Triumphrat

sykerocker · 02-19-2008

Back last November, Banshee, my very beloved 1995 Triumph Trident, finally broke down – the starter clutch gave up the ghost. I can’t really complain, as this is the first time in 13 years and 97,000 miles that I’ve had to put anything resembling serious money into the bike. Of course it went to Millerbuilt Small Engines in Lynchburg, where all my service work has been done since Jim Howell retired.

For those of you who’ve never been near the place, Millerbuilt is probably the oddest Triumph dealer out there. For starters, he’s the last surviving original Hinckley dealer east of the Mississippi. Triumphs take up 1/3rd the showroom floor. The other 2/3rds is . . . . . . Toro/Wheelhorse lawn and garden, Stihil chainsaws, and other major brand lawn and garden machines. It’s been the core of his business for decades, and quite frankly it’s the reason he was able to afford to take on Triumph. Lynchburg, VA (as in Jerry Fallwell) isn’t exactly motorcycle heaven.

When I dropped the bike off, Bill mentioned that he was having a rough time with Triumph of America – for starters, they didn’t like the lawn and garden stuff taking up the showroom. Didn’t fit in with the current company self-image, or something like that. We talked things over, and no doubt ToA has their own side of the story, so I won’t go into any details.

Dropped by today to pick up the bike (I’d told him to take his time and do the job in between the important lawn and garden stuff – the older I’m getting the less inclined I am to ride in the dead of winter), and all the Triumph stuff is in the process of being packed up. Triumph’s pulled the dealership.

Like I said, Bill wasn’t exactly running what passes for a regular motorcycle dealership nowadays. He didn’t carry t-shirts. Doubt if he sold too many Triumph-line riding jackets. Hell, the only Triumph watch that ever left the case was the one he GAVE me as a thank you for bringing in a customer to buy a hundredth anniversary T-100 Bonneville that the first customer had bugged out on (little communications mix-up due to the Hinckley fire). About the only thing Bill did was sell motorcycles at a good price, provide the best Hinckley shop east of the Mississippi (no, this is not just personal opinion, I can remember other dealer’s warranty jobs being shipped to Bill when the problem was too complex for the original dealer), and treat his customers in a very straightforward manner. No frills, nothing trendy, just good service.

Obviously, this is not good enough for Triumph America anymore. A somewhat shabby, obviously mechanically oriented shop doesn’t fit into the company image. Then again, from what I’ve heard, the current head honcho comes from Proctor & Gamble, doesn’t ride a motorcycle, and has publicly stated he has no intention to ride one.

Sure this guy isn’t related to Lionel Jofeh?

As for me, this changes a few things. I’d planned to semi-retire Banshee when he finally hit 100,000. That ain’t going to happen for awhile longer. And when it finally does, the replacement is probably going to be a Honda ST1300. Nice bike, and the added incentive of employee discount (I work for a Honda dealer) don’t hurt. Service is going to be a bit more difficult, as I don’t work on anything newer than a Meriden bike. I have a local dealer in Colonial Heights, about 40 miles away. No, I’m not going to comment on them, but I would rather drive to Lynchburg, 95 miles away to have the bike worked on – that in itself probably says buckets. And the next closest Triumph dealer that I absolutely trust is Triumph of Windber, just outside of my old hometown, Johnstown, PA. 275 miles away. Choices will have to be made.
However, the biggest change (especially for those who have known me over the years) is that if you live in Central Virginia, I'm going to talk you OUT of buying a Triumph, due to a lack of competent support in our area. Yeah, Syke is going to talk people out of buying a Triumph. Hell hath officially frozen over.

Thanks for nothing, Triumph of America.

Oh yeah, for you guys out there who still own T3’s: Having pulled the motor and split the cases to do the starter clutch, Bill’s comment on the motor was, “If you keep up the maintenance like you’ve always done, 200,000 will be no problem. Nothing else internally needed replaced.”

hogwylde · 02-19-2008

Sounds like my kind of dealer. Fair, honest and competent.

mdgore · 02-19-2008

I'm not buying another Triumph for similar reasons. The nearest dealers suck and when you complain to ToA they turn a deaf ear. Now they're kicking out a good dealer because he's not following the corporate line. Pretty pathetic. Whenever anyone asks me about Triumph, I tell them not to bother.

roy005 · 02-19-2008

Now that is my kind of bike shop. I understand how you must feel. Those types of dealers are sadly becoming extinct. Today, more and more bike dealerships look like fancy department stores. I am a huge Triumph fan for two reasons: The bikes and my "old school dealer". My Triumph dealer is Ed's Service, Hyde Park, NY. A real old fashioned mom & pop shop. Ed is 70 someting and first became a Triumph dealer in 1957 and again in 1995 upon their return to the USA. He's been in business since 1954. He sells Triumph and Yamaha in a small 2,000 sq ft shop. He is the mechanic (OK, he has a helper). Mom does the books, Daughter does the parts, warranty issues, company relations, and she can do some wrenching in a pinch. Sales & service is excellent. Ed is the Doctor of Triumphology in these parts. He seems to be in Triumph's good graces these days. Many customers just love to visit and hang out on Saturdays. Just don't tell him how to repair your bike! He's got a loyal following of repeat customers and they also come first. I don't think he will ever retire and if he does I too will likely change brands. As much as I enjoy my Triumphs and my sons enjoy their Yamaha dirt bikes I know that at least 75% of that goodwill is due to my positive experience with Ed's Service. I have written to Triumph to tell them so. So, if your dealer is deserving let Triumph know about it. Human nature is that we just contact Triumph on the problems. We need to tell them about the good dealerships too.

road_dog · 02-19-2008

That's too bad... 'cause it sounds like the kind of dealer that a guy could actually trust.

ooobaby · 02-20-2008

So much for the "Go Your Own Way" Triumph marketing sound bite! Too bad Triumph apparently doesn't walk their own talk!

MudTub · 02-20-2008

So sorry to hear a story like this. As I just purchased my first Triumph, I hope that it is not a sign of the times. I do agree, most dealerships nowadays are all about the big impressive store front, loads of ancillary products and little or no customer service.

As a side note, I had looked at many different machines over the past 1-1/2 years, a good majority at dealers, and in almost every case the dealers left me with a cold 'give us your money and see you later' feeling (not just Triumph).

On a second note, as a 3rd generation small business owner, we can just note compete with the big corporate boys, because manufacturers who only want to take 2-4 order a year for big dollars, and don't care if there dealers are actually supporting the end user, making them happy and ensuring return customers. Many is the time that I have lost money on a sale (or more accurately after the sale with support and/or srevice), just to make my customer happy and sell the manufacturers product. I can guarantee that a big box store does not do this, and if the do the return the entire product to the manufacturer and deduct it off the next invoice payable, something I could never get away with.

Sorry, will step of the soap box, this just hit a bad nerve

Shawn · 02-20-2008

I know this is going to go against the common opinion, but this is another post by someone who just joined recently - and hasn't posted anytime before, even though his Triumph has many miles on it.

I don't question the motive to post, but to use Rat.Net as a place to bash Triumph Of America - without previous contributions - is one of my "peeves".

One of the former Triumph Dealers in Arkansas was someone who was primarily in the business of rebuilding auto engines. He was setup as a dealer at a time when TOA was under different leadership, and was looking for dealers with an emphasis on proven business sense.

That hasn't changed, but there has been a refocus on brand recognition and image. Your Trident is a very cool bike, I came from the old-school modular 883cc Triples and still love them the most, but lets face it - Triumph is doing well today because of image. Bonnevilles sell well because of the image they represent, not because they are well-made bikes.

I would have likely enjoyed working with your former dealer as well, but would it have been that much of an obstacle to dedicate the Triumphs to their own floor space and staff?

What you are describing has been taking place worldwide since the fire at Hinckley and change in management structure. It is what Ducati and BMW have always requested of their new dealers. Because if someone wants to ride a motorcycle, there are plenty of used bikes that go fast and inexpensive new bikes that are ultra-reliable; but if you want someone that inspires you, it's difficult to do from a dealer that is too "mixed".

That is why BMW Dealers are in usually in their own floorspace. Why get inspired by an $20k bike if that had Japanese options for significantly less on the same floor? Conversely, why get excited about the Triumph marquee if you have to look at chainsaws while you're doing it?

Don't take my comments as an attack on you, or your dealer. I don't work for Triumph or the "traditional" motorcycle industry, just have an awareness of what it takes to make a dealer profitable - it's not for everyone. Don't blame TOA, they are just doing what is necessary to stay in business.

Hope this helps,

roy005 · 02-20-2008

For sure the economics of the business have changed in recent years. Nostalgia and selfish motivations are a part of my preference for the smaller owner/journeyman mechanic shop. They are truly a dying breed. The motorcycle community will be a poorer place for it. I have always been a fan of Triumph and will continue to be so. Unfortunately, Shawn is right. In order for Triumph to succeed and thrive they have to adapt and establish themselves worldwide on a par with the likes of Ducati, BMW and even the almighty H-D. A well capitalized and business minded dealer network is critical to that success. I just hope that many of them realize that good quality customer sales & competent service is good business. The verdict is still out on that. But that's an individual dealer issue in my mind more so than to ToA. Support the deserving dealers and the rest will shakeout over time.

ooobaby · 02-20-2008

Resistance is futile........you will be assimilated.