Kawasaki Concours Forum
The C-14, aka Kawasaki Concours-14, the new one :) => The Bike - C14/GTR 1400 => Topic started by: NDCUNIONGUY on September 24, 2012, 02:19:51 AM
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What happens when the economy kills off the knowledgeable and competent dealerships?
In my case, I’m forced to take my C-14 to the incompetent folks at Hinshaw’s Motorcycle Store of Auburn, Washington. You may have inferred that all did not go as desired and you would be correct. In fact, the only positive comment that I can imagine is that they did not actually damage the bike for the week that it was with them. One week? What major work would take a week during prime riding time in Western Washington? The plan was to R&R the Tire Pressure Sensors and the PR2’s. The service tech that wrote up the work must have been too interested in making his Taco Bell order because he certainly didn’t put any effort into something like looking up and ordering the necessary parts. This all started with a phone call Monday morning wherein I presented my service requests and inquired if this could all be handled so that I could get the bike back for a ride I had planned with a friend on the following Sunday. I was assured there would be no problem meeting that schedule. Fast forward to 1430 on Friday and I still had no contact from Hinshaw’s. I called them and was told that the parts had not arrived. It was at that point that I asked the service person on the phone which parts had been ordered and was given the part numbers. When I cross-referenced them with Hinshaw’s own on-line parts fiche, I discovered that these geniuses had ordered two new valve stems that would screw into my old and sporadically malfunctioning pressure sensors. I was quite displeased, initially because nothing had been done as promised and because it was up to me to babysit supposedly trained professionals whom I was paying to work on my bike. Once the service person realized the problem, I asked him what it was going to take to get my bike ready by Sunday as promised. He said he would have to look into it. That, of course, is the telephonic equivalent of an eye roll and a mental admonition that it sucked to be me. Next step, talk to the boss. Okay, try to talk to the boss, someone named “Ron,” (I have since developed the impression that “Ron” may actually be Ron Orr, the store owner). Three phone calls, a voice-mail for “Ron,” and an e-mail got me nada. “Ron,” must have been too busy to address his customer’s concerns. The day ended with my picking up my unmolested bike from some anonymous and vaguely hostile Hinshaw’s representative. No apology, no what can we do? In the past ten days, no follow-up from General Manager “Ron.” No one at Hinshaw’s gives a damn about my customer experience so I thought I would share with the group.
I am not here to suggest that the customer is always right or that they should always get their butts smooched, but I can think of several ways Hinshaw’s could have gone about resolving their screw-up. Had I been “General Manager Ron,” I would have tried to get the parts expressed and installed by Sunday (they are open Sundays). If that were not possible, I would have offered the customer their choice of demo bikes for the weekend. Failing either of those options I would offer to have someone collect the customer and reunite him with his bike until the parts became available at which point I would provide him with any needed transportation to resolve this issue.
Word to the wise, avoid Hinshaw’s Motorcycle Store in Auburn, WA. There will icicles on the Devil’s balls before I set a boot inside there again.
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Why were you 'forced' to go to that dealership?
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And I will add, why did you drop it off before they had the parts? If you need tires and want to ride, have them install the tires, then get the sensors replaced later. Your sensors should be warrantied. This is usually a drive in and wait service item. I have never dropped a bike off and left it for tires or even sensors now that I have the C14. I have had them break my sensor while changing a tire, and they replaced it with a standard valve stem so I could ride while waiting for the part to come in.
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And I will add, why did you drop it off before they had the parts? If you need tires and want to ride, have them install the tires, then get the sensors replaced later. Your sensors should be warrantied. This is usually a drive in and wait service item. I have never dropped a bike off and left it for tires or even sensors now that I have the C14. I have had them break my sensor while changing a tire, and they replaced it with a standard valve stem so I could ride while waiting for the part to come in.
Uh, I brought my own PR2's and the warranty has expired w/o an extended plan. I am the second owner. The original batteries in the sensors are toast. I rode home tonight with the flashing sensor warning, yeah. V-Jim correctly ascertained that I was not forced to use this particular dealership, but they were significantly the closest. Hinshaw's had always been a Honda-specific dealership in the past and had no Kawasaki affiliation until the closing of RMC in Renton. It is now apparent that they lack the knowledge necessary to properly care for all of the makes for which they claim responsibility and expertise. Customer service is still customer service.
I had recently made a circuit around Mt. Rainier and that convinced me that the old PR2's needed to be changed. Last winter the sensors would intermittently protest so I felt the time was right to get this stuff done before another good ride. My skills do not and should not translate to the personal performance of all that my bike requires. I should be (and have been) able to rely on professional dealerships to support these needs.
I do not expect any business to behave in this manner and I do not understand why anyone would.
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You guys are being critical to the wrong guy... Who knows what his schedule is like. I know that there are times I'm stuck using someone for a task that I'm capable of, but can't find the time to do. And how do you REALLY know how service will be until you try and use them. A week without a message or what not is NOT acceptable. But then I'm a PITA customer and make periodic contact until it's ready.
OP, go Olin's to Yelp and write a review. You'll get a larger audience and it appears the owner monitors the site.
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Uh, I brought my own PR2's and the warranty has expired w/o an extended plan. I am the second owner. The original batteries in the sensors are toast. I rode home tonight with the flashing sensor warning, yeah. V-Jim correctly ascertained that I was not forced to use this particular dealership, but they were significantly the closest. Hinshaw's had always been a Honda-specific dealership in the past and had no Kawasaki affiliation until the closing of RMC in Renton. It is now apparent that they lack the knowledge necessary to properly care for all of the makes for which they claim responsibility and expertise. Customer service is still customer service.
I had recently made a circuit around Mt. Rainier and that convinced me that the old PR2's needed to be changed. Last winter the sensors would intermittently protest so I felt the time was right to get this stuff done before another good ride. My skills do not and should not translate to the personal performance of all that my bike requires. I should be (and have been) able to rely on professional dealerships to support these needs.
I do not expect any business to behave in this manner and I do not understand why anyone would.
I understand your frustration. I just wouldn't have left the bike if the parts weren't there. Parts for these can at time take a while, despite promises from dealerships. If at all possible, I would wait for the new tires to be put on and forget about the sensors, the tires themselves are more important. I never take the bike in until the parts are there. Lesson learned.
You may also get better service if you buy your tires from them. MY dealerships have no problem with you bringing in your own tires, but you will most likely get better service if you buy from them. My dealership does a great job of trying to match internet prices if it can. They matched Murph's price on my last set of PR3s. Even if they are a little more I generally buy from them. It pays to keep a good relationship with a dealer.
I hope you get it all sorted out so you can enjoy the bike.
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Based on your explanation I would be irate. As stated the sensors should have been delivered before they took possession of your bike. It sounds like they have no idea what they are doing. The Goldwing uses the same type of sensor so that should not have been an issue.
PH14, it sounds like you have a great dealer. No dealers will match internet prices in my area. They will either have you:
1. Pay retail for tires and do free/reduced mounting
2. Let you bring your tires in and molest you with the labor cost.
Obviously I am basing my opinion based on what has been provided. It sounds like HORRIBLE customer service which is a lost art in America. You would think that business owners would go out of their way to keep the customer happy in these economic times.
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2 things, the advertised battery life is 5 years, should still be covered. Take your bike to Cliffs in Bremerton, I have had good service for many many many years. Avoid the Brothers with the same kinda passion you have with Hinshaws.
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With the closure of RMC and the other Kawi shop last year, this is also my closest dealer now.
I had a great experience with my brake recall... Was planning on leaving the bike so they could fit in the work on a busy weekend (Labor Day), but when I went to drop it off, they said they could fit it in right then. 25 minutes and I was out of there.
My expectation is that they have a learning curve for the Kawis. I go in expecting that there will be delays until they become an established Kawi dealer.
+1 on not leaving the bike until they had the parts.
+1 on Hinshaws not handling your service very well. "Basic customer service", as you stated, is a must.
I'll still take my bike there, but I also have the habit of researching parts and services before I take any of my vehicles in to a shop. That, and having 2 bikes... I could be without a bike for a while if it came to it.
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2 things, the advertised battery life is 5 years, should still be covered. Take your bike to Cliffs in Bremerton, I have had good service for many many many years. Avoid the Brothers with the same kinda passion you have with Hinshaws.
I appreciate that advice, but Bremerton is rather outside of my wife's drop-off/pick-up zone. For the record, the batteries/sensors are what they are. I don't have an issue with paying to replace them. Neither the tires nor the sensors are making the bike unrideable, but rather, less enjoyable. I just want a fair shake. If I can't find that within a reasonable distance, I'll have to re-evaluate my options which include the uber-friendly and knowledgeable folks just down the hill at South Sound BMW. I enjoy riding my connie and have never owned any other brand of street bike besides Kawasakis, but I need competent and reliable dealer support. I'm not going to be looking over the shoulder of the tech when he is wrist-deep inside the head and his watch band disintegrates or he realizes that the shims he is using are not quite right. Relationships are built and maintained on trust. Mistakes happen, but must be owned.
Does anyone have any experience with Clem's in enumclaw? Thanks for sharing.
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Ref warranty I would recommend reading this thread:
http://www.zggtr.org/index.php?topic=8112.msg98077#msg98077 (http://www.zggtr.org/index.php?topic=8112.msg98077#msg98077)
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Does anyone have any experience with Clem's in enumclaw? Thanks for sharing.
I do most of my own work, but have had them do a couple of things in the past. They did exactly what I asked, for a reasonable cost, and finished when they said they would be. The guy that runs the service desk seems knowledgeable, and I've never had the feeling I was being bs'd by him. I don't know how they are about bringing in tires to mount without having bought them there, but seems like they'd be okay. I would give them the chance if I were in your shoes.
By the by, I've never had any service work done at Hinshaw's but have purchased parts and some after market stuff from them from time to time. Fair prices, and they at least have a decent selection of stuff on the shelves. Too bad Kent Kaw closed up; great long time, small dealer. RMC, eh, just another large volume shop in my experience. But fewer options are never good.
Good luck.
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Too bad Kent Kaw closed up; great long time, small dealer. RMC, eh, just another large volume shop in my experience. But fewer options are never good.
Good luck.
Yeah, I remember all of the little local Kawi shops the same way. My first Kwacker was a 350 triple. I went everywhere for pieces and parts. My Renton Motorcycle (not sure what they were called) history goes back to those days when the dealership was right on the strip in Renton. I never had a problem getting what I needed there.
I've touched base with Clem's and they seem to be quite reasonable on labor as well as knowledgeable for parts needs. They wouldn't let me schedule until the parts were in. Yes, they got the right part numbers first time out. Once 410 opens up around the mountain again, it might be the perfect place to visit.
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Once 410 opens up around the mountain again, it might be the perfect place to visit.
What part of 410 isn't open? I was over last weekend, going again today. Or do you mean Stevens Canyon from the east up to Paradise?
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What part of 410 isn't open? I was over last weekend, going again today. Or do you mean Stevens Canyon from the east up to Paradise?
Yep, that closed right after Labor Day. The good news is that I found a talkative Park Ranger that informed me about the future for vehicles on Rainier once all of the road work is done. It will be shuttle buses and bikes. No more long processions of cages doing 10 under.
Update to Hinshaw's: I gave them a Yelping which stayed up for 3-4 days and then was magically filtered by the "Filter Program." Hinshaw's has 7 filtered reviews, 6 of which are highly unflattering. Kind of makes one doubt the legitimacy of the Yelping process since filtered reviews are not readily visible (you must enter security information) and do not affect the businesses rating score.
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That's how Yelp works... It will even filter good reviews.
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That's how Yelp works... It will even filter good reviews.
A six to one filter ratio is not simply anomolous, but more likely the result of undisclosed criteria. Sort of like having mostly attractive folks on television...
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PH14, it sounds like you have a great dealer. No dealers will match internet prices in my area. They will either have you:
1. Pay retail for tires and do free/reduced mounting
2. Let you bring your tires in and molest you with the labor cost.
I hear you. I have two dealers who will work with me locally. I still say most of the reason is that I have developed a decent relationship with them both. Both though do a good job of competing with online prices when they can. One would buy a huge quantity of Pilot Powers and their price was the same you could get on the internet. I always took advantage of it when I had my RC51.
I don't disagree he got bad service, but I just wouldn't have dropped the bike off if the parts weren't in.
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Ref warranty I would recommend reading this thread:
http://www.zggtr.org/index.php?topic=8112.msg98077#msg98077 (http://www.zggtr.org/index.php?topic=8112.msg98077#msg98077)
I've seen the bulletin, but nowhere does it state that there is any warranty beyond the 3 years on the bike. It merely states that the batteries are "rated for 5 years."
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I've seen the bulletin, but nowhere does it state that there is any warranty beyond the 3 years on the bike. It merely states that the batteries are "rated for 5 years."
The "bulletin" is pretty non-meaningful....BUT, if you bought extended warrantee, and you are currently covered, the sensors are covered....
I just got the call from my "local" dealer here in Ohio, whom I met on a walk-in cold call last week. I asked them if they would cover my brake link recall, and also honor my extended warranty for my sensors....they hemmed and hawed a bit till I explained who I was, and about our organization, and it's effects of what has transpired since the first C14 came out.... they agreed to pursue the sensor warranty, and actually called me yesterday to tell me they have sensors in hand, and also the brake rod....and to bring it in.
woooo hoooooo 8) ;D
:hail: :hail: :thumbs: :thumbs: :grouphug:it seems I have found ANOTHER good dealership with regards to thier service ethics....I'll report back after the install...... ;) :popcorn: :popcorn:
Ohio Motorcycle, Oakwood Ohio
www.ohiomotorcycle.com (http://www.ohiomotorcycle.com)
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:hail: :hail: :thumbs: :thumbs: :grouphug:it seems I have found ANOTHER good dealership with regards to thier service ethics....I'll report back after the install...... ;) :popcorn: :popcorn:
Ohio Motorcycle, Oakwood Ohio
www.ohiomotorcycle.com (http://www.ohiomotorcycle.com)
Only after you 'explained' the situation to them, Rich. They didn't sound good until after that. In fact, they sounded more the norm. Let us know how it goes.
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Only after you 'explained' the situation to them, Rich. They didn't sound good until after that. In fact, they sounded more the norm. Let us know how it goes.
+1. It seems that we need to be "informed consumers" in order to get the basic fair services we expect. At least, it seems to be that way more and more. The customer isn't as right as they once were.
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Everyone,
It seems that my original point and your responses have diverged somewhat.
I do believe in being an informed and strident consumer, but I also accept some personal (read financial) responsibility for my choices. A few hundred dollars for a consumable (batteries) part that lasted four years is not going be the basis for my choosing one dealer, or manufacturer over another. Rather, I would hope to discourage folks from a particular choice based on my experience and encourage the solicitation of a healthy relationship with your local (hopefully) Kawasaki dealership.
Thus far, Clem's Powersports of Enumclaw have obtained my new sensors (for which I do not object to paying) and have arranged a service time two days hence. They will change everything whilst I wait. I accept a few of their eccentricities as a smaller dealership and look forward to reporting on their success.
I do appreciate your admonitions and support. Thank you.
And Hinshaw's still sucks.
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Only after you 'explained' the situation to them, Rich. They didn't sound good until after that. In fact, they sounded more the norm. Let us know how it goes.
10-4 Jim..
I have always taken the time when dealing with these different dealers/service techs, to "pick thier brain" a bit to see where they are with regards to the issues involved with our bikes, both the C14 and the Original Conni.
I also explain our "group/organization" to them, and ask them to peruse our 2 forums, to actually see what we talk about, and even invite the dealers to become Industry COG members.... ;)
it goes a long way when trying to get good service, and making the best impression with the knowledge database tends to force the dealer to step up, or drop. I can say without a doubt, the dealerships I have dealt with seem to be willing to step up. Unfortunatly there ARE some out there that you can tell within the first 3 minutes of face time, they will never be the one.... ???
I'll let ya know what transpires in a "new thread", and release the hi-jack from this one....
carry on. 8) ;)
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My 2 pesos on this, since I'm a business owner . . .
I won't defend the dealer and his crappy service, BUT part of what you're seeing is the result of every damn person looking for the absolute lowest price on everything. A lot of products have very slim margins and all this price competition is fierce. A dealer or any other business that can't make a profit eventually ceases to exist.
In my neck of OH we've seen some of the biggest dealers go **** up the past few years, lessening competition and increasing servicing time because there are now too many people with no place else to go.
We've also had customers in our store whip out their cell phones to either photograph our products and prices or to go online and check for a lower price. And hell, I've even done that myself in Best Buy . . . still, it's not appropriate.
I try as much as possible to purchase my bike parts from local dealers. I will NOT use M/C Superstore or their ilk. How many of you know that Dennis Kirk the catalog/online site is actually owned by Parts Unlimited, the 800-lb gorilla of m/c distributors? How would you like to be a bike shop with this kind of price power being used against them?
End of rant . . .
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My 2 pesos on this, since I'm a business owner . . .
I won't defend the dealer and his crappy service, BUT part of what you're seeing is the result of every damn person looking for the absolute lowest price on everything. A lot of products have very slim margins and all this price competition is fierce. A dealer or any other business that can't make a profit eventually ceases to exist.
In my neck of OH we've seen some of the biggest dealers go **** up the past few years, lessening competition and increasing servicing time because there are now too many people with no place else to go.
We've also had customers in our store whip out their cell phones to either photograph our products and prices or to go online and check for a lower price. And hell, I've even done that myself in Best Buy . . . still, it's not appropriate.
I try as much as possible to purchase my bike parts from local dealers. I will NOT use M/C Superstore or their ilk. How many of you know that Dennis Kirk the catalog/online site is actually owned by Parts Unlimited, the 800-lb gorilla of m/c distributors? How would you like to be a bike shop with this kind of price power being used against them?
End of rant . . .
+1
bar scan app on 'droid.... and by the way bestbuy is just a storefront for amazon. i see people looking at high end stereo stuff in bestbuy then whip out there phones and buy online at the push of a button (bar scan app) same price minus taxes and free shipping.
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I just go straight to Amazon and bypass Best Buy. I can't see them being in business this time next year.
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I live in south central Wisconsin. I'm lucky that there is two dealerships in the area both about 45 minutes from my home. The closest does a great job being competitive with the internet dealers. They are a bit higher (about 5 to 10 percent) but in my way of thinking, where will I go if they close? I go there because they don't screw me, they employ good staff that acts professional, they pay taxes to our local economy and they make it right if they do mess up (seldom).
The thing that really pisses me off is they did not get a 2012 Concours and I had to go to Madison just to see one. I'm sticking with the old standby for now but at some point I would think I will change and when I do it will likely be a new Connie not one of the 10 wings they have.
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i see people looking at high end stereo stuff in bestbuy then whip out there phones and buy online at the push of a button (bar scan app) same price minus taxes and free shipping.
There is no "High End" stereo stuff in BestBuy. In their Tacoma store, there is an additional vendor partnership offering some decent stuff. I demoed a Denon and a Pioneer Elite receiver there but did not purchase because they did not have the model I wanted and their prices were 40% higher than I could achieve from numerous on-line sellers. Most of that was profit since comparisons with lower end models were within 10-20% (on-line vs. in-store). No way I am paying $500 more for a receiver that ships in a box from Japan to everyone that buys them. For $100 and good customer service, I would think about it.
I look for good values, but do not subscribe to the "Save Money, Live Better." idiotology that is quietly destroying our country.
Love the new tires and can't think of anything bad to say about Clem's. The Service Manager Jeff, is a good guy to work with. The shop guys/gals were friendly and industrious. Sales staff (including Clem) was willing to bs for awhile and in general everyone was upbeat and interested in what they were doing.
Nice folks. Apparently I have to try the Wally's Drive-in next time around.
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... Apparently I have to try the Wally's Drive-in next time around.
Yeah, you do. Great place to stop after a ride up the mountain.
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Don't forget to check out Krains Korner as well, great food and a fair price, awesome service as well. I'll have to stop in and visit with Jeff at Clems, sounds like a nice shop.
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I dunno. I have always found, in any line of business, for every pissed off customer that can't stand the dealer/business/store, etc. there is another customer that rants about how fantastic they are.
I have always kept my opinion to myself, because I know I can be a cantakerous, unreasonable old fart. There are several business here in Katy, Tx. that I won't give my hard earned money to, for various reasons. My wife thinks I am crazy on a few of the reasons. But it is my money and I will give it to who I want.
But I guess there isn't any sense in participating in a forum if you don't try to warn fellow participants about the pitfalls of some businesses. I gues my main point is just make sure it is justified, and hasn't reached a personal leve..
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My 2 pesos on this, since I'm a business owner . . .
I won't defend the dealer and his crappy service, BUT part of what you're seeing is the result of every damn person looking for the absolute lowest price on everything. A lot of products have very slim margins and all this price competition is fierce. A dealer or any other business that can't make a profit eventually ceases to exist.
In my neck of OH we've seen some of the biggest dealers go **** up the past few years, lessening competition and increasing servicing time because there are now too many people with no place else to go.
We've also had customers in our store whip out their cell phones to either photograph our products and prices or to go online and check for a lower price. And hell, I've even done that myself in Best Buy . . . still, it's not appropriate.
I try as much as possible to purchase my bike parts from local dealers. I will NOT use M/C Superstore or their ilk. How many of you know that Dennis Kirk the catalog/online site is actually owned by Parts Unlimited, the 800-lb gorilla of m/c distributors? How would you like to be a bike shop with this kind of price power being used against them?
End of rant . . .
:goodpost:
As a business owner in a different area, I see this more and more. Price is the ONLY object and they will use me as a showroom and try to beat me up on price constantly. Customers can ruin your day, believe me. Brick and mortar stores are not cheap to operate. If you want local dealers and service, support the local businesses. The money they generate stays largely in your own community.
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For what it is worth the lack of good customer service has driven me away from my local dealers and onto the computer. I would rather support my local guy and spend 10% more if there was a mutual benefit, but when I go there and get treated like crap from the pimple faced kid at the parts counter then I feel no reason to pay more.
In my area we have a good dealer and a not so good dealer. I tried buying my C14 from one of them and understood that they need to make a profit, but MSRP on a 2 year old bike? I traveled 4 hours to another dealer and saved 3k. I even offered to pay 1K more than the other guy 4 hours away so I could try and establish a good working relationship but he stuck to MSRP. Guess where I bought my bike...
These days good dealers with good service have no problems selling bikes and fixing them. Customer Service is a lost art as the generations pass.
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I dunno. I have always found, in any line of business, for every pissed off customer that can't stand the dealer/business/store, etc. there is another customer that rants about how fantastic they are.
I have always kept my opinion to myself, because I know I can be a cantakerous, unreasonable old fart. There are several business here in Katy, Tx. that I won't give my hard earned money to, for various reasons. My wife thinks I am crazy on a few of the reasons. But it is my money and I will give it to who I want.
But I guess there isn't any sense in participating in a forum if you don't try to warn fellow participants about the pitfalls of some businesses. I gues my main point is just make sure it is justified, and hasn't reached a personal leve..
Booger,
I grew up (from the age of 5) hanging out and working in the family automotive businesses. I do know how to deal with all types of customers, even those that are wrong. The most important thing is to own a situation and give the customer the attention and interest they deserve. Negative publicity is the most expensive kind. I do agree with you that negative experiences can be and are offset by positive ones. But when you walk into a showroom with a bag of money, point to one of the shiny bikes and tell them you want that one, how is that ever going to be anything but positive? Adversity is the better test. Hinshaw's failed. More importantly, I intentionly left out my earlier negative experiences with them from when they were down on Auburn Way and when they were at their second location to the north of where they are now. I did give them time and another chance. Things haven't gotten any better.
My experience at Clem's was good, not perfect and it need not have been. Jeff handled a little hiccup on his own and even more generously than I would have. I don't browbeat service folks unless they really, really ask for it. I've been where they are. In fact, I'm known for contributing to the shop lunch fund since I know how it feels when a customer gives a damn.
I am now trying to emphasize a positive experience to contrast the negative one. Each was less than perfect and each were handled completely differently. I've seen the way the kids work on and ride the customer bikes at Clem's and I think I can trust them to do the right things. They don't screw around but they aren't being rushed either. There is a good vibe here. Their in-house ride leader rides a beautiful black/gold (w/ blue flake) ZX-12, not too shabby...
Pappy,
Thanks for the head's up on Krains Korner, I'll hit that one too.
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For what it is worth the lack of good customer service has driven me away from my local dealers and onto the computer. I would rather support my local guy and spend 10% more if there was a mutual benefit, but when I go there and get treated like crap from the pimple faced kid at the parts counter then I lost feel no reason to pay more.
Another good post. I like the idea of supporting local business, but the dealer / buyer relationship has to be mutual. Just as much as its crappy for a customer to window shop and purchase online, a good dealer should be willing to work with a customer as well.
Case in point, a local, very large dealership in De Pere (I'm sure those in WI can figure that out) routinely charges ABOVE MSRP for gear. Ok, I can appreciate paying a little more to have good gear in stock. Now, I went there earlier in the year to get boots. They didn't have my size but offered to order them in for me. I was about to agree, but then they guy said I'd have to pay in advance for them and when I asked what about if they don't fit, he said I would have to pay a restocking fee. I'm sorry, at that point I said no thank you and went online. It sucks, but when it costs more and the return policy sucks, it pushes me towards online retailers. The real kicker is this dealer is awesome to work with when it comes to test riding and buying bikes, its just their gear department that sucks.
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Another good post. I like the idea of supporting local business, but the dealer / buyer relationship has to be mutual. Just as much as its crappy for a customer to window shop and purchase online, a good dealer should be willing to work with a customer as well.
Case in point, a local, very large dealership in De Pere (I'm sure those in WI can figure that out) routinely charges ABOVE MSRP for gear. Ok, I can appreciate paying a little more to have good gear in stock. Now, I went there earlier in the year to get boots. They didn't have my size but offered to order them in for me. I was about to agree, but then they guy said I'd have to pay in advance for them and when I asked what about if they don't fit, he said I would have to pay a restocking fee. I'm sorry, at that point I said no thank you and went online. It sucks, but when it costs more and the return policy sucks, it pushes me towards online retailers. The real kicker is this dealer is awesome to work with when it comes to test riding and buying bikes, its just their gear department that sucks.
If the dealer is otherwise good the way you say, then instead of going online I'd find the owner or GM and repeat your complaint. The salesman who had told you this might be wrong or the GM might not even know they're doing this or how it's affecting sales. Just saying.
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Case in point, a local, very large dealership in De Pere (I'm sure those in WI can figure that out) routinely charges ABOVE MSRP for gear. Ok, I can appreciate paying a little more to have good gear in stock. Now, I went there earlier in the year to get boots. They didn't have my size but offered to order them in for me. I was about to agree, but then they guy said I'd have to pay in advance for them and when I asked what about if they don't fit, he said I would have to pay a restocking fee. I'm sorry, at that point I said no thank you and went online. It sucks, but when it costs more and the return policy sucks, it pushes me towards online retailers. The real kicker is this dealer is awesome to work with when it comes to test riding and buying bikes, its just their gear department that sucks.
I hear you on the boots. Try the manufacturer direct. I went American with Danner, returned one set (no cost) for the right size (milspec, really) and no looking back. Seriously, no dealer is going to stock all of the things we might wish. That's life. Shopping for gear is somewhat more esoteric than the right scoot. All of the bike manufacturers make products that we can sample or read reviews about. Gear reviews and personal experiences are much more sporadic. I see this as more of a treasure hunt than a shortcoming. You might try to find local (within riding distance) businesses with the choices you are interested in.
I'm looking for some intermediate (not quite as thick as my TourMaster's) Hi-Vis gloves for my fall riding season. I look forward to the adventure. I might find something, I might not, but I'll have some good rides finding out what is available.
Bon Chance.
Manowarwi and Everyone, let me know if you need any "Stand With Wisconsin" stickers.
NDCUNIONGUY