Just a little moan, but am I being unreasonable
Discussion
Bought a piece of Italian exotica recently, that was devoid of a service history.
Did some research, and found a dealer, albeit 60 miles away, so booked the bike in for a big service. As they had a courier pick up / drop off partner I availed myself of his services, and had the bike dropped off last Wednesday, in good time for the agreed Thursday / Friday service slot..
On Friday afternoon, I phoned, both to pay, and to see when the bike was coming back to be told that thy hadn't even started it, but would probably get round to it.
As the dealers is closed Monday's I phoned the courier to see if he had been told when it would be ready, and that is going to be the back end of this week, i.e. a week later than agreed.
I am more than a little peed off with this, am I being unreasonable expecting the bike to be serviced when agreed ? I had intended using it for work this week, looks like thats not going to happen !
Did some research, and found a dealer, albeit 60 miles away, so booked the bike in for a big service. As they had a courier pick up / drop off partner I availed myself of his services, and had the bike dropped off last Wednesday, in good time for the agreed Thursday / Friday service slot..
On Friday afternoon, I phoned, both to pay, and to see when the bike was coming back to be told that thy hadn't even started it, but would probably get round to it.
As the dealers is closed Monday's I phoned the courier to see if he had been told when it would be ready, and that is going to be the back end of this week, i.e. a week later than agreed.
I am more than a little peed off with this, am I being unreasonable expecting the bike to be serviced when agreed ? I had intended using it for work this week, looks like thats not going to happen !
Who knows what extenuating circumstances may be involved, late delivery of parts, overrrun on previous bikes, staff absence etc. I'm sure it's all very upsetting but honestly, worse things happen at sea.
if you really feel that upset your response it simple, never go back....Otherwise, relax, have a coffee, enjoy the good things in lfie and kinda get over it.
if you really feel that upset your response it simple, never go back....Otherwise, relax, have a coffee, enjoy the good things in lfie and kinda get over it.
Poor communication is a real bugbear of mine. I suppose you have to make some allowances for working in covid conditions but I just wouldn't go back to them again. It's so simple - set expectations and keep your customer updated with progress. Randomly adding an extra week for doing the work and not bothering to tell the owner is pretty piss poor if you ask me.
It doesn't sound like stellar service, but unsurprising at this time of year, especially with couriers involved.
Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
Communications is a difficult thing - having someone in the office whose only job is speaking to customers can be a bit of a drain on resources when it's easy to skip that and keep £20k/year in extra profit.
Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
Communications is a difficult thing - having someone in the office whose only job is speaking to customers can be a bit of a drain on resources when it's easy to skip that and keep £20k/year in extra profit.
Krikkit said:
It doesn't sound like stellar service, but unsurprising at this time of year, especially with couriers involved.
Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
All parts needed were supplied, they just "haven't got round to it" as advised on Friday when I rang them.Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
tezzer said:
Krikkit said:
It doesn't sound like stellar service, but unsurprising at this time of year, especially with couriers involved.
Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
All parts needed were supplied, they just "haven't got round to it" as advised on Friday when I rang them.Depending on how much time was needed, if it'd been agreed as a Thursday/Friday service I'd have expected to be able to pick it up the next day they were open after that - presumably Tuesday? Unless there were parts needed of course.
That makes it sound like the customer is of no importance to the shop.
If that had been my shop I’d have said anything ranging from the mechanic was off sick to aliens beamed up all the spares rather than an excuse which basically said they couldn’t be arsed to even attempt to keep the customer happy.
I’d be looking for somewhere else do to the work next time.
It’s poor service and unless you said to them that there was no rush (which you clearly haven’t) they don’t care about keeping you as a customer which isn’t a great sign for the quality of work they will eventually do.
I took a bike in to a garage I’d used before for the removal of an alarm system which they were more than happy to do. They had the bike about three weeks and tried to tell me the ecu was toast as they couldn’t get it to run having removed the alarm.
It came back with various of the plastic push fasteners bent, just forced into place, the screen on the clocks cracked, and the cable release for the tail unit disconnected.
I hate other people working on my bikes.
It’s poor service and unless you said to them that there was no rush (which you clearly haven’t) they don’t care about keeping you as a customer which isn’t a great sign for the quality of work they will eventually do.
I took a bike in to a garage I’d used before for the removal of an alarm system which they were more than happy to do. They had the bike about three weeks and tried to tell me the ecu was toast as they couldn’t get it to run having removed the alarm.
It came back with various of the plastic push fasteners bent, just forced into place, the screen on the clocks cracked, and the cable release for the tail unit disconnected.
I hate other people working on my bikes.
tezzer said:
An MV Agusta, Brutale 910R, so was keen to make sure it was up to spec, before riding it, and of course keeping the value.
Bit late for that, you've bought one with no service history ....Regards the delay, they are probably prioritising work where the customer hasn't sent all the parts in and they can make some money, in regards the other bike, maybe its in bits and taking up a bench ....
Not sure whats more needy, you or the italian exotica with no service history !!!
'Kin hell dibble, don't mince your words.
I bought the bike from a main dealers, only after it arrived, and I perused the service book did I know, and they have been good enough to supply oil, filter and sump plug washer, and contribute £400 towards the £550 service charge.
SO, it's decent money for the service agent, and as for me being needy........
I bought the bike from a main dealers, only after it arrived, and I perused the service book did I know, and they have been good enough to supply oil, filter and sump plug washer, and contribute £400 towards the £550 service charge.
SO, it's decent money for the service agent, and as for me being needy........
tezzer said:
'Kin hell dibble, don't mince your words.
I bought the bike from a main dealers, only after it arrived, and I perused the service book did I know, and they have been good enough to supply oil, filter and sump plug washer, and contribute £400 towards the £550 service charge.
SO, it's decent money for the service agent, and as for me being needy........
Hmmm, yeah, maybe a tad direct ... ooopsI bought the bike from a main dealers, only after it arrived, and I perused the service book did I know, and they have been good enough to supply oil, filter and sump plug washer, and contribute £400 towards the £550 service charge.
SO, it's decent money for the service agent, and as for me being needy........
Lovely bike though ....
trickywoo said:
It came back with various of the plastic push fasteners bent, just forced into place, the screen on the clocks cracked, and the cable release for the tail unit disconnected.
I hate other people working on my bikes.
Sympathies, that's why I don't let anyone work on electrics or plastics these days as they're too easy to bI hate other people working on my bikes.
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