They have made the right decision, but it seems likely -given their begrudging attitude- that it was due to their knowing your credit card company would have chewed them up and spat them out in a bubble... Happy for you though!
And that's the thing isn't it, that experience, they way they have handled it has now meant they have lost a customer, and probably unbeknown to them it's been aired on a public forum, so anyone reading this thread will probably think twice about dealing with DMC group.
it is a struggle at the moment for business but its the sentiment that your left with as a customer. Years ago i ordered a jacket from a triumph dealer and was sent two and charged for 2. Took one back and spent an hour arguing about them taking it back as i had ordered 2, i hadnt as i explained why would i need 2 in the exact same size i could only wear 1 at a time. From that day i vowed i would never use them especially if i bought a triumph, which i did from another dealer, so loss of bike sale plus servicing all over 1 jacket...
I steer clear of DMC after the bad experience of my mate over h their treatment of him when he had a very easily remedied problem with a brand new Monster. 16k purchase 2 Bob service. He ended up having it serviced elsewhere…..
Reputions take years to acquire and moments to lose… It’s something all companies should have printed on big signs in their offices
Very good statement, might have to use that. Sadly a only takes one bad employee to let down a whole company. Found myself from when I took my 959 for a service to somewhere new, it can have great managers, staff and everything but if you get that 1 person, that business could lose out forever
When I ran my company (design and event production) I always told the staff that if something went wrong for a client then just fix the problem. Yes the client might have been partly responsible or liable but if you upset them then they will never work with you again. If you fix the problem then you can have a quiet conversation with the client about how it was partly down to them, or just look to slowly recover your costs over the next few jobs. That said I did tell a couple of clients that I didn’t want to work with them any more.
Hi guys, as an ex dealer I can see both sides of this, you are quite correct about the consumer rights protecting the buyer in almost all cases like this, it's a bit unclear how the dealers stand though as Ducati do charge an exorbitant restocking charge for returns irrespective of reason to the point of making it not economically viable to return items but force the dealer in to selling unwanted items to recover costs. With increasingly slim margins it is not surprising that dealers are trying to find ways of passing on costs but having said that this is just bad customer service, sometimes you just have to swallow it in the interest of public relations and ongoing customer satisfaction!
