Customer Service .... Good or Bad ??

[Rusty]

Just thought i would start a thread on this topic and see what experiences we can all share ... perhaps really good service or something at the other end of the scale ?
!. Now I know I am still in "Honeymoon " mode with my new GTR but the dealer was very good in all aspects of my buying the bike. A local dealer, I have popped in there a few times a year over the last 2/3 years just to have a look around and have a free coffee, but he always said " Hello " with a cheery smile etc and offered to help or have a chat, so when I went in to actually part with some £ it was easy, and he was just a decent bloke to deal with ... no messing about ...  I went in and told him what I wanted for the part ex and what £ I had to spend so he cut his numbers down and the deal was done ... threw in a top box and cover and I bought the hugger ... then when I go to collect it and find out that he put on a back rest too, foc, as a sweetner and a " thank you ". Now, I have to say that the box etc is all going on when it goes in for 1st service but the deal was good and he deserves a thumbs up !  Alfs Motorcycles Worthing.
2. Good service from" Lids Direct "  .. part of  " Motorcycles Direct " ... formerly "Lloyd Cooper motorcycles" .. Have dealt with them before .. online site .. ordered an Arai St George... next day received a text and a call saying they could not get it but would I consider another helmet, similar design ..  Quick look on line ... " Yes please " at the same price .. An Arai Chaser V down from £410 to £300.. and no delivery charge.
So I thought that was decent too.
The only poor experience I had was at P + H near Gatwick Airport .. a huge dealer that clearly does very well and perhaps as a result doesn't try very hard ... 4 years ago when buying my CBR I went there for a price and a chat, and the salesman was just TOO busy to deal with me  ... had a quick look in the book, wrote down a price on a piece of paper, gave it to me and said " Give me a ring " !!!! ... needless to say I spent my well earned dosh else where.
So come on then, share your experiences ... take a few minutes and start tapping on those keys.

[Kawdolph]

Well i travelled all the way from ireland to bill smith motors chester to pick up my grt a couple of weeks ago ,I must say that they couldnt be more helpful and a decent bunch.even when i had problems with the satnav bracket they stopped what they were doing and helped me knowing i had to head back home that evening.

[Lonewolf]

I tend to find one dealer and stick with them if they impress. I use Bradford Motorcycles in Bradford, (surprisingly). I've used them for about five years now, I know all the staff, admittedly some are better than others with their communication and customer skills. The owner of the business and all the lads know me by name, they know what I do for a living and are cool with it. I've bought a few bikes from them as well which obviously helps. Everytime I go in I buy something and they reward me by giving me a discount on all my purchases, presumably to show appreciation for my continued business over the years. Highly recommend the dealership, oh and I almost forgot, they are a Kawasaki dealership so guess where I will be buying my 2012 model from in just under twelve months.

From a negative perspective on customer service, we have two local Colin Appleyards, one in Leeds and the other in Keighley, the staff at both branches in my opinion just don't make the effort

Then to take it a step further, Allan Jeffries BMW at Shipley. I wouldn't p*ss on them if they were on fire. The most arrogant, obnoxious, self righteous bunch I have ever come across at a dealership.

Finally, on a more personal note, I bought my GTR privately from a chap in Deal near Dover. It was a 580 mile round trip so a bit of a gamble but the seller came through with the goods just as promised. Bike was serviced and MOT'd for me two days before I arrived, he spent all morning polishing it for me and even sent me home with a full tank of fuel.

Now that's customer service.  ;D

[Kwikasfuki]

My local dealer is very good (Batley Autorama). We always have a good chatter and he always makes time even if he is busy. When I purchased my Varadero from Padgetts, the after service was just terrible. I remember them not being very interested why I complained about the buzzing/vibration and the fact they had fitted after market heated grips instead of the official Honda ones. Definitely lost a follow up sale as they had a GTR in stock at the right price when I was looking, but I refused to deal with them. Ironically, Autorama is run by the brother of the person that owns Padgetts. Totally different service though.

I've had good sales service from www.vivamoto.co.uk in Bradford where I ended up purchasing my GTR from. I still pop around and have a conversation with the owner. He is ex superbikes and has a ton of knowledge. For my clothing its the HG crew in Leeds and Bradford. Friendly staff who I can always twist to get a decent price (now and then!)

Places that peeve me off are those like Bradford motorcycles. Took my kids in once, put them on an old CBR (supervised) and had one of the staff almost shouting at my kids to get off. I politely told him the kids were supervised, there was no sign saying don't sit on the bikes, and in future to set a better example to my kids by not shouting. Has to be said, I've not seen him there since and no ones come yelling again.

When I purchased my V-Strom (first brand new bike) I remember the salesman not being too interested. Probably thought I was a time waster. So I went and spoke to another member of staff who happened to be a mechanic and he went away and got me a better deal than what the salesman was offering. Gave me a great deal on the accessories as well. Which reminds me - I was going to purchase it from Colin Appleyard. OMG. So we got to the point where I'm sitting down and about to sign the finance and I notice the amount isn't what we agreed. The salesman had decided to renegade on his promise of throwing in the accessories for free. We had a right argument. Wouldn't touch them with a bargepole.

The other one is Allan Jefferies in Bradford. Their snobbery knows no bounds. Any bike other than a BMW is inferior in their books.

In general, most of the stuff I buy whether it be household goods or bike stuff, I like to buy locally as it means I'm supporting local trade and the local economy. As long as its reasonably competitive I don't mind paying that bit extra. However, what does annoy me is when the salesperson couldn't give a shit.

[Rusty]

Interesting stuff .... nice touch Mr Wolf with your seller and the tank of fuel ... NB ? Well what can I say ? BMW are so much up their own arses it almost unbelievable and I have to say one hears it all the time which is a shame really as there is just no need for it ... manners cost nothing and I would like to think that we all have a bit of common decency in us.

[Kevin]

My local dealer - Alford Bros. In Folkestone - are really excellent. Unfortunately they can only do our Suzuki and Yamahas.

For the GTR I go to Laguna in Ashford. They're...OK but if I ever need to ask a question it appears only one bloke can answer so it's pot luck whether he's in or available. They're not cheap either @ £69.60/hour. Having said that they have always make a good job of the servicing and and did an excellent crash repair after I dumped our earlier GTR. Better than Laguna in Maidstone who were told when I arrived with the GTR for a service that the tyre pressures were low and they still were when I got it back.

The only other local Kawasaki dealer (I live near Dover) is Dave Fox in Ramsgate. I keep thinking about trying there again but I rather went off them when they fitted some handlebar risers to our ZZR12 some years ago. When I went to pick it up they told me everything was done but when the handlebars are on full lock the rev's rise. I think I was more perturbed that they were happy to give me the bike back with a problem than the fact there was a problem. It was a trapped choke cable I sorted out when I got the bike home. I haven't been back since but often wonder if they were just having a bad day.

On a related note, why is the servicing interval for the more modern GTR 3750 miles when it's 6k for our FJR and GS?

Kevin

[Rusty]

Well Kevin I can't help the cynic in me but it has to do with money and more frequent visits to the workshop .. every 4000 miles comes around more often than 6000 ( clearly ! ) so you get to pay more over a period of time ... for example by the time you get to 40,000 miles that's 10 visits at lets say £250 a go .... a total of £2500.... and still at 40,000 miles but only going every 6000 miles that's only 6 and a bit visits so a total of £1500 ... quite a difference eh ?
My previous bike was every 4000 miles but when it came out of warranty it took it every 6000/7000 miles ... no harm done.. the dealer was just glad to see me coming back and I knew the bike was spot on.

[Kevin]

<snip>... for example by the time you get to 40,000 miles that's 10 visits at lets say £250 a go .... <Snip>

That'd be nice!  Quite a few of the GTR's services were in excess of £300. One of the things that prompted me to trade in our '08 GTR for a new one and get an FJR to share the mileage was a quote for £750 for a GTR service at 32k miles. It hadn't had the valves adjusted at <whatever the mileage should have been> as we were in Europe at the time so that was included but even so, I though it was rather steep.

Apart from that, I'm sure you're right. It does grieve me though that Yamaha with an older engine and BM with an engine designed by a contemporary of William The Conqueror are happy for the service intervals to be 6k while Kawasaki cling to 3.75k.

Kevin

[Rusty]

I know .. strange ... When the CBR was in for a service last year the Honda dealer gave me a VFR1200 for the day ( he knew I was thinking of trading in ) and the mileage intervals for that are .... wait for it ..... every 8,000 miles ... to try and go with the idea that you can go off touring for ages and not worry about finding a dealer halfway round your trip !

[Lonewolf]

£750 for a 32k service, yikes, I know when I'm getting rid of the GTR then.  :o

[Kevin]

<snip> are .... wait for it ..... every 8,000 miles ... to try and go with the idea that you can go off touring for ages and not worry about finding a dealer halfway round your trip !

That's much better. Our GTR was quite late with the valve clearance service as we went on a 7500 mile 2 week trip and there wasn't a lot of time for servicing while we were away. I really like the GTR but the short service interval doesn't gel well with the sort of trips we do and that is definitely going to be a factor when it comes time to change (which will be well before that expensive service!).

Kevin

[Boomer]

Service intervals on the 1400 are every 8,000 miles.
This is for oil/filter changes.
The inbetween "services" are just checkups with an optional oil change.

I paid £837 for my 24000/26000 mile service (done at 25200 miles).
They replaced 8 shims after juggling the others, replaced the spark plugs, oil, filter, air-filter, etc.
Yes it's steep but the most expensive service before this was the 16k which was £165.

A friends BMW K1200GT service intervals are every 6,000 miles but his cost £300 every time and £800 for the big one.

[Kevin]

That's marketing-speak Mr. Boomer! Whatever they do or don't do in what you call the 'in-between' services the fact remains the bike should visit a Kawasaki dealer at those intervals to maintain warranty.

I let my service receipts go with the bike but I'm pretty sure I pretty much always paid around £300 for my servicing, certainly it was more than £200. Given your experience I think I might give Dave Fox another try to see if the servicing there is as good but comparably priced to yours, and IIRC from the 1400GTR forum, some others experiences.

Kevin

[Boomer]

Well, my August 2007 registered bike is well out of warranty so they can whistle if they think I'm paying even £160 for an oil & filter change and some checks. I now do my own oil & filter changes, my own checks, but haven't done an air-filter change yet. That is coming soon.
Will be going to the dealers for the 50,000 mile service (valves & sparkplugs) but apart from that I do my own servicing.
Now at a smidge under 35,000 miles and apart from the clutch, no serious problems.

Clutch was a trashed friction plate. Replaced with an EBC Friction Plate set, replaced one steel plate (old one was scored) and fitted +10% springs.
To be fair I cane the nuts off it in the lower gears and have a bad habit of revving the engine with the clutch lever pulled in to let the dozy cagers know that I am there. This is probably what trashed that plate. Either that or else something got trapped between the plates.
Replacing the clutch was pretty simple. About 3hrs including the fairing jigsaw puzzle.

For those who decide to do their own servicing;
1- Buy the cup style oil filter remover. Trust me, straps and chains don't work.
2- Buy a 22mm Hex stub for the front axle.
Other than that she is easy peasy to work on although getting the fairing off and on again is an exercise in 3D geometry and spatial awareness. <LOL>

[Kawdolph]

Did alot of research before i bought the gtr ,and like many others once the warranty ran out people did their own servicing and didnt adhere to the maintenance schedule ,i have read on one of the american gtr forums that the plugs which are used in the gtr are iridium plugs which are supposed to last 25000 miles ,alot of it is just to make money by getting you to go in at 4000 when in reality it seems even from the maintenance schedule that its every second service interval is the one where alot more gets done.