Just thought I would share with you my terrible experience with the company, product and customer services. I bought a 2nd hand engine gaurd off their ebay shop. It was described as 'in good condition' and had been on their demo bike. I still paid around £80.00 inc post. When it arrived it was marked but more to the point looked bent slightly and did not line up. After a bit gentle persuasion we got it fit and i sent it off to get powder coated black. At the end of October i decided to give the bike a good clean as i dont ride during the winter and took off the belly pan and engine guard and this is when i noticed the snapped lug. I contacted Touratech UK and they requested pics so i emailed some off on the 8/11/13. After 10 days and not hearing anything i contacted them again to which i got this reply ...'I have passed your information to Germany regarding your part and I am waiting for response'. I heard nothing back and contacted them again on the 2/12/13, again heard nothing back so rang customer services, she later phoned back and told me that Touratech Germany hadnt received the emailed pics as they were having email issues and would send them again. I decided to wait till after new year before chasing them up. After a few phone calls back and forth I got this reply 'I have still not had a response back from Germany regarding this matter. I have spoken with my Boss and he has said that if you order any other Parts from us we can offer them at a discounted price. I apologies again for the delay but I thought it best not to wait any longer for response from Germany. If you require any further information please do not hesitate to contact me.' to be honest if they had said pretty much straight away ... sorry theres nothing we can do i could have lived with, but after all the messing about and and then to end it the way they did i was a bit pi**ed off. I don't know if I have any rights as the guard was 2nd hand but I really expected better service
I would keep on at them......discounted further purchases - no thanks. Full refund (a) for the defective item and (b) in compensation for the bloody poor service. Pick up the phone, 01639 841765.....ask for the name of the CEO and ask to be put through to him Good luck. By the way.....a few searches on ukGSer and other forums and you'll see they have a rep for poor after sales service.
You might also want to try paypal, I appreciate it's been a while since you first purchased the item but you did initially register your first problems with them quite early on, it's only been the fact they've delayed for such a long period that things have only come to a head now. could be worth a shot
Have to agree with PeterT that I would take it to a friendly welder and get it fixed much cheaper than a replacement part and all the hassle and stress of dealing with them.
+1 on that one paypal seam to have some clout when it comes to refunds. Bang goes the powder coating.
If he returns it for a refund, he'll not have powder coating. If he returns it and gets a new one, he'll not have powder coating. If he returns it and they weld it for him, I very much doubt they'll re-powder coat it for him.
DUCATI MULTISTRADA 1200 - RADIATOR GRILL & OIL GUARD | eBay £33.55 and £8.50 P&P for both oil guard and Radiator, cant be bad
