Triumphrat

mtnwinds · 11-03-2005

Hello....TRIUMPH!!.....are you listening???

My local dealer doesn't even know that a heel-toe shifter is available for the Rocket III. After I gave him the part number he was able to find it. No information about the kit; just a line item saying it existed.

Well, that's o.k........I'll just call the office in Georgia and check with them. My question was simply, "What does the kit consist of?"

The guy I was referred to couldn't find a picture of the kit and had no idea what was in it. What's more, he was irritated that I had the **lls to inquire about the contents. "It comes with everything you need. Why do you need to know what's in it?"

Now, is this not a non-sequitor?? He tells me he does not know what's in the kit but he is certain it has everything I need.

Is this typical of your experience with Triumph America? I was too angry to get a name or a title but I should have. That person needs to look for another line of work :hammer:

I've tried to email Triumph about this experience but, interestingly enough, they don't appear to have a published email address. Am I wrong? If someone knows what it is I'd appreciate a heads up. Thanks! :???:

[ This message was edited by: mtnwinds on 2005-11-03 10:28 ]

pbbeck · 11-03-2005

Lighten up, man. :-D I agree that from a customer service perspective, a response like you received is inappropriate. A better response would have been, "I don't know, but I'll find out for you."

But at the same time, how many of those kits do you think they've sold? Probably not too many. And I'm sure that whoever answers the phone in GA is not personally responsible for selling those kits.

[ This message was edited by: pbbeck on 2005-11-03 21:25 ]

SteveRed · 11-04-2005

But that's the point pb... I'm with ole windy on this one, I just HATE ****TY SERVICE!! And mostly i hate apathy! :evil:

Recently I have been emailing WindVest trying to order a screen for my Rocket. I thought the order was placed and waited... and waited... Nothing! I started to email again and got a kurt reply. So I forwarded all the emails leading up to my order and politely told them I feel there had been a communication break-down.

At least they had the courage to offer me an apology and a gift to be sent with the new screen to make up for it.

So now I'm happy with their service because they at least took the opportunity to turn things around.

SteveRed

Bikernoob · 11-04-2005

Triumphs below average dealer network is my greatest single complaint about this brand.

Poor customer service will continue as long as there are people who will put up with it. Pb, your attitude is part of what allows this to continue, and it is by its continuation that Triumph and its dealers will lose many sales to competitors.

My closest Triumph dealer in Chandler AZ has horrendous customer service, so not only will I go out of my way to receive service elsewhere, I will educate others so that they can avoid them altogether. If that means they select another brand that does have good local service than so be it.

mtnwinds · 11-04-2005

Sorry, PB, but Triumph is not entitled to my respect nor are they entitled to my $$$.......like every other business they need to get it the old fashioned way......they need to earn it.

I don't think it's unreasonable for me to expect that a Dealer's parts manager or a Triumph America home office "manger type" ought to know more about their products than I do.

As of now, I'm looking elsewhere and will continue to do so. I have sensed a distinctly "we're doing you a favor, bub, so get in line, shut-up, and wait" attitude since dealing with Triumph.

I love the Rocket III and I'm not giving it back but, as a paying customer, I don't have to tolerate an attitude. :asb:

dougl · 11-04-2005

Quote:

On 2005-11-04 14:15, mtnwinds wrote:
Sorry, PB, but Triumph is not entitled to my respect nor are they entitled to my $$$.......like every other business they need to get it the old fashioned way......they need to earn it.

I don't think it's unreasonable for me to expect that a Dealer's parts manager or a Triumph America home office "manger type" ought to know more about their products than I do.

As of now, I'm looking elsewhere and will continue to do so. I have sensed a distinctly "we're doing you a favor, bub, so get in line, shut-up, and wait" attitude since dealing with Triumph.

I love the Rocket III and I'm not giving it back but, as a paying customer, I don't have to tolerate an attitude. :asb:

You're right. My dealer is great. If he doesn't know about something, he'll find out.

pbbeck · 11-04-2005

Don't get me wrong... I completely agree with Windy, who has brought up a valid concern. I'm the last person to put up with bad customer service and I've already sent a heated letter to Triumph USA and a scathing evaluation on the official "Customer Satisfaction Survey" regarding the abusive treatment I received by the owner of South Bay Triumph in Lomita, CA. And I do mean abusive in the most literal sense.

My first response to your post was mostly getting at whether one idiot in Georgia should be used to represent Triumph USA in its entirety, but the more I think of it, the more I realize that it's not just one person who has a story like yours – i's everyone I know who has dealt with Triumph (mostly at the dealer level.). The more I realize you're right.

And yes... if Triumph is paying that idiot to answer the phone, then I suppose he does represent Triumph USA in its entirety.

mtnwinds · 11-04-2005

Hi, PB. Triumph USA is paying a courteous young lady to answer the phone in Georgia. She referred me to the 'expert' who was too threatened/insecure to admit he did not have the information he should have and tried to blame me for asking for information which, in his opinion, I had no need to know.

I'm wondering how long it will take some of the creative vendors who have swamped the market with parts for other bikes to start pumping out Rocket III goodies.