63roger63
08-06-2009, 14:50
:mad:...un cliente contento.
Dear Mr Bastable
I am normally a very patient and understanding person but after my experience this morning with your Service Team when I came to collect my bike I feel it is time for me to express my concerns. I bought the above bike from you in December 2008 and was looking forward to some exciting riding. However, you can check your records, the bike has been back to you on several occasions for replacement parts; the headlights were wired up incorrectly, the clock steamed up and had to be replaced and in so doing your mechanic cracked the surround. The starter switch was faulty and caused the starter motor to burn out, the side stand is faulty and I have to be careful choosing a place to park the bike as on a couple of occasions I have had to seek help from a passer-by to raise the bike vertical. More worrying, is that if this side stand was to fail totally would Moto Guzzi pay for all of the damage. The latest problems being the speed sensor randomly selecting a speed and this awful ‘on-off’ effect at 3,000rpm that makes the bike drive erratically at low speeds. I would have thought as part of a pre delivery inspection anyone with a mechanical background would have noticed the faulty headlights, the steamed up clock face and the faulty side stand would have ensured they were rectified before I collected the bike. I bought the bike in again last week as the speed sensor was faulty and the mechanic said he could do nothing with it and would order a replacement. At the same time I was told that all the other parts had arrived, the engine re-cal cams, the clock surround the speed sensor, also the side stand and it was booked in for Friday 5 June to have all this work done. I arrived on Saturday morning at 10am as requested to collect the bike and was told that it would be ready in about 10 minutes. I asked the Service Manager if all the work had been done and she said that I should speak to the mechanic. A strange response as I thought that she would know the position regarding the work that had been carried out on my bike. After waiting for a further hour I asked one of your Parts Team to see if the bike was ready and he came back with the keys and said the bike was ready and that Paul would call me about the side stand in the week. I went out to get the bike and to my surprise neither the side stand nor the clock surround had been replaced. I spoke to the mechanic who told me all he had on the job card was the engine re-cal work; no speed sensor, no side stand and no clock surround. I returned to the shop and spoke to the Service Manager who said that the parts had not arrived, yet the previous week Paul told me that everything was there and we need to do is book it for a day and half to have all the work done. So what I am led to believe here! Obviously someone is not right. I also would have thought that out of courtesy, either Paul or the Service Manager could come out to explain to me the current position. As you can imagine I am not happy and totally disappointed with the whole situation. I have a Moto Guzzi that was subject to a re-cal and I was not told that at the time of purchase; a series of faults that should have been rectified as part of a pre delivery check; a promise that all the remaining faulty parts would be replaced but the work could not be carried out as the parts were not there!The Service Manager did apologise for all the inconvenience and said that she would call Moto Guzzi that afternoon and put in a special request for these replacement parts. I hope that I can rely on this to happen and then finally I can begin to enjoy this bike but the following questions still remain; would I buy another Motor Guzzi and more importantly, would I recommend Speedaway Motorcycles if this is the level of your after sales service!
Yours
A very disgruntled Motor Guzzi owner!
Phil Howard
Dear Mr Bastable
I am normally a very patient and understanding person but after my experience this morning with your Service Team when I came to collect my bike I feel it is time for me to express my concerns. I bought the above bike from you in December 2008 and was looking forward to some exciting riding. However, you can check your records, the bike has been back to you on several occasions for replacement parts; the headlights were wired up incorrectly, the clock steamed up and had to be replaced and in so doing your mechanic cracked the surround. The starter switch was faulty and caused the starter motor to burn out, the side stand is faulty and I have to be careful choosing a place to park the bike as on a couple of occasions I have had to seek help from a passer-by to raise the bike vertical. More worrying, is that if this side stand was to fail totally would Moto Guzzi pay for all of the damage. The latest problems being the speed sensor randomly selecting a speed and this awful ‘on-off’ effect at 3,000rpm that makes the bike drive erratically at low speeds. I would have thought as part of a pre delivery inspection anyone with a mechanical background would have noticed the faulty headlights, the steamed up clock face and the faulty side stand would have ensured they were rectified before I collected the bike. I bought the bike in again last week as the speed sensor was faulty and the mechanic said he could do nothing with it and would order a replacement. At the same time I was told that all the other parts had arrived, the engine re-cal cams, the clock surround the speed sensor, also the side stand and it was booked in for Friday 5 June to have all this work done. I arrived on Saturday morning at 10am as requested to collect the bike and was told that it would be ready in about 10 minutes. I asked the Service Manager if all the work had been done and she said that I should speak to the mechanic. A strange response as I thought that she would know the position regarding the work that had been carried out on my bike. After waiting for a further hour I asked one of your Parts Team to see if the bike was ready and he came back with the keys and said the bike was ready and that Paul would call me about the side stand in the week. I went out to get the bike and to my surprise neither the side stand nor the clock surround had been replaced. I spoke to the mechanic who told me all he had on the job card was the engine re-cal work; no speed sensor, no side stand and no clock surround. I returned to the shop and spoke to the Service Manager who said that the parts had not arrived, yet the previous week Paul told me that everything was there and we need to do is book it for a day and half to have all the work done. So what I am led to believe here! Obviously someone is not right. I also would have thought that out of courtesy, either Paul or the Service Manager could come out to explain to me the current position. As you can imagine I am not happy and totally disappointed with the whole situation. I have a Moto Guzzi that was subject to a re-cal and I was not told that at the time of purchase; a series of faults that should have been rectified as part of a pre delivery check; a promise that all the remaining faulty parts would be replaced but the work could not be carried out as the parts were not there!The Service Manager did apologise for all the inconvenience and said that she would call Moto Guzzi that afternoon and put in a special request for these replacement parts. I hope that I can rely on this to happen and then finally I can begin to enjoy this bike but the following questions still remain; would I buy another Motor Guzzi and more importantly, would I recommend Speedaway Motorcycles if this is the level of your after sales service!
Yours
A very disgruntled Motor Guzzi owner!
Phil Howard