Good service vs bad service. Stories?

[skilly035]

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.

Just something all retail customers need to understand is that when we say it is on Factory Backorder, it is NOT an excuse, it is not an answer to buy us more time.. It is THE TRUTH. Unfortunately, us Parts Department Salesmen (and women) are the middlemen that have to wear the frustration from the customer that we complelely understand but can not do anything about.
SUZUKI is 10days, or if it is going to be months we tell you prior to ordering.
Anything out of Europe is going to take longer than 3months (a lot of Honda parts come from Europe also)
Hyosung is 3-4weeks out of Korea.
Kawasaki is the same as Suzuki generally.
Yamaha is over night in NZ, 3-4days out of Australia or 3-4weeks out of Japan, depending on where the parts are of course.

Here at TSS, when we can, we go the extra mile which in turn makes the customer happy, and believe it or not the whole Parts team get excited about it

[cheshirecat]

I'd like to warn anyone thinking of going to Boyles Kawasaki.

When first entering the shop, if you can call it that, there will be half a dozen bods hanging about seemingly waiting to be served. Don't be deceived, even the guy sitting at the counter with someone behind it checking the computer parts screen will NOT be in the queue waiting to be served. They are professional motorcycle reminiscers.

After some 40 mins on a good day and and its not a Saturday, one of the brothers might ask if you want something and everyone else will move away allowing you to be the CENTER OF ATTENTION. Of course you'll say "yes I do actually, someone on a motorcycle forum said my muffler fluids wanted replacing."

After another 40 mins (or much much more) or so you can safely leave assured you bike might or might not be ready on the year, month, week, day, time specified and all the items they (not you) seem important done, complete with grubby oily paw prints on you seat, tank, mirrors and just about everywhere visible to the public, courtesy of the hallowed do not enter, workshop department.

Normally at this point you decide never again to repeat the experience and having to explain to your boss why it took four hours just drop your bike off. Unfortunately a well known terminally addictive motorcycle disease makes itself known and you feel compelled to repeat the whole experience for the rest of your miserable life, including saying to them "do whatever you need and whenever you want - no hurry".

Reminiscing ad nauseum on 80's bikes will be second nature, your partners anniversary shopping list forgotton. Nothing else in life matters, you and your motorcycle are in paradise whilst you chat away in motorcycle La La Land and the next unsuspecting newbie enters the shop.

[Road kill]

Are you sure the hang arounds ain't just guys waiting for their bikes ?

[jellywrestler]

I'd rather suck puss out of septic wound than give them any business.

get hold of Drew here on KB, he can help you with that but he'll probably insist on holding your ears while you do it!

[Drew]

get hold of Drew here on KB, he can help you with that but he'll probably insist on holding your ears while you do it!

You got beat up a lot as a kid, huh?

[nzspokes]

Just something all retail customers need to understand is that when we say it is on Factory Backorder, it is NOT an excuse, it is not an answer to buy us more time.. It is THE TRUTH. Unfortunately, us Parts Department Salesmen (and women) are the middlemen that have to wear the frustration from the customer that we complelely understand but can not do anything about.
SUZUKI is 10days, or if it is going to be months we tell you prior to ordering.
Anything out of Europe is going to take longer than 3months (a lot of Honda parts come from Europe also)
Hyosung is 3-4weeks out of Korea.
Kawasaki is the same as Suzuki generally.
Yamaha is over night in NZ, 3-4days out of Australia or 3-4weeks out of Japan, depending on where the parts are of course.

Here at TSS, when we can, we go the extra mile which in turn makes the customer happy, and believe it or not the whole Parts team get excited about it

Which is odd when I can order parts from anywhere in the world just about and have them in a week. One crowd told me it will take 16 weeks to get a thermostat. I can order the same part from e-bay for half the price and have it in a week.

[Grant`]

Which is odd when I can order parts from anywhere in the world just about and have them in a week. One crowd told me it will take 16 weeks to get a thermostat. I can order the same part from e-bay for half the price and have it in a week.

Not really, ebay sellers are sending you one item and your normally dealing with the manufacturer and not paying Customs Duties depending on size/cost of said item... Going to the shop really comes down to 2 possibilities - 1 they only do bulk orders and collect the orders over a month (i.e the distributor of Suzuki orders from the factory after receiving all orders from the shops) hence the normal 3-4 week delivery time. 2 the manufacturers in Japan just don't care about NZ and send it when they get around it to it.

So bulk parcel comes in, customs duties added to it and then a distributer added mark up before it even reaches dealer hence potential inflated price over what you can individually source yourself with some searching on ebay.

I could be wrong but that would be my best guess.

[Owl]

It is THE TRUTH.

Here's some truth.

My ex-boss ordered a car door for a customer, which had to come from Japan. Turned out they didn't have one, so we had to wait for it to be manufactured (tick tock). When it was finally manufactured/shipped, the ship broke down and had to return to Japan (customer = ). More time and our door finally arrived. However, it turned out the boss had ordered the wrong side and the correct door was in stock here all the time. Correct door was delivered the following day.

[nzspokes]

Not really, ebay sellers are sending you one item and your normally dealing with the manufacturer and not paying Customs Duties depending on size/cost of said item... Going to the shop really comes down to 2 possibilities - 1 they only do bulk orders and collect the orders over a month (i.e the distributor of Suzuki orders from the factory after receiving all orders from the shops) hence the normal 3-4 week delivery time. 2 the manufacturers in Japan just don't care about NZ and send it when they get around it to it.

So bulk parcel comes in, customs duties added to it and then a distributer added mark up before it even reaches dealer hence potential inflated price over what you can individually source yourself with some searching on ebay.

I could be wrong but that would be my best guess.

I work in importing. I can get urgent parts out of canada, taiwan or the US within a few days. And we go through customs etc.

[White trash]

Which is odd when I can order parts from anywhere in the world just about and have them in a week. One crowd told me it will take 16 weeks to get a thermostat. I can order the same part from e-bay for half the price and have it in a week.

I work in importing. I can get urgent parts out of canada, taiwan or the US within a few days. And we go through customs etc.

Fucken 'ell! You're AWEsome! Have you thought about opening a motorcycle shop? Clearly you'd have the rest of NZ out of business in a week or two. Make millions man....

[skilly035]

Not really, ebay sellers are sending you one item and your normally dealing with the manufacturer and not paying Customs Duties depending on size/cost of said item... Going to the shop really comes down to 2 possibilities - 1 they only do bulk orders and collect the orders over a month (i.e the distributor of Suzuki orders from the factory after receiving all orders from the shops) hence the normal 3-4 week delivery time. 2 the manufacturers in Japan just don't care about NZ and send it when they get around it to it.

So bulk parcel comes in, customs duties added to it and then a distributer added mark up before it even reaches dealer hence potential inflated price over what you can individually source yourself with some searching on ebay.

I could be wrong but that would be my best guess.

Thank-you sir, my new favourite person maybe??
Suzuki do orders directly out of Japan daily, cause of the demand. Sometimes, we get items in 7days.

[Katman]

I work in importing. I can get urgent parts out of canada, taiwan or the US within a few days. And we go through customs etc.

Actually, the dealers in New Zealand have a contract with the national distributors of their particular brands. That contract includes sourcing parts through that distributor.

If dealers started going behind the backs of the national distributor and getting parts in themselves from overseas they would quickly find themselves without a franchise.

[Crasherfromwayback]

Which is odd when I can order parts from anywhere in the world just about and have them in a week. One crowd told me it will take 16 weeks to get a thermostat. I can order the same part from e-bay for half the price and have it in a week.

I work in importing. I can get urgent parts out of canada, taiwan or the US within a few days. And we go through customs etc.

You have no fucking idea whatsoever how shit works for dearlerships...yet you keep acting like an expert. Maybe you're just too simple to understand...even though it's been spelt out to you dozens of times?

Actually, the dealers in New Zealand have a contract with the national distributors their particular brands. That contract includes sourcing parts through that distributor.

If dealers started going behind the backs of the national distributor and getting parts in themselves from overseas they would quickly find themselves without a franchise.

THIS is how shit works for dealerships.

[skilly035]

You have no fucking idea whatsoever how shit works for dearlerships...yet you keep acting like an expert. Maybe you're just too simple to understand...even though it's been spelt out to you dozens of times?



THIS is how shit works for dealerships.

I think we are finally getting somewhere! Wooooohoooooo

[Grant`]

I work in importing. I can get urgent parts out of canada, taiwan or the US within a few days. And we go through customs etc.

Maybe you can and good on you for being a whiz at importing, but if you had to go to a national distributor (middle man) and work on there timeframe and not yours then your couple of day just quite possibly got screwed and went to 3-4 weeks didn't it?

edit - I see a number of good people have confirmed my thinking already, will teach me for not reading through before replying doh.