Does anyone from Touratech check out this forum?

[MikeMike]

If you do, maybe you can explain why Touratech USA don't reply to emails for customer assistance. At least not the 3 I have sent.
Anyone else have this problem or maybe someone knows someone there? If not, maybe their head office?

 

[v8legend]

If you do, maybe you can explain why Touratech USA don't reply to emails for customer assistance. At least not the 3 I have sent.
Anyone else have this problem or maybe someone knows someone there? If not, maybe their head office?

One member here, ordered some handguards from Touratech. 2 weeks later, he gets a call on Thursday at 3.30pm to say they were in (Impressed so far? I was). He lives 5 mins away, so went straight there. The response was 'We're closing in 15 minutes, it's a bank holiday weekend, and they are in one of those 3 boxes, can you come back on Tuesday'. He told them to leave it, and they then tried to tell him he couldn't cancel at such a late stage. I'll certainly never order anything from them, even if the products are good. Most people here in the UK seem to get a better response ordering off the German website.

 

[MikeMike]

Thanks for the info. I ordered two items from them that are of poor quality and one arrived disassembled in a vacuum sealed bag.
That, along with them not replying to emails for customer assistance means they are off the list for any future purchases.
Don't bother with the locking oil cap deal, they are junk and poorly made. Ditto for the multi-tool for the suspension that is of cheap steel and not worth the money they charge you.

 

[stolzy]

Does anyone from Touratech check out this forum?

I doubt it, it would only make them depressed.

Nice to see they are maintaining global standards of service.

 

[solidstate100]

Yes I ordered a couple of small items and got the dreaded (its out of stock will have to get the items from our factory in Germany. Expect delivery in 7-10 days.) That was 9 weeks ago! (in fact I had forgotten about it until I read this thread) and since then that have kept in touch and updated me of progress precisely 0 times....!

I am gonna e-mail them and cancel I think. Strangely Bahnstormer have one of the parts in stock themselves - wish I had gone there in the first place!

 

[iftikartaxis]

they shouldn't be in business
everyone should send them a email then contact touratech germany to get the business changed to someone who wants to do the job
wicked

 

[Onwalkabout]

Awful stuff. My TT locking filler cap split with part of it falling into the engine (very fortunately I saw it happen while I was servicing and I was able to fish out the debris with a piece of wire), next a small off while off roading caused the cylinder 'protector' (I use the word in the loosest possible sense)to gouge itself into the rocker cover - now replaced with a set of Steptoes excellent items. The only thing I like that I bought from them is the Zega boxes - and these are just boxes.

As for customer service, I use the local Swiss distributer here who are, I must say, truly excellent and I have had no problems with their service at all.

 

[David Nimrod]

I've never bought anything from them, and doubt I ever will....

The TT tat that's on my bike was bought by the previous owner.

Remember, in almost every case, you have a choice

 

[MikeMike]

Thanks for the input. I sent another email (number 4 in total) to a second email address and we'll see if it wakes anyone up.
I was truly aghast at what they have pawned off as "high quality". It's junk, and overpriced junk at that.
I will follow it all up with an email to Germany. I wish I had asked on here first, live and learn I guess, an expensive (for me) lesson but one well learned.

 

[Dean]

On the flip side I like TT products . I do not like the price but the products in general yes

also I have ordered a fair bit I always do it by phone friendly prompt service had a part arrive with some damage which they promptly changed, threw in another part which i wanted FOC to boot

also had postage waived in the past, I dont have any conections with TT just a happy customer.

I supose only one beef.................. oi touratech lower your prices please

 

[Shagley]

I ordered some stuff from TT in Australia and the order seemed quite painless until I was told that one item was not in stock and therefore when it comes in I would be charged postage AGAIN!!

 

[Lamble]

I lived in Seattle and used Touratech there extensively. I was really impressed with how well they coped considering they were a new business setting up.

I was so impressed with Touratech and their products that when I returned to the UK, after a ride to Colombia turned into a personal disaster, without a home, or a job, or any income, that I sent my CV to Touratech in the UK and managed to get a job there.

What I've found is a small team of people trying to do their best and where ever possible busting a gut to help customers out. I hear anecdotal complaints, like "I've heard of someone who knows someone who...etc..."mainly within this forum, which I have been a member of for several years and only in the last few months as a TT employee.

Pricing is an issue, but is always being looked at. Products we source in the UK and ship to Germany are for example, cheaper here than there, as you would expect.

We are increasing stock held here in the UK, and for that we don't have 7-10 working days from Germany is currently at 98.7% on arrival within that time.

As far as getting any of the issues here resolved, I'm happy for you to email me directly. I'll also be looking into the report that someone was told to come back because a part was in a box but the box wasn't open, just to see if this is hearsay, if it's correct, or if there was a genuine reason why this happened.

Unfortunately, as just a minnow in the TT UK team there may be little I can do other than raise this issue, but raise it I will.

Thank you.

 

[Aran]

Nice but dear

My last TT item was the vibration isolating Zumo 550 mount, purchased because my bike shook one apart in 6 hours (part way through the National Rally). It was hideously expensive, but it works! One of the anti-vibe fittings broke (my fault I think) so I emailed them about it. The reply arrived next day. I emailed back a picture. Next day they replied again. Two days later a new bit arrived FOC.


I've always thought their prices very high. And I've been caught out by the "no stock" waiting game: others can show them how to do this better. In these cases I've either got the bit from Nippy Norman or elsewhere if available (& cancelled the TT order) or just had to suck it up and wait!
So for me it's been somewhat mixed- from brilliant to dud!

 

[MikeMike]

Thanks to one and all.
I finally heard from Touratech after the 4th email and I'll be posting regarding this.
Fair is fair and if I criticize an outfit and they respond, then it is up to me to pass along what they offered to do.

 

[GunZenBomZ]

Here in UK @BMW dealerships that have Motorrad section, you can order TT stuff from them.

 

[MikeMike]

Thanks again.
Here is the final word from me regarding my drama with Touratech. A fellow named Iain responded graciously and offered a free return deal with shipping prepaid. However, he was only able to get the shipping deal for a return from where the products were shipped to in California and not from my home address here in Mexico. However, it appears it was a simple case of very bad luck regarding the oil filler lock and we simply have different opinions regarding the pricing for the multi-tool.
Fair is fair and their at least responding to my plight and that goes a long way for me in re-establishing some trust with them.
Touratech did respond, albeit slower than I would have liked, and though we couldn't really solve anything, they at least made an effort. To me that does count.
Iain assured me that they checked the stock of oil filler locks and couldn't find another in condition like mine arrived in so it appears that it was really just a single case of bad luck.
I am going to visit a local locksmith and see if he can salvage the oil filler lock for me.

 

[Lamble]

Mike,

Glad that you finally resolved this Mike. I emailed them the link to this thread, but I'm not taking any credit for them subsequently responding as I'm sure they would have anyway. Each TT has a national boundary area they can operate in, so I do understand why you being in Mexico, but dealing with the USA, creates a hiccup.

Where abouts in Mexico by the way? I lived in Seattle but rode down into Mexico and had a great time, before moving on to Guatemala and the other Central American countries. It's a fantastic area to be riding in.

Anyone here in the UK who wants to see how TT are ramping up on service and prices should set a date for 4-6th June and come down for our Travel Event. There's some big news coming soonn too...shhhh, can't say any more at the moment.

Don't rely on second hand hearsay, come and find out for yourselves.

 

[v8legend]

I'll also be looking into the report that someone was told to come back because a part was in a box but the box wasn't open, just to see if this is hearsay, if it's correct, or if there was a genuine reason why this happened.

I spoke to the Gentleman in person, and have no reason to doubt him, it just came up in conversation when he saw my handguards. I wouldn't worry too much, he sold his F800GS when twins came along.

 

[Lamble]

I spoke to the Gentleman in person, and have no reason to doubt him, it just came up in conversation when he saw my handguards. I wouldn't worry too much, he sold his F800GS when twins came along.

The nearest we could get to this was a guy who turned up at the shop on a Saturday, before we opened at weekends, then complained that he'd ridden many miles (more than 5 anyway) to the shop so wanted his postage charges knocked off, because we hadn't been open. Then cancelled his order.

No one else had heard of this occurrence and there were only two guys working at TT at the time (hence closed weekends) and I spoke to both.

 

[v8legend]

The nearest we could get to this was a guy who turned up at the shop on a Saturday, before we opened at weekends, then complained that he'd ridden many miles (more than 5 anyway) to the shop so wanted his postage charges knocked off, because we hadn't been open. Then cancelled his order.

No one else had heard of this occurrence and there were only two guys working at TT at the time (hence closed weekends) and I spoke to both.

This was quite recent, and a bank holiday weekend. From what I remember of the conversation, it was a lady at TT. You were 15 minutes from closing, and having rung him, clearly didn't expect him to turn up 5 mins later.