Wellington Motorcycle PR = FAIL

**Crasherfromwayback** · 7th October 2009, 08:58

Originally Posted by ajturbo

i am a "little " pissed off, these guys make enough money to be able to phone me to tell me that (even if it is a lie...{how would i know?}) they cannot do my bike for what ever reason.....

It would seem we had your mobile number as (021) 326-576. Phil (our service reception man) thinks he checked with you that that was correct?...and in fact tried to call you a few times. The phone has a message from a 'Mark' of Silk Painting. Obviously not your contact number...and bad that we didn't have that right. We'll rectify that.

Originally Posted by vifferman

I agree.
As you said, a phone call doesn't take much effort or time.

It's not always that simple though...

**ynot slow** · 7th October 2009, 09:06

Originally Posted by Crasherfromwayback

It would seem we had your mobile number as (021) 326-576. Phil (our service reception man) thinks he checked with you that that was correct?...and in fact tried to call you a few times. The phone has a message from a 'Mark' of Silk Painting. Obviously not your contact number...and bad that we didn't have that right. We'll rectify that.

It's not always that simple though...

Was just thinking most bike outlets in cities have a service manager,and you would assume it's his job to get contact details so as to inform customer any delays etc,typical the one time(maybe)the details are wrong they're not checked or noted.

Have had people ring me to say where are you?I ring them if I know they're waiting for me(taking time off work),and I'm stuck in traffic,or will be 5 mins late.Other times I know they're home all day I'll ring if say 15 mins late.Had plenty of times a reply thanks for the call,glad you rang,but no problem.

**jonbuoy** · 7th October 2009, 09:11

Originally Posted by vifferman

OTOH, surely you can understand AJ's frustration? And KB is a handy place to vent it. It would be different if they'd given some indication that they might need it for a few days, i.e., "Bring it in Tuesday, and we'll have it ready by Thursday at the latest", or if they'd rung him earlier in the day to say it wasn't ready.
Why should HE have to chase it up, when customer service is THEIR responsibility? Isn't service what he's paying for?

Sure, but I OWN my mistakes, and own up to them.

Sounds like they had a busy day and maybe a job or two that went pear shaped. Venting is one thing, potentially driving a customer away is another. Just a bit unfair in my humble opinion.

**Badjelly** · 7th October 2009, 09:12

So, ajturbo got some bad service, he's complained about it on this forum, and CWB has accepted the service was bad and promised to look into it.

Isn't KB great!

**nudemetalz** · 7th October 2009, 09:24

I'm actually surprised by this as I've had nothing but excellent service with Welly Motorcycles in the past and Pete's always on the game.

**vifferman** · 7th October 2009, 09:24

Originally Posted by Badjelly

So, ajturbo got some bad service, he's complained about it on this forum, and CWB has accepted the service was bad and promised to look into it.

Isn't KB great!

Actually, it IS a good outcome.
If he hadn't vented on here, it wouldn't have given them an opportunity to semi-publicly do some reasonably good PR. I don't think this has shown them up in a bad light, especially since it seems they did make an effort to contact AJ, but couldn't get hold of him.

Trouble is, there are quite a few bike shops with no representation on KB, some of which have pretty indifferent service. Some of these shops probably wouldn't give a toss either, judging from the comments posted. That's probably why they haven't taken the time to check out KB and "put a finger on the pulse" of a large section of the motorcycling public.

**Blew** · 7th October 2009, 09:40

Most auto service dept's I have worked in use the booking system to cater for single day services, but for "no go" units to allocate time for a vehicle to be looked at, as the reason for the problem and time to rectify is not known until the fault is found. Especially if parts are required or if customer wants a price first.

**Morcs** · 7th October 2009, 09:43

Originally Posted by YellowDog

I stopped using a very well known outfit in central Auckland because they didn't understand the meaning of PR and communication.

When you go to pick up your bike after a $130 quote, you don't expect a $500 bill without first receiving a phone call to explain what they need to do and why they neednto do it.

Red baron by any chance?

Took my SRX in as it wasnt starting. They even said on the phone they found the problem pretty quickly (CDI blown), the Manager confirmed when I said 'shouldnt be too expensive ay', when they said $500+ for a new CDI, I said no, sourced one myself. Had a bleeding heart attack when the bill was $700, and Id supplied the replacement part myself. WTF.

**dipshit** · 7th October 2009, 10:06

Originally Posted by FJRider

Perhaps if it was YOUR bike that needed the extra time/work that was not expected/allowed for .... would youhave been happy for them to put it aside while another bike that was booked in got work done on it ???

Yes I would be ok with that. I think it would be fair that if they discovered *extra work* needed doing on my bike... that they would resume working on it again after dealing with the other bike that had been booked in.

**Kinje** · 7th October 2009, 12:30

I've always been really happy with WMC service, both ordering parts/accessories and in the workshop.

They called when the service bill was going to be more than I expected and call when the work is finished, even when I generally say I'll pick up after 5. And I appreciate the follow up call a few days later - nice touch.

WMC

**StoneY** · 7th October 2009, 12:51

Originally Posted by ajturbo

i am a "little " pissed off

is that coz like me your a 'little' bloke?

I wonder...do Tall people get a LITTLE oissed off or does that come under another category?

Serious bro, I stopped using WMCC ages ago and you know how often I forgive my bike shops (TSS still get my bikes gah!)

I reckon we need to get a real bike mechanic set up in a real workshop with NO showroom, NO parts dept, NO accessories...in fact NO fuckin retail system AT ALL...just a greasy workshop bench and his toolbox

**cowboyz** · 7th October 2009, 13:12

Originally Posted by Lurch

Wellington Motorcycles have shown themselves to have one of the most professional service teams I've experienced. I've never had a problem with their quality or punctuality and they always follow up a few days later with a "hows it going" courtesy call.

Yeah they should have called you earlier if they knew it just wasn't going to happen, but calling them out on KB after a single day delay on the service and already making assumptions that they won't get it done the next day?

I think you need to put your self importance back in the box for a while.

couldnt disagree more.. It takes time to make money to ride these bikes.. Time that is only dwindling.. A bike shop holding on to a bike for an extra day or so could have been the day where he was riding home and found that perfect corner in prefect conditions and the whole world of zen falls into place. Now although, i am a fan of pete from welly m/c's its obvious there were are few mistakes made... Obviously the easy ones.. like getting the number right, and apologizing are easy fixes and a quality shop like wmc will jump on that pretty quick... but how about not selling him a kwaka in the first place? ???

Originally Posted by jonbuoy

I'd hate to work in an industry where the slightest error gets an internet slagging.

You are only as good as the last thing you did.

The world moves at a rapid pace. And if companies want to compete in 2009 then they need to up their game.. No longer is it acceptable to take 3 weeks to get a quote and 6 months to get a part. This is the information age and we have big planes and ships and computers and stuff made from really smart guys who have never been laid. As consumers we want it now and we dont want to wait. Technology has enabled us not to have to.

**Trudes** · 7th October 2009, 14:41

Originally Posted by StoneY

is that coz like me your a 'little' bloke?

I wonder...do Tall people get a LITTLE oissed off or does that come under another category?

Serious bro, I stopped using WMCC ages ago and you know how often I forgive my bike shops (TSS still get my bikes gah!)

I reckon we need to get a real bike mechanic set up in a real workshop with NO showroom, NO parts dept, NO accessories...in fact NO fuckin retail system AT ALL...just a greasy workshop bench and his toolbox

Richards motorcycles in J'ville is a bit like that and Boyles are close too. The only places I am happy to take my bucket for repairs that I or my clued up friends can't do. They have ideas about stuff and are happy to fix stuff instead of replacing with new parts (and they don't give me shit about my little 2stroke bucket, not that the other shops do, but these guys are always really interested in the bike).