Motosport "customer service"

ADynes
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ADynes
Edited Date/Time 8/19/2015 10:06am
Ordered a head gasket + a few other OEM parts on Monday, hoping to have it today so I could run Thursday practice. The order summary showed one part on back order, but that all in-stock parts should arrive by Thursday. So, I upgraded to 2-day expedited shipping for $15.

Nothing on the doorstep yet so I check the status on their site. Expected delivery Aug 21 (8 days total). Wtf? Give em a call...We're sorry, because you paid with paypal, all items have to ship together...I would at least like to have the head gasket by the weekend, Is there any way you can make that happen?...No, I can't. I'm sorry. Is there anything else I can help you with?...Yeah, CANCEL THE ORDER!
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bruiser624 8/15/2012 4:21pm
8/15/2012 4:21pm
That blows dude ive always had pretty good luck with them.
Hando
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Hando 8/15/2012 4:23pm
8/15/2012 4:23pm
they also charge you shipping for back ordered items....i try to use service honda for OEM stuff when I can
jeffro503
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jeffro503 8/15/2012 4:26pm
8/15/2012 4:26pm
If the parts are on back order.....that's one thing.....but to NOT let the customer know.....that's not good business. Also.....never bought bike parts with Paypal....but if that is how it works....forget it. I'll use my debit card.
MotoSport
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MotoSport 8/15/2012 4:29pm
8/15/2012 4:29pm Edited Date/Time 8/15/2012 4:41pm
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com and we will get you taken care of.

The Shop

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racemoto994
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racemoto994 8/15/2012 4:30pm
8/15/2012 4:30pm
I wonder what happened? I have used Motosport.com since they started supporting MX teams. Thats awesome that they support the sport like they do. I have never had to pay extra for backordered items? I do not use paypay, so I cannot comment on any policies about that, but in the past, i have had orders with parts in stock and items that were not, and i had split shipments. No extra charge. Bummer about your experiance... Doesn't sound normal.
Skip376
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Skip376 8/15/2012 4:31pm
8/15/2012 4:31pm
Almost sounds more like a Pay-Pal problem than a Motosport. I've never had problems with them, actually fudged up one time and ordered the wrong part and they helped me fix the problem.
neverwas 8/15/2012 4:35pm
8/15/2012 4:35pm
I have ordered many times from them and have had nothing but great service.
I am thinking paypal method of paying is the fly in this ointment.
racemoto994
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racemoto994 8/15/2012 4:36pm
8/15/2012 4:36pm
@jeffro503


Clearly shows instock...?
jwhitemx15
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jwhitemx15 8/15/2012 4:38pm
8/15/2012 4:38pm
Nothing but great things to say about them here... and I've been ordering a lot lately! Blink

My sons 2013 Thor gear was back-ordered, but shipped yesterday and will arrive tomorrow - still free shipping. All of my orders arrive in just two days with free shipping.

Motosport is awesome... sorry about your experience.
racemoto994
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racemoto994 8/15/2012 4:40pm
8/15/2012 4:40pm
Quick response to ADynes, thats awesome. Kudos.
ADynes
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ADynes 8/15/2012 4:40pm
8/15/2012 4:40pm Edited Date/Time 8/15/2012 4:41pm
For the most part I've had good luck too. I just couldn't believe the guy on the phone wouldn't work with me to get the head gasket (in stock) shipping. The order number was 3062459 if that helps you identify who you need to talk to, but I've already got an order in with someone else.
2T42
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2T42 8/15/2012 4:52pm
8/15/2012 4:52pm
Funny how stuff like this happens then you have stories the exact opposite. So here I go with the flip side, since the good stories rarely ever surface. I had the best customer service I have ever had buying anything ever. ever.

They went over the top for me and didnt even charge me shipping for something that I fully expected to. They spent almost 15 minutes going back into the warehouse to physically LOOK for a part that I havent seen in a year AND was never even on their site! I was taking a total shot in the dark even calling them. They set up a part number just for me and put it on their site so I could buy it. They charged me almost half price and NO shipping and I didnt even ask for the favor. I was blown away. They couldnt have made a dime after all that time involved. Then of course, who did I go to for my next order? You got it. And to be fair, I told a few people about it mainly because I couldnt believe it. Crazy.

I guess YOU paid for my shipping?! LOL
Solid Solutions 8/15/2012 6:24pm
8/15/2012 6:24pm
Sounds like more of a PayPal issue. I know they can be really strict with when and how things are shipped. It's that way to help protect the buyer and seller from fraud. Unfortunately, you got the bad end of the deal this time. As far as how Motosport dealt with you, they definitely could have handled it in a way to make sure you got your parts on time. There's ways around it, somebody just didn't want to put in the extra little effort to give you good service. I've used Motosport and BTO in the past and I will continue to use both for certain things. I've never had an issue with either. On a positive note, BTO once bent over backwards to get me some gear before a race weekend that wasn't even in stock yet(although their website said it was). They overnighted it at no cost to me and I had my fresh new gear just in time for the race that weekend. Cool
lilbulld
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lilbulld 8/15/2012 7:30pm
8/15/2012 7:30pm
I've always had their site say at checkout that if any item was backordered they would ship when all items were in stock and no problems, I would just put in two seperate orders if there was something I needed that bad... how is a company suppose to make money if they charge you for one 2day shipment but send two packages this way? And trust me, I've been in the shipping game a long time, and with the packaging and what they charge for shipping, not to mention labor/overhead, I can only imagine they are losing money, or barely breaking even on that part of their orders..... Keep on doin' what you do Motosport.com, I've always had great service & you can't please everyone
dkg
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dkg 8/15/2012 7:43pm
8/15/2012 7:43pm
As a business owner, I have to say that sometimes some employee will have a bad day and not go the extra step to solve a problem. It always pisses me off when it happens, but, let's be honest, we have all had bad days. Sounds like that in combination with PayPal is probably the root of the problem here. Great to see the quick response on here and offer to resolve the situation. Never used this company personally, but, from the reviews on here, I certainly will in the future.
Stephon
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Stephon 8/15/2012 7:49pm
8/15/2012 7:49pm
MotoSport wrote:
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com...
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com and we will get you taken care of.
Way to go MotoSport! Often times it's less about "the problem" and more about how it's handled. That's what the customer is left with.

I've used MotoSport in the past and haven't had any issues, but all it takes is one employee that doesn't really want to help out.
jeffro503
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jeffro503 8/15/2012 8:19pm
8/15/2012 8:19pm
When I first read the original post....I was thinking it may of been the Motosport in Cali.....not the one up here in Hillsboro. Up here at the Hillsboro shop , Scott Russle and the rest of the gang there have always taken care of their customers. That shop supports a lot of racers up here in the NW and definitely gives back a lot to the NW race scene.
Jt$
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Jt$ 8/15/2012 9:12pm
8/15/2012 9:12pm
Btosports.com

Pit Row

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Team Sakai Racing 8/15/2012 9:17pm
8/15/2012 9:17pm
MotoSport wrote:
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com...
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com and we will get you taken care of.
Now That's customer service right there. Been doing business with them for years for our race team and actually had them as sponsors last year and they were nothing but great with us. Hopefully you've made contact with them and your order is on the way.
BigDaddyG
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BigDaddyG 8/15/2012 9:19pm
8/15/2012 9:19pm
Motosport Outlet is a Eugene Oregon based company. I have had great results with them. I bought a new pair of Thor Phase and the ass blew out, they replaced them and it was hassle free. The replacement pair did the exact same thing in the exact same spot after 1 ride!!! I am workign with them now on it and I know that it isn't a Motosport issue but rather a Thor issue. Odd thing is I have 2 pairs of 2011 Thor Phase that have held up excellent. 2013 stuff not so much.

Time to switch gear companies.
tobz
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tobz 8/15/2012 9:24pm
8/15/2012 9:24pm Edited Date/Time 8/15/2012 9:25pm
MotoSport wrote:
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com...
ADynes - We are sorry about the problems that you had with your order. Shoot us a private message on here or email us at social@motosport.com and we will get you taken care of.
Team Sakai Racing wrote:
Now That's customer service right there. Been doing business with them for years for our race team and actually had them as sponsors last year and...
Now That's customer service right there. Been doing business with them for years for our race team and actually had them as sponsors last year and they were nothing but great with us. Hopefully you've made contact with them and your order is on the way.
Shouldn't have had to of put out a thread out in order to get something like that fixed, it's sounds like a fairly normal request from the customer yet it appeared the motosport employee didn't know how to handle it and gave them a "Stiff shit, deal with it" alternative. Remember, most customers don't complain, they just don't come back.


Another good quote i picked up from someone the other day "A fellow business owner complained to me about the risks of training an employee and then having them leave! Well, What if you don't train them, and they stay?"
CocaineCrazy
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CocaineCrazy 8/15/2012 9:42pm
8/15/2012 9:42pm
Better hope it wasn't personally packed by Jeff Alessi or you might have the wrong part in thereCool
crashnburn11 8/15/2012 10:00pm
8/15/2012 10:00pm
Ive used both motosport and bto multiple times each, always use motosport nowadays because of how easy the website is to use compared to bto. Also, bto tend to not ship same day even if i get my order i early in the morning. And w
ith the sales tax the pulp code doesnt turn out much cheaper
Travis_Hudson 8/15/2012 11:12pm
8/15/2012 11:12pm
Always had good luck with Motosport.....Pay pal on the other hand can be a pain in the arse!!!
Moto Mofo
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Moto Mofo 8/16/2012 6:01am
8/16/2012 6:01am
I used Motosport for a while, until one time when I got dicked over on a shipping issue. I would've gotten over it, if the customer service guy I talked to hadn't been such a jerk about it all. I've worked customer service and mail order within the motorcycle industry in the past, and we always made the customer happy (within reason). Motosport dropped the ball and wouldn't even give out a "sorry", let alone even try to fix their mistake. Since then, I've used Rocky Mountain, who I now know blows all the others out of the water in regards to pricing (plus they offer a code for 10% off your next order at the bottom of each shipping confirmation email). RM is now my "default" source when ordering stuff online.
ADynes
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ADynes 8/16/2012 6:40am
8/16/2012 6:40am
I was probably a little quick to get angry. Bad day @ work + no sleep = cranky. And, to be honest, I probably will order from them again in the future (I do really like the way their website is set up). I know better than to use paypal now. Should have just asked him to cancel paypal payment and re-run it with the card. Gotta be tough as a business owner to make sure your CS reps are doing the right thing all the time. Oh well, it is what it is...
P
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P 8/16/2012 6:45am
8/16/2012 6:45am
ADynes wrote:
Ordered a head gasket + a few other OEM parts on Monday, hoping to have it today so I could run Thursday practice. The order summary...
Ordered a head gasket + a few other OEM parts on Monday, hoping to have it today so I could run Thursday practice. The order summary showed one part on back order, but that all in-stock parts should arrive by Thursday. So, I upgraded to 2-day expedited shipping for $15.

Nothing on the doorstep yet so I check the status on their site. Expected delivery Aug 21 (8 days total). Wtf? Give em a call...We're sorry, because you paid with paypal, all items have to ship together...I would at least like to have the head gasket by the weekend, Is there any way you can make that happen?...No, I can't. I'm sorry. Is there anything else I can help you with?...Yeah, CANCEL THE ORDER!
Isn't there a message when you order that states that if you use PayPal that all items have to ship together? I kind of remember seeing something like that.


P
ADynes
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ADynes 8/16/2012 6:49am
8/16/2012 6:49am
P wrote:
Isn't there a message when you order that states that if you use PayPal that all items have to ship together? I kind of remember seeing...
Isn't there a message when you order that states that if you use PayPal that all items have to ship together? I kind of remember seeing something like that.


P
I don't remember seeing it, but there could have been.
therealjonon
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therealjonon 8/16/2012 7:03am
8/16/2012 7:03am
Dynes. Did you have to come on here and blow a company out? shows ur true colors right there. I will continue to shop at motosport even if they have a cheesy shipping department claiming riders packed my box Wink
ADynes
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ADynes 8/16/2012 7:12am
8/16/2012 7:12am Edited Date/Time 8/16/2012 7:56am
therealjonon wrote:
Dynes. Did you have to come on here and blow a company out? shows ur true colors right there. I will continue to shop at motosport...
Dynes. Did you have to come on here and blow a company out? shows ur true colors right there. I will continue to shop at motosport even if they have a cheesy shipping department claiming riders packed my box Wink
See my post 3 above yours.

Actually, when I woke up this morning, I kind of regretted it, as that's not like me. But, whatever, everyone makes mistakes, life goes on...

Ideally MS will identify some areas for improvement and then everybody wins. Damage control is great and all, but if the root cause is not addressed, it's all for nothing.

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