OCMoto Forum Thread on Motorhelmets.com -- Title: VERY DISAPOINTING lAST VISIT T

[windsurfer]

Here's a copy of a silly post from OCMoto Forum of Orange County.  Looks like they have some members a bit upset about not getting their way.

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Title: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 01:18PM 
I have always found great deals at motorhelmets.  I have purchased my full suit, street and dirt boots, 3 helmets, gloves, body armor, skid plates hand guards and all kinds of accesories all totaling well over $2,500.  I have suggested many of my riding buddies to shop there countless times.  and today I am a very unsatisfied EX-customer. 

I ordered some hand guards from them at the end of Dec they said they would be there at the end of the week.  so I went in on Friday, they said that they werent there yet and they would be there on Monday.  So Monday I go in and they ordered the wrong ones.  So they said come back in a week.  well this time I waited 2 weeks because I was out of town.  I went in today and they had the correct guards but i had forgotten my reciept.  the new guy at the counter is a moron and doesn't know how to use the computer, and has no records of me paying for it.  The nice lady that normally helps me is gone till monday and they said i have to come back then.  I told them no that's rediculous and after about 30 minutes of them trying to find a record while i was on my lunch break i left with the parts and said I would fax my reciept.  I got back to my office faxed them the reciept then called to follow up.

The guy yelled at me for not prooving I had payed for it i told him to check his fax he said he would but i am no longer welcome in his store.  He obviously does not need my business so I guess he doesn't need anybody elses either.  I will never shop there again and I will never speak good of them again.  Please if you need something go to one of our sponsors instead.  He just lost a great customer over $35.00 that I had already paid a month ago.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: H-2 CHARLIE on 01/28/11 01:34PM
 
    I  like the deals i get there ... ruben has always ben extra fair with me and i only deal with him on prices ....

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 01:37PM
 
Ruben has always been good to me and if he had been there it probably wouldn't have been an issue but since he is gone they don't know what there doing.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/28/11 01:41PM
 
I usually bring my receipt when I come to pick up items that have been pre- or special ordered. I can understand that you forgot your receipt when you arrived, and that the new guy working the counter was not able to find the record of your purchase.

If I arrived without a receipt, and the salesperson helping me can't find proof of my purchase, nor do they remember me purchasing it, I would be very surprised if they just let me walk out of the store with the merchandise based purely on my word that I had paid for it. That's what the receipt is for, isn't it? To prove that I paid for it? And if I hightailed it out of the store with my five fingered discount, basically saying screw you new guy, I'll fax you the receipt but I'm walking out of here with my stuff now, I'd expect some choice words from him if I talked to him again. Wouldn't the more correct procedure be to go back to the office, get my receipt, then come back to claim my goods?

I can understand your frustration with their sales process. I can also understand that perhaps their inventory and sales system should be better maintained so that anyone can look up pre- and special orders. I don't know why they don't have a better sales system, although I do know that good ones cost money to buy, and money to maintain, so perhaps they are using the one that works best for them? If I owned a retail store, I'd be pretty upset if my employee just gave merchandise away to whomever walked in and claimed that they had already paid for it with no receipt and without being able to verify it on the computer system. YMMV, of course.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: FreeDaze on 01/28/11 01:48PM
 
was the guy who yelled at you the "new" guy or another person?

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 01:50PM
 
The problem is i needed the handguards today because i'm going to the desert tonight but need to go by another shop to get my tire before I leave.  Like i said this was my lunch break so i didn't have time to go back today.  plus i should have had these 3 weeks ago but they ordered the wrong ones.  plus they were not there the day the initially said they would be.  thats four trips there already I didn't want to make it 5.  I paid for it they were mine there is no five finger discount on something I already paid for.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 01:51PM
 
Supposedly the owner.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/28/11 01:54PM
 
Quote from: Comp720 on 01/28/11 01:50PM
I paid for it they were mine there is no five finger discount on something I already paid for.
 

I did not mean to imply that you are a thief, I meant that in the eyes of the salesperson, who never met you, wasn't there to take your order, sees that you have no receipt, and is unable to find proof of your purchase on the computer, he might see you walking out with the stuff while saying "i'll fax you the receipt later" as a five fingered discount. Of course, the facts are that you did pay for it and were in the right.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/28/11 01:57PM
 
The only thing that I typically pre-order and pay for are trays of eggrolls and fried rice for parties, and special order birthday cakes. I know what happens if I show up to pick up food without a receipt. I walk away with nothing, and have to go back home to get the receipt. But mostly that's because their order systems are not computerized, so the handwritten paper receipt is the only record of sale.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 01:58PM
 
He actually did see me the day i originally bought the stuff was his first day that's how i know he is new.  on that day i asked him for help and he said sorry I don't know it's my first day.  i even brought that up to him and said look in the computer on that day it should show in the system that i bought it.  I told him exactly everything i bought that day.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: KMW Steve on 01/28/11 02:03PM
 
Quote from: kingkong5 on 01/28/11 01:41PM
I usually bring my receipt when I come to pick up items that have been pre- or special ordered. I can understand that you forgot your receipt when you arrived, and that the new guy working the counter was not able to find the record of your purchase.

If I arrived without a receipt, and the salesperson helping me can't find proof of my purchase, nor do they remember me purchasing it, I would be very surprised if they just let me walk out of the store with the merchandise based purely on my word that I had paid for it. That's what the receipt is for, isn't it? To prove that I paid for it? And if I hightailed it out of the store with my five fingered discount, basically saying screw you new guy, I'll fax you the receipt but I'm walking out of here with my stuff now, I'd expect some choice words from him if I talked to him again. Wouldn't the more correct procedure be to go back to the office, get my receipt, then come back to claim my goods?

I can understand your frustration with their sales process. I can also understand that perhaps their inventory and sales system should be better maintained so that anyone can look up pre- and special orders. I don't know why they don't have a better sales system, although I do know that good ones cost money to buy, and money to maintain, so perhaps they are using the one that works best for them? If I owned a retail store, I'd be pretty upset if my employee just gave merchandise away to whomever walked in and claimed that they had already paid for it with no receipt and without being able to verify it on the computer system. YMMV, of course.
 

I've never shopped there but it sounds like any special order is "pre-paid" before they order it. 

If that is their policy, they know that the parts were paid for and there was no reason for the sales person/owner who spoke with Comp720 on the phone to get nasty and ban him from the store.  Comp720 even went so far as to fax the receipt to them to show proof.

Pretty rude especially when they have no means, or the person at the store when Comp720 went in does not know how to look up past orders.

IMO that is just bad for business...... 


 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: TheChad on 01/28/11 02:05PM
 
Plenty of other businesses that will want your cash, if this company cant handle the transactions in a reasonable manner. Thats quite a few screw ups to tolerate, along with piss poor customer service. Too many companies hurting out there, to reward bad service.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 02:07PM
 
Thanks guys i'm glad some people understand.  and your right they MADE me pre pay before they would order sooooo why wouldn't it have been paid for???

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/28/11 02:07PM
 
Quote from: Comp720 on 01/28/11 01:58PM
He actually did see me the day i originally bought the stuff was his first day that's how i know he is new.  on that day i asked him for help and he said sorry I don't know it's my first day.  i even brought that up to him and said look in the computer on that day it should show in the system that i bought it.  I told him exactly everything i bought that day.
 

OK, I changed my mind. I now agree with you. That's a terrible way to run a shop. The employee lacks the skills to do his job if he can't look up a pre-order on the computer in lieu of a receipt, plus if he was there when you bought other stuff he should remember you. And if the owner defends his lackadaisical employee's story over the customer, well, I hope he's prepared for the big drop in sales.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: mxracer95 on 01/28/11 02:50PM
 
Few lessons you hopefully learned...

1) Always call ahead. The motorcycle parts supply chain is not as reliable as other industries.  Sometimes it takes more (or less) time for a part to arrive than what is expected.

2) Humans make mistakes. Sometimes the wrong part gets ordered. Sometimes the supplier send the wrong item. After spending some time behind the counter, you learn just how confusing some of the catalogs can be.

3) Don't hate on a new guy for being new.  I'm sure you were new at a job once or twice and didn't know what the hell you were doing.

4) In the weeks since you placed the order, you had only that one transaction with them to remember.  They may have had many hundreds of customers and transaction in that time. Do you really expect them to remember every conversation and transaction details they have with every customer?

5) I don't know if this is what happened, but I would assume you got a little... testy with them? Maybe raised your voice? Used profanity? Made threats? If any of that happened, even if the store totally screwed everything up, I'd ask you not to come back again also.  Even incompetitent people need to be treated with a certain respect.

[windsurfer]

 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Dan on 01/28/11 02:53PM
 
you should probably talk to ruben about what happened.....see what he says

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 02:55PM
 
No actually i didn't raise my voice at all I made no threats no profanity, nothing, all I did was said i'm going to take these now and i'll fax you a copy of the receipt when I get back to the office and then I left.  I was very polite with him on the phone too until he started being a dick then said I wasn't welcomed back in his shop so i just said ok and hung up.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 02:56PM
 
I was hoping he would see this and maybe he would comment is he on here?

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/28/11 03:00PM
 
It's most likely moot, but when you said "I'm going to take these with me now, and I'll fax you the receipt when I get back to my office" did you wait for the salesperson to give you approval on that plan of action, or were you just making a statement and weren't waiting for a response as you left?

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Dan on 01/28/11 03:01PM
 
no idea......i was introduced to this shop and ruben in particular maybe about a week ago. never knew about them before that. he was pretty cool. one of my riding buddies out in LA told me i could get a battery for my bike for about 50 bucks from there and i needed one bad. i called him and he quoted me 60 bucks. i was like whatever, close enough. i mentioned that my buddy said something about a 50 dollar special but i said 10 bucks would not be a problem. when i got there he rung me up for 50 bucks without saying anything. so i thought that was pretty cool.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: The Guamaniac on 01/28/11 03:08PM
 
There used to be the saying, "the customer is always right" and while that may not pertain to customers being a PITA, when there is an issue or problem that is no fault of the customer, the fault obviously lies with the business. Regardless of it being a supplier or employee. Therefore, the business should do whatever it takes to go above and beyond the customers expectations to make it right. If the new guy was unable to handle the situation, then where was his supervisor? The company I work with deals with irate customers on a daily basis. It is the way these customers are handled that keeps the company in business. That is what customer service is all about. I'm sure if they took care of him, Comp would have given them props.

In this day and age customer service has gone down the toilet. Employees of businesses act as if the customers owe them something.

[windsurfer]

 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 03:12PM
 
to tell you the truth i have always liked shopping there and thought they were really nice my biggest rant is that they said I am not welcomed there any more, even though I was polite and I did follow up with a fax and a phone call.  Really I didn't do anything wrong they just have shitty record keeping which was going to cost me another 45 miutes drive time for a 5th time, and another weekend banging my knuccles up.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Hondarider88 on 01/28/11 04:07PM
 
so did you ever get your purchase or did they screw you over? I was never a fan of shopping their. I usually go to Cycle Part west, cycle gear or chaparral Motorsports.. why do you drive to motorhelmet that place is far from where you live?

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: njineermike on 01/28/11 04:26PM
 
When a company that I spend hard earned cash at tells me "we don't want you money or your business" I'm happy to comply. Somebody else will be thrilled to get the business.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: abearden on 01/28/11 04:53PM
 
Quote from: njineermike on 01/28/11 04:26PM
When a company that I spend hard earned cash at tells me "we don't want you money or your business" I'm happy to comply. Somebody else will be thrilled to get the business.
 
Bingo. Especially in this economy with so many shops going out of business. The right answer was "okay, well, have fun this weekend, I'll talk to so-and-so when they get in. If it turns out things didn't go through, we'll charge your card. If they did, I'm really sorry about the hassle. Either way, you'll get a call Monday." Not like they don't have a long history of him ordering, probably his address, and more than enough to start shop-lifting charges. "You're not welcome here" kills the customer relationship dead regardless of what actually happened.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: LBCR1 on 01/28/11 05:20PM
 
Quote from: Comp720 on 01/28/11 03:07PM
Quote from: kingkong5 on 01/28/11 03:00PM
It's most likely moot, but when you said "I'm going to take these with me now, and I'll fax you the receipt when I get back to my office" did you wait for the salesperson to give you approval on that plan of action, or were you just making a statement and weren't waiting for a response as you left?
 

He walked away to go talk to somebody or something so i just left.
 


so did they give the ok for you to walk out with the parts or did you just grab them when he turned his back to you to talk to someone. if  they didnt ok you taking the parts wouldnt that be considered stealing since you provided no proof you were the one who purchased the parts and they couldnt find it in the computer.

i know a few places what will not release parts unless a receipt is provided by the customer.

 

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 05:32PM
 
Sure I guess you could consider that stealing had I not paid for it a month in advance and so what happends if I lost the reciept I just loose my money that I gave them thinking they were responsible enough to handle it and keep propper records? 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: LBCR1 on 01/28/11 06:00PM
 
it is stealing since no proof of payment was given and they couldnt find the records of your purchase. if an officer was standing there would he say you stole the parts or trust that you had paid for them a month ago but you have no proof. i have never lost a receipt for a purchased item that i still need to pick up once it comes in. i always bring my receipt with me i see you situation and both at fault. you for not bringing proof of purchase and them for bad record keeping, there is probably another side to the story that we may never know and just have to take your word on what happened. im sure there will be people on here that will accept what you say as exactly what happened but im more inclined to believe that you probably got upset and yelled a bit or cursed at them since this is your 4th trip there and having problems.



but anyways atleast you did fax them the receipt like you said you would

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Frank on 01/28/11 06:22PM
 
Quote from: Comp720 on 01/28/11 05:32PM
Sure I guess you could consider that stealing had I not paid for it a month in advance and so what happends if I lost the reciept I just loose my money that I gave them thinking they were responsible enough to handle it and keep propper records? 
 

No obviously you would wait for Ruben or whoever to get back and straighten everything out. I understand your point of view. But I think you could have avoided the whole situation bringing in your receipt. If you feel that it brought you so much stress to never go back again, then I completely understand (especially how much money you've spent there). I will continue to do business with them because of their customer service and prices are great. Sucks you had a bad experience.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: H-2 CHARLIE on 01/28/11 06:38PM
 
  hey bro ... the best thing to do if its not resolved by now is to go there and talk to the person you gave your money to and thats it . GOOD LUCK  cooler heads prevail .

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: grôm111 on 01/28/11 07:06PM
 
Quote from: Comp720 on 01/28/11 05:32PM
Sure I guess you could consider that stealing had I not paid for it a month in advance and so what happends if I lost the reciept I just loose my money that I gave them thinking they were responsible enough to handle it and keep propper records? 
 

Hmmm..Sucks this happen to you Comp720, Should of talked with Ruben one of your five visits.
I for one have never prepaid for an item I've ordered at motorhelmets. I've always been treated well.

If they did what you say, that sucks and they shouldn't have done that. I'm curious to see their side of this story. You should still go and talk to Ruben.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: greenagain on 01/28/11 07:42PM
 
I can see why you're pissed, and you're presenting a rational case here at least.
There's nothing more annoying than having to make multiple trips because someone screws up.

The only place that we really have a vote today is with our wallets.
I've had good luck with Cycle City on more than a few goofy orders, and Junior won't miss your business over the price of something.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: 3 Sheets on 01/28/11 07:43PM
 
Fair prices on some items, but their customer service is terrible.  There were three gangster's chopping in up behind the counter.  I stood there for about 5 min., then some homeboy walked in the store and one of the homme's greeted him with a coyote call and handshake hug!  I finally had to break up their make out session to get a proper size.  I did buy the boots, and after the purchase told them there customer service was disappointing.  The ass ringing me up mumbled under his breath and dogged me as I walked out.  I too will never patronize this store again.  My money will not support G-bangen a-hole managed establishments.   

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: jimijukebox on 01/28/11 08:21PM
 
Quote from: Comp720 on 01/28/11 03:07PM
Quote from: kingkong5 on 01/28/11 03:00PM
It's most likely moot, but when you said "I'm going to take these with me now, and I'll fax you the receipt when I get back to my office" did you wait for the salesperson to give you approval on that plan of action, or were you just making a statement and weren't waiting for a response as you left?
 

He walked away to go talk to somebody or something so i just left.
 

It seems like motorhelmets was mainly at fault so far... until this point, I believe.  You can't right a wrong with another wrong.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Doyle Davison on 01/28/11 08:35PM
 
For a business that size that is really bad business, if you can not even look up someones name in the computer, come on, as for me, I have only been there once and liked there selection but they did nothing to acknowledge me and the guys were too busy chatting behind the counter. maybe this will bump start there customer service skills.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: boom59 on 01/28/11 09:07PM
 
Unless Ruben helps you, you are shit out of luck.

I tried to ask for a price on an exhaust system, and a girl said I'd have to wait until the next day when Ruben gets back......  Noone at the shop can quote a price except Ruben?  wtf is the deal.

 

[windsurfer]

 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Taino Warrior on 01/28/11 09:56PM
 
Quote from: boom59 on 01/28/11 09:07PM
Unless Ruben helps you, you are shit out of luck.

I tried to ask for a price on an exhaust system, and a girl said I'd have to wait until the next day when Ruben gets back......  Noone at the shop can quote a price except Ruben?  wtf is the deal.
 
  That's what i was thinking  why are people working there that are incompetent.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 10:03PM
 
Thanks everybody for sticking up for me.  Honestly all I want is an apology for making a good customer feel like a criminal.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: ducatidennis on 01/28/11 10:08PM
 
Funny...

I work the counter for Napa, and anytime that I need someone pay in advance, I will normally make a copy of the receipt.. Just in case I'm not present when they come in to p/u their item... The fact that said store recognized the fact that those were the hand guards you ordered, is verification enough.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: pandaboy84 on 01/28/11 10:58PM
 
The owner is a D bag who owes my good friend Domonic cash for that sissy slapfighting school he opened next door and their prices are not that great. I went there to get tires mounted cause I needed them asap and paid hefty for it then when Ruben told me I needed breaks I was a few bucks short of cash on hand (no more then 5 bucks) I asked him to cut me a deal for both the tire mount and breaks he said no can do and charged me for labor on both.
Personally I will never do business with them again as too many helpful members and business owners on this forum.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/28/11 11:52PM
 
Yep

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: madmac66 on 01/29/11 12:40AM
 
cant say i'm surprized. I always felt like the staff couldnt give a shit when i shopped there. Worse customer experience than Frys. At least CycleGear you get a hello when you walk into the store. Thats what the internet is there for. If these brick an mortar retail stores cant figure out they need to kiss my arse when I walk into their store then they are doomed. I only shop at Amazon these days, or in this case it would be BikeBandit or something.

Sorry you had to go through that. If they had a clue they would have given you a discount for fluffing up the order and kissed your arse not to take your biz elsewhere. Oh well, their loss

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: CWICK on 01/29/11 01:08AM
 
wish these guys would read this. only reason i go there is b/c ruben hooks it up. cool dude and runs a good shop; minus everyone else there.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Jerry on 01/29/11 08:46AM
 
I was there looking for a helmet for me and one for my daughter, and a jacket. Every time  (about six trips back and forth) I needed a price, or had a question, I had to go to the front counter and ask for assistance. 3 guys behind the counter were too busy talking to their friends to give me some time and answer my questions. 
Needless to say,  walked out without buying anything, and never went back. That happened about 2 years ago.

I tend to spend my money in local places to support the small business owners, but I'm getting fed up with their customers service,  prices, and attitude. Oh yes, I been told "buy it online" when I ask if they can match the online prices to make a purchase on the spot.
 

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: md6380 on 01/29/11 11:11AM
 
Generally speaking, service costs money.  If you're getting a great deal then you can't really complain about the service.  If you want great service, we willing to cough up the extra money. 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Joe! on 01/29/11 03:04PM
 
I live nearby Motorhelmets and have always had good experiences with them.  Unfortunately for them, hearing this is enough to make me stop shopping there.  In all reality, motorcycle parts vendors are a dime-a-dozen and I refuse to give Motorhelmets' staff the opportunity to ever treat me like this.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: cbrsmurf on 01/29/11 04:19PM
 
Walking out of the store w/ the part (w/o receipt and w/o confirmation by the sales assoc) is wrong.  No grey area there, just wrong.

However, if a business cannot lookup a customer ID through sales record if the customer did not bring a receipt, is just poor business organization.  Furthermore, calling a customer to bitch them out over $35 when proof of purchase has been provided is just stupid business-sense. 

just my 2c

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: The Guamaniac on 01/29/11 08:57PM
 
Quote from: md6380 on 01/29/11 11:11AM
Generally speaking, service costs money.  If you're getting a great deal then you can't really complain about the service.  If you want great service, we willing to cough up the extra money. 
 

You're wrong! That idea or attitude is exactly why companies like this stay in business. There are tons of people out of work that can and would provide great customer service. The current employees are getting paid to do a job that they are obviously failing at and therefore this shop is losing customers because of it. It's bad business that will end up leading to no business, except for people like you who accept that shitty service is ok because you received a good deal. I'd rather pay a little more and be treated like a valued customer. So what happens when you have an issue with the part you got a great deal on? Their crappy service may not be able to resolve your issue in a timely manner, but hey you got a great deal!

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Wyo Rob on 01/29/11 09:06PM
 
Personally, House of Motorcycles and Cyclegear are the only two MC joints I can physically bring myself to enter for my purchases. I have great experiences with both, every time. There's a lot of shops I haven't been to (especially up here in OC/LA), don't get me wrong, and they might be winners. However, the crappy service has driven me out of all that I have been to, aside from those two.

I haven't been into the shop in question, and after this thread, I sure as hell won't in the future. Good customer service doesn't COST money, it MAKES money. Any idiot can be a salesman and make an intial sale, but good customer service makes the repeat sales, whether it's a sales department or a service department.

I appreciate the feedback given on this thread, and can use it to save myself from a shitty experience. Thanks to all who participated on both sides, seriously.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: agustin on 01/29/11 09:09PM
 
Motorcycle shops, like many bicycle shops have crappy customer service. I also have gone to Motorhelmets and ONLY purchased from them because they happened to have what I needed in stock and needed it ASAP. I have found a few local shops and do buy from them when I can but I mostly shop online now. My experience mirrors what many here have posted and it's why I am not a repeat customer.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kosherbakin on 01/30/11 01:56AM
 
Well i was concerned about Motorhelmets, as i am a costomer as well. So i went to there website and in the comments part I asked them to look at this thread and this is the response i got back:

re: index.php?topic=37758.0  Thanks for your comments Greg:  We do what we can to help our customers and take care of their needs. The truth is, we can never make everyone happy all the time. That's true in business and relationships. And yes, many times we do make mistakes. And yes, we're short staffed.. Yes, we need more trained people. But these things cost money, and the truth is, at the end of the day, customers aren't willing to pay for it.

Now.. commenting on the post from ocmoto... Anyone can rant whatever they want online and say whatever "side" of their story they wish. Unfortunately this incident happend, but I believe the store did little wrong. (yes, someone should've labeled the item w/ a copy of his receipt and name) If a customer pre-pays for an item and gets a receipt slip, we have a record of that purchase. But we do not record that customer's personal information (name, phone, address). Unless the sales rep knows this customer, or unless the customer brings in a copy of his receipt, it makes it very difficult for us to verify the customer's actual purchase. How do we know it was him? How do we associate an anonymous invoice w/ a person off the street? It's very difficult. We do not ask for customer's personal name or information, thus no way to track down indiviual purchases unless they bring a receipt. Thus we requested him go and get his invoice or come back and talk to a sales person he knew (Ruben). The client may have been telling the truth (yes maybe he did pay for the item), but again, he's only seeing this from his Point of View. Not ours. From our point of view, he's some Joe who walked off the street claiming he paid for something and he has no proof or evidence. So he decides to just walk off with it using his own personal moral justification. He had no authorization from us, and no approval. In our point of view, he walked off without proper approval, and basically, he took something that wasn't his (with proof). He by law, robbed the store. Try doing that at any other store... I think the same thing would result. Thus the store management is upset, and they have the right to be. If he's willing to come back to store, apologize and make things right, Im sure rational heads can come to an understanding.  Thanks for your interest in Motorhelmets.   Regards,Dave / Customer Service

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: calinip on 01/30/11 02:04AM
 
Quote from: kosherbakin on 01/30/11 01:56AM

re: index.php?topic=37758.0  Thanks for your comments Greg:  We do what we can to help our customers and take care of their needs. The truth is, we can never make everyone happy all the time. That's true in business and relationships. And yes, many times we do make mistakes. And yes, we're short staffed.. Yes, we need more trained people. But these things cost money, and the truth is, at the end of the day, customers aren't willing to pay for it.

Now.. commenting on the post from ocmoto... Anyone can rant whatever they want online and say whatever "side" of their story they wish. Unfortunately this incident happend, but I believe the store did little wrong. (yes, someone should've labeled the item w/ a copy of his receipt and name) If a customer pre-pays for an item and gets a receipt slip, we have a record of that purchase. But we do not record that customer's personal information (name, phone, address). Unless the sales rep knows this customer, or unless the customer brings in a copy of his receipt, it makes it very difficult for us to verify the customer's actual purchase. How do we know it was him? How do we associate an anonymous invoice w/ a person off the street? It's very difficult. We do not ask for customer's personal name or information, thus no way to track down indiviual purchases unless they bring a receipt. Thus we requested him go and get his invoice or come back and talk to a sales person he knew (Ruben). The client may have been telling the truth (yes maybe he did pay for the item), but again, he's only seeing this from his Point of View. Not ours. From our point of view, he's some Joe who walked off the street claiming he paid for something and he has no proof or evidence. So he decides to just walk off with it using his own personal moral justification. He had no authorization from us, and no approval. In our point of view, he walked off without proper approval, and basically, he took something that wasn't his (with proof). He by law, robbed the store. Try doing that at any other store... I think the same thing would result. Thus the store management is upset, and they have the right to be. If he's willing to come back to store, apologize and make things right, Im sure rational heads can come to an understanding.  Thanks for your interest in Motorhelmets.   Regards,Dave / Customer Service


 
WOW......this guy/place is a sack of Sh!T

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: md6380 on 01/30/11 05:55AM
 
Quote from: The Guamaniac on 01/29/11 08:57PM
Quote from: md6380 on 01/29/11 11:11AM
Generally speaking, service costs money.  If you're getting a great deal then you can't really complain about the service.  If you want great service, be willing to cough up the extra money. 
 
... The current employees are getting paid to do a job that they are obviously failing at and therefore this shop is losing customers because of it. ...
 
In this particular case the employee could have provided better customer service.  For the employee to provide better customer service, you'd need to give additional training to the employee which requires additional effort/time which cost the business money.

The other option would be to hire an employee that already has the proper customer service training, which also costs more money.

 
Quote from: The Guamaniac on 01/29/11 08:57PM
...I'd rather pay a little more and be treated like a valued customer...
 
My point exactly.  If you want better service, be willing to pay more.


I'm not trying to say that providing bad customer service is acceptable.  I'm trying to say that service costs money, if you want it, be willing to pay for it. 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: cyborg101 on 01/30/11 06:22AM
 
Quote from: Comp720 on 01/28/11 01:58PM
He actually did see me the day i originally bought the stuff was his first day that's how i know he is new.  on that day i asked him for help and he said sorry I don't know it's my first day.  i even brought that up to him and said look in the computer on that day it should show in the system that i bought it.  I told him exactly everything i bought that day.
 

Maybe the New Guy doesn't remember you? Maybe the New Guy is the type of person who remembers names, but not faces.

How is anyone supposed to remember every single thing that every single person bought?

Also, computers are not perfect either.

Any place I go to pick up stuff that I ordered. I always bring a copy of the receipt. What if the computers are down that day for some reason. So I'm always prepared for the worst case scenario.

 

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: cyborg101 on 01/30/11 06:24AM
 
Quote from: kingkong5 on 01/28/11 02:07PM
Quote from: Comp720 on 01/28/11 01:58PM
He actually did see me the day i originally bought the stuff was his first day that's how i know he is new.  on that day i asked him for help and he said sorry I don't know it's my first day.  i even brought that up to him and said look in the computer on that day it should show in the system that i bought it.  I told him exactly everything i bought that day.
 

OK, I changed my mind. I now agree with you. That's a terrible way to run a shop. The employee lacks the skills to do his job if he can't look up a pre-order on the computer in lieu of a receipt, plus if he was there when you bought other stuff he should remember you. And if the owner defends his lackadaisical employee's story over the customer, well, I hope he's prepared for the big drop in sales.
 


Maybe the New Guy doesn't remember Comp720? Maybe the New Guy is the type of person who remembers names, but not faces.

How is anyone supposed to remember every single thing that every single person bought?

Also, computers are not perfect either.

Any place I go to pick up stuff that I ordered. I always bring a copy of the receipt. What if the computers are down that day for some reason. So I'm always prepared for the worst case scenario.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Joe! on 01/30/11 08:15AM
 
The whole order and receipt issue aside, I'm more focused about the yelling at a customer on the phone.  It doesn't matter if the employees make minimum wage.  That's just something you shouldn't do.  Goodbye, Motorhelmets.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/30/11 12:14PM
 
Wow I'm surprised that they couldn't tell me from a random person off the street when I walked in and said hey I ordered some black mair hand guards that should be in.  They were not in plain site and they are in addition to something else I bought there. Therefore they would do someone off the street no good as they would not have the brackets for them.  What random person would sit there ask for something specific and tell them to look in there system while he waited for 30 mins just to walk out with 35 dollar material.  There would be much easier ways to steal something. Like all the rest of the stuff in there that's not behind the counter.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: TheChad on 01/30/11 01:15PM
 
Quote from: kosherbakin on 01/30/11 01:56AM
Well i was concerned about Motorhelmets, as i am a costomer as well. So i went to there website and in the comments part I asked them to look at this thread and this is the response i got back:

re: index.php?topic=37758.0  Thanks for your comments Greg:  We do what we can to help our customers and take care of their needs. The truth is, we can never make everyone happy all the time. That's true in business and relationships. And yes, many times we do make mistakes. And yes, we're short staffed.. Yes, we need more trained people. But these things cost money, and the truth is, at the end of the day, customers aren't willing to pay for it.

Now.. commenting on the post from ocmoto... Anyone can rant whatever they want online and say whatever "side" of their story they wish. Unfortunately this incident happend, but I believe the store did little wrong. (yes, someone should've labeled the item w/ a copy of his receipt and name) If a customer pre-pays for an item and gets a receipt slip, we have a record of that purchase. But we do not record that customer's personal information (name, phone, address). Unless the sales rep knows this customer, or unless the customer brings in a copy of his receipt, it makes it very difficult for us to verify the customer's actual purchase. How do we know it was him? How do we associate an anonymous invoice w/ a person off the street? It's very difficult. We do not ask for customer's personal name or information, thus no way to track down indiviual purchases unless they bring a receipt. Thus we requested him go and get his invoice or come back and talk to a sales person he knew (Ruben). The client may have been telling the truth (yes maybe he did pay for the item), but again, he's only seeing this from his Point of View. Not ours. From our point of view, he's some Joe who walked off the street claiming he paid for something and he has no proof or evidence. So he decides to just walk off with it using his own personal moral justification. He had no authorization from us, and no approval. In our point of view, he walked off without proper approval, and basically, he took something that wasn't his (with proof). He by law, robbed the store. Try doing that at any other store... I think the same thing would result. Thus the store management is upset, and they have the right to be. If he's willing to come back to store, apologize and make things right, Im sure rational heads can come to an understanding.  Thanks for your interest in Motorhelmets.   Regards,Dave / Customer Service


 

Sounds like he has quite a few holes in his process, and he needs to work on them. Unfortunately he doesnt recognize this and so it will not correct them. Instead of looking at this as an opportunity to learn and better his business, he prefers to blame it on the customer. Definitely give this place a miss.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/30/11 01:24PM
 
Oh and one other point I did give them my name and phone number and told them to call me when its in.  I never get phone calls from them and when I gave the lady my number she wrote it on a napkin I said shouldn't you put that in the computer she said ill take care of it

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: cbrsmurf on 01/30/11 04:00PM
 
Quote from: kosherbakin on 01/30/11 01:56AM
Well i was concerned about Motorhelmets, as i am a costomer as well. So i went to there website and in the comments part I asked them to look at this thread and this is the response i got back:

re: index.php?topic=37758.0  Thanks for your comments Greg:  We do what we can to help our customers and take care of their needs. The truth is, we can never make everyone happy all the time. That's true in business and relationships. And yes, many times we do make mistakes. And yes, we're short staffed.. Yes, we need more trained people. But these things cost money, and the truth is, at the end of the day, customers aren't willing to pay for it.

Now.. commenting on the post from ocmoto... Anyone can rant whatever they want online and say whatever "side" of their story they wish. Unfortunately this incident happend, but I believe the store did little wrong. (yes, someone should've labeled the item w/ a copy of his receipt and name) If a customer pre-pays for an item and gets a receipt slip, we have a record of that purchase. But we do not record that customer's personal information (name, phone, address). Unless the sales rep knows this customer, or unless the customer brings in a copy of his receipt, it makes it very difficult for us to verify the customer's actual purchase. How do we know it was him? How do we associate an anonymous invoice w/ a person off the street? It's very difficult. We do not ask for customer's personal name or information, thus no way to track down indiviual purchases unless they bring a receipt. Thus we requested him go and get his invoice or come back and talk to a sales person he knew (Ruben). The client may have been telling the truth (yes maybe he did pay for the item), but again, he's only seeing this from his Point of View. Not ours. From our point of view, he's some Joe who walked off the street claiming he paid for something and he has no proof or evidence. So he decides to just walk off with it using his own personal moral justification. He had no authorization from us, and no approval. In our point of view, he walked off without proper approval, and basically, he took something that wasn't his (with proof). He by law, robbed the store. Try doing that at any other store... I think the same thing would result. Thus the store management is upset, and they have the right to be. If he's willing to come back to store, apologize and make things right, Im sure rational heads can come to an understanding.  Thanks for your interest in Motorhelmets.   Regards,Dave / Customer Service


 

While he's technically correct, but with the tone of the message, doesn't seem to want to try to improve his business practices.  No business-sense = no customers.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Mud on 01/30/11 04:20PM
 
Im never shopping there.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: boom59 on 01/30/11 06:07PM
 
I get my oil changes done here and have been tempted to buy a few things here and there.  This has definitely caused me to never go back mixed with a few minor frustrations of my oen.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: cyborg101 on 01/30/11 08:02PM
 
Quote from: Comp720 on 01/30/11 01:24PM
Oh and one other point I did give them my name and phone number and told them to call me when its in.  I never get phone calls from them and when I gave the lady my number she wrote it on a napkin I said shouldn't you put that in the computer she said ill take care of it
 

Another thing you could do is this. At any store/shop, ask the person that takes your order, when is the next time that he/she will be in. Call ahead and make sure he/she is there. Also make sure that the items you purchased are there for you to pick up. Then, go to the store/shop when the person that you ordered with is there in person.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Rayne on 01/30/11 08:59PM
 
Quote from: cbrsmurf on 01/30/11 04:00PM
While he's technically correct, but with the tone of the message, doesn't seem to want to try to improve his business practices.  No business-sense = no customers.
 

+1, I completely agree with this. 

I had a similar experience at Cycle Parts West.  I had lost my receipt for a prepaid item, and when I went to pick up the product, it was a different person than who I had ordered it from.  At first they did not want to give me the product, but after a discussion with the staff we agreed that I would write down ALL of my contact information INCLUDING my credit card number in which the card was used.  They did not run my card again, but they had the card info, so on their end, they had their asses covered, and I got to take my part with me.  It was my fault for forgetting the receipt, and I was grateful that they were willing to work with me and figure out a way for both of us to get what we wanted.  THIS is what Motorhelmets should have done. 

Personally I can see both sides of the situation.  If Cycle Parts West hadn't been willing to work with me and figure out a solution, I would have been pissed off as well, just like Comp720, and probably would have been tempted to walk out with the part, because, well I paid for the damn thing!  On the flip side, I do see how the company would see that as "stealing" but given that they made no effort to help him out and their lack of good customer service, they essentially pushed him into making this decision.  They didn't make an effort to work something out with him and that right there says they didn't care about his business now, or in the future.  From all the comments on here, he's not the only person who has had a problem with their customer service, and that makes for bad business, bottom line.  Hopefully they will use this situation as a learning experience and make some changes for the better in the future.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: njineermike on 01/31/11 10:26AM
 
Quote from: cbrsmurf on 01/30/11 04:00PM
Quote from: kosherbakin on 01/30/11 01:56AM
Well i was concerned about Motorhelmets, as i am a costomer as well. So i went to there website and in the comments part I asked them to look at this thread and this is the response i got back:

re: index.php?topic=37758.0  Thanks for your comments Greg:  We do what we can to help our customers and take care of their needs. The truth is, we can never make everyone happy all the time. That's true in business and relationships. And yes, many times we do make mistakes. And yes, we're short staffed.. Yes, we need more trained people. But these things cost money, and the truth is, at the end of the day, customers aren't willing to pay for it.

Now.. commenting on the post from ocmoto... Anyone can rant whatever they want online and say whatever "side" of their story they wish. Unfortunately this incident happend, but I believe the store did little wrong. (yes, someone should've labeled the item w/ a copy of his receipt and name) If a customer pre-pays for an item and gets a receipt slip, we have a record of that purchase. But we do not record that customer's personal information (name, phone, address). Unless the sales rep knows this customer, or unless the customer brings in a copy of his receipt, it makes it very difficult for us to verify the customer's actual purchase. How do we know it was him? How do we associate an anonymous invoice w/ a person off the street? It's very difficult. We do not ask for customer's personal name or information, thus no way to track down indiviual purchases unless they bring a receipt. Thus we requested him go and get his invoice or come back and talk to a sales person he knew (Ruben). The client may have been telling the truth (yes maybe he did pay for the item), but again, he's only seeing this from his Point of View. Not ours. From our point of view, he's some Joe who walked off the street claiming he paid for something and he has no proof or evidence. So he decides to just walk off with it using his own personal moral justification. He had no authorization from us, and no approval. In our point of view, he walked off without proper approval, and basically, he took something that wasn't his (with proof). He by law, robbed the store. Try doing that at any other store... I think the same thing would result. Thus the store management is upset, and they have the right to be. If he's willing to come back to store, apologize and make things right, Im sure rational heads can come to an understanding.  Thanks for your interest in Motorhelmets.   Regards,Dave / Customer Service


 

While he's technically correct, but with the tone of the message, doesn't seem to want to try to improve his business practices.  No business-sense = no customers.
 

In other words, he took a long time to say "We don't keep accurate, adequate records and expect the customer to be the responsible party." If I go to, well, ANY OTHER STORE and have a pre-paid purchase, they seem to be magically able to pull a record of that transaction and deal with the fact that my receipt was lost, damaged, faded, etc., and satisfactorily handle the situation. If they left an untrained employee alone to deal with it, then it's the stores' fault. If they don't have adequate equipment, it's the stores' fault. Placing the blame for their inadequacies on the CUSTOMER is beyond ridiculous. Ask Dom, Joker, or any of the other vendors we have on here who bears responsibility for record keeping and equipment, and I'll bet my paycheck none who say "the customer" are in business very long.


Thanks for the heads up. I won't be spending my $$ there.
 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: kingkong5 on 01/31/11 10:39AM
 
Sounds like they have a sales process problem if they are not able to record a customer's name, address and phone number into their pre-order system. How exactly do they call the customer back to tell him/her that the part is in and ready for pick-up?

I can understand Dave's explanation though. He says very clearly that improving their system costs money, and this money will have to paid for by raising their prices. And what he's found out, is that if they raise prices and provide better service, the customers magically disappear. So his only solution is to continue to offer low prices by short cutting the expenses of a proper sales tracking system, and customer service.

It's his business. If he wants to run it into the ground by offering no frills service for cheap prices, then that is his call. You can decide if you want to save those few bucks by purchasing from there, or from a seller who takes the time and effort to invest in proper sales tracking and customer service skills.

I'll tell you this too, every other place I pre-order from saves my personal info so that they have a record of it, and they can contact me back, except for Vietnamese food-to-go places and Vietnamese bakeries. If I try to show up and pick up a tray of eggrolls, or a special order birthday cake, without the receipt, I am SOL. Do not lose those receipts, and bring them with you, problem solved. Do no rely on your perception that all business must have adequate order entry systems in place, so that you don't need to bring in your receipt.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: nomog on 01/31/11 10:49AM
 
 It sounds like this store is staffed by young people who have never even been told the basic elements of their jobs. For example, when a customer comes into the store, see if you can help them instead of standing around talking to the other employees. If the owner [Rubin?] hasn't even taught them that much, then he's not getting his moneys worth out of them even if he only pays minimum wage. That's inexcusable. It costs money to train people? BS. It looks like in this case it's going to cost more not to train them. It's not like he has to send them to a seminar in another city.
Rubin! Get a clue.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Wyo Rob on 01/31/11 11:09AM
 
Quote from: nomog on 01/31/11 10:49AM
It sounds like this store is staffed by young people who have never even been told the basic elements of their jobs. For example, when a customer comes into the store, see if you can help them instead of standing around talking to the other employees. If the owner [Rubin?] hasn't even taught them that much, then he's not getting his moneys worth out of them even if he only pays minimum wage. That's inexcusable. It costs money to train people? BS. It looks like in this case it's going to cost more not to train them. It's not like he has to send them to a seminar in another city.
Rubin! Get a clue.
 

I agree. Good customer service isn't rocket science. It's just being genuinely interested in the customer and their best interest. It's treating the customer like they are your friend. Unfortunately crap customer service seems to be the norm. Saves me a lot of tip $ at restaurants though

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Taino Warrior on 01/31/11 03:15PM
 
Well that settles it no one buys from MotorHelmets and maybe Rubin will get the hint that he needs to get his people on board on customer services 101.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: SpaceMonkey13 on 01/31/11 03:49PM
 
With all due respect to my fellow board members...

1)  I'll shop wherever the hell I damn well please.  If I find someone has the cheapest price and immediate availability and I have no reason not to buy, then that's where I go.  (I understand why some won't go there and that's your choice)

2) If a shop screws me over I won't go there anymore.

3) Bad customer service weighs heavily on my decision of whether or not to do business with a company.

4) The reality is that if you don't have your receipt and the person at the counter can't verify the purchase, you play the game and find a way to prove you bought it. You don't grab the merchandise and walk out the door with it once they turn their backs.  Until you prove purchase, that's shoplifting and this forum should not condone that behavior.  I bet this would have been ironed out if another couple of steps had been taken to verify payment.  Maybe not in time for the need, but still worked out.  Two bads don't make a right here.

5) Hopefully Ruben is reading this thread and he's doing some customer service training because it sounds like he will continue to lose business with the attitude to be found at the shop.
 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: mxracer95 on 01/31/11 04:05PM
 
Quote from: SpaceMonkey13 on 01/31/11 03:49PM
4) The reality is that if you don't have your receipt and the person at the counter can't verify the purchase, you play the game and find a way to prove you bought it. You don't grab the merchandise and walk out the door with it once they turn their backs.  Until you prove purchase, that's shoplifting and this forum should not condone that behavior.  I bet this would have been ironed out if another couple of steps had been taken to verify payment.  Maybe not in time for the need, but still worked out.  Two bads don't make a right here.
 
Exactly.  Sure their recordkeeping could be a little better but that's such a minor issue compared to walking out the door with product you haven't proved you've paid for.  I would have got your license plate and called the cops.

Sorry dude, but you're passing blame because you forgot your receipt and essentially shoplifted.  You really need to go apologize to them both in person and publically on this thread.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: njineermike on 01/31/11 04:49PM
 
Quote from: mxracer95 on 01/31/11 04:05PM
Quote from: SpaceMonkey13 on 01/31/11 03:49PM
4) The reality is that if you don't have your receipt and the person at the counter can't verify the purchase, you play the game and find a way to prove you bought it. You don't grab the merchandise and walk out the door with it once they turn their backs.  Until you prove purchase, that's shoplifting and this forum should not condone that behavior.  I bet this would have been ironed out if another couple of steps had been taken to verify payment.  Maybe not in time for the need, but still worked out.  Two bads don't make a right here.
 
Exactly.  Sure their recordkeeping could be a little better but that's such a minor issue compared to walking out the door with product you haven't proved you've paid for.  I would have got your license plate and called the cops.

Sorry dude, but you're passing blame because you forgot your receipt and essentially shoplifted.  You really need to go apologize to them both in person and publically on this thread.
 

He shouldn't apologize for squat. He pointed out the store has less than optimal (and I'm being very generous based on what I've seen so far) customer service and record keeping on a public forum. Nothing wrong with that, no need for apologies. What if his reciept got wet? What if it was heat-printed and turned black? What if it was in his wallet and it got stolen? He didn't exactly walk out. He left his information and offered to fax the reciepts back. Nothing anywhere says the clerk said "no", and nothing says he was out of the room when the items were removed. Afterwards, he followed through, and reading the history of blatant incompetence from the shop, I'd have left with the stuff in hand as well, knowing they might probably turn around and sell it to the next schmoe walking through the door since they can't manage to figure out who owns what.

The "We don't save the purchasers personal information" is a BIG red flag to me. If something in the chain of possesion goes wrong, (lost/damaged/illegible receipt) the customer is flat out screwed and won't find out until it's too late. The PUBLIC response of the shop owner was fine until he decided to attack the customer, which usually is a product of a lack of professionalism. Then he decides to inform the general public that if the CUSTOMER comes back to apologize, even after a comedy of errors on the part of the store, he'll graciously allow this person to come into his store to spend more hard-earned cash on the off chance these idiots might possibly get it right next time. Based on the responses of the shop, I've seen all I need to.

I've dealt with enough shady shops and stores to smell a rat when one is in the room, and this one reeks of ratness.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: SpaceMonkey13 on 01/31/11 05:13PM
 
From Comp720
"He walked away to go talk to somebody or something so i just left."
With the parts.  His words.

From njineermike
"What if his reciept got wet? What if it was heat-printed and turned black? What if it was in his wallet and it got stolen?"
See below...

From Comp720
"I got back to my office faxed them the reciept then called to follow up."
This is the next step I mentioned.  Why not leave the part at the shop, faxe the receipt from work and pick it up after work?  Maybe ask them to stay open until he gets there?

In all my years of training to board vessels and enforce federal law, it has been pounded on time and time again, you can set the tone and de-escalation is always prevalent to escalation.  Comp720 had a choice to make, and his reactions have led him to the position he finds himself in now.  Had he faxed the receipt from work then picked up the parts he could have let them know how dissatisfied he was and they had lost his business.  Not everything goes the way we want it.  It's how we choose to deal with that fact that reveals character.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Wyo Rob on 01/31/11 05:24PM
 
Quote from: SpaceMonkey13 on 01/31/11 05:13PM

In all my years of training to board vessels and enforce federal law, it has been pounded on time and time again, you can set the tone and de-escalation is always prevalent to escalation.  Comp720 had a choice to make, and his reactions have led him to the position he finds himself in now.  Had he faxed the receipt from work then picked up the parts he could have let them know how dissatisfied he was and they had lost his business.  Not everything goes the way we want it.  It's how we choose to deal with that fact that reveals character.
 

Amen to that. Errors on both sides for sure.

Still, ain't neva' spending my money there.
 

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: SpaceMonkey13 on 01/31/11 05:31PM
 
Quote from: Wyo Rob on 01/31/11 05:24PM
Quote from: SpaceMonkey13 on 01/31/11 05:13PM

In all my years of training to board vessels and enforce federal law, it has been pounded on time and time again, you can set the tone and de-escalation is always prevalent to escalation.  Comp720 had a choice to make, and his reactions have led him to the position he finds himself in now.  Had he faxed the receipt from work then picked up the parts he could have let them know how dissatisfied he was and they had lost his business.  Not everything goes the way we want it.  It's how we choose to deal with that fact that reveals character.
 

Amen to that. Errors on both sides for sure.

Still, ain't neva' spending my money there.

 

After hearing about their customer service, I seriously doubt I will either.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: njineermike on 01/31/11 05:36PM
 
Quote from: SpaceMonkey13 on 01/31/11 05:13PM
From Comp720
"He walked away to go talk to somebody or something so i just left."
With the parts.  His words.

From njineermike
"What if his reciept got wet? What if it was heat-printed and turned black? What if it was in his wallet and it got stolen?"
See below...

From Comp720
"I got back to my office faxed them the reciept then called to follow up."
This is the next step I mentioned.  Why not leave the part at the shop, faxe the receipt from work and pick it up after work?  Maybe ask them to stay open until he gets there?

In all my years of training to board vessels and enforce federal law, it has been pounded on time and time again, you can set the tone and de-escalation is always prevalent to escalation.  Comp720 had a choice to make, and his reactions have led him to the position he finds himself in now.  Had he faxed the receipt from work then picked up the parts he could have let them know how dissatisfied he was and they had lost his business.  Not everything goes the way we want it.  It's how we choose to deal with that fact that reveals character.
 

You honestly believe the shop that made no effort to contact him when his parts arrived, made no reasonable attempt to ascertain his claims of ownership, and was basically telling him to stick it was going to stay open to accomodate him? I've been nice, followed all the rules, and watched as the shops laughed at me and walked all over me knowing I had no power to do anything about mistreatment. I've also been a complete jackhole and gotten what was fair. Given the history of incompetence, he was protecting his interests against a shop that obviously could care less about his business and would probably manage to "lose" the parts once he DID come back with a receipt.

I've been in EXACTLY the same position as comp, and the shop kept $500 of mine. My problem was the receipt ink faded to invisible in the 5 MONTHS it took to get my parts, and even though I had an invoice, it coincidentally had nothing that showed "paid in full" on it. The shop in question told me point blank they wouldn't do anything about it. I should have learned my lesson when I pre-paid for a part I later found out was obsolete and couldn't be ordered, but they were more than happy to take my money, and smiled when they told me pre-paid orders were non-refundable and I'd have to wait until the part showed, which would probably be "when hell freezes over" in the words of the store manager.

I'm dropping this, but only because we won't agree and that's my method of de-escalation.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: SpaceMonkey13 on 01/31/11 05:39PM
 
There is always a record of where you used your credit/debit card.

"I'm dropping this, but only because we won't agree and that's my method of de-escalation."

Agreed, we dis-agree to a point.  Let's have a beer.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Privateer on 01/31/11 05:47PM
 
Quote from: kingkong5 on 01/31/11 10:39AM
I can understand Dave's explanation though. He says very clearly that improving their system costs money, and this money will have to paid for by raising their prices. And what he's found out, is that if they raise prices and provide better service, the customers magically disappear. So his only solution is to continue to offer low prices by short cutting the expenses of a proper sales tracking system, and customer service.
 

A ledger book is pretty cheap.  That already sounds preferable to what they're doing.  Or how about a 3 ring binder with a copy of everyone's special order?

Lot of solutions that don't cost much.  Coming from someone who trains people to do customer service jobs, you cant afford to not provide good service.  You can get by on mediocre pricing, you'll never succeed with poor customer service.

[windsurfer]

Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: njineermike on 01/31/11 06:32PM
 
Quote from: SpaceMonkey13 on 01/31/11 05:39PM
There is always a record of where you used your credit/debit card.

"I'm dropping this, but only because we won't agree and that's my method of de-escalation."

Agreed, we dis-agree to a point.  Let's have a beer.
 

First rounds on me if I ever end up back in OC again.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: SpaceMonkey13 on 01/31/11 06:40PM
 
Quote from: njineermike on 01/31/11 06:32PM
Quote from: SpaceMonkey13 on 01/31/11 05:39PM
There is always a record of where you used your credit/debit card.

"I'm dropping this, but only because we won't agree and that's my method of de-escalation."

Agreed, we dis-agree to a point.  Let's have a beer.
 

First rounds on me if I ever end up back in OC again.
 

Sounds good.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: mxracer95 on 01/31/11 07:17PM
 
Quote from: njineermike on 01/31/11 05:36PM
Given the history of incompetence, he was protecting his interests against a shop that obviously could care less about his business and would probably manage to "lose" the parts once he DID come back with a receipt.
 
"Protecting his interests" would encompass bringing his receipt... which was NOT faded, damaged, lost, etc.

You can play the what-if game all you want but NONE OF THAT HAPPENED! It all boiled down to him not having his receipt and being impatient.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: TheChad on 01/31/11 07:50PM
 
Quote from: mxracer95 on 01/31/11 07:17PM
Quote from: njineermike on 01/31/11 05:36PM
Given the history of incompetence, he was protecting his interests against a shop that obviously could care less about his business and would probably manage to "lose" the parts once he DID come back with a receipt.
 
"Protecting his interests" would encompass bringing his receipt... which was NOT faded, damaged, lost, etc.

You can play the what-if game all you want but NONE OF THAT HAPPENED! It all boiled down to him not having his receipt and being impatient.
 

he had more patience than I would. Then again these days, not too many people get in my face either though.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: md6380 on 01/31/11 09:40PM
 
I'm surprised that so many people think that it was OK to leave with the part without providing proof of purchase.  Even though the shop provided bad service, it's not right to leave with the part.  The OP essentially shop lifted.  He could have came back with the receipt at a later time.

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/31/11 10:04PM
 
I see your point but I still don't consider it shop lifting since I paid for it.  I've never stolen a thing in my life.  Some people just put up with bullshit while others approach it differently

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: suzukirider on 01/31/11 10:09PM
 
In the eyes of the law, you robbed the store.  How do we know the receipt you faxed over is really yours?  Im not saying it isnt.. Im just saying, any unscrupulous person could make up any story they want, and fax whatever they want.  Unless the person behind the counter can verify who you are, or unless you bring your receipt, how can anyone know?  No wonder the manager was pissed!  Dude.. who goes into a store to pickup something w/o a receipt???  Get real!

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: Comp720 on 01/31/11 10:14PM
 
I had the reciept the first two times I showed up I just happened to forget it the third time

 
 
Title: Re: VERY DISAPOINTING lAST VISIT TO MOTORHELMETS TODAY
Post by: chrisweir34 on 01/31/11 10:30PM
 
Quote from: Comp720 on 01/31/11 10:04PM
I see your point but I still don't consider it shop lifting since I paid for it.  I've never stolen a thing in my life.  Some people just put up with bullshit while others approach it differently
 

Question:  What would you do if you were the guy working behind the counter and a "customer" you didn't remember who couldn't verify he was the one who ordered the parts took off when you turned to help another customer?