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Thread: That famous Frasers service - ie lack of Reply to Thread
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  Topic Review (Newest First)
Dec 6th, 2017 8:49 am
Punch
Quote:
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!
Jan 6th, 2016 9:17 am
Dr freedom 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.
Nov 19th, 2015 2:27 pm
paulmm600 wow, any ideas how or why they lost bmw?
Nov 19th, 2015 6:00 am
GHTE 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.
Oct 13th, 2015 4:12 pm
greyfox 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
Oct 4th, 2015 5:07 pm
89900ss yeah, the managers a little prick as well
Aug 16th, 2015 5:46 pm
adm I recently purchased my bike from frasers concord and overall it was a pretty easy experience.
Sales staff were easy to deal with and i got to meet the head salesman and the owner, both lovely guys.
The first service was painfree as well, fixed a few small issues and got the bike back the same day.
Lets see if it keeps up.
Aug 13th, 2015 2:29 am
Australian Ducatista
Quote:
Originally Posted by ConR View Post
I've bought four bikes from Fraser's in Concord and can't recommend them highly enough to be honest. They've gone out of their way to help me on so many occasions, including coming out with their truck to pick me up when I had a flat. For free!

All the guys in there, from service to parts to sales, are fantastic to deal with. Both the HD and Ducati side. Lisa and Bruno in parts, Jay and Peter in sales...all great people.
I agree with you.

I bought a Monster 821 Dark with Termignoni pipes for Christmas last year from Frasers in Melbourne last year and the salesman (Jamie) was amazing and even managed to push my order through so I would have the bike before Christmas.

Subsequently I had a throttle issue in January (and that was no a highlight I will admit) and it took three weeks to fix - and that annoyed me especially given that one of the service guys was way to aloof. However he seemed to have disappeared and the other service guy was fantastic.

In July I had my motorbike stolen and needed lots of information for my insurance and the insurance investigator the GM John was fantastic and provided me all the information within 10 minutes of me asking it.

I have finally managed to get insurance to replace my bike (and getting the identical 821) and John has taken charge and has organised everything to happen smoothly once again.

I cannot say enough positive things about Ducati Melbourne to be honest and will stay a loyal customers for a long time.
May 4th, 2015 6:11 pm
Nampho Guys... You might have to buy bikes through them but definitely not spares as was said previously. Cost savings and cutting out the middle arsehole make it worthwhile provided you know what part you need.
Apr 23rd, 2015 5:22 am
ConR I've bought four bikes from Fraser's in Concord and can't recommend them highly enough to be honest. They've gone out of their way to help me on so many occasions, including coming out with their truck to pick me up when I had a flat. For free!

All the guys in there, from service to parts to sales, are fantastic to deal with. Both the HD and Ducati side. Lisa and Bruno in parts, Jay and Peter in sales...all great people.
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