I'm not one to bash on a shop or a part provider but I was burned again this past week by Fast by Ferracci.
Long story is this:
I have FBF's quick change carrier for my 998, so I'm forced to get all my rear sprockets from them. 3 weeks ago i ordered a new 39T sprocket, a 520 master link, and a red ducati t-shirt.
After 7 days and no UPS man, I called FBF and was told they were holding my order because they were backordered on the t-shirt.
I told them I don't really care about the t-shirt but need the sprocket in 7 days for a track event. I was assured I would have it in time.
7 more days go by and still no UPS man knocking on the door. I call again and am met with apologies because the order never shipped at all. So no sprocket for my event (thankfully I had a couple other spares, but I was not able to run the gearing I wanted for PIR, which has a LOOOOOONG straightaway. I then asked FBF to overnight the parts to me on their dime, which she agreed to do.
That was last friday, I got the box today and discovered on the invoice that they charged me $27.00 in shipping. Now $27 isn't the point, it is about customer service and taking care of your customers, and when you make a mistake and inconvienence your customers, financially is the way to make things right.
This unfortunately has not been an isolated incident with FBF, including some very spotty service that had my 998 barely starting and running like a sick Yugo.
So for all you folks out there, just plain steer clear of FBF, they are selling the mistique of their racing heritage with no substance behind it.
__________________
2002 998, #17, best upgrade: BSTs
Trackwhore
HH-65C
Yup..I called a while back to get a FBF replacement peg for my FBF rearsets on my track only 996S. It was like trying to get weapon's grade plutonium...."customer service" reps have the personality of a trash can..
They honestly remind me of the ol' Saleen company (aftermarket Mustang racers with a racing heritage)...HORRIBLE customer service and rebadged parts that cost a ton of money.
In that kind of store, there is often several guys and girls to the customer service. Some of them know their stuff, have a "sense of customer service" others just don't care about product and customers.
From my own experience, when you order things in such an e-store, ask to speak to a "guy that know what is within a motorcycle", check his name and each time you call, ask for him. That allow to build a customer/seller relationship that helps a lot to rule potential issues.
Ductedfan: 27$ is far too much for such a slow dispatching. Call them, ask for a "guy that know why he is here" and explain the story. Ask them a commercial gift, or a partial refund of these 27$.
This sounds so typical of sooo many dealers. "We pride ourselves on the highest level of incompetency" should be their credo.
I ordered my bike x years ago. On the sales order were accessory items that must be ordered that I will pick up when I get the bike. Also, save the wood crate as it will be a conversation piece in the garage. Nothing. Gee.. we didn't know about that stuff. Well did you look at the sales order? Oh...
I walked into a Ducati service shop once. Took the guy behind the counter 10 minutes to look up at me and say "what do you want". I told him, nothing from that establishment and walked out.
Once shops get to know you, things change... but until that day, most shops treat the general public like shit. I don't know if thats because most people waste time or what.
When i first got my 888, i needed a service, still had the original belts and hoses, so i went to the local dealer and dropped it off. This was in april, and they wouldn't be able get to it until may. So, we dropped it off in april, since they said "they would get to it when they had some spare time". So, I dropped it off, went down to the local liquor store, bought 3 cases of beer, and came back and gave it to the mechanics in the back. Well, it still took until may to finish it, but ever since then, the service has been great. They know my name, my bikes, and will cut me a deals when it comes to mounting tires and such. Building up that customer/service relation is the key IMHO.
I'm not one to bash on a shop or a part provider but I was burned again this past week by Fast by Ferracci.
Long story is this:
I have FBF's quick change carrier for my 998, so I'm forced to get all my rear sprockets from them. 3 weeks ago i ordered a new 39T sprocket, a 520 master link, and a red ducati t-shirt.
After 7 days and no UPS man, I called FBF and was told they were holding my order because they were backordered on the t-shirt.
I told them I don't really care about the t-shirt but need the sprocket in 7 days for a track event. I was assured I would have it in time.
7 more days go by and still no UPS man knocking on the door. I call again and am met with apologies because the order never shipped at all. So no sprocket for my event (thankfully I had a couple other spares, but I was not able to run the gearing I wanted for PIR, which has a LOOOOOONG straightaway. I then asked FBF to overnight the parts to me on their dime, which she agreed to do.
That was last friday, I got the box today and discovered on the invoice that they charged me $27.00 in shipping. Now $27 isn't the point, it is about customer service and taking care of your customers, and when you make a mistake and inconvienence your customers, financially is the way to make things right.
This unfortunately has not been an isolated incident with FBF, including some very spotty service that had my 998 barely starting and running like a sick Yugo.
So for all you folks out there, just plain steer clear of FBF, they are selling the mistique of their racing heritage with no substance behind it.
Feracci Woes
Wood
Linear Mode
