Triumphrat

Klugman · 11-06-2005, 05:51 PM

To who it may concern,

I bought a 2003 Triumph Speed Triple from Atlanta Triumph Ducati in February 2004. It was a demo bike and had 1,200 miles on it. I ride year round every day as my bike is my primary transportation. I had false neutrals at least twice a week but never thought anything of it. My Bike started having transmission problems back in May of 2005. I made an appointment with the shop I bought the bike from. When I took the bike on June 4, 2005, my troubles began. I was told it would be two weeks before they could start on my bike, because I was late for my appointment. I wasn't late for my appointment. I told them I would be there after work on that Friday since I have to drive 80 miles to get there, and he said I was supposed to be there that morning. OK, whatever, I thought, at least it is in the shop. Two weeks later, I called and nothing had been done to my bike yet. I was told, "We are busy and won't be able to get to it for another two weeks." I got the same song and dance for two months. Not knowing what else to do, I called Triumph's Customer Relations Manager Peter J. Carleo. I told Mr. Carleo everything that was going on and he told me that he was to forward all complaints back to Atlanta Triumph, and that they could take as long as they wished to work on my bike. When I finally went to the shop with my dad the first week of August, they had finally started taking my bike apart. I went to pick it up finally September 15th. I was at the shop waiting until 10:30 that night for them to finish. They didn't label any of the wires on the engine so they had to trace all of them, and when they finally got the bike started it was spraying gasoline all over them because they forgot to connect the fuel rail. Anyway, I loaded the bike up on my truck happy to have it back. The next morning I got up eager to go meet my Father in the north Georgia mountains. I made it about 5 miles when my clutch just quit working. I nursed my bike home, and realized they had adjusted my clutch cable out all the way. I had never had any clutch problems with the bike before I dropped it off at the shop. I took apart the clutch and found that the clutch arm was all worn out, and the shaft that opens the clutch was just slipping out of it. I called the shop, and they said to bring it back and they would take care of it. Three weeks later I called and they said the part was unavailable. (As a side note, not once in the 4 and a half months did the shop call me to let me know what was going on.) I called around and found the part in Iowa. I had the shop in Iowa, Baxter Cycles ship it to me. I called Atlanta Triumph Ducati, and told them I would be at the shop to pick up my bike on the 21st of October, finished or not. I also told them to replace the water pump because it was bad and they had ignored the request the first time I asked in June. On the 21st, I drove my truck the 80 or so miles to Atlanta. Jason, the owner, approached me and told me all the parts had gotten there and it would be done in about an hour. I went down to the shop to look at the new clutch arm to compare it to the old one. Mike the Mechanic told me to get out of the shop. So I sat in my truck and waited While I saw all kinds of customers going in and out of the shop. 5 hours later they had my bike finished. I was charged $160.00 for all the clutch parts, when I expected that would be covered under the warranty. I took my bike home and took another 2 hours rerouting ALL my wiring because they had it hanging everywhere. I have also found several bolts loose on my engine. What else is loose, I wonder.

I have been riding year round for 21 years now. I have owned 10 bikes. I bought my first Triumph in 2000. It was a 1995 Speed Triple. I immediately fell in love with it. I have been singing Triumph's praises ever since. My wife wanted to get a Speed Four for her first bike. Now she wants me to sell mine and get something other than Triumph. I love my bike and will not switch brands. I realize it is not my bikes fault, it is the shop's fault. It is Triumph's fault for not expecting certain standards from their shops.

I don't expect anything from Triumph because of this letter. Please know that I will let people know how I have been treated so that they can avoid the same mistreatment. As businessmen, you should know that continued lack of accountability will affect the future profitability of Triumph.

Thank you for your time, Dan Bruce

vol245 · 11-06-2005, 07:02 PM

Quote:

On 2005-11-06 15:51, Klugman wrote:
I got the same song and dance for two months. Not knowing what else to do, I called Triumph's Customer Relations Manager Peter J. Carleo. I told Mr. Carleo everything that was going on and he told me that he was to forward all complaints back to Atlanta Triumph, and that they could take as long as they wished to work on my bike

Triumph is not displaying great customer service here IMO.

11-06-2005, 07:21 PM

Always vote with your wallet....it would be my last Triumph if that happened to me.

Steve

[ This message was edited by: Shawn on 2005-11-10 19:13 ]

Klugman · 11-06-2005, 07:37 PM

My wife made me look for another bike to replace mine, but I cant find a bike that I like as much as Triumph.

Except for MV Augusta, but guess who sells those?

Youve got it, Atlanta Triumph.

I just wont ever again put my bike in the shop.

bobshields55 · 11-06-2005, 09:10 PM

Quote:

On 2005-11-06 17:37, Klugman wrote:
My wife made me look for another bike to replace mine, but I cant find a bike that I like as much as Triumph.

Except for MV Augusta, but guess who sells those?

Youve got it, Atlanta Triumph.

I just wont ever again put my bike in the shop.

Now don't say never. You could always move to the UK. I am sure my local dealer has a much better reputation.

On-Yer-Triumph
:-D :-D :-D :-D :-D

welshrob · 11-07-2005, 12:50 AM

Klugman, I`m really sorry you had to put up with that ***** from your dealer. Why don`t you place a small ad in the `classified` motorcycle section of the main Atlanta newspaper asking if any other riders have had any problems, you could just ask about m/cycle dealers in Atlanta in general, rather than naming them. If enough people contact you, you might be able to take action through your local `Fair Trading` laws. Dealers can keep getting away with this, because most disgruntled customers don`t bother taking it any further because they think that making an official complaint will mean lots of time and effort with no results. If you can find some other people who are also p!ssed off with Atlanta Triumph, then you`re laughing.
Maybe it`s time someone made them accountable...

:flam:

I`m a very lucky man, I`ve got a dealer 4km from my house who is excellent and another 2 within 80km and they`re both pretty good too.

Jhumphrey · 11-07-2005, 06:00 AM

Klugman,
I too am sorry for your troubles.

It would seem to me that this letter is better directed at the local dealer, Atlanta Triumph instead of the factory. A quick call to the Atlanta Better Business Bureau would get you all the necessary information to lodge a formal complaint against them and also give you assistance in resolving the problem. Sometimes a neutral party can have better luck than interested parties at a sucessful resolution.
Here's the link.

Atlanta GA. - Better Business Bureau

I think you'll find that Triumph does have standards for its dealers, however, the dealers are not franchise owners. Becasue their not franchise owners every single aspect of their business operation is not regulated by the Factory. They are left to rise or fall upon their own merits.

Good luck with your bike, please keep us informed of your progress.

Thunder_Forever · 11-07-2005, 04:21 PM

This sounds like it would be enough for me to go take some serious mechanics courses. These guys obviously have not. Why trouble yourself when you could have started and finished a course and done this yourself in the same time that it takes them to do anything with it.
I have the same problems here in Colorado (not to that extreme) but it has enabled me to perform my own maintenance to a point. The next step is instruction for more advanced mechanics.

Klugman · 11-07-2005, 04:32 PM

I have always done my own maintenance on all my bikes, but this was warranty work.

I have rebuilt two transmissions on hondas, and I know I could have finished this job in less than two weeks if I did it myself.

Live and learn. I learned never ever to trust a shop again. At this point I will be surprised if the president of Triumph will even respond. All I can do is let others know about this Crappy service I have recieved.

Thanks to ALL of you for your concern and advice.

Nickwiz · 11-07-2005, 07:45 PM

Find out who is the head of Triumph's American operation. Write this to him. Also send it to the bike press. Also how about attending a few meets and giving out a leaflet to other Triumph owners describing your ***** treatment by this dealer. If I was you I'd have sat my backside down in the shop until they had carried out the job properly. And nothing short of a policeman would've got me out of there till I was satisfied.

Over here in the UK I suspect Triumph would've withdrawn their franchise. I've known a couple of dealers Lose Triumph's business over here. They seem to be pretty particular about who they let sell and service their bikes.