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Discussion Starter #1
The following is a little long but very interesting, well at least to me. It is my correspondence with a Ducati dealer regarding some parts. I am interested to see what some of you think. All names have been replaced by ****. I am not here to bash anyone, just a bit baffled by the reponse I received to my second contact with the dealer.

Initial message:

Do you carry Agip 4T 20-50 oil? I also need a filter and crush washers for my 1994 888? Please let me know what you have, and how much.

Thanks


Dealer responce:

Subject: Re: oil and filters


No Agip, only Mobil 1, sorry.



Filters are $8.50 and crush washers are $.50

thanks
********

My response after receiving this message:

Thank you **********

I think you and ******** need to have a small chat about pricing though. I was in the neighborhood today on business, before I had the chance to read this email, and dropped in to get my filter, and oil. I was charged $10.45 for my filter, and $0.08 for my drain plug washer. The non replaceable screen washer you did not have in stock, which seems odd considering I believe every Ducati has one. Or at least the 4V motors. I also wanted 20/50 oil which you do not carry.

I am going to be very honest. I have yet to deal with a Ducati dealer that owns up the Ducati name, and price tag associated with the bikes. I have personally dealt with *******, *******, *******, and *******. (4 different Ducati dealers)


******** - I purchased a 916 new from in 1998, it returned once for service. When I picked the bike up the clutch squealed so bad I made it to the first stop light and turned around to have them check it out. Seems when the reassembled the clutch ( after replacing the leaky push rod seal with 600 miles on the bike ), they got grease all over the clutch plates. No interest of letting someone this incompetent work on my bike again. Which was really sad considering the mechanic that worked on the bike owned a 916.

******* - I have never been so turned off by the arrogance of a dealership. I was spoken to like I had no idea what a motorcycle is. Virtually impossible to get some to answer the parts phone calls, and then get put on hold for 20 minutes or so. They probably received four calls from me and that was the end of it. The last call they were trying to charge me $80 for a service manual that Ducati told me suggested retail was $39. Never considered dealing with again.

******** - was the only dealer I had some what acceptable service. First service was a puked voltage regulator, very smooth. The second : My bike was returned to me in good running order after service. However it was after two weeks of constant calls to find out why the bike was not completed yet. They had it for a total of 4 weeks, for a 6K service and tire change.

******* - Well lets just say it is not a surprise ******* lost the Ducati line. I was personally taken for about $50 in special order Ducati parts that never came in, and no one could seem to find record of me ordering.

I have been dealing with out of state dealers for parts, filters and the like. All with good luck, so far. I was truly hoping to find something a little closer to home, and more convenient. I am firm believer that a "good" mechanic is invaluable, and your relationship with that dealer/mechanic is even more valuable.

Good luck.


Dealer response

Sorry ********, it seems as if we will not be the dealer for you. It's obvious that we will not be able to serve you needs. We feel that it would be a good idea to terminate any sort of relationship we have. I fear that in the future we could do noting but let you down.

good luck and thanks

*********/*******


If individuals would like actual dealer names I would be happy to supply them offline. Please give me an email in your reply.
 
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Discussion Starter #2
it seems as though you had a chip on your shoulder from the get-go (maybe warranted per your history with other dealers).

although his email is NOT what i'd expect to get in reply from someone in the service industry, it certainly is honest and how i'd expect them to feel after reading your email.

my
 
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Re: (chiromikey)

honest reply from a dealer, now move on.
 
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Discussion Starter #4
I think if you had limited the email to your beef with the dealer, and not all your dirty laundry, he would have made things right. But, he knows, from your past, that he can't win, and just gave you a honest answer.

mitt
 
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Re: (mitt)

I agree with the rest of the folks on this one!
 
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Re: (viper1)

Why didnt you ask for the person you dealt with through email?

Maybe that person was giving you a break on parts!
 
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Re: Not sure how to take this??????? (duckboy)

First....... it's not uncommon to have different prices for parts ordered over the internet versus walk-in over the counter purchases.

Secondly: as previously stated, you let him know in full detail your past experiences, (all negative), and started the second response as somewhat confrontational. What position would you expect anyone to take? Bend over and kiss your feet?

Actually he was very diplomatic without directly telling you where you should go........, sorry, but you desreved the response you got...... YMMV
 
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Re: Not sure how to take this??????? (TK)

Besides the fact that $10 isn't a bad price for the Ducati filters. I think the K+N was 12 or 13, so 10 isn't bad. That, and you really are tipping your hand by whining about past experiences. That kills any chance of the guy being receptive to anything you say, it's the boy who cried wolf.
 
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Re: Not sure how to take this??????? (blueSS)

When I worked in a body shop We had a customer come in and tell, or more like brag, about having his boat in a shop and sueing the shop for the bill and winning. And the he laughed about how he got his work done for free. Long story short, When we got done with his truck he did the same to us and got a complete paint and body work for free.
Now that I am in business for myself I think back at that and turn away people that come in saying "this shop and that shop screw me" and blah blah blah.
See now you layed your cards on the table to them and its obvious that you will bad mouth these people to the whole world. It is most likely best to let you go so all you have to bad mouth them about is a filter.
 
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Re: Not sure how to take this??????? (ducman)

You're whining about $1.50 difference in a quote for some parts ?
I don't blame that dealership for dumping you. He's smart to have done it so quickly before it cost him.
 
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Re: Not sure how to take this??????? (duckboy)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by duckboy »</TD></TR><TR><TD CLASS="quote">The non replaceable screen washer you did not have in stock, which seems odd considering I believe every Ducati has one. Or at least the 4V motors. </TD></TR></TABLE>

I'm not sure what a non-replaceable screen washer is, but if it is truly non-replaceable, why would they carry them?

I agree with other people here, for less than a $2 difference in cost you put the shop and all dealers of the brand on the defensive and let him know he's right up there with the shop that screwed people and lost their franchise.

You state that your relationship with a dealer is more valuable than the invaluable relationship with a good mechanic, then take him to task for making a $2 mistake, not having a non-replaceable part(?), and not carrying the oil you want. You talk about arrogance, but the lead in to your reply is "I think you and ******** need to have a small chat about pricing though." How would you feel if the dealer talked to you that way because of a $2 misunderstanding?

What outcome were you expecting from your reply? If you expected it to be the start of a constructive dialog over some issue, I think you blew it from the first sentence...
 
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Re: Not sure how to take this??????? (DesmoDog)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by DesmoDog »</TD></TR><TR><TD CLASS="quote">I'm not sure what a non-replaceable screen washer is, but if it is truly non-replaceable, why would they carry them? </TD></TR></TABLE>

What he meant was, the aluminum crush washer that resides under the non-replaceable screen. To do an oil change there are two crush washers (of different size, but just barely
why not make them the same) and an oil filter.

After you told him how all Ducati dealers so far suck, he thought "why would I be viewed any different" and cut his losses. It's like being in a bar and having some babe come on to you like crazy, it would be a pretty foolish man to believe she never did that before and has just been waiting for you her whole life. He realized he's not that special and is just trying to get by like everybody else. That said, it is not surprising that the dealer gave you the boot.
 
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Re: Not sure how to take this??????? (duckboy)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by duckboy »</TD></TR><TR><TD CLASS="quote">Sorry ********, it seems as if we will not be the dealer for you. It's obvious that we will not be able to serve you needs. We feel that it would be a good idea to terminate any sort of relationship we have. I fear that in the future we could do noting but let you down.

good luck and thanks</TD></TR></TABLE>

Couldn't have said it better myself.


Cost to start your own Ducati dealership - $250,000. Hourly rate you're able to pay yourself as owner - $1. Freedom to tell PITA customer to pound sand - priceless!
 
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Re: (viper1)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by viper1 »</TD></TR><TR><TD CLASS="quote">I agree with the rest of the folks on this one! </TD></TR></TABLE>

Me too. You sound like a big a$$hole if you ask me. How would you like it if someone called you about $12 in parts, you replied to one of the 200 e-mails you received in a brief but accurate way, then the person ranted about something you could do nothing about?

I certainly don't blame the dealer for passing you off...I would have.
 
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Re: Not sure how to take this??????? (duckboy)

With all due respect, duckboy, 'airing your dirty laundry' as someone above called it, seemed way out of place and unnecessary.

You really came off as just venting to the dealer, and I didn't see any good reason for it.
 
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Re: (Nick D.)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by Nick D. »</TD></TR><TR><TD CLASS="quote">You sound like a big a$$hole if you ask me.</TD></TR></TABLE>

Stop vacillating Nick, tell us what you really think.
 
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Re: Not sure how to take this??????? (duckboy)

Well, I guess I will be the only one to take a different side. Thanks man!! There will always be shitty dealer/shops and good ones, and this is not how the good ones stand out. I personally would like to know all the facts and situations, to make a better judgment on where to take my garage queen. I’m a UH-60 pilot, and when I’m looking for a new crew chief (aircraft mechanic) I make sure I look at the entire picture, not overlooking any small details. Last thing I need is for my crew chief, in middle of a training flight to tell me he forgot to tighten a bolt on the main rotor (OH JESUS NUT). But I agree with all the rest…. bitching to the dealer/shop about past experiences….not the way to go, well at least not my cup of tea.
 
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Re: Not sure how to take this??????? (BlackHawk)

I personally know the dealer in question and will say - They don't get any better than him. After dealing with the general public for over ten years, I can say there are some people that will never be happy and they usually pay the least profit.
 
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Re: Not sure how to take this??????? (duckboy)

Do you honestly think you were remotely justified in dumping all your past-history baggage on the guy over an apparent miscommunication amounting to a couple dollars in price? I'd read your email, conclude that you were a difficult and possibly psycho customer who expects the world to kiss your ass, and politely tell you to go away too.
 
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Re: Not sure how to take this??????? (BlackHawk)

I knew instantly who duckboy was talking about even before I knew it was him that was posting. The dealer in question has a terrible reputation in our area and I'm not suprised that they lost the Ducati line. I went in there once, talked to one of their techs and never returned. Maybe duckboy didn't explain the situation properly but either way, that dealership is the worst that I've ever experienced in my time.


Edit-------I guess i was wrong in my assumption that the dealer in question was the one that I had a bad experience with.

I'm not sure what to say at this point.


Modified by Capt. Home Slice at 8:59 AM 4/7/2005
 
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