(Sorry for the long story - I was inspired thanks to the bad service)
I am really pissed off at the Ducati importer/dealer in Brazil. They are a new but large dealership group here, and they are really good in marketing, specially to sell bikes. They are the only importers of Harley, Ducati, MVAugusta, Thiumph, Huskvarna in Brazil. They are located in Sao Paulo, which is where luxury market is growing in a really fast pace. And Ducati is a luxus item here. They invest in track days, fancy shorroms in very expensive streets. They issue a monthly magazine about bikes. In short, they spend a lot of money to sell new bikes, and sales go well. But I cannot say good things about their customer services from aftersale department.
My bike is a S2R 1000 2006. They sold that bike to me with a 2 year warranty. At least, thats what it was supposed to be.
I took the bike for the 6 miles service, and they told me my bike had a problem whith the belt, and it had to be exchanged, otherwise it could brake. Yeah, ok, but they did not have the belt in stock and they had to put an order so a new belt would be sent from Italy. They told me it would take 45 days!!!
They should aways have belts in stock. Its something every Duc has to change in the 12 miles services!!!!
Anyway, i was not upset.
45 days later I visited them, asked about importation of the belt, and I was told some parts have just arrived and were in the inventory, and that on the next week they would check to see if it was there, which probably was. OK for me. Just had to wait a few days more.
On the next saturday I came by, and asked about the belt. They said it was still in the inventory and they could not take it out because of accounting control, or something like that.
That really pissed me off!!! How can you leave a customer waiting for a part that should be already in stock, and tell him the part is probably inside that door, but for internal and administrative reason they cannot take it out and install it in your bike? While I was discussing with the attendant, a manager came to me, apollogized and offered help. Told me on the next they he was going to contact me to tell me the status of my bike. OK again.
Yesterday (almost 3 months after my bike was left there) another manager (from after sales) called me to surprise me:
They have not the belt, and they are putting an order, and in 35 days they will be receiving it. He then gave me the most stupid reasons why the part is not there, and acted as he was right!
Incredible!!!!!
How can any company treat customers like that!!! And the problem is that Ducati customers in Brazil has no other option, because they are the only importers!
Am I being too hard on them? Is that normal? I dont really care for the part, really. I am travelling to Germany this month for business, and I can buy that part over there in any dealer. The problem is to be treated like stupid, to be told that the bike has 2 year warranty, to be left waiting, and so on.
I am not the only unsatinfied customer. A lot of riding buddies had also the same treatment. These dealer is also known for their unethical ways of doing business. I cannot proof, but thats what the market says about them. And I think Ducati Spa should know the opinion of the customers here, before letting these guys have more power and hurt the image of the Ducati brand.
This dealer where nominated by Ducati in 2006. They are investing big in stores and marketing, but aftersales is crap, and customers who already bought a duc is treated like crap also.
Ducati has made a lot of mistakes in choosing dealers/importers in Brazil over the last 10 years. And as a Ducati fan, I would love to contribuite with them to show them what this dealer/importer probably do not show on their reports. So I was wondering if anyone of you guys have the email of a Director. Vice President, Ombudsman, or any employee that would be interested in this story.
If anyone can help me, PM me to keep private the contact name from Ducati. If you have other suggestions, please let me know, and if you thing I am being too radical, please let me know too!
Thanx!
