Mt Eden Motorcycles - Not going there again

**westie** · 24th March 2010, 08:20

I like the mt eden guys/girls and their service (especially the girls).

I do have beef with another completely different shop for selling me a near new bike with many defects. So bad that I would never want to let them touch the bike again.
So after fixing the bike myself am happy with it.
Put the fuck up down to experience and moved on.

**vifferman** · 24th March 2010, 08:27

I don't mind when someone makes a cockup or overlooks something. The thing that pisses me off is when they know they've done so, know that you know, yet don't give a crap or get hostile when you bring it up. That is unacceptable if their income depends on customer service. Some examples: I had my bike repaired on one side, and when I went to pick it up, the decal on one side was red/white and blue, whereas the original (and the one on the other side) was gold, silver and white. When I pointed it out, instead of saying, "Crap! Sorry about that - I cocked it up!", the person concerned (a shop that many people on here have raved about) got angry with me, and said "Well - that's the one the part number came up with!", and told me I had to sort it out with the insurance company. FFS! What's so hard about (a) checking before you put a decal on that it's the right one, and (b) if it's your mistake, then you should be the one to fix it, instead of saying, "I'm not gonna wear the expense of this!" That same person also admitted they'd overcharged me for some repairs, and because it was insurance related, offered me a free rear tyre. I'd just hade one fitted, so said that I'd rather have a tuneup done and the valve clearances checked. I'm pretty sure that the shop didn't do anything to the bike, as there was no signs at all of the engine being touched. They just pocketed the money. No, I didn't take it up with them, because I'm pretty sure it would've just been a shit fight and they would've denied it. I just never ever went back.
Another shop ripped me off, made it quite clear they knew that I knew they were doing so, and didn't give a crap about it. This has cost them over the last five years literally thousands of dollars in lost trade, from servicing, spare parts, accessories, tyres, etc etc. I went from being quite pleased with the shop to never ever spending a cent there. I'm pretty sure that their arrogant attitude meant that if I'd talked to them about it, they would've just laughed in my face and not given a damn.

These two examples are quite a contrast to the many shops I've been to where they've treated me like a valued customer, been genuinely apologetic for cockups or stuff not in stock, and I've been prepared to overlook shortcomings and even pay extra to shop there rather than save a few bucks (or even a lot of bucks) elsewhere.

**avgas** · 24th March 2010, 08:32

Originally Posted by Smifffy

1 question for the industry guys: If services etc are charged at standard flat rates, why not invoice them as such?
rather than trying to itemise it all out, and then try and come up with a one price fits all end result?

Ok a 2nd question:
If as a scum of the earth rip-off bastard customer, I am prepared to come in and pay whatever the going rate is for labour on an oil change and service (say $60-80 per hour) regardless of the time required, would it not also follow that I perhaps would not then want to use the cheapest oil & filter combo available?

1) because then someone would complain about the bill and then request a break down of costs. I mean people in the supermarket even compare net weights on goods to get the most bang for buck. Something tells me if you received a flat rate bill - you would then ask why it costs so much.
On some of my bills I used to put "Consumables - $10". Because I used a cleaner or solder or paper........no one asked about it. The only thing these guys did was happened to have the word 'filter'. Did they provide service? Yes - well fucking pay for it. If you forever count the pennies on the floor - you will miss the gold bullion in the pocket.
2) If your were the cheapest customer, you would complain about how expensive the hourly rate is, how many hours it took......and the cheapest oil and filter. Hell you would probably get a quote and then complain that the end result was not the quoted price. Or ask for a discount on the quote. Or storm out, go down the road with quote in hand and ask the next guy to do it cheaper.

Did they service the bike? Did they do a good job? Does your bike make you smile when you ride it?
Was it worth the money?
Seriously you sound like one of those knob customers who expect the store to get everything 100% while you pay bottom dollar......I hate to break it down for you princess - but if you cant be fucked doing it yourself, chances are you have to pay for whatever someone else asks to do the job. If they do a good job pay what you would be expected to be paid to do the job and smile about it.
In my experience, semantics will cost you $180+ an hour.

**Katman** · 24th March 2010, 08:38

Originally Posted by avgas

In my experience, semantics will cost you $180+ an hour.

Remind me to never get my Semantic serviced.

**Mully** · 24th March 2010, 08:57

Originally Posted by westie

I like the mt eden guys/girls and their service (especially the girls).

I presume you don't mean Chris in a skirt
*shudder*
Some things can't be unseen

Originally Posted by Katman

Remind me to never get my Semantic serviced.

Nah, s'alright. Semantics have a longer service interval, so although it costs more, you don't have to have it done as often....

**Katman** · 24th March 2010, 09:08

Originally Posted by Mully

Nah, s'alright. Semantics have a longer service interval, so although it costs more, you don't have to have it done as often....

I bet you're just saying that.

**Smifffy** · 24th March 2010, 09:15

Originally Posted by avgas

1) because then someone would complain about the bill and then request a break down of costs. I mean people in the supermarket even compare net weights on goods to get the most bang for buck. Something tells me if you received a flat rate bill - you would then ask why it costs so much.
On some of my bills I used to put "Consumables - $10". Because I used a cleaner or solder or paper........no one asked about it. The only thing these guys did was happened to have the word 'filter'. Did they provide service? Yes - well fucking pay for it. If you forever count the pennies on the floor - you will miss the gold bullion in the pocket.
2) If your were the cheapest customer, you would complain about how expensive the hourly rate is, how many hours it took......and the cheapest oil and filter. Hell you would probably get a quote and then complain that the end result was not the quoted price. Or ask for a discount on the quote. Or storm out, go down the road with quote in hand and ask the next guy to do it cheaper.

Did they service the bike? Did they do a good job? Does your bike make you smile when you ride it?
Was it worth the money?
Seriously you sound like one of those knob customers who expect the store to get everything 100% while you pay bottom dollar......I hate to break it down for you princess - but if you cant be fucked doing it yourself, chances are you have to pay for whatever someone else asks to do the job. If they do a good job pay what you would be expected to be paid to do the job and smile about it.
In my experience, semantics will cost you $180+ an hour.

I think you have me confused with somebody else.

I have the money to spend, and I choose to spend it in the belief that I am getting work done by a professional, who will not cock it up, the way I just might considering I have little experience in such things. I expect to be able to ride out of a workshop and have no hassles, since that's really what I feel I'm paying for. I'll pay more if I find a good workshop who treats me right and does work to the standard I require. I will return every time, and usually never ask for a quote, perhaps an idea of the cost but not even an estimate. I will reccomend such a place to anyone that cares to listen. When I trust the workshop I don't even bother to look at the invoice, I just pay the bill. My cage garage has eft-pos and they staple the invoice to eft-pos receipt after I pay, which is the first opportunity to even look at it.

If I feel fucked around, ripped off, or taken advantage of then I will start asking people for reccomendations of other places and inform them of why I am dissatisfied. I will also tell anyone who'll listen.

In fact I intend riding an hour and a half to get my next full service done from where I got the bike, cos so far they have treated me ok (failed to deliver on a couple of promises made at sale time but not too dramatic). My expectation is that I should be able to ride out of the workshop, go the long way home, and have no issues. I also plan to get two new WWW tyres fitted, providing they can source the ones I'm after and the price per tyre is within $50 of what I've seen them advertised in Aucks. I will give them a few weeks notice of my tyre requirements. I also have a couple of extra jobs in mind I want done. Hell, I might even ask for a chrome filter

This will be the shop's opportunity to get it right and leave me with a positive customer experience. If my expectations are met, I will continue going there, time is not an issue. If my expectations are not met, and things are not put right quickly, I'll try the Suzuki dealer 20 minutes away, or either one of the two 35 minutes away. I have no idea how much this will all cost me, and it doesn't really matter. What matters is that I leave feeling that I got a good quality job, and paid a fair price. Oh yeah - this visit will also be the one most likely to determine whether I go there looking for my next bike, more so than the original purchase deal.

Sorry if all of this seems unreasonable to you, but it's my reality.

Edit: Ok, since Semantics were brought up, I acknowledge that "Usually never" isn't quite right. Let's just say I can't remember ever asking for a quote.

**Katman** · 24th March 2010, 09:32

Originally Posted by Smifffy

This will be the shop's opportunity to get it right and leave me with a positive customer experience. If my expectations are met, I will continue going there, time is not an issue. If my expectations are not met, and things are not put right quickly, I'll try the Suzuki dealer 20 minutes away, or either one of the two 35 minutes away. I have no idea how much this will all cost me, and it doesn't really matter. What matters is that I leave feeling that I got a good quality job, and paid a fair price. Oh yeah - this visit will also be the one most likely to determine whether I go there looking for my next bike, more so than the original purchase deal.

Just curious to know why you're only considering dealerships as opposed to smaller independent workshops.

**Smifffy** · 24th March 2010, 09:38

Originally Posted by Katman

Just curious to know why you're only considering dealerships as opposed to smaller independent workshops.

Got the bike relatively low mileage - still fairly early in the prescribed service intervals. Even if it's no longer a warranty issue, I'd like to get the next few services done by dealerships. Like I said if they treat me right I'll keep going back too.

**Mully** · 24th March 2010, 09:43

Originally Posted by Smifffy

I also plan to get two new WWW tyres fitted, .

You can get the internet on your tyres? That's awesome

Mine don't even have Bluetooth.

**Smifffy** · 24th March 2010, 09:47

Originally Posted by Mully

You can get the internet on your tyres? That's awesome

Mine don't even have Bluetooth.

WiFi, but you need a good firewall.

**Shaun** · 24th March 2010, 10:00

Originally Posted by The Stranger

At no stage did I suggest anyone was trying to rip anyone off.
Why are you quoting me then spouting bullshit like that?
After 23 years in of success in the industry, perhaps the industry could reward you with some reading comprehension lessons.

Prior to the various industry reps displaying their open disdain for customers in this thread I thought most of them would have valued their clients. What can I say, I was wrong. Ironically had they (yourself, sidecar bob, RT) shut up and left it to DMNTD to deal with, their customers would still be under the delusion that they are valued, not just bunch of scum of the earth rip off bastards. That's my opinion after 40yrs as a consumer and still going strong.

Glad I listened for once! I blaim the medication I am on these days for that