (except Motostyle) but I always, always take the time to see what Mt Eden can do for me. They are good guys and a pleasure to deal with compared to the sterile stealerships out there. Their informality sets them apart. And Mike always lets me bum a Marlboro of him.

Hellraiser

17th January 2007, 20:54

Good read Joka but unfortunantly most here think the sun shines of Mt Eden's arse but yet if you do a search you will find that there are a few bad threads about them when it comes to insurance work.

Each to their own.

The_Dover

17th January 2007, 20:56

but there is one guy there called Dan and as long as he is there colemans will score high on my board

I thought his name was Jan? Didn't you buy his bike? He'll fucken hate you now bro and wee in your coffee...

SixPackBack

17th January 2007, 20:56

The only shop I will not even walk into in Auckland is red baron
I have never used Mt eden (service etc) but they where very helpfull when i was searching for a new machine.

I am a colemans fan (only cause of the gsxr) but even with colemans I have not always had the best customer experience but there is one guy there called Dan and as long as he is there colemans will score high on my board

Guess you never heard the story about my yellow GSXR?...bought from Colemans and ran well until 36k. then for no apparent reason the bike would stall for up to 10 seconds at a time; this nearly killed me a coupla times!

After taking the bike back no less than 6 times and Colemans replacing the ECU, loom, ignition, sensors ETC the fucker was exactly the same. It would be fair to say their fault diagnosis extended to replacing parts in the hope of rectifying the fault.

Never again ...

Nicksta

17th January 2007, 20:59

Dan at colemans is a good bloke... if i go there, its to see him.... they looked after Bruce so i respect them for that.....
Otherwise, for suzuki, its Haldaynes.... (servicing etc.)

Sorry you had a bad experience with Mt Eden, sometimes things snowball and will never be ok... just bad luck...

The Joka

17th January 2007, 21:00

Dealt with them many, many times before. Awesome bunch of guys.

Mike and Chris run a very good shop - I'm surprised if this was their fault at all.

deal with only Mike and Chris straight'cept Selby - but he's just mad.

First of all I gave them credit where credit is due! Did I not? Agree they are an awesome bunch of guys even if I got Selbys name wrong, sorry bro!

They run a shop and a busy one I agree... But when the hell does it become my problem that they are busy? All I want is my bike fixed as quickly as possible and the first time... can you imagine going to a courier company and being told to wait 8 weeks because they are busy! its called customer service!

Just so you know I was dealing with Mike and eventually Chris.. I do rate Chris highly as I got straight answers and no promises from him that weren't kept.

I aint arguing about it that is what happened and no dis-respect to them but I felt I needed to let people know for my own sake to return the pain and frustration it caused me!

Peace out!

N4CR

17th January 2007, 21:05

you'll hear shit stories about every shop. if word of mouth is anythign to go by recently it seems the workshop is not as good as they used to be but I ain' tbeen there since ricky (best zxr250 tuner in all of dorkland ;) ) did my old 250. had a few bikes that mates ride coming from there with problems or something slightly not right etc... but it could just be over-reaction or bullshit who knows?! but a bike is a very complex machine and mistakes are made occasionaly. when i'm working on mine sometimes i'll miss a screw (or more >_<) so it does happen. Seems like they sorted out the guy with the hyosung untill insurance was a problem.. same with my work and computers. insurance screws things up and takes a long time sometimes.

arse baron i don't like and have heard more horror stories than anyone else. i've heard some stingy shit happening at colemans and some horror stories too.. haldanes well shit go listen to them 'warm up' the ducatis they're working on in the morning.. it's not pretty.

each shop will be an arsehole to someone at somepoint, be it their own faliure or overreaction and 'the world is mine and i'll do what i want' bullshit attitude some people have..

gah rant over

edit: OMG I CAN WRITE IN CAPS TOO!!11!1!!
WHOA I CAN SWEAR AGAIN!!! THIS RULES!

avgas

17th January 2007, 21:06

The good guys fix the bike in front of you ;) go see a real bike shop

SlashWylde

17th January 2007, 21:10

So the bike arrives to them 3 days later due to the weekend. I figured that someone would take charge and sort out the work on the bike and let me know the progress, 2 weeks later when I hadn’t received a call from them I rang and asked if I could come and pick it up! Answer: “We have been waiting for the insurance company to assess the bike” so TWO WEEKS later the repairs haven’t even started… WHAT! :nono:

I chase this along and get the insurance company to call the repairer.. and WOW they get the claim number and approval for the repairs – a whole 30 second call later!

Which is what you have to do with insurance companies. They DO move slowly and they DO need to be pushed along by their clients. Chances are Mt Eden were simply waiting for the assessor to arrive and assess the bike. No fault of theirs the assessor didn't show up.

So again I leave the repairs in the hands of Mt Eden Motorcycles who had been good until now.. again not receiving any contact at all in any form, I again call and ask when I can pick up the bike… Answer: “We are waiting on the parts” so now 3 weeks later still no action and the repairs still haven’t started!

Part of my job involves working in the a service department of an engineering firm, so I am intimately acquainted with the financial aspects of that business.

What you have to realise is that most service departments are a pretty busy place and operate on low profit margins. If they put down their tools to try and contact and chase up every single job, they wouldn't get anything done. And then no one would be happy. Like it or not the reality is the customer needs to be proactive and make a POLITE call after a couple of days to see how things are progressing. When I am in the role of being the customer, I normally do this when a job looks like it's going to take more than a couple of days. More so if the equipment will be needed by a given date.

The exhaust was not de-baffled as it was previously so my nice rumble had now changed to a sound likened to a constipated fart!

I presume a brand new exhaust was installed? Well then you'll have to de-baffle it yourself then wont you. You can hardly expect the workshop to do that for you unless you specifically asked them to do that as part of the repairs covered by the insurance claim. Again, time costs money and if nobody is paying for the work to be done, it won't be done.

I again rang Mt Eden on the subsequent Friday to see if the repairs had been done and the bike ready to be picked up. Answer “Yes your service has been done and we put some brake pads in for you as they were getting low” I am now losing my temper and it is one week to Christmasm I ask “that’s great what about the repairs that I asked for?” Answer: “What was that?” Now furious I get possibly the only person that I could get any sense out of thank god for Chris in the workshop… He now takes ownership for my repairs!

HOWEVER the repairs were not completed until the Friday after New Years day! So this is approximately 8 weeks later, bearing in mind that I have never received one call.. that’s right not one call! I had to call every time… I am finally getting my baby back in good working order… and with a whole three days to go riding, Right? WRONG!

Not only did Mt Eden try to charge me for the service that didn't ask for but my bike is still in poor condition! WHAT TO DO, WHAT TO DO??? Maybe I just sell it? :angry:

I have since taken my bike to East City Motorcycles to double check the work as I said above I still had issues and have had to spend $300 to $400 to repair the faults.. Including carburettors that were clogged (umm thought you serviced it?), the fairings not being repaired correctly and oil being left on the inside (infact still with a part of the fairing broken completely off) and several other problems! State expect another call...

On this point it sounds like they have let you down and could have done a better job, particularly for a customer who bought a new bike from them and has supported them consistently till now. The flip side is, no outfit is perfect and all shops will let one of their customers down every now and then. One has to look at the average performance to gauge the level of customer service.

My suggestion would be to drop into Mt Eden some time and have a polite friendly word with Mike about the situation. Don't go into a long winded story about what was and wasn't done or that you weren't called at regular intervals with updates, but stick to simple verifiable facts. Explain that you want to keep your business with them and is there anything they can do to meet you half way on the extra expenses and hassles you've incurred.

Mike's a good guy, he's friendly and easygoing and that's why I took my money to Mt Eden and bought from them, instead of the other more pushy unfriendly shops. Establish a good relationship with the man who sells you your motorcycle and it will repay you in time. Plus it's just a much friendlier way of doing business.

justsomeguy

17th January 2007, 21:11

The Joka

17th January 2007, 21:19

Which is what you have to do with insurance companies. They DO move slowly and they DO need to be pushed along by their clients. Chances are Mt Eden were simply waiting for the assessor to arrive and assess the bike. No fault of theirs the assessor didn't show up.

Part of my job involves working in the a service department of an engineering firm, so I am intimately acquainted with the financial aspects of that business.

What you have to realise is that most service departments are a pretty busy place and operate on low profit margins. If they put down their tools to try and contact and chase up every single job, they wouldn't get anything done. And then no one would be happy. Like it or not the reality is the customer needs to be proactive and make a POLITE call after a couple of days to see how things are progressing. When I am in the role of being the customer, I normally do this when a job looks like it's going to take more than a couple of days. More so if the equipment will be needed by a given date.

I presume a brand new exhaust was installed?

Great post! but...

The assessor had assessed the bike at the tow yard hence the delay... Not saying that the the insurance company is blameless coz they were crap too! and I am changing my supplier there! so a 30 second call would have resolved that!

As for the service industry - you are trying to teach a grandma how to suck eggs! I have been in the service industry for International Perishable goods for 11 years recently turning to recruitment (playing with peoples lifes!) imagine the tempers if you piss people around in recruitment! sucessful businesses survive on repeat business.. So as the customer I couldn't care if they had people away sick or were busy! get more staff not my problem! I thought I had made it clear that I had called several times.. ohh well!

and the EXHAUST everything on the claim should be restored to the previous status.. meaning that the insurance company where paying it was an attention to detail thing!

But great post..

McJim

17th January 2007, 21:32

Funny situation with there being so many bike shops in Auckland and so many KBers in Auckland too.

I have to confess I've wandered into a few bike shops in the past year and have been ignored by some, shown disrespect by others and even treated well on occasion. You can physically se some of the staff in bike shops trying very hard to swallow their disrespect for the fact that you are an old guy on a 250 - they seem to think "He can't know much about bikes so he doesn't have any life experience either" Yeah well I can read the fuckers like a book.

In some shops you go in one day and get shabbily treated - prolly the guy's wife aint puttin' out or summat. The next day he treats you like farkn V. Rossi who stumbled into the shop.

I bought my bike from Red Baron and have been very happy with it.
I get my bike serviced by Botany Honda coz I can walk home while they fiddle with it.
I have spent shitloads on gear from Motomail coz I like them - was seriously considering buying my next bike from Motomail too 'cept they don't do a fully faired Raptor - and the only fully faired bike they've got I can't really afford.

So there are good stories and bad stories about every shop - my advice? Take them as you find them.

BarBender

17th January 2007, 21:36

I aint arguing about it that is what happened and no dis-respect to them but I felt I needed to let people know for my own sake to return the pain and frustration it caused me!

Peace out!

I read your post about your positive experience with East City Motorcycles a few days ago and I find it strange that you would publicly vent concerns about an established provider and at the same time revisit yet again how you think the sun shines out of another providers ass - all in the same post.

I dont doubt you had some difficulties and I dont want to minimise your experience. I just felt you could ease up on marketing B.S. I got all of that the first time. :niceone:

eviltwin

17th January 2007, 22:00

In my opinion mt eden motorcycles are wicked bro!
You have to expect that a good shop is always going to be a busy shop.
They have always bent over backwards to help me out, give me advice, shoot the shit and share cigarettes.
When i upgraded from my tlr1000, my decision to buy a zx10r over a gsxr had less to do with the bike and more to do with the team behind it...ohh, ok...and because it goes like a MUTHA FUCKER!
:Punk:

Bulldog

17th January 2007, 22:15

I'm sorry mate but you're delusional to think they're going to replace your bike to how it was when it was when trashed (debaffled exhaust).

When you get insurance they ask you if everything is standard for a reason, if you didn't state that you had a debaffled exhaust there is no way the insurance company and or Mt eden are liable to replace that. When you get a 'replacement' value it doesn't actually mean that. Read your policy again mate.

I agree that service from most bike shops is shit in Auckland. I've dealt with most of them over the years. Generally comes down to a lack of caring about the customer and perhaps a lack of resources. I've had to get nasty with several of them over the years especially over not calling me back etc.

You only incurred additional costs because you took it somewhere else. The only way you will get things done at the insurance companies cost is for them to keep fixing it. Taking it elsewhere is not the answer.

SlashWylde

17th January 2007, 23:11

Great post! but...

You're welcome. Glad to be of help :finger:

Hellraiser

18th January 2007, 07:34

Now whats the moral of this post ...........

Currently Mt Eden Motorcycles has more arse kisser's than East City Motorcycles.

Paul in NZ

18th January 2007, 08:10

Disappointment and anger such as yours is the result of the gap between expectation and reality. I'm afraid if you don't shift your expectations you are not going to enjoy your motorcycle experience.

Masterchop

18th January 2007, 09:14

-df-

18th January 2007, 09:39

Stuff the lot of them, Henderson Motorcycles in View Rd is the best I've been to, helpfull and will ring you to let you know whats going on and how much it will cost.

My YZF600 ran like a dream after getting it back from them, except they did stuff up the new clutch...but took it back and fixed within a day and never had problems since...thats what counts, all bike shops are going to make mistakes, its how the handle there own mistakes that counts (guy wouldn't stop saying sorry for mucking me around with the clutch...even tho it was only 1 day and it had just a small slip when cold).

Thats the bike shop I always go to now, great service...and if somethings urgent they always manage to fit me in.

Bytor

18th January 2007, 10:08

Hey Joka - two words -BOTANY HONDA - easily the favourite bike shop of all the East Auckland KB'ers I know.

Since you seem to be out east - go say hi to them when you want something or just for the heck of it.

couldn't even fix a puncture properly and they're miserably gits.
Everyone has their favourites - hell some people even like Robber Baron

outlawtorn

18th January 2007, 10:17

You're welcome. Glad to be of help :finger:
dude, you know that SlashWylde is probably the nicest biker/headbanger I have ever met! he's genuine and very courteous and can probably tell you to fuck off when needed. Thanks SW, always good for a counter argument and well written engrish!!

outlawtorn

18th January 2007, 10:27

I rate Colemans as tops, but since Sarge and Mark have left there's only Dan there who is a nice guy, mind you there is a chap in the service area who is very good and my bike has always been treated well, as have I, if I could moan about one thing is the cost of services, but apart from that....all good.

As far as other shops are concerned:
Red Baron - No dealings with them, so personally can't say anything against them.
Haldenes - Walked in many times and have been ignored, no problem though, take my business elsewhere
Motomail - Got great service and advice in the helmet department
Mt. Eden - Nice guys, easy to chat to, they don't chase after you which is nice
Holeshot Suzuki - Bought an open face from them and the useless git behind the counter didn't offer me any advice on fitting or anything like that, I wish I had bought my open face helmet at Motomail instead. Ah well....hindsight...
AMPS - Nice to walk around, Lou is great to chat to as well.

Each to his own, we all have our own horror stories. Imagine if we all had the same likes and good taste...we'd all be riding Suzuki Volusia's!:dodge:

jade

18th January 2007, 10:47

Ive dealt with Chris at mt eden and I think he is a top bloke, had him working my insurance claim, Im one to ring every few days and politely ask for a status report.. I think thats truly important for insurance work which isnt considered a priority..
Im coming up to getting a top end rebuild for my aprilia and am currently thinking about who Im going to get to do it, Im very picky when it comes to my bike - Ill have to think about it but I think It will be chris or mathew at mt eden... Guess it depends who knows their 2 strokes..

ArcherWC

18th January 2007, 11:09

TLDV8

18th January 2007, 11:25

I do my own servicing,that way if it turns to shit all i have to do is look in the mirror to see the idiot. :laugh:

I bought some bits off Cycletreads recently and got top service..... I ordered a part off Botany Honda last week (my first dealing with them) and they had it in under 24 hours.
I ordered another part this week and didn't even have to leave my computer.They will phone when it arrives.
Seem's like excellent service to me but there will always be someone who will think different for varying reasons. ?
Insurance repairs and parts may be the exception but at the end of the day,maintenance on ones bike (or learning how to do it) saves the drama or having to deal with someone elses bad day.
Freedom of Choice in Learning me thinks.

The Joka

18th January 2007, 17:43

Didn't mean for it to come across as a marketing ploy... sorry about that! I have no financial interest in either party!

And I totally agree that everyone will have their bad experiences... this was mine!

Thought that I was fair and stated several times that they were fantastic as well as my bad experience...

I am sure that they will continue looking after other people... :rockon:

James Deuce

18th January 2007, 17:56

I run a workshop that has approx 50 cars through per day, plus left over jobs from the previous days, it is not uncommon for our service dept to deal with 80 odd people per day.
We keep most people very happy, but occacionally we have someone that thinks they havnt been treated well, sometimes it is because we made a mistake but more often it is that the customer hasnt been able to comunicate the full extent of there faults.

The consumer public are a demading breed that generally wont listen to the experts, they will spread bad news around all over the place about a particuular business, saying they are the worst place to deal with.

We often get people come to us telling us how bad there last workshop was,and Im sure our customers go elsewhere telling how bad we were, Generally most places give resonable service, if your not happy have a chat with them,listen to there explanation and give them a chance to put it right.

Well unlike that bunch of "consumer public", I've been going to the same car mechanic for 15 years. I like to form relationships with people at organisations, but if they aren't capable of treating me like a person, or communicating clearly, I'll go elsewhere.

Particularly if they leave me badly in the lurch with a broken bike and a minor injury. I reserve the right to bad mouth the person, but the organisation in question in that instance is still a good bunch of motorcycle enthusiasts. Shame about one person.

Grahameeboy

18th January 2007, 18:22

Colemans top for me and have not had any probs for 9 years.

When I took my bike in for quote after being hit the same day, just turned u,p, no notice, they fixed up the indicator, did the quote and lent me a 1200 Bandit to get back to work.

Cycletreads good too for parts and tyres.

Red Baron.....no way. Bought my RF new and they could not get the wheel alignment right.

zeRax

18th January 2007, 18:24

shit happens, theres always gonna be waits and delays, u sound like a whiney bitch

Biff

18th January 2007, 19:26

Take at least part-responsibility for the alleged delay in repairing your bike after the ding dude. The 30 second call you eventually made could have made far sooner had you followed matters up with both parties and kept on top of developments.

So the bike appeared to suffer from cosmetic damage after said ding by the sounds of things, you rode it after the cosmetics were fixed then decided it wasn't quite as it was, you took it back, they fixed all your gripes and threw in a set of free brake pads?

Sweet.

Grub

18th January 2007, 20:27

Good post. Well balanced, you told the whole story and it's good to give everyone a heads-up

Eyetie

19th January 2007, 13:53

Mike from there is a top man, after picking mine up for a service I pulled into the petrol station to fill up and Mike was there filling up a bike,I went to pay for my gas and Mike said he'll get it, so he gets a tick in my book.

Drum

19th January 2007, 14:23

They should have rung you to let you know what was going on. Not good enough to wait weeks and hear nothing.

SPman

19th January 2007, 15:21

kro

19th January 2007, 16:14

Dealt with them many, many times before. Awesome bunch of guys.

They didn't get to be one of the best reputations in Auckland by fluke.

Mike and Chris run a very good shop - I'm surprised if this was their fault at all.

Even "good bastards" can decide to treat some customers differently than others. I have recommended bike shops to other riders, who have absolutely hated the service/people etc. There are personality clashes, and all sorts of things to take into account. It's rare as hell to find a shop that will just treat everyone the same way..... fuck, I'm guilty of it where I work, but then again, I'm a complete tosser, so that usually explains half of it.

Motu

19th January 2007, 16:25

From my experiance of 37 years in workshops,and more than 25 years running them - any customer under 40 is a compalining areshole.Any customer over 50 is a pleasure to do work for - They thank you for finding enough things wrong to more than double their bill,for not ringing them up with every little thing,for doing the work in the same day....they pay in cash and never complain.By the time they have reached that age they realise owning a vehicle costs money,they have enough experiance in life to know shit happens....they have learned if they trust someone,they will be trusted in return.Never met a 25 year old who's happy with the work I do,never met a 60 year old who would complain about my work.

SixPackBack

19th January 2007, 17:14

BarBender

19th January 2007, 18:02

Dementia?....

Money...!!

Lucy

19th January 2007, 18:37

I wonder how many people work in the shop that has 50 cars through a day? With each car getting charged 3 hours labour I guess there must be at least 18. That is a big garage.

Loopy

20th January 2007, 13:32

Is Ricky still in the workshop?

Mike, Chris, Wiggles and the boys are really good upstairs, but the workshop sometimes gets a bit stretched and Ive found you have to be on their case, a lot of the time, or things just sit there.
Ricky still works for them but he now works for the their wrecking shop. City Motorcycle Wreckers in Grey Lynn somewhere me tinks. Hes a good boy.

SixPackBack

20th January 2007, 14:19

shit happens, theres always gonna be waits and delays, u sound like a whiney bitch

Attitudes such as this are the reason workshops get away with shit service.

Crasherfromwayback

20th January 2007, 15:20

Attitudes such as this are the reason workshops get away with shit service.

They (as you can clearly see from this post) don't. Well, not for long anyway.
I've been in five different bike shops over 20 years, and none of them would purposely fuck someone about or rip anyone off.
The bike industry is too small, and too competitive to have that attitude.

TLDV8

20th January 2007, 15:50

City Motorcycle Wreckers in Grey Lynn

I bought a shock off them (It was posted that someone there might be a bit grumpy :laugh:) but i found them great to deal with and got a good price.
They were playing some kind of modern music a bit loud when i got there,if it has been Elvis :rockon: or something i would have given them a 11 out of 10 rating. :first:

Swoop

20th January 2007, 15:55

...any customer under 40 is a compalining areshole.Any customer over 50 is a pleasure to do work for...

I am left to wonder what the 40-50yr age group is like...

SwanTiger

20th January 2007, 15:57

What idiot leaves their "new" motorcycle in 150 kmp/h winds during a storm? HELLO !!

Say no more.

ArcherWC

20th January 2007, 17:10

What idiot leaves their "new" motorcycle in 150 kmp/h winds during a storm? HELLO !!

Say no more.
It was only a hobag though

Crasherfromwayback

20th January 2007, 17:51

What idiot leaves their "new" motorcycle in 150 kmp/h winds during a storm? HELLO !!

Say no more.

Someone just starting out on their first bike?
We all make mistakes and learn the 'hard way' when we start out mate!

Mind you, in Wellington....you could've taken your bike to work on a beautiful
sunny morning and parked it up nicely....only to have it turn to shite in around an hour and have it blown over!

enigma51

20th January 2007, 17:57

Guess you never heard the story about my yellow GSXR?...bought from Colemans and ran well until 36k. then for no apparent reason the bike would stall for up to 10 seconds at a time; this nearly killed me a coupla times!

After taking the bike back no less than 6 times and Colemans replacing the ECU, loom, ignition, sensors ETC the fucker was exactly the same. It would be fair to say their fault diagnosis extended to replacing parts in the hope of rectifying the fault.

Never again ...

Well I can promise you one thing not all my experience with colemans has been great so if it was not for Dan I dont know if i would go in but then again I also had some great service from some of the other blokes

SixPackBack

20th January 2007, 17:59

They (as you can clearly see from this post) don't. Well, not for long anyway.
I've been in five different bike shops over 20 years, and none of them would purposely fuck someone about or rip anyone off.
The bike industry is too small, and too competitive to have that attitude.

And yet from a customers view it happens frequently [well in Auckland anyway]. I think Kiwi's in general keep quiet about shit service not wanting to rock the boat, and it maybe that workshops not measuring up often do not realise. Customers politely pointing out their dissapointment to the service provider would perhaps be the most constructive approach.

James Deuce

20th January 2007, 18:03

Or you can ring repeatedly about needing some help, get ignored, and then get treated like crap when you do complain. Usually the person in question will refuse to accept responsibility for creating the problem in the 1st place too.

Crasherfromwayback

20th January 2007, 18:06

[/FONT].

100% agree with you there SPB.....it's hard to know someones fucked off if they don't let you know!

Also....if you've got a guy (or woman) working for you that's doing sub-standard work.....you may well be losing precious business without knowing....so once again....better to know!

Silly old Allan Martin was right about one thing though...."It's the putting right that counts!"...but you can only do that if you're given the chance....

Crasherfromwayback

20th January 2007, 18:07

James Deuce

20th January 2007, 18:10

I went in to pay my bill and got a bollocking from the "person" for a. complaining, and b. bagging them. I also got the bollocking in front of other customers and other staff members.

I know when I'm not wanted.

Let's just say the organisation has some good people, but one person has certainly rained on my parade.

SixPackBack

20th January 2007, 18:13

100% agree with you there SPB.....it's hard to know someones fucked off if they don't let you know!

Also....if you've got a guy (or woman) working for you that's doing sub-standard work.....you may well be losing precious business without knowing....so once again....better to know!

Silly old Allan Martin was right about one thing though...."It's the putting right that counts!"...but you can only do that if you're given the chance....

Yup..as a Workshop Manager myself feedback is important.

One thing that struck me about the original post that started the thread was the lack of communication, I would suggest that a normal course of events might include regular updates from the Workshop.
Hell, thats just good manners.

Crasherfromwayback

20th January 2007, 18:16

Drum

20th January 2007, 19:07

..........One thing that struck me about the original post that started the thread was the lack of communication, I would suggest that a normal course of events might include regular updates from the Workshop......

Exactly. If it's going to be delayed a week a simple phone call to the customer to let them know would go a long way. It's standard customer service, but most mechanics just don't seem to get it!

outlawtorn

20th January 2007, 22:02

What idiot leaves their "new" motorcycle in 150 kmp/h winds during a storm? HELLO !!

Say no more.

That's a bit harsh no? Obviously you've never done anything wrong before....lead us oh good and genius one and teach us the err of our ways, or sod off, your choice!

Gremlin

20th January 2007, 22:58

Ricky still works for them but he now works for the their wrecking shop. City Motorcycle Wreckers in Grey Lynn somewhere me tinks. Hes a good boy.
Ricky left the wrecking a few months back. Wrecking has now closed its doors, and the shop is there until all the parts inside are sold. When I last spoke to him, I think he was going to do a short stint at Haldanes, and then off to Ozzie..

re Mt Eden, I like the guys, and they are busy. Being busy, they also appreciate the customers that trust them. They have had customers who refuse to pay for extra work, saying it was not part of the job, yet the shop knows, if they send them down the road, the potential to crash is great, and they will be bitched at more.

I admit I like Mt Eden, they do good work, and I trust them. Find a shop you trust, and use them. Shops like loyal customers, and the loyalty goes both ways.

Their lead time on servicing is down to a week now, it used to be as high as 2 weeks...

Karma

20th January 2007, 23:19

Everyone has their favourites - hell some people even like Robber Baron

I've never had any problems with them eh, and I know that when I get a WOF or something done that they're through on the bike and I'm told of any problems.

I admit I like Mt Eden, they do good work,

Well that's debatable, but each to their own.

I've not had much cause to be in bike shops for mech problems, but from my experience;

Cycletreads - Fantastic, eager to fit you in and will chat over what a problem is for a non-mech minded person like me

Action Bike Wrecker - Ok, not a garage as such, but great bloke, always ready to lend a hand for a very small fee

Colemans - Only went in there a couple of times when I had the ZX4R, felt a bit of brand snobbery to be honest, what was a ZXR doing in their establishment?

Mt Eden - Ok I spose, really small workshop though, and their mechs remind me of morlocks eh.

Depends on personality I think, if you can get on with different people then go with the flow eh.

scumdog

20th January 2007, 23:35

Guess you never heard the story about my yellow GSXR?...bought from Colemans and ran well until 36k. then for no apparent reason the bike would stall for up to 10 seconds at a time; this nearly killed me a coupla times!

After taking the bike back no less than 6 times and Colemans replacing the ECU, loom, ignition, sensors ETC the fucker was exactly the same. It would be fair to say their fault diagnosis extended to replacing parts in the hope of rectifying the fault.

Never again ...

If you had bought a Harely in the first place instead of one of those loser breeds you wouldn't have this kinda budget-buyer problem...

SixPackBack

21st January 2007, 06:29

If you had bought a Harely in the first place instead of one of those loser breeds you wouldn't have this kinda budget-buyer problem...

4 days for a bite from you copper:whocares: ....hope your crime fighting skills are a bit sharper.

Qkkid

21st January 2007, 06:56

4 days for a bite from you copper:whocares: ....hope your crime fighting skills are a bit sharper.

:lol: :spanking: :lol: :clap:

SwanTiger

21st January 2007, 09:52

That's a bit harsh no? Obviously you've never done anything wrong before....lead us oh good and genius one and teach us the err of our ways, or sod off, your choice!
Blah Blah Blah, I don't give a shit, this is a public forum where if one can speak freely about the actions of a motorcycle company then I may speak freely about the actions of a motorcyclist. :yes:

And yes, I am a genius. Thanks. :first:

I believe that people "let bad service happen to themselves". Yes, quote me on that. Communication is the key to success in all things to do with life. Socially I can't communicate for shit and I hate socialising with people (to a degree, and it shows), but when it comes to business I am comfortable.

Most people are the opposite to that.

Being clear on what you want and especially what you EXPECT in terms of time-frame, quality and price is very important.

It annoys me to see people bitch and moan like this, when the root cause of the matter is stupidity and highlights why this became such a big issue in the first place (at least in the original posters eyes).

Just my opinion, if you don't like it red rep me, no point in arguing about it. :bye:

idleidolidyll

21st January 2007, 10:07

I've seen it from the outside and from the inside as a long time rider and racer plus as a bike salesman and bike shop service dept insider.

frankly, EVERY bike shop will fuck up from time to time but the bullshit I've seen and heard from riders never ceases to amaze me.

the insurance lies are the best followed by warranty claim lies.

this conversation goes both ways boys and girls. finding a bike shop you like is a complicated relationship. It revolves around personalities and around the need for bike shops to make a profit or go out of business.

yep, i've seen the bullshit from both sides; there are liars and cheats on both sides and i ALWAYS take these discussions with a grain of salt knowing that there is usually much more to it than the one sided discussion we see here.

this whole relationship and personality thing is muddied even more by the specific agencies held by bike shops; you might be a fan of a particular brand but have a lousy relationship or personality clash with the dealer in your town. What to do? Likewise, the dealers too have problems with riders lying outright about relationship clashes, service issues, crash claims and warranty claims.

my advice? find a shop or two you like and establish a personal relationship with one or two of the staff members there. Ignore the staff that rub you up the wrong way and generally understand that what you read here is one sided and often bigotted.

granma2

21st January 2007, 18:07

I was looking for a 250 when i first got my learners. My partner was looking at trading in his bike at the same time.
So this means we were after two bikes.
You would think that when buying two bikes the shops would be keen to get your money.
We went to almost all the bike shops in central Auckland and the Shore. The worst was...yep...Mt Eden Motorcycles. They gave my partner the very worst quote, out of all the shops, for a trade in for his bike. He was quite insulted.
We have had lots of bikes,(both road and dirt) since then and have to say that Red Baron, Holeshots, Haldanes and AMP's where we have bought bikes from, have always been tops. Their sales ans service are always excellent.
I would suggest that although your bike is nice now...in a years time it will start packing up bigtime. After all it is a Hyosung, which has good reviews, but the components it is made with are crappy.
As far as a Harley goes....well steer clear of those too. Everytime we go out on a ride, there's the Harley's parked on the side of the road, broken down.

scumdog

21st January 2007, 18:30

4 days for a bite from you copper:whocares: ....hope your crime fighting skills are a bit sharper.

All very well - but why DID you buy one of those loser breeds? no self confidence? small wiener? or????:Pokey: :nya:

Lou Girardin

21st January 2007, 20:06

I'm starting to think there isn't one truly competent bike shop in Auckland. I've heard of or experienced poor service and downright laziness from just about all of them.
Are they still living in the 60's?
If one of them had the service/customer skills of Hodgson's European who repaired my wife's little whoopsie in the cage, they would get most bikers business.

Karma

21st January 2007, 20:10

Someone gimme some investment cash and this 'tall poppy' will show them what customer service is all about eh :D

Motu

21st January 2007, 21:15

I always thought that too - try it and tell us how it went....

Pixie

21st January 2007, 21:50

Dealt with them many, many times before. Awesome bunch of guys.

They didn't get to be one of the best reputations in Auckland by fluke.

Mike and Chris run a very good shop - I'm surprised if this was their fault at all.

Insurance companies move very, very slowly and take as long as possible to pay out. Also Mt Edens sometimes get fully booked for a couple of weeks straight, they may not have had time to start work on your bike.

Next time, and I strongly recommend you give them a second chance - deal with only Mike and Chris straight - they make the final decisions. Not that any of the others are bad blokes, 'cept Selby - but he's just mad.

You guys put up with any old crap.
It's basic good customer relations to call the next day and let the customer know that the bike has arrived and is waiting to be assessed.
When I have had vehicles repaired under insurance the repairer always chased up the insurance co and informed me of progress - if they don't they lose future referrals

Lou Girardin

22nd January 2007, 06:13

Insurance companies move very, very slowly and take as long as possible to pay out. Also Mt Edens sometimes get fully booked for a couple of weeks straight, they may not have had time to start work on your bike.

Absolute rubbish. From the time my wife dinged the car, until repairs were started was two days. A week and a half later it was finished in time for Xmas. A perfect job too.
BTW Hyundais are built like tanks. She drove away, the other car was towed.
Anyone who doesn't call to check progress on their repairs is just asking to be put at the back of the queue.
But, having said that, joka bought his bike off them. That would indicate some priority should be given to his job.
It sounds like they've lost a customer.

James Deuce

22nd January 2007, 10:54

yep, i've seen the bullshit from both sides; there are liars and cheats on both sides and i ALWAYS take these discussions with a grain of salt knowing that there is usually much more to it than the one sided discussion we see here.

Ignore the staff that rub you up the wrong way and generally understand that what you read here is one sided and often bigotted.
Yep all customers are liars and bigots

What stuns me quite frankly, is why you bother? We know you think we're all cocks, you've made your point, now bugger off.

crashe

22nd January 2007, 11:23

As far as a Harley goes....well steer clear of those too. Everytime we go out on a ride, there's the Harley's parked on the side of the road, broken down.

Well I have yet to see a Harley Davidson parked up on the side of the road, broken down......

I do see lots of sportsbikes on the side of the road thou......... broken (into small pieces)

We must be travelling/riding on different roads...... :whistle: