Good service vs bad service. Stories?

[pzkpfw]

If you had an issue i hope you told someone ? and if you did and you didnt get a positive out come you need to talk to management, so they can make sure what ever the issues are they dont happen again.

It's a good point, but I just adjusted it and got on with things. (I wasn't going to go back to the Hut from Tawa over it). I made the comment here to provide some "balance", not to run down the shop. (My tyres were done as a "rush job" in a busy time, so the scenario for Greywolf rang a bell.)

(How about getting the "Contact us" page on your website adjusted so it's also clearly able to be used for sales and service feedback and such? (It's kind of generic.))

I'm much more accepting of a simple mistake or omission than I am of rudeness, which is why I go to TSS and no longer Motorad where I bought my bike. (If someone pisses me off, I just go to a different shop/garage/doctor/..., rather than complain. I think it's a bit of a Kiwi thing.)

Your comment here is already a very positive thing.

The Z is nearly due for a "valve-clearance service" (and buckets and shims scare the crap out of me) and TSS is likely to get the job (if they want it ...).

(Though I'm still suspicious of the helicoil story from when a friend got a similar service for a similar bike, so I'll be talking "captive nut" with someone ...)

[BMWST?]

Update - had a phone call first thing this morning and profuse apologies from parts person at TSS. They have apologised for the muck up. Apparently the tyre did arrive on time, but a comms failure meant I wasn't advised.

At the end of the day I can accept that a genuine error has been made and a apology has been forthcoming. So the order stands (in fact I have added a rear tyre) and I am moving on. I give TSS some credit for making things right with an (obviously) disgruntled customer.

ggood on them and good on you...i love happy endings

[Shortie]

I've started using Rob's services since Levin Kawasaki closed down. No problem too big or small, he's sorted me out with a problem in my carby causing bad overflow, picked the problem straight away - not a float height problem, a worn o ring in the needle seat letting fuel passed. Not a big store but plenty of can-do attitude.

He will do the servicing on the Divi when it's due.

[BMWST?]

This flippant response sounds a bit like no matter what anyone says you will ignore them and life will go on as normal and you and your other humans won't even bother getting together to think about how you can assist said humans to improve the service.

So shall we all just stay away until the far distant time when the androids take over? I am sure White Trash in sales wouldn't agree with your response.

It would have been better nuts if you had said - "My staff are only human and I am sorry mistakes happen from time to time but do come on back to the shop and we will make sure we put things right." Alan Martin knew the importance of that approach 50 years ago.

this is the interwebz but even i saw the humour in his post.As far as i see he said exactly what you did.And be assured that surgeons,pilots etc do make mistakes.My own exp of wellington shops has been very good.That includes Motorad,Motomart,TSS and WMCC

[Drew]

heaven forbid being straight up with someone to their face!

Hahahaha, OOOOHHHH the irony.

Pretty much my point =) I know how well we run, and when placing over one hundred orders in one day anyone would be happy with one or two orders going wrong a week hey!

Anyone except the two people who's orders were the mistake, yip.

[Str8 Jacket]

ggood on them and good on you...i love happy endings

Who doesn't!

this is the interwebz but even i saw the humour in his post.As far as i see he said exactly what you did.And be assured that surgeons,pilots etc do make mistakes.My own exp of wellington shops has been very good.That includes Motorad,Motomart,TSS and WMCC

What he said, in general we do have a pretty good choice!

[Edbear]

this is the interwebz but even i saw the humour in his post.As far as i see he said exactly what you did.And be assured that surgeons,pilots etc do make mistakes.My own exp of wellington shops has been very good.That includes Motorad,Motomart,TSS and WMCC

If my surgeons have made mistakes they certainly didn't tell me about them..

I also hope our pilot next Friday doesn't make any major ones too!

[scracha]

Thumbs up to Wellington Motorcycles for examining a faulty hired trike at VERY short notice. Gave a good discount on soft panniers too since we were in a bit of a jam and in a rush to catch ferry

[pyroguy55]

Update on the visor, I called another stockist of AGV to get the reps phone number. The new visor will be delivered tomorrow. Super pissed because I've been fobbed off and had my time wasted for two weeks for something I sorted out myself. When I upgrade helmets, I'll be going to a different store.

Just for future reference here, if something like this happens again, consumer law states that the retailer has to sort the issue as it is their stock. They can't ask you to deal with the rep. That's illegal

[Jacobite]

Simple really, customers do get annoyed always having to ring and still no response or satisfaction. Think about it

I've just read the last 17 pages of the thread and merv sums up my feelings perfectly. Anyway on to specifics:

Been waiting nearly 3 months for repairs after a crash and have been bikeless in that time as apparently some of the parts had been on factory back order (a black mudguard... really? There was no black mudguards available anywhere for you to buy?). I'm not sure whose fault it is thats it taking that long, the mechanics who I won't name or the parts supplier: Motomart. At the moment my blame is resting with Motomart. I've talked to them twice because I wanted to see what was taking so long and the mechanics weren't giving me any answers. The first time was last Thursday (a week after all the parts should have arrived). The person I talked to at Motomart immediately slagged off the mechanics, saying they were useless and that in future I should come straight to them. He said that he himself had ordered a part from them and after it took longer than expected to the get the part he was ringing them everyday to get an update. Fair enough, being in the situation I'm in I can understand doing that! I didn't think its a great look to slagg off another company but I put it behind me. I was told that the parts should arrive in Aucks on Monday and arrived to them today.


This afternoon I rang to make sure the parts had arrived, like I had been told they would have, only to be told that some of them hadn't and that they had no idea when they would. I then rang my mechanic to check to see if the parts that had arrived to Motomart had made their way to them yet. No was the answer. I then get a call from Motomart saying that the remaining parts should arrive tomorrow. Fair enough I think, nearly 2 weeks after they should have but anyway. I was told to but out of it and only ring the mechanic from then on, that I was "making everybody work too hard" by asking for an update and he then hung up. Fancy that a customer wanting an update on bike parts that are 2 weeks late for a bike that has been off the road for nearly 3 months...

I have a feeling that the 3-4 weeks it took to get a quote for parts for the insurance people was as a result of that muppet screwing about.

Now before today I was thinking I would use Motomard from now on as they are the BMW dealers in Welly. Yea right, as a result of one of their staff having some aversion to doing his job, Motomart can sod right off. This was my first experience dealing with them and it'll be the last. I'll deal directly with the suppliers up in Auckland if I can or online and if I have to take it to another bikeshop I will tell them that I don't want any parts ordered for my bike to be through Motomart, even if it costs less. I'd rather suck puss out of septic wound than give them any business.

[Str8 Jacket]

I think that you should just tell us how you really feel jacobite.

[Owl]

Motomart can sod right off. This was my first experience dealing with them and it'll be the last.

Interestingly, I spoke to a guy just last weekend who is over the moon with Motomart's service and servicing costs. High praise indeed considering he is a grumpy old cnut!

[Jacobite]

I think that you should just tell us how you really feel jacobite.

Haha no motor bike since Jan 6th makes Jac annoyed. Being told to piss off when I'm simply being polite and trying to get information makes Jac really annoyed.

Interestingly, I spoke to a guy just last weekend who is over the moon with Motomart's service and servicing costs. High praise indeed considering he is a grumpy old cnut!

I don't know what I did to piss this guy off in the 2 conversations I've had with him but it must have been something. It's made me a grumpy young cnut

[Kickaha]

It's made me a grumpy young cnut

Good practice for when you get older or work in retail

[MIXONE]

TSS has always given me good service.Cost a bit more than I wanted to spend at times,but still good service.