Kawasaki Sportsbike Riders Club - Australia - Online Forum

Just thought I would let every body know how impressed I was with On Two Wheels at Penriff and Berik over an issue with my Berik Boots.

Last week the zipper in one boot split behind as I zipped it up and I was unable to put it back in. I called On Two Wheels Penriff (place of purchase Nov 2008) and Chris told me to bring the boots in and he would get the Berik Rep to look at them. Droped em off Thursday. Rep came Friday. Brand new boots Monday..

Excelent service......................

It is when things go wrong you sort out the good stores from the bad ones............ I was expecting to have the boots sent away for a few weeks and just get the zipper repaired or replaced.

I'ts good to know a company like Berik stand behind their product.

sweet! nice work mate.

I don't see that as good service. To me, your contract of purchase is with the retailer, not the wholesaler. Good service to me, would be for the retailer to look at the boots, identify they had failed and hand you a new set of boots. Then, they take it up with the wholesaler. Thus, not inconviencing the buyer any further than having to return the faulty goods with one visit, rather than two! It's also my understanding of retail law, although I am happy to stand corrected if someone has a different spin on it! I am pretty sure last time I bought a shirt from Myer that was faulty, that once I showed them the fault, they handed me a new one...that's what I call good service!

Strika wrote:I don't see that as good service. To me, your contract of purchase is with the retailer, not the wholesaler. Good service to me, would be for the retailer to look at the boots, identify they had failed and hand you a new set of boots. Then, they take it up with the wholesaler. Thus, not inconviencing the buyer any further than having to return the faulty goods with one visit, rather than two! It's also my understanding of retail law, although I am happy to stand corrected if someone has a different spin on it! I am pretty sure last time I bought a shirt from Myer that was faulty, that once I showed them the fault, they handed me a new one...that's what I call good service!

I get your point Strika but I think for some reason it is horses for courses. I know clothing should be the same as Myers but in a bike shop if you have a fault with a new bike the shop will not give you a new one they will go to the supplier for that desicion. The same then applies for every thing they sell in the shop. That seems to be the bike industry mentality. I still think a couple of days turn around for a new pair of boots is pretty good though. I would be happy with that. Although if it was an obvious fault the shop could have contacted the supplier by phone for an answer there and then. Then you would have to worry if there was stock of a replacement etc etc.

ZXR750 wrote:

Strika wrote:I don't see that as good service. To me, your contract of purchase is with the retailer, not the wholesaler. Good service to me, would be for the retailer to look at the boots, identify they had failed and hand you a new set of boots. Then, they take it up with the wholesaler. Thus, not inconviencing the buyer any further than having to return the faulty goods with one visit, rather than two! It's also my understanding of retail law, although I am happy to stand corrected if someone has a different spin on it! I am pretty sure last time I bought a shirt from Myer that was faulty, that once I showed them the fault, they handed me a new one...that's what I call good service!

I get your point Strika but I think for some reason it is horses for courses. I know clothing should be the same as Myers but in a bike shop if you have a fault with a new bike the shop will not give you a new one they will go to the supplier for that desicion. The same then applies for every thing they sell in the shop. That seems to be the bike industry mentality. I still think a couple of days turn around for a new pair of boots is pretty good though. I would be happy with that. Although if it was an obvious fault the shop could have contacted the supplier by phone for an answer there and then. Then you would have to worry if there was stock of a replacement etc etc.

Automotive retail law falls under a different act as far as I am aware. Once again, I'm happy to stand corrected if someone has a more knowledgeable facts set!

That's great service!

The zipper on my RST winter jacket busted after owning it for 6 weeks. Was told they'd have to send it away so brought a 2nd hander cheapie dri-rider off ebay and so i didn't put any mates out borrowing jackets.

Returned it. Was given 2 different stories, firstly it was to be sent to the wholesaler in syd to be sent to melbourne to be assessed, then the rep was going to come in and exchange it a day later(didn't happen). Been without it for about 4 weeks now. Contacted the store about 4 times, always "nope, haven't heard anything yet"....

Like I said, 2 days - good service!

I also am not sure on the retail law. But i bet in the fine print like most warranty's it would say that "the manufacturer decides on replacement or repair"..... and that is all time consuming...

The boots were actually available on the Saturday morning but I couldn't get there. So they were replaced instore really inside 24 hours....

Strika wrote

I don't see that as good service. To me, your contract of purchase is with the retailer, not the wholesaler. Good service to me, would be for the retailer to look at the boots, identify they had failed and hand you a new set of boots. Then, they take it up with the wholesaler. Thus, not inconviencing the buyer any further than having to return the faulty goods with one visit, rather than two!

You might want to be pedantic about that, but I was totally impressed by the attitude of Chris at On Two Wheels and the quick response from the Rep at Berik...

just to fill you in on what customer service actually is, I ran a kawasaki Dealership from 1995 to 1997. Here's how we worked things. We sold a product. Let's say it was a pair of boots for example. If a client came back in with a duffed zipper, we would check out the boots, make sure we couldn't see any evidence of abuse, then hand the client a new pair of boots. We would then take it up with the supplier. Our attitude to the supplier was that if they didn't accept the faulty item back and issue a credit or a replacement, that was fine....we just wouldn't order any more product from them! Simple! Soon enough, the suppliers just accepted that's how it was and we continued doing business. In all those years, none of the items were ever repaired and returned, as it simply not cost effective. The only exception was leather stitching. If this was faulty, I'd run it around the corner and have a little Chinese dude redo them. He was great and used quality stuff to repair all in an hour! No inconvenience to the client! I just don;t get retailers these days. Things are meant to be tough??? If things were so tough, you would think they might improve their practices???

tim wrote:The zipper on my RST winter jacket busted after owning it for 6 weeks. Was told they'd have to send it away so brought a 2nd hander cheapie dri-rider off ebay and so i didn't put any mates out borrowing jackets.

Returned it. Was given 2 different stories, firstly it was to be sent to the wholesaler in syd to be sent to melbourne to be assessed, then the rep was going to come in and exchange it a day later(didn't happen). Been without it for about 4 weeks now. Contacted the store about 4 times, always "nope, haven't heard anything yet"....

Next time you call the store i'd ask for the importers number and call them direct (Monza Imports, Customer Service 1300 466692) and calmly express your concerns to them directly. This should sort you out.

"Distributing the best brands is one thing, but our specialty is backing it up with the best people and the best service in the industry".
John Chiodo - Managing Director of Monza Imports.

Strika wrote:just to fill you in on what customer service actually is, I ran a kawasaki Dealership from 1995 to 1997. Here's how we worked things. We sold a product. Let's say it was a pair of boots for example. If a client came back in with a duffed zipper, we would check out the boots, make sure we couldn't see any evidence of abuse, then hand the client a new pair of boots. We would then take it up with the supplier. Our attitude to the supplier was that if they didn't accept the faulty item back and issue a credit or a replacement, that was fine....we just wouldn't order any more product from them! Simple! Soon enough, the suppliers just accepted that's how it was and we continued doing business. In all those years, none of the items were ever repaired and returned, as it simply not cost effective. The only exception was leather stitching. If this was faulty, I'd run it around the corner and have a little Chinese dude redo them. He was great and used quality stuff to repair all in an hour! No inconvenience to the client! I just don;t get retailers these days. Things are meant to be tough??? If things were so tough, you would think they might improve their practices???

If only there were more people like you running dealerships, we could rely on a handshake and wouldn't need warranties...... but unfortunately I've been having a bad time with dealers lately. Bought a used 2007 ZX10R from Image M/C Gosford (the salesmanagers own bike) & they didn't supply the red key. The salesmanager moved on and Image says back luck no key...........

Strika wrote:just to fill you in on what customer service actually is, I ran a kawasaki Dealership from 1995 to 1997. Here's how we worked things. We sold a product. Let's say it was a pair of boots for example. If a client came back in with a duffed zipper, we would check out the boots, make sure we couldn't see any evidence of abuse, then hand the client a new pair of boots. We would then take it up with the supplier. Our attitude to the supplier was that if they didn't accept the faulty item back and issue a credit or a replacement, that was fine....we just wouldn't order any more product from them! Simple! Soon enough, the suppliers just accepted that's how it was and we continued doing business. In all those years, none of the items were ever repaired and returned, as it simply not cost effective. The only exception was leather stitching. If this was faulty, I'd run it around the corner and have a little Chinese dude redo them. He was great and used quality stuff to repair all in an hour! No inconvenience to the client! I just don;t get retailers these days. Things are meant to be tough??? If things were so tough, you would think they might improve their practices???

I am not questioning you on your policies but to not deal with a supplier again in such a small industry would surely restrict your operation. There were only about three or four major suppliers then in the industry. You can't refuse to deal with all of them.
But saying that the suppliers are mostly pretty good. I found it was usually the dealers that put things in the too hard basket.

tim wrote:That's great service!

The zipper on my RST winter jacket busted after owning it for 6 weeks. Was told they'd have to send it away so brought a 2nd hander cheapie dri-rider off ebay and so i didn't put any mates out borrowing jackets.

Returned it. Was given 2 different stories, firstly it was to be sent to the wholesaler in syd to be sent to melbourne to be assessed, then the rep was going to come in and exchange it a day later(didn't happen). Been without it for about 4 weeks now. Contacted the store about 4 times, always "nope, haven't heard anything yet"....

Like I said, 2 days - good service!

Thats bullshit Tim.
MOnza's have an office in North Rocks I think RST are by Monza if not check one of their adds in a magazine for contact details. I would contact them and tell them of the great service you are getting from the dealership. Get them to comit to a time to meet you at the shop to inspect the jacket. Then see the difference in the attitude of the shop you are dealing with.