Your situation is totally dicked up. I thought the whole thing sounded strange when they told you to bring it in on such short notice because it takes 3 weeks to get a Penske delivered.....but that should not stop them from doing your forks and giving the bike back to you until the shock is available. Dave used to wait until he had the shock in hand before he would tell the customer to bring the bike in so he could do it all at once....ride in and ride out the same day.Well, well, well...... I recall another forum fella not really happy with KFG and their service.... So far I'm incliend to join that fella. BIke is since 2 1/2 weeks at the shop, so I call just now to learn. Bike ain't ready, we are waiting on the Shock (Penkse)..... So I engage in a conversation to learn, well it always takes 3 weeks for Penske to deliver the Shocks... So I reply... Hmm why is it, when I asked you, when do I get my bike back and YOU told me one week, now all of the sudden it is 3 weeks. We are off season, you ain't racing... so try to help me comprehend this matter!!! Especially since I've order a $ 2,600 project.......
So far my motivation did hit rock bottom.... NOT CEWL AT ALL, NOT CEWL!!!! Frankly spoken, I feel joked..... for that I don't need to drop this amount of money.. I can joke myself for free
We apologize for this, normally this time of the year, it is about 1 week turnaround time for the work you requested if all parts are in stock. The awesome thing about Penske, is that they custom build each and every shock. The challenge, is that once we order a shock, it can take 1-4 weeks for delivery of that shock, depending on their parts availability and current work load. We never know what this turnaround time will be, until the shock is actually ordered. We care very much about each and every customer that comes through our door, and appreciated feedback, it's only helps up to do a better job in the future. Please give us a call and let us know how we can make this better for you.Well, well, well...... I recall another forum fella not really happy with KFG and their service.... So far I'm incliend to join that fella. BIke is since 2 1/2 weeks at the shop, so I call just now to learn. Bike ain't ready, we are waiting on the Shock (Penkse)..... So I engage in a conversation to learn, well it always takes 3 weeks for Penske to deliver the Shocks... So I reply... Hmm why is it, when I asked you, when do I get my bike back and YOU told me one week, now all of the sudden it is 3 weeks. We are off season, you ain't racing... so try to help me comprehend this matter!!! Especially since I've order a $ 2,600 project.......
So far my motivation did hit rock bottom.... NOT CEWL AT ALL, NOT CEWL!!!! Frankly spoken, I feel joked..... for that I don't need to drop this amount of money.. I can joke myself for free
It is true, we require a parts deposit for any job we do. Only for parts, the remainder for the labor is due when the job is completed. We highly value and respect the investment that our customers are making to improve their motorcycles. It is always our goal to provide clear communication, excellent customer service and high quality parts and service. We appreciate your feedback, and apologize that we had some miss-communication of the delivery time back. Please give us a call and let us know what we can do to remedy your concerns.
A one week turnaround if all the parts are in stock......for a job that is less than one day???? Why do they want the bike to sit in their shop for a week before they work on it? If I was ever told that I needed to drop a vehicle off a week before they were going to work on it my next step would be to look for a new service department. I wonder what the turnaround time is going to be for someone who has shipped their forks/shocks to the new GP Suspension and is waiting and wondering what the delay is while their FJR is sitting on blocks in their garage.
Barry told me that he had spoken to you, we'll give you a call tomorrow when he leaves the shop to deliver the bike to you. We'll also do your base-line set up at that time. Thank you again and we'll see you tomorrow.
We communicate with each customer, some jobs are 1 day, others take longer. We do other work besides suspension, we do major and minor service work as well. So, if you want us to check/adjust your valves, service head bearings, linkage, change your oil, change the shaft drive oil, service the brakes, etc, 1 week turnaround is normal. We may need to order some parts during the service, so we just say 1 week, it is a case by case basis. We also do same day service on the suspension work, we just schedule it in once the shock arrives. RPK dropped off his FJR and we did all the work in a few days, including a minor service, we are just waiting on his shock from Penske. This is not typical, most suspension companies do inventory this time of the year and some of them close for a few days before Thanksgiving. I believe this to be the case with this shock. Most of the time, Penske builds the shock within 3-4 days of the order, then shipping to us is 5 business days.
It seems that in this case, this is exactly what didn't happen. While this might normally be an issue between you and the customer, since it has been brought to the Forum, what is the reason behind this failure?
Thank you for the response and I certainly do not have any concerns with your explanation of how your service is supposed to be performed but it is time to walk the talk. Dave started doing the FJR Group Buys in 2006 and serviced about 90 FJRs a year. It certainly was not his core business but I can't recall a single complaint about excessive time delays or a poorly finished product. You already have have two complaints from just a handful of customers. Maybe that is just the result of mis-communication and can easily be corrected........I sure hope so because GP Suspension has been a tremendous resource and not only for the FJR community. I also hope the Group Buy is a success and that you continue the great tradition that Dave started with product development because it looks like we are going to need some help with the new FJR GEN III and its non-adjustable left fork. We love spending money on our FJRs but we want to be able to ride them as much as possible....let us know when our work orders are going to be completed/shipped.
With RPK, when the bike was dropped off, it was our understanding that he would be traveling.till December 1st, which was Saturday. We were going to call RPK today to let him know that his shock hasn't shown up yet and we should have it sometime today. We are closed Sunday and Monday, and first thing this morning, RPK called inquiring about picking up his bike, to which we informed him of the news. In all honestly we did not know RPK was expecting his bike today, we feel bad about the communication breakdown, and once again we apologize. I (Barry Wressell) have worked with Dave Hodges for 15 years, he is a great friend of mine, we talk 3-4 times a week. The expectation is high, especially following in Dave's shoes, we are listening, learning and replying. We are a good group of people at GP Suspension, we will work with you, bend over backwards if needed. We are handling the miss-communication and we are delivering the bike to RPK's house.
This recollection certainly puts a different spin on what happened from what you described in your 12/4 post. I assumed from that post that GPSuspension had told you to bring the bike in and they would have it finished and back to you within a week....which after 2 and half weeks they had failed to do. Now it appears that you made the decision to take the bike in early because of your business travel and the promised delivery date was really Saturday, 12/1. However, you did not bother to contact them until Tuesday, 12/4 and they are now agreeing to deliver the bike to you on Wednesday, 12/5 (without the shock that they have not received from Penske) and you are saying it really isn't necessary because you will be out of town (again) until Friday evening, 12/7. Unless you had a big trip planned for Tuesday afternoon I'm having a hard time seeing how you have lost any riding time due to GP Suspension.
