scificanada
Expert Class
Posts: 411
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posted July 26, 2006 05:12 PM
 Edited By: scificanada on 26 Jul 2006 18:13
The Saga continues, thank you Brock
Today I flew into Toronto at 10AM from Regina. I was a wee bit hung over from being out with "the boys" 'till 0230, and then to the Airport at 0530... Not good.
As some of you know, back in June, 4 days after getting my Blue baby some little dinks in the neighbourhood decided to check out my baby and knocked her over.
I ordered all the parts and finally last week they arrived at my Dealership.
I have gone through the Pipe debate, and after being one of the people on this site who had the pleasure of dealing with Curt Dorn from Muzzy's, I chose to purchase a pipe from Brock.
Well last week it was shipped directly to my dealership to be put on while all the other work was being done.
I left my bike there on Saturday as I had to go out west for a funeral over the past few days.
Anyhow, I land a Pearson Airport and as I turn my cell back on, there it is the incoming call from Cycle World. "Yea Simon, just unpacked your pipe and the can has a ding in it"
"Great" I think, just what I need to deal with today.
I tell them they may as well get it on as I have no idea how long I'm going to have to wait to replace it.... And damn it, I want to ride my God damned bike.
I send off a quick email to Brock advising of the issue, within 10 minutes, there it is (I'm still in a car heading home from the airport) on my BlackBerry (yea I like my toys) a message from Brock about UPS insurance issues.
I send back an email advising that there re NO issues with the packing, no damage to the Box, packing etc.
I mention that if I express UPS the can to Brock, maybe I can get it down and the new one back by Monday (great another weekend without my bike, as the stock system is off, the PCIII and collectors on).
I think to myself, "Hey Hindle is just outside of Toronto; maybe I can get a Can there?"
I call Hindle and ask for the parts guy.
I start telling my story and ask if I grab my Can from the dealership tomorrow morning, I can drive up to their factory and if possible can I get a new one to drive back to have put on my bike?
Well "Lee" says, "oh yea, I just got off the phone with Brock, he wants me to get a Can out to you today so you can have it tomorrow, and then when you can, get your damaged one back to us"
"Holy Shit!!! That's amazing" I think.
He says "if I rush I can get it out in the next hour so CycleWorld (he knows the address already) will have it tomorrow morning, I'll call you back in a bit Simon, but I've got to rush".
As I hang up with Lee, my email goes off from Brock with the same info, requesting the ship to address of my dealership.
I send back the requested info and advise that I had just spoken to Lee.
15 minutes later Lee from Hindle calls me (long distance) to let me know my Can has been packaged and shipped.
THIS IS CUSTOMER SERVICE!!!!!
I can not thank Brock enough for intervening and calling Hindle from his busy day to fix something for me, just one lowly customer.
This guy is running a major company, he has races to attend, and for some guy from Canada, that has never spoken a word to him, he personally calls Hindle and TELLS them to make this right, no messing about!
Brock, Lee (Hindle manufacturing) you guys are the real deal... You have a customer for life and ANYONE I know who is looking for anything that you deal in I will refer vehemently.
Again, Thank you and I can't wait to get my Bike back tomorrow, repaired, Pipe on, Flies out... and a smile on my face ear to ear....
Again, Thanks BROCK!!!!!!!!!!
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Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
  
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ZREXER
Expert Class
Posts: 492
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posted July 26, 2006 05:33 PM
All companies talk 'Customer Service', but very few actually 'walk the talk'. Sounds like everyone that has dealt with Brock has been treated really well. That is how...........plain and simple, you grow your reputation and business.
Some companies view customers as a necessary evil, Brock obviously knows who pays the bills!
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scificanada
Expert Class
Posts: 411
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posted July 26, 2006 05:34 PM
Edited By: scificanada on 26 Jul 2006 18:35
P.S.
I met Lang Hindle back in the 80's in his Garage in a back lane in downtown Toronto. (no I don't know him)
I was driving up a rear lane at 3 AM and could see the arc from welding.
I stopped in and talked to this excellent guy for about an hour.
Yea I readily admit back then I ran my Yosh pipes cuz who was this little Canadian company??
Well, who this little Canadian company is, is a group of really decent people who give a damn about each and every customer... I can not rave enough about how impressed I am right now with Hindle and brock... again WOW!
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Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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warbird
Needs a job
Posts: 2739
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posted July 26, 2006 05:43 PM
That's great............  Very rare in this day and age. They will go far with that kind of service. The returned e-mails and calls too...........almost unheard of anywhere else. 
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I'd Rather Be Roadracing.
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vegasdude
Zone Head
Posts: 821
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posted July 26, 2006 06:39 PM
Yep Brock and HIndle are great to deal with. I won't have another brand of pipe on any of my bikes......................!
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scificanada
Expert Class
Posts: 411
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posted July 26, 2006 07:04 PM
+1
____________
Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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GTRacing
Expert Class
Posts: 159
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posted July 26, 2006 09:13 PM
I think all my bikes will get brocks pipes from now on as well!! I've never dealt with a company so heavily into customer service!
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RACNRAY
Expert Class
FAST OLD GUY
Posts: 178
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posted July 27, 2006 06:57 AM
I have been in the m/c biz for 30 years come this september.i have learned that the most important part of serving is to please the customer. u guys are what keeps me in business,.and i am one of the lucky guys whose job is also his passion. geeze,i have only been riding 3 years longer than i have made my living working on bikes.
down here in south fla( as i'm sure elsewhere),there are so many shops/mechanics/people in the biz who have such poor ,shitty attitudes towards not only the customers,but in the quality of work they do and the overall service extended to the paying customer. shops like mine ,brocks,and others and the people employed by them really do understand and respect that old saying(which has mostly been forgotten)...
"treat people the way u want to be treated". that mindset goes so far and helps to garrantee that our buisinesses will be recommended to others.
RACNRAY
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no chicken strips on this south florida boy's skoots!!
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SoCal ZX-14 Rider
Expert Class
Posts: 351
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posted July 27, 2006 08:43 AM
And that is why as a noobie to the zx-14 arena I am purchasing my pipe from Brock. I have never experienced anyone with such dedication to his craft, his customers and this forum. I keep seeing all those "other" manufacturers with there new concept pipes for the 14 and some look really appetizing, but again here is another story of honest support for a customer in need. It would have been easy for them to just let the customer slug it out with UPS over who was responcible for the damage like just about every company I've delt with.
But Brock took the high road and it seems he always takes the high road.
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If I'm not riding her, I'm dreaming about riding her! Mount up!
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Vegasdude
Zone Head
Posts: 821
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posted July 27, 2006 09:06 AM
It's not dedication...............it's obsession!!! lol!
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cls
Expert Class
Posts: 410
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posted July 27, 2006 09:20 AM
I've tried a bunch of 'em, but I'm in. Good stuff. Good folks.
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slates
Expert Class
Posts: 377
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posted July 27, 2006 09:33 AM
More reason to buy from Brock's Performance.
I drove from Cincinnati up to Kil-Kare in Xenia to meet Brock at Kil-Kare's dragway this past Two Wheel Tuesday to pick up my Gen3, Carbon, and PC for my black 14. Brock was more than happy to answer mine and a hundred other questions all evening long. He's been quick to repond to any email questions.
Brock was testing and running a Busa and his Red 14. During all this he managed to help one person who was pulling his secondaries, load a map for another, help a guy fix his clutch plates, another to fix the clutch engagement point, and answer a barrage of questions from everyone passing by.
Brock did mention that he's changed his mind on pulling the secondaries and said he'll have to eat a little crow for that, but that kind of integrity and customer service make me want to support his business. He also mentioned that he's got a new "secret" project coming for the zx-14 in a future addition to his 14 diaries. He wouldn't divulge any information on whether or not it was a turbo, cams, bore-stroked motor, etc. I believe he's getting a second 14 to test this on and race the red one as a stock bike.
Thanks again Brock, hope to see you on a Tuesday in the near future.
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black zx14 - Brock's Gen3 Carbon, PCIII, no secondaries, Carrozzeria wheels, Sato rearsets, Pazzo levers, GPR V4 steering damper, Puig windscreen, Tiger Racing chain guard
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fastestbusaaround
Needs a life
I eat Fish...
Posts: 7889
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posted July 27, 2006 11:05 AM
I have now bought 2 complete pipes and PC3's from Brock. The service was outstanding...he was very helpful both through e-mail and by phone and although he spent numerous hours on the Dyno tuning the 14, he always found the time to answer my questions...he is a class act and when I need anything that he may have, there's no question about where I'm going to get it. I would recommend him to anyone looking for parts/service on their bikes! From what I see here, no one has any issue and only has praise for him. He's also a great friend to this site...and a wealth of knowledge to boot! Oh yeah...his product -- looked great, worked as he said it would and is very well built and finished. I made huge gains using them...very happy. 
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FYYFF!!!
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raptor14
Expert Class
Posts: 264
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posted July 27, 2006 12:11 PM
I'm another happy customer of Brock's. Prior to purchasing my 14 I had no experience with Brock or Hindle. Always used exhaust systems from another company. As I've stated before, it was the pics posted by GTRacing and the comments concerning Brock's customer service on this web site that gave me the impetus to buy from Brock. I had been planning on waiting until my favored company came out with an exhaust system. I'll tell you, I'm glad I didn't wait. The products are good quality, Brock seems like a great guy, his maps seem spot on, and he answers questions quickly. I too will gladly refer others to Brock.
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swiftkart
Expert Class
Posts: 349
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posted July 27, 2006 04:18 PM
I'm a first time Brock customer and boy am I glade I went with his stuff, I wouldn't have it any other way.
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2006 ZX14, Brock CT-Meg, PC, ignition module, E85, 214 lbs suited, 8.96@152.32 1.46 60'
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scificanada
Expert Class
Posts: 411
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posted July 27, 2006 08:48 PM
Well today as promised my new Brock/Hindle Pipe arrived at my Dealership.
I dropped by to see it, and man what a beautiful pipe, (YES photos tomorrow)
I left and made my way back to work when I received an email from Brock asking if everything had worked out, and if I needed anything else to please contact him.
I started to type a response and my cell phone rang...
It was Lee (I now know to be Lee Hindle, of Hindle).
He was calling to make sure that my pipe had arrived and all was well.
I spoke to Lee for over 45 minutes about how impressed I was with his and Brock's Customer support.
Hindle is still a small family business, he stated that yes the BIG companies were out there, but their commitment to price, quality and customer care were their driving forces. And in dealing with quality companies, and people such as Brock they were making a statement in the market place.
Lee made it perfectly clear that they will do all they can to make each and every customer happy.
I assured him that he had done so with me and that I looked forward to getting my ride back tomorrow and hearing the new TONE.
Again I can't say enough about how I have been treated by the team of Hindle/Brock, Brock/Hindle.
SciFi Out.
____________
Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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dubious
Needs a life
Needs more time to ride!
Posts: 8442
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posted July 28, 2006 12:53 AM
Another happy customer here too...
Like nobody knew! LOL
scifi, you get e good rip on her yet?
I tell you bud,
if you think it was your new love stock, just wait...
it's gonna blow your boots off now, your gonna drop a load! LOL
PS:
wait for the pipe to cool before inserting penis 
____________
natural selection.....
destiny will overcome intervention.
Some are not worthy of the effort.
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scificanada
Expert Class
Posts: 411
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posted July 28, 2006 05:29 AM
Picking her up this afternoon... BUT it is pouring here 
Supposed to get two inches of rain between early this morning and late afternoon today... may hold off till tomorrow when it's supposed to be nice.
____________
Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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GUNNER
Needs a life
Posts: 5778
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posted July 28, 2006 05:31 AM
Edited By: GUNNER on 28 Jul 2006 06:42
I WILL do business with Brock in the future without doubt. I've never in 20 plus years of doing business in this industry heard of any company doing business like that! BROCK! Sir you have figured out what we all want and you're doing a great job giving it to us. It was simple wasn't it? All any of us ever wanted was to NOT be treated like shit from some DICK HEAD!!!!
Mr. MUZZY.............Please read the above and FIRE the pricks that answer your phone and deal with us. They are the worst in the industry. They are killing you Sir I have never called Muzzy's and hung up the phone any less than totally PISSED OFF! The people there have PISS POOR product knowledge and do their best to talk down to guys that have forgotten more than they'll ever know.
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scificanada
Expert Class
Posts: 411
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posted July 28, 2006 05:37 AM
Edited By: scificanada on 28 Jul 2006 06:43
+1
No doubt Rob Muzzy knows all this, he just needs to remind his "Customer Service" guys.
Such a shame when one idiot can taint an entire company.
That said, Brock and Lee went well beyond "standard" customer service, and for that they have a customer for life.
____________
Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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fastestbusaaround
Needs a life
I eat Fish...
Posts: 7889
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posted July 28, 2006 05:38 AM
Ouch.
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FYYFF!!!
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fastestbusaaround
Needs a life
I eat Fish...
Posts: 7889
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posted July 28, 2006 05:40 AM
quote:
Picking her up this afternoon... BUT it is pouring here
Supposed to get two inches of rain between early this morning and late afternoon today... may hold off till tomorrow when it's supposed to be nice.
Easy on that throttle in the rain with them flies out boy...not at all what it was with them in.
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FYYFF!!!
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scificanada
Expert Class
Posts: 411
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posted July 28, 2006 05:55 AM
My Bike is finally fixed and is the way I want it and we get torential downpours, God hates me, that's what it is!!!!!!!!!!
____________
Be a predator, not prey.
2006 Blue(the fastest colour) ZX14, Brock Ti Gen 3, Secondary Butterflies out, PCIII with Brock Map, Muzzy Frame Sliders.
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GUNNER
Needs a life
Posts: 5778
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posted July 28, 2006 05:59 AM
Sometimes I think he hates us all
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suicycle
Expert Class
Posts: 136
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posted July 28, 2006 06:44 AM
He doesnt hate us all. Its just his way of weeding out the purists..from the squids LOL
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