Wildguzzi.com
General Category => General Discussion => Topic started by: Kev m on June 17, 2015, 08:18:22 AM
-
For those of us in and around the greater Philly/NJ area it would look like a paradise with regards to the number of Guzzi dealers available, at least on paper.
READ sentences with BOLD for Reader's Digest version
You can choose from FBF, Coopersburg Eurosports, Motorcycle Mall, heck, even Europa Machina if you're willing to include the greater Harrisburg area in your search.
But in my experience FBF does not really prioritize customer service, seems to have a prejudice against DIYers, and perhaps allows too many novice techs to touch customer's bikes.
Motorcycle Mall by their own admission carries Guzzi only as a package deal to get Vespas and don't really have much experience (or seemingly interest) in new Guzzis.
And I will say that I have heard nothing but good things from Europa Machina, but they are a bit of a haul for us.
So recently when Jenn's Ducati finally needed a Desmo service (and a rear tire, and some timing belts and...) I decided to give Coopersburg Eurosports a try (especially since Cam was so positive about his experience with them and the purchase of his V7 Special).
When Jenn got a flat on the Duc a few weeks ago I called and made an appointment telling them about the flat, and saying since we were so close to the Desmo service and our timing belts were 4 years old etc. that we'd like to schedule a service.
They had an opening in as soon as a week (which was perfect since Jenn was on service that week, which means we have very little free time for things like riding and they could take their time and service the bike, we could even drop it off about a week ahead of time).
So we trailered it the 80 or so miles over to them on a Wednesday, a full week ahead of our appointment and went over everything we wanted done (clutch fluid, brake fluid, fork fluid, valve adjustment, timing belts, spark plugs and an air filter and anything else they could think of, and of course the rear tire which was slowly going flat again after air'd it to get it on the trailer).
I asked them to keep us posted but we'd love to get it back as early as possible in the week after the appointment since it was our vacation and we planned on riding every day..
I called them a week later on a Thursday (the day of our originally scheduled appointment) to check on progress and they said the tech was finishing up the Desmo service and fork fluid (he had the forks off), but they seemed a little uncertain about the rest.
So I went over it with him again. I said, please change the brake/clutch fluids, and spark plugs, and air cleaner (if they weren't part of the 7500 mile service). The service manager Massimo asked if they were doing a rear tire. I was a little taken aback as that was the whole reason we decided to go ahead and to the 7500 mile service a little early (the bike actually had 6800 miles on it). But I reminded him that it was FLAT again by now so yes, please do the rear tire. I also asked him to save me the old timing belts because I wanted to see what they looked like after 4 years. He assured me it should be ready by the next day (last Friday).
So yesterday (Tuesday), Jenn and I suited up to ride over 2-up on the Harley and pick up her Duc. But something was bothering me, I STILL hadn't received a call from them (actually, not once during this process had they called me unless it was to return my call, so it didn't surprise me). Still, I thought it wise to at least confirm that since I'd talked to them the Thursday before and they were "finishing up" that they had indeed finished and the bike was available.
One great thing about Coopersburg is that they have direct phone numbers available for things like Service.
One BAD thing about Coopersburg is that they don't seem to like to answer the phone anyway. I think in a total of 6-8 calls over the course of these 3 weeks I only had Massimo pick up his phone ONE time.
So I left him a message and more than an hour later we were ready to roll and still no call back (they'd been open for 2 hours at this point). I call the business office, they track Massimo down who tells me "we don't have a tire for your bike, it's on backorder"? :angry: :thewife: :violent1:
I remind him that was the very reason we decided to make the appointment 3 weeks ago, and had pointed it out when we dropped it off 2 weeks ago, and that I'd once again told him that on the phone last week.
My analysis - for SOME REASON he just didn't process that info and hadn't bothered to try and order a tire until last Thursday (of course, we're talking the OEM replacement for a Monster, I'd hoped they'd have it in stock. I wasn't even price shopping this).
AGAIN IN COOPERSBURG'S FAVOR when I'd spoken with him on the phone and asked for an update he actually asked me if I'd provided a tire (the fact that they are willing to mount what I bring in is a positive). But I told him no, I was perfectly happy giving them the parts business too. In retrospect, we might have had that same conversation the day I dropped the bike off as well.
But now my wife was staring at a potential week of riding MY bike instead of HER bike and she was NOT HAPPY ABOUT IT.
AGAIN IN COOPERSBURG'S FAVOR their parts girl was smart enough (and of her on volition) to call up the road and check with the KawaYamaZuki dealer to see if they had a Pirelli Angel in the right size. THEY DID. So we set off.
There was more drama to be had that day, it involved Massimo calling me back when we were on the road to say said dealer hadn't actually physically located the tire yet and maybe we should not come until we hear back from them, but we took a leap of faith, ran the first 40 miles or so and stopped for lunch hoping they would find it in time. We told him that we were short on time and had to get back to pick up the kids from daycare, so if he couldn't get a tire mounted by say 2 pm that day we'd have to just turn around and go home, but we also couldn't wait around home to hear from him because it would take us a couple of ours to get there anyway. I left it that he should call us one way or the other as soon as he knew and we'd turn around and come home then if it couldn't be done.
Once again we didn't receive a phone call and hours later as we finished lunch a little more than halfway to the shop Jenn finally called and played the dumb girl card, at which time she was told "I was just about to call you, the tire is mounted and they are finishing up".
We were a bit rushed to get home by the time we got there, so I forgot to ask WHY I didn't see spark plugs or an air cleaner on the bill, or get my used timing belts. But I'll assume the first two weren't done and that's no big deal at this mileage, they can wait till the next service or I can do them. And the belts, oh well, I was just going to send them to someone to do some destructive analysis and tell me how fragile they were or weren't.
So my dealer review is simple. I'll give them 4 out of 5 stars.
Coopersburg seems to be a busy dealership that is staffed largely by enthusiasts who perhaps are not perfect (like the rest of us) BUT WHO SEEM TO GIVE A DAMN ABOUT THEIR CUSTOMERS.
Massimo (service manager) and Natasha (Parts Gal!) made that happen for us yesterday by taking additional steps when not directly prompted by us (ok, perhaps we gently pushed).
In addition our cursory examination of the bike and the ride home seems like everything was done right. Which is the biggest concern.
I would not hesitate to use them again, OR to recommend them (since they seem to care) but I would caution you will likely have to be PAINSTAKINGLY CLEAR at what you want/need, and double-check them on it a few times to be sure.
That's all I've got for now, check back for updates, or please feel free to leave stories of your own experience with them.
http://www.eurosports.net/
-
You are kind, sir. I would have flogged them. Too many reminders and not good communication AND not complete service according to requests is unacceptable in my book. They should write stuff down. Would have saved you your time and frustration.
-
I have been in the showroom there in Coopersburg. I liked them. They were friendly and remain the only guzzi dealer to ever give me cool guzzi swag. I didn't even ask!
Next time you're there go a couple blocks west on 309 to RT Street rods and say "Hi" to my father in law Sal. And see what interesting cars might be lurking around.
Hunter
-
So we trailered it the 80 or so miles over to them on a Wednesday, a full week ahead of our appointment and went over everything we wanted done (clutch fluid, brake fluid, fork fluid, valve adjustment, timing belts, spark plugs and an air filter and anything else they could thing of, and of course the rear tire which was slowing going flat again after air'd it to get it on the trailer).
http://www.eurosports.net/
I thought after you told them to do anything else they can think of, the post was going to be about a $3000 bill...
They forgot about my tyre is anti-climactic ! :grin:
-
KevD - I know what you mean and perhaps I should explain a bit more.
For starters, I mean, I feel like I'm grading on a curve here, and places like FBF are curve busters in the wrong direction, so it's easy to overlook minor inconvenience if the shop seems to be doing to work correctly AND actually seems to care about the customer.
I honestly went to FBF a few years ago hoping to build a relationship so someone would be there I could count on. It took more than a few strikes (enough for 2 outs) before I gave up on them.
So I'm going into this realizing that my options are dwindling and I'm trying to make the best of it. I'm sure Massimo could tell I was upset but I chose not to stomp and growl and posture, and they rose the occasion.
Hunter - I remember you telling me about that before, but it seems like whenever I'm up that way I can't linger. One of these days.
Steph - ha ha - :laugh: Sorry for the let down. If it helps the bill was still north of $1200.00. I'm actually surprised how relatively inexpensive some of the items were. I've heard horrors about dealer pricing for Desmo service and for things like Timing Belts and both seemed pretty reasonable to me.
Then again I should probably add that I realized this morning that it has been more than two decades since the only other time I'd ever given one of my motorcycles to a dealer to do anything other than warranty work. The only other time was 1993 when I allowed myself to be blackmailed into letting the dealer perform the first 500 mile service on my then first brand new motor vehicle that I'd ever purchased (a 1993 XL1200 Harley Sportster).
But as I think I've said a few times on this board, when we bought this bike for Jenn she was just starting her Neonatal Medicine fellowship. I told her then that she'd be an attending by the time this service was needed and by that point she could pay for it. And so she has... She picked up a 15 hour moonlighting shift to cover it. :thumb:
-
Sounds like these guys might be trying but are a little backwards. It makes me appreciate how lucky I am to live an hour away from the one of the best Guzzi dealers anywhere. Those kinds of screw ups just don't happen at Rosefarm. I can only speak for myself, but I have 200% confidence in their shop. Be it purchasing a motorcycle, or having service performed, I couldn't ask for better service.
-
I've purchased two bikes at fair deals (fair for me anyway), had various services done, and purchased a good number of accessories that were competitively priced vs the web. I've never been unpleasantly surprised except the dash issue on the 1200S. Couldn't get any warranty relief out of Piaggio. Still miffed about that. Suck it Piaggio!!!
I've had one occasion where they sent the rescue van to haul a bike back to the shop from my work. Had another where the owner personally hopped in the work truck and come grab my stranded ass off the side of the road in the rain. Needed a battery once - for the Guzzi I think - that they didn't have in stock on Saturday, but would arrive on Tuesday. Rather than be down for the entire weekend, Natasha called a nearby distributor, confirmed they had the batt in stock, and asked that they activate it ASAP because I would be there in 10 minutes.
Once a season, I'll go across the street- behind the Shell station - to the beer distributor- and pick up a case of beer for the gang. Bill works his ass off to try to keep a full compliment of Ducati, Triumph, Guzzi, MV, Aprillia, and Vespa's on the floor. I work with independent dealers in the music world, and get a good sense of the hustle it takes to keep the doors open and the lights on- so I know he doesn't have a walk in the park.
-
I've purchased two bikes at fair deals (fair for me anyway), had various services done, and purchased a good number of accessories that were competitively priced vs the web. I've never been unpleasantly surprised except the dash issue on the 1200S. Couldn't get any warranty relief out of Piaggio. Still miffed about that. Suck it Piaggio!!!
I've had one occasion where they sent the rescue van to haul a bike back to the shop from my work. Had another where the owner personally hopped in the work truck and come grab my stranded ass off the side of the road in the rain. Needed a battery once - for the Guzzi I think - that they didn't have in stock on Saturday, but would arrive on Tuesday. Rather than be down for the entire weekend, Natasha called a nearby distributor, confirmed they had the batt in stock, and asked that they activate it ASAP because I would be there in 10 minutes.
Once a season, I'll go across the street- behind the Shell station - to the beer distributor- and pick up a case of beer for the gang. Bill works his ass off to try to keep a full compliment of Ducati, Triumph, Guzzi, MV, Aprillia, and Vespa's on the floor. I work with independent dealers in the music world, and get a good sense of the hustle it takes to keep the doors open and the lights on- so I know he doesn't have a walk in the park.
:thumb:
-
While not a dealer, I'd highly recommend Spare Parts Co. in Old City Philly for service if you're in this area. They specialize in BMWs and Guzzis, and Roland there has always done great work on my old airhead and has always managed to fit me in without much wait, thoroughly and patiently answered any questions I've had, and been able to get parts I couldn't find elsewhere. I'll be taking my V7 to them for its first service soon.
-
I've heard nothing but good things about Roland and Spare Parts.
I didn't mention them because when it comes to Guzzi service I've got no need for mechanical help or something they can offer since they don't tackle any electronic/drivability/mapping issues on modern Guzzis.
And even then, I'd prefer to handle it myself.
But it's a good reference for people in Philly who want basic maintenance on their modern bikes but don't want to go to FBF.
-
I bought my GRiSO from Coopersburg.
My experience didn't match Cam's.
No point in beating a dead horse.
Eric
-
My experiance at Rose Farms didn't match Bad Chads either. Two dealers that have an over all good rep, but give an occasional bad experiance beat the hell out of the many that have built bad reps. It does sucks though when you're the one that gets the bad experience.
-
You guys are not THAT far from the Danbury, CT area. Hamlin Cycles is where you may want to go for service on Guzzi bikes. Jim Hamlin is a master Guzzi tech.
Heck, we make it an overnight trip from Buffalo (410 miles each way) and have a wonderful experience at the shop.
He's also a Triumph trained tech and works on most any bike ever made. Great guy, no BS, and very skilled.
-
I think any business that requires you to stay on top of them "with drama" is ok if you have the time to do so. If I dropped my bike off a week early giving them lead time to order a tire, etc. and explained at least three times the service I wanted performed and it still didn't get done (or if so last minute on my way to pick it up), I would not give them 4 out of 5 stars. Personally I would look elsewhere for future service (unless I had the time to call and call again and triple check things were ordered and performed). I thought I had patience. You are a saint Kev.
If they subtract your time as a project manager from the bill, then I'd say you did ok. You are STILL left having to do some things yourself however (plugs, air filter).
-
Storm, good point. No one is perfect. That's probably why I gave FBF 6 strikes before deciding not to send a third batter in the box. And it is also probably why I still rated Coopersburg a 4 out of 5 stars for this experience. Anyone can make a mistake, but it's HOW YOU ACT AFTERWARDS that is important.
King Danbury CT? Are you nutz? That's (at minimum) and EACH WAY, THREE hours and 156 miles of highway (and quite possibly some horrendous traffic which could add an hour or two to it). Yeah, no... besides. I don't actually have any need for Guzzi service per se. The V7 is out of warranty and the only reason I need to go to a dealer is to check if there is an updated map.
Oh, and unlike FBF, Massimo at Coopersburg said he'd be happy to connect the OEM scan tool to update the map on the Guzzi and/or use the Ducati tool to reset the service light when it comes on in a few more hundred miles. In both cases he just said to call ahead to know we're coming.
KevD Ha ha - I hear ya man. And I might feel differently if I had other options, like I said, I'm grading on a curve. And what options do I have if needed? I guess the next choice would be Europa Mechanica in Lewisbury, that's 150 miles/ 2.5 hours each way (at least it wouldn't have the traffic potential of Danbury CT going through North Jersey and by NYC).
Nah, I want to be fair about Coopersburg, that was a little more drama than I wanted but they DID make it happen and we got our bike back in time in the end and they seemed to care about making it right. That's pretty good.
:thumb:
You are STILL left having to do some things yourself however (plugs, air filter).
Well, in their defense, I haven't check the maintenance schedule to see if either is actually necessary. I'm Assuming they didn't do it (because those parts aren't on the bill). But it is entirely possible they didn't do it because it wasn't needed. Kinda like the tire. At least part of the mixup on the tire is the fact that they were willing (almost expected) to mount a tire I brought them (maybe a lot of their customers want to save $10 on a tire and order it online and show up with it). I appreciate that flexibility, even if my choice would be to buy it from the place that was mounting it. Similarly, yeah, I asked them to do the AC and plugs just because they are 4 years old and we were dropping it off anyway, and I kinda suspect it'll be 4 more years before we go back. But really, the plugs only had 6800 miles on them, I can't imagine they won't be fine until 15k, and same probably goes for the AC.
<shrugs>
-
Ha ha. Nuts? most likely.
Like I said, we go there and it's over 400 miles each way. Jim's the best IMO and the time spent at the shop is fantastic fun.
I work along side him on my bikes! Learn a ton and the day goes fast. File it away for the future if needed.
-
Ha ha. Nuts? most likely.
Like I said, we go there and it's over 400 miles each way. Jim's the best IMO and the time spent at the shop is fantastic fun.
I work along side him on my bikes! Learn a ton and the day goes fast. File it away for the future if needed.
:thumb: :thumb:
-
I honestly went to FBF a few years ago hoping to build a relationship so someone would be there I could count on. It took more than a few strikes (enough for 2 outs) before I gave up on them.
I witnessed one of these strikes. They were unwilling to provide a service to the bike w/o his shop having done that 600 mile service. I was not impressed with Eraldo's arrogance and attitude towards the customer (Kev M), esp. with respect to Kev having done the 600 mile service himself. At that moment, I decided that I would never give them my business.
-
KevD Ha ha - I hear ya man. And I might feel differently if I had other options, like I said, I'm grading on a curve. And what options do I have if needed? I guess the next choice would be Europa Mechanica in Lewisbury, that's 150 miles/ 2.5 hours each way (at least it wouldn't have the traffic potential of Danbury CT going through North Jersey and by NYC).
Just a clarification, Europa Mechanica is a Moto Guzzi dealer, but, not Ducati (since the bike in the discussion is a Ducati). The Ducati dealer in the Harrisburg area is Koup's. I bought my Monster there, but, have not had any service work done there, so, I can't speak to the service experience. The owner is a long time Motorcycle enthusiast, and was actually at one time a Moto Guzzi dealer, but dropped the brand because Piaggio were such a pain to deal with.
-
Jas - I know Europa isn't Ducati, but this being a Guzzi board I was approaching the DEALER review in terms of Guzzi dealers.
DUCATI MPG - we were talking about it on this board the other day, but I can't find the thread (I think it was in relation to the small tank on the Scrambler, but I gave up after using the search feature a half dozen times just now).
Still here's a report.
I don't ride the Duc enough to usually remember the fuel tank size, and Jenn just kinda fills it whenever the light comes on (or eventually mentions it to me that we should look for fuel).
I looked it up today and it looks like fuel tank size is probably around 15L / 3.96G and Ducati claims the light comes on with about 3.5L / 0.92G left, which I believe because I THINK I've said before we've filled it up right away and it only took 2.8G, so the math works.
So before the service I was impressed that she was at something like 185 miles and the light had been on for maybe 20 miles already. Unfortunately that was when she cut the tire, and we never got to fill it up before it was touched. I don't know if the dealer had to drain any of it to do the Desmo service. Because when we refilled (across the street from the dealer) we put in an AMAZING 3.8G and figured Jenn was ONLY getting 49 mpg.
Then yesterday we ran down to Wildwood/Cape May for lunch and sorta got lazy. The fuel light had come on around 165 miles again, and we didn't start looking for fuel for a WHILE... by the time we found some we were at 195 miles and only put in 3.4G!
So Jenn got an AMAZING 57 mpg on the first tankful since the service.
And if our calculations are right she COULD have made it another ~22-23 miles to get to that same 3.8 G used (leaving only fumes I guess). That's means her theoretical range on the Monster was 217-218 miles, and as long as the light comes on @ > 140 miles, she can generally count on almost another 50 miles with the light on, and a few more miles for every 10 miles past 140 it illuminates.
-
I just checked the maintenance schedule finally and FWIW - Spark Plugs are listed as CHECK (not replace for 7500 miles) and the Air Cleaner is listed as CLEAN (again, not replace for 7500 miles).
I still would have done it because none of them really owed us anything and all were going to be off/out of the machine for those actions. But no big deal.
-
I bought my V7R from Coopersburg Eurosports and will never walk through the doors again. It was the most miserable drawn out process I have ever experienced buying a bike.