absolutely Chris. But Pete isn't here to defend himself or his business. No one is saying any dealers are perfect, but if the OP has a business and some anonymous guy popped up and criticised it, he might have something to say. Personally I try not to criticise a dealer publicly. I try to build a relationship, get over issues in private and move towards a resolution that leaves everyone happy. Again, my opinion.
well shall I add my experience and get several others to add theirs then Jerry? - I think your last 2 posts are 'putting fuel on the fire' - i'd be more than happy for Pete to be aware of this thread and add his comments as I like to get on with everyone where possible..
I think we should all be free to report a not great experience in whatever (in this case a well known ducati dealer).... JerryXt Not sure why you've taken offence to my views. Look over my views I've been very fair in the way I've reported my experience... I assumed that's what forums are used for.. Sharing our views & experiences between folk who have common interests I.e. Ducati's....
I don't think it is, or it wasn't when I asked a few years ago. I recall phoning that well known dealer that has a name like a knicker shop for service info, they informed me they would be in breach of the data protection act if they gave me any info....:Wacky:
@Chris, I don't know what issues you've had with PT, but you know how much I respect your opinion. I know that PT have their fans and their detractors. @jangol, my point wasn't directed at you specifically. More at this way that businesses can be really damaged by a few words on a forum based, in this case, on a phone call. I've got more Ducatis than I care to admit. Consequently I have a lot of servicing and repairs to do and I share a lot of the work around a number of dealers and specialists around the country. And outside the country come to think of it. Every single dealer or engineer I have used has their own problems from dodgy delivery dates to damaged parts to some very bizarre suspension settings (incidentally, the reason why I use Rob at PT to do my suspension). There's only one guy that I'd never go back to. I've worked at the relationship with every other dealer and I've really benefitted from doing that, both as an owner and as an enthusiast.
I totally respect your opinion also Jerry and I am certainly aware that Pro-Twins have an almost unrivalled reputation when it comes to working on Ducati to a high standard but it's not only this that we all seek is it? Coming full circle, we can only speak as each of us find and best leave it there.
i had issue with them rang with a idle issue on my mutli they made out it was a nightmare job and didn't much care to do it.. so i thought bolexs to them
There are good and bad people, not necessarily good and bad dealers. I think an attitude can become endemic within a dealer though and that hurts their overall service. I had some challenges in my dealings with PT which means they've lost bike sales to another dealer now. Customers are fickle of course but that's exactly why service and long term relationships are important. Bluntly, PT could probably find all sorts of reasons why my issues in my last dealings with them were all my fault not theirs and how I'm in the wrong. That defence is worthless when I take my trade elsewhere. If they know the bike and won't help, that seems odd and speak to Rob there not Pete.
I've been to Pro Twins a couple of times, the first visit I thought they were a bit offish, on the second I was was just treated like twat therefore I will never use PT again, they are a waste of space and I personally wouldn't trust them with a Puch Maxi, any 5 bob, back street spanner monkey will give you better service than Pro Twins
Speaking as a total outsider, and working in a different industry we talk all about 'first contact' with customers and 'one chance to get them to adopt' a new product or idea. It's a very fair point that it's a waste of time trying to phone a dealer on a Saturday, one of my very good friends is a service manager and she is just so busy on a Saturday, she is knackered at the end of the day. Personally, I would have gone in there, had a mooch about, maybe had a chat to some of the guys and got a feel for them, if there was some top up oil or chain lube etc I needed anyway I would have bought it and waited for a slightly quiet moment to try and ask for the info. I am NOT saying you are wrong to be disappointed, just maybe trying to weigh it up. I went into the VW dealer where I live the other day with the missus, spent 10 mins looking at the 'Up' as she wants one, they must have had 10 salesmen in there, they walked straight past us and went to speak to this old 'richer' looking couple that had just walked in. To add insult to injury it's literally the 5/6th time we have been in there and no-one has even said hello to us. I had similar with Moto-Rapido a few times as I went to look at a 1098s on the way down to the other half's parents. I went in a few times on Saturday mornings over the course of a couple of months while I was toying with getting back into Ducati and never got spoken too, not even a hello. Now, there is an even trickier situation as I have had utterly perfect service from them on my last Ducati a few years ago, I can only assume it's the 'Saturday' effect.
I recently bought my bike brand new off them, there are several things I can add, they are very busy, especially Pete, for personal reasons as well as work, but Pete tbf has always put himself out for me, just sometimes he takes a little longer than I would hope. Ducati do not help either, it seems spares and accessories turn up when they feel like it, and Protwins never seem to know when they will turn up. Protwins only sell Ducatis, that is quite rare to have a dealer only sell one brand, and have been doing for a very long time, so they must be getting something right. They certainly have more time during the week. I have heard their service department is very good, and they know what they are doing, and very competitive in pricing, they have to be to get the work as only one brand. It is early days for me, but so far I would give them another chance.
run my own small business and its been said that i have very good customer care skills. but i have off days when there is just to much going on, and it has cost me. once or twice i have phoned customers back and apologized for my attitude. before i bought the multistrada i was looking at a tunno the sales man was a cock, i was looking like a gadgee just back from a week long camping trip and i dont think he took me seriously. off to D.G. stinking and bogin, treated me like a lord 20mins later a deposit was put down. nice.
Though I can understands some people's views of Protwins when you first go in there, they can be offish, they have a lot of time wasters who just want to test bikes with no intentions of buying them, they judge people instantly for the first time, but as I said once they relise I was a prospective buyer they were very helpful, again I think as it is just a small business, it is important to them not to have time wasters abusing their bikes and wasting their time.
You can never judge by appearances. Look at Fin. Worzel Gummidge rides a Ducati. I cant fault their service work or their costs. But their customer service is absolutely shocking. Ive waited ages just to buy some oil or other spares and I mean ages, plus its never felt friendly. WM Snell treat me like a prince whenever I go there. Theyre always friendly and bend over backwards and go that extra mile. Thus they have both my bikes for servicing and I buy all my spares from them. Because its just an easier and more pleasant experience. I wouldnt say that PT was a no go dealer. Its just nicer at Snells. I'd use PT again. I have no problem with their work but theyre just grumpier.
worzal gammdge once upon a time maybe. they used to call me the wirewolfe. now its just yon baldy c..t.
Citing my own experience of them, when I was first looking at a Ducati I went to PT. I knew little about them then but did know I wanted something in the 748 etc. line up at the time. I was treated with total disinterest and after a very unrevealing discussion they let me sit on one, It was a 916 and was very overpriced. The long and short of it is that I went somewhere else and bought a new 998 and they have never had my custom again. To be fair I got no better treatment when I went to what was Ducati London South looking for a new bike again no wonder they went defunct. I had to pay for two test rides on a 748E and also a 998S which I thought was a bit steep. Again I got no real information from them other than the fact they tried to sell me a 998S because they didn't have a 998 biposto in stock! Some dealers know how to treat customers no matter the pressure and some don't. On the flip side I went to the new Ducati Dealer in Croydon recently, and they were extremely polite and three guys from the workshop and the parts manager all came out to chat about my bike and look it over etc. agreed they weren't busy as it was a weekday but they did at least show interest and not disdain. Finally I had a friend who actually worked for Pro Twins as a mechanic and he said they were a nightmare to work with\for, he left because he could not get on with one of them, I cannot remember which one, but apparently he used to throw a wobbly fairly regularly!!! He still remained on good terms with them though. I should say I met him after my own experience of Pro Twins so the two are not linked.
Interesting that as customers a lot of people can see the "saturday" effect but it appears a lot of dealers can't? Surely it should be easy enough to get an extra person in at the weekend...?
