The difficulty is getting someone in on a weekend who knows the weeks jobs and what's been going on. However a 'meet and greet' person who just chats to customers, maybe asks some basic info and makes the customer feel welcome would often not go a miss. It's money though, and that's got to be paid for! I have to say I am easily offended, Triumph totally screwed up a major service on my Daytona having been brilliant for the previous services, I had no coolant in the overflow tank after they 'changed it' and I had to bleed the brakes because as I rode home the lever was coming back to the bar almost. I complained as a friend of mine is the manager there and he asked the mechanics if they want to keep there jobs as he was livid, but doesn't change anything, the dealer took on a ton of staff from a bankrupt dealer 50 yards down the road and I hated the other dealer, so as far as I am concerned a great little independent dealer has just been washed out buy useless idiots.
"I think (and Nelly may be able to confirm) that all service work is logged centrally with Ducati, so another dealer may be able to at least tell you that servicing has been done and when, if not the fine details?" Unfortunately, not Ant. There is a central database for recalls/warranty work etc. but the service history records are with individual workshops, in the service book and with the customer. I keep as much info as possible and have gone back over a particular bikes history with a new customer/owner, but taking a point from earlier, there are data protection issues. What may niggle one customer with not releasing info could be a major issue with another if info was released and they take the legal route....... it's an ever growing problem with the world we live in. Workshops are never easy places to work in, especially on Saturdays but a little patience and a brew can work wonders.
Had another go ringing yesterday afternoon with Pete, again not helpful. His excuse was that it would take 30 mins to dig out the paper work & that if he told the previous owner the belts had been done before he sold it then they must have been done!! Also my 1st call to them last wknd I was told the bike had never been tracked... But the guy I brought it from said he brought from them as a track bike... Alarm bells ringing or what. Someone's telling porkies.... Like I said I was after a little piece of mind after being burnt in the past on a purchase 2 years ago... Not got much confidence in this Ducati dealer. Which is my opinion!! Just wished they could of been as helpful as you folk on here... I will put a pin in this experience & leave it there with them... I tried at least. Will look forward to owning my new bike starting a fresh with servicing history from me the new owner. Thanks again for all your views.
So that's another potential customer lost?, no wonder dealers go out of business, especially if it is self inflicted.
Missing the point Red998. I was after nice to know.. Never said I wasn't happy with the bike. Was after some good old customer service as the thread is all about. Thank for your views though.
There is no excuse for bad service and I feel sorry for your experiences at Pro Twins. In your first thread you mentioned the bike had no service history.Perhaps the guy you got the bike from could provide you with the receipts and invoices he got from Pro Twins for work carried out.at least this would give you some indication of how the bike was looked after.If he can't provide this info,you might begin to question what you have purchased?
There's always a sensitivity in naming dealers direct but the growth of social media means we all share experiences and it's no bad thing if it improves service. I suspect some dealers think we are muppets for buying expensive Italian bikes and no doubt behind closed doors say what they think internally about customers and profits made. There's nothing wrong in citing opinion and experience. Hopefully PT see a thread like this and don't just ignore it as an odd sour grape. I was changing my SF bought via PT back to standard recently and the box of original bits they had provided had missing items I needed. Items I had paid for which now can't be put back on my bike. I'm at fault for not doing a thorough check when the box was given to me a couple of years ago but the principle is still that this isn't right. It speaks volumes that I had zero confidence I could phone and get the missing item.
I bought some stuff from pro-twins before via ebay and gave them a call before paying to see if they had any other shiny things I might like and they were really really helpful on the phone. I guess you caught them at a bad time. The season is just beginning after all
