Grand Prix 500
Main Motorcycle: '05 Bonneville Black
Join Date: May 2009
Location: Cincinnati, OH
Other Motorcycle: '12 Daytona 675R
Extra Motorcycle: '78 Yamaha SR500
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Mark (the current GM) and i started off on the right foot until I confronted him with the timing of a service (front end damage after a collision) issue after my bike sat at the dealership for two weeks. Since this was not what was originally discussed , I calmly reporting my displeasure and the guy went on the offensive. The event was handled poorly and his tone marked a new low for customer service. The clincher was his final statement after i made my case. He said with attitude (and i quote): WHY ARE YOU HERE?........
They seem to be descent for sales, but when it comes to service, they may fall short of your expectations. They make claim to having multiple full time technicians , but the reality is that the on site techs are part time (BTW - Bob is no longer there), and the one full time tech is located at the co-owned HD dealer down the street. When the one "part time" on site tech gets backed up, bikes get shipped off to another location and end out going to the end of another techs "que". Who knows how far backed up they need to be before someone makes a determination that your service work needs to be transferred. My bike was in the shop 8 weeks after initial drop off. 8 WEEKS!!! Mark never once contacted me concerning an update or completion date.
Rob Nolan (owner) seems like a nice enough guy and was apologetic after i reported the way i was treated by his GM at the dealership. We discussed bypassing the triumph dealer all together for service issues since these bikes may get shipped to the harley dealer anyway to be worked on by there newly certified triumph mechanic. Rob assured me this would not be a problem , even though the folks at the triumph dealer will tell you otherwise.
I don't want to bash this dealership too hard over my negative experience with one individual, and reviews all state "good" ratings for sales, but my little debacle was way off balance. I would really like this dealer to be successful here in town since its quite a haul to find another in the area. The showroom is nice, well stocked, and the staff seems to be relatively upbeat about the brand. Hopefully, my issue (involving a collision) is the exception vs. the rule, but don't be surprised if you get caught is this loop going from one location to the other and experiencing an unreasonable amount of down time during the shuffle.
If you decide to stop in with your "after the sale" service issues, you may have to prepare yourself to answer the following question: WHY ARE YOU HERE?
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