Cycles 128 Sucks Again

[jwm2k3]

Sir, I want to be unoffensive as possible.

..and this is for your benefit:

There is NO other side than hers.

And to be honest, in this context, where we all are on this foum, you are completely correct.

[ScottyGixxer]

Well then if you or anybody else considers that BITCHING A CUSTOMER OUT then we need to re-adjust a few things.

We gave her 2 options to solve her problem, she decided to take option 3 and post about it on the internet.

You just don't get it. It doesn't actually matter what happened. What matters is her "perception" of how it all went down.

...and to a large degree, you are responsible for the perception, how she feels when she walks out of that store.

So, instead of trying to *defend* (which is a no-no) in the first place. This is what I would have done upon seeing this thread:

Look, I'm completely sorry for what happened, I will make no excuses for our obvious lapse in service in this situation, and hope you can come back to us so we can make it right. In addition, I'd like to invite all members of NESR to stop by for a for a mini-bike night type event next Saturday morning, and provide coffee and Krispy Kreme on the house.

[Pigman]

[OreoGaborio]

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''Sir, I want to be unoffensive as possible.''




unoffensive? little late for that, don't ya think?

[BMFR6]

Look, I'm completely sorry for what happened, I will make no excuses for our obvious lapse in service in this situation, and hope you can come back to us so we can make it right. In addition, I'd like to invite all members of NESR to stop by for a for a mini-bike night type event next Saturday morning, and provide coffee and Krispy Kreme on the house.

[Pigman]

You just don't get it. It doesn't actually matter what happened. What matters is her "perception" of how it all went down.

...and to a large degree, you are responsible for the perception, how she feels when she walks out of that store.

So, instead of trying to *defend* (which is a no-no) in the first place. This is what I would have done upon seeing this thread:

Look, I'm completely sorry for what happened, I will make no excuses for our obvious lapse in service in this situation, and hope you can come back to us so we can make it right. In addition, I'd like to invite all members of NESR to stop by for a for a mini-bike night type event next Saturday morning, and provide coffee and Krispy Kreme on the house.

I think that he will find out when she goes to Billerica Motorsports and gets it fixed without and issue or HASSLE......and spends her 120$ there and post up about the Great customer service they have........and then returns for more parts later in the season.

[jwm2k3]

You just don't get it. It doesn't actually matter what happened. What matters is her "perception" of how it all went down.

...and to a large degree, you are responsible for the perception, how she feels when she walks out of that store.

So, instead of trying to *defend* (which is a no-no) in the first place. This is what I would have done upon seeing this thread:

Look, I'm completely sorry for what happened, I will make no excuses for our obvious lapse in service in this situation, and hope you can come back to us so we can make it right. In addition, I'd like to invite all members of NESR to stop by for a for a mini-bike night type event next Saturday morning, and provide coffee and Krispy Kreme on the house.

Damn dude. Thats good. You're right. Even though I was sorry it happened at all I think I had my panties in a wad from the get go...

How the FUCK do I get out of this shit now? Cant even exit gracefully can I??

[bigred875]

Damn dude. Thats good. You're right. Even though I was sorry it happened at all I think I had my panties in a wad from the get go...

How the FUCK do I get out of this shit now? Cant even exit gracefully can I??

free tires?

[jwm2k3]

free tires?

Not that this is a funny thing, but that made me LOL

[OreoGaborio]

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you could give me the keys to that RC8. I know that'd make me feel better

[BMFR6]

How the FUCK do I get out of this shit now? Cant even exit gracefully can I??

i'll forget i ever saw this thread if you provide me with any make 250f for the price of $2.


i'm sure people will forgive you, but don't take things so personal if it happens again. its always about business, and retaining/creating customers.

edit: apparently everyone else has the same idea as me, but keep in mind I am actually willing to pay $2 for a bike. not just expecting it for free.

[jwm2k3]

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you could give me the keys to that RC8. I know that'd make me feel better

Even if I did there is no battery in it, and dont even get me started on batteries....

[LiononaLeash]

Its not surprising once you think about it a bit.

Obviously, the service industry does not see that it has a large enough revenue stream capable of supporting long term career positions that would provide well for a family. Its not going to attract as many quality people because of this. It has a tendency to create transient positions of lower pay, filled by folks that are rough around the edges who took some short certification courses. The lower earning potential does not give incentive of furthering education, nor inspire one to be the best they can be at what they do because the potential for additional reward is generally low.

Are there good service folks out there? Absolutely, but they appear to be few and far between. They are generally enthusiasts who enjoy what they do more than they care about how much they can earn(or need) for themselves and their family.

The service industry as a whole will continue to reflect what it is willing to, or can afford to pay for.

[OreoGaborio]

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you could give me the keys to that RC8. I know that'd make me feel better

Even if I did there is no battery in it, and dont even get me started on batteries....

are the service guys testing it?

[Stoneman]

Very true. But we are all adults and there has not been any childish name calling.

And that bothers me on so many levels. Disappointing in some ways...

[jwm2k3]

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are the service guys testing it?

Im gunna kick you in the nutsack

[elissama]

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?

The reason I 'bitched' was because your laid back california service guy was an ass. First I asked to borrow a meter - any way possible, please, may have a bad battery. He said no there is nothing we can do to help. Then I stated about having spent money there before and continued working on trying to get help. After repeating myself 3x about having spent money before and if the battery was bad then I would be spending money right then and there to get a new one - That is when he finally agreed to be helpful - A. With the headlight on the wall test. B. With take your battery out and bring it in.

It pisses me off that I had to CONVINCE a SERVICE person to try to help a CUSTOMER.

My bike has leaders that come up from the battery so all I needed was a meter to touch that. No need for the extra work of taking the battery out if they did the simple thing of walking outside with a godamn meter. I'm pretty sure those meters don't take very long to use. I'm also pretty sure that I saw someone further back in the dept sitting on their ass talking to another person in the service dept. OK. So 15 seconds may be innaccurate. Lets say 5 mins - your people have time to talk to one another while not both working (any maybe it was work related) but you don't have 5 minutes to help a past customer?

I did not ask or expect them to remove the battery. All I wanted was the voltage tested and it is beyond aggravating to have to try to convince a SERVICE person to help you.

1. Do you go into a car dealer with your car and ask to use their tools? - no I go to a car dealership and say - I'm a chick and know nothing about what this terrible noise coming out of my car is - could you please take a quick listen / look? - Past experience they have done it no problem.
2. Do you ask and electrican or plumber to use his tools? - Actually yes I would. I've asked to borrow the farriers (guy who shoes horses) tools at the barn before - he says help yourself just put them back. Never met me before in my life - just explained the situation and he was glad he could help. I've also borrowed hammers and tape measures from construction people when working at same site doing different things.

And if they let you do you ask them to stop their current job and help you? For free? - If I need help I ask for it. Usually people are friendly enough to help. Especially if it is something that does not take a lot of time ... like say for instance walking 20ft with a $12 voltage meter, clipping it onto leads, letting me know if its fucked or not.

Before posting I talked with my dad and a few friends. They were all shocked that I had to convince the guy to help me and shocked that they wouldn't take 5 minutes to potentially sell a battery or at least keep a customer who has spent a decent amount of cash there happy.

When I bought gloves, boots, Jackets, parts for dirtbike, parts for atv - I could have gone online and gotten them cheaper. I looked. But I chose to give a local buisness my business.

//end rant / book / whatever the fuck you want to call it.

I lied - one more thing - If the service had been good I would have posted. I raved about National Powersports - the place I bought my bike for their friendly people and helpful atmosphere to many people. When Trickymike changed my tires I posted us about him being the man.

[elissama]

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.

So you're saying that these service guys work NONSTOP during the day? They never take 5, 10, or 15 to chat, relax, take a shit, take a piss? You're saying if you need help and know someone is nearby that should be capable of helping you should say fuck it I wouldn't want to intrude and call someone to load it into a truck then make an appointment?

Fuck - someone could have taken a ciggarrette break and walked out with a meter... by the time they were done with their butt I would have had my problem solved.

[ScottyGixxer]

Damn dude. Thats good. You're right. Even though I was sorry it happened at all I think I had my panties in a wad from the get go...

How the FUCK do I get out of this shit now? Cant even exit gracefully can I??

Well, for starters, I would ask everyone to post up their bad experiences at Cycles 128, *maybe* show it to the owner, and take 5 minutes, once a day, every week, to post in that very same thread, what you're doing to address the issues that led to those complaints.

The internet is a HUGE part of your market, and the owner needs to understand that. It truly is where the rubber hits the pavement.

[ScottyGixxer]

Its not surprising once you think about it a bit.

Obviously, the service industry does not see that it has a large enough revenue stream capable of supporting long term career positions that would provide well for a family. Its not going to attract as many quality people because of this. It has a tendency to create transient positions of lower pay, filled by folks that are rough around the edges who took some short certification courses. The lower earning potential does not give incentive of furthering education, nor inspire one to be the best they can be at what they do because the potential for additional reward is generally low.

Are there good service folks out there? Absolutely, but they appear to be few and far between. They are generally enthusiasts who enjoy what they do more than they care about how much they can earn(or need) for themselves and their family.

The service industry as a whole will continue to reflect what it is willing to, or can afford to pay for.

I agree to an extent. I believe the owner is responsible for setting the "tone" for his staff. Even though wages are lower, the owner can make it a place you want to work in. If there isn't a salary benefit, there has to be an environmental one, and if that isn't there, well, refer to the first post in this thread!

I'll go even further and say, given this economy, plenty of great people out there willing to go that extra mile just to have a job.

[ScottyGixxer]

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''Sir, I want to be unoffensive as possible.''




unoffensive? little late for that, don't ya think?

Taking offense is directly related to the caliber of the person on the other end.

[KB]

Mellissa answer me this:

Why didn't you just go to the service desk like most customers, say you were out on a group ride with a bunch of people, my battery is dead, I need to get home, can you fix my bike so I can ride home.

If in fact your battery was dead and the bike wouldn't start and as you say you would have bought a battery, then would leaving it to get the battery replaced and getting a ride to your house, it's not far from Andover, and picking your bike up when it was done not a viable option.

KB

[PPS26]

this topic has had 95 replies and 741 views already!! whats cool john is that the people who are your customers will be your customers, and the people who come by just to see how bad cycles128 really is and sees the dealership is infact good will be new customers. the thing i hate about the internetsuperhighway is that one time out of thousands someone doesnt like how the issue was handled and it absolutly explodes!

[Pittenger5]

the thing i hate about the internetsuperhighway is that one time out of thousands someone doesnt like how the issue was handled and it absolutly explodes!

Just wait till you see the post I make when I cant go as fast as you on the bike you sold me.

[ThisBitch]

this topic has had 95 replies and 741 views already!! whats cool john is that the people who are your customers will be your customers, and the people who come by just to see how bad cycles128 really is and sees the dealership is infact good will be new customers. the thing i hate about the internetsuperhighway is that one time out of thousands someone doesnt like how the issue was handled and it absolutly explodes!

Why don't you do a search for Cycles 128 and see how many other threads there are about just how much their dealership sucks, save 2 or 3 employees. There have been more complaints about this dealership than any other on NESR that I've seen. If this were an isolated incident, I might be inclined to think someone overreacted, but I know Melissa and know that she wouldn't trash a dealership just for the sake of doing so.