The rest of the story.

**Lou Girardin** · 22nd September 2006, 18:32

During my missing horseys saga, I refrained from making comments on Colemans performance, or lack of it. I wanted to solve the problem, then give them a chance to explain their lack of assistance.
I think the following emails will tell the story. ('Mark' is the email address the boss is using).

Dear Alistair,
I have discovered and remedied the problem with my Bandit, however that is not the reason for this email.
I am disgusted at the lack of interest and assistance I was confronted with when I tried to get Colemans, and to a lesser extent, Suzuki NZ, to help with this problem.
The first reaction from Alan Franklin when I initially contacted him was "what do you want me to do about it?" I was stunned to say the least, moreso when I discovered he is a part-owner of the business.
It's difficult to believe, but things then got worse.
All I received from Colemans owners were excuses, prevarication and continually being told that the bike has to be returned to standard before you'd look at it.
As if all the aftermarket exhausts, including those fitted by Suzuki and your company when new, are responsible for a loss of 30 HP. When most Bandit owners know that quality aftermarket exhausts usually show greater power gains on these bikes than most due to the restrictive standard system. My previous K2 Bandit was dynoed on AMPS dyno at 111HP. I have seen other dyno runs of similar Bandits and all were over 100HP at the wheel.
Despite the bike being at Colemans for 2 days, I doubt that it was even looked at. Alan said he'd ridden the bike back to back with a standard one and couldn't tell the difference. I had your rental K3 Bandit at the time, and it took only 400 metres on the motorway before I could tell it was immensely quicker than mine.
He then said he'd checked the plugs and that they were showing a rich mixture. I had checked the old plugs when I changed them, and checked these plugs again the day after I spoke to Alan. If anything, the plugs were showing a slightly lean mixture. In addition, the Air/Fuel ratio check on the dyno showed that the mixture was almost perfect at 13 - 1 at full throttle. All this makes me think that he neither rode my bike nor did any checks at all.
This is the second bike that I have bought from Colemans. Even after this catalogue of abominable customer service, I would have possibly considered dealing with Colemans again. Until I learnt that Mark has resigned that is.
Another issue is that neither you nor Alan identified yourselves as the owners of the business. It is common courtesy to do so to a customer with a complaint.
It's now down to you to convince me why I should even consider dealing with you again.

Lou Girardin

No reply for two days, so I sent a reminder.

----- Original Message -----
From: lou girardin
To: mark@colemans-suzuki.co.nz
Sent: Wednesday, September 20, 2006 7:27 AM
Subject: Bandit

Did you receive this previously?

----- Original Message -----
From: Mark
To: lou girardin
Sent: Wednesday, September 20, 2006 8:29 AM
Subject: Re: Bandit

Yes so what is wrong with the bike?

Original Message -----
From: lou girardin
To: Mark
Sent: Wednesday, September 20, 2006 6:07 PM
Subject: Re: Bandit

I assume this is your reply Alistair, seeing it's not signed.
There is no problem, I have fixed it. That is not the issue.
Would you care to address the issues I have brought up?
Lou

That's it. No further communication.

I have praised Colemans on this site, even though I work for the opposition. I have had excellent service from Mark, as have some of you with Sarge.
This behaviour from them is extraordinary. All they had to do was work on the bike when they had it for two days, they would have found the fault. (as I did). Then they could have charged for the time, plus a margin for stupidity, I would have paid and been happy to have a healthy bike. They would have kept a customer, and been paid for their time.
But no, it was easier for them to treat me like a mushroom (keep me in the dark and feed me bullshit)
So far, under their new management, they have lost their two top salesmen, their best mechanic/s and at least two customers that I know personally, there'll be more leaving as well.

Bye Bye Colemans.

**Motu** · 22nd September 2006, 18:46

When a customer brings a vehicle in for diagnosis,the first thing I ask is what has previously been done - they usualy rattle off all the things that they have ''fixed'',so it can't be them.First thing I do is check their work - 90% of the time they have fucked it up.They should of asked you what you had been fiddling with,then gone straight to the problem - did you tell them what you had done??

**Lou Girardin** · 22nd September 2006, 19:10

Originally Posted by Motu

They should of asked you what you had been fiddling with,then gone straight to the problem - did you tell them what you had done??

I know what you mean Motu. There's nothing worse than an engine someones fiddled with. But I volunteered all the info, 110 main jets, needles shimmed .020", Micron can. I gave them copies of the dyno chart showing A/F ratios.
I told them that the TPS was showing the exact same readings as Pixies bike.
I told them the results of Pixies dyno runs. (exact same spec)
The only thing I couldn't tell them right then was, what was wrong with it.

And, don't forget, they'd done a 6000 km service and didn't pick up the lack of power either. Or, more likely, didn't mention it.

**onearmedbandit** · 22nd September 2006, 19:17

Well they've done themselves a great favour haven't they. I would like to hear their side of the story, not that I have any reason to doubt what you've written here, but rather to try and understand how they could leave a customer with that perception, be it true or not, of how they run their business.

**SixPackBack** · 22nd September 2006, 19:20

Man I'm biting my tongue so hard I can taste the blood.

**ruphus** · 22nd September 2006, 20:21

It'll be very interesting to hear their response.

**igor** · 22nd September 2006, 20:53

it is a Sudszuki for gods sake

the company that brought u cheap bikes. Ya get wot ya pay 4.

**The_Dover** · 22nd September 2006, 21:04

I smell a rat.

I think Finn needs a wash.

**Lou Girardin** · 22nd September 2006, 21:43

Originally Posted by The_Dover

I smell a rat.

I think Finn needs a wash.

Sponge bath?

**Street Gerbil** · 22nd September 2006, 21:59

I have to admit the performance of Suzuki NZ definitely could have been better
Gently speaking.

I got pissed at Colemans when I was shopping for tyres and they offered me something substandard and non-matching. Their excuse was "at this kind of speeds you don't need good tires". Elvis has left the building.

**Big Dave** · 22nd September 2006, 22:08

Originally Posted by Street Gerbil

d and non-matching. Their excuse was "at this kind of speeds you don't need good tires". Elvis has left the building.

TR50S Street Magic?
I agree. Wheelbarrow tyres would do the trick.

**slowpoke** · 22nd September 2006, 22:14

Thanks Lou. Like OAB I'd like to hear both sides of the story but their lack of response is damning in itself.
We all expect problems now and then (it's just the nature of things mechanical) but it's how these companies deal with problems that sorts the good from the bad. 'nuff said, I'm glad you found your missing shetlands.

**dawnrazor** · 22nd September 2006, 22:19

I have had nothing but great things to say about Colemans....Mark in sales has given me numerous test rides and loaner bikes and advice....I understand that Saturday is his last day and he is off to new pastures...

Dan in parts has also looked after me big time, with all sorts of bits and bobs for the bike and such, and is a bloody good bloke...

A resent fuelling re-map from the service department for a new muffler resulted in worse fuelling then when it went in, and this was my fault for putting an aftermarket can, on apperently....had it returned to presets and it seems better...its still a bit rough and I am keeping an eye on it....so thats not over yet....

Colemans is a good bike store let down by its upper management and service department as far as I can make out. I thought I was loyal to them but it turns out I am loyal to their staff....and there seems to be less and less of the good guys left.....I suspect something major has gone down there as there are alot of new faces about the place

Considering there are at least two major suzuki dealers iwithin 10 minutes from them, they should be more accommodating to their customers instead of holding them in contempt, the biker market is not so healthy that bike shops can afford to be complacent with its customer service

just my two cents

**outlawtorn** · 22nd September 2006, 22:31

Anyone have any idea where Mark is going to and the other salesman that has left, that isn't you Sarge is it? If so where the hell have you gone to?

I've got nothing bad to say about Colemans, I've always dealt with either Mark, Sarge or Dan in accessories, and they have always been really great, accomodating and very helpful.

Sorry to hear about all the shit you are having Lou.