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REV Cycles in Toronto

24K views 47 replies 33 participants last post by  canuck09sprint 
#1 ·
Just wondering if anyone has had any experiences with Toronto's new Triumph dealer. Back when I was considering a Ducati, I went in, was generally ignored, received no service at all, and never returned.

Now that they are a Triumph dealer, and only about 3km away I was hoping things would get better... I just called to see if they had brake pads in stock form my 2003 Sprint ST, whoever answered the phone said they didn't know and they would transfer me to service, but instead hung up on me. I call right back, different person answers the phone, says they are transferring me, leaves me on hold for 5 minutes (timed on the clock on the computer) at which point I hang up.

Is it just me or has anyone else received such crappy service/treatment from this place?
 
#2 ·
Luckily in Hamilton, I can deal with Sturgess. So I have no experience with your particular dealer, but what about call GP Bikes (gpbikes.com) in Ajax I think. At the first bike show of the year, they have always treated myself and friends with respect and courtesy AND they know what they ae talking about. Which in turn keeps us coming back to their stall every year.
 
#3 ·
Calling GP Today

Yeah, I was hoping to avoid the trip to Ajax (only marginally shorter than going to Hamilton from downtown TO). Got a hold of someone at Rev yesterday and asked for the brake pads, told me he'd have to look and call me back. Get a call about 30 minutes later with the Ducati parts I need. When I repeated I have a Triumph, got a "sorry let me look again and call you back", only to be called back and told as a new Triumph dealer they don't really have parts in stock.

Looks like a trip to Ajax or Hamilton for me, realy not getting a good feeling about Toronto's new Triumph dealer.
 
#4 ·
I don't think you should be so quick to judge just yet. I don't think you'll find either of the newer dealers stocking consumables such as brake pads yet. I was speaking to someone at GP at the bike show last weekend and they had said that they don't yet, but once they've established a larger client base (they've only been a Triumph Dealer a coupla months) that they would start to stock standard parts like that.

I'm sure it's the same situation for REV. In fact I did stop in there about 5-6 weeks back to have a look see and was greeted quite well. Everyone there now was quite enthusiastic and eager to become a bike only store and very willing to talk bikes. In fact, when I stopped in they still had all the Lamborghinis on the floor.

It does look promising though. The service area looks like it is going to be a top notch facility. They're even having a bike dyno put in.

I'm like you though, it'll be nice to have a dealer close enough to walk to for a change so I hope it works out. But a dealership is all about the people and I hope they don't wind up with any duds. It only takes one bad experience with one person to turn a person off a shop altogether.

They had originally been targeting late april for their grand opening but just keep an eye on the website for when it's going to be and stop by then. I'm still hoping for the best.
 
#5 ·
Just wanted a confirmation first. Are you guys saying that these are new Triumph dealers and have bikes in inventory but no parts yet ?
I cant even wrap my head around that because I have been a small bealer before and there was always a certain amount of Popular parts that you were required to stock as part of becoming a dealer. That was with motorcycles asleds and small engine stuff as well. I wonder if this is the dealer or Triumph that dropped the ball?
 
#6 ·
When I called looking for brake pads for my 03 Sprint ST, I was told they don't have any in stock as they just became a dealer. All I know is I ended up driving 45 minutes to Ajax to get the parts from GP Bikes. Not real impressed with them as a dealer. Don't know if it'll get any better, but I hope so. It would be nice to have a dealer 1km from my house.
 
#8 ·
Don't get me started on the idiots selling HD next door. i went in a few years ago when the Street Rod was released to see one. I rode a pal's v-rod, loved the engine, hated the ergonomics, so I thought the street rod would be perfect. Went in and asked the first salesgirl who came to help about seeing one. She asked me if it was a new T-shirt I was looking for. I said no, it's a bike, and sent me over to a table of sales guys drinking coffee, who without getting up told me they'd get one in about a month and I should leave him $10,000 deposit as the one they would get would be sold before it arrived, so if I wanted it... I told him to sod off, thanked him for the service and left. Worse customer service I've ever received, by miles.
 
#15 ·
I bought my 2007 Bonnie in Altanta and imported it in May. Tried GP but wasn't that impressed with their Triumph knowledge. They were helpful for a new helmet though and other stuff.

I hate to admit it but I ended up at Buck's for some bits and pieces and was really impressed. Knowledgeable and helpful. But a long way to go for service.

Cheers
 
#11 ·
As chance would have it I was in Toronto on business the week before last and visited Rev on Front street just to see what's what.

The manager had just returned from England from the dealers conference and we chatted at some length about various things including customer service and the importance of reputation; especially given forums like these.

He seemed to sing all the right songs about how they strive to pay attention to the little things like responding to issues and stocking common parts etc as I have heard of the same complaints about our local dealers from time to time.

I cannot recall his name but I would bet if you asked to speak to the manager/owner he would bend over backwards to make sure his shop is doing what it can to keep the customer happy.

Ted
 
#12 ·
Funny you say so, Ted. It was a call to their GM, Kevin - if that's who you spoke with - which was one of the calls never returned.
I must admit the staff is very friendly, but after my cash was laid out their interest in seeing the bike out the door seemed to wain.
 
#13 ·
I had one of my bikes in for a minor service that I probably could have done myself, but one of my track day pals gave me the idea to use it as a test to see what kind of service I got. I'll admit I'm spoiled when it comes to bike service at BMW Toronto, nice lounge, coffee/water/soda, toys to look at, shuttle service to/from home. While REV was nowhere in that league they did a great job, on time, and even a bit less $$ that I figured they would charge me. My opinion on them is starting to soften a bit as I had nothing to complain about my recent experience.
 
#17 ·
down the toilet...

Yeah I've got to admit I'm really not at all impressed with REV. Someone smashed my bike while trying to steal it over a month ago and I needed a new right fairing. My body shop called and ordered it from REV... REV never bothered to order it, never called back the shop to tell them they didn't order it, and when the shop called them asking about started crapping on them telling them Triumph doesn't make fairing panels for '03 Sprint ST anymore. A quick phone call to GP Bikes in Ajax and low and behold the part is on order, no problem in getting it from Triumph.

With this kind of pathetic service I'm feeling the need to contact Triumph North America to let them know the way their dealer in Toronto treats customers and recommend they close their dealer in Toronto.

After I had a good experience taking my bike in to them for a little service this has just soured me on them all over again.
 
#19 ·
Speaking of dealers

Hi,

I'm new to the forum and just found this thread. I just bought a 1994Triumph Sprint 900 (privately) only to discover (too late - naturally) that it has a stripped bolt in the crankcase that spits out oil at high RPM. I've been trying to find a dealer to get an estimate on repairs but so far, no luck. My nearest Triumph dealer is Sturgess in Hamilton (I'm in Welland). Has anyone had experience with them on this serious a repair? Where is Buck's in Buffalo.? I can't find anything on the internet. He would be even closer, although I prefer to shop Canadian when I can.

If I'm out of line placing this question in this thread, please let me know.

Thanks
 
#20 ·
First off welcome to the forum. I don't have personal dealings with either shop you've mentioned, but try the Sprint Forum and do a search of each delaer's name and that should get you some feedback about them. I have phoned Buck's in Buffalo looking for some info/parts and they've been great. I just wouldn't use REV cycles, but I'm sure you've guessed my opinion on that matter. Good luck on the repair.

dave
 
#22 ·
Kevin Davis

As the GM of Rev Cycles / Triumph Toronto, I appreciate the candor posted about our phone procedures and Triumph parts supply, and must admit my disappointment to comments on this forum. Points taken and accepted. In fact, during the spring rush, our phones were overwhelmed. More often that not, we sucked regarding busy signals and messages getting to the correct person quickly. Our politness and product knowledge over the phone is regarded well on other forums and mystery shopper reports sent us but we indeed received many poor comments about on hold, busy signal and poor call backs last spring. As we've grown this year, I think our phone procedures improved by mid-summer, but we have a long way to go. Regarding parts, all dealers must comply to all new dealer standards from parts supply to training, and as a 10 month old Triumph dealer, we've done this. Initial parts orders are just the minimum, however, and as time goes on, we've learned we need more of these and those than we understood last spring when we just started selling and servicing Triumph motorcycles. We just came back from the 2009 Ducati dealer meeting last week at Indianaplois and are proud to win Best Service in Canada... and Most Improved Ducati dealer. Our intention is to do the same some day with Triumph. We hope you stay with us... or give us another try some day.

Sincerely,

Kevin Davis
 
#25 · (Edited)
... We just came back from the 2009 Ducati dealer meeting last week at Indianaplois and are proud to win Best Service in Canada... and Most Improved Ducati dealer. Our intention is to do the same some day with Triumph. We hope you stay with us... or give us another try some day.

Sincerely,

Kevin Davis
:rolleyes:

Great for Ducati customers, not Triumph customers.

Looking forward to an update on improvements to your organization. As Kirk (above) said, we need all the good TRIUMPH dealers we can get.

You might want to take a tour of Sturgess Cycle in Hamilton. These guys have their act together. You don't get to be the oldest motorsports dealer in Canada by luck.
 
#23 ·
Kevin,

I just saw your explanation to this thread. I have to hand it to you for being so up front with the situation. I am a firm believer that honesty is the best policy in business, especially in the long run. It has to be hard starting a new line of motorcycles in the spring when it's busy and I'm sure most of those reading this thread would be able to understand that. I think your openess and explanation will go a long way in winning back customers and quieting the rancor.

Good luck in the coming years selling Triumphs. We need all the good dealers we can get.
 
#24 ·
At least you're acknowledging a problem

Kevin,
It's refreshing to see a dealer admit when they've dropped the ball. However I still cannot believe that someone from your shop clearly stated that Triumph was not making fairings for 2003 Sprint ST anymore and that such a part could not be obtained. This is clearly wrong, as GP Bikes was more than happy for the business and provided that part in less than a weeks wait.

While of course you use this thread to let everyone here know that your Ducati customer's are pleased with your service, I hope you also take some of the information gathered here to review with your staff to help you improve the service received by and the general thoughts about REV cycles to the Triumph owners in the area. It's clear that there are far more dissatisfied customers here than satisfied ones. I do know that people who receive poor service are usually more vocal that those who receive good service, but there is pretty much no one here, save me for a brief period, that gave reports of good service from your dealership.

Might I suggest one way to begin improving things is to hold an open house specifically for your Triumph customers and use that time to establish a RAT pack.

Please feel free to PM me if you would like more information/details regarding my recent regarding poor service experience at REV.

dave
 
#27 ·
new to the scene but not to bikes

heyyyyyyy im an old rider of triumphs of years past just bought a 08 americafrom gp .currently ride a couple of bmw s(84 r100rt&73r75/5)lookin forward to gettin the new girl end of january.im in the newmarket area .like to ride long distance
 
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