Despite all else Geza Gear, I'm sorry for your sudden loss of your coworker (and assumed friend).
A vendor to avoid? Not happy...
- Thread starter OrangevaleFJR
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Help Support Yamaha FJR Motorcycle Forum:
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Zodiac
Well-known member
Dear Mike,
Thanks for your side of the story. But, I would have made the same decision as Sherry Knight as I did not see anywhere on the site which stated to go to a larger size if you have a rear trunk. Plus your own graph does not give XL as an option for a FJR1300!!! Perhaps as with all established businesses that are successful, they forget what made them successful, their CUSTOMERS!!!! UNFORTUNANTLY, you must have a few employees who have lost sight of your company goals! Customer satisfaction!
Not returning phone calls as promised! Not being flexible on your 30 day rules! Not responding!
These all will make any person not want to do business with you! Perhaps all employee's involved should be made to sit and read the mission statement someone in your company wrote, about treating the customer right.
Thanks for your reply,
Craig Michals
Thanks for your side of the story. But, I would have made the same decision as Sherry Knight as I did not see anywhere on the site which stated to go to a larger size if you have a rear trunk. Plus your own graph does not give XL as an option for a FJR1300!!! Perhaps as with all established businesses that are successful, they forget what made them successful, their CUSTOMERS!!!! UNFORTUNANTLY, you must have a few employees who have lost sight of your company goals! Customer satisfaction!
Not returning phone calls as promised! Not being flexible on your 30 day rules! Not responding!
These all will make any person not want to do business with you! Perhaps all employee's involved should be made to sit and read the mission statement someone in your company wrote, about treating the customer right.
Thanks for your reply,
Craig Michals
James Burleigh
Well-known member
James Burleigh
Well-known member
+1. I'm in the consulting services business, and when we talk about addressing a client's concern or complaint, to understand the dynamic, we compare the client's complaint to my returning a pair of pants to a store because they had a defect. I don't want to hear how the factory had a hiccup that day that caused the hole in the fabric and how it wasn't the stores fault, etc., etc., etc. All I want to hear is, "I'm sorry for your inconvenience. Let's exchange that right now."
So I agree the Geza response should have started about 4 paragraphs down, but I applaud them for doing the right thing, even if not perfectly executed. As far as I'm concerned, this vendor is back in my good graces (my entire experience of them is in this thread, so I've had a real emotional roller-coaster ride :blink: ).
Jb
evil_henchman
Well-known member
Ah the power of the internet forum. We could manipulate entire economies BAWAHAHAHA!
GunMD
Well-known member
I'm a happy Geza customer. I purchased a cover from them less than a year ago and I tend to only use during overnight trips where the bike gets parked outdoors. I've been quite happy w/ my cover. Mine is supposed to be the one that is "custom fit" to the FJR. I did most all of my dealing w/ Geza via phone and was very happy with their willingness to assist me in choosing the proper cover for my specific situation (bags, top case, aux lights).
Call 'em folks...they'll get you the right cover. OV, sorry to hear about your situation. I hope it all works out for you.
Call 'em folks...they'll get you the right cover. OV, sorry to hear about your situation. I hope it all works out for you.
G
Geza Gear
Guest
There seems to be some confusion with our Size Guide. Let me clarify.
Andrew states that we do not have the correct "size" listed on our website to accommodate his topcase. He is incorrect. If you go to our Size Guide, you will see that a size Medium is listed to fit the FJR without sidebags and a size Large is listed to accommodate sidebags. We do NOT have any listings for a XL to fit over a topcase because we do NOT make a stock XL to fit over a FJR with a topcase. For Mr. Knight to assume a Large will fit over a topcase when it clearly lists a Large as fitting over sidebags is in his error. If he was unsure of the proper size for his bike and luggage configuration, he simply had to call or e-mail us for clarification. But to later admit to ordering the wrong size cover and having problems with it, and then blame us for it because we do not have a XL listed to accommodate a topcase is simply wrong and unfair. If a customer has a FJR with sidebags AND a topcase, we have a special custom pattern "XL" with which to make a cover from. He simply had to inquire with us instead of assume. Our Size Guide is clearly listed. If you do not find what you need for your exact specifications, you just need to call or e-mail us. Do not assume.
Despite all of this, we will of course take care of Mr. Knight's cover, he just needs to communicate to us how he wants us to proceed. He can even contact me on Monday at the number below.
The bottom line is that though we strive to provide excellent customer service, the Knight's failed to receive it, and for that there is no excuse and we are responsible. If we dropped the ball and failed to return phone calls, that is unacceptable and I personally apologize for that error. It is not enough for us to have a 99.99% excellent customer satisfaction rating because that .01% that we missed is still a person, and it is never our intention to leave one person with a negative experience when dealing with us.
I am not writing this because it has now been posted on forums and we need to take action. I am writing this because I and our office just got back in town, Saturday, and this is my first learning of the issue and my first chance to address it. Further, it is simply the right thing to do and what should have been done from the very beginning.
For the Knights troubles, I am willing to give them a new True Custom FJR Cover at no additional cost. We will even pay for all shipping fees. While I realize this has not been a pleasant experience for them, I am hoping that they will see our willingness to make amends for our lack of proper follow up. Despite the fact that he admittedly ordered and used the wrong size cover on his bike for one year which created the wear problems, is of no consequence to us. What ultimately matters is his experience in dealing with our company. And to that end we will do whatever it takes to restore his faith and confidence in us.
Sincerely,
Mike Smith
Sales Manager
Geza Gear Inc.
703.327.9844 office
703.327.9874 fax
www.gezagear.com
[email protected]
Andrew states that we do not have the correct "size" listed on our website to accommodate his topcase. He is incorrect. If you go to our Size Guide, you will see that a size Medium is listed to fit the FJR without sidebags and a size Large is listed to accommodate sidebags. We do NOT have any listings for a XL to fit over a topcase because we do NOT make a stock XL to fit over a FJR with a topcase. For Mr. Knight to assume a Large will fit over a topcase when it clearly lists a Large as fitting over sidebags is in his error. If he was unsure of the proper size for his bike and luggage configuration, he simply had to call or e-mail us for clarification. But to later admit to ordering the wrong size cover and having problems with it, and then blame us for it because we do not have a XL listed to accommodate a topcase is simply wrong and unfair. If a customer has a FJR with sidebags AND a topcase, we have a special custom pattern "XL" with which to make a cover from. He simply had to inquire with us instead of assume. Our Size Guide is clearly listed. If you do not find what you need for your exact specifications, you just need to call or e-mail us. Do not assume.
Despite all of this, we will of course take care of Mr. Knight's cover, he just needs to communicate to us how he wants us to proceed. He can even contact me on Monday at the number below.
The bottom line is that though we strive to provide excellent customer service, the Knight's failed to receive it, and for that there is no excuse and we are responsible. If we dropped the ball and failed to return phone calls, that is unacceptable and I personally apologize for that error. It is not enough for us to have a 99.99% excellent customer satisfaction rating because that .01% that we missed is still a person, and it is never our intention to leave one person with a negative experience when dealing with us.
I am not writing this because it has now been posted on forums and we need to take action. I am writing this because I and our office just got back in town, Saturday, and this is my first learning of the issue and my first chance to address it. Further, it is simply the right thing to do and what should have been done from the very beginning.
For the Knights troubles, I am willing to give them a new True Custom FJR Cover at no additional cost. We will even pay for all shipping fees. While I realize this has not been a pleasant experience for them, I am hoping that they will see our willingness to make amends for our lack of proper follow up. Despite the fact that he admittedly ordered and used the wrong size cover on his bike for one year which created the wear problems, is of no consequence to us. What ultimately matters is his experience in dealing with our company. And to that end we will do whatever it takes to restore his faith and confidence in us.
Sincerely,
Mike Smith
Sales Manager
Geza Gear Inc.
703.327.9844 office
703.327.9874 fax
www.gezagear.com
[email protected]
twowheelnut
R.I.P. Our Motorcycling Friend
After a rather lengthy rant was written and posted, I decided that sometimes, I should just shut the **** up. Hence the 'never mind'. You'd be amazed at how much I actually sensor myself. :blink:
I'll say this though; any vendor who has the balls to answer complaints, admit some degree of fault, clearly state their policy and offer a seemingly reasonable resolution in a public forum has to say something to the consumer, yes?
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Feejer/Weejer man
Well-known member
I did the same. Wrote three different responses and just didn't post them. I have had great experience with Geza. Bought a cover before the custom fit for the FJR and they treated great me and responded with answers and pictures of different bikes with the Geza to simulate the look.
good on ya, mike. when i read your reply, i felt assured that you were a good guy and things would resolve.
Groo
The Endless Font of Useless Knowledge...
Perhaps it would be a wise idea if Geza were to augment their sizing chart with a note for the FJR, identifying the need for a special size where topcases are used? 
Bustanut joker
Well-known member
Sensor? :blink:
What kinda award I get for catching this nut....? :yahoo:
+1 to geeza gear for trying.
:jester:
twowheelnut
R.I.P. Our Motorcycling Friend
A pack of Southwest Airline peanuts. Happy? Besides, I was reading Tracy's Electrical Systems book and was in kinda the widget v. correct use of words mindset.
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Bustanut joker
Well-known member
I'll take the peanuts and be HAPPY I got 'em .... ship em c.o.d. if ya want.
Whatcha reading about ?
.... ship em c.o.d. if ya want.Whatcha reading about ?
radman
R.I.P. Our Motorcycling Friend
I never said a word. I rUlZ!
Bustanut joker
Well-known member
Thats eye rool... cheeze head
Go play with your snowmobile :lol: :lol: Like I was just doing.Gotta love this damn Glowballs warming here in central Mi.
:jester:
Fencer
Why yes, I am a Smart ***
+ 2
Geza/Mike
As I read your post it was, it seemed to to be a posting by a lawyer or a politician. Summation of your post: " Mr. Knight, you were a ******* to assume you could use our qualty product with a top case. But since YOU are a ******* and we are really good people here (-1 this week) We will give you a new ******* proof cover"
Sorry for your co-worker.
As a business owner myself. I have to agree, people don't care that the shipment was late, there was rat poison in the dog food, etc.. If you TRUELY want to to make the customer happy with good service the only responce needed is " I"m sorry. What can I do to resolve this situation"
FYI- If you find yourself in a no-win situation again (kinda like this one). Posting on the forums in the manner you did (see above) is a no-no IMHO. When all was said and done, Andrew would have posted that you made it right and all was better and we should spend lots-o-cash with you.
P.S. I'm sure his posting on the net had NOTHING to do with your responce.
Hey TWN - izzat what you were thinking?
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twowheelnut
R.I.P. Our Motorcycling Friend
What else? Censors! :****:
Senator, I have no recollection of those thoughts.
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