A letter To Triumph UK

[Gavs]

I have just faxed a letter to Triumph UK. I might ruffle some of your feathers out there, if so, sorry. But after reading all these posts and my issues, I thought I would give it a go. Below is a copy..
Triumph UK Sales Manager. Complaints.
FACSIMILE +44(0) 1455 453005

After owning over 20 motorcycles over the years, I have recieved my first Triumph a few months ago from xxxxx Motorcycles NSW. Triumph Sprint ST 1050.
I would like to raise some issues with you. Firstly, I have no problems with my dealer, they have been excellent. My concern is with Triumph’s test and certify procedures, quality control and lack of customer care.

Now, if your company is not monitoring the Triump Rat website.. http://triumphrat.net/modules.php?op...ews&file=index You should be!

There is a great deal unhappy customers including myself, on the faulty screens (bubbling issues) that have been supplied to you by Acerbis and the lack of client updates on them being fixed, not just replaced. Not even a posted message saying you are aware of this. Amazing.
There is also a lot of complaints re your luggage on this model, but I am personally not concerned with that due to the fact I stuck with Ventura, but a great deal of fellow riders are.
I am more concerned with your promise of delivery on my tank bag and cover I bought up front when I ordered my bike 6 months ago and has not arrived. In theory, I can order a African wild animal online and have it delivered faster than you can deliver a tank bag.
There are other complaints, but here I have only mentioned a few, you will see them quickly enough online. Your customers should be raving about your product and planning rides together, not continously posting online long rambling complaints. Any potential buyer of your product would be put off, that is for certain.
The general context online is “ I am fed up with Triumph service. I have given up on Triumph, as soon as I ware this on out it will be my last. I like my dealer, I like the Triumph community, but I'm tired of the company.”

Our American friends are especially unhappy with some chap called Peter Carleo, who seems to be denying there are any issues (see online).

Not good enough Triumph. If you treat your customers like fools, if you ignore the issues with your products or your supplier’s products and do not resolve issues in a timely manner and if you do not communicate effectively with your customers, you will lose them. You will go broke not us. You will be out of a job, not us. Be warned, many a motorcycle company has gone under this way.

And yes, I do expect a mercurial response from you.

Yours Sincerely.
my name.


15 September 2005

P.S. My Triumph is a great bike, putting aside your quality control and other mentioned issues.

[vanpraag]

If, and I say if, you actually get a reply from Triumph, I hope you would post it! Good Luck!

[zore]

I'll second my unhappyness with Peter Carleo. I paid top dollar for a carbon can for my 03 and after ordering 4 of them that all leaked, finally agreed to have a stainless steel one put on. On every site I go to I see a 100 to 120 dollar diffrence between the 2. I call him up asking what he can do for me and he claims they list for the same price. I think it's BS. I can't see a carbon can listing for the same cost as a stainless. Keep us updated.

[pushr0d]

Although no defense is needed for Peter, I think y'all should know that Triumph USA is NOT part of Triumph.

It is in fact, a separate entity. They actually buy bikes from Britain, and then sell them through their dealer network. Any issues with the bikes, including supply of parts and/or accessories, and service must run the route from customer to dealer to TUSA to TUK. Then, whenever Corporate comes out with information, it is then released by TUSA.

So, when irate customers ping on dealerships about leaky bags, for instance, they in turn call Peter. Through the magic of Internet, the customer can contact Peter. He cannot say anything about the bags until he gets some sort of guidance from across the pond.

One other thing to remember is that Triumph is still a rather small company. I'd imagine Honda sells more outboard motors than Triumph does bikes. Therefore they may not be as quick to solve "problems" as some of the Big Guys. Assuming that the Big Guys actually do fix things.

[ST]

I doubt you will get the reply you need by reading the tone your letter portrays, its hard to tell them how many people are complaining when only triumph themselves know the true amount.

triumph do monitor this site, it would be daft not too, after all its costing them nothing for customer feedback whether good or bad.
However they are never likely to post or host threads on here as they will be PM'd to death with 'i wants' and 'its broke again' e'mails.
best of luck.

[Nelson955]

Good luck with your fax, I hope it gets a result for you. But I wouldn't hold your breath. The Triumph warranty department have gone down the pan big time. They are refusing claims for spurious reasons and they appear to be making it up as they go along.

Like you, my dealer have been excellent. They are unhappy with Triumph too, but it seems to make no odds. I suspect I will have to sue them to get satisfaction. And if I have to go that route, it will mean I have bought my last Triumph. Which is a shame as they do make a lovely product, its just a shame they don't bolt it together properly nowadays, or try and fix the problem when it goes wrong. Instead, they blame the customer.

They will eventually reap what they sow.

Bob

[bowillyard]

I have been very frustrated with Triumph UK and Triumph USA. However they did eventually listen and have promised to do something about my complaints. :}

Be sure to mail the letter as well as fax, address the letter to someone at Triumph asking them who to contact about your problem. Email people at Triumph UK, I started by emailing and mailing the letters to the people listed in "Torque" magazine and asked them to forward my email to the appropriate person. Keep your dealer informed.

Good luck

[2ndSpace]

Oh, Peter. that guy has to go! That guy should be the star or the NO commercials.

[bowillyard]

Peter is paid to listen, forward your complaint, and say no if that is the company line. That is his job. When the company line changes Peter will say yes. He has never been rude that I know of and he does return calls sometimes.

[2ndSpace]

Sometimes. In my case he never lifted a finger. Even though I was holding the proof his answer was NO. Polite, yes. Never returned a call, but mine got fixed and Triumph paid. Hope I never have deal with them again.

[ This message was edited by: 2ndSpace on 2005-09-15 13:37 ]