Your chance to question Michael Lock CEO of DUCATI NORTH AMERICA

[Rainman]

This coming Saturday I will be visiting with Mike Lock of DNA.

Here is an opportunity for you to get any reasonable questions answered.
I will take your questions, ask him and report back with the answers....

So, what would any of you like to ask?
I will be your Oracle, what answers do you seek?

[jneglia]

Sure -- How do I get someone to call me back?

Joe

[eljeffe]

why does it take forever to get parts?

[Duc4S]

What steps is he taking to supply the dealers with parts in a more timely fashion?

What is being done to train the dealers to be more customer service / Ducati oriented?

If (when) there is a problem with a particular dealer - is there an outlet for the consumer to utilize to involve DNA towards the resolution of the issue?

Does he even care about these concerns?

Thanks, Rainman, for taking on this responsiblity!

Regards
-john

[RotoRooterGuy]

Originally Posted by Rainman

This coming Saturday I will be visiting with Mike Lock of DNA.

Here is an opportunity for you to get any reasonable questions answered.
I will take your questions, ask him and report back with the answers....

So, what would any of you like to ask?
I will be your Oracle, what answers do you seek?

Having been on Duc-MS since its beginning, I am sure you have a personal list of things that have come up from time to time. So use that.

Seems to me the biggest complaint is poor dealer service, rude staff, and lousy response from DNA when people complain to them.

My feeling, from reading posts over the years, is that most people with complaints about this or that would be more tolerating and understanding if DNA would fix the poor, rude, and indifferent attitude of the dealers and DNA.

I mean, weeks to months to have a bike fixed? What kind of BS is that.... And when the person complains about it, the dealers say to fcuk off if you don't like it? A crime indeed.

And while DNA will probably have all kinds of explanations and excuses for past acts and current problems, that won't improve sales inasmuch as the consumer will just move on to another brand.

Hey, why are you getting this meeting? Part of your job, a simple request, what?

[YellowDuck]

If you don't mind asking him, I would like to know why in Canada we still pay 30-40% more for Ducatis than you Americans do, when the exchange rate is now more like 10%. I was told by a Ducati Canada guy that the reason is that they don't want previous Canadian buyers (who bought bikes when the exchange rate was much higher) to feel like they got a bad deal. Sounds a bit lame to me. I think we're getting screwed.

[jack]

Ask him if he, or some of his staff, monitor message boards like this one. Can they pick out legitimate complaints/problems and follow them up.

Does he ride (he better)? Does he, or a staff member attend regional events (AMA racing, hospitality tents, demo days, vintage shows ....)?

[Rainman]

Originally Posted by jack

Ask him if he, or some of his staff, monitor message boards like this one. Can they pick out legitimate complaints/problems and follow them up.

Does he ride (he better)? Does he, or a staff member attend regional events (AMA racing, hospitality tents, demo days, vintage shows ....)?

I can answer that one right now.
The answer is simple and negative.

NO!

I already have that on a plate to serve up to him.

Roto,
AMS is having a grand opening in Dallas at their second location.
Mr Lock will be attending, but I want to hit him up on why when one of his employees came here, that he was told to cease and desist.
WTF?

This is the most PRO-Ducati website out on the internet, yet they can't even read here?

I call BS.

[RotoRooterGuy]

[QUOTE=jack]Ask him if he, or some of his staff, monitor message boards like this one. Can they pick out legitimate complaints/problems and follow them up.

[QUOTE]

Good questions.

I had mentioned before about this, that Duc-MS is so big now that DNA should be a member or at least monitor, and even respond to members who complain.

IMHO, DNA should be a member and face the music when people complain. If you calculate in the number of non-members that Duc-MS members influence, the PR potential by publicly responding here in Duc-MS would be priceless [to ripoff the word in that TV ad going around].

I recall Nordstrom's dept. store's corporate policy to accept returns, no questions asked, no receipt required. They did this to let the public know they could have confidence in the Store's product.

Employees [I used to date one] had drilled into their heads that customer service was key to Nordstrom's success.

__________

On being a Duc-MS member, etc., I recall it was known in the fast food industry that the late Dave Thomas, founder and owner of Wendy's would go into stores, wait in line and order food, so to see for himself how the stores looked, and to check on customer service and food quality.

He also required that all managers had to work as a crew person for a few months so to see what it is like in the trenches and even worked shifts himself to see what it was like and to better understand what it was like to be an employee.

___________

DNA should learn from these people. As one Member posted, does DNA monitor this Site, do they care, and if they do care, what's the plan to improve Ducati's piss poor reputation? Or should they simply change their name to and go the way of Fiat?

[stucatz]

This could possibly be the most important thread of the year and with it the reponsibilty of having a positive sit down with him.

I think as an owner we all want one thing, parts availabilty with service, pure and simple.

Last time I looked Japan was further away than Italy, so there should be no excuse.

Before VW entered the N/A market, their potential dealers were forced to keep sufficient parts to build an entire car, it's just good business practice and common sense.

Then again if it was all to easy, then maybe owning a Ducati would no longer become that elusive.