Touratech Poor Customer Service

[largewayround]

So After searching here for Crash Bars. I decided on the Touratech..

My first mistake was to order from the website. All seemed ok, placed order , viewed order in account, cool .. ordered 26may

Waited 10days, worried as status had not changed in account order, so I sent them a message via the contact form on the website.. NOTHING..

Week later I called them!!
"Oh they are not in stock.. we are trying to get a date from Germany"

OK I said , but I mentioned how there where still selling them on the website, even though they do not have them, in stock. Guy tried to say it not there fault.. And website software , whatever.. OK I said , I run an online business, its not that difficult to update website .. OK it out of there hands , website based in germany.. OK Fair enough..

BUT what about calling me, or emailing, or responding to my message...
They are not interested...

OK, I wait another week and a half, call again... Oh thats someone else dealing with that.. Get him to call you back..
3 days later (Yesterday) they call and leave message..

I called today,, sorry Geramny says no stock until end of July...

I cancelled order.. They think that since you only pay via credit card when they ship item that they can mess me about like this...
My time is money, 4 phone calls , cost money too. What did I get NOTHING...

No offer of phone call when they get in stock,, do not seem they are interested in dealing with me, even though I might buy Panniers, crash bar, engine guard.. etc..

OH sorry your name is not Ewan or Charlie so Tough Cheeze,,,,
Big waste of my time and money.. UNLESS I buy a BMW and feel the need to go round the world or something.

I would say to anyone thinking of buying anything via website, to call first and make sure that they have stock..

If anyione has recommenation for another crashbar or has second hand set drop me a note..

LOVE MY TRANSALP
HATE BAD CUSTOMER SERVICE

[steveR]

Never purchased their gear, but the constant drip of complaints would not inspire me to coff up my hard earned dosh to Touratech. As you say good customer service is important and a bad rep soon gets around. We hope....

[Xander]

TouraPAIN UK has a very bad reputation.. I dont know a single person that has not had problems with them, so dont worry you are not alone.. What amazes me it that they are still in business.. If I was Touratech DE I would revoke their franchise licence as TUK is getting them a bad name too..

[TopMarque]

I totally agree with the first post on TouraTech's customer service.

I ordered a part for my 700 which came 4 weeks later having quoted a 7-10 day delivery. While I can accept that the 700 is a new bike and parts may be delayed, it would have been good service to post an expected delivery date on my order details.

I spoke to someone at TT about this and they said that a third party does their online ordering process and they have no control over the system. Well TT here is some free advice from someone who has spent the last 8 years of their career in e-commerce with a Company who has a global top 5 web site and service rating - get a new e-commerce partner with a system that your customers to see what is happening with their orders and where they are in the delivery process. "Created" and "transferred" does not tell your customers anything!

Your products are top quality - match it with your service!

PS I would talk to Bykebitz in Yately, Hants about SW Motech or Givi bars. I have had excellent service from them. http://www.bykebitz.co.uk/


End of rant from a retired retail IT expert!

TM.

[Nareef]

Try these guys http://www.grave.cz/ They get good reviews for kit for the 600 and 650 and are developing stuff for the XL700. The more interest they get the sooner it'll get made!

[Blouhond]

Also try and find an agent in the UK for the Kappa crash bars, I own a set and they have paid for themselves 10 times over in the damage they have taken up during minor mishaps and falls .

[phil w]

This is not the news I really wanted to hear, my wife has just ordered engine bars for my birthday. I think I will get her to ring in a few days and if not cancel.

[largewayround]

This is not the news I really wanted to hear, my wife has just ordered engine bars for my birthday. I think I will get her to ring in a few days and if not cancel.

phil

i spoke to them this morning they say "no 650 crashbars til end july",
no exact date given

[Hangfire]

Sorry to hear about the problems with TT, almost considered them myself but budget restrictions... so a set of givi bars from LM spares arrived in about 4 days ordered over the weekend too.

LM Spares

Red 650, black wheels & black crash bars look mint

[phil w]

phil

i spoke to them this morning they say "no 650 crashbars til end july",
no exact date given

They're only 30 mins away, I may have to shake them vigerously if they have misinformed. I hate that.
I hope Rugged Roads are on the case