Pro-Italia service - Ducati.ms

nog00der · Aug 27th, 2008, 3:54 pm

well im not gonna go and bash pro-italias customer service... YET.

so i took in my bike yesterday for its 1000 mile service. i rode it there and waited for the service at the shop. i ate a sandwich and drank a 7UP. a few hours later, the service writer guy, who is normally pretty cool by the way, came up to me with the invoice. so he hands it to me and as he's walking away sais "oh by the way, one of your scoop mounting tabs was broken."

so i respond "hey wait a sec, what do you mean?"

service guy: "well ya it was broken when the tech took it off. didnt you say youve taken it off before?" and he keeps walking away.

me: "yes, ive taken it off, but i know for a fact it was not broken"

service guy: "oh." and he disappears into the service area.

so i pay and walk out to my bike. holy fuck! sure enough the right side scoop has have of the bottom tab missing! i leave anyways pissed. so about halfway home i notice the front of my seat kinda pooching out. i look down closer and neither of the slotted sections are locked into the bolts they are supposed to slide into. what the fuck??? the guy didnt even put my seat on!

so when i get home i call and now apart from the aloofness i got from the service guy, now im getting attitude as if its my fault. so i got off the phone pissed and then called back. i remained calm and explained what happened to someone else. he offered me 10% over cost on a new side panel. WHAT THE FUCK? i didnt say that, but i made it clear that that wasnt going to fix something that was not my fault. he said he would call me this morning and as of yet i have not heard anything.

now. you may be thinking "what the big deal, just a little broken tab?" well you may or may not know, that i have been trying to find someone willing to trade me their black bodywork for my red. what i have now is a worthless trade! the panel is probably worth all of $39.00, Ducati sells it for $349.00! and i did not break it!

ill let you know how this unfolds, because pro-italia can either make a very loyal customer out of me, or they can insure that my hyper never sees the inside of that service bay again. ill leave it up to them now...

ak57 · Aug 27th, 2008, 4:04 pm

sorry for saying it but this sounds like PRO-AFGHANISTAN to me!

pops65 · Aug 27th, 2008, 5:58 pm

That is an interesting story. When I had my bike in for service at So. Cal. Ducati in Brea I was BS'ing with the mechanic and casually mentioned that I had broken a tab on the tool roll side but fixed it with some hot glue. "no harm, no foul". He became visible upset and wanted to give me a new one under warranty which I declined and actually had to argue with him about wasting Ducati's money. I guess some Dealers are more customer orientated than others.

nog00der · Aug 27th, 2008, 6:01 pm

Quote:

Originally Posted by pops65

That is an interesting story. When I had my bike in for service at So. Cal. Ducati in Brea I was BS'ing with the mechanic and casually mentioned that I had broken a tab on the tool roll side but fixed it with some hot glue. "no harm, no foul". He became visible upset and wanted to give me a new one under warranty which I declined and actually had to argue with him about wasting Ducati's money. I guess some Dealers are more customer orientated than others.

now im really mad! maybe i go down to brea...

pops65 · Aug 27th, 2008, 6:09 pm

Quote:

Originally Posted by nog00der

now im really mad! maybe i go down to brea...

I guarenty you won't go wrong.

AZ_Scott · Aug 27th, 2008, 6:20 pm

I'll reserve judgement of PI until you arrive at a conclusion to the story, but...

Let me just say in general that I find it unbelievable how some businesses don't seem to get the whole "customer service" thing. If you're in the business of selling goods and services to the public, your PRIME OBJECTIVE is to make each one of your customers think he's your favorite!

I get so fed up with business owners who can only see short term gain, at the sake of long term success.

The old saying is so true: Treat a customer right, and he'll tell his friends. Treat him wrong, and he'll tell everyone!

Good luck getting PI to do you right...

pchmotoho · Aug 27th, 2008, 6:51 pm

In my experience with the authorized Ducati dealers from Santa Barbara to Torrance out to Beverly Hills, Pro Italia has been the best. Other ones I have talked to have been a nightmare. I have not dealt with So. Cal Ducati they are to far away for me but I have heard good things about them.

nog00der · Aug 27th, 2008, 7:02 pm

Quote:

Originally Posted by pchmotoho

In my experience with the authorized Ducati dealers from Santa Barbara to Torrance out to Beverly Hills, Pro Italia has been the best. Other ones I have talked to have been a nightmare. I have not dealt with So. Cal Ducati they are to far away for me but I have heard good things about them.

thats fine and all, but i just want a scoop that isnt broken...

berndt · Aug 27th, 2008, 7:24 pm

I'd send a detailed email to the general manager.
Be polite and descriptive.
I used to be a service manager and customer feedback is important.
Lack of professionalism is one of the sorriest breaches of customer relationships, IMHO.
Keep us posted?
Bill

nog00der · Aug 27th, 2008, 7:51 pm

Quote:

Originally Posted by berndt

I'd send a detailed email to the general manager.
Be polite and descriptive.
I used to be a service manager and customer feedback is important.
Lack of professionalism is one of the sorriest breaches of customer relationships, IMHO.
Keep us posted?
Bill

ok, so i just sent this...

my name is goose,
i bought my hyper from you guys after visiting nearly every dealer within 100 miles and i actually paid a little more than my best quote because i felt right about dealing with your store.

yesterday 8/26 i brought my bike in for its 1000 mile service. i waited in the store while it was being done. when patrick came up with my invoice, he handed it over to me and as he was walking away 'mentions' that "oh by the way you have a broken tab on your side scoop" and quickly disappears back into the service bay. i looked at it flabbergasted and saw that half of the tab was missing. so i went home angry. then i called and asked for patrick who basically told me it was my fault and that i broke it.

i know for a fact that tab was not broken or cracked when i last put it on! and furthermore, if the tab fell off when the tech removed it, i believe he should have mentioned it to me right then and there, while i was standing 2 feet from him, not 3 hours later when the bike was all buttoned up.

so i got off the phone and called right back. i believe i spoke to bill this time who offered me 10% over cost to replace the nearly $400.00 panel that i did not break. then he said he would look into the incident and call me back this morning. that call never came.

i strongly believe this is a warranty issue and that the panel should be replace by Ducati. also, maybe i dont understand the inner workings of your business, but i think it would be safe to say that warranting the part for me would technically be "no skin off your back" if you follow me.

later when i got home i took the panel off and the rest of the tab fell off. it had finished cracking on the ride home.

can you please resolve this for me? it would be the difference between gaining a long time loyalty from a customer who has probably not bought his last Ducati, or losing this customer forever.

i would appreciate your getting back to me as soon as possible, by email or phone XXX.XXX.XXXX

goose