Re: Triumph support

["Gregory D. Girard" <ggirard@xxxxxxxxxxxx>]

Great Post!

That sounds more like reality based upon my experience thus far.

Greg

- -----Original Message-----
From: Timothy Tokarsky (by way of Eric Sheley <eric@xxxxxxxxxx>)
<tokarsky@xxxxxxxxxxxxxx>
To: ST@xxxxxxxxxxxxxx <ST@xxxxxxxxxxxxxx>
Date: Friday, May 19, 2000 8:40 AM
Subject: Triumph support


>This came through to the Triumph Digest yesterday, and Tim gave me
>permission to repost it here. There is lots of good info in here.
>- Eric
>
>
>Hello all,
> As a dealer, I try to keep quiet and "listen" to the list for the heads
>up on potential problems, possible solutions, and input on bike
>pros/cons, etc..  I try to help when I see a problem that I might
>solve.  I stay out of the political/social/controversial/wd40
>conversations.  But I've just got to respond to Jim on the "another
>victim" thread.  First of all Jim, don't assume that a disgruntled
>Triumph dealer is giving you the gospel truth about his/her relations
>with our "mother ship" in Georgia.  The fact of the matter is Triumph
>does not dictate to any dealer what bikes to order how many of them to
>order.  We are asked to submit an order for the following year at our
>dealer meetings so they can set up supplies/production to suit.  This
>same procedure is used by all of the major motorcycle and auto
>manufacturers.  If your dealer was too conservative in his ordering, or
>didn't order at all he won't get the bikes, or he won't get any until
>the orders that dealers committed to at the conference are filled.
>Period..  So I'm guessing that the guy didn't order any or many of the
>bikes he later wished he did.  And he's pissed about it.  And the dealer
>down the road seems to be getting plenty of them, and is, because he
>pre-ordered them.
>     There are some exceptions to these terms.  In some cases a dealer
>reps may be asked to "promote" a bike whose sales might be a bit
>sluggish (ok, its a loser).  As a dealer, we can either choose to help
>if we can, or not.  We help by taking a bike we didn't necessarily want,
>or featuring it more prominently in our advertising, or running a sale
>on that particular model.  Anything to help them move.  Now let's say a
>dealer is in the habit of not helping.  Later, when a particular model
>is tough to get, and two dealers in an equal position (neither
>preordered it, both have it sold, both are in good credit standing with
>both Triumph and their floorplan financier) ask for it, who gets it?
>Who do you think?  And I can assure you, EVERY BIKE MANUFACTURER WORKS
>THIS SAME WAY!
> Jim your next problem, the fuel sending unit, was again misdirected to
>Triumph and not your dealer.  As dealers, get receive bulletins which
>describe potential problems and their remedy.  Your problem in
>particular was discussed in a number of bulletins.  The dealer should
>have been quite aware of the problem.  That was mistake number one.
>Next, based on your VIN #, he could have ordered that part in even
>before you brought the bike in.  That was mistake number two.  Finally,
>Triumph's "prior consultation" procedure requires that we dealers fax in
>an info sheet describing the bike, the problem, and possible solutions.
>In this case, multiple bulletins have described the solution (replace
>it).  If Triumph does not respond via phone or fax within three hours
>(and they usually do unless the obvious answer exists as in this case
>via the bulletins) PROCEED with the warranty!  That was mistake number
>three!  Someone at the dealership either didn't do their job, or is
>feeding you a line of SH__!  That's the way it is.  Your dealer may be
>pissed that I just "spilled the beans" about it, but this is the truth,
>as policy dictates.
> Triumph is not perfect.  I'm exposed daily to areas in the dealer to
>mother ship relations that need improvement.  Don't ask me what those
>problems are as it is up to the dealer and manufacturer to work those
>problems out.  No manufacturer is perfect.  If you don't believe me,
>look up Honda's recent lawsuit activities throughout their corporation.
>In particular, check out the proceedings of the people vs. Honda Motors
>Corp. and The Hendrick family of dealerships in North Carolina.  That is
>the reality of what is/has happened among many manufacturers!  I for one
>am glad Triumph is pretty straight laced in it's policies.  Thanks.
>Tim Tokarsky
>
>
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