05-29-2019, 09:53 AM
I was never really impressed with the service and parts department staff at my local Honda dealer. Part of the issue there is generational. I'm from almost 2 generations removed from most folks behind the counters these days. And a lot has changed. In most cases no usage of sir or ma'am as initial greetings. Slow time to acknowledge a customer appears to be the norm now rather than the exception. And, as mentioned before, the ever present, unescapable cell-phone which dominates almost everything in all encounters.
What drove the nail into the coffin: I had called my dealer about rear brake pads. Was going to change them myself. Was told there were several sets in stock. Off I go to buy a pair, an oil filter and some oil. Get to the counter and an early 20ish male with a ball cap on backwards asks what I need. I might add there were three people behind the counter 2 who were helping one customer standing next to me. VERBATIM this is how the discussion went...
Me: I need a set of rear brake pads for a 2013 CB1100.
Him: tap.tap. tap..etc on the computer key for about 15 or so seconds then says....Doesn't look like we have them in stock.
Me: I'm here because I called about 20 minutes ago and was told you had several sets in stock.
Him: What was the bike again?
Me: A 2013 CB1100.
Him: Tap.Tap..Tap… etc. on the key board.....after about 45 seconds or so it appears he backs out of the screens he was in (I could only partially see them so not sure) and says...."What was the year again?
Me: Gimme a pad...you're incapable of memorizing this info....he gives me a pad and I write down in large Block Letters CB 1100.
At this point the other customer and the 2 guys behind the counter were partially paying attention as they noted the heightening of interpersonal tensions on our side.
He: tap..tap..tap...tap. etc. (but much more forcefully on the keys) for a while and turns monitor so I can see better and asks..... is this the bike?
On the monitor is a schematic for the old Goldwing 1100...not sure what year.
Me: We're done here.........….I walked out of the Honda dealership and haven't been back.
My experience at the multi-brand dealership where I bought the Guzzi was much worse due to mechanical/technical incompetence of the shop member working on my bike and the lack of ethical behavior on the dealerships general managers part to make it right.
Contrary to the comment above about Harley. I've had nothing other than exceptionally stellar customer service interactions at our local Harley dealer. Some of them I've recounted on other threads. One I haven't. I stopped by one day with my XR front fender and asked if they could paint it orange. Just assumed they did their painting in house. Service staff member told me they send out all their paint and handed me a business card of the place. Service MANAGER walked by as this discussion unfolded and said "If that's the fender we'll take it, send it in and call you when it's done". Fender was back in a week and I settled up at the parts counter. Stellar example of service recovery by second level management.
I'm well aware that much of the opinions we form related to dealerships has to do with personal experience. I know there are good Honda and Moto-Guzzi dealerships out there as well as lousy Harley shops. I just haven't found them yet.
I'll make a general comment about motorcycle dealerships based on MY observations: I hear and read more BAD about the service customers receive from them than GOOD.
I would really like to hear our international members responses/opinions on this issue...particularly those in Asia.
What drove the nail into the coffin: I had called my dealer about rear brake pads. Was going to change them myself. Was told there were several sets in stock. Off I go to buy a pair, an oil filter and some oil. Get to the counter and an early 20ish male with a ball cap on backwards asks what I need. I might add there were three people behind the counter 2 who were helping one customer standing next to me. VERBATIM this is how the discussion went...
Me: I need a set of rear brake pads for a 2013 CB1100.
Him: tap.tap. tap..etc on the computer key for about 15 or so seconds then says....Doesn't look like we have them in stock.
Me: I'm here because I called about 20 minutes ago and was told you had several sets in stock.
Him: What was the bike again?
Me: A 2013 CB1100.
Him: Tap.Tap..Tap… etc. on the key board.....after about 45 seconds or so it appears he backs out of the screens he was in (I could only partially see them so not sure) and says...."What was the year again?
Me: Gimme a pad...you're incapable of memorizing this info....he gives me a pad and I write down in large Block Letters CB 1100.
At this point the other customer and the 2 guys behind the counter were partially paying attention as they noted the heightening of interpersonal tensions on our side.
He: tap..tap..tap...tap. etc. (but much more forcefully on the keys) for a while and turns monitor so I can see better and asks..... is this the bike?
On the monitor is a schematic for the old Goldwing 1100...not sure what year.
Me: We're done here.........….I walked out of the Honda dealership and haven't been back.
My experience at the multi-brand dealership where I bought the Guzzi was much worse due to mechanical/technical incompetence of the shop member working on my bike and the lack of ethical behavior on the dealerships general managers part to make it right.
Contrary to the comment above about Harley. I've had nothing other than exceptionally stellar customer service interactions at our local Harley dealer. Some of them I've recounted on other threads. One I haven't. I stopped by one day with my XR front fender and asked if they could paint it orange. Just assumed they did their painting in house. Service staff member told me they send out all their paint and handed me a business card of the place. Service MANAGER walked by as this discussion unfolded and said "If that's the fender we'll take it, send it in and call you when it's done". Fender was back in a week and I settled up at the parts counter. Stellar example of service recovery by second level management.
I'm well aware that much of the opinions we form related to dealerships has to do with personal experience. I know there are good Honda and Moto-Guzzi dealerships out there as well as lousy Harley shops. I just haven't found them yet.
I'll make a general comment about motorcycle dealerships based on MY observations: I hear and read more BAD about the service customers receive from them than GOOD.
I would really like to hear our international members responses/opinions on this issue...particularly those in Asia.