Posts
745
Joined
3/26/2017
Location
San Clemente, CA
US
Edited Date/Time
5/11/2018 8:51am
Been a loyal customer for a few years now and would hate to know how much money I've given them.
Admittedly, they have good pricing and they deliver on time.
I recently purchased a KTM seat cover which started falling apart after 4 motos. To put things into perspective, I've never returned a single dirt bike part or item ever. I understand that we put a lot of stress on these machines and gear and its just the price we pay to play.
However, on this occasion for some reason it bothered me since it happened so quickly and without any wrecks or undue stress. So I did what I never do and contacted RMATV to see if they would help me out, thinking they would definitely help out a loyal customer.
A week later I get a one line email saying KTM won't warranty the seat cover, tough luck. I'm pretty disappointed with the response. I didn't even expect an outright replacement, but regardless of what KTM said, I expected RMATV to back me up or help me out in some way, even if it was a small discount on a replacement.
This feels like one of those situations in life where you constantly help a buddy out always thinking they have your back, until one day you need their help and they're 'busy' or not answering.
Anyway, bitch sesh over. I still feel extremely privileged to do what we do for fun. First world problems for sure. I'll get over it, but take my business elsewhere
Admittedly, they have good pricing and they deliver on time.
I recently purchased a KTM seat cover which started falling apart after 4 motos. To put things into perspective, I've never returned a single dirt bike part or item ever. I understand that we put a lot of stress on these machines and gear and its just the price we pay to play.
However, on this occasion for some reason it bothered me since it happened so quickly and without any wrecks or undue stress. So I did what I never do and contacted RMATV to see if they would help me out, thinking they would definitely help out a loyal customer.
A week later I get a one line email saying KTM won't warranty the seat cover, tough luck. I'm pretty disappointed with the response. I didn't even expect an outright replacement, but regardless of what KTM said, I expected RMATV to back me up or help me out in some way, even if it was a small discount on a replacement.
This feels like one of those situations in life where you constantly help a buddy out always thinking they have your back, until one day you need their help and they're 'busy' or not answering.
Anyway, bitch sesh over. I still feel extremely privileged to do what we do for fun. First world problems for sure. I'll get over it, but take my business elsewhere
Not sure if ending your business with Rocky Mountain is called for or putting them on blast here. I can't see any other mail order or shop handling it different. But who knows...
The Shop
This is a KTM issue, not a RockyMountain issue. You expect RM to warranty something that the manufacture wont? If they did that, they would have been out of business a long time ago.
A gripper seat like that will take a lotta stress in the area where it ripped and I don't see that it's RMATV's responsibility to stand behind an issue like that.
Have you contacted the manufacturer?
I've bought a number of items from stores where the paperwork provided with the item indicates to call the manufacturer rather than return to the retailer.
Businesses like Nordstrom and Costco worked this out decades ago, its way easier to retain a happy customer and sometimes lose some profit every now and then, than losing customers to pesky warranty issues.
Why put your business in the hands of another company's warranty department. Nordstrom and Costco decided not to (along with many other companies), and last I checked, they were doing pretty well.
You're not wrong, and neither are they technically, but it's still poor business management.
RMATV has been amazing to me. ZERO problems with years and years of orders through them. Best prices out there and they occasionally send me gift cards for being a loyal customer.
Sure some people take advantage of those situations but RMATV can see my entire order history and make an easy assessment to see if I'm one of those people or not.
I've felt exactly the same as you about RMATV for years. But this is also why I'm disappointed with how they handled it. Like I said, I always kind of thought they would have my back if a problem arose.
Pit Row
That is the conversation I was having with RM as I'm reading this. Top notch customer service.
My recommendation is call back ask to speak with Kylie she seems to know how to work around issues and get shit straight. She did for me atleast.
Sometimes you order shit products. Sometimes you have to eat the cost. Especially if already used.
I'd contact KTM.
BUT....if it were my company....I'd have just said "What would you like me to do? Oh, you want $10 off a replacement seat cover? DEAL."
Customer is happy, he keeps spending, and life goes on. However, I doubt the CEO is the one responding to your emails. :-)
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