[ShannonG]

I tend to be very loyal to a place once I have made an initial purchase, but the place I bought my bike from baffles me. I was in line at the service counter to make my appointment for my first service, and as I was standing there waiting the service guy took part in a ten minute conversation with the guy in front of me about a part he needed and every single possible option he had for finding said part on a Saturday when the parts warehouse was closed and Tuesday was a holiday. The guy wasn’t buying anything and yet there I stood, waiting, for a really long time. Parts and service at this place are always like that; each customer gets a solid fifteen minutes and they talk about everything, including the weather, while everyone else waits. If I go upstairs and look at clothing I get not so much as a nod from the women who work up there. If I see something I like, I have to take it to the counter and ask to try it on, usually interrupting their phone conversation or magazine reading.
The salesman who sold me my bike is a great guy and always asks me how it’s going when I’m there. The rest of the store is a total writeoff. I have bought everything from them so far; gear, bike, parts for the bike. I am sincerely inimpressed though. How long do I give them before I take my money elsewhere?

[RobbieJ]

I’d have told your salesperson who sold you your bike what the deal is and I’d have already gone to someplace else. That is not very good customer service, whatsoever.

[megaspaz]

If the lack of service and hospitality is an ongoing thing, start looking for a new place to go. At least I would. I go to the place I got my bike for parts and services because they treat me great. If I walked in, wanting to get a part and scheduling an installation, and a situation was like how you described it earlier in the thread, Dan would interrupt that or get a name and number for that guy to call him after the parts place opened, and take care of me and get me on my way. I dunno. Your call though, if they’re the only place that does suzuki maintanence/servicing, you might be hosed. They might be the only place, hence the attitude you get there… But to cut a long story short, I’d be looking some place else…

—
If there’s anything more important than my ego
around, I want it caught and shot now…

[ShannonG]

I just called the Yamaha dealership here (where my husband bought his Aprilia) and they are more than happy to service my Suzuki. Bye bye Valley Moto Sport!

[Rab]

I’ve experienced exactly the same thing at various other parts and service desks.

There’s a lot of arrogance and “attitude” in many motorcycle dealers.

I left a voice-mail message at the parts desk of a local dealer last week (as nobody had answered), requesting a price for an approximately $350.00 part. They didn’t return my call, so a mail-order dealer (9.99 UPS shipping), who was, I’m sure, cheaper anyway, got the order instead.

I vote with my feet and so should you. There are good dealers out there and we should patronize their establishments to the exclusion of the others.

[Anonymous]

One thing to be aware of is that many (most?) motorcycle dealerships are actually run as 3 separate businesses, sales, parts and service. The service department buys parts from the parts department, etc.

If you get good service at the parts department, then use it, if you get bad service at the service department, then don’t use it, etc.

[CBennett]

Awesome, I wont buy from a place with poor service. VERY important to me..their prices are generally higher than what you would otherwise get off the street/private sector..mostly to pay the Bills(rent for the store) and help(employees salaries and benefits) so they sure as heck BETTER have good customer service if im gonna buy from them and support THEIR JOBS..if not i will go elsewhere! great move and glad to see you found a place to treat you right! One thing that I WOULD do just so management knows..you dont have to mention any specific employee by name(unless they were REAL bad) but I ALWAYS write either the manager of the store or even the corporation a letter letting them know that im taking my business elsewhere and why..so that they can either make changes or at least know whats happening at their store.

[ShannonG]

That’s very interesting. I had no idea.

[acidpope]

The thing I’ve found with dealerships, of pretty much any kind (car, motorcycle, gun etc), is there are two types of people in the store. People “in” the club and everyone else. The people who are “in” get treated like family and a free reach-around with every purchase. The everyone else get treated with mostly indifference, like you’re a total moron and in some cases, which can be all too common, borderline contempt (especially if you prove you’re a match for them in the info department). When you aren’t, it’s because someone is kissing your ass because they work on commission. When it comes to these places I’d suggest viewing them as business. You’re not there to make friends (there are plenty of better places to get those) and as long as the job gets done, good enough. Don’t be afraid to order them around. What’s going to happen? You have to find a new place? That was already in the cards, so light that bridge up if you have to.

[ShannonG]

The Yamaha dealership is way better at kissing my ass, and apparently I like that.

[Author]

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