RE: Patrick's comments

["Retherford, Martin" <MRetherford@xxxxxxxxxxx>]

- -----Original Message-----
From: sooty@xxxxxxxxxxxxxx [mailto:sooty@xxxxxxxxxxxxxx]
Sent: Friday, September 17, 1999 10:54 AM
To: ST@xxxxxxxxxxxxxx
Subject: RE: Patrick's comments


Martin,

>	I did not expect an answer to this one from the factory but I have
>to give you a little flaming. 

I'm wearing my flame retardant underwear so dont' worry about it. Herself
insists I wear it under the chastity belt.

>	I do not take offense from your comments because they are
>uneducated.

I'll not get into a flame war about who is the mosy highly educated.



			meant toward experience.



>	I do not believe you understand the amount of effort it takes to
>produce a good integrated system in mass production.

err yes I do , having been associated with the truck building industry and
the QA side of it for the last 20 yrs .



	I too have worked QA and production both not the same or similar for
what I do.



>	You are right about the amount of finesse that is employed to
>satisfy a customer.  This is most employed when dealing with an unrealistic
>customer.

And we in the truck industry have our fair share of them.



				    AMEN!



Thankfully I have never had a problem with Triumph , maybe cos I'm not quite
as anally retentive as some customers.

I might add that in the truck industry.... our spares situation is such that
if a customer orders a part before 3.30pm he is gaurranteed delivery of that
part by lunchtime next day in the UK and 48 hrs anywhere else in the world.
If we fail to supply within the alotted time, we GIVE the part to the
customer... nows THATS a decent parts back up.. a practice that certains
bike manufactuers should take note of. Do you know any biker who is waiting
for parts ?  Take a look at all the bike mail lists including the Triumph
lists.



			Would be nice huh?  I am still waiting...



>	Ross shouldn't feel like he needs to defend anybody on this list.

He wouldn't have needed to had he taken it tongue in cheek as was intended
as denoted by the :) .



		I missed them as well.



>This stuff creates a adversarial feel and it cause otherwise good comments
>to fall on deaf ears. 

It does sometimes get hot in the kitchen ya know :)

> I too am guilty of this on at least one occasion so
>far but if you read what I write it wasn't unmeasured or unrealistic.

I don't recall what it was so can't comment.



		Just remember class action lawsuit.



>FLAME _ FLAME

Is someone on fire ? :)



		Just the flame thrower I was using on you at the time.  :-)



Can we now get back to the important pannier, WD40 debate ? :)

Regards

Patrick


>-----Original Message-----
>From: Ross Clifford [mailto:ross.clifford@xxxxxxxxxxxxx]
>Sent: Friday, September 17, 1999 1:59 AM
>To: 'ST@xxxxxxxxxxxxxx'
>Cc: Charles Smart
>Subject: Patrick's comments
>
>
>He is the Official Factory Bullshitter par excellence , it's his job to fob
>off customers with any old bit of bullshit but leave you feeling as if you
>have a satisfactory answer :)   It's called Customer Relations.
>
>This does not just apply to Mr Smart but to all C S personnel in any
>organisation  :)
>
>Patrick
>
>Patrick,
>
>I think your comments are a little harsh and an insult to many people who
>try to help customers, you point of view is based purely on you own
>experience in the fact that we do not have the production resource to paint
>non standard parts to your individual specification. This is no different
to
>any other manufacturer, try ordering your Hayabusa in a non standard
colour?
>It is not as simple as you presume it is to 'Just paint a Daytona when you
>have the right colour paint in the tin' ask anybody who work in a
production
>scheduling environment.
>This is no flaming Patrick, Charles works very hard and sometimes has to
>tell people things that they don't want to hear. It is this sort of
personal
>comment that drives official factory input away from this type of mailing
>list. I am sure that there are many customers worldwide that would vouch
for
>Mr. Smarts professionalism and dedication to Triumph customers.
>
>Other issues.
>
>Mirror subframe,
>To confirm from my previous post, the subframe design was changed at Vin
No.
>88071, the modifications were strengthening braces at the mirror arms and
at
>the base of the subframe. It is difficult to explain the mods until you see
>the latest issue.
>
>Fuel gauge,
>Unfortunately I cannot shed much more light on this one, the testing of the
>modified unit has worked well bust we are not 100% satisfied, we also have
>the added complication of the sender unit being the same as the one fitted
>to the Tiger, so alot of the testing has to be done in tandem with that
>model as well. 
>The modified unit is a better one but we do not want to replace existing
>senders until we are 100% confident that the replacement is correct, rest
>assured that when the replacement unit has been approved we will honor
>failed units under warranty.
>
>Many Thanks
>
>Ross

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