Levels of service from our parts pushers

SteveBorland · Nov 27, 2023

Just wanted to put out a big hand of applause for the high level of service we get from people such as RGM, Andover Norton, LP Williams et al.
All of these respond to parts inquiries the same day, orders are almost always sent the same day.

I needed some shims and a few other bits for my Ducati bevel rebuild. Finding the correct shims was difficult, but there was one shop in Holland that said that they were in stock. I placed an order on Wednesday evening, received an automatic reply, then nothing. On Thursday morning, I send an email adding 2 further items to the list, heard nothing from them. Today (Monday), I eventually get a reply, saying that the stuff will be sent on Wednesday.

OK, that's still much better that the response times from a Chinese supplier (that's often measured in weeks!), but it just makes me reflect on how lucky we are in the Brit-Iron world to have such good service.

And now back to the normal program.... .-)

SteveBorland · Nov 27, 2023

SteveBorland said:
Just wanted to put out a big hand of applause for the high level of service we get from people such as RGM, Andover Norton, LP Williams et al.
All of these respond to parts inquiries the same day, orders are almost always sent the same day.

I needed some shims and a few other bits for my Ducati bevel rebuild. Finding the correct shims was difficult, but there was one shop in Holland that said that they were in stock. I placed an order on Wednesday evening, received an automatic reply, then nothing. On Thursday morning, I send an email adding 2 further items to the list, heard nothing from them. Today (Monday), I eventually get a reply, saying that the stuff will be sent on Wednesday.

OK, that's still much better that the response times from a Chinese supplier (that's often measured in weeks!), but it just makes me reflect on how lucky we are in the Brit-Iron world to have such good service.

And now back to the normal program.... .-)

And the price of these little bloody shims - much rolling of eyes here....

Richard Tool · Nov 27, 2023

I have always gotten good service fro Andover , RGM and Norvil- all across the pond from me .
But stateside I would be remiss if I didn’t acknowledge our own Greg Marsh - he has good stuff and takes good care of us in a very timely and efficient manner - Thanks Greg !

robs ss · Nov 28, 2023

Has RGM returned to "good service" status yet?
My experience (from Australia) is their service & communication fell in a massive hole after Anna Wilson's departure - May(ish) this year.
So bad that I've been a bit gun-shy and have avoided them.
Was a pleased, regular customer before that.

ashman · Nov 28, 2023

robs ss said:
Has RGM returned to "good service" status yet?
My experience (from Australia) is their service & communication fell in a massive hole after Anna Wilson's departure - May(ish) this year.
So bad that I've been a bit gun-shy and have avoided them.
Was a pleased, regular customer before that.

Rob it's like any business, one person goes above all to make a business run great, but when they finally move on for their own reason things do go down as it's always hard to fill the shoes of a dedicated employee, it's been sometime since I brought parts from RGM and always had good service from them and as you say Anna was always good to deal with orders, but then I never had problems with ordering parts from good suppliers from OS, RGM, Burtons British Bikes, Joe Hunt, Lowbrows just to name a few I had great dealings with, I haven't dealt with Andover directly but my local British bike shop BJs get his parts from them, BJs always has the parts I need in stock and only a 30 minute ride from my place.

Ashley

Nortoniggy · Nov 29, 2023

The service from RGM is still very good. Online orders usually arrive the following working day. They are my preferred supplier.

It's their lack of response to emails that let them down. If they can't or won't reply to emails they should state that on their website and avoid frustrating their customers.

cliffa · Nov 29, 2023

SteveBorland said:
Just wanted to put out a big hand of applause for the high level of service we get from people such as RGM, Andover Norton, LP Williams et al.
All of these respond to parts inquiries the same day, orders are almost always sent the same day.

I needed some shims and a few other bits for my Ducati bevel rebuild. Finding the correct shims was difficult, but there was one shop in Holland that said that they were in stock. I placed an order on Wednesday evening, received an automatic reply, then nothing. On Thursday morning, I send an email adding 2 further items to the list, heard nothing from them. Today (Monday), I eventually get a reply, saying that the stuff will be sent on Wednesday.

OK, that's still much better that the response times from a Chinese supplier (that's often measured in weeks!), but it just makes me reflect on how lucky we are in the Brit-Iron world to have such good service.

And now back to the normal program.... .-)

Veering away again temporarily

I get my Morini parts from Mdina Italia who mainly do Ducati. Doug, the owner is normally very responsive. But you may already know that.

Ducati Parts & Italian Motorcycle Spares - mdinaitalia.co.uk

Description

www.mdinaitalia.co.uk

SteveBorland · Nov 29, 2023

cliffa said:
Veering away again temporarily

I get my Morini parts from Mdina Italia who mainly do Ducati. Doug, the owner is normally very responsive. But you may already know that.

Ducati Parts & Italian Motorcycle Spares - mdinaitalia.co.uk

Description

www.mdinaitalia.co.uk

Thanks Cliff, I've also used him for a couple of items, but Back to Classics had all the bits listed, while Doug was missing a couple. He's a good bloke though.