This may be a bit of a long story 
, so if you're easily bored, just skip to the last few points - you have been warned.
I've been troubled with the screen on my GSA since I bought the bike.
I've tried
So I opted for a Ztechnik (Z2240) screen. Mike Chadwick the UK importer at Custom Cruisers, checked that the screen would fit the GSA - and it does if you buy the standard GS mounts. Top marks for Mike, as he checked with the guys in the US, and got back to me with the appropriate information. I didn't have to chase him - he followed up every question to ensure that I was happy with the purchase.
So after a couple of months, trying to find the best position for the screen. I had worked out a good compromise. certainly a better setup than I'd had before.
Off I go to touring to Tuscany, and when I get there I find lots of fractures on one side of the screen. Now the screen hasn't been hit by anything, the bike hadn't been dropped, no contact between screen and handlebars. No chemicals had been applied (petrol, solvents rain clear type products), and cleaned only with water and soap.
These fractures look stress related, but there's not much I could do in Italy. So I took some pictures, and on my return sent them to the US manufacturer "National Cycle".
The reason I didn't send them to Mike at Custom Cruisers was simply because he was the importer, and I wanted advice from the manufacturer. They should have the experience with the product and are more likely to have seen any similar problems. (I think with hindsight that I may have insulted Mike by this action, but I wasn't to know until later)
Now Jeff Wolbers (Product Line Manager) at National Cycle responded, asked a number of questions and has indicated
I then spoke to Mike at CC, and he's organised delivery of the new screen. No pointing fingers, blame or anything untoward, simply a concern that one of his customers had encountered a bad experience. A reassurance that it would have been covered by the guarantee, and that I needn't have gone direct to the US. Although I did explain my rationale for going direct to National Cycle I feel that this is one of the few instances where I should have talked to Mike first.
I now have my new screen, the old one is in the hands of the parcel courriers wending it's way to Mike at CC.
The story isn't over, as I need to ride the bike with the new screen, in the same position, to ensure that it's all ok, and I'm hoping that it was a one-off fault and not a design issue.
So the reason for posting this is just to say that the service I have received so far from both Mike and Jeff has been exemplary
. I had expected the normal run around and finger pointing that I've become accustomed to in the UK. But this hasn't been the case. Both have been totally professional, and have to my mind have demonstrated an excellent attitude to customer service. I'd say 120% 
commitment to customer satisfaction where in my experience you are often lucky to reach the heights of 20% commitment in many industries.
The most difficult part of getting this resolved has been in organising the return of the old screen. The Post Office have been a nightmare (actually a number of sub postoffices), giving me different stories about package sizes, weights, postal options etc. Even to the extent of making up stories about why they can't / won't take the parcel.When I ran my own company I always used independent courriers, for their reliability and price. I wish I'd done the same this time.
Thanks Jeff, Thanks Mike definitely top marks.
Cheers
Dave#...
, so if you're easily bored, just skip to the last few points - you have been warned.I've been troubled with the screen on my GSA since I bought the bike.
I've tried
- Tobinators - fantastic solved the buiffeting, but couldn't ever find the sweet spot.
- one of those screen top jobbies - which made a bit more of a difference, but still not quite right.
So I opted for a Ztechnik (Z2240) screen. Mike Chadwick the UK importer at Custom Cruisers, checked that the screen would fit the GSA - and it does if you buy the standard GS mounts. Top marks for Mike, as he checked with the guys in the US, and got back to me with the appropriate information. I didn't have to chase him - he followed up every question to ensure that I was happy with the purchase.
So after a couple of months, trying to find the best position for the screen. I had worked out a good compromise. certainly a better setup than I'd had before.
Off I go to touring to Tuscany, and when I get there I find lots of fractures on one side of the screen. Now the screen hasn't been hit by anything, the bike hadn't been dropped, no contact between screen and handlebars. No chemicals had been applied (petrol, solvents rain clear type products), and cleaned only with water and soap.
These fractures look stress related, but there's not much I could do in Italy. So I took some pictures, and on my return sent them to the US manufacturer "National Cycle".
The reason I didn't send them to Mike at Custom Cruisers was simply because he was the importer, and I wanted advice from the manufacturer. They should have the experience with the product and are more likely to have seen any similar problems. (I think with hindsight that I may have insulted Mike by this action, but I wasn't to know until later)
Now Jeff Wolbers (Product Line Manager) at National Cycle responded, asked a number of questions and has indicated
"I have decided that I need to take a look at this screen here at the factory. Please return it to Custom Cruisers. I would like to send a new Z2241 to you right away."
"Custom Cruisers and ZTechnik stand behind their BMW product line. I cannot be 100% certain from my side of the pond if a manufacturing defect caused your issues with our screen. I'd rather err on the side of the customer within reason"
"Custom Cruisers and ZTechnik stand behind their BMW product line. I cannot be 100% certain from my side of the pond if a manufacturing defect caused your issues with our screen. I'd rather err on the side of the customer within reason"
I then spoke to Mike at CC, and he's organised delivery of the new screen. No pointing fingers, blame or anything untoward, simply a concern that one of his customers had encountered a bad experience. A reassurance that it would have been covered by the guarantee, and that I needn't have gone direct to the US. Although I did explain my rationale for going direct to National Cycle I feel that this is one of the few instances where I should have talked to Mike first.
I now have my new screen, the old one is in the hands of the parcel courriers wending it's way to Mike at CC.
The story isn't over, as I need to ride the bike with the new screen, in the same position, to ensure that it's all ok, and I'm hoping that it was a one-off fault and not a design issue.
So the reason for posting this is just to say that the service I have received so far from both Mike and Jeff has been exemplary
. I had expected the normal run around and finger pointing that I've become accustomed to in the UK. But this hasn't been the case. Both have been totally professional, and have to my mind have demonstrated an excellent attitude to customer service. I'd say 120% commitment to customer satisfaction where in my experience you are often lucky to reach the heights of 20% commitment in many industries.The most difficult part of getting this resolved has been in organising the return of the old screen. The Post Office have been a nightmare (actually a number of sub postoffices), giving me different stories about package sizes, weights, postal options etc. Even to the extent of making up stories about why they can't / won't take the parcel.When I ran my own company I always used independent courriers, for their reliability and price. I wish I'd done the same this time.
Thanks Jeff, Thanks Mike definitely top marks.
- Good product,
- fantastic service, and
- top support
Cheers
Dave#...
