Motorad - Bad service

[Zukin]

Well where do I start?

About a month ago I booked the F650 in for a service at Motorad, as it is just about to run out of warranty.

So I booked it in for its 50k service.

I had to take a day off work and ride to Wellington on Friday. (which is a good thing :niceone:)
We left at 5am and arrived at 9am, and dropped the machine off.
I spoke to the service manager, and asked him what they would do, he replied, "they will check everything."
I told him about leaking fork seals which I noticed the day before, and to check the rear wheel bearing as I repaired a puncture a week ago and there was what appeared to be some wire that is in a bearing (the spring looking bearing, I am not sure if BMW has this or not), and showed him the steering head that was oozing grease.

So off I go into town, he told me they would call when it was ready, he told they would work on my bike first as he knew I had a long way to go, which I thought was very good of them.
He said well you booked it in early.
They never offered us a coffee or anything either which the other bike shops did in town and I wasn't even doing business with them :shit:

So the problems start when I went to pick it up at 3.30pm, the bike was wheeled out by the mechanic (who was great I must say and I hope he moves on), and I noticed that the forks still had a bit of oil on them shocked
He said "oh I am sorry we didn't have the time to replace them, and that we aren't allowed to do any more warranty work for BMW either!!! shocked"
They didn't check the steering head and I know they didn't remove the rear wheel either :angry2:

So I went all that way, where I could of taken it to my local bike shop. or taken it to Hamilton for the warranty repairs.
I guess it wouldn't be so bad if I lived in Wellington, I could simply pop in and have the repairs done some other day.

I spoke to Brendan, and told him of my displeasure!!
Hopeless I say

He did tell me that everyone knows they are no longer BMW agents, I said well I didn't and you had my number why didn't someone call me and tell me.
I wasted a day getting there and still some of my repairs are not completed, so either I have to take another day off and go to Hamilton, or do them myself.
I know which is cheaper and safer.

I will never return to this store again!!

Regards Scott

[fireliv]

DO bike stores not get it! If you have bad service, you wont go back, but you are likely to convince at least 10 people not to go there either.

Mine is Sportzone suzuki on Manchester street. They can go get fucked after they ripped me off! Useless pricks

[Conquiztador]

Mine is "Conquiztadors fix it my self". Has never let me down. Price is brilliant (often only a doz of beers (or a JD...) ). And the service is friendly + often I get things fixed I did not even know was wrong. I go back anytime!

[Balrog]

... He did tell me that everyone knows they are no longer BMW agents, ...


Well this is news to me as well.

[skelstar]

They never offered us a coffee or anything either which the other bike shops did in town and I wasn't even doing business with them :shit:
Good grief man, you should try a cafe if you want coffee FFS. Do you ride a motorcycle or do crochet?

[Zukin]

Good grief man, you should try a cafe if you want coffee FFS. Do you ride a motorcycle or do crochet?

You should try to pull your head in :mad:

I was only saying that because that is called service, something they lack!!
We had just arrived in Wellington, it was raining and we were wet.

Most shops would ask if we wanted a hot drink, but no

[ynot slow]

Good grief man, you should try a cafe if you want coffee FFS. Do you ride a motorcycle or do crochet?

Acoffee costs about 50c,bad service costs $$$, I'm sure the complaint wasn't about no farkin coffee as stated,remember this is a SERVICE provider,do bike shops not understand the word service.It can mean bike repair/maintanence or customer satisfaction,obviously for a thread like this to start satisfaction was a non event.

[merv]

Well this is news to me as well.

I've never owned a BMW and probably never will but yes this is news to me too. If they aren't the agents now who is?

I must say Zukin I am rather amazed to hear that your bike is still under warranty and it is having the issues it is. I've never had a Jap bike leak fork oil inside about 10 years of use.

[Zukin]

I've never owned a BMW and probably never will but yes this is news to me too. If they aren't the agents now who is?

I must say Zukin I am rather amazed to hear that your bike is still under warranty and it is having the issues it is. I've never had a Jap bike leak fork oil inside about 10 years of use.

You are right
I do ride it hard, but not as hard as your dirt bikes

It was no problem, the bike is great, no real problems to speak off, I just wanted to give it a good service under warranty, but they didn't have the time to do any of that, and if there was other work to do they cant do it!!

[ducatijim]

You should try to pull your head in :mad:



Good on you Scott, its just this kind of 'tude' that causes piss poor service like you mention, in the first place!! There is altogether too much bad attitude prevailing right thru our society- no coffee and no information is the same FFS 'tude, isn't it?

[Balrog]

Good grief man, you should try a cafe if you want coffee FFS. Do you ride a motorcycle or do crochet?

I don't think its unreasonable to expect a bit of customer service. Especially
after traveling from up North specifically to use the services of their shop.



... I've never had a Jap bike leak fork oil inside about 10 years of use. ..

My Busa had to have its fork seals replaced. All it takes is for a stone to
chip the upper part of the fork and then nip the seal as it compresses.

[White trash]

Well this is news to me as well.
You in the market for a Beema big fella? :D

[RantyDave]

Well this is news to me as well.
Me too. I wonder who got the gig?

Regarding Motorad - Bad Service, for those of us round Welly it's stating the obvious a little. It's also a considerable bummer that they now have the Triumph dealership.

Dave

[Balrog]

You in the market for a Beema big fella? :D

Already turned to the dark side in that regard I'm afraid :)

[onearmedbandit]

DO bike stores not get it! If you have bad service, you wont go back, but you are likely to convince at least 10 people not to go there either.

Mine is Sportzone suzuki on Manchester street. They can go get fucked after they ripped me off! Useless pricks

What did they do to you? Genuinely interested.

[tri boy]

That sux Scott. If they knew you had ridden for hours to get there, they should of given much better service. Especially since you had booked early, and explained your situation.
Give Mike a call at Ham m/cycles. They are friendly, and professional and coffee is always there.
Their mechanics are very, very good, and I'm sure Heath and the crew will see you right.:niceone: All this means, is Triumph NZ need to keep an eye on their new Welly franchise.:Pokey:

[James Deuce]

Me too. I wonder who got the gig?

Regarding Motorad - Bad Service, for those of us round Welly it's stating the obvious a little. It's also a considerable bummer that they now have the Triumph dealership.

Dave
Yes. It is.

Is MD's BMW still in the shop? I wonder what they want for it?

[White trash]

All this means, is Triumph NZ need to keep an eye on their new Welly franchise.:Pokey:


Actually, a little birdie told me that Triumph New Zealand are probably the worst distributor in NZ to deal with, so the union sounds like a match made in heaven really.

[Renegade]

had the same bad service at motorad in welly, my bike got knocked over by a young fella who was real good about it, i took it in got a quote to fix the broken bits, lever, bar end, front fender.

young fulla pays the money to the store and drops me off a dozen beer, all good.

take bike in to get repaired.

go to get bike, hang on you guys havent replaced the bar end thats messed up?

Answer: "when the job was quoted the person that did it got the price wrong so there wasnt enough money in what was paid to replace that as well, you can pay the extra if you want but we wouldnt worry about it, you hardly even notice, but we will credit you the $50 left over"

WTF!!!

i cant exactly go back to the young fella and ask for the rest of the cash cos i think that sux.

as for the barend, you can hardly see it but thats not the point, im not going to waste my time and energy fighting them for it either, i just tell everyone my story.

i do go back there for a browse but il never buy, il go up the road and give some one else the $$$

[Hitcher]

The "free coffee" thing is a bit lame. Long gone are the days when a brew of instant in a skimpy plastic cup counted for anything. Like Skelstar, I don't go to a motorcycle shop when in need of a java hit, and don't have "hot beverages provided?" on my list of criteria for what comprises good service. I do, however, value open and proactive discussion about what is feasible in the time available and attention to the customer's list of things to do, which seems to be Motorad's failure in this instance.

That place needs a bigger workshop. Trying to run the workshop for a multifranchise dealership in the heart of a major city out of a broom cupboard is a bit unrealistic, unless they're waiting on a Time Lord to install an imprint from Rassilon Imprimatur.

[Zukin]

The "free coffee" thing is a bit lame. Long gone are the days when a brew of instant in a skimpy plastic cup counted for anything. Like Skelstar, I don't go to a motorcycle shop when in need of a java hit, and don't have "hot beverages provided?" on my list of criteria for what comprises good service.

It was not about the coffee, is what the fact that I was a new customer, I rode for 4 hours to get there, it was raining, we were wet, they told me to park it on the footpath and that the parking nazis should be ok!!!
They didnt even offer us somewhere to get out of the rain to get changed :(

So what I mean about the coffee is service.

I thought it would of been something like this

Hi there
Come in out of the rain, we will take care of your bike.
Do you want somewhere to get out of your wet clothes, and maybe a coffee (that I would of said no to anyway)
Go over the things I wanted done and confirm them back to make sure they had everything.

[magicfairy]

It was not about the coffee, ...
Exactly, you walk into Wellington Motorcycles, and regardless of why you are there, Crasher is offering you a tea or coffee, Mike behind the counter has got a smile and a friendly word, asking what they can do for you today.
It's about making you feel that you are important to them.

Thats what keeps you coming back.

[Kickaha]

Mine is Sportzone suzuki on Manchester street. They can go get fucked after they ripped me off! Useless pricks


Interesting, because I consider their spares guys the best in Chch

[RantyDave]

That place needs a bigger workshop.
Shit yes. When knowing nothing about workshops it seemed quite reasonable to me. But they you look at/consider the number of bikes they have just ... sorta ... knocking around and you can see what a shitfight it must be. Likewise you can see how much must be necessary when you see the half acre out the back of TSS.

You've gotta feel sorry for the people working there. Doesn't mean they're going to sell me a new bike though. Or fix the existing one.

Dave

[megageoff76]

Exactly, you walk into Wellington Motorcycles, and regardless of why you are there, Crasher is offering you a tea or coffee, Mike behind the counter has got a smile and a friendly word, asking what they can do for you today.
It's about making you feel that you are important to them.

Thats what keeps you coming back.

Totally agree with you.

[HungusMaximist]

A caring attitude and a smile is FREE.

Bad service cetainly isn't... !

[ElCoyote]

Exactly, you walk into Wellington Motorcycles, and regardless of why you are there, Crasher is offering you a tea or coffee, Mike behind the counter has got a smile and a friendly word, asking what they can do for you today.
It's about making you feel that you are important to them.

Thats what keeps you coming back.


+1 Steve and Gary run a great shop and it shows with the attitude of the staff. Stick with them. :woohoo:

[McDuck]

The "free coffee" thing is a bit lame. Long gone are the days when a brew of instant in a skimpy plastic cup counted for anything. Like Skelstar, I don't go to a motorcycle shop when in need of a java hit, and don't have "hot beverages provided?" on my list of criteria for what comprises good service. I do, however, value open and proactive discussion about what is feasible in the time available and attention to the customer's list of things to do, which seems to be Motorad's failure in this instance.

That place needs a bigger workshop. Trying to run the workshop for a multifranchise dealership in the heart of a major city out of a broom cupboard is a bit unrealistic, unless they're waiting on a Time Lord to install an imprint from Rassilon Imprimatur.

It is not about the coffee it is about meeting the needs of the target market (biker). If that biker is cold and wet then he may need a coffee or a towl to dry his face a bit maby? Who knows, every person is different, they have different needs and if the company is to stay trading then those needs need ot be met.

[cowpoos]

Interesting, because I consider their spares guys the best in Chch
I had issuse's with sportzone over faults with a brand new bike a number of years ago...they won't get my custom ever again...but we did sort our isusse's out...and they did in the end discuss things in good faith to reslove the problem [<-- something which is beyond alot of businesses' these days]


besides that...hows the diet coming along tubby???

[325rocket]

that really is crap. My wife wont let me shop at motorad, don’t know why but she hates the place. ive kind of got use to the idea that most bike shops will only offer mediocre service. If you don’t know exactly what you want your in the “too hard basket”. im willing to travel anywhere in nz when I buy my next bike. From what ive heard theres a good shop in New Plymouth so that will be my first stop.
I hate the idea of giving 15 – 18k to an arsehole just because its convenient, id much rather it goes to a good bugger.

[Nasty]

blah blah ...
Answer: "when the job was quoted the person that did it got the price wrong so there wasnt enough money in what was paid to replace that as well, you can pay the extra if you want but we wouldnt worry about it, you hardly even notice, but we will credit you the $50 left over"

A quote is a firm price .. an estimate to not ... they quoted so they should have provided no matter what their problem was ...

I also had crap service where my triple clamp was left so loose if I had ridden my bike hard it would have come apart ... never returning there for nothing!

[Moxy]

Yup. I had a couple bad experiences with Motorad and stay well away from them nowadays... I also make sure to tell everybody to avoid them. Maybe all they need is a bigger workshop and more staff so their workshop guys aren't as rushed...

Boyles, TSS, and Wellington Motorcycles are the only places I go to/recommend nowadays. Lots of good experiences from all three.

[Renegade]

A quote is a firm price .. an estimate to not ... they quoted so they should have provided no matter what their problem was ...

I also had crap service where my triple clamp was left so loose if I had ridden my bike hard it would have come apart ... never returning there for nothing!

exactly, quote is a quote, and based on that quote the money was handed over before they even got the parts in. :oi-grr:

[ynot slow]

A quote is binding and they took the money up front which can be interpreted as a deposit.

We do written quotes so as to have no disputes over what is or is not included.

I must be of old school as in my previous job I would give on the spot quotes for flooring or blinds if only one or two rooms,and the client had chosen product,then if they wanted I'd give them a written quote once in the office.Never reneged on my price even if I'd made a mistake (rarely),mind you the odd time the customer recieved a decent discount on installing of blinds,but the boss was happy.

[Eddieb]

Give Mike a call at Ham m/cycles. They are friendly, and professional and coffee is always there.

+1 for Hamilton M/C's

I order all my Ducati & BMW items through them.

For parts call Stephen and he will sort you out. I rang up for a replacement shock for my 888 at 4:30 in the afternoon and it was on my desk at 9:30 the next morning. Can't beat that.
New jets for the BMW from Germany were $30 including freight from Germany - Hamilton - Wellington. They said 10 days, and on the 10th day they were in Wellington.

[Enchantress]

I ordered a jacket and a helmet though these guys (hamilton motorcycles) and they got it the very next day. Even ordered the next size up for me as well (for the jacket) so I could try both on to see which one fit better (It was a leather jacket they didn't stock, and I'm small). Awesome service, would recommend them to anyone.

[NZsarge]

I ordered a jacket and a helmet though these guys (hamilton motorcycles) and they got it the very next day. Even ordered the next size up for me as well (for the jacket) so I could try both on to see which one fit better (It was a leather jacket they didn't stock, and I'm small). Awesome service, would recommend them to anyone.

Yep, thats has to be good service in anyone book I reckon.

[Weaver]

he told me they would call when it was ready

So the problems start when I went to pick it up at 3.30pm,


Did they ring you? Or did you walk back to the shop to find out what was happening?
So many times I get places saying "yeah we'll ring you whens its ready/arrived". Then I have to ring them up and ask whats happening. "oh, its been ready for hours". Arseholes

[Bullitt]

Im yet to have any problems with Motorad.

I note if theyre nolonger the BMW dealer they still have the massive sign out front.

[Cary]

DO bike stores not get it! If you have bad service, you wont go back, but you are likely to convince at least 10 people not to go there either.

Simple, NO THEY DON"T!!!

I've delt with most bike shops in Alk at some point & something usually goes wrong, doesn't get ordered, or seems like it's just too much trouble & why don't i just go away. Buying the new Tiger hasn't been any better:angry2:

I've found www.dirtbike.co.nz good for parts, even for the Tiger.

[Zukin]

Did they ring you? Or did you walk back to the shop to find out what was happening?
So many times I get places saying "yeah we'll ring you whens its ready/arrived". Then I have to ring them up and ask whats happening. "oh, its been ready for hours". Arseholes

To be fair we just walked back at 3.30pm, it was still being worked on

Which makes me wonder what they did all day as it only took 3 hours to do everything else:whistle:
And they have the cheek to tell me they didn't have time to do the work:mad:

[Zukin]

Im yet to have any problems with Motorad.

I note if theyre nolonger the BMW dealer they still have the massive sign out front.

I think you will find this is a very recent development, I asked some of the other staff there and they couldn't comment :shutup:

[Zukin]

Well when I was at Motorad, they gave me the new fork seals for me to fit myself (or have them fitted)

So needing them done by the weekend, I booked it into my local bike shop to have the fork seals done, and other things (as I have no time to do these things at xmas :confused:)

They call me about an hour ago, and tell me that the fork seals I have aren't actually fork seals, they are dust covers :angry:
I thought that either the team at Motorad were playing a sick joke, or a genuine error was made.

It was a simple error as I found out when I called them, so Brendan arranged to have some couriered to my local bike shop, they didn't have any in stock so he had to organise them from another BMW dealer.
So that is better service :)

I will keep you posted and here's hoping they arrive, we are not in the hands of the courier company:confused:

Now I hope to have it all ready for Dusty Butt

[nudemetalz]

Well, ...I recommend Wellington Motorcycles, like the others here have said.
Brilliant friendly, service. Can't go wrong. I will always recomend them to anyone, particularily dealing with Pete the Crasher !!

[Trudes]

Walked into WMCC today, had a quick look at the B-King (fark that thing's UGLY!!!, sorry to all it's fans, not my cup of tea!), but was not in there more than 5 minutes before being offered a coffee, poor bugger thought he'd asked me to marry him or something the way I laughed at him..... but anyway, ever want a free coffee, head to WMCC, they are good buggers too!:hug:

[James Deuce]

Walked into WMCC today, had a quick look at the B-King (fark that thing's UGLY!!!, sorry to all it's fans, not my cup of tea!), but was not in there more than 5 minutes before being offered a coffee, poor bugger thought he'd asked me to marry him or something the way I laughed at him..... but anyway, ever want a free coffee, head to WMCC, they are good buggers too!:hug:
Stop apologising. I don't like it for its looks. Take it for a ride - you'll fit - and then tell me that's NOT the best motorcycle engine ever and it isn't one of the best handling bikes you've ridden.

The best way to stop Pete making you "coffee" is to take him Red Bull. You can get big cans now.

[Trudes]

Stop apologising. I don't like it for its looks. Take it for a ride - you'll fit - and then tell me that's NOT the best motorcycle engine ever and it isn't one of the best handling bikes you've ridden..
I might have to do that Jim...... I'm a bit scared though!!

The best way to stop Pete making you "coffee" is to take him Red Bull. You can get big cans now.
hehe, it wasn't Pete, he was too busy chatting up some other bird...... and he knows to offer me beer anyway:whistle:

[igor]

You are right
I do ride it hard, but not as hard as your dirt bikes

It was no problem, the bike is great, no real problems to speak off, I just wanted to give it a good service under warranty, but they didn't have the time to do any of that, and if there was other work to do they cant do it!!

go to Hamilton Motorcycles. they even have a shower for customers that arrive cold and wet. If ya lucky they will help ya hold down their HAIRY in the workshop and shag him to. :devil2:

[jrandom]

You can get big cans now.

Big cans.

Heh.

Jim2 said 'big cans'.

[Rhino]

and then tell me that's NOT the best motorcycle engine ever.
Sorry Jim, I have to disagree. Try the 6 cylinder Goldwing/Valkyrie engine. It can run at the red line all day, every day and still do 250,000+ MILES before needing major maintenance. Ample torque and oh so smooth.

[James Deuce]

That's like comparing a J47 with an after burning Olympus. There's no comparison. The B-King engine would have the Goldwing gasping and shouting, "No More!" at redline in 3rd gear. I've ridden a Valkyrie and Suzuki have topped that Honda flat-6 engine with the latest Busa/B-king motivator.

[limbimtimwim]

In Motorad's defence; I used to order a few little bits and bobs off them and never had a problem.

I was a bit of an odd customer though. I'd go in with exact part numbers and speak to Dan who owns (And loves his) bike which is the same model as mine. They'd arrive, he'd call, I'd pick them up.

Nothing like having the parts fiche for your bikes.

[Sparky Bills]

Some interesting comments...

[James Deuce]

In Motorad's defence; I used to order a few little bits and bobs off them and never had a problem.

I was a bit of an odd customer though. I'd go in with exact part numbers and speak to Dan who owns (And loves his) bike which is the same model as mine. They'd arrive, he'd call, I'd pick them up.

Nothing like having the parts fiche for your bikes.

I used to do that. Bought a fiche for the Zed so I could save them some work. Then Dan left. Then Kerry, Robin, and Barry. Then Derek.

Then it got a bit sad and people would laugh at me when I'd ask for something specific and they'd refuse to entertain the idea.

Lorraine was always really nice to me and my Wife.

[Sparky Bills]

I used to do that. Bought a fiche for the Zed so I could save them some work. Then Dan left. Then Kerry, Robin, and Barry. Then Derek.

Then it got a bit sad and people would laugh at me when I'd ask for something specific and they'd refuse to entertain the idea.

Lorraine was always really nice to me and my Wife.


Dans now the Parts Manager, so things might change!
Best of luck to him!:niceone:

[skelstar]

Nothing like having the parts fiche for your bikes.

Here fische fische fische!!!

<img src="http://www.whatdvd.net/WhatDVD-Graphics/main/92.jpg">

[Hitcher]

Dans now the Parts Manager, so things might change!
Best of luck to him!

Good luck to him indeed. However once a customer (and their associated word of mouth) departs a business, if their needs are being well met elsewhere and that shop no longer stocks the bikes they like, customers are unlikely to return.

[Freakshow]

I have to add to this as I brought my bike from them and part of the deal was to get the front disks swapped. nearly a month later with 4 visits they finaly got it done. Their attidue and work gave me no confidence that once I got the bike I paid the local bike guy to check their work. That is one shop I will not go back to. Wellington motorcycles are great now that I am turning up on a bike with more than 250cc

[sinned]

Once you have good service and build a relationship it is harder to go elsewhere. I was very happy with WMC and the service I got when I had the SV1000. When the clutch failed under warranty they loaned me a bike for the three weeks until parts arrive - good service. I wanted a Speed Triple and the agency had just moved to Motorad so that is where a bought the bike from. I even felt a bit guilty going elsewhere. In a year or two the pull of HD will have me back at WMC - or in the interim a B-King.

My first service with Motorad went fine.

[scracha]

+1 for Hamilton M/C's


+1 for Hamilton MC's parts service...and I'm a wingeing Scotch git who doesn't heap praise for no reason.

As for coffee. Hell, if a customer spends 20 bucks I offer them a coffee. Chances are they'll come back and buy something else. Gawd only knows what I'd offer them if they were buying an 18 grand bike off me.

Is it unreasonable to expect a comfortable seat, a clean bog, some motorcycle mags and a coffee when you're spending hundreds of bucks on having your bike worked on? Most car garages seem to manage it?

[Hailwood]

I will add my two cents worth...had them work on a race bike for me a few years ago....by the time they had finsihed the dyno curve looked like an epilectic holding a pen drew it while having a seizure.....finally got the labour costs out of them but wouldnt touch them with a barge pole ever.................agree with the cooments about WMC and TSS both superb operations and would recommend them to anyone with any bike.

[fishb8nz]

My BMW F650CS was originally sold by Motorad, in Wellington and when I took it for a service at Hammy MC Centre I asked them to check on a noise fron the front drive sprocket.

They called me to say the bike was subject to a BMW service recall to check/replace the front sprocket + some other bits. Now Motorad sold the bike knowing it should have had the recall work done before selling it. When the Hamilton dealer contacted BMW NZ (just 12 months ago) they were extremely hacked off at Motorad's lack of action. My sprocket was so worn it could have packed in on me after just 14K. Now that would have really hacked me off if it had happened on a long day out.
Fortunately it didn't and Hammy MC Centre sorted me out. Even let me watch doing the engine rebuild!!