Customer service?

[Arcfire]

Had the "honour" of having a 1st hand encounter with a reputable bike shop. Bought a less than 3 yr old bike from them 3 months back. On the 1st day of getting my bike it stalled 3 times within 3 hours. To add to my frustration, its able to start up after 30 mins or so each time it happens. The 1st time it stalled i even called up the salesperson who came down to assist me but by the time he reached, it was able to start again. What to do? LL lor... so i brought it back to the shop to have it checked out. Couldn't find anything... So i thought, fine.....

 

Less than a month later it stalled...again. Same symptoms, FI lights up but after i turn it off and on again it disappears. Crank for a few times and FI lights up again. So LL i bring back to the shop. Left it there for a week for them to test ride and try to rectify the problem. But my bike was stubborn and it did not stall. So i took the bike back and nothing happened for the next few weeks. Next month again it stalled, everytime with the same symptoms. Pissed, i brought it back to the shop again. same situation, left it there for a week and nothing happened. LL take the bike back.

 

So recently, it stalled yet again. Since i brought the bike there for 3 times and they were unable to solve it, it was only logical that i bring it somewhere else where i could get a second opinion. So i brought it to my regular workshop to have it checked out. Good enough, they managed to find the problem. So off i went to the shop to tell them about my situation. They only thing they could offer me was to bring my bike over to have the rest of the bike checked out. Now, i understand that it is almost impossible to check for a mystery problem that comes on and off but 3 times did i bring the bike in and they did not even remotely offer to do a thorough analysis of the bike, only saying that no problem they cannot check. Wasn't it obvious enough that it was a problem that had existed from the very 1st day i took over the bike? If they couldn't provide me with a logical explanation for the fault then shouldn't they be listening to my explanation?

 

Even if they were to offer me a reimbursement of 20% of my repair costs, I would have been sufficiently appeased but as with all local shops, that was out of the question.(yeah i know some of you would tell me to dream on)

 

Undoubtly, i have lost faith in such an established company as well as the customer service of most bike shops in singapore. We are a "world class city" with a 3rd world country customer service. It leaves me to ponder how remotely we are even close to having a world class service in our bike industry. Well, at least its another bike shop off my "worth patronizing" list.

 

I will not post the name of this shop as i'm sure the moment i do their whole team of lawyers will be cracking down on my ass demanding me to apologise for the "damage" done to their reputation as they have done with all other good intentional bros. It you are interested to know, you can pm me.

[turbocharge]

pls pm me this "worth patronizing" shop, before i visit sure shop! thx bro.

[nGuOrEn]

PM me leHz.. thanks.

[paiseh]

PM me as well. thanks.

[Cerius]

pm me this reputable shop too

[jonkuek]

pls pm me , thank you

[slowrider]

  Quote

Originally posted by Arcfire@January 14, 2007 01:25 am

Had the "honour" of having a 1st hand encounter with a reputable bike shop. Bought a less than 3 yr old bike from them 3 months back. On the 1st day of getting my bike it stalled 3 times within 3 hours. To add to my frustration, its able to start up after 30 mins or so each time it happens. The 1st time it stalled i even called up the salesperson who came down to assist me but by the time he reached, it was able to start again. What to do? LL lor... so i brought it back to the shop to have it checked out. Couldn't find anything... So i thought, fine.....

 

Less than a month later it stalled...again. Same symptoms, FI lights up but after i turn it off and on again it disappears. Crank for a few times and FI lights up again. So LL i bring back to the shop. Left it there for a week for them to test ride and try to rectify the problem. But my bike was stubborn and it did not stall. So i took the bike back and nothing happened for the next few weeks. Next month again it stalled, everytime with the same symptoms. Pissed, i brought it back to the shop again. same situation, left it there for a week and nothing happened. LL take the bike back.

 

So recently, it stalled yet again. Since i brought the bike there for 3 times and they were unable to solve it, it was only logical that i bring it somewhere else where i could get a second opinion. So i brought it to my regular workshop to have it checked out. Good enough, they managed to find the problem. So off i went to the shop to tell them about my situation. They only thing they could offer me was to bring my bike over to have the rest of the bike checked out. Now, i understand that it is almost impossible to check for a mystery problem that comes on and off but 3 times did i bring the bike in and they did not even remotely offer to do a thorough analysis of the bike, only saying that no problem they cannot check. Wasn't it obvious enough that it was a problem that had existed from the very 1st day i took over the bike? If they couldn't provide me with a logical explanation for the fault then shouldn't they be listening to my explanation?

 

Even if they were to offer me a reimbursement of 20% of my repair costs, I would have been sufficiently appeased but as with all local shops, that was out of the question.(yeah i know some of you would tell me to dream on)

 

Undoubtly, i have lost faith in such an established company as well as the customer service of most bike shops in singapore. We are a "world class city" with a 3rd world country customer service. It leaves me to ponder how remotely we are even close to having a world class service in our bike industry. Well, at least its another bike shop off my "worth patronizing" list.

 

I will not post the name of this shop as i'm sure the moment i do their whole team of lawyers will be cracking down on my ass demanding me to apologise for the "damage" done to their reputation as they have done with all other good intentional bros. It you are interested to know, you can pm me.

Generally in my most humblest opinion, the shop had done their upmost to rectify the problem in your bike and posting such an comment to stir sentiment against the shop is unwarranted.

 

Which explains your lack of guts or rather balls to post the name of the shop in this forum.

 

Ppl like you can never be satisfed even with the 'best of explainations' given.

 

It doesn't surprise me , if and ever if, you had the need to consult a medical specialist to deal with a medical condition you had unfortunately 'acquired' sometime in the course of your remaining life...you will come up with something like this again.

 

What this tells me and anyone reading this post would no doubt do eithier two things.

 

Eithier you come to a realisation level that sometimes 'life is like that' or you can and remain in your 'old hardened ways' and continue to encounter issues along your life and continue to post such comments AGAIN!

[Arcfire]

  Quote

Originally posted by slowrider@January 22, 2007 04:42 pm

Generally in my most humblest opinion, the shop had done their upmost to rectify the problem in your bike and posting such an comment to stir sentiment against the shop is unwarranted.

 

Which explains your lack of guts or rather balls to post the name of the shop in this forum.

 

Ppl like you can never be satisfed even with the 'best of explainations' given.

 

It doesn't surprise me , if and ever if, you had the need to consult a medical specialist to deal with a medical condition you had unfortunately 'acquired' sometime in the course of your remaining life...you will come up with something like this again.

 

What this tells me and anyone reading this post would no doubt do eithier two things.

 

Eithier you come to a realisation level that sometimes 'life is like that' or you can and remain in your 'old hardened ways' and continue to encounter issues along your life and continue to post such comments AGAIN!

Doing their utmost to solve the problem does not equate to solving the problem for me.

If you were in my situation i guess you'll just resign to having a bike with a faulty engine condition which could have been solved IF "you checked the engine, asked them to open the crankcase, stripped the whole bike so that you can inspect every single nut n screw". Everyone knows how to give smart comments after something has happened.

 

Ultimately, whether the shop did or did not do their best does not mean they can sell a faulty machine as one which is in good working condition and expect the customer to take everything they say as the truth. I was sold a faulty machine and that was a fact. They couldn't find the problem which someone else finally could was also a fact. They negated the logic behind the explanation for the fault was also a fact.

 

Thank you for being concerned about my health, I've in very gd shape now can I certainly can deal with my own medical conditions.

 

If everyone was satisfied with what ever mumbo jumbo explanation, how do you think we can be as hi-tech as we are today? Inventions did not come about by just accepting explanations. They came about by finding the truth. Or do you still believe that the earth is square?

Its the very reason y there are so many people getting chopped of their hard earned money doing repairs like overhauling their engine or changing their battery when its only their starter carbon tat needs changing. All because of illogical explanations used to confuse the ignorant.

 

I can accept explanations, as long as they are logical. Let me ask you a question in return:

 

If a crankshaft position sensor was giving a wrong output, is it a mechanical or electrical fault?

[hailang_82]

You can only say their skills is not up to mark. Cannot say no customer service.

 

Did the chicken come first or the egg?

[Arcfire]

  Quote

Originally posted by hailang_82@January 24, 2007 12:42 pm

You can only say their skills is not up to mark. Cannot say no customer service.

 

Did the chicken come first or the egg?

Ok.... So should i call it poor business ethics instead?

 

Either way, them having skills not up to par is one thing. Refusing to admit that the problems i'm having since the very 1st hour i collected my bike has anything to do with what was discovered by my regular workshop is another thing altogether.

 

Here's something taken off wikipedia :

Customers tend to be more forgiving of organizations who acknowledge and apologize for their mistakes rather than denying them. Taking responsibility for mistakes and correcting them is considered an important aspect of good customer service.

 

In my case, they have failed to correct the mistakes they have made.

 

 

Btw, i don't understand what you meant when you asked about the chicken and egg issue. Care to elaborate?

[ArsenalBoi]

world class city? u actually believe the straits times/mediacorp/channel newsasia rhetoric?

[ArsenalBoi]

it all boils down to this fact. obviously u purchased the bike because u wanted a good deal. as with all good deals especially from bike shops there are inherent risks of all sorts of problems with the purchase in this case the bike. Moral of the story : risk free, get new bike.

[kish_garfield]

Well even without this post, alot of us know that bike shops in SG has a long way to go on CS. Thread starter I understnad you sentiments. Sigh....all I can say been there done that and still a looooonnnnnnngggggg way to go.

[wanjai]

I think it will be a bit misleading if you brand all bike shops' consumer service a long way to gooooo....

There are some good post as well. Look at planet motor, Universal motors. Not that bad right?

[Arcfire]

  Quote

Originally posted by ArsenalBoi@January 27, 2007 02:29 am

it all boils down to this fact. obviously u purchased the bike because u wanted a good deal. as with all good deals especially from bike shops there are inherent risks of all sorts of problems with the purchase in this case the bike. Moral of the story : risk free, get new bike.

So i assume you mean that if i were to spend a premium amount of money on a new bike, absolutely nothing will happen to the bike? Let me tell you something, I saw a less than 6 mths old sportsbike had to replace its mag coil cos the screw holding the coil in place dropped out. Risk free? No such thing in this world buddy. Paying more does not mean its gd. Paying less does not mean you should get something that is of inferior quality.

 

 

  Quote

I think it will be a bit misleading if you brand all bike shops' consumer service a long way to gooooo....

There are some good post as well. Look at planet motor, Universal motors. Not that bad right?

 

Yes, i know I may be generalising it. But lets look at it this way, on a gd day, how many complaints about various bike shops would you hear? And similarly, how many praises would you hear again?

 

Lets face it, the rotten eggs in the basket outnumbers the fresh eggs by more than a handful.

[Kutrax]

so what bike did u buy?

[Arcfire]

  Quote

Originally posted by Kutrax@January 28, 2007 06:51 am

so what bike did u buy?

Ehh..... does it matter?

[skybono]

  Quote

Originally posted by Arcfire@January 14, 2007 01:25 am

We are a "world class city" with a 3rd world country customer service.

3rd world country doesn't mean bad customer service bro.

[Arcfire]

  Quote

Originally posted by skybono@January 28, 2007 03:06 pm

3rd world country doesn't mean bad customer service bro.

Roger that. My bad.....

 

Was trying to say that it was not up to expectations.....

 

No offence to the 3rd world countries.

[seancxm]

this kinda 'excellent' shop also have.

 

pls PM me the name of the shop so i can 'visit' it next time.

 

thanks bro

[paiseh]

I have been there b4 once. and once is enough trust me

[seancxm]

wat's the shop name?

[Blahhh]

Most of the motodiams here, the bosses are quite old oready. They didn't come from the generation of "customer's first" or good customer service. Even the mechs I know here mostly come from M'sia. I encountered a few mechs who couldn't even speak english and cusses are a normal thing. How to expect customer service from them?

 

At the end of the day, I take the bike, they do my bike, I give $, they take $ and we both end happy. Sure, customer service in motodiams will improve, but i dun think it be anytime soon.

[Arcfire]

  Quote

Originally posted by FatiGuE@January 29, 2007 09:21 pm

Most of the motodiams here, the bosses are quite old oready. They didn't come from the generation of "customer's first" or good customer service. Even the mechs I know here mostly come from M'sia. I encountered a few mechs who couldn't even speak english and cusses are a normal thing. How to expect customer service from them?

 

At the end of the day, I take the bike, they do my bike, I give $, they take $ and we both end happy. Sure, customer service in motodiams will improve, but i dun think it be anytime soon.

Yeah i do agree that they came from the olden era..... But from what i see, the bosses of new shops have already started to see the light. And with the widespread of the media its too easy to have your reputation brought down. Those who do not understand that will ultimately pay the price.

 

But i my case i feel its i take bike, bike spoil immediately, bring bike back 3 times, they cannot find problem, i go other place, i find problem, i fix problem, they should pay me back. There is no reason for me to be paying for something which they should have fixed, whether or not they can find what is causing the problem.

[paiseh]

He who adapts wins.

 

but there are some shops, good customer service, but normal servicing sucks