This will be a little long, bear with me:
I bought a 2011 Monster 796 from them at the beginning of April and took her in for her first service two weeks ago (to Cycles128). When I called to make the appointment, I mentioned that I needed to stay and wait while they performed the service. They said that would be fine. I called in again the day of the appointment and confirmed that I needed to wait while they did the service and the person I spoke to said that as long as I got there before 2 PM, that would be fine.
I got there at about 1:20 and waited at the service desk for almost 20 minutes for someone to show up and talk to me. I was then informed that it wouldn't be ready until the next day, as they were very busy. I was a little upset, but I understand that things can change. I called around for a ride and got one. While I was waiting for my ride, I asked when my duc would be ready for me to pick it up. The guy said "sometime tomorrow". I calmly asked for a more specific time, as I live in Belmont and needed to coordinate a ride. The "helpful" tech said "in the afternoon". I again (calmly) asked for a more specific time and got " around 1 PM, but call in the morning to make sure". I took a deep breath and thanked the tech and waited for my ride.
I called the next morning around 10 and asked when my duc would be ready. The tech (the same one from the day before) said "which bike are you talking about"? Again, trying to be calm, I told him about the day before and (calmly) asked when my duc would be ready. Again, I got the "sometime in the afternoon" response. Again, I informed him that I lived in Belmont and needed a specific time so I could inform my friend when to pick me up. He said"What, are you in a hurry or something"? That was the end of my patience. I started in on the retard and said that I dropped a big chunk of money an a new motorcycle at their dealership and this was the kind of service I could expect? He asked me to wait (in a very sarcastic manner) so he could check. After 15 minutes on hold, he came back and said, again, "in the afternoon". I said I needed a specific time. Noon? One? Two? He finally said after one. I said thanks and hung up.
After being angry all day, I got to Cycles 128 and decided to talk to the sales manager who sold me the duc. I informed him what had gone on and he said that that was "totally unacceptable service". Well, DUH!. He got the service manager over and explained again what had transpired and got the same response. He asked who I spoke to, which I should have written down but didn't as I was livid, and said I would recognize him and would point him out. Oh, the service manager also informed me that my duc had been ready since before noon...
. As we were walking through the service department I pointed the tech out. Don't know what happened to him, if anything.
The one shining moment was the tech that actually worked on my girl. He was AWESOME. I told him I had a lot of probably stupid questions that had come to my attention from the various forums I had been looking at. He said that no questions were stupid and that the fact that I had researched them was a good indicator of how much I like my duc. We spent a good 45 minutes talking Ducati. I am seriously considering going back just for him in spite of their shitty customer service.
Anyway, there's my two cents on Cycles 128.
