Bad Service.

[dickie]

Thought i'd share my experiences of buying bits for my SV650s K2 with you, what a nightmare...

Chain needed replacing so time for a new one and after reading threads on here decided sprockets would be changed as well. As on a budget decided on DID O ring set from DK and front and rear paddock stands from M and P; all in this totalled £124, or about the same price as a fairly top line set. I ordered both over the telephone to avoid any delays and also to make sure the C + S set was correct for the SV. Thinking I'd receive both Thurs, or Friday at the latest, I'd set aside Sat morning to do the job. Reasonable I think you will agree...

...ordered Weds 25 Mar 2pm paddock stands (front and rear) from M and P on a next day delivery...arrived Monday 30th!. Much c0ck ups in between which I won't bore you with. After complaining about service etc, was offered and accepted £20 vouchers for future purchase.

C + S ordered same day, arrived Fri, yippee! No stands though (see above). Checked contents and rivet link, o rings and grease missing...called em up and very apologetic, missing bits sent in post, arrived Tues 31st.

Started to fit new bits Tues morning...wrong sprockets and chain, DOH! Mis- pick I was told, which also explains why the rivet link and other bits were missing.; The correct kit isn't in stock either, be another 4-5 days. Now this is getting ridiculous.

Finally, and after several more calls to DK they have just called to say it's been shipped today for Monday delivery. I await with baited breath.

I have to say M and P were very responsive and apologetic to my lack of delivery and despite the issues I would use them again, but with extra time allowed for late delivery of course. DK on the other hand couldn't have cared less and for that I should have and I will consider buying local. At least i will know I can have it sooner, albeit for a few more quid.

Now I'm on a budget and accept you get what you pay for, BUT, does a cheap price necessarily mean a cheap service too? Over to the mighty Org...

[yorkie_chris]

I've never had any problems with M and P, I know some full time mechanics use them for parts and have heard few complaints.

[dickie]

They explained they were busy; mistakes happen but IMO it's then how it's dealt with that makes the difference. As I said, I will use them again, and not because I have £20 in vouchers but because they handled the issue very well.

[amnesia]

DK....hmmmm. I live about 4 miles away from them.

Heard an interesting story about a GS500 a while back (I am sure google will be your friend)...and others (personal experience too) of import bikes "with UK headlights" only to find that they were...well...not UK after all.


Cheap service doesn't always mean crumby service, unfortunately you only find out how good a company is when they need to deal with an issue. It all well and good saying "a decent company never makes mistakes", but thats just not realistic.

My own experience of the DK parts department was that they weren't the most polite or well organised of people to deal with over the counter.
A friend of mine just dropped onto a new chain from them for peanuts though, so go figure that. Pay ya money...take ya chance.

Hope you get yourself sorted out.

[Villers]

DK can't sell a brand new shipped bike in proper conditon, let alone provide decent aftersales. Unfortunately its too late on that one but dont give them anymore money they are untrustworthy money grabbing fly pitchers at best!

[dickie]

Finally received the chain and sprocket kit...and it's the x ring not the O ring i ordered! Good karma rains on me today. :p

[paiste]

Finally received the chain and sprocket kit...and it's the x ring not the O ring i ordered! Good karma rains on me today. :p

I bought a chain and sprocket from them via ebay. £60 DID O ring and I got an X ring in the post too :) Bargain.

Mind you the chain riveting tool I got from them broke before I'd got the chain off. Had to use the trusty dremel.
Phoned them up, they agreed to send me a new one with a postage paid returns bag. Got the new tool with a blank jiffy bag inside! cheeky B**tards :eek:

[appollo1]

Whenever I go to In -laws I go for a look around DK's and have to admit they are not the best. Very expensixe 2nd hand bikes.

[Dave20046]

I'm having difficulties with m and p at the moment. Ordered off them two years ago and they were brilliant. couple of weeks ago I ordered some 1999 brake lines from them got k3-k7 ones I've emailed them twice asking to be refunded, in reply to one (a week later) they said 'your order will be with you soon' and they still haven;t replied to the second. Ringing them today.

[sinbad]

I'm having difficulties with m and p at the moment. Ordered off them two years ago and they were brilliant. couple of weeks ago I ordered some 1999 brake lines from them got k3-k7 ones I've emailed them twice asking to be refunded, in reply to one (a week later) they said 'your order will be with you soon' and they still haven;t replied to the second. Ringing them today.

If you get the service I got it will go something along the lines of "You have to understand that we deal with thousands of orders every day blah blah bo**ocks", and don't expect them to willingly refund your costs for return shipping either.

[Dave20046]

If you get the service I got it will go something along the lines of "You have to understand that we deal with thousands of orders every day blah blah ********", and don't expect them to willingly refund your costs for return shipping either.
It's their responsibility under the distance selling act so :smt066

[sinbad]

It's their responsibility under the distance selling act so :smt066

Yep, but it was like getting blood from a stone in my case.

[Drew Carey]

I must admit I've dealt with DK and M&P in the past, DK for the same Chain & Sprocket set about 3 weeks ago......again was an X Ring set but happy with them. One thing to bear in mind is that there is heavy demand for their sets at the moment due to this forum consuming shed loads of them (seen at least 10 people buy them from here), so delivery times could be slower.

[Ceri JC]

They explained they were busy*; mistakes happen but IMO it's then how it's dealt with that makes the difference. As I said, I will use them again, and not because I have £20 in vouchers but because they handled the issue very well.

*Looks like they had best hire some more staff as they recently used that as the excuse for taking a week to respond to an email I sent them.

Their loss as I ended up paying someone else who responded instantly £15 more for the same thing.

--------------------------------------------
Recieved: 19th of March

No worries.

Sorry, but with 400,000 customers (not all e-mailing at once thankfully) and 60,000 product lines it can take a few days to respond to e-mails.

Cheers.


-----Original Message-----
From: Ceri
Sent: 16 March 2009 16:49
To: M&P Sales
Subject: RE: Sales and Product related enquires


Couple of hours too late sorry! Just ordered one at: http://www.sparesdirect.co.uk/ (http://www.sparesdirect.co.uk/)

--- On Mon, 16/3/09, M&P Sales <sales@mandp.com> wrote:
From: M&P Sales <sales@mandp.com>
Subject: RE: Sales and Product related enquires
To: ceri
Date: Monday, 16 March, 2009, 3:22 PM

Pt No.825644 ABE Fork Tubes 146 (EACH) £89.95


-----Original Message-----
From: ceri
Sent: 09 March 2009 16:03
To: sales@mandp.com
Subject: Sales and Product related enquires


Nature of Enquiry : Sales and Product related enquires

Message : Hi I heard you are offering fork stanchions to fit the Suzuki SV650s K4 at £79.99 each, but I cannot find any on your website. Please could you confirm whether or not you are able to supply these and if you can, how I ought to go about ordering one? Many Thanks, Ceri

[thefallenangel]

Just got off the phone with M+P. I ordered a Hugger for £60 and it hasn't come been 11 working days since ordering. They gave me the powerbronze one on the shelf for the same price and it's being delivered for wednesday. But no e-mail to explain the wait or anything.

Anyone who orders plastics i'd recommend phoning as they order them and tell you how long it will take because otherwise if you go on the 7-10 days then you'll be disappointed and normally over the phone i find a better price.

[dickie]

The fact they are so busy means they have to be selling their gear at the right price, ie affordable. My question was does cheap price mean cheap service? We Brits seem to accept a lower service standard or at least seem able to rationally explain bad service away and it's ultimately become acceptable IMHO.

Like I also said, it's often the way a problem is resolved that creates a positive impression, like M + P have done in my case. DK on the other hand...busy or not, it really isn't acceptable to treat customers like they do as their torrent of increasing sales will very quickly tail off to a drip.

Anyways, bike feels like new with new rubber, chain, sprocket and a clutch adjust. Oh and I removed my baffle on the Scorpion....that's what i'm talking about :D

[metalangel]

The fact they are so busy means they have to be selling their gear at the right price, ie affordable. My question was does cheap price mean cheap service? We Brits seem to accept a lower service standard or at least seem able to rationally explain bad service away and it's ultimately become acceptable IMHO.

Not for me. Which is why I never shop at Play.com, lousy incompetents!