I hate to moan, but have too!! I placed an order on Farnham Hondas internet site, the items are shown as 'in stock' but please call before coming in, no problem to me, as it's free delivery over £100. So I ordered and paid in full last Tuesday night, late on Wednesday they refund my money, and popped me an email saying "unfortunately we are not able to supply this product currently" Huh?! Items are showing as in stock on your website?! So I email a calm reply asking why and what's the story? No reply, nothing at all! I ask again, and a week later, still no reply. I called them on Thursday pretending to be a new general enquiry, and asked if they had the items in stock in branch? no we don't have them here, but we can get them in 2-3 days!! So what's that about? Price and stock are still the same today on there website! I certainly wont be gracing there till with any of my dosh, steer clear if I were you.
I don't know the full picture and am sure you have every reason to be disgruntled with the service you have received but again to play devils advocate this evening and being on the other side of the counter. Many dealers are playing catch-up with the Internet and e-commerce. It's something Honda themselves are embracing and are looking to the dealers to do the same. Some have taken it seriously and have employed people to administer the web site and database. Others have not and have implemented web-sites in a half hearted manner with no staff training nor adequate staffing levels unable to provide a current and up to date e-commerce solution. Not wishing to defend the dealer and their lack of communication is also an issue, however everyone makes mistakes it's how they are rectified is important. What was the product as a matter of interest.
I have no issue with problems, but to refund me, and not reply to either of my emails is simply rude IMO. All it needed was a reply saying why? Plus to add i sult to injury there still advertising the items and at the same prices. The items are all Kriega, I am fully aware that these are in stock at Kriega UK, so no supply issues, and as I said, I called and spoke to the store and was told no problem 2-3 days. Poor tbh, when business is hard to come by too. Agreed it's not a fortune, but I won't be hot footing it down there to buy a shiney new Blade!
Unfortunately loads of businesses have web sites showing goods that they do not have, bike suppliers often do not know certain items are not available anymore. I had this last year when I wanted a full akra system for my 06. So many sites had thenm advertised, some even at a discount and many stated in stock...............until i asked them to supply me one and then they found out they are no longer available. The updating of internet goods seems to take a low priority with many companies, i suppose with so many products advertised from so many sources it is quite a large task andone which does not show any instant benefits.
It's a massive daily task that unless someone is employed solely to do then it has to be done when someone has the "free" time. Not too bad in the winter months but summer almost impossible to find the time. No excuses and firms should provide the required staff and infrastructure to provide a service they profess to offer otherwise as has been highlighted only bad customer experience will prevail. (wtf, sorry I seem to have sucked a dictionary up my arse this evening)
Had too many bad expereinces with official dealers who appear too big for their Alpine Stars. Poor customer care with such arrogance which has nothing to do with training just a lack of common decency. Since I service many blades as a hobby the quality of work from these dealerships was a disgrace, some had cracked bodywork, chewed up clutch cable by the fan, radiator not located on its spigot. Many members now shy away from dealers and establish their own clubs with normal bikers helping each other out.
And these places wonder where there business goes and how do I attract new clients, not like this mr dealer. If it was price, then alter the webpage, if it's stock, call me and say there's a delay, IM IN NO RUSH. Fact is that clearly it's neither of the above. As the goods are a available from Kriega, and there current items, if the price is wrong, then: 1. Change it ASAP on ur ad (not done) 2. Call ur customer and explain, offer a middle ground etc, or refund Do not refund, a good translation without any explanation, nor ignore 2 customer emails. I think I'll write to there head office, sad.
Unfortunately it seems web based sales and enquires fall to the bottom of the pile when you have customers at the counter, in the shop or on the phone. In these times that's wrong and dealers need to up their game massively if they wish to compete with other on line retailers who are in a position to provide a quality service. But it costs money. Do write be interesting to see whats the response.
Which has long been the case for both car and bike main dealers. Often cheaper and better workmanship to be had at an indi where more time can be allocated, where corporate red tape doesn't apply where long winded procedures don't have to be followed and where overheads are lower. Honda themselves are aware of the issues and have in the past couple of years been trying to address some of the problems, I know I've been on the training courses. Unfortunately the points they have been trying to address are geared to helping Honda as a business and not the dealer, nor the customer which clearly is an issue as without either they may as well not bother. That's the way I've interpreted it anyway Honda will have another answer, don't bother I've tried. I've seen work done by other dealers and have been shocked on occasion, everyone has a bad day and that includes Honda trained technicians who at the end of the day unless are rewarded for a fair days work their standards/motivation/enthusiasm will drop compounded by having to do things the "official" way results in shoddy results. I'm sure there are some people who will have negative things to say about the dealer I work for. You can't please all the people all of the time but some of the people some of the time.
Sorry Mr B dont agree with your comments about these alleged Honda trained mechanics who might have all the qualification under the sun but have grossly missed out the basic principles of care and attention when servicing. Most of the work is passed onto junior staff without the supervision of the senoir technician which does not reflect the final bill. A top Honda dealership in the South did a full service on a members blade with a hefty bill two days later his rad popped on closer inspection the two pin holes could not have been caused by road debris. The owner was landed with a further hefty bill. Mr Honda is the world's largest manufacturer produce a bike that hardly consumes any oil from service to service yet the following year produce one that drinks oil at the rate 0f 1000 miles per litre which is acceptable in Hondas books tut tut. Someone is pulling a few chains and it aint mine. Bought my bike from new several months later found the stator had burnt out, injector bank not fully butted to the head and rear engine bolt and spacer spinning like a top. Honda and its dealers need to review the power of the internet coz I'm not alone on this issue.
Shame your having trouble, it seems to be happening all the time now. I think some people have lost pride in there work ethic, and are just there for the money, in some way who can blame them. I had "good" outcome shopping on the internet an ebay shop was selling Silkolene pro 4 race for £30 for 4 ltr's then on another page the same oil, same picture for £45, so I called them and asked what's the difference, turned out someone priced the oil wrongly and as I was on the phone he adjusted the price accordingly, but not before I bought 2 of them. They arrived a few day's later.
I have pals that due to poor experiances refuse point blank to allow anyone to work on thier bikes apart from themselves (none Honda riders btw). I too have had what I deem to be a shit service from a main dealer in Kent a few years back (Kawasaki). Within the last month on a ride out a friends bike dropped all it's oil 10 miles after it had been serviced by a Suzuki main dealer, on investigations the old rubber O ring from the filter had not been removed, new one doubled up on top. Luckily only one guy was behind him and neither came off, but was close. I've had good and bad service over the years with both main dealers and independants, both cars and bikes. I now only use one dealer in Kent to service my bikes and travel some distance for the 370z to be serviced. To date, happy so fingers crossed. Think we do need to accept that we're all human and honest mistakes do happen, the key is being honest when dealing with the mistakes!!! In terms of internet shopping. Really simple for me. If you can't provide the service, don't offer it and try to compete in something your not equipped to.
That's OK. I was kind of agreeing with you but guess it didn't come over as such and was just offering a potential reason. I can only comment on my own experience and I as mentioned have also seen poor work from Honda dealers which is inexcusable for any reasons. I will say that our jobs are booked in with the relevant mechanic i.e. I wouldn't expect an apprentice to carry out a major service or diagnostic work unless whilst under guidance from an experienced mechanic but obviously unable to comment on practices at other dealers. I'm also aware of a case where a sump plug wasnt done up correctly causing a catastrophic loss of oil, this was at a fist service the dealer in question replaced the bike, fortunately the rider wasn't harmed. Lets hope Honda and it's dealer network can improve the situation.
To finish this off, no reply at all from Honda, shocking. Then I found a stunning price elsewhere. So I ordered and have now received my shiny new 2012 Kriega bags, all happy here and nearly £50 of off RRP
Glad your happy, shame they couldn't be bothered to assist you. But you'll vote with your feet and sod em.
I contacted them last October about having one of their custom fireblades brand new on finance. Said I had a cbr600rr to trade in. He said - no probs send me your details of the bike to part ex and your details etc and I'll see what we can do. Now I didn't really want a brand new bike but if he had of followed up I would of without a doubt. Anyway - they did not reply and never did even though I chased it up a day later and i got a mint rr7 from Fowlers in Brizzle instead. They lost out on a fair bit if dosh !
