ZX10 Guy
Novice Class
Posts: 72
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posted July 09, 2004 04:28 PM
 Edited By: ZX10 Guy on 9 Jul 2004 17:30
I'm so pissed with my Muzzy's order.
Well, I got a call from Curt about the euro turn signals we've all been waiting forever for that my order was going to be filled. You're thinking great...so what's the problem. Problem is that I just recently moved offices because of a contract change and my direct line extension hasn't taken affect at the main office. So I was finally able to go back to my old desk to finish wrapping things up and I get two messages from Curt. One saying I need to call them back to give them the verbal to ship. The second was to call them ASAP because they're going to give mine away to another person waiting. I was like WTF. I've never dealt with a company that also requires verbal ok's after you've placed the order to ship. If I had known that, I would have given them my cell number. No call to my house with a message. No reply to an email I just happen to send to them a few days ago asking for a status. I guess I have to be an a-hole customer to be able to get info in a timely manner. I'm so pissed I can't see straight right now. So by the time I get the messages, they've closed for the day because I got back to my old desk later in the day. I've left a message with Curt but I'm not hopeful as to a good outcome for this. I'm still baffled by this requirement to do a verbal ok for any item to be shipped. What if I happened to be on vacation? Then I wouldn't have gotten the message at all to get any timely resolution. Also, I haven't gotten any word on the frame sliders I ordered from them. Man I'm pissed.
  
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Michael Lee
Zone Head
Purchase Ivy
Posts: 729
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posted July 09, 2004 05:25 PM
Maybe they were never there to begin with and this was a way out? Don't really know just tossing a stone . . anywho, go on a relaxing ride this weekend on me 
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BackMarker
Novice Class
Posts: 96
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posted July 09, 2004 06:00 PM
For years I have listen to problems just like yours.
I understand Muzzy's is busy. I understand they do alot of R&D. I also understand they out source alot of their stuff and can't control what happens within those companies. That stuff I don't have a problem with.
I also understand people need to be patient with a new model line. That parts take time to make.
But stuff like ZX10 Guy's problems...... Damn there's no need for that. Where the hell is there customer service ? Doesn't Muzzy's offer their employees enough incentive to care ?
Maybe they better shake up that parts department !!
If not for Doug M. and his support I would have given up on them long ago.
Just my .02
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runninhorn
Expert Class
Posts: 442
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posted July 09, 2004 07:27 PM
I will chime in and second this.
I screen my calls do to alot of telemarketers having my number some how, and I didnt answer his calls the first two days. It was him, he was calling to see if i still wanted the signals and that I needed to call him back to keep my spot on the list--- I was like WTF!?!??!?!
I hear ya, that is the most BS thing ive ever heard. Luckily I happened to answer my phone the 3rd day, as im sure if i hadnt he would have scratched me off the list..........you just dont do crap like that, someone places an order you SELL THEM THE PART.........none of this CALLING TO CONFIRM BS after the order was placed.........im still pissed about it...........
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bovinespongiformencephalo
Pro
variant Kreutzfeldt-Jakob
Posts: 1060
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posted July 09, 2004 07:38 PM
Looks like Muzzy's sucks.
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runninhorn
Expert Class
Posts: 442
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posted July 09, 2004 07:43 PM
quote:
Looks like Muzzy's sucks.
donkey balls.........and hairy ones at that.........
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bovinespongiformencephalo
Pro
variant Kreutzfeldt-Jakob
Posts: 1060
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posted July 09, 2004 08:58 PM
Mmmmmm... thanks for the word picture.
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RobMuzzy
Expert Class
Posts: 295
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posted July 09, 2004 09:42 PM
Well guy's if you want to be mad at someone it is me. the policy to call customers before shipping back orders was instituted by me. I have found that if items are on back order for very long many customers change there mind for many different reasons. When we shipped back ordered items without calling first many shippments were refused. Then the parts are in shipping limbo and it takes longer to get them to the customers who do want them. It also takes time to get credit card refunds processed. All MUZZY employees care about our customers. Doug Meyer is the one I have chosen to communicate with our customers.
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ZX10 Guy
Novice Class
Posts: 72
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posted July 09, 2004 11:24 PM
Rob,
Thank you for the explanation of your policy. But as you can see someone like me becomes a casualty of that policy. I'm still baffled as to why a message wasn't left at my home number after the 2nd message was left for me to call in. But I still haven't received any reply to the email I sent a few days ago.
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12RPilot
Pro
Posts: 1094
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posted July 10, 2004 01:22 AM
Well I'm glad I saw this. Now I can make it very clear with my customer representative what my wishes are on backorder items. This thread probably saved me alot of hassle.
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If you aren't an AMA member, you're part of the problem.
NESBA #209
http://www.bikepics.com/members/12rpilot/04zx10r/
 
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iculukn
Expert Class
Posts: 200
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posted July 10, 2004 05:52 AM
Let me chime in a bit:
I'm sorry your having these problems and I hate it for those still waiting. I'm the guy in Korea who tried to order 50 or 100 sets for Muzzy. But I was told by the time I leave here (now around 25 days) and my stuff makes it state side, (middle - end of August), you all should have your blinkers from Muzzy. Sorry this is happening, least I tried help and save $ too,
-lukn
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A "99.99% open mind", is still closed!
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BackMarker
Novice Class
Posts: 96
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posted July 10, 2004 06:09 AM
Rob,
Now I understand your side of things.
However, to jump over a guy that's waited a month or more for parts, just because you can't get a hold of him right away doesn't seen right.
Again just my .02
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dougmeyer
Needs a job
moderated
Posts: 2713
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posted July 10, 2004 07:10 AM
Edited By: dougmeyer on 10 Jul 2004 08:11
Fellas,
The supply of turn signals is decent right now. We have mulitple sources and they are flowing. If you got "skipped" because of an inability to confirm, you order wasn't cancelled, just delayed until the confirmation can be made. (It is important due to the reasons Rob cited- refused shipments are a big cost and hassle for everyone).
People refuse shipments for all kinds of reasons, everything from "My bike was stolen yesterday" to "My wife found out is was spending more money on my bike and threatened to leave me."
A point on E-mail- Email is kind of a blind form of communication. Remember, you don't know that we got it, and we don't know you sent it.
If an email isn't addressed to a specific individual it my be in a big stack that takes a while to get to. Just yesterday, as I was leaving the office Dave told me that he had just finished cleaning up his email FOR THE WEEK.
Please understand these delays on products are not because we aren't trying to get this stuff done for you. Just put it in pure financial terms- parts on the shelf don't help anyone.
Doug
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worm~hole
Needs a life
Miles to go before I sleep....
Posts: 10623
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posted July 10, 2004 10:33 AM
...Rob, Doug...thanks for the info, guys...
____________
“We sleep safe in our beds because rough men
stand ready in the night to visit violence on those
who would do us harm.”
-George Orwell
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andy
Expert Class
Posts: 220
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posted July 10, 2004 10:48 AM
I hope there's no backorder on the frame sliders, 'cause I never answer my phone.
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madav8tr
Novice Class
Posts: 53
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posted July 10, 2004 10:58 AM
Well, I am very impressed that Rob and Doug both took the time to explain their side of this story. I would have no problems dealing with this company in the future. BTW, was this policy explained beforehand, as in the time the original order was placed? I have had problems with a few online retailers, most notably Dan Kyle(renowned for exceptional customer service) , and not only did he not responded to my whiney little posts on the matter, he didn't even bother to return my emails. 2 thumbs up to Muzzy for answering a critic and doing so professionally.
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ZX10 Guy
Novice Class
Posts: 72
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posted July 10, 2004 11:16 AM
I would like to again thank Rob and Doug for explaining things further. Because at the time of me receiving that last message, I was left with the impression that either 1) My order could have been canceled and 2) I would have to wait possibly another month or two for these turn signals. I can't complain too much about their service so far because at least I finally got some answers. But in my opinion, all this could have been avoided by taking one or two extra steps in the service department. Again, a call to my home number with a message would have been nice because I would have returned the call promptly in light of my current situation. Or an email notification indicating the need for contact to finalize the order. I did everything on line to include any correspondance via email. I know how busy sales staff can be and I thought that a patient hands off approach would have been best. I don't like bugging people and I think you guys at Muzzy can definitely appreciate that approach. I got an email stating the backorder status and I was satisifed with that info. So I just sat back and waited. I only sent the email a few days ago to order@muzzys.com (as indicated by your order confirmation to send inquiries for information concerning my order) when everyone here on the board was saying they're receiving their turn signals and I hadn't heard anything yet. So based on Doug's last post, I shouldn't worry too much because you all are getting better supply shipments which would mean even if I didn't get my signals with this recent batch...I wouldn't have to wait forever before I come up on the list again. Am I correct with this assumption? As with Andy's post, I'm also waiting on the frame sliders. I got an email about that too after I placed my order saying 20-30 days out. Well we're past 30 days now. Are those on backorder too? And do I have to go through another verbal confirmation to get those shipped?
madav8tr, I hope you're not referring to me as being a critic. Because I'm just an unhappy customer that needed some answers and am willing to come to some sort of resolution.
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catd11r
Expert Class
Posts: 206
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posted July 10, 2004 04:18 PM
Now sirs, There are two gentlemen, and why I buy MUZZYS. Thank You
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Life's Been Good to Me!!!!!!!!!
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crispin
Expert Class
Posts: 288
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posted July 10, 2004 05:15 PM
I had no issues when I ordered from Muzzys.
They do alot of R&D and are a valuable assest to our community.
IMO
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04 ZX10-R Blue
slightly mod'd...
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descalera99
Parking Attendant
Posts: 11
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posted July 11, 2004 07:07 AM
I ordered a few things from Muzzy yes there products took along time to get to me but everything was well worth the wait.
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madav8tr
Novice Class
Posts: 53
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posted July 11, 2004 05:10 PM
ZX10 Guy, the term critic isn't meant as an insult. Just someone that was critical of a business practice. No offense intended.
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o
Expert Class
Posts: 171
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posted July 11, 2004 07:23 PM
ZX10 Guy, I feel ya. I almost had the same problem as you. The number I left with muzzy was my fathers house and Nobody at the house told me that Dave left a message, but I heard the other voice in my head tell me to check the answering machine. Its Sunday now and he called on Friday. I called and left a message saying, "Give me my blinkers". So I would like to say thanks ZX10Guy you're a hell of a guy to let me have your euro markers. Just messin with ya good luck on getting them asap.
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PBO ZX10R
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havabusa12r
Expert Class
Posts: 425
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posted July 11, 2004 08:27 PM
I have ordered several things directly from Muzzy and get nothing but good service. The only calls were to confirm a billing addy.
I also go through my bike dealer for Muzzy (I get a standard discount!)
The only prob I have is signing for packages, as I am ever home. They always sent items as 'signature required' even lower $$ items.
Ray
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(68 Yam 175 2-stroke)
(99 Copper Busa) (99 Duc 900 SS full fairing) (00 MV Agusta F4S) (02 Aprilia RSV Mille) (02 ZX 12r CTB) (03 KTM 950 Adv)
(04 Yam R1) (05 LE Busa) (07 ZX 14)
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worm~hole
Needs a life
Miles to go before I sleep....
Posts: 10623
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posted July 12, 2004 10:16 AM
Edited By: worm~hole on 12 Jul 2004 11:17
...well, I just recieved my front Euro turn-sigs about five minutes ago, but no rear Euros rear turn-sigs...immediately got on the horn and spoke with Curt...I was told that the rears are probably gonna be another two weeks...or so...
____________
“We sleep safe in our beds because rough men
stand ready in the night to visit violence on those
who would do us harm.”
-George Orwell
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ZX10 Guy
Novice Class
Posts: 72
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posted July 12, 2004 03:15 PM
Ok, guys here's an update. I called Curt today and found out he had picked up my message I left after hours on Friday. He had already reinstated my order and was prepping the turn signals for shipment. He again explained why they did what they did and I do understand...especially the part about people wadding up their 10's since placing the order...something I didn't think about. He also gave me an update on where the frame sliders are. He said they ran into a delay with manufacturing and is hopeful that they can be delivered by the end of the month. So right now, I'm back to being a satisfied customer. Although, he did clearly say that my order was cancelled when he didn't hear from me after the second message. But that's just water under the bridge now with the problem rectified.
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