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Re: What Next?
- Subject: Re: What Next?
- From: Eric Sheley <eric@xxxxxxxxxx>
- Date: Sun, 13 Feb 2000 12:05:52 -0500
mchead (robert) wrote:
> Well ,after three months ,new pistons ,head etc......whats next would be
> the craked radiator that I discovered this morning on my way to the dealer
> to have the break-in oil changed. What a great way to start a weekend.......
Duner Tor wrote:
>From my perspective, I'd say his experiences are not at all surprising.
Quite honestly I am amazed that both of you are still ST owners. For those
new to the list both Robert and Duner have had significant downtime on
their bikes - and in my opinion in both cases the dealer and Triumph of
America are strictly to blame. If all the dealers in the US operated like
the few above, Triumph would be in real trouble. In Robert's case the bike
sat for several weeks without even being looked at. In Duner's case Triumph
requested the part back to see if they were going to cover it under
warranty.....
In both cases there were delays and excuses and finger pointing, with no
one taking the blame or offering apologies. In both cases Triumph of
America was in a position to expedite the repairs (either through
expressing parts or putting pressure on the dealer) but choose rather to do
nothing in both cases until an unreasonable amount of time had passed.
It's sad to see service departments that don't understand one of the basic
marketing facts - a happy customer after the sale is your best referral
source. The sales department does it job and get the bikes out the door,
only to have the relationships destroyed by bitter incompetent yahoos in
the service department.
The service department at my dealer always has treated me like gold......
long before I started this list or website. They understood that a happy
customer was very likely to be a return customer. And that shows in their
service records - they have people coming from all parts of Florida -
sometimes at the direction of ToA when the selling dealer does a piss poor
job of supporting the line.
I know that Triumph of America is working to increase its dealer network by
adding good dealers and weeding out those that do a disservice to the name.
I just wish that they would do more for those individuals that are forced
to use poor dealers.
And unfortunately the truth is that these few bad apples give the whole
line a bad name which is really a shame for those dealers that are out
there doing the job.
- - Eric
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