Rant!! - Am I out of line?

So I ordered a Acumen DG8 from a forum sponsor and it arrived and started to malfunction after I hooked it up. It was the plug and play unit. So its easy when it comes to installing it. I placed the order on 6/3/08 and to this date over 90 days later I still do not have a DG8 that functions. The forum sponsor I purchased it from does not help when the item is an electronic device ( I found this out after I ordered, I didn't read everything on the website so that's my mistake). The sponsor actually requested that I contact another vendor to see if they can help. The other vendor pretty much laughed and said he was floored that the original vendor would not rectify my situation. Unfortunately the vendor I was told to contact couldn't help me either since I did not purchase from them. So I have missed pretty much the whole riding season without the DG8, which isn't a deal breaker but it sure is nice to get a working product when you order it. So here is my frustration. I understand vendors have policies in place, but shouldn't those be flexible when customers have issues that are out of the norm? The sponsor pretty much said they couldn't do anything and that I contact another vendor, which I thought was odd. Instead it will pry be 120 days before I have a working DG8. :rant Amazing!

Who's the vendor? Post the name...probably get the problem resolved.

Who's the vendor? Post the name...probably get the problem resolved. +1 post em up. it might compel them to step up.

yup, post the vendor name

What are you "out of line" for? You didn't do anything wrong. Agreed with everyone else...puttin their name out here may help your situation. GL.

Who's the vendor? Post the name...probably get the problem resolved. +1 post em up. it might compel them to step up. yup, post the vendor name :iamwithst

seriously, the only thing you can do is post a vendor name... its not your fault that you got a shitty and defective product any reputable business out there should cover you for at least that... post the name up, i dont wanna do business with them:no

The vendor was motomummy. I have had nothing but great service with them until this issue arose. I still trust them and will buy from them again, I just am frustrated that the "customer" is having to put in all the ground work.

Common Corey.......help this guy out!! :thumbup

Hmm....Corey usually answers pretty quick here.

Yeah but the title of the thread probably isn't gonna catch his attention. :no :(

Well my intention wasn't to call out MM. I guess I was just venting and just frustrated. I think MM is great, every vendor has issues, but I think its how you resolve those issues that sets you apart from ordering from the competition.

yea corey normally very helpful. sure theres more to it. but sometimes vendor is just that.. they are not tech guys, cant diagnose problems...they just sell product. so dont blame all of it on them.. they didnt break it or make it bad. motomummy is good place and im sure it will work out somehow.

So why is it 120 days later and no gear indicator? That makes no sense at all.

The background is I would told to go through the manufacture which is Acumen. I had sent them the unit and they couldn't replicate the problem, so after they sent it back I had to take a video to prove to them there was an issue. With Acumen being in the UK the shipping takes longer than it should. I guess overall the point is I am having to wait and jump through the hoops and be out of it when it could have been avoided with a replacement. It's just taking a long ass time to get resolved. Email takes time, shipping, installing, testing, etc... It just could have been avoided.

gotcha bro.. dealing with companies like that out of US creates problems.. but on his side....... he just buys products and resells them. if he replaces them and has to wait 6 months to get new one, he is out $$$.its just loose loose for both sides...still sucks for u cuz u have to wait. why i hate electrical stuff... i alway end up with stuff that doesnt work right.

The background is I would told to go through the manufacture which is Acumen. I had sent them the unit and they couldn't replicate the problem, so after they sent it back I had to take a video to prove to them there was an issue. With Acumen being in the UK the shipping takes longer than it should. I guess overall the point is I am having to wait and jump through the hoops and be out of it when it could have been avoided with a replacement. It's just taking a long ass time to get resolved. Email takes time, shipping, installing, testing, etc... It just could have been avoided. That seems like A LOT of work and $$ out of your pocket that you shouldnt have had to do. I have ordered from MM before (didnt have any problems). And I was actually on their site going to place an order for some SS brake lines last night. I think or hope they will make good on your problem. *subscribed* and I am going to wait a couple of days before I place my order...waiting to see outcome......:corn

Damn

Just throwing this out there...nothing against the seller - To me, a vendor has more time and money to deal with the manufacturer. As a show of good faith, I would think that a vendor can take the bad unit, exchange it for a good one(thus takin care of the customer) and as the vendor send in the bad unit to the manufacturer. I think as a vendor the manufacturer would be more willing to replace it without a lag in time and/or money. My .02 +1 Thats how I deal with warranty situations, pull one off my shelf, hand it to the customer and say have a nice day, and then deal with the manufacture direct.

+1 Thats how I deal with warranty situations, pull one off my shelf, hand it to the customer and say have a nice day, and then deal with the manufacture direct. That's how it should be done. :fact

That's how it should be done. :fact And thats why my customers LOVE me. Even if its a somewhat questionable issue, I go to bat for them, as I have more pull. :flex:

Who knows maybe I should have pushed harder but you start down a road and think OK it will only be another week, then it pushes back and before you know it your looking at close to 4 months. Then you realize it could have just been two weeks of downtime and issue resolved. Thanks for the comments everyone. I feel better about posting since I seem to have some support. I hate calling out vendors, especially ones with such good reputations. I will say that nobody should stop ordering from them for my situation. It's unique and I know one way or another I will be taken care of. Like I said earlier, I will order from MM again.

Who knows maybe I should have pushed harder but you start down a road and think OK it will only be another week, then it pushes back and before you know it your looking at close to 4 months. Then you realize it could have just been two weeks of downtime and issue resolved. Thanks for the comments everyone. I feel better about posting since I seem to have some support. I hate calling out vendors, especially ones with such good reputations. I will say that nobody should stop ordering from them for my situation. It's unique and I know one way or another I will be taken care of. Like I said earlier, I will order from MM again. Every business has its issues that the customer gets wrapped up in, and Id be lying if I said Ive never dropped the ball. Everyone makes mistakes, but its how you correct your mistakes that deffines your character.

wow.... im kinda shocked to hear that its motomummy... i've had nothing but wonderful service from them in the past... hopefully he'll come through right this time:fact

And thats why my customers LOVE me. Even if its a somewhat questionable issue, I go to bat for them, as I have more pull. :flex: Thats the way you get return business and good word of mouth spreads! Customer service is lacking anymore, glad to hear there are still stand up companies out there.....keep it up!:rock

+1 he should send you another one and deal with this through the manufacturer, I would be surpised if he didn't make it right.... never had a problem with them before and dealt with them plenty of times....

Not trying to get off track here....but, on Monday I went ahead and took advantage of the "1/2 price" Orient Express TiForce full Ti. high mount system for my '03 R1. On Wednesday (yesterday and only 2 days after ordering) a rather large box arrived at my door and as I picked it up I thought, "WOW these Titanium full exhausts are really, really, really f'n light"...turns out they sent me just the canister by accident and forgot the headers. I called them and explained what happened and they said they were extremely sorry and it was purely a shipping mistake. They were very friendly and never once seemed to doubt me (I'm guessing since it was only 2 days, the person/shipping dept. who put the canister in the box remembered he forgot to put the rest in). They went out of their way to make sure they knew exactly what arrived (which was only the "rainbow" multi-colored Ti. anodized canister..no hanger strap no rubber, no springs) so they can make sure I get absolutely EVERYTHING I need in the next box they send me (I assume they are covering shipping costs as they were not mentioned). I understand how things like this happen, and a few days more or less won't do any harm in my case...I give Orient Express a double thumbs up on customer satisfaction as one of their business goals. I remember when their ads were just tiny little things in the back of a road racing magazine...now they are a quite large/popular/successful business. It's just a guess, but I'm sure their great customer service and polite general all around friendly attitude with customers has an awful lot to do with that...and I was thinking that BEFORE they made a mistake on my order. Sorry to hear you have been waiting so long for your electro-box thing (sorry I don't know what you ordered aside from it being electronic)...and also hope you get the situation resolved asap. Good luck, ride safe.

As others have said already, I'm a bit shocked your trouble is with MM. Maybe you weren't dealing with Corey in your corespondance, as he has always been quick to make this right.

Hmm....Corey usually answers pretty quick here. I'm guessing that he has read this and just doesn't want to comment about why he won't help this guy?

Has anybody given thought that he maybe away on vacation or something?

Has anybody given thought that he maybe away on vacation or something?A four month vacation?? :crash

A four month vacation?? :crash I need one of those!

Corey had responded to me vial email. But he stood by his policy of using the Manufacture. After a couple months I gave up and just have been trying to get this worked out with Acumen.

A four month vacation?? :crash :lol:lol If it was me receiving a defective part, i would be a little pissed...:helo:

That's shocking i allways had nothing but great customer service from MM, I hope that at least he comes through for you on this matter.

Yes we have policies for a reason. Manufacturers do the warranties not the dealers, this goes for every dealer in the industry if you read their terms and conditions. Yes we tell people to contact the manufacturer and in this situation after that we didn't hear anything until after he sent a unit back to them already. Never knew the customer sent the product back to acumen until after the fact, as normally they send it to the importer and it's swapped out and THE IMPORTER sends it back to acumen to test. Had I known what was going on I would have proposed this with acumen as it's normally what they do. I know the importer lost their head manager (marylin) who normally handles these situations and i would have contacted the owner had I known they were jerking you around. Going directly is nearly always the fastest route for the customer as well, but if jerked around heavily most let us know and we get involved. Never would I propose sending it back to acumen as that's the IMPORTERS job and not yours. thanks 1longr1 for being the voice of reason here...

Just got off the phone with you (original poster) and as I told you on the phone the importer will swap it out right away. Paul the owner was very shocked you sent something to the UK as nobody has ever done that before. Wish I would have known someone there laughed at you and I would have gotten involved right away on your behalf. The importer/manufacturer do all returns/warranties, but htat doesn't mean I can't speak on your behalf. In the email on 6/24 i stated if they jerk you around let me know. I just wish I would have known they brushed you off. If they had worked with you (regardless of the outcome or diagnosis) then there isn't much I can do, but if they brush you off I surely would have wanted to know about that so I can speak to the owner on your behalf. Our policy still stands, but the importers warranty does as well and they will still fix it since you made us aware of this situation soon after you bought it and it was never fixed. It's been ongoing ever since and i have the emails to prove it so they will swap it out for you as it should have been done right away. As i said tomorrow i'll be getting you in touch with the owners secretary and they will swap it out. Normally this is done right away. I had no clue someone there brushed you off and as someone above said, i'll go to bat for you if I know you're being jerked around. That's no promise that things will go yours/our way, but I know I have some clout and if the situation is reasonable like this one i'll go to bat for you, but I never knew they brushed you off.

Once again Corey goes above and beyond :thumbup.

I wouldn't say I went above and beyond. Just talked to someone different then the original poster did over there and they did what they have always done before. Not sure what happened last time, but had I known they brushed the original poster off I would have gotten involved sooner on his behalf. Acumen and the importer normally work together to diagnose things and see if it needs swapped out, but never has a customer shipped something to the uk till now. Even the importer owner stated that's their job. I just didn't know someone there brushed him off and nor did the owner there, but either way they are taking care of it as they always have.

Corey you make customer always happy and that why we kepp comeing back.

I wouldn't say he went above and beyond. I'd say he passed the buck. I can't ****ing believe a guy would tell you to deal with the importer on a bad out of the box product.

If you read nearly any dealers terms and conditions in this industry the manufacturer warranties the products. It has nothing to do with passing the buck, they diagnose, they fix it, they replace it after diagnosing it or whatever they decide. It's not like as a dealer you can diagnose, fix, replace, electronics or any other product out there. If anyone has any other questions or comments feel free to contact me through our contact form or call.

I agree. It is not your responsibility to back the customer in any way shape or form. Once you have their money they can pretty much go **** themselves. You exist as an efficient conduit to get product from the oem or the wholesale distributor to the customer. What were these bitchy assholes thinking? That customer service extended after the sale? Maybe if you shipped the wrong part, but more than that is just being greedy. They should be thankful you answer their whinging emails with instructions on where they can go with their personal problems. Glad we were able to clear this up.

If you think dealers warranty the products they sell you should read the terms and conditions. That's what the manufcturers/distributors/importers do and that's why they are swapping this out for him as they should have right away. If you think this policy is just us you should read more companies terms and conditions. If the customer wants to take your route and ship it to us, we ship it to the importer, they ship it back to us, then we ship it to him we'll gladly do that and it will double the time it takes to get it swapped out. Not exactly the fastest way at this point.

How very efficient your policies are. I guess commerce is evolving. It was only a few months ago I purchased an electronic gizmo similar to the one that started this thread. The vendor, when learning of the issue, promptly sent a replacement and a call tag for the defective unit. While not all vendors would be so supportive, your claim to be mainstream in your policies is clearly a gross misstatement of fact. Want another example? I purchased a pair of gloves that, while the right size, had a pressure point on one of the knuckles that was unbearable. I sent them back with an explanation and received a replacement pair within 2 weeks. Clearly, while other vendors might articulate your draconian mistreatment of clientele in their terms of sale, I suspect most do so only as a prophylactic against abusers. This is the first time I have ever heard of such a policy actually being implemented. To be fair, I'll do a little research and get back to you... Wow, that was easy. "If an incorrect or defective item is received, the correct/replacement item will be sent out once the item is returned to us. If we cannot replace it a refund will be promptly issued." That was on the first link I clicked right here on the forum. Others were similar, or made provision to evaluate the situation. None had a blanket policy of telling the customer to take it elsewhere. Looks like you suck.

you are too right rrr. Every single product from every single manufacturer, distributor, importer has the same return policy and procedure so you can surely compare your situation to this. Makes perfect sense and i'll let every manfucture know that they will get every single product returned to them through us and like it or not that's how we are going to do things because rrr has said that's best. If they end up telling us to F off and they won't take it back then we'll eat it, we'll reaise our prices to cover it because it's worth jacking everyone's prices so that we can do things the rrr way. We'll even piss of the manufacturers, distributors, importers so that we can tell them how returns will be done. Screw their policies! Have a nice day.

I guess a bit of rebuttal is in order: "Go read other companies policies in terms of honoring warranties, they don't do it but some manufacturers want things to go through the dealer and then we take it back and swap it out and deal with the manufacturer ourself, but some manufacturers, distributors, and importers have different policies or guidelines" I read other companies policies. You are an exception. Most will back their customer. I've looked some more and still can't find another dealer that will in no way stand up for their customer, as you claim you won't (unless required by the manufacturer.) "but htat's not something i would expect you to understand since you obviously don't run your own business and i'm not about to sit here and give you a play by play on how returns work." I've run my own retail business for 25 years. I might not have the sophistication to milk it for every last nickel on the backs of my customers, but after years of paying my dues I have such a broad base of satisfied customers I can afford the time to pimp slap a relatively inexperienced asswipe such as yourself. "The distributor will swap it out and that's the fastest route, if he wants to break the normal way they swap products out and go through us that is fine and we can do that and it will take longer. It all depends on the product, since eveyr company has different policies," No. The fastest route is for you to step up to the plate, like damn near every other vendor in known universe, and replace the defective unit from stock in a swift and friendly manner and take it up with your supplier at your own risk. Obviously this assumes the item was returned in a condition that warranted said treatment. If you don't have the sophistication to make that call I suggest you switch to a career in something more your speed, like automotive hygiene. "but again, I wouldn't expect you to understand that, but it appears you think every company has the same return policy which leads me to believe you don't know wtf you're even talking about." Excuse me?!!??!? YOUR original premise was that every vendor has the same policy. I refuted that load of bullshit in a nanosecond with examples from sponsors on this very site! All I had to do to expose your ignorance was move my mouse three inches and click. WTF kind of jackass are you? "Done with this conversation. Pretty common sense then different importers have different policies. For example we just took shark helmet back no questions asked because of a defect, but again...that's different then acumen as they are not made by the same company." We are not talking about the policies of Shark and Acumen. We are talking about the policies of MotoMummy. The vendor is who the customer deals with, not the manufacturer , importer or distributor. A year after purchase, your policy is correct, fair, and in line with most other vendors. To pass off a customer to a third party for a "time of purchase" issue is out of line and out of sync with the rest of the industry. "If anyone has any questions feel free to contact me, but I don't have time to explain every business policy to you rrr." I only asked for one policy to be explained. Your answers reflect an ignorance of the mainstream of commerce and expose you as a practiced if not accomplished liar. I can certainly appreciate your desire to end this though. Very well. Run along and play "hide and go **** yourself."

It seems you extensively edited your remarks while I was responding. No worries. I think my answer encompasses your rehash.

http://www.kneedraggers.com/pages/info/defective.html http://indysuperbike.com/customer/help.php?section=conditions http://www.solomotoparts.com/catalog/Terms-amp-Conditions-sp-8.html Read them and even some of them have policies just for electrical items. First three I went to all have policies like us. I'm sure some have different policies, but all of the major players in the sport have nearly the same, but I guess you know better then everyone and all of the major dealers in this sport. Now I really don't have time to argue with you on a forum. Most all of the major players have the same policies for a reason, if you think you know better then everyone then open up your own shop and put us all out of business, but i think you'll have a wake up call very quickly. Just a little incite, but at times the manufacturers, distributors, and importers policies directly affect a dealers policies, but again not something i would expect you to understand as you're speaking out of ignorance about all of this. Have a nice day...

You think I haven't worked with these guys? They will do exactly what they claim, accept the customers return, in the case of something obvious they will replace it on the spot, anything they think is odd I'm sure they would pass along to the oem for cover. Since the oems can be a fickle lot, if they end up eating a bunch of bad product they will drop that line. It's a businessman's risk. That makes sense. The question is whether it makes sense to deal with you. To me it doesn't. I'd rather know I can rely on the guy I bought the part from to back my play. It makes sense to you to have the policies you have. From a vendors standpoint it's nice to be able to handle as wide a range of product as possible at the lowest price possible. To a consumer the important thing is getting the best price. Few if any contemplate the risk of a defective part when ordering. That's why the OP was a bit off-put to be shuffled along to the importer with his thumb up his ass. Now the word is out. Damn If I'd get an Acumen from you.

Ha! I love how Corey stopped replying just like he did when I had a problem with him and was so upset that I just told him he would never have my business or anyone I know due to his poor customer service and lack of caring about anything but the money he gets.

me, i like motomummy. I've put in 5 or 6 orders through them for thousands of dollars. Not a single bad experience. And corey has always helped me out if anything was wrong.

Corey is the shit...period, thanks for all of your help!

I've bought things from mm too with nothing bad to say. But, if this is really how they handle it when things DO go bad... it's good to know so you can make an informed buying decision.

That's why you should deal with a shop that has a little more quality instead of these small unorganized stores.

well other store will try to sell u anything. but not corey u talk to corey and he will help u out for anything.. when its time on ur bike.. and he dont sell any garbage ... i bought few stuff from mm and never had a problem... this winter mod going back to mm and get some stuff.........any website is not perfect.. i bought 1 thing from kneegragger and went bad but it wont stop me from buying from them...

That's why you should deal with a shop that has a little more quality instead of these small unorganized stores. Dude MotoMummy is by far not unorganized.... WTF

I made numerous orders from Moto Mummy they taken good care off me i will continue to do business MM. I say the reason corey stop responding some times folks have there mind set on something it's senseless to argue and try to change people minds, when folks minds are set.

got my MR carbon fiber guage cluster from motomummy, what a beautiful piece, came in 2 days!!! :thumbup

The point isn't that MM is ****ing up orders right and left. Just that he will tell you to **** off if your part is defective, like he did the OP. Once he has your $ he's done with you. Despite the malevolent little prick's claims to the contrary, it's an uncommon enough practice that it confused the importer in the OP's situation. The result was a very unhappy customer. I guess if you know what a felchbag MM is on the way in, you'll be ok.

The real cost of doing buisness with the policies MM is standing by, in order to cover 'their' ass, has just cost them HUGE! I'm a small buisness owner. I don't advertise or spend a dime on marketing, I rely heavily upon my reputation and word of mouth to sustain my buisness. I've had to 'eat the cost' before, and regardless of how much that temporary cost may have been, my name remains as good as gold.

The point isn't that MM is ****ing up orders right and left. Just that he will tell you to **** off if your part is defective, like he did the OP. Once he has your $ he's done with you. Despite the malevolent little prick's claims to the contrary, it's an uncommon enough practice that it confused the importer in the OP's situation. The result was a very unhappy customer. I guess if you know what a felchbag MM is on the way in, you'll be ok. STFU:flex::finger:finger

STFU:flex::finger:finger The purpose of these forums is to disseminate information. Are there specific inaccuracies you wish to address? If not, I respectfully suggest you take your own advice.

Really? then watch how you spread your opinion...yes this forum is for expressing personal opinions but, one should in a respectful manner. Corey uses the forum as well and is professional enough not to bash a person without respect.... so take that into consideration on your previous posts...and if not.... then listen to my advice.!!! Take this up with him and quit whining to the rest of us. I had a situation once and he took care of me right away....maybe it was due to my approach.

One thing is to state your opinion and you did make your case and so did Corey but why keep trying to bash on Corey business which i say majority of the forum members including myself had nothing but a good experience with MM if you are not happy with MM leave it alone and move on and dont give the man your business simple as that.

:thumbup One thing is to state your opinion and you did make your case and so did Corey but why keep trying to bash on Corey business which i say majority of the forum members including myself had nothing but a good experience with MM if you are not happy with MM leave it alone and move on and dont give the man your business simple as that.

http://www.gixxer.com/forums/showthread.php?t=206599 Here ya go. Have a look at how your boy stacks up against vendors who actually know wtf they are talking about. I'm certain MM can put a part in a box and ship it with the best of them, but apparently that's about the limit of his skill set. The dude is dangerously stupid. If you suck-ups would pull his cock out of your mouth for 5 minutes you might see the truth.

Wow, Corey is controversial on ALL the boards.

This crap need to STOP!!!! If you have a problem with mm u need to stop flapping ur lips on the forums, Not all people have a problem with mm, i can say no online purchase is perfect.....I know the corey make it right and im still order from mm.. P.S. If u have problem with mm pm or email them!!!!!!!!

http://www.gixxer.com/forums/showthread.php?t=206599 Here ya go. Have a look at how your boy stacks up against vendors who actually know wtf they are talking about. I'm certain MM can put a part in a box and ship it with the best of them, but apparently that's about the limit of his skill set. The dude is dangerously stupid. If you suck-ups would pull his cock out of your mouth for 5 minutes you might see the truth. I don't know WTF is your problem like i said before you had your day of your say so and so did Corey it sounds to me you have a problem with Corey that's find and dandy that's your f**king problem i speak of my experience with MM and others on this forum that i know. And as far as suck ups and cocks, I dont know what position you like to play as far as wide reciever or quarter back ,You might want to consider removing the cock that's up your a$$ it sounds like somebody is little up tight just a word of advice take for what it's worth.

http://www.gixxer.com/forums/showthread.php?t=206599 Here ya go. Have a look at how your boy stacks up against vendors who actually know wtf they are talking about. I'm certain MM can put a part in a box and ship it with the best of them, but apparently that's about the limit of his skill set. The dude is dangerously stupid. If you suck-ups would pull his cock out of your mouth for 5 minutes you might see the truth. :lol:lol:lol Cock outta my mouth:lol oh shit....lol Hey man all I'm saying is if you have a problem with him take it up with him and quit bitching about your bleeding heart with Corey on here....thats all, is that too hard? I'm not trying to be a dick but I'm sick of this fooking thread just bashing the guy. I'm not trying to defend him I'm just using my personal experience with how he conducts business.... so all in all I guess I got lucky and had a good experience.:thumbup

Wow, Corey is controversial on ALL the boards. Your first post was to say that lol...did you come from the gix board:lol:flex:

Oh yeah... after reading the thread... I'd like to mention how they conducted their conversation, Between vendors it never got out of hand. I have actually seen guys at the track have to use a stock rez and rig it up to get through the rest of the day. His Idea works just fine, just a little more proper when done with the correct parts and banjo bolts. So go grab a 40 of Mickeys and kick back with the brothas...its saturday da game is ON!!!!! Cheers!

This thread has gone from being constructive to destructive... It's done.