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Re: What Next?



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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