I feel annoyed about this. I suppose that in the scheme of things it's all very minor and doesn't stop the world from turning and nobody has died or got hurt as a result of all this so maybe I'm being pathetic and should MTFU and think about more important things. I had a postcard some weeks ago from the dealer Stratstones (where I bought the bike) reminding me that the bike needed its first MOT on 5 March. The offer was £30 and free collection and delivery - that is a definite plus. The card represented that Stratstone did the MOT, there was some sort of blurb to the effect to trust your bike to the people who know your Triumph inside out or similar. Well I don't entrust my bikes to any tom dick or harry, so I went along with it, and I'd bought a Scottoiler and some shorty levers (remember, the cheap things from Bosco) that I needed to fit, and hadn't got round to it cos I've been away so much, thought Stratstones may as well do it cos they'd have the panels off the bike anyway for the MOT, and as stated free collection and delivery is a definite plus. Remember that Stratstones are the nearest Triumph dealer - 42 miles away in Wolverhampton. I called and booked the bike in at their place for 10am 5 March. I was told that I was first on the list, they'd be out as soon as they opened at 8am. I had to get over to Walsall that day for a business meet 11am. I waited here till 10.15am, no Stratstones. So I called, the service team was unavailable, so I left a message that (a) the bike was outside (b) the key was in a flower pot with leaves over the top and (c) there's a package with the Scottie and levers by our outside letterbox. Just as well I didn't wait any longer... I had to drive damn fast :roll: :roll: on the M54 to get to Walsall by 11.20am (so 20 mins late), got back from Walsall and to my relief they had collected the bike, but then I saw the Scottie etc was still there. Groan. So I called... van driver had forgotten and was mortified. Would send the driver (or else Tom on a bike) tomorrow, will get back to you to confirm. My neighbour had been out shopping and he told me that the bike was still sat there on the driveway when he got back at 11.45am, so much for it being in the workshop in Wolves at 10am. As stated, just as well I didn't wait any longer. Nobody got back to me so I called Stratstones at 5.30pm - I was leaving to go to Tunbridge Wells at stupid o clock next morning (5am) - this is the story of my life at the moment - should I leave the stuff out or not? Was told yes. Originally I'd wanted the bike back asap but as I was going to be down south a few days and busy yesterday it was no longer necessary but I asked for the bike to be delivered to me late afternoon today. Was going out for a ride with a mate at 10am today so wanted the bike back. Guess what... 5.25pm yesterday arvo and no bike, so I called to ask was my bike being delivered this afternoon... answer was no, as 'we sent a text to say bike ready for collection'. Well no, I have received NO text and anyway it was arranged for delivery. Can we deliver tomorrow morning. What time says me. Bloke says I have a few bikes to collect in Bilbrook (suburb of Wolves), then I'm going to Telford, I can deliver after that. What time says me. I explained my morning plans. No can't deliver by 10am, as Harley Davidson (their sister company) have borrowed the van and we need it back so I can go to Bilbrook and Telford and we don't know what time it will be back. It was at this point that I expressed severe dissatisfaction. I am never top of the list, I always have to wait for other people, notwithstanding that had Stratstones not cocked it up to start with on collection and then cocked it up again on failing to deliver the bike then none of this would have happened. Don't get me wrong, the people there at Stratstones are very nice, but the customer service is poor. Piss ups and breweries..... On the phone I asked how I could pay for the job. Bloke told me he'd bring the invoice. I asked how much was it, £161. Well the MOT was £30, so how come fitting a Scotty and a few levers is £130?? I'm no mech but I would have done the jobs myself had I known, I said I thought that you might as well do it while you had the panels off for the MOT. Bloke then told me that Stratstones don't do the MOT!!!! WHATTTT???????? Bloke said they don't have the facilities so you send the bike out. Well that is NOT what the postcard said, if I'd have known that what is printed on it was untrue then I wouldn't have asked Stratstones to do the job in the first place, full stop!!! I thought I was having Triumph experts look at the bike, not somebody I never even heard of!!!!!!! However they are of course VOSA approved and registered etc etc. But I think it's totally unacceptable to say they are going to do it and then to give my bike to somebody else, I don't care how competent they are, I expected Triumph experts and I didn't know that the bike was going off their premises. Had I known, I would have ridden the bike to Pete Jones or the Honda Centre (both do bike MOTs) here in Shrewsbury, and the whole thing would have been over and done with same day ie last Tuesday. As they couldn't promise what time the bike would arrive, all I had was not before 11am, I cancelled the ride. So the bike arrived, at 11.15am (so not too bad). I saw the bill, and called Stratstones to complain about it and they told me that they had reduced it already and refused to release the bike off their van unless and until I paid in full. And they told me they only collect and deliver in a 20 mile radius, so i should be pleased they weren't charging me, well that's not what it says on the postcard, it clearly says free collection and delivery and does not mention a 20 mile radius, I told him it ain't my fault if they're the nearest Triumph dealer and they make claims that they will do the work that I rely on when in fact they subbie it out. Each time I've dealt with Stratstones something goes wrong and I'm made to feel like they don't really care, I'm bottom of the list, and nobody calls me to explain, and yes of course I expected to pay something but not that much!!!! The lack of communication and getting even the most basic things wrong are annoying but it's being made to feel that I'm bottom of the pile, an inconvenience, and, frankly, a pain in the arse for complaining, that I really don't like. It happened last time too, remember when I bought it the bike broke down not 2 miles from the shop, they fixed it but I only got the bike when I did because I complained about being bottom of the pile for deliveries. As stated up tops, it's all small things but it's the 'take it or leave it' that I really don't like.
Isn't that false advertising? If the MOT is not done at Stratstones then that needs to be relayed back to the customer. I can't fault my branch in Leicester. They do everything you ask and more. I know mine was MOT'd there on Saturday cause they have a viewing section where you can watch them in the garage. I wouldn't let them have any more of your business Ed, if nothing else but to make a point that they can't treat people like that and expect return business.
Totally justified imo mate. Not just for the aggro but as you say, why would you ask them to fit levers if they were shipping the bike elsewhere?! Deffo have a moan up to Mr Triumph senior if I were you.
Seriously unacceptable, and very foolish of them to provide you with such a poor level of service... again. Over a hundred quid to fit a scotoiler and some levers seems very steep then robery to hold your bike to ransom. Still, I should think that anyone reading this probably won't be using them if they live local, so well done to them, they gained £100, but have lost way more than that in your goodwill, and reputation damaged in the long run. A pretty shocking tale all in all. Best get yourself on those welsh roads and have a good sunday blast tomorrow! And I'd copy and paste then email your story to the MD of Stratstones, and Triumph themselves if I were you. A full refund and an apology is in order!
I'd be incandescent with rage by now Ed, take it as a compliment that you've kept your calm, I work in a service industry and misinformation or poor customer communication loses us business and reputation very quickly. Personally I wouldn't be using Stratstones again and I would make it my mission to tell everyone in the biking community and industry what a bunch of liars and inadequates they are. Send them a link to this thread as well if I were you Ed. Customer satisfaction is not hard to achieve, be truthful at all times, do it correctly the first time, if you have problems - keep the customer informed, and above all once you have accepted the job any mistakes or delays are completely your fault and come out of your profit. Not exactly difficult is it.
As above, I too would be incensed. Short answer, YES your annoyance in totally justified IMO. An email (or letter) to head office is in order for certain. If they are not made aware of their shortcomings then they can't be expected to address them. I believe you should do them a favour; make them very aware.
Yep, an email is definitely in order, along with a link to this thread and an invite to join up and explain to us why anyone should be spending their money at Stratstones.
I think that's absolutely appalling. I would complain to the head office straight away demanding full refund. And after working in a customer focused roles for the past 8 years it takes quite a lot for me to start complaining because I understand that things can go wrong. This though sounds like misinformation, poor customer service and poor communication so they deserve a proper kick in the ass.
Absolutely justified! Id be mighty pi#@ed off too! My dealer (hughenden m40) said they wouldnt fit any non triumph parts due to insurance reasons. so i had to put my levers on myself. I think theyre prety good for the money.
I have no idea how you stayed so calm Pikeski, I'd be going spastic! Like Legs, I've been dealing with Leicester Stratstone, bought my current bike from there and getting my new one from there too and they are great to deal with. Means fuck all to you as it's even further away but perhaps you could recommend they get some tips on how to run things from the Leicester franchise.
If I'm honest, I think it's just typical of the market, my experience of most dealers is the same, poor. I'd write and complain, and I'd probably state the false and misleading claims that are on the card. These people are a joke, car dealers are the same IMHO. No wonder lots go bust, they have absolutely no idea on customer focus, retention and service. UNBELIEVABLE!! Sorry Ed
