Letter from Triumph

[Networker]

Much to my surprise I got a letter from Triumph Motorcycles (America) Ltd. today. Postmarked 4/24/2006 informing me that while "Triumph is committed to producing the finest motorcycles in the world" recently one of their products fell a little short of the mark and since they really want me to be happy "we are offering FREE replacement panniers for the 2005/2006 Sprint ST to anyone who already purchased an original set."

They then go on to explain why the original wasn't all that great, and how the new ones are.

All in all a very nice letter, telling me to contact my local dealer to schedule an appointment to have this replacement service completed. Signed by Todd Anderson, VP Marketing.

You just gotta love it

[ST-ern]

Yeah, well at least they told you.

[DaveM]

Networker,
I think that is a good thing, they have openly admitted they have made a blunder and are doing the right thing to fix it.

Thanks Networker

Davem

[cm08]

You bet!

Anybody company, can over time, get a product to be fairly reliable. Reliability in iteself is no longer a differentiator.

Any manufacturer that finally figures out that the way to Customer satisfaction and ensuring buyers stay loyal to the brand is by "doing the right thing" and correcting their mistakes, has my vote. I think that companies that do this have greater customer loyalty than those who rarely have any technical issues but do nothing about them when they do.

Glad to hear that triumph is going that route.

CM

[dgilmore]

I agree with that in the most part, but explain BMW to me. It's next to impossible to get them to admit that anything can be wrong with their bikes (and believe me, there often is), yet their following is loyal. I guess they have to be, since they paid so much more than they would for a competitor's bike.

Dave - who's had far more problems with BMW bikes than with Triumph

[Nelson955]

I guess I'm the opposite to you Dave, with regards to Triumphs and BMW's. I've had far more problems with my 2 Triumphs than I have had with 4 BMW's. BMW have been exemplary when it comes to rectifying any problems. Triumph fixed my first ST and its numerous problems, but on the current one, when it came to sorting out the poor finish on several components (paint flaking off, corrosion) and the wildly inaccurate speedo, they have refused point blank to do anything about it, apart from tell me that had I followed the cleaning instructions in the owners handbook, then it would still be in good condtion :???:

I have offered them the chance to inspect my bike ( I only live 120 miles or so from the factory) but they have refused. It seems to me that Triumph are a long way from going the route of customer satisfaction across the board in my personal experience.

[upNorth]

I got the same letter on Thursday - got the bags today. They seem first-rate and the bracketry doesn't detract from the appearance of the bike when bags are off. I'm pleased!

[dgilmore]

Howdy Nelson955,
I have a K1200LT that has had a lot of problems - electrical gremlins, oil leaks, etc. My Triumphs has always been almost trouble-free, and when a small problem did arise, I have a great dealer that really takes care of me. I think that means a lot. I guess it just goes to show that there can be problems with any machine, it's just luck of the draw. I hear stories about all brands having problems, and the lack of recognition on the manufacturers part, but I've always had great luck with my Trumpys.
Here's to better luck with yours,
Dave

[Nelson955]

I've got a great dealer too Dave. I popped in there yesterday to get a new tune downloaded, as I have put the standard can back on, and they didn't even charge me to do it They were very supportive when the problems arose with the finish, but it was the warranty department at the factory who have left a bad taste in the mouth by their refusal to deal with a legitimate claim. The lads in the shop told me that mine was a long way from being the first such claim where they had problems with the warranty department handling it. Such a shame as the ST is good motorcycle.