Zero Gravity Double Bubble - From AMC

Hi All

I order a Zero Gravity Double Bubble screen from AMC. I ordered and paid for it on the 19th of December 2011. I still haven't got it. I have followed up with the company a couple of times and have attached the emails exchanged below.

I think if it hasn't arrived by Friday the 3rd of February then I will ask for a refund. Do you think this is fair?
I nominate the 3rd mainly because we are going to Charleville for 2 weeks and I won't be here to take delivery of the screen. Not to mention it is well outside the 304 week period I was originally quoted. Is this a reasonable delivery time to wait for it?


Hello Vishal

Sorry for the delay everything has been held up with the holiday season.

I am expecting the screens will be delivered here in the next 2 – 3 weeks.

Regards
Lee-Anne
Australian Motorcycles Components
Phone 07 5451 8733
Fax 07 5451 8777



From: Vishal Chandani [mailto:vish@accwellbeing.com]
Sent: Monday, 9 January 2012 11:48 AM
To: Leanne
Subject: Re: Order notification: Australian Motorcycle Components | 123531046101 | Vishal Chandani

Hi Leanne

Any news on the screen yet. I believe it has been about 3 weeks since order now? I know it can take longer but I was wondering if you had an update on ETA?

Thank you

Regards,
Vishal Chandani
M:0421376814
F: 07 33379896

From: Leanne
Sent: Tuesday, December 20, 2011 1:26 PM
To: vish@accwellbeing.com
Subject: RE: Order notification: Australian Motorcycle Components | 123531046101 | Vishal Chandani

Hello Vishal

Thank you for your order.

The Zero Gravity Screen is not held in stock and has been ordered from the factory. Standard production time is 3-4 weeks, though can fluctuate dependent upon component availability.

Once in stock the item will be dispatched to you same day. We appreciate your patience.

Regards
Lee-Anne
Australian Motorcycles Components
Phone 07 5451 8733
Fax 07 5451 8777



From: vish@accwellbeing.com [mailto:vish@accwellbeing.com]
Sent: Monday, 19 December 2011 8:52 PM
To: sales@amcmotorcycles.com; robertr@amcaustralia.com; sales@amccorp.com.au
Subject: Order notification: Australian Motorcycle Components | 123531046101 | Vishal Chandani

> Old Unprotected
19 Dec 11 - 20:51
Overview
Shop name: Australian Motorcycle Components
Purchase price A$129.50
Order number: 123531046101 Shipping A$15.00
Shipping method: Registered Post GST 10% A$13.14
Payment status: Waiting for authorization
Payment surcharge
Total: A$4.34
A$148.84
Payment detailsSee email attachment
Address

First Name: Vishal
Country: Australia
City/Town: Holland Park
State: Queensland
Postcode: 4121
Email: vish@accwellbeing.com


Product details
Quantity Name Cat. No. Options Price Tax Subtotal
1 Suzuki Model: Bandit 1200S / SZ Limited 01-05, Cat. No.: 16-171
Colour: Dark Smoke, Cat. No.: 19
A$129.50 A$11.77 A$129.50

Disclaimer: GlobeCharge can not guarantee the authenticity of this email. Always verify product prices and address details before processing an order or use "Certified by Globecharge".

I hate it when website show they have an item in stock when they don't. This is such bad customer service and is becoming more common.

I got mine from the same mob. I rang them up and ordered over the phone. I think it was here the next day or day after. Could'nt fault them. Maybe it might help too if you spelt the womans name correctly on your faxes. Just a thought.

Hammy wrote:I got mine from the same mob. I rang them up and ordered over the phone. I think it was here the next day or day after. Could'nt fault them. Maybe it might help too if you spelt the womans name correctly on your faxes. Just a thought.

My email said from Leanne, i didn't bother looking at the signature.

Still no excuse to show instock, but then take 2 months to turn up....

Ok, still no show on the screen so I requested a refund 2 days ago.

The refund has been issued, so all good I guess.

Although I really would have preferred the screen I'll now look at getting one from somewhere else....

Thats pretty bad service Chips. I must have struck them on a good day. Best of luck finding one.

One and only time, never again.

Ordered ZGDB Screen, Rego tube & Cox Racing rad protector.

Delivered:
Rego tube 2weeks
Rad protector 4 weeks
Screen 7weeks

And charged 3 lots of delivery

chips wrote:Ok, still no show on the screen so I requested a refund 2 days ago.

The refund has been issued, so all good I guess.

Although I really would have preferred the screen I'll now look at getting one from somewhere else....

I just got a powerbronze screen same as double bubble ( had to wait for a replacement as the first one was scratched / this one is perfect ) Quite a good fit & $124.95 including delivery ( dark tint ) Phone 0430535716 aust. distributor

Be sure to ask for bandit forum discount !

Ordered a sports touring zero gravity, from amc.. took 2 weeks before they even responded and then said they were out of stock and it would be about 3 - 4 weeks , now they say 5 weeks from the distributer and 6 weeks to delivery.. my god this is bad.. if the product is that populart why dont they have more on hand!.. I hate being held to ransom!! a shocker

I feel compelled to respond to two posts.

We attempt to keep these in stock, however from time to time have problems with the factory production schedules. We are back in stock. In this instance the factory had a serious raw material delay. Just to put in perspective, factory shipped 10 other line items to us this week from stock. ZG did have a series of production problems last year,though seem to be largely on top of them now.

1. Quizguy. When we ran out of stock we re-ordered on the factory (prior to his order) and received order confirmation. No comment about long leadtime, therefore we were expecting any day. First thing we know is shipment MINUS the 1250 screens. We chased the factory and after several messages we were advise 6 weeks PRODUCTION TIME, which I advised this customer. Received several 'is it here yet?' before the 6 weeks were out.

In the end the factory went over by 7 or 8 days, then shipped to us by air (all our shipments come by air). His screen was the very first one processed from the shipment, which he now has. He now complains it's dark smoke, which they don't make in the 4mm screens. I've checked our stock, which while appearing darker due to thickness, is definitely light smoke.

Held to ransom?? - hardly - unlike most of our competitors we don't charge cards until the day we ship.

2. Reardo.

Yes, stock of various items came in at different times, however a quick look shows that total postage was broken down into three lots. We could have charged it all on one, then none on the others, but he might not have been happy with all the freight going on the first (and smallest item).

Stock:

As of this moment, we have stock of:
Rego Tubes/holders (ours, both tube and rectangular are the only patented ones) - something like 450 mixed.
Radiator Guards - Black in stock, Stainless on order - 1-2 weeks.
Double Bubble - Clear, Light Smoke, Dark Smoke
Sport Touring - Clear, Light Smoke.
Speedo Healers
Gear Indicators
Sargent Seat (plus shipped one to NZ today) - The best seat anywhere!
Crash Protectors (R&G Racing, the BEST!)

And also Stainless Cooler guards for the 1200.

GSX1250FA - Crash Protectors and Fender Extenders.

While no supplier can have everything in stock at all times, factories willing, we attempt to hold stock of fast moving items. As we can go months with no sales, then often a run, it's a little difficult to have exactly the right stock.

I will be the first to admit, at times we could improve communication, especially in the first 3 months of this year, where we lost our best staff member when her husband transferred in his job (BUM!), and the training process has been painful. With 8,000+ line items it's a daunting task for any new staff member. Any Sunshine Coast people looking for a job?

We also offer discounts to anyone who advises they are a member of any bike club when placing an order.

amcmo wrote:Any Sunshine Coast people looking for a job?

Gus might be interesed .... working in a motorcycle accessories ... sounds cool to me.
now as for me .. I'm interested in a windjammer

Hi Baz,
If you mean the windjammer that attaches to the bottom of your helmet I have one that I don't want. It did not help me in reducing the wind noise.
It was used for one trip of about 5 hours.
If you pay for postage it is yours.
I got it in from a mob in England when the exchange rate was pretty good so it did not cost much.
Mark

surfacc wrote:Hi Baz,
If you mean the windjammer that attaches to the bottom of your helmet I have one that I don't want. It did not help me in reducing the wind noise.
It was used for one trip of about 5 hours.
If you pay for postage it is yours.
I got it in from a mob in England when the exchange rate was pretty good so it did not cost much.
Mark

now I'm not sure it will work with me. I have two helmets and two jackets and only one combination works in reducing noise but I still need earplugs even then.
If you don't want it then I'm up to pay the postage and try it out. I'll PM you my address and when you know the cost I'll paypal it to you Surfacc, cheers.

Ok, Reffering to the zero gravity and AMC .. I was not contacted after my order..I will admit it probably is light smoke but my goodness Id hate to see the dark smoke.
I accept the delays were all probably all due to the factory etc, but as AMC say, communication needs to be addressed. Ive been in and out of sales for 30 years and a happy customer is a repeat customer and word of mouth is priceless, so a bit of humility and sucking up goes a long way.. The customer is always right is absolute rubbish, in fact they are invariably wrong, but they are ways to 'work' them. after all the seller gets the last laugh when they bank the money. It is not out of place to ask' is it here yet' when you are a little suspicious about their communication skills.After all a quick email "we havent forgot your order, it is on the way,Thank you for being patient". Anyway, Ive got my screen, and it seems fine except there is dimpling on both sides of the wings of the screens , will photograph and send pics to disributer and the manafacturer, stay tuned.

amcmo wrote:I feel compelled to respond to two posts.

2. Reardo.

Yes, stock of various items came in at different times, however a quick look shows that total postage was broken down into three lots. We could have charged it all on one, then none on the others, but he might not have been happy with all the freight going on the first (and smallest item).

G'day amcmo.

Welcome to the forum.

Mate I glad you log on to explain your side and I under stand the shipping cost & Stock bit. But telling me now & Not then is no help to me now. In my case it was around 2years ago, So I hope you have improved .

I have in the last month had two online orders, around $70 each. from MCA & BikeBiz and there communication to me was outstanding and that is where I was most pissed off with your shop. One of the orders was return as it was wrong. But I don't care they f%$#ed up, Because they sent me shit loads of emails to tell what was going on.

If you have the best price on some thing I'm looking for, Then I may send you a email first and see how we go from there.

Thanks

Quizguy,

If the screen is in any way defective, it will be replaced.

Please send the pics, meanwhile I shall have a closer look at our stock.

Quizguy decided to keep the screen rather than wait for a replacement as our stock shows the same issue, obviously a production run problem.

We sent him a $25 refund (which he didn't ask for) for his troubles.

amcmo wrote:Quizguy decided to keep the screen rather than wait for a replacement as our stock shows the same issue, obviously a production run problem.

We sent him a $25 refund (which he didn't ask for) for his troubles.

Yes I decided to keep the screen as it was a pain in the bum fitting and thought I could live with the imperfections. Also it took almost 9 weeks to get it and was not going to wait that long again.. they said it was a fault with all their stock so obviously I was not going to get the same screen anytime soon. Oh and it had 3 scratches on the screen dead centre that happened in production too, that looks like hot material throw off.

Having worked in retail etc I would guess that all these faulty items will be creditied to the distributor from the factory and knowing freight costs etc I would also say they would not bother asking for them to go back overseas to the factory, I mean they cant fix them , it is a production fault - So these screens would either be destroyed or sold of as factory seconds (or given away to the staff or friends ) of course all rtetailers deny this as it is a code among them not to disclose the ins and outs. I did get a $25 refund which I was grateful for and I did not ask for, but to be honest I did not ask for it until I heard what they might offer.

If I was manager of any company and this had happened, I would have said "keep the screen and we will send you a new one when we get them in stock, then you can send it back to us , AND we will give you a store credit for your troubles in fitting, taking off and refitting" (in my work I charge $75 and hour and it took 3 hrs to fit) , "not to mention all the greif it has caused you"!

I know this is fantasy land but it did used to work that way. Bottom line is Buyer Beware I am a big fan of online shopping but this is a perfect example of when it falls over. Sellers selling online need to go the extra mile if they want people to feel it is a safe way to shop.

I am not just singling out any one seller, I have just had a similar thing happen with online autoparts in Geebung. here is the conversation so far

ME: Hi, There seems to be a fault with this horn, It works intermitantely and only one horn sometimes. what do I do now, return it, really need one asap as I have no horn on my bike now? Thank you

Them:I know this may sound weird but try blasting it a few times and banging it a little bit
the reason i say that is sometimes the horn needs a bit of a push we have sent
some horns back to our supplier before and the rattle of the post box they
were sent in makes them work beautiful again try this option first
if still no luck you can send this horn back to us we will test it and
see if the item is deemed faulty or not once deemed faulty we will
send you another horn if not deemed faulty you will have to pay
for the shipping of the item back to you.

ME: Hi, I have taken a very long time to install this horn properly and just as long to take it off again so I wont be putting it back on to 'bang it' as you say. In my opinion if the product is fitted properly and does not function as advertised then it is faulty. I have had this on for awile and it has never worked properly and I would say the movement of the vehicle should certainly give it more banging than an insulated post box. I will be sending this back today, if you could please look at it as quickly as possible.
Thank you

Come on sellers get your act together

My original statement was that if faulty it would be replaced, and we do already have additional on order, however as he stated he wanted to keep, the $25 refund was made.

On a warranty item, we need to get it back for a physiscal confirmation of fault, before we can claim warranty on the factory, then we destroy. We do not sell warranty items as seconds, as if we get a no charge replacement from the factory, it's unethical to double dip by also selling off the dud item. As for offering additional store credits etc on top of replacements and freight, we don't, unless one of our staff has seriously screwed up.

Case in point last week, new staff member sent out a rectangular rego holder instead of tube, customer got to keep it and the replacement was sent overnight, because it was our stuff up, adn the paperwork showed the stuff up. The extended delivery on the screen was certainly not ours.

I don't need to go into detail about the ways we go out of our way to have satisfied customers (loan seats, quite a list), but we can't keep everyone happy, and I don't intend to get into a slanging match. In the past week, guy who wants an item for his bike that we know is on long leadtime. We offer and supply a higher spec item from stock at almost the same price. We make less profit, he's on his new seat already.

Needless to say, there are two sides to every story, and sometimes it's the customer who is so far in the wrong, but still insists on trying to hang their failings on the supplier.

Case in point today having spent over half an hour on the phone today with a customer who ordered the wrong thing, despite being told that what they insisted fitted their bike did not (I have the notes of the conversation), get's the item, guess what it DOESN'T fit.

Customer abusing us for an item that doesn't fit, remind him of original discussion, still insists we should take his $200 mistake back, an item that is for a Japanese market bike and unlikely EVER to be sold to anyone else. Point out that we can't return to factory, his response that's our problem and if we don't take it back, he'll rubbish us in one of the largest riding groups in the country and write to the mags. Bring it on!

Cold day in hell before he gets a refund from me, and I just happen to ride with a senior member of that group.....

On quizguy's comment about the horns. We sell the best (Stebel) and loudest horns on the market, on the very odd occasion there's a fault, it get's sent back to us, tested and replaced as necessary. We do have to insisit on the return and test as too often it's not a warranty issue.

Not suggesting it applies in this case, and the comments the seller made do seem rather strangely worded to say the least, however in our experience, the vast majority of horn 'failures' have been customer issues. Too light wire for the current drain of the horn, failing to use a relay on the high draw units, mounting them low behind the wheel where they get filled with slush (unless you pay for the waterproof unit, they are not...), try to clean up the evidence of water ingress and claim fault, but when you pop them open, it's all there. Evidence of 'wanker' use, ie holding down the horn until it burns out the compressor (we sell a lot to young idiots with V8's), low mounting on the 4WD, then going river bashing... Putting a 12V horn on a 24V vehicle. The seller has to insist on seeng a 'faulty' product themselves to protect from unreasonable claims.

The customer may know, or think they know they installed / handled correctly, however the seller still has the right to be certain it is definitely warranty.

Wow - me thinks he doth protesteth too much ... I am not getting into this point by point, but AMC themseleves said all the items were faulty so why do I have to rip the f...kr off and be without a screen and send it back..
And the horn stuff was not even about them, but talk about defensive. and pretty much attacking me too.. will sit it out from now on .. you guys make up your own mind.

I am only too well aware the horns were not from us, however I gave my own experience from our history of selling horns. As I said, I was not saying it applied in this case, however pointed out that while I found the other supplier's comments unusual, I fully understood the need to confirm it was faulty, and the comment that if not faulty.... My comment wasn't an attack on anyone, just a comment from the point of view of a supplier.

As for the faulty screen stock. I couldn't tell that much from the photo's sent. The scratches were there, however from the photo's it was not possible to give an opinion as to whether a product issue, or result from handling. I have seen similar from screens being propped on a tank and sliding off. Again, not suggesting that is the case here, however that is why we always want to inspect any claimed fault. The pic was too close up for me to comment on the significance, though a look at our stock seemed to show some dimpling on the extremities which seemed to me to be out of line of vision and a minor cosmetic issue. Given background, I wasn't prepared to send off a replacement that was less than perfect.

Again, we ALWAYS replace any faulty product, however reasonably do insist on inspection before replacement. We sent the $25 without seeing the item, which would not normally be the case.

As for expecting a 9 week replacement turnaround. A previously advised, the factory had a raw material, then production scheduling issue earlier this year. I'm expecting they will be shipping our new stock promptly.

@ amco. I will be buying the Healtech OBD Tool from you around June. I will check with you first to see if it is in stock if that's ok

Drop a line whenever you're ready.

We usually have several on the shelf.

my trip to the PO Box this morning saw me coming home with the sports touring zero gravity screen ordered earlier this week from AMC. (light smoke colour).
all fitted now, & very happy! now to just find the time to go for a ride with it fitted