Purely anecdotal but I've had the same impression about the Exeter dealer. Lack of engagement from the staff and a lack of gear all left me feeling quite cold about the place. I'll be riding back to Bahnstormer for my service.
Actually that's not too bad for the beginning of the season as people blow the dust off their trusty steeds. CWs of fond memory usually had a waiting list of at least twice that and frequently more. Another good thing about Ocean Ply compared to Vertu Ex is that there's a retail park next door to wander round and if there for an all day service/whatever then there's frequent bus services into the city centre from the bus stop right outside. I seem to remember that Vertu only has other car dealers around it.
I've only used their service dept and they've been pretty good for servicing and extended warranty work - as you say very helpful, no quibbles with the warranty work, and will go that extra mile to help people out.
Generally you're not wrong. Ocean are a reasonably big group spread out over 3 sites in the SW who started out in the car business but they seem to have been able to keep the bike side separate from the car side (at least in Plymouth - not visited the Penryn site yet). More info here.
Not sure how old this thread is but of the two go to Plymouth Ocean Bill the service manager is so helpful and knowledgeable, Tanya is a great communicator if something is on order from Germany she keeps you in the loop with progress. I would recommend them whole heartedly.
