That famous Frasers service - ie lack of - Page 11 - - The Ultimate Ducati Forum
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post #101 of 106 (permalink) Old Oct 4th, 2015, 5:07 pm
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yeah, the managers a little prick as well
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post #102 of 106 (permalink) Old Oct 13th, 2015, 4:12 pm
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Sales and service at concord is excellent, its the attitude of the service department that is the problem every time i get something done there, i and up going in to the salesman that i bought my bike off and give him a spray about what a bunch of arsehole/dickheads they have out the back and how does he put up with it, i cant be the only one that has the same prob every time i come in. I think iwill get a tiger 800 next i like the triumph attitude better, stuff frasers
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post #103 of 106 (permalink) Old Nov 19th, 2015, 6:00 am
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Since they lost their BMW franchise they have become even more heavy handed. They called in a few Ducati lisenses to reduce sales going to other owners. They are not my favourite pepole to do business with. Long term this business approach will hurt them. It would be good for HO in Italy to be aware of many peoples thoughts on them.
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post #104 of 106 (permalink) Old Nov 19th, 2015, 2:27 pm
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wow, any ideas how or why they lost bmw?


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post #105 of 106 (permalink) Old Jan 6th, 2016, 9:17 am
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Interesting reading. I recently had my first experience with them at Concord, the sales guy was ok yet didnt have the best knowledge of the bike but was good to deal with.
I met a handful of them whilst waiting around.
The business manager Martin was a great guy. Laid back & no drama, the type whereby everythings alright.
The parts & acc guy Shane is awesome, he's a car guy & we got on like a house on fire.
The main handover guy (if you can call him that) Frank was excellent. He has the superior knowledge imo. Ask him anything & he has the answer. Ive called him directly a couple of times & he's called back, cannot be anymore helpful.
Then I get to the service desk lol. Fella in the office behind a desk, I called him mr angry & he backed away from it.. told him to smile more. Some people are working in jobs that they dont like or want to, its not a perfect world.
Overall thus far I give my experience a 7 out of 10

Something to note is I received an email from Duc HO in Italy containing a customer number & a survey about my purchase experience. I filled it in & sent it back. Dec 23 I get a phone call from customer service in Italy asking me about my experience with the dealer. I found it odd that they called, I asked why & he said that they have had some varying experiences from customers in regards to them & now they pick a few out that fill in the survey just to make sure. Read into that what you will, I suggest it reflects what this thread is about.. some good experiences, some shocking.

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post #106 of 106 (permalink) Old Dec 6th, 2017, 8:49 am
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Originally Posted by Dr freedom View Post
The parts & acc guy Shane is awesome, he's a car guy & we got on like a house on fire.
Hear Hear.

I called around 4:30pm one day and asked for Ducati Spares.
It went to answering machine and left a message with my name, phone number, part number and quantity required.

After that I was in a mobile/cell phone dead spot so missed two returned calls = my fault.

Next morning was about to call and Shane called chasing up to sort things out.

Sorted and ordered in an instant.

The Shane I spoke to rides an RSV4f and was brilliant to talk to, confirmed the part number, availability (=in stock) and sent what I wanted as Shane said by express post and was there next day.

Unfortunately there are two things for me to comment about.

1 - there is no contact us, which many of you have indicated that the inbox could be full.
Via an industry friend I will ask that my accolades for Shane's responsiveness get through.

2 - I cannot fathom why Frasers/NFI do not have an online parts ordering system.

Many times I order from various internet, mostly overseas sources, as it is cheaper for me, not necessarily part price, but to save me frigging around calling to see if there is stock.
It is not that the spares personnel are at fault, it is simply convenience. E.g. I am posting this at almost 2am and I know there is nobody there to call.

Via the Frasers online store I know I can order all sorts of branded apparel and supposedly cool accessories, but that does not get my bike back on the road!

Richard Collins - 2001 900SSie I have a 2 strike policy - 2 no responses from a poster = no more responses from me to any post by them. I have a good memory!
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