Riders of Bristol — Local services in Bristol

Bought my Iron 883 from here recently.

Superb customer service from Jerry, everything was so relaxed. Had a decent test ride that was long enough to find out that the bike was for me. Jerry sorted everything and was very efficent.

On the day I collected the bike he had prepped everything in a free rucksack to ride away with, boxed up my standard exhausts for me to take (I had updated exhausts) and even posted for free some more parts I ordered to my home address.

Couldn't fault the service and I trust that if I were to have any issues with the bike they would be just as efficient at dealing with them.

...

Since then....

My original email was sent to you on the 21st March, when my Harley Davison 883 Iron was only 4 months old. This email outlined some very concerning corrosion that appeared on my front yoke. I very promptly received an email from Mr Parrot stating that he had passed the matter onto the relevant manager, a Mr Matt Dorrington.

7 days later, having received no response, I emailed Mr Parrot again and the next day I finally received an email from Mr Dorrington who asked if I could bring the motorbike in for him to see the corrosion. This was arranged for the following Tuesday 3rd April, where I arrived and Mr Dorrington very reluctantly came out and photographed the corrosion. It was arranged for this work to be carried out on May 14th, and on my arrival, I noticed yet another 2 patches of corrosion had appeared, which I immediately showed Mr Dorrington who said the same parts of the bike need to be dismantled for these parts to be replaced, so would be done at the same time. One of these patches of corrosion was on my Cobra exhaust which was supplied and fitted by Riders in Bristol on purchase of my new bike. These were photographed by a member of the parts department and I was told I would have an answer shortly.

June 23rd I emailed my Dorrington complaining it was the second time I was chasing him asking what was happening after bringing the bike to him over 5 weeks ago. I received a phone call later that day from Mr Dorrington explaining that they had lost the photos and I would need to bring my motorbike back over to Bristol for yet MORE photographs to be taken. I explained that this was inconvenient and asked if I could send him photos myself from home to which he agreed. July 5th, I sent through the photos and received no acknowledgement that Mr Dorrington had received them, until I contacted him YET AGAIN, on the 17th, only to be told that he had not received the photographs and asked to send them again. I had to do this whole process again later that day as apparently he had still not received these photos even though they are in my outbox to his email address. The third time, on the 18th July, miraculously worked.

18th July after successfully sending the photos through I was told by Mr Dorrington that the issue has been passed to the parts department and I will have a response shortly.

3 weeks later, yet again waiting for a response, I phoned Mr Dorrington and asked what was happening, only to be told he was still waiting on an answer.

It is now over 5 months since I highlighted the original issue, I am STILL awaiting a response. I have owned this bike around 9 months, over half of that I have had to use it with unacceptable levels of corrosion. I find this totally unacceptable and it would severely affect my opinion on whether to buy another Harley Davison again, but also any future motorbikes from Riders. I certainly have not been treated like a valued customer or even received a genuine apology!

I purchased this motorbike brand new, and it is corroding as quick as I look at it, and to be treated like I’m expecting too much to actually want you to correct this problem.

Allow me to also use this email to notify you that the footpad on my Genuine Harley Davison Mustache Engine Guard (Part 49000006) is broken and defective.

The aftersales service has been...

You just got to take your hat of to these guys had parts ordered for my bike model, year, etc and told what part was wanted. What arrived was the part but not to fit my bike. Now I waited several weeks for this to come through there could be a good chance that am not going to be able to go on my Easter break as I won't have any transport well done Riders.Does a compasator for a Fatboy ring any bells how one of your parts team ordered the wrong one I waited long enough for it then it was wrong so I've had to wait another 2weeks for one to come from the states then to the Belgum warehouse then to you wait wait wait shouldn't have to wait all this time if your incompatible member of staff should have got it right in the first place. I've been waiting about 4 weeks for a part that in my book that is very poor customer service and apologie don't cut it. I have now had to cancel my Easter get away as I don't know if am going to have a bike to go on this is non refundable. I never ordered the part someone else did but that is beside the point it's been about 5 weeks now that I've been waiting for my part very piss poor service there ain't nothing you can say quick will put things right. All because you got an incopitant member of staff who couldn't order the right part well done riders give yourself a big pat...

Oh dear!!!!!! Visited this dealership for look around. My friend and myself came in on our Harley’s and entered the store. Two salesmen sitting at their desks with there heads down, no welcome , no eye contact. We proceeded to look and sit on a couple of bikes, still no approach or interaction. Looked at the clothing and tried a couple of things on, still no approach. Went upstairs to look around the parts department, still no approach.

We spent about 25 mins walking around the store and not one member of staff acknowledged we were there.

We had visited three other dealerships this day on our way home and got a reasonable welcome from( Warrs, Reading and Oxford) where we brought a couple of t shirts , badges , chips , socks and even a jacket.

I collect the Harley chips from all the dealerships I visit around the world. It was that bad here I could not bring myself to even buy a dealer chip.

Your manager needs to train and develop the team in the dealership as they are failing in the very minimum of customer service standards. Or he needs some training himself from the franchise owner. I’m only guessing but I bet this dealership falls way short on any KPI targets Harley set.

Sort yourselves out, your selling a great brand short, and I’m sure putting off potential new customers to...