Cycles 128 Sucks Again

[jwm2k3]

Hi, Im John. I work at Cycles128. Upon seeing this thread today I went over to the service department to ask about this. I would like to paint a picture as to how it was look at from this side. Keep in mind this dealerhsip sells approx 150 to 200 units (bikes, watercraft, ATV's, etc.) per month. Each one of those has to go through the service dept for prep, repair, etc. In addition to the ones we sell, the service dept has hundreds of their own customers per month who bring in their bike for servicing. Then they also have the thousands of people per year that need a state inspection sticker. The point Im making is that there isnt too much free time or just hanging around time.

So, Melissa, as you state you believe your battery is junk, and had to jump start your bike. OK, you should have it tested. A multimeter costs all of $12, but not everyone is expected to have one, so ok. You and your group ride into Cycles128 and park the bikes. Some guy from your 'group' walkes directly into the employee only technician area, interupts a tech and asks to borrow a multimeter. What? Who are you? Then you yourself deal with Dave Nugent, who is the service department manager. Dave is a California style completely relaxed type of guy who I have never heard raise his voice or be sarcastic or rude in any way. Its just not him. Me? Im as sarcastic as anyone. Dave? No. So at this point you want this service department, who I remind you works on hundreds of bikes a month, to stop what they are doing, take your bike in, remove the battery, put it on the tester, all for free? And in only 15 seconds as you state. You are offered to have us do it, but its not free. You are also given a 'quick self check' option to see if the charging system is working by watching if the headlight gets brighter when you rev it, that means the charging system is working.

1. Do you go into a car dealer with your car and ask to use their tools?
2. Do you ask and electrican or plumber to use his tools?

And if they let you do you ask them to stop their current job and help you? For free?

[jwm2k3]

15 seconds of his time and he could have gotten the store a positive review for once...

BTW - my battery is under the gas tank so it would take a bit longer than the time it took to write my post.

Your Honor, no further questions.

[BLACK SQUIRREL]

Sorry John I am a bigger fan of one sided stories,

They are more entertaining.

[Awesome]

Your Honor, no further questions.

Further question right here. Does the battery have a battery tender lead on it that any monkey could stick a multi meter on to test the battery in 15 seconds.

What you're telling us is cycles 128 is too busy, and doesn't have time for customer service. Works for me.

[jwm2k3]

Further question right here. Does the battery have a battery tender lead on it that any monkey could stick a multi meter on to test the battery in 15 seconds.

What you're telling us is cycles 128 is too busy, and doesn't have time for customer service. Works for me.

Dude, did you not read any of that? Of course we would have helped and offered 2 situations to do so.

[Awesome]

1. Do you go into a car dealer with your car and ask to use their tools?
2. Do you ask and electrican or plumber to use his tools?

And if they let you do you ask them to stop their current job and help you? For free?

I can walk into any autozone and they will happily come out into the parking lot and test whatever I think might be wrong with my car. For free.

[Awesome]

Dude, did you not read any of that? Of course we would have helped and offered 2 situations to do so.

I read every word. Go check if the light gets dim or pay us is what I read after your intro paragraph of, "we have plenty of business, we don't need yours"

[jwm2k3]

I read every word. Go check if the light gets dim or pay us is what I read after your intro paragraph of, "we have plenty of business, we don't need yours"

Whatever. How does the tech afford to buy his $350 multimeter? By working and helping. Not by loaning it out to some guy.

[PPS26]

flate rate for a battery on a fz6 is .4=24 minutes 15seconds seems like a strech

[ThisBitch]

Yeah... so here's the thing: Perception is reality. Even if a client is invonceniencing you or *GASP!* walks into the wrong part of the shop, its your job as a CUSTOMER SERVICE department to SERVICE the CUSTOMERS. The perception on NESR and in general is that your dealership sucks. I've never been there, but based solely on what I've heard, I'll never do business with you. Perhaps if your service department realized the reputation they have, they would realize the need for them to go above and beyond to change that. In this case, they didn't even meet minimum expectations.

I do things on a daily basis that cost my company money because its whats best for a customer. I know that when that customer gets what they asked for, maybe a little more, they will come back, bring me more money and be loyal. Way to be short-sighted.

[OreoGaborio]

John, you're my home boy.... which is why I gotta say this is an uphill battle you're fightin.

Even if the service guys were in the right, somewhere along the lines it got handled wrong cuz obviously they left unhappy.... and unhappy customers don't listen to reasoning even if it's right... cuz to them it's all excuses.

I waited tables for a couple of years back in college... They couldn't care less WHY you couldn't make them happy, there's only one way to diffuse an uhappy customer & that's to appologize & kiss their ass.

[Honclfibr]

So then he says still can't help you but if you take your battery out we can test it to see if its good for ya!

Wait, so they wouldn't help you, or they would? This is very confusing.

[jwm2k3]

John, you're my home boy.... which is why I gotta say this is an uphill battle you're fightin.

Even if the service guys were in the right, somewhere along the lines it got handled wrong cuz obviously they left unhappy.... and unhappy customers don't listen to reasoning even if it's right cuz to them it's all excuses.

Yeah Pete, I knew this before I even posted. But to sit here and watch a thread grow to XX posts without seeing the other side I cant do.

[OreoGaborio]

I hear ya bro, I hear ya.

[Ericthejet]

[Pittenger5]

Yeah Pete, I knew this before I even posted. But to sit here and watch a thread grow to XX posts without seeing the other side I cant do.

Wow, you really are an asshole!
j/k you're one of the good ones, on a personal note, a couple of the above and beyond things you did before I even thought about buying a bike is the reason I went to you when I wanted to buy it. Things like that work not only in the dealerships favor, but personally since I assume you get commision. Like Pete and Jackie said, sometimes you need to go out of the way to make people happy.
My experience with service there wasnt great, which I will onyl lay 50% of the blame on you guys, but things were made right, and I learned who I want to deal with if i ever need service again, unfortunatly, I dont know his name. But as everyone knows for every 50 satisfied customers that say nothing, theres 1 unhappy one that spreads word everywhere, so sometimes you need to suck it up and make them happy.

[Honclfibr]

I'm still confused, Mr Cycles 128 if I take my battery out of my bike and bring it to your store, how much will it cost to find out if it's good or not?

[Awesome]

Whatever. How does the tech afford to buy his $350 multimeter? By working and helping. Not by loaning it out to some guy.

"hey, can I borrow a multimeter?"
service proffesional - "what do you need it for, what's up"
"well I think my friend might have a battery or charging issue with her bike"
service proffesional - "well, let's check it out"

service proffesional - "here's the problem, my company can sell you what you need, and we can also have one of our skilled technicians install it for you."

Naults has done this EXACT thing for me, and so has wheelers down at the gap without asking twice.

"My bike has a problem."
"let's check it out"

Your stance is, we don't make any money helping a customer, and we're too busy to be bothered with you. Way to go.

[Stoneman]

Melissa - go to Batteries Plus or wunna the auto parts chain stores for your battery. Although in my experience, Batteries Plus is second to none...

Consider the 'coupla thousand' of dollars you've spent there as an expensive and valuable lesson. Then post in this thread every time you spend a dime at any other dealership...

[Kurlon]

I'm going to play Devil's Advocate here... Just for fun. I'm the guy who's bike is on a lift, getting a 6k service, and I'm hoping to ride home on it today. How many times should I let the tech delay my job to deal with '15 second quickies'? Till my bike gets pushed back from the morning till the afternoon, or till I have to wait another day to get it?

There is a balance, you have to consider the other customers that would be affected by your request as well as yourself.

[jwm2k3]

I'm still confused, Mr Cycles 128 if I take my battery out of my bike and bring it to your store, how much will it cost to find out if it's good or not?

Absolutly nothing.

[BMFR6]

i'm not choosing sides but..... sounds like you guys may need to hire more help?

[Honclfibr]

Absolutly nothing.

That sounds like a pretty reasonable level of customer service to me? I certainly wouldn't be dragging a dealership/mechanic through the mud on the internet if they told me they'd test my battery for free as long as I removed it from the bike and brought it to them. Hell, I've done this before in the parking lot. Takes just a few minutes using the toolkit that comes with every bike. I guess I don't see the problem here.

[ff36buell]

Nice, only back for a few and BACK IN THE FRAY!.... It was great seeing you yesterday on my return trip for petes headlight John, cant wait to hear the RC this spring/summer... and maybe you can prove that MV actually exists. BTW that RC8 is siiiiick in the flesh. My stance continues to be that Cycles 128 is very lucky to have you and Chris. Though i'm not in the market, I have sent a few people to Cycles to look at bikes but I tell them ONLY to speak w/ you. Like was said above, I wouldn't walk into the "parts" showroom if Chris wasn't there. About yesterday? it sucks, regardless of the outcome or reasoning. Fact remains that I did drive into a VW dealership w/ my car b/c of an issue that was more me than the car. The tech came out (for free) and checked it out and we had a good laugh about my error. Total time taken? 10 minutes, hell Ive taken shits longer than that. I dont think the customer w/ his bike on the lift isn't going to get angry if the tech goes to take a shit is he?

[jwm2k3]

Nick, whys it always gotta be about the poop with you??