Bad taste turned good...GezaGear made me a satisfied customer

Yesterday, Tom Cseri, the President and founder of GezaGear called me with the intent to do anything he could to make me happy.

I had already decided to wash my hands of the entire deal and just walk away so I was just calling him back to respond to his courtesy in calling me in the first place.

Well, Tom surprised me. I have seldom spoken to anyone that is so focused on customer satisfaction and I truly believe that Sherri and my experience was a confluence of an anomoly and bad timing. His sincerity was obvious and he was really sorry that we had such trouble in our communication with GezaGear. He found it unacceptable and wanted to know what he could do. He changed my opinion.

I didn't ask for anything other than to send a memo to his employees referencing our situation and asking them to be more careful with logging outbound calls.

We discussed the sizing guide and he understood where I was confused. He agreed to consider a change to the FJR row of that guide.

At this point I was happy and considered the deal done. Tom persisted. He wanted to do anything he could to achieve more than me thinking they dealt with this fairly. Tom wanted more. He wanted to make me a happy customer and user of their product and services. I was so impressed with his sincerity, which is clearly shown by his taking over an hour on the phone with me, that I agreed to Mike's previous offer to order the larger and custom cover and I would pay the difference.

Tom wouldn't hear of it. He wanted to pay for it all and cover shipping. I thought this was unfair in the other direction and asked him to bill me. Again, he wouldn't hear of it despite my protests. I guess I'll just have to continue being Gezagear's customer in the future to even this all out.

Like I said, I was really impressed with Tom's desire and extra effort to fix this problem. I truly believe that this strange set of circumstances and timing conspired to create a bad situation and I now know that when the odd and strange bad thing happens at GezaGear, they go above and beyond to fix the problem.

I am buying another GezaGear very soon for a little something new that Sherri and I brought home today that I'll post about later

OrangevaleFJR said:

a little something new that Sherri and I brought home today that I'll post about later

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Be quick about it.

As for the rest of that slop, bah, humbug! Who likes a happy ending?

Geza Gear makes covers for the FZ6?? I mean, didn't I see you posting a pic of an FZ6 after Sherri took the MSF course??

OrangevaleFJR said:

I am buying another GezaGear very soon for a little something new that Sherri and I brought home today that I'll post about later

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Make sure you order the extra wide version for the training wheels !!

Is this O'vales newly discovered way to shop on the Innernet? if so I would like a cover also but mine will be a large with no top luggage case.

Good job O' vale glad you did not get shafted or should I say coveres over on this capper

weekend rider

Glad Geza made good, and well done on you for loudly proclaiming that they did.

The GREAT FENCER predicts a second FJR in theO-vale stable.

Glad it all worked out. See Forums CAN change world economies

FJR, FJR, FJR, FJR...... :fans: :clapping: :bb2: PM. <><

Good news, Andrew! :good:

SkooterG said:

Who likes a happy ending?

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Jebus. You're truly hopeless.

:****:

Not at all surprised given the quality of their products, but very pleased with this result!

Thanks for posting this experience. Most of us would have been quick to tell the first half of this story then neglected to tell the other. Good on both you and the company.

And to heck with Skooter, I love a happy ending. sniff, sniff

Glad to see Geza Gear stepped up to the plate and handled this in a professional manner.

So many companies, now days, have lost touch with their customer base. The president of the company has changed this for Geza Gear. Let's hope they can make positive changes and learn from their mistakes.

I think there's a much bigger story than just the FJRForum getting a vendor to do something. Besides the confluence of issues that led to a frustrated member it's just is important to see that a new confluence of positive forces mixed together here for resolution.

1) The vendor went MILES out of his way to make things right.

2) OrangevaleFJR went MILES out of his way to make a thread admitting to several points of confusion.

and I hope a third point will remain fresh

3) The first and best course of action still remains to try and work with a vendor to resolution. And if that doesn't work a last resort can be to come to this forum, but to share the objective facts of an issue, and then hope things can be resolved.

We never, ever want a vendor to do something just because they fear being ganged up on. We vendor to feel welcome at this board as contributors to the community as well.

I'd like to think that happened here.

Good job OV and Geza Gear! :clapping: :yahoo:

Hey O'vale, how about REALLY making this all good, buying say, 20 of them covers then donating them to WFO? BaaaWaaa!

On a serious note, good to a) hear things worked out well B) a company still does care c) you got your cover d) Joyful got a cover and bike! :clapping: :clapping: :clapping:

Orangie, I think you may be onto something here. I know that after 17 calls to Ferrari, concerning my wanting to order a 612 Scaglietti, not a call has been returned. Dozens of emails unanswered. What say you, Enzo?

radman said:

Orangie, I think you may be onto something here. I know that after 17 calls to Ferrari, concerning my wanting to order a 612 Scaglietti, not a call has been returned. Dozens of emails unanswered. What say you, Enzo?

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I say you call or write to me again and I'll kill ya.....

There's only been 1 person that I know of to resurrect himself and Enzo isn't one of them. So, Rad i'm afraid your are out of luck if you want that Scaglietti. LOL

radman said:

Orangie, I think you may be onto something here. I know that after 17 calls to Ferrari, concerning my wanting to order a 612 Scaglietti, not a call has been returned. Dozens of emails unanswered. What say you, Enzo?

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Man, those 612's are just beautiful. I would love to own one of them, but I'd need a really big garage to fit the 20 bikes I want before it.

OrangevaleFJR said:

Yesterday, Tom Cseri, the President and founder of GezaGear called me with the intent to do anything he could to make me happy.
I had already decided to wash my hands of the entire deal and just walk away so I was just calling him back to respond to his courtesy in calling me in the first place.

Well, Tom surprised me. I have seldom spoken to anyone that is so focused on customer satisfaction and I truly believe that Sherri and my experience was a confluence of an anomoly and bad timing. His sincerity was obvious and he was really sorry that we had such trouble in our communication with GezaGear. He found it unacceptable and wanted to know what he could do. He changed my opinion.

I didn't ask for anything other than to send a memo to his employees referencing our situation and asking them to be more careful with logging outbound calls.

We discussed the sizing guide and he understood where I was confused. He agreed to consider a change to the FJR row of that guide.

At this point I was happy and considered the deal done. Tom persisted. He wanted to do anything he could to achieve more than me thinking they dealt with this fairly. Tom wanted more. He wanted to make me a happy customer and user of their product and services. I was so impressed with his sincerity, which is clearly shown by his taking over an hour on the phone with me, that I agreed to Mike's previous offer to order the larger and custom cover and I would pay the difference.

Tom wouldn't hear of it. He wanted to pay for it all and cover shipping. I thought this was unfair in the other direction and asked him to bill me. Again, he wouldn't hear of it despite my protests. I guess I'll just have to continue being Gezagear's customer in the future to even this all out.

Like I said, I was really impressed with Tom's desire and extra effort to fix this problem. I truly believe that this strange set of circumstances and timing conspired to create a bad situation and I now know that when the odd and strange bad thing happens at GezaGear, they go above and beyond to fix the problem.

I am buying another GezaGear very soon for a little something new that Sherri and I brought home today that I'll post about later

Click to expand...

Wish I had stumbled on your post sooner!

However, here are my results...Thanks for sorting out the problem for me! Thanks also to Geza Gear for their superb customer service!

My exchange via Email (Less than 24 hours total time.)

Ignacio said:

Simple. Geza Gear. If you have a topbox....be sure to call them and get them to confirm a fitting for your bike. Don't assume an XL will work with a top case.
Not cheap for sure. I bought a custom-fit cover and it's worked very well for me.

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I wish you had posted this before I bought mine. I stumbled on to this thread and then did a search and found OrangevaleFJR's thread or what was left of it. After reading all, I checked my invoice and yep, size large. I then went to the Geza Webb site and made sure I had ordered "properly" per their sizing chart and Yes. They had no "extra large if using top case", "option" or instructions. So, after reading Mike Smith's reply and explanation of the problem, I sent Mike an Email yesterday. I received the following reply this morning (Fast, huh!!):

Dear Loren,

I am sorry for the confusion. We will be updating our Size Guide.

Please send your cover back to us and I will have a new larger FJR cover made up for you that will accommodate a topcase and sidebags. There will be no additional cost for you.

Insure your cover for $200 (in case of shipping loss or damage) and ship the cover to my attention:

Geza Gear

26089 Iverson Dr

South Riding, VA 20152

Attn: Mike Smith

When you return your cover, include a note stating your:

1. Name

2. Shipping Address

3. Phone Number

4. And that you are upgrading to the larger FJR cover to accommodate a topcase and sidebags.

Again, I am sorry for any inconvenience this may have caused you. Your new FJR cover will be started on Tuesday and should be ready to ship to you by Thursday of next week.

If I can help further, please let me know.

Sincerely,

Mike Smith

Sales Manager

Geza Gear Inc.

703.327.9844 office

703.327.9874 fax

www.gezagear.com

[email protected]

I feel this remedy is entirely fair. I had only used the cover twice, I did stretch it pretty good as the instructions said it would be necessary to do so :dribble: Hey, how much is too much? In any event Geza Gear has given me superb information, and remedied the problem in an entirely professional manner. If their covers perform as well as their sales manager, it will be a superb cover as it meets my needs and looks really "cool"! :yahoo:

LC

Problem solved and Geza rocks!!