Disappointed with MotoMail! How do you find them?

[Simm0]

Over the last 5 years we have spent somewhere in the region of $3500 with MotoMail in Auckland but today they have lost our business !! How well do you rate their customer service, please tell us the Good and the Bad.

Our experiences (mine and my wifes) always start with when you want to buy, they are very accomodating, very eager to help you try stuff on and of course want you to try the next level up. Its when things dont last or have faults that in our experience they start to become uninterested. Over the years I have returned a pair of Rev It trousers which leaked badly in the first few months, they were replaced after being sent away for testing. They agreed to give me 50% of the price back when the zip on an over jacket kept coming undone, the 50% was based on the fact that I was willing to buy the much more expensive overjacket.

The final straw was today though, my wife bought a new Jacket, Trousers and Boots a week ago and on Sunday she took off the tags so we could go for a ride out and grab some lunch. When we got there she noticed a split seam on one of the arms. When she took it back today she was told it needed to be sent away for repair, probably 2 weeks, no exchange and no money back. The jacket was worn for 1 hour and you could plainly see it came out of the factory like it.

So, good range of products, good location (if you live near Auckland) but very poor customer service. The absolute legal minimum in my experience.

Hopefully we will see the Jacket reparied but after that Motomail wont see us again !

What is everone elses experience ???

[Maha]

Taking from a 2011 thread...

''So I walk into this shop October 29th 2011 to get a repair done to my Revit Jacket (waist strap) which I dont expect to pay for, as it was only months old.
Whilst there, I ask about a ''that'' helmet I want..and order/pay for, a venture grab handle.
All happy...I leave.
I have to chase up the jacket repair a week later (which was going to take 2-3 days)...all good, I am still waiting to hear about ''that'' helmet....
Forward to Dec 1st 2011...still no sign/word on the grab handle which I paid for on Oct 29th.
I call them to enquire.
They call me back and inform that it was never ordered!

I tell phone man that we have spent around $2000 in the shop this year and would not like a $31 sale to stop me ever stepping into that shop again..
He is onto it and will have the part delivered without cost''...(like I was ever going to pay for that)

PS: I never did get that Helmet (well not from them anyway) I have however, been back there to spend more money.
A little bit of redemption has been restored, that jacket has been back in since that post, and repaired without cost to me...but once again, I was never going to pay.

PPS: The sales staff really know there stuff to be honest.

[paturoa]

2 scenarios for me.

Bought a Rjays clone expanding bag (were out of stock on Rjays) and said at the time that it didn't look as strong as the Rjays brand as it had lighter stiching and smaller size zips. Anyway a week later the front zip stopped merging like a zip and one of the seams pulled apart at the stiching. Took it back and no problems swapped then and there for the Rjays. All good.

Bought an Rjays adventure helmit. I took the display lid as no others in stock. When I got it home I noticed that the peak was cracked. Rang them up and sent an email with photos. Didnt't even have to go in. They orderred a new one and I went in a couple of weeks later and picked it up. Again, all good.

Guess only the best looking bikers get the good service!

[Road kill]

Hey Simmo,,,,did you get off that shop lifting charge ?

Or is it to soon to be talking about that ?

Oh yeah,,,that shiela you mentioned,,she didn't actually have the clap mate,,,best you get yourself checked.

BTW,,,,nice first thread,,,,bro.

[Disco Dan]

Hey Simmo,,,,did you get off that shop lifting charge ?

Or is it to soon to be talking about that ?

Oh yeah,,,that shiela you mentioned,,she didn't actually have the clap mate,,,best you get yourself checked.

BTW,,,,nice first thread,,,,bro.

[Indiana_Jones]

-Indy

[Fatt Max]

I went in there to buy some outdoor furniture. They didnt have any on display and refused to order any in for me. I was more than happy to pay the $$$'s, even told them I was in the market for an outdoor heater but to no avail.

Thats fucking crap that is......

[nodrog:Me]

.... please tell us the Good and the Bad....

Why? Are you going to smash them?

I've always had good service there, but I am a loveable chap.

[trustme]

Talk to the owner if you have a problem. Chris is a good guy , if he thinks you have a valid complaint I am sure he will see you right.

Never had a problem dealing with them

[PrincessBandit]

Always been happy with service, including my Revit pants which had to be sent away recently as the zipper tag came clean off the zip on the last day of our big SI trip. They sent them off without any problems; I was happy when they rang to say they were back, repaired. Never had anything bad to say about them, and we've been in there a number of times (including spending $).

[steve_t]

Have never had a problem either.

I guess the issue is expectation. I never expect any retailer to do more than their minimum legal obligations with regards to repair, refund, exchange but am often left pleasantly surprised. If you expect them to give you half your money back and a replacement product there on the spot due to some popped stitching, you're going to end up disappointed quite often.

[Disco Dan]

Always had good service from them. Just a shame about all the flipping scooters...

[Berries]

What is everone elses experience ???

Never had a problem. I hardly call getting a leaky pair of trousers replaced a problem either. What I can't work out is if you felt ripped off by the 50% refund on a broken zip why would you go back to the same shop and spend up large?

[DMNTD:Me]

.... When she took it back today she was told it needed to be sent away for repair, probably 2 weeks, no exchange and no money back. The jacket was worn for 1 hour and you could plainly see it came out of the factory like it.

Common practice no matter what shop you are dealing with.

[Woodman]

Common practice no matter what shop you are dealing with.

Yes it is common practice, but for an out of box failure it is not really the correct procedure although still common. The consumer guarantees act says that they can refund or replace or get fixed within a reasonable time but they also say that anything longer than two days is too long and the consumer can then demand a replacement or refund. The problem is a lot of retailers have to send stuff away and two days is taken up by couriers.