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Re: Wonderful GW's...NOT!!
I’ve bought a new bike from GW’s, used their service department and also bought a helmet and other accessories from them. Mixed feedback.
Sales Department >:(
Lack of communication
Lack of product knowledge
Broken promises
Chauvinistic and sexist attitude - I'm no feminist, the first to enjoy a sexist joke and certainly don't usually get pi55ed off by stuff like that, but was made to feel incompetant and as if my money wasn't good enough
Problems getting hold of the sales person I delt with
Having said that, did eventually deliver – with lots of chasing on my account, and did give me ok money on my PX
Parts and Service Department :)
Helpful – tried harder than normal maybe, knowing I’d had problems with sales department and actually said they were trying to put things right by me.
Accessories Department :)
No problems, good discounts on some lines.
'Buyer Beware' is a bit strong, but just go into any bike purchase with your eyes open and aware that the sun does not shine shine out of GW's proverbial!
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Re: Wonderful GW's...NOT!!
How about the admin/taxing team have a policy where they tax ALL the bikes UNLESS the sales person tells them NOT to???......
this would ensure a good customer service, and ensure any fault of GW's sales persons are kept in house and not passed to the customer.....
if there IS a mistake the customer is HAPPY, cos his/her bike gets taxed and the Sales person is the one who loses out...
not as bad an idea as it sounds.....
this method ENSURES happy customers, and also ensures no mistakes are made by GW's sales persons.
(by the way, im a Quality Assurance Manager, and get paid to think of good ideas that result in customer satisfaction, but you can have this one for FREE, or if GW's like it they can give me back the £30 i spent in fuel going back again and again and again......).... ;-)
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Re: Wonderful GW's...NOT!!
When I bought my Z750 I looked at GW. I tried contacting "The Sales Guy" 3 times without success. No return call from them either. So eventually went too Kawasaki Bristol.
Also I bought my New Lid & they said i would have a New Dark visor FOC that was 2 weeks ago still no Visor from Arai.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by jonnydangerous
How about the admin/taxing team have a policy where they tax ALL the bikes UNLESS the sales person tells them NOT to???......
this would ensure a good customer service, and ensure any fault of GW's sales persons are kept in house and not passed to the customer.....
if there IS a mistake the customer is HAPPY, cos his/her bike gets taxed and the Sales person is the one who loses out...
not as bad an idea as it sounds.....
this method ENSURES happy customers, and also ensures no mistakes are made by GW's sales persons.
(by the way, im a Quality Assurance Manager, and get paid to think of good ideas that result in customer satisfaction, but you can have this one for FREE, or if GW's like it they can give me back the £30 i spent in fuel going back again and again and again......).... ;-)
We cannot tax all Used bikes as we have no facility to do so and it won't change. Pre-reg bikes are easily done as can be done by us. Plus its hard enough just trying to get the insurance and COR in for New bikes let alone adding used bikes to it. As lonfg as people are aware there really isn't much of an issue - plus there is a post office within walking distance so they can tax thier bikes [smiley=thumbsup.gif] and yes I have taxed customers bikes for them on my day off and no I am not going to do it for all as thats my day off and if you either want to pay more for more staff or no doubt you'd complain if there was no staff as they'd gone taxing/ chasing up insurances etc etc
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by charlie
I’ve bought a new bike from GW’s, used their service department and also bought a helmet and other accessories from them. Mixed feedback.
Sales Department >:(
Lack of communication
Lack of product knowledge
Broken promises
Chauvinistic and sexist attitude - I'm no feminist, the first to enjoy a sexist joke and certainly don't usually get pi55ed off by stuff like that, but was made to feel incompetant and as if my money wasn't good enough
Problems getting hold of the sales person I delt with
Having said that, did eventually deliver – with lots of chasing on my account, and did give me ok money on my PX
Parts and Service Department :)
Helpful – tried harder than normal maybe, knowing I’d had problems with sales department and actually said they were trying to put things right by me.
Accessories Department :)
No problems, good discounts on some lines.
'Buyer Beware' is a bit strong, but just go into any bike purchase with your eyes open and aware that the sun does not shine shine out of GW's proverbial!
Charlie - who did you deal with regarding the purchase of your bike and when was this? I know that I don't have a Chauvinistic or sexist attitude and purposly ensure I don't and people from here will vouch for that.
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Re: Wonderful GW's...NOT!!
Quote:
plus there is a post office within walking distance so they can tax thier bikes
Not if you get there outside post office hours you can't !!
Don't know what time your post office shuts but we picked up our bike after 5.
I am very grateful that Pat was accomodating, especially when we got held up outside of our control, but not everyone lives nearby or can there there is post office hours.
I felt they were a little OTT in asking for a original insurance certificate, so possibly makingt things harder for themselves here.
Not all dealers insist on an original, so there is clearly a different interpretation of the rules between dealers.
I think the original arrived in the post for us, but we had a very good printout from our PC in case the post was delayed [smiley=thumbsup.gif] but could do without people making things harder than they already are with burearacy gone mad.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Davey
[quote author=charlie link=1273077942/30#40 date=1273238479]I’ve bought a new bike from GW’s, used their service department and also bought a helmet and other accessories from them. Mixed feedback.
Sales Department >:(
Lack of communication
Lack of product knowledge
Broken promises
Chauvinistic and sexist attitude - I'm no feminist, the first to enjoy a sexist joke and certainly don't usually get pi55ed off by stuff like that, but was made to feel incompetant and as if my money wasn't good enough
Problems getting hold of the sales person I delt with
Having said that, did eventually deliver – with lots of chasing on my account, and did give me ok money on my PX
Parts and Service Department :)
Helpful – tried harder than normal maybe, knowing I’d had problems with sales department and actually said they were trying to put things right by me.
Accessories Department :)
No problems, good discounts on some lines.
'Buyer Beware' is a bit strong, but just go into any bike purchase with your eyes open and aware that the sun does not shine shine out of GW's proverbial!
Charlie - who did you deal with regarding the purchase of your bike and when was this? I know that I don't have a Chauvinistic or sexist attitude and purposly ensure I don't and people from here will vouch for that.[/quote]
I avoided mentioning names Stu, but it was you. Sorry mate, it wasn't my intention to cause any trouble for you personally, but it was my experience. It's in the past, I LOVE my bike and as I said I wouldn't put people off from going to GW's or NOT reccomend GW's, but just that people need to be aware.
I know that you're all busy there at GW's (at the time, I was told by your General Manager that you were the most sucessful/busy sales person there [smiley=thumbsup.gif]) so maybe customer service sometimes falls through the net a bit. Sh1t happens, I'm over it, just felt should let folks know my experience.
As far as the chauvinistic thing, it happens in a lot of places, it's a male oriented sport, I get that. I just wasn't expecting it under the circumstances - buyer not browser, time off work to see the bike, money ready to go... etc.
This all happened back in 08, so things may have changed since then.
Really, no hard feelings. :)
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by charlie
[quote author=Davey link=1273077942/30#44 date=1273245389][quote author=charlie link=1273077942/30#40 date=1273238479]I’ve bought a new bike from GW’s, used their service department and also bought a helmet and other accessories from them. Mixed feedback.
Sales Department >:(
Lack of communication
Lack of product knowledge
Broken promises
Chauvinistic and sexist attitude - I'm no feminist, the first to enjoy a sexist joke and certainly don't usually get pi55ed off by stuff like that, but was made to feel incompetant and as if my money wasn't good enough
Problems getting hold of the sales person I delt with
Having said that, did eventually deliver – with lots of chasing on my account, and did give me ok money on my PX
Parts and Service Department :)
Helpful – tried harder than normal maybe, knowing I’d had problems with sales department and actually said they were trying to put things right by me.
Accessories Department :)
No problems, good discounts on some lines.
'Buyer Beware' is a bit strong, but just go into any bike purchase with your eyes open and aware that the sun does not shine shine out of GW's proverbial!
Charlie - who did you deal with regarding the purchase of your bike and when was this? I know that I don't have a Chauvinistic or sexist attitude and purposly ensure I don't and people from here will vouch for that.[/quote]
I avoided mentioning names Stu, but it was you. Sorry mate, it wasn't my intention to cause any trouble for you personally, but it was my experience. It's in the past, I LOVE my bike and as I said I wouldn't put people off from going to GW's or NOT reccomend GW's, but just that people need to be aware.
I know that you're all busy there at GW's (at the time, I was told by your General Manager that you were the most sucessful/busy sales person there [smiley=thumbsup.gif]) so maybe customer service sometimes falls through the net a bit. Sh1t happens, I'm over it, just felt should let folks know my experience.
As far as the chauvinistic thing, it happens in a lot of places, it's a male oriented sport, I get that. I just wasn't expecting it under the circumstances - buyer not browser, time off work to see the bike, money ready to go... etc.
This all happened back in 08, so things may have changed since then.
Really, no hard feelings. :)[/quote]
I can assure you it wasn't me as I didn't work there in 2008! So you must mean the other Stu.
I pride myself on treating everyone the same whether male, female, learner or experianced we all have 1 thing in common.
So next time come and see me and see [smiley=thumbsup.gif]
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Ducatista
Quote:
plus there is a post office within walking distance so they can tax thier bikes
Not if you get there outside post office hours you can't !!
Don't know what time your post office shuts but we picked up our bike after 5.
I am very grateful that Pat was accomodating, especially when we got held up outside of our control, but not everyone lives nearby or can there there is post office hours.
I felt they were a little OTT in asking for a original insurance certificate, so possibly makingt things harder for themselves here.
Not all dealers insist on an original, so there is clearly a different interpretation of the rules between dealers.
I think the original arrived in the post for us, but we had a very good printout from our PC in case the post was delayed [smiley=thumbsup.gif] but could do without people making things harder than they already are with burearacy gone mad.
That isn't us requesting that but the DVLA with the AFRL rules they must have the original. Breaking these rules can loose the licence and I don't want to be going to Bristol or Oxford to tax bikes. Dealers will wing it and take copies but thats thier risk. On a plus side for new bikes the AFRL team can now take emailed PDF's direct from the insurance company. We have been arguing this for years and finally looks like they are acting on it.
Regarding not being able to make it before the post office as I said earlier I have got tax on my day off if customer has dropped off insurance but can't always do that also it is my day off and I need time to go diving. I also don't do handovers late if I can help it just incase there are problems etc or I have got the docs signed/ payment and given the V5 earlier.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Davey
[quote author=charlie link=1273077942/45#46 date=1273246969][quote author=Davey link=1273077942/30#44 date=1273245389][quote author=charlie link=1273077942/30#40 date=1273238479]I’ve bought a new bike from GW’s, used their service department and also bought a helmet and other accessories from them. Mixed feedback.
Sales Department >:(
Lack of communication
Lack of product knowledge
Broken promises
Chauvinistic and sexist attitude - I'm no feminist, the first to enjoy a sexist joke and certainly don't usually get pi55ed off by stuff like that, but was made to feel incompetant and as if my money wasn't good enough
Problems getting hold of the sales person I delt with
Having said that, did eventually deliver – with lots of chasing on my account, and did give me ok money on my PX
Parts and Service Department :)
Helpful – tried harder than normal maybe, knowing I’d had problems with sales department and actually said they were trying to put things right by me.
Accessories Department :)
No problems, good discounts on some lines.
'Buyer Beware' is a bit strong, but just go into any bike purchase with your eyes open and aware that the sun does not shine shine out of GW's proverbial!
Charlie - who did you deal with regarding the purchase of your bike and when was this? I know that I don't have a Chauvinistic or sexist attitude and purposly ensure I don't and people from here will vouch for that.[/quote]
I avoided mentioning names Stu, but it was you. Sorry mate, it wasn't my intention to cause any trouble for you personally, but it was my experience. It's in the past, I LOVE my bike and as I said I wouldn't put people off from going to GW's or NOT reccomend GW's, but just that people need to be aware.
I know that you're all busy there at GW's (at the time, I was told by your General Manager that you were the most sucessful/busy sales person there [smiley=thumbsup.gif]) so maybe customer service sometimes falls through the net a bit. Sh1t happens, I'm over it, just felt should let folks know my experience.
As far as the chauvinistic thing, it happens in a lot of places, it's a male oriented sport, I get that. I just wasn't expecting it under the circumstances - buyer not browser, time off work to see the bike, money ready to go... etc.
This all happened back in 08, so things may have changed since then.
Really, no hard feelings. :)[/quote]
I can assure you it wasn't me as I didn't work there in 2008! So you must mean the other Stu.
I pride myself on treating everyone the same whether male, female, learner or experianced we all have 1 thing in common.
So next time come and see me and see [smiley=thumbsup.gif] [/quote]
Spotted the obvious +1 [smiley=thumbsup.gif]
Stu, perhaps you could publish the GW phone call follow up's for satisfied customers.
Guess there will always be a minority of dissatisfaction.. Its only human.
But its always good to here peoples views keeping Bike retailers on their toes so to speak.
hmm who was the Dealer of 2009 obviously making on going customer improvements since 2008 Well Done GW's [smiley=thumbsup.gif]
8-)
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Re: Wonderful GW's...NOT!!
I know this thread is nowhere close to it, but let's not make this into a witch hunt.
I'm sure any constructive criticism towards GW's Stu would appreciate and he's the type of bloke who would make sure it would be noticed and passed onto the people who should take notice.
Let's steer clear from tarring every salesperson at GW's with the same brush. It's clear Stu does an outstanding job above and beyond what is usually accepted by the firm.
As said before, if you want to deal with GW's then use Stu. Not just because he's one of us but because he's a geniunely good bloke.
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Re: Wonderful GW's...NOT!!
I think all dealers have some disgruntled customers. It doesn't always go right. I know some people refuse to deal with Phoenix Motorcycles, and there's probably one or two who don't like our training. I guess it's a case of looking at the majority of happy customers and accept that it does go right most of the time... ::)[smiley=thumbsup.gif]
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Re: Wonderful GW's...NOT!!
Cheers for the kind words.
Just to try and improve customer satisfaction we have implimented further stages in the delivery process so you should be spoken by at least 2 members of staff after the sale (normally sales person & business manager) Once the bike has been collected you should also be given a call by a member of staff to ensure all is OK - this normally isn't the sales person but someone who will ensure any questions/ issues are resolved. All messages from these calls are forwarded to the sales person but also copying in the Business Manager, Group General Manager and MD. Unfortunatly due to time restrainghts we cannot continuosly call but will leave messages, but also please be aware that if we are with a customer we cannot answer the phone but all do have voicemail, email etc also please leave a number as we don't always have files to hand so don't always 'have it'
Hopefully we can all be merry and happy buyers [smiley=thumbsup.gif]
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Re: Wonderful GW's...NOT!!
Sounds like GW's are making the effort to please which can only be good for us customers
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Davey
Cheers for the kind words.
Just to try and improve customer satisfaction we have implimented further stages in the delivery process so you should be spoken by at least 2 members of staff after the sale (normally sales person & business manager) Once the bike has been collected you should also be given a call by a member of staff to ensure all is OK - this normally isn't the sales person but someone who will ensure any questions/ issues are resolved. All messages from these calls are forwarded to the sales person but also copying in the Business Manager, Group General Manager and MD. Unfortunatly due to time restrainghts we cannot continuosly call but will leave messages, but also please be aware that if we are with a customer we cannot answer the phone but all do have voicemail, email etc also please leave a number as we don't always have files to hand so don't always 'have it'
Hopefully we can all be merry and happy buyers [smiley=thumbsup.gif]
Never had any problems with GW's or have I just got lucky since 2001 9 Brand new bikes latter In my own admittance have canceled a few orders last minute.. not an issue to GWs well maybe a few WTF's But that's all in a days work with there turnover [smiley=thumbsup.gif]
Great Customer Service & follow up! worst that has happened 500mile service on gixer 750 one fairing fastener not quite clipped in. Not life threatening! Took it back problem resolved without any issues.
If you want no hassle Customer Service & best prices your money can buy GW's all the way! ;D ;D
Or am I Bias 8-)
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Re: Wonderful GW's...NOT!!
I took my friend over Saturday to pick up his bike after being repaired. He was very happy with the service. We went upstairs with my grandson for something to eat which was very well prepared and the two woman very pleasant. Toilets spotless. Stu please pass on comments to the staff.
My only issue is with the second hand bikes being packed in to close together which makes it difficult to see them or try them for size.
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Re: Wonderful GW's...NOT!!
Quote:
My only issue is with the second hand bikes being packed in to close together which makes it difficult to see them or try them for size.
There is a clear trade-off there.
If they give you more room, you'll have less choice iof bikes (and ultimately higher prices).
Personally I'd rather have max choice and ask them to move it if required.
Sounds to me like they are making real efforts.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Ducatista
Quote:
My only issue is with the second hand bikes being packed in to close together which makes it difficult to see them or try them for size.
There is a clear trade-off there.
If they give you more room, you'll have less choice iof bikes (and ultimately higher prices).
Personally I'd rather have max choice and ask them to move it if required.
Sounds to me like they are making real efforts.
You pretty much hit the nail on the head - we want as many used bikes as possible to give customers a choice. Plus we'd rather move them out as then it's on our heads/ insurance if we drop them - last thing we want is a customer to drop a bike moving it out and end up with a bill for damaging it.
Kevin - i'll pass on the messages - cheers
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Re: Wonderful GW's...NOT!!
Stu
Thanks for your comments on this thread and your PM. Sorry for bringing it all up, but just felt peeps should know. Next time I'm that way, I'll make a point of coming into GW's and saying hi! Put a face to the username!
Having read some of your other posts, I didn't think your online personality matched the one of the chap I delt with so I take back what I said about you, because, well, it wasn't you. LOL
:)
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by charlie
Stu
Thanks for your comments on this thread and your PM. Sorry for bringing it all up, but just felt peeps should know. Next time I'm that way, I'll make a point of coming into GW's and saying hi! Put a face to the username!
Having read some of your other posts, I didn't think your online personality matched the one of the chap I delt with so I take back what I said about you, because, well, it wasn't you. LOL
:)
Its cool and I appreciate the frustration with being spoken down too and thats why I was surprised as i'm not that way [smiley=thumbsup.gif] C'mon down and say Hi - i don't bite or belittle people just sarcastic and to the point 8-) but make sure to speak to the right Stu (I'm the good looking one :D )
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Re: Wonderful GW's...NOT!!
Great - A short talking sarcastic Adonis. ;D Look foward to meeting you.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Davey
[quote author=Ducatista link=1273077942/45#45 date=1273245781]
Quote:
plus there is a post office within walking distance so they can tax thier bikes
Not if you get there outside post office hours you can't !!
Don't know what time your post office shuts but we picked up our bike after 5.
I am very grateful that Pat was accomodating, especially when we got held up outside of our control, but not everyone lives nearby or can there there is post office hours.
I felt they were a little OTT in asking for a original insurance certificate, so possibly makingt things harder for themselves here.
Not all dealers insist on an original, so there is clearly a different interpretation of the rules between dealers.
I think the original arrived in the post for us, but we had a very good printout from our PC in case the post was delayed [smiley=thumbsup.gif] but could do without people making things harder than they already are with burearacy gone mad.
On a plus side for new bikes the AFRL team can now take emailed PDF's direct from the insurance company. We have been arguing this for years and finally looks like they are acting on it.
[/quote]
Very interesting... I'm taking delivery of my new bike on the 19th, but as I'm taking part two of my test on the 18th it'll arrive with no tax.
Already understand that once I show my insurance certificate you guys at GW will sort out the tax, but didn't realise that an emailed PDF version from the insurance company would be ok!! :)
Is it only certain insurance companies? How do I arrange for them to do that?
It would make my life loads easier if I could do it this way...
P.S. Sorry Stu... didn't know of you when I purchased my bike. It was the other Stu that got the sale, although he could do with smiling a bit more!! ;D
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Re: Wonderful GW's...NOT!!
I assume its a new bike? - Speak to the insurance company and see if they'll email it - if they say no they can't - simple ;)
BTW you caught me in a good mood and easy answer as I normally can't help another sales person deals as mentioned before due to not knowing the deal, offer or previous conversations with the parties involved [smiley=thumbsup.gif]
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Re: Wonderful GW's...NOT!!
All my bikes are insured with Adrian Flux and they email the Insurance Certificate which is accepted by the post office for tax purposes. Never let me down. [smiley=thumbsup.gif]
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Re: Wonderful GW's...NOT!!
Quote:
All my bikes are insured with Adrian Flux and they email the Insurance Certificate which is accepted by the post office for tax purposes.
I will check with Lurkalot but I'm pretty sure we had to have the ORIGINAL for GWs.
Sorry if I confused things.
When I said about a printout I was being a bit tongue in cheek because we posted a FAKE that we don't think GWs would be able to spot in case the original from the insurer did not arrive on time.
(I'm talking about a non-original document NOT fake insurance).
Luckily the original had arrived in the post, so the fake was not required.
The issue is not with the PO insiting on original but with GWs (or was in Sept 2009 in the Honda section).
I don't know if anythign has chnaged so check for yourself.
I am not complaining BTW - if it's the law/guidelines then it's not GWs fault. Just warning people to check up front.
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Re: Wonderful GW's...NOT!!
Quote:
Originally Posted by Ducatista
Quote:
All my bikes are insured with Adrian Flux and they email the Insurance Certificate which is accepted by the post office for tax purposes.
I will check with Lurkalot but I'm pretty sure we had to have the ORIGINAL for GWs.
Sorry if I confused things.
When I said about a printout I was being a bit tongue in cheek because we posted a FAKE that we don't think GWs would be able to spot in case the original from the insurer did not arrive on time.
(It's was real insurance but not the orignial copy).
Luckily the original had arrived in the post, so the fake was not required.
The issue is not with the PO insiting on original but with GWs (or was in Sept 2009 in the Honda section).
I don't know if anythign has chnaged so check for yourself.
I am not complaining BTW - if it's the law/guidelines then it's not GWs fault. Just warning people to check up front.
In accordance with AFRL (part of the DVLA taxing) they state the following
-Insurance must be valid on the day of registrationor in the case of advanced (March/Sept) from the 1st day of the month the licence comes intoforce
-Only accept an ORIGINAL form of insurance
-'photocopies,facismilies and PDF are NOT ACCEPTABLE'
So its not us - but as I said only recently are we able to accept emailed copies direct from the insurance companies direct to the AFRL team. [smiley=thumbsup.gif]
It really would make my life easier if we could accept faxes etc but we can't :-[
If you posted a fake copy but told us it was original who are we to know - but can easily spot faxed etc also we have to forward a copy to the DVLA so hopefully they won't notice a fake or could persue it further
So far I have only found Bennetts and Motorcycle direct won't email it!
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Re: Wonderful GW's...NOT!!
I would like to give GW a big thumbs up, always go there first for my riding gear, get some good priced gear and when i purchased a shark helmet from the bike show only to find the chin vent was broken i took it to the outlet as they had them on sale and asked the staff if they could order me a spare part and they looked at it asked me to leave it as they would get the shark rep to take a look.They took my number and within a week called me to say it was all done and i could pick it up, no charge repaired for free, so all i can say is that they were really helpfull considering there was no sale involved so a big thumbs up from me [smiley=thumbsup.gif] [smiley=thumbsup.gif]. Hope fully i may be in he market for a new bike on day ;)
