Anyone else had experience with these jokers? Ordered a Ohlins shock on the 12th, promised delivery within the week. 30th October still no shock! Rang there customer service team who told me it would be another few weeks! As none in country balls! LIES LIES LIES!!! Rang another retailer one coming tomorrow three on the shelf lol!! Avoid Demon Tweeks!!! Shite customer service when you consider I was spending over a grand.
That is poor, what I don't get is how they (most big bike bits dealers) lie and treat customers like idiots and seem surprised when you cancel an order and never darken their doors again. Glad your getting one sorted and not giving them your hard earned !
Coincidentally enough, I was just thinking about posting a similar tirade about Motohaus and their woeful idea of 'customer service'. Needed a replacement locking nut for my Ventura rack system so had to go via Motohaus as they're the official distributor (I'm led to believe). They charged just over a fiver for it, which was a bit of a cheek considering it's small size and probable cost of a couple of pence to produce but anyway, it needs to be done so I go ahead and order one. It duly arrived a few days later so I unwrap it and notice that it was not only a used locking nut rather than new but it had quite a bit of damage, probably from an 'off'. Bear in mind the weighty cost for this supposed brand-new component I contacted Motohaus and they seemed apologetic and went so far as to say they would send a new replacement out AND a full refund. "Pretty sweet service", I thought to myself. Cut to 2 months later and after several emails chasing up, guess what - NO replacement and NO sign of any refund! Bunch of cowboys. I'll be steering well clear of them in future.
Dealt with them a couple of times, brought an item from them at the NEC one year when it failed after over 9 months of use they replaced it without question and they've chased manufacturers for information for me. I'm quite happy with my experience of D.T.
DTs are normally OK! HOWEVER I deal with Neil direct tel number did order some parts a while back was told end of week, two weeks later I called to find where they were, no stock, no phone call nothing....pissed my customer right off and made me look like a twat.... I do look like a twat but I don't need any help...
I think you both have hit the nail on the head ie Customer service . Tweeks have always been bad with so called Service people dealing with technical issues without any basic training .£1000.00 on what these days is a luxury item i would think you should be treated like a king .Whos to say you dont have a small race team and may purchase loads more goodies.If there is someone on here watching from Tweeks i would be having an inquest at 9am to find out why this valued client has taken his custom elsewhere.
I guess its down to honesty and your right a lot of companies feel the need to lie to customers to keep them '' sweet '', but in reality it just makes them come and post their annoyance on forums like this, which given the bike industry is a small one, is not good for their repeat custom. I would guess if anybody put into Google '' Demon Tweeks problems '' , this post would come up..... not good.
Yeah ive dealt with Demon Tweeks cars and bikes i always go to collect as only 35 miles from me always done all they can to help
after my experance with a track day orginizer int he past few months you get good and bad from company's but as posted if they tell the truth which many don't about delivery times people would possibly use them again. but keeping you hanging on just pee's everyone off
The old adage is true though - get good service and you'll tell 5 people; get bad and you'll tell 20. Unfortunately too many companies don't pay heed to this any more.
They don't do trade so I don't have a lot of interest in them but I've dealt with Neil for years and he does all he can to get shipping dates and stock data etc for me, from time to time they can get me out of a sticky situation when no stock is at my trade dealers and I just need said item, tbh they have never let me down before and Neil can often do well with price match even compared with trade prices so I'd have to say they offer a good service.. I will continue to use them and have to understand that once in a while these things happen, and I HAVE to deal with a few trade parts suppliers that are always a nightmare! Neil's direct dial is 01978 663044 he's a good bloke.
You have to keep the customer in the loop. Even if it's bad news you have to give them. The most important skill in customer service is expectation management. Find out exactly what they're after. If they don't know, then you must instil in them a reasonable expectation of what you can deliver. I'm in a slightly different position in that my customers come to me with a picture in their head of how they want the final item to look. I then have to ascertain whether that's an acceptable expectation based on the work they're submitting to me and my ability to produce the end result. So there's a lot more analysis on my part than "Is this part available? Can I get it in the time required?", but the principle is the same. It is unacceptable when the client is ignored, hoping it will all come out alright in the end. I flew off the handle some time ago with a local dealership who had my bike in for a fault for three weeks without even contacting me. When I called them, they immediately said. "We don't know what's wrong with it. What do you want us to do?". This was off the back of me ordering a part from them and after a month, once more, I called them, only to be told that it had been there for a couple of weeks. I was incensed by this lack of communication on their part. True, I could have been hassling them every other day on the phone but I believe in letting people I entrust with a task to get on with it and let me know of any developments. And the crux of the thing is that this particular company is extremely well respected in the business and are a great bunch of guys to deal with 99.9% of the time. But they let me down, so I voted with my feet on it. Virtually everybody I have spoken to about it has been amazed that they let me down because they are "such great guys", and that they will always go back, but I wont. I'll still go in there and have a coffee and a chat with them. I'll buy oil and cleaners and stuff off their shelves and I'll agree with those who say "great guys". but I wont give them my bike again. I have no interest in slagging them off or writing to the BBC with a "Why oh Why", I just won't go back. That's what I do if I'm let down somewhere. And, if I'm just an isolated problem, they wont even notice and go on giving great service to their other customers and I'll find someone who doesn't let me down and we'll both be happy. If I'm not and isolated occurrence then eventually, every body else will exercise their right as a consumer too.
I've dealt with Victoria a few times now at Demon Tweeks with no issues. When I ordered my Arrow can, she told me from the start there will be a delay as they had to get one from their supplier. She has said she will help anyone on here with whatever discount possible as long as you deal with her directly & mention 'Fireblade Forum Discount'. Victoria: 01978 663061 [email protected] I did ask about putting this in the Traders section, but as no one from Demon Tweeks would be monitoring the forum it never materialised.
I`ve had mixed service with them. When I had my mk2 escort I ordered quite few parts which took ages to arrive . When I phoned them to ask where parts were their reply was " waiting on stock arriving" ! ... Well advertise in stock for immediate dispatch then ?? . Also ordered a exhaust for it that was never coming and never coming , Again when phoned to ask about it ..... They had taken payment but hadn`t put the order through !!!. Anyway the guy got right on it and it arrived the next day.. Why couldn`t they have done that in the first place ???? When I ordered my renthal sprockets for the bike 2 weeks ago they arrived within 3 days though
I have to say I have used them a few times and have had great service, the bits arrived super quick and when I asked a question on line regarding waterproofs over leather with back humps. I got an in depth and very useful response the same day. So speak as you find but 10/10 from my point of view. Thanks for the info Ray, always nice to get an unexpected discount.
thats a bloody shame they did not get back re the traders. I am talking to a few company's at the moment re traders but nothing that will get in the way of the current traders on here
If you want bad service try Dennis Winters I ordered some new gloves days later no sign of them just phoned, no stock! No call nothing! Been waiting all week.... now have to wait for the money to go back to PayPal....
Hi All, It’s Demon Tweeks here. We are really sorry and embarrassed about this situation and the extended delays on the Ohlins unit. I know both Neil and David were both chasing this regularly and that our UK Importer was also in contact with Ohlins Sweden on a daily basis trying to confirm delivery dates. I was made aware of this situation earlier this week when we could see it going wrong and we were trying to find another solution. We truly believed there were no more units in the UK so we continued to chase the goods from Sweden. We are sorry for the frustration caused by this, and by no means wanted to cause any distress, but rest assured we tried to stay abreast of the situation as much as we could, and keep you informed where possible, albeit with little information to share With regard to the other unhappy situations mentioned, I would be interested to know about your situations in more detail if you were happy to take the time. Please feel free to e-mail more details to me via Demon Tweeks. May I also take this opportunity to say thank you to the members who have posted positive comments, these are much appreciated and I know Neil and Victoria will appreciate these too. Anyway, enough of my waffle, have a fab weekend!
