Acknowledging great service (Sportzone Suzuki, CH)

**Oakie** · 8th March 2006, 19:31

Fair's fair. We're fast to criticise and moan when things aren't up to expectation. I want to do the other thing.

Bought my CB400 ex Japan thru Sportzone Suzuki in Christchurch 11 months ago. They had it for a few weeks or so getting it ready and gave me a very well prepared bike with a three month warranty. Bought a fairing, a pack rack and a new helmet at the same time and received a good discount on them.

The warranty period revealled a handful of problems, two of which resulted in them having to collect my bike, (once from 30km north of CH). I was not charged for the pick ups or any of the work or parts in that warranty period (which you'd expect anyway) but I was also provided with a loaner bike which I didn't expect. Sporadically during that period and since then there have been instances where the bike would run rough. We suspected the problem was in the fuel system but couldn't pinpoint it as it always ran alright when they had the bike.
About a month ago and 7 months after the warranty expired I took the bike in with a leaky fuel tap. Long story short is that because they were aware that there was an ongoing issue with the fuel system, they also did a bit of work on the fuel system, replaced o rings in the carbs and then cleaned out the tank with some sort of acid stuff and lined it with some other stuff to stop crap from the tank walls entering the fuel system. All done at no charge even though it was well outside the warranty period. Didn't even charge me for the fuel tap or tightening my chain. On top of that they gave me a CX400 to ride around on while mine was off the road.
You may say that they did nothing less than they should have done but how many other shops would do something like that under warranty 7 months after the warranty expired?

Final note. Whenever I walk in there I'm greeted by my christian name. Possibly that's because I've been in there quite frequently ... but more likely because they value the relationship they have with their customers. I intend to continue being their customer for a long time and I'll be quite comfy buying my next bike from them.

**Silage** · 8th March 2006, 20:05

Oakie, good post. It is good to remark when good service is received as well as noting bad service.

My comments re Sportszone are equally positive.
Has the GS in for its 12,000 km service a week ago and commented that there still seemed something a bit off with the dash - the second trip meter (digital, it has 2) keeps resetting and I had noticed that as the revs pass about 6,000 the (analogue) tacho does a wee flick like it catches on something. No big deal really but just thought to comment while under warantee in case it spits the dummy later. Went to pick the bike up and they have been talking with Suzuki and will replace it

That is service.

The question is though, do I have to run the bike in again as it will go back to 0km.

**imdying** · 9th March 2006, 07:53

I'm feeling good about buying my next bike from them now

**Flyingpony** · 9th March 2006, 09:11

I've had nothing but good business with them. Adamantly I'm only going in there once or twice a year and occasionally ask some specific model questions. Always been quick to answer and ring back with the information later on if it wasn’t on hand.

They would get all my servicing but being on a very tight budget, their price per hour cleans me out, so it's DIY for what I can do. OEM parts are ouch for the budget but I hear Suzuki is cheaper than others. Try to buy non-OEM now but it's near impossible since the model isn't well known overseas i.e. States or England.

Entered a competition with them last year and while didn't win the free helmet, got a letter offering 20% off some gear. Didn't have an expiry date, so figure it's still valid and still got it.

During the warranty period of the FXR, never paid a cent for services and bike wasn't even bought from them too! They held the Suzuki new bike warranty service thingy-a-bob.

Having said that, one time had them nearly crying with laughter when went in to swap a bottle of oil for a spark plug, brought wrong item.

**Sniper** · 9th March 2006, 09:37

I have a lot of time for Sportzone. Guys offered me help with my bike, nothing but good comments about the bike and they even did a fantastic deal of MissSnipers gears

**Oakie** · 9th March 2006, 09:39

Originally Posted by Flyingpony

Having said that, one time had them nearly crying with laughter when went in to swap a bottle of oil for a spark plug, brought wrong item.

C'mon. You can't leave it there. Explain how you managed to get those two items confused....

**HenryDorsetCase** · 9th March 2006, 09:52

Tony and the boys (particularly John and Steve in parts) really do go the extra mile.

I am also greeted everytime I go in there, and offered test rides (take this for a spin.... want to ride a cruiser?) which is excellent.

also there were no hard feelings after I bought a Shoei from Woods instead of an Arai from them.

Its a stunning contrast to Crapsbolts thats for sure.

**imdying** · 9th March 2006, 09:59

I know, what's with them??? They love to send there bikes out on test rides! It's like, shock horror, they want to sell bikes

**onearmedbandit** · 9th March 2006, 10:33

When I was contemplating updating a while ago they offered to set any bike I was interested in up for onearmed riding. Now how is that? Got nothing but praise for them, put me onto my thou without earning a $ themselves. Also when I bought my Arai they gave me a decent discount, suggested even that I go and try other brands from different stores as it was my head that was most important, not their profit. Top service guys!

Always get greeted by my first name when I walk in, from the mechanics through to Tony. Service like that keeps me coming back.

**JWALKER** · 9th March 2006, 14:16

im sorry to go against the trend here, bur i have to agree and disagree.
joseph has been really helpful there with getting my bike and helping me out with fianance with it, which is great and i praise them for that.
but, as for repairing my bikes, i find it really bad, my last bike took three months to fix from them and my one i have now i still havnt got back and they still wont tell me when i will and its been in there since the monday after the superbikes at ruapuna a couple of months ago.

**imdying** · 9th March 2006, 14:39

New plastics and stuff from Japan? Shouldn't take too long, a month is acceptable imho. Of course, you could get them freighted here by air. But who wants to pay for that?? I imagine it would be quite pricey, far far more expensive than having them come in the bulk Suzuki NZ parts order. Still, you'd think a month for bits, plus a couple of weeks to assemble it again would be ok. Maybe two months including the initial disassemble to find out what they actually need, plus extra if an accessor has to be brought in to inspect it. Plus, they'll need approval for payment, assuming it's an insurrance claim? Maybe two weeks there? That's roughly 2-1/2 to 3 months. Which is rude, but not totally understandable. That's of course assuming Suzuki Japan (or Oz I guess) actually has your bits.....

**SpeedyGirl** · 9th March 2006, 14:52

I used to love dealing with Sportzone..... when I had the Suzuki I was in there buying this and that for it and all the gear... spent a lot of $$ with them over 18 months....when I wrote the bike off they provided the quoted for insurance etc..... so when out looking for a new bike I went into the shop a couple of times..... was not even acknowledged by the guys there and the was only 1 other person in the store!! I would hesitate going in there again

**JWALKER** · 9th March 2006, 16:34

yeah, i know what your saying imdying. the thing is i couldnt understand was the assesor was their the next day and they have had the okay to fix for quite awhile now and they are not aloud to replace the faring, my f$@ken insurance company will only pay for it to repaired

**imdying** · 9th March 2006, 16:51

Take em a bottle of JDs

**Oakie** · 9th March 2006, 17:03

Originally Posted by SpeedyGirl

I used to love dealing with Sportzone..... when I had the Suzuki I was in there buying this and that for it and all the gear... spent a lot of $$ with them over 18 months....when I wrote the bike off they provided the quoted for insurance etc..... so when out looking for a new bike I went into the shop a couple of times..... was not even acknowledged by the guys there and the was only 1 other person in the store!! I would hesitate going in there again

I suppose that's the customer expectation thing. You want them to come and offer help but when I'm in another shop looking at bikes I don't want a salesperson coming to talk to me. I avoid making eye contact and if I want to talk to a salesperson I'll let them know. (That's because I'm only looking. I won't be buying for a couple of years). Diffr'nt strokes.