From: *** *** Sent: Wednesday, July 29, 2:PMTo: *** ** *** Subject: RE: ***Hi ***, I copied and pasted my Parts Manager's response below. I spoke with customer *** *** regarding his repair orderOne of his main concerns was not being informed of his charges
prior from charging his credit cardSecond concern were the labor cost so highI explained to Mr*** that labor is $per hour and the standard hours to change all four tires on mule is estimated at hours but instead service only charged him for That is the charge he was concerned aboutHe understand the explanation and no further issues were discussed Let me know what else is neededIn the past I know I commented directly on the Revdex.com site.Mark
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while this resolution is disappointing, this matter has gone on for nearly two years and I would like to come to a resolution. The fact that this has been drawn out for such a long period of time is a direct result of the poor customer service I received from *** *** ***In 2016, after speaking with several employees and being offered no resolution, I refused to accept the bike back in the damaged conditionNow, after filing a second complaint with Revdex.com, I finally received a responseJNP's offer to pay for the cost of storage is ridiculous and insultingI did not need or want my bike storedI wanted to be using my new bike, which I have missed out on for the last two years. Furthermore, they lost my coverThis is not something that happens without someone's negligenceClearly, the bike was handled without due care, which also resulted in the damage to the bike. In addition to the offered terms, I spoke with Bruce J*** of JNP group directly and requested that JNP agree to not just recondition the damaged parts, but to replace them with new partsMy request was denied. This offer is the absolute least JNP Group could do after the incompetence and poor customer service I receivedI absolutely would not recommend anyone to do business with *** *** *** or any of the JNP affiliates. Per the offer, I expect my bike to be returned to me in pristine condition with guarantees of its safety as a high performance bike.
Sincerely,
*** ***
Background: Mr*** * *** purchased a Ducati in March 2014. After having the motorcycle for months, he shipped it from Kauai to Oahu (*** *** ***) for an oil change, routine maintenance and installation of a new exhaust system. His Ducati arrived at South Seas in early July, for the service. Upon completion of the service, the motorcycle was shipped from Oahu to Maui by mistake, then re-directed to Kauai from the Maui port. Upon receiving the Ducati at the Kauai port, Mr***'s sister went to pick the bike up and conducted an inspection before signing for it. Mr***'s sister noted some rust on the motorcycle's wheel rotors and also noted the motorcycle was shipped to Kauai without the motorcycle cover supplied by Mr*** and was not in the appropriate plastic wrap for protection (normally supplied by *** *** ***). Complaint: Mr*** alleges that his Ducati was originally shipped to *** *** *** with it's motorcycle cover and the rotors had no rust when he shipped it from Kauai. He also alleges poor customer service and has asked for *** *** *** to replace his two year old bike due to the rust on the rotors with a new motorcycle or another bike worth $25K in value Discussion: *** *** *** staff recalls the Ducati arriving to the dealership from Kauai with the cover in place, but it was not wrapped in plastic and the rotors were still exposed to the elements. The staff recalls that the rotors already had some rust on them resulting from the shipment here or due to years of saltwater air exposure on Kauai. They did not take pictures of the motorcycle upon receiving it for service and therefore, do not have a permanent record of it's condition as received. It is also company policy for us to re-wrap all motorcycles that will be shipped overseas prior to delivery to the port. It is unlikely that the motorcycle was shipped back to Maui/Kauai unprotected, however we do not have on record a picture of the motorcycle prior to port delivery. It is now our SOP to capture photos of motorcycles we receive for service and also prior to their release to the port. It is clear that our customer service could have been better. It was our mistake that we forwarded the motorcycle to Maui instead of Kauai upon completion of service. We also could have done a better job with following up with the customer after the motorcycle was rejected at the Kauai port by our client's sister. *** *** *** charges customers $per day to store property in the company's warehouse. In this case, the motorcycle has been stored for approximately days, which should have incurred a charge of $21,for this service. Mr*** is a firefighter serving in Afghanistan and does not have family here on Oahu to our knowledge Recommendation: JN Group (*** *** ***) will: 1. Waive the storage charge of $21,2. Clean and detail the motorcycle 3. Remove all rust off both rotors 4. Provide a new Motorcycle Cover 5. Provide a new Battery 6. Reimburse Mr*** for the balance of shipping charge $due to the shipping error (Maui instead of Kauai) 7. Re-wrap the motorcycle and pay for the shipping to Kauai 8. Pay for a new Safety Inspection (after receiving proof of current registration and insurance)Apologize to Mr*** for our lack of an appropriate level of customer service Mr*** will: 1. Have appropriate level of insurance on his motorcycle and provide proof of that insurance 2. Provide proof of current registration 3. Have a representative receive/accept the motorcycle at the Kauai port. 4. Acknowledge that the proposed remedy is acceptable At JN Group Inc., our customer's experience matters to us. We appreciate Mr*** bringing this situation to our attention. We will strive to keep Mr*** as a valued customer and we are sorry that our service check in/out system was not as thorough as it could have been. We are also sorry that we shipped his motorcycle to the wrong port and increased it's exposure to the natural elements due to an extending shipping timeline and potential improper packaging for transport Sincerely; Bruce J***
From: Bruce J[redacted] <bj[redacted]@jnag.com>Sent: Thursday, January 25, 2018 2:54 PMSubject: Case ID # [redacted], Mr. [redacted] I wanted to send you a short interim response. We are still in the process of researching all the facts and circumstances involved in...
this complaint. We are also putting together a proposal for a remedy to correct this problem. I will have a detailed response back to you with 2 business days. Respectfully Bruce Bruce D. J[redacted]Director, Military Services, Corporate Programs and Client Solutions JN Group 600 Pu'uloa RdHonolulu, HI 96819Mobile: 808-253-8854
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The
tech found that the positive battery cable was indeed disconnected,
while the negative cable was still attached, but loose. Also, on the
negative side, the battery tender was also hooked up, but underneath the
battery cable instead of being on top.
The
tech reconnected the battery,...
with the cables in the correct positions,
checked for trouble codes and found two historic codes, which he
cleared, checked the charging system, which was good, and took the bike
for a test ride.
Roy
told me that he had explained to the customer that his battery
replacement would have been covered under warranty, had he not replaced
the battery himself. We left a vm for the customer today so we can meet and explain what caused the issue.
From: *** *** Sent: Wednesday, July 29, 2:PMTo: *** ** *** Subject: RE: ***Hi ***, I copied and pasted my Parts Manager's response below. I spoke with customer *** *** regarding his repair orderOne of his main concerns was not being informed of his charges
prior from charging his credit cardSecond concern were the labor cost so highI explained to Mr*** that labor is $per hour and the standard hours to change all four tires on mule is estimated at hours but instead service only charged him for That is the charge he was concerned aboutHe understand the explanation and no further issues were discussed Let me know what else is neededIn the past I know I commented directly on the Revdex.com site.Mark
Cycle city waived the other feeWe are good to go now
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while this resolution is disappointing, this matter has gone on for nearly two years and I would like to come to a resolution. The fact that this has been drawn out for such a long period of time is a direct result of the poor customer service I received from *** *** ***In 2016, after speaking with several employees and being offered no resolution, I refused to accept the bike back in the damaged conditionNow, after filing a second complaint with Revdex.com, I finally received a responseJNP's offer to pay for the cost of storage is ridiculous and insultingI did not need or want my bike storedI wanted to be using my new bike, which I have missed out on for the last two years. Furthermore, they lost my coverThis is not something that happens without someone's negligenceClearly, the bike was handled without due care, which also resulted in the damage to the bike. In addition to the offered terms, I spoke with Bruce J*** of JNP group directly and requested that JNP agree to not just recondition the damaged parts, but to replace them with new partsMy request was denied. This offer is the absolute least JNP Group could do after the incompetence and poor customer service I receivedI absolutely would not recommend anyone to do business with *** *** *** or any of the JNP affiliates. Per the offer, I expect my bike to be returned to me in pristine condition with guarantees of its safety as a high performance bike.
Sincerely,
*** ***
Background: Mr*** * *** purchased a Ducati in March 2014. After having the motorcycle for months, he shipped it from Kauai to Oahu (*** *** ***) for an oil change, routine maintenance and installation of a new exhaust system. His Ducati arrived at South Seas in early July, for the service. Upon completion of the service, the motorcycle was shipped from Oahu to Maui by mistake, then re-directed to Kauai from the Maui port. Upon receiving the Ducati at the Kauai port, Mr***'s sister went to pick the bike up and conducted an inspection before signing for it. Mr***'s sister noted some rust on the motorcycle's wheel rotors and also noted the motorcycle was shipped to Kauai without the motorcycle cover supplied by Mr*** and was not in the appropriate plastic wrap for protection (normally supplied by *** *** ***). Complaint: Mr*** alleges that his Ducati was originally shipped to *** *** *** with it's motorcycle cover and the rotors had no rust when he shipped it from Kauai. He also alleges poor customer service and has asked for *** *** *** to replace his two year old bike due to the rust on the rotors with a new motorcycle or another bike worth $25K in value Discussion: *** *** *** staff recalls the Ducati arriving to the dealership from Kauai with the cover in place, but it was not wrapped in plastic and the rotors were still exposed to the elements. The staff recalls that the rotors already had some rust on them resulting from the shipment here or due to years of saltwater air exposure on Kauai. They did not take pictures of the motorcycle upon receiving it for service and therefore, do not have a permanent record of it's condition as received. It is also company policy for us to re-wrap all motorcycles that will be shipped overseas prior to delivery to the port. It is unlikely that the motorcycle was shipped back to Maui/Kauai unprotected, however we do not have on record a picture of the motorcycle prior to port delivery. It is now our SOP to capture photos of motorcycles we receive for service and also prior to their release to the port. It is clear that our customer service could have been better. It was our mistake that we forwarded the motorcycle to Maui instead of Kauai upon completion of service. We also could have done a better job with following up with the customer after the motorcycle was rejected at the Kauai port by our client's sister. *** *** *** charges customers $per day to store property in the company's warehouse. In this case, the motorcycle has been stored for approximately days, which should have incurred a charge of $21,for this service. Mr*** is a firefighter serving in Afghanistan and does not have family here on Oahu to our knowledge Recommendation: JN Group (*** *** ***) will: 1. Waive the storage charge of $21,2. Clean and detail the motorcycle 3. Remove all rust off both rotors 4. Provide a new Motorcycle Cover 5. Provide a new Battery 6. Reimburse Mr*** for the balance of shipping charge $due to the shipping error (Maui instead of Kauai) 7. Re-wrap the motorcycle and pay for the shipping to Kauai 8. Pay for a new Safety Inspection (after receiving proof of current registration and insurance)Apologize to Mr*** for our lack of an appropriate level of customer service Mr*** will: 1. Have appropriate level of insurance on his motorcycle and provide proof of that insurance 2. Provide proof of current registration 3. Have a representative receive/accept the motorcycle at the Kauai port. 4. Acknowledge that the proposed remedy is acceptable At JN Group Inc., our customer's experience matters to us. We appreciate Mr*** bringing this situation to our attention. We will strive to keep Mr*** as a valued customer and we are sorry that our service check in/out system was not as thorough as it could have been. We are also sorry that we shipped his motorcycle to the wrong port and increased it's exposure to the natural elements due to an extending shipping timeline and potential improper packaging for transport Sincerely; Bruce J***
From: Bruce J[redacted] <bj[redacted]@jnag.com>Sent: Thursday, January 25, 2018 2:54 PMSubject: Case ID # [redacted], Mr. [redacted] I wanted to send you a short interim response. We are still in the process of researching all the facts and circumstances involved in...
this complaint. We are also putting together a proposal for a remedy to correct this problem. I will have a detailed response back to you with 2 business days. Respectfully Bruce Bruce D. J[redacted]Director, Military Services, Corporate Programs and Client Solutions JN Group 600 Pu'uloa RdHonolulu, HI 96819Mobile: 808-253-8854
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The
tech found that the positive battery cable was indeed disconnected,
while the negative cable was still attached, but loose. Also, on the
negative side, the battery tender was also hooked up, but underneath the
battery cable instead of being on top.
The
tech reconnected the battery,...
with the cables in the correct positions,
checked for trouble codes and found two historic codes, which he
cleared, checked the charging system, which was good, and took the bike
for a test ride.
Roy
told me that he had explained to the customer that his battery
replacement would have been covered under warranty, had he not replaced
the battery himself. We left a vm for the customer today so we can meet and explain what caused the issue.