MOTOMART Lower Hutt - Service??

[DougieNZ]

I decided to take my bike in to Motomart in December for a service. My wife did similar this week. For us both it was our first time using Motomart servicing.

Chapter 1

My bike was due for an 18000km service. My instructions were to perform the service, and give the bike a good general check over, as the warranty was about to expire.

On reviewing my accounts this week to update my maintenence records, I noted to my horror that I had been charged for 4.1ltrs of Motol 15W50 Oil at $50.22. I know the oil wasn't changed for 3 reasons.

1. I changed the oil myself 1000km later, after observing the colour of it during the subsequent trip (note - the oil was also grossly overfilled - that's why I couldn't see the level in the sight glass). It came out as black as the ace of spades.

2. The oil doesn't get changed during the 18000km service according to the manual.

3. If they did change the oil, why is there no oil filter charge?

I also noted on the return of my trip, that the brake pads were very low. As this is part of the 18000km service to check there (and given these instructions) I wonder why this wasn't mentioned ot me?

Yes, I should have checked the invoice. The reason I was in a hurry, is that I had arranged my worklmates to cover me, and I waited 45 minutes while the bike was finished!! This was after 2 phone calls during the day to confirm the finish time. Not good!

Chapter 2

My wife dropped here bike in for a service this week. She rang me today asking me to pick her up. "Why?" I asked. She said that her bike was leaking oil, and that it had sprayed over her seat, the back of the bike and her gear.

"What!! I'm on my way!"

The Motomart guy had been and gone by the time I got there (maybe he heard I was on my way)! And had repaced the engine cover that fell off because it was not tightened up properly!

Mistakes can happen - but this is a bad one to get wrong. :angry:

What sort of conversation would we have been having if she had fallen off due to the oil on the back tyre or we had a rooted engine? Would MOTOMART have taken responsibility???:angry:

As first up experiences - I believe neither was good enough!:angry:

[White trash]

Might I suggest, and it's easier in hindsight, to call the shop manager and give them the opportunity of rectifying the situation before posting all about it on a website?

Don't get me wrong, I know you're angry and feel you've been dealt to. I've had a similar experiance, but when I contacted the bike shop, they bent over backwards to fix it for me.

Still sucks to get poked in the eye though.

[Fatjim]

All right lets get this out in the open.

EVERY bike shop will give you shit service at some time or another. It's bikers law/lore.

If it's bad workmanship, let them fix it. If it's bad attitude, let us now, and move on.

[DougieNZ]

Might I suggest, and it's easier in hindsight, to call the shop manager and give them the opportunity of rectifying the situation before posting all about it on a website?

Should that be done after they scrape my wife off the road due to oil on the back tyre? Or after the engine is siezed?

I believe that this situation should be posted here. If I had been going for years and this was a one off mistake, then fair enough. However this is TWO bad experiences (both with first time customers) - the first time out.

It may be that no-one else has had a bad experience with these people. I have. I probabaly would/did forgive the overcharging part of Chapter 1 - I didn't properly check the invoice at the time. Chapter 2 is more difficult.

However, to address the situation (yes - I was angry)

1. Motomart did strive to rectify the situation when informed by travelling 40km each way on a Saturday to replace the part - and have undertaken to get a replacement part that matches. They also apologised for the error.

2. I had a very good gear purchase/service experience there. I went away impressed which is why I took my bike to them in the first place.

3. I have ordered parts off them, and they did a good job.

This is a basic error that could have had bad consequences.

[COP_B8]

Kinda pisses you off, I had a bad experience at a bike shop in the Hutt which has since gone involving the changing of a tyre and a subsequent problem with that, however I have had nothing but awesome service from Motomart.

[Komuter]

Please do post your experiences here. At almost every dealer I have had the unfortunate experience to talk to has been arrogant and did not warrant my trust in, every one. Please do poast your experiences here so we all are empowered as comsumers and the shops get to know that they need to provide quality serive 100% of the time - we are different to cars - we are exposed and there are no second chances on a packed motorway at 100km hr.

So by all means, post post post.

[Crasherfromwayback]

Please do post your experiences here. At almost every dealer I have had the unfortunate experience to talk to has been arrogant and did not warrant my trust in, every one. Please do poast your experiences here so we all are empowered as comsumers and the shops get to know that they need to provide quality serive 100% of the time - we are different to cars - we are exposed and there are no second chances on a packed motorway at 100km hr.

So by all means, post post post.

Great, here's my post!
I've worked in the motorcycle industry for 20 years in five different shops.
Three of those shops have been here in Wellington.
I know most of the people in all of the shops.
Most of them are motorcycle enthusiasts and rely on you (the customer) to live.
Doesn't it strike you as a tad 'odd' that we're 'all' arrogant?
What? Every bike shop? All of the staff?
That's a strange coincidence innit?
Could the problem perhaps be looking at you in the mirror?

[The_Dover]

Doesn't it strike you as a tad 'odd' that we're 'all' arrogant?
What? Every bike shop? All of the staff?

No, just you Pete.

I hear you're a right cunt and only homo's drink Steinies.

[Crasherfromwayback]

No, just you Pete.

I hear you're a right cunt and only homo's drink Steinies.

Rather be a right cunt than a wrong one.
And for the record......I didn't get where I am today without drinking Steinlager.
World's best lager don't ya know!

[The_Dover]

Rather be a right cunt than a wrong one.
And for the record......I didn't get where I am today without drinking Steinlager.
World's best lager don't ya know!

yeah right..

[Crasherfromwayback]

yeah right..

Nah Mate.....that's the Tui ad, not Steinie.
I wonder how many simpletons buy that cats piss thinking it truely is made by 'gorgeous women'?

[Lou Girardin]

Could it be that not publicising this kind of thing, perpetuates it?
By all means expose bad service, as long as you tell the truth.
(Something that isn't always the case)

[Crasherfromwayback]

Could it be that not publicising this kind of thing, perpetuates it?
By all means expose bad service, as long as you tell the truth.
(Something that isn't always the case)

Yeah 'cause all salesmen/women are liars.
Customers on the other hand.......NEVER lie.
There's your Tui add Dover!

[j_redley]

Regardless of who the worker is, thats beside the point. If you had bad service, we wanna know about it. If your not interested in where people are having bad experiances, don't read the damn thread. For the record, Steinie and Tui are crap. Drink a beer thats not from NZ.

[Crasherfromwayback]

Regardless of who the worker is, thats beside the point. If you had bad service, we wanna know about it. If your not interested in where people are having bad experiances, don't read the damn thread. For the record, Steinie and Tui are crap. Drink a beer thats not from NZ.

I'm all for reading HONEST reports of bad service. I'd rather see the writer of such posts inform the shop/worker in question first though. That way, we'd all get to see the two sides EVERY story has right?

If you're that unwell that you want to drink over priced crap beer, save yourself some money and go and live in the country of origin.
You'll raise the average IQ of both countries.

[j_redley]

He did mention that they rectified it, but he also did mention how worrying it was that something that could have caused a serious accident was missed. Its a valid concern I'm sure alot of members don't mind reading about it.

Drinking a beer that taste's half decent isn't a illness, its just good taste.

[Crasherfromwayback]

He did mention that they rectified it, but he also did mention how worrying it was that something that could have caused a serious accident was missed. Its a valid concern I'm sure alot of members don't mind reading about it.

Drinking a beer that taste's half decent isn't a illness, its just good taste.

Yeah and if the shop involved had a chance to explain, it may've been something as simple as an o-ring being pinched. Might have been the only time out of the 500 exact same services on the exact same model they've done in the past that they've made such a simple mistake with.
So yeah.....we'll crucify them eh?

And what would you know about taste when it comes to beer?
You ARE aware that Steinlager is the ONLY beer that's ever been asked by the worlds most highly regarded competion organisers to refrain from entering so that some other 'brand' may have a chance of winning? No?
Didn't think so.

[Komuter]

:shutup: :shutup:

[Ixion]

Rather be a right cunt than a wrong one.
And for the record......I didn't get where I am today without drinking Steinlager.
World's best lager don't ya know!

If it ain't Speights. It ain't beer.

[Ixion]

Well here is where I am coming from:

I am a pleasant guy, without an ego.

Bought my bike brand new from a dealer, as a newbie thought it would be a great way to avoid the train at about the same cost.

Didnt recieve the manual, didnt know to ask for one.
No instructions about the 1000km service, or any period.
Didnt get told about the choke, or the petrol tap.
No replies to any of my emails enquiring about these things, or even how to wear the gear, gloves and trou on the inside or outside of the gloves/boots,
And didnt know to ask.
No reponse to my last 3 emails, basically once you have bought it, thats it, you are shit.
The front light bulb blew at about 150km, and the brake squeaks.
The handlebars were set (according to my riding instructor) with poorly adjusted tighness - so that they would eventually crack the hold-on thingy and fall off. The handlebars were set so low that I whacked my knees against the tank when trying to do the road test.
No information about the warranty, nothing.
The brake fluid goes low, and on my email and voicemail message about it, i get nothing, nothing.

Hence, I have a negative view of a particular dealership, and my dealings with other salesmen, who if they only realised I want some honest advice, could have thousands in addons from me.

Well, in fairness, though from the sound of it they might have gone a bit further with some "useful advice and helful hints" for a newbie, it doesn't really sound like there was anything major wrong with the machine or their service. Always a bit of a problem that for a salesman, how much do you assume the buyer knows. If you bought a new car, would you expect the salesman to spend much time showing you how to start it? Or how the handbrake worked? Or would you think it reasonable for him to assume "You're buying a new car. A *new* car. I assume you know how to drive a car. I'll show you anything that's odd ball about this car, but I'll assume you know the basics". See , if I bought a new bike, i wouldn't expect the salesman to explain any of that to me - I'd probably be either amuse dor annoyed if he did.

That's not quite a valid assumption in bikes, as you, quite rightly, point out. But , whilst it would have been good if the salesman had clicked "Uh , new rider. Hey, maybe he doesn't know the stuff I assume is second nature". I don't know that it's fair to slam dunk the entire dealership because he didn't make that extra step.

[Crasherfromwayback]

Well here is where I am coming from:

I am a pleasant guy, without an ego.

Bought my bike brand new from a dealer, as a newbie thought it would be a great way to avoid the train at about the same cost.

Didnt recieve the manual, didnt know to ask for one.
No instructions about the 1000km service, or any period.
Didnt get told about the choke, or the petrol tap.
No replies to any of my emails enquiring about these things, or even how to wear the gear, gloves and trou on the inside or outside of the gloves/boots,
And didnt know to ask.
No reponse to my last 3 emails, basically once you have bought it, thats it, you are shit.
The front light bulb blew at about 150km, and the brake squeaks.
The handlebars were set (according to my riding instructor) with poorly adjusted tighness - so that they would eventually crack the hold-on thingy and fall off. The handlebars were set so low that I whacked my knees against the tank when trying to do the road test.
No information about the warranty, nothing.
The brake fluid goes low, and on my email and voicemail message about it, i get nothing, nothing.

Hence, I have a negative view of a particular dealership, and my dealings with other salesmen, who if they only realised I want some honest advice, could have thousands in addons from me. But they dont reply to my requests for a simple price, nor occasional advice, so tough! Email accounts for 95% of customer inquiries in my business, and we reply to EVERY one, and CALL where warranted. Last year my business tripled its income, we are a service industry also, so I know what service is and how to provide it. I am seriously thinking that I need to open a shop selling accesories as no bastard has bugger all in the wellington Region (ok one in alicetown, have a good name on KB and good shop, but the owner lectured me on the time it takes to update trademe - WELL DUH WELCOME TO THE 21st Century!)

Dealers must learn to deal within the internet age, and the adage of 1 bad customer will tell 10 others held true when I was in retail, and so the 1 bad now tells 100 - so much more must the bar be raised - they charge for quality service and so they must elarn to provide it and communicate with us mr plod public.

rant ends.

:shutup:

Ok then....from the top....

I've got an ego, but I'd like (there goes my ego....) to think I treat all of my customers well.

I'd be willing to bet, if you purchased your GN from us, you didn't purchse it from me personally.

Not getting the owners manual, or being shown over the bike is bad indeed, especially as you're just starting out. If you did get it from us, feel free to tell me who you did buy it off so I can bitch slap him tomorrow.

The Chinese headlight bulbs in the GN's are shit, we do our best to remember to replace them with decent ones before the bikes are delivered. For the longevity of your new bulb, always turn the headlight switch off before you use the starter motor.

I gather you're quite tall? We (and I'm sure all Suzuki dealers) set the handle bars to the std position, some people need them tilted slightly further foward, some back. The person that sold you it should've made sure everything fitted as best as it could with you sitting on it....yes.

Gear? We stock thousands and thousands of dollars worth of gear. But no matter what you stock, you can't have what everyone wants all of the time.

It seems that you may have a slight problem with actually asking for things?

You shouldn't. We're happy to source anything you may want, that we don't have.

Great to see you slagging off TSS already...at this rate you'll have to open your own shop.

[Crasherfromwayback]

If it ain't Speights. It ain't beer.

You're a sick man.

[Crasherfromwayback]

, or even how to wear the gear, gloves and trou on the inside or outside of the gloves/boots,
And didnt know to ask.


Dealers must learn to deal within the internet age, and the adage of 1 bad customer will tell 10 others held true when I was in retail, and so the 1 bad now tells 100 - so much more must the bar be raised - they charge for quality service and so they must elarn to provide it and communicate with us mr plod public.

rant ends.

:shutup:

Oh yeah....and regarding the clothing 'issue'....I've gotta say mate, if I went to a snowboarding shop for the first time to buy my first ever snowboard boots, I'd ask the salesperson to show me how to do them up correctly yeah?

I find it a bit rich that you're complaining of not being told how to dress yourself. If you're unsure how the gear should be worn.....ask!

Most motorcyclists would think you're taking the piss if you told them how to wear their gear.

[Sparky Bills]

I cant speak for the workshop, but im happy that you walked out happy after getting gear from us.

Thankyou for your feedback.
I didnt actually hear anything about this case...?
Saying that, I was away on Friday as i was heading up north to race at Paeroa.
I am glad to see that the problem was fixed, and hope you continue to use us as a service point.
Our workshop, is VERY compitent (sp?), and mistakes like these do not happen often at all!

[Paul in NZ]

The fat prick that changes the oil in my car left the filler cap loose last time.. It bloody fell off on the motorway and I ended up with oil all over the engine bay which made a hua of a mess I tell you!

Of course - it was not an easy job to find a replacement cap either.

If I didn't work for free I'd have fired my arse a long time ago because frankly - it's not the first time that clown has messed up...

[Pex Adams]

People have lost lifetime friends of these trival issues, like which shop is going to suck your cock the best.

In my opinion, if they don't swollow, Don't go back again! Cause next time they might use a bottle of Seinlager in a manner unbecuming:gob:

[Fatjim]

Pex, now that you don't have a bike you have to keep your comments to PD threads only. It's the law.

You could get your missus to post on your behalf though.

[Guitana]

Good on ya Crasher some people just moan like fuck cos you don't treat them like royalty!!! If I was new to a bike I would be asking all the questions I could Ignorance is no excuse!! You buy a new vehicle you should do the homework and get it set up from the start!! Every new or secondhand bike I get has a fitting in period before it gets the fuck thrashed out of it!!
I set it up, clean it, lube it and check the oil brakes etc!!!!
After I've thrashed it around the block a few times I then sit down to a cold Heineken and reveiw the handling!!Yes that's right Heineken (the best Lager in the world!!!!!)
Motomart did some really good deals on gear and Pete gave some helpful advice.
I've dealt with Motorad on a number of occasions Too and found them to act above and beyond the call of duty, plus they have some really HOT CHICKS working there and the fact this was'nt mentioned in the story means that you must be a homo!!!!
Tradies can't be perfect all the time mistakes happen and it's the fixing of those mistakes that matters!!!
I've had dealings in the past where problems have occurred after a service but the situation is always rectified because I would contact the buisness and give them the opportunity to rectify the problem!!

[Drew]

Way I see it, if the shop in question, fixed the issue, after fuckin something up, they deserve good rep, if they bitched about having to do it, but still did it, dont go back, and if they tell ya to piss off, slag them to all who will listen, and write a letter to those who wont!

With the exception of that lying import prik Dover, (he'll tell ya he never makes mistakes, but the truth is very different,) who here hasn't made a fairly large cock up? That they have stood there lookin at, saying something along the lines of, "how the bloody hell am I gonna fix this?"

Shit happens, I've had good, and bad service from nearly all the bike shops in Wellington, one of which is owned by a good mate of mine. My point is, I think it fairly obvious, that even tho the staff are good bastards most of the time, we all have bad days, and a bad day for one of said staff, results in slightly lower service standards, than they themselves have set.

By the way, SPEIGHTS IS THE ONLY FUCKIN BEER Pete, but you'd still be gay nomatter what ya drink.:yes:

[cowpoos]

Nah Mate.....that's the Tui ad, not Steinie.
I wonder how many simpletons buy that cats piss thinking it truely is made by 'gorgeous women'?

:(
.................................................. .................................................. .

[Crasherfromwayback]

Fuck sorry mate!:shutup:

[Lou Girardin]

Yeah 'cause all salesmen/women are liars.
Customers on the other hand.......NEVER lie.
There's your Tui add Dover!

I don't see how you read that into my post. I've seen examples of shocking service. And from places I didn't expect it.
On the other hand, we took our car into the dealers today to get some small things sorted. They were efficient, competent, kept us informed of costs (even when it turned out less than the quote) and lent my wife a car.
Bike shops still have a long way to go. Just because we're enthusiasts, isn't an excuse to treat us like morons.

[Crasherfromwayback]

I don't see how you read that into my post.

What I was meaning was, in your first post you mentioned 'as long as you're telling the truth'....and I'm sure you of all people know that a large part of the public see sales people as liars. We (the sales people) are lied to on a far more regular basis. I'm sure there are some dishonest sales people out there, but I'd lose my job if caught doing so, and have no reason to do so anyway.

[Drew]

Fuck sorry mate!:shutup:

Dont worry about Poos buddy, takes three hours to convince him of anything, and he still goes away thinkin he's right. So it'll take more than one post to make him believe anything other than what's in his little mind:yes:
And, he sucks Jimmy's diddle for the fun of it.

["D" FZ1]

Its funny how people are quick to bag a shop for a bad or mediocre job but you don't hear to much about all the good service that most people get. We pride ourselves on giving good service as we want customers to come back. BUT some people are never Fkn happy!!!!!

[Guitana]

Fuck sorry mate!:shutup:

Never apologise CRASHER it's a sign of weakness!!!!!!

[Fatjim]

And, he sucks Jimmy's diddle for the fun of it.
I hope thats Jim you're talking about is a slight expat pom, and not me, or I'll be making you suck mine next time I see you biatch


and I'm sure you of all people know that a large part of the public see sales people as liars.

Classic case in the weekend. Peugeot dealer in Palmy telling me that he's seen few problems with them. The FACT they are known the world round as being one of the biggest pieces of shit and that mine fitted into that category didn't deter this guy from spouting forth. What a prat.


I don't see how you read that into my post. I've seen examples of shocking service. And from places I didn't expect it.
On the other hand, we took our car into the dealers today to get some small things sorted. They were efficient, competent, kept us informed of costs (even when it turned out less than the quote) and lent my wife a car.
Bike shops still have a long way to go. Just because we're enthusiasts, isn't an excuse to treat us like morons.

Funny how car dealers can get this right far more often than bike shops. I have no problem saying that the local honda car dealers after sales service is far superior to the local honda bike shop. About the only thing I can think of is the volumes don't allow the investment this requires. I'm not taking a poke at them, it's just a fact!

[James Deuce]

If it's service you're after, you can find it just round the corner. :innocent:

[crazybigal]

thats funny, at least once a week someone is going on about how good TSS is in the hutt.


Its funny how people are quick to bag a shop for a bad or mediocre job but you don't hear to much about all the good service that most people get. We pride ourselves on giving good service as we want customers to come back. BUT some people are never Fkn happy!!!!!

[James Deuce]

Just around the corner :innocent:

[crazybigal]

If you gave good instructions how did they miss all this on your bike? what story did they come up with? id love to know


I decided to take my bike in to Motomart in December for a service. My wife did similar this week. For us both it was our first time using Motomart servicing.

Chapter 1

My bike was due for an 18000km service. My instructions were to perform the service, and give the bike a good general check over, as the warranty was about to expire.

On reviewing my accounts this week to update my maintenence records, I noted to my horror that I had been charged for 4.1ltrs of Motol 15W50 Oil at $50.22. I know the oil wasn't changed for 3 reasons.

1. I changed the oil myself 1000km later, after observing the colour of it during the subsequent trip (note - the oil was also grossly overfilled - that's why I couldn't see the level in the sight glass). It came out as black as the ace of spades.

2. The oil doesn't get changed during the 18000km service according to the manual.

3. If they did change the oil, why is there no oil filter charge?

I also noted on the return of my trip, that the brake pads were very low. As this is part of the 18000km service to check there (and given these instructions) I wonder why this wasn't mentioned ot me?

Yes, I should have checked the invoice. The reason I was in a hurry, is that I had arranged my worklmates to cover me, and I waited 45 minutes while the bike was finished!! This was after 2 phone calls during the day to confirm the finish time. Not good!

[Fatjim]

Hey Bi gal, i think you need instructions on using the this site mate.

[Hotchefnz]

I can only speak highly of Motomart both for their workshop and sales department.
I was a customer who brought a secondhand $5000 bike off them, and yes I had issues with it - BUT - they went out of their way to address the issues and fix the issues.
I could have done one of two things - said f*#^ yous and gone to another shop - or as I did spoke with them and come to some arrangement.

Since then I have spent another $3000 on parts, services, etc and in the coming months as I'm looking at trading in will go back and purchase from them.

My point is that they are and have been open to talk to regarding issues.
Its all I asked for and I left satisfied - and in return they have gained in repeat business, and have won my support.
I may not have brought a $15-20K bike but they treated me as if I had.

Well done Motomart

[Crasherfromwayback]

Classic case in the weekend. Peugeot dealer in Palmy telling me that he's seen few problems with them. The FACT they are known the world round as being one of the biggest pieces of shit and that mine fitted into that category didn't deter this guy from spouting forth. What a prat.





Yeah I mean you've gotta be pretty simple if you think you can get away with talking total shit in the age of the internet.
One of the biggest changes I've seen in the time I've been in the industry is how much better customers are with product knowledge etc.
Quite often, they'll know certain facts about certain models we don't.
I don't get flustered or talk shit about them. Hey, I've got literally hundreds of models to study up on, I'm not going to know everything about them all.
A customer thinks they want an 'XXY' etc....they then study up hard out on them....it's great. I certainly don't see it as a threat.

[crazybigal]

so i fucked it up, get over it


Hey Bi gal, i think you need instructions on using the this site mate.

[Fatjim]

Thats better.

[DougieNZ]

Well, I went back to Motomart this week.


I believe that if you are prepared to knock a dealership for bad service, then you should be prepared to give them praise if they get it right.

Absolutely no problems this time. The parts guys still continue to give me good service, and I had a good experience from the workshop with my recent bike service.

The reason why the brake pads weren't mentioned to me last time, is that they easily made it through to the next service! I got that one wrong...

So, well done MOTOMART. I'm pleased I gave you a second go.

Regards

[Pickle]

I don't get flustered or talk shit about them. .

Since When?

And what do you mean Tui isnt made by Gorgeous Women?

[Crasherfromwayback]

Since When?

And what do you mean Tui isnt made by Gorgeous Women?

Since I said so!

And as if gorgeous women could brew something so heinous.....yeah right!:sick:

[Paul in NZ]

Since I said so!

And as if gorgeous women could brew something so heinous.....yeah right!:sick:

I dunno - I've seen the kids produced by some gorgeous women so yeah, it's possible