stevenlb21 Show full post »
Balakay

Hi all,

just a quick one as I've only dealt with the customer service up to point of sale and no after-sale service as of yet but my experience thus far have been nothing but positive.

Called up initially and spoke with Richard and had a good chat about what I was interested in etc  and tee'd up to have a test ride of the Springfield DH that Friday morning - just as a side note I'd already done a lot of research trawling youtube and the forums so had pretty good idea of what i was interested in from the Indian Motorcycle camp from the start.

Unfortunately Richard was sick that day but had already let one of the other salesmen there know I was coming in and to sort me out. Was greeted at the door, taken through the short amount of paperwork to take the bike out and given a run down of the bike before taking it out for test ride, they also ensured the bike had a full tank of fuel before I left. The only real negative was the bike was quite dusty, which the salesmen apology for as soon as he it spotted but ultimately being the demo bike I wasn't too concerned.

Coming back from the ride I had a chat with the salesmen again and had mentioned I was on the fence about the Chieftain DH and he then took the time to go through the chieftain DH features there and then and said I should come back in the morning and if one wasn't already booked I could take a chieftain out to compare. 

Arrived on the Saturday, much the same process and as it was a weekend it was a tad busier than the friday so I was offered coffee/water etc for while I waited and chatted with the team there. Ultimately the test ride confirmed I felt more at home on the Springfield than the Chieftain (the new infosystem and everything was awesome, including how much sound you can get out of the speaker) as I felt the more the look and feel of the Springfield DH appealed to me more.

I finalised everything through Chris once i'd made up my mind and had no issues with return calls or the like and found the team there to be nothing but a pleasure to deal with thus far.  At the moment just waiting on some final parts to come in but Chris did ask if there was any rush to get the bike and he would see what he could do to speed up the process. 


Cheers,
Blake

Quote 2 0
crash
stevenlb21 wrote:
What monopoly do Indian with about 6 dealerships in NSW compared to maybe 20 or more Harley Davidson dealerships available, now turn that to nation dealerships, they certainly don't have a monopoly.
I think v-twin was talking about Indian stores specifically - not the bike market collectively.  Indian are small fish in a big pond if you look at the collective.  But if you just look at the Indian stores - with the exception of a few (such as antique motorcycles in vic), Indian own them.
Ulysses #30673
IMRG #AU100394
Current: RoadMaster (ebony and ivory)
Highett Victoria Australia
Quote 0 0
V-Twin
Balakay wrote:
just a quick one as I've only dealt with the customer service up to point of sale and no after-sale service as of yet but my experience thus far have been nothing but positive.
Very happy to hear your experience with Sydney dealer has been great.  Thanks for sharing that info.  It is VERY important that we acknowledge good service from our dealers.  Sometimes, we can get caught up in the negatives.
Let's be kind to one another.
Melbourne, Victoria
Quote 1 0
JuanPoop
I had an interesting experience recently at the Sydney dealership. 

I was there for the 8,000km service and all went well. In fact all of my dealings with the Sydney dealership have gone very well.

As I was about to leave the sales guy (who had organised my test ride on a Scout) followed me out to the bike to say goodbye. I didn’t recognise him from numerous previous visits. 

As I was getting ready to leave he looked at my colour scheme and asked “is that a custom paint job”?  I simply said that it was part of the 2017 line-up.

However, two things immediately came to mind:
  1. I appreciated the flattery, as I too love the grey/burgundy look, and
  2. How much do these guys know, get taught, are interested in - Indians...

Having said that - I have had nothing but good experiences in the Sydney shop.

aka - John
2017 Springfield - grey / burgundy
Northern Beaches - Sydney
Quote 0 0
stevenlb21
JuanPoop wrote:
As I was about to leave the sales guy (who had organised my test ride on a Scout) followed me out to the bike to say goodbye. I didn’t recognise him from numerous previous visits. 

As I was getting ready to leave he looked at my colour scheme and asked “is that a custom paint job”?  I simply said that it was part of the 2017 line-up.

However, two things immediately came to mind:
  1. I appreciated the flattery, as I too love the grey/burgundy look, and
  2. How much do these guys know, get taught, are interested in - Indians....
Apparently the Ashfield store has a high turnover of staff for one reason or another.
To sell something you dont need to have a passion for the product your selling but who knows, they might just hook somebody walking past on the street and tell them your our new Indian Sales Person.
Cheers......Steve
Penrith, NSW

2015 Indian Chieftain (Indian Motorcycle Red)
"TECUMSEH"
IMRG Membership No.  AU101486

Meanwhile back at the Ranch, Tonto disguised as a door gets his knob shot off !!!.

Quote 0 0
CHF10

Interesting point. From my own personal experience, I have told guys at the Melbourne dealership about things they didn't know existed on Indians. Like the 2018 models came out with a double press up or down for windscreen to go full up or down. Or, on all year models, turning the bike on with the starter button and then starting it with the starter button also. Or not having to hold the starter button on to start it. One salesman (who no longer works there) told me the TS111s didn't have an alarm or self-cancelling indicators, both of which they of course DO have.

It's like that most places I find. There's not a car or bike I've gone to a dealer to buy where I don't know more about it than the salesperson. It's disappointing but I'm used to it.

Live free or die!
Quote 1 0
Hunter
I had a salesman try to tell me that the scout bobber was the same height as the original scout and had the exact same suspension set up.
Quote 0 0
TeeGee
The Ashfield store does have a high turnover, it seems.

They are advertising for a new member of their sales team if anyone is interested.

I note a lot of praise directed at Andrew. I know him. Unfortunately, he has also recently left Indian. I'll be sure to let him know how many positive comments he is missing out on if he is not reading this forum. 😁 He is definitely one of the good guys.
Quote 0 0
TeeGee
CHF10 wrote:
There's not a car or bike I've gone to a dealer to buy where I don't know more about it than the salesperson. It's disappointing but I'm used to it.

Its weird, isn't it? Its the sort of industry where they could easily attract people to the sales team who are actually passionate about the product. The Indian dealership provide training to new recruits, but I wonder how sufficient it is? Obviously, it could be better. But I would also have thought there would be real Indian enthusiasts attracted to working at an Indian dealership, people who can not only have the decency to return calls and emails but revel in the product they are charged with selling.
Quote 1 0
CHF10
Agreed entirely TeeGee. However there's something behind the scenes going on in Australia (Polaris owned and run dealers) where they lose most of the people like that. Polaris Australia seem to struggle from high staff turn over across the board (generally speaking. They lost so many good ones.
Live free or die!
Quote 1 0
V-Twin
TeeGee wrote:
...they could easily attract people to the sales team who are actually passionate about the product. The Indian dealership provide training to new recruits, but I wonder how sufficient it is?
We want to believe that people working for Polaris, that is Indian Motorcycle company, are passionate about the product.  The reality is, it is just another sales position like selling cars or mobile phones or furniture.  Have you ever wondered why most of us know more about the Indian Motorcycles and accessories then most of the sale people???
CHF10 wrote:
Polaris Australia seem to struggle from high staff turn over across the board (generally speaking. They lost so many good ones.
Especially at the head office.  You have probably seen this thread but for other new members who have not seen it yet... It is an eye opener! 😳

http://www.indianmotorcycleforum.com.au/post/former-polaris-australia-executive-peter-nochar-speaks-out-heavy-duty-magazine-8227748
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
TeeGee
Yes, I was having a rare moment of blind optimism 😎

You have re-awakened my inner cynic once more!  😬

Of course, yes, you are absolutely right.

I once was talking to some Telstra technicians who were making their weekly appearance at trying to sort out some telecomms issues at our house some years ago. I asked why their local management totally sucked... to which they all laughed and said that managers are not trained up and promoted from the technical team, but imported from totally unrelated management positions elsewhere. Their local manager's last position was manager at Sizzler.

Sigh...  😮

We do live in that kind of world it seems.

I have certainly encountered some great staff at the Sydney dealership and, as mentioned above, Andrew was certainly one of them. He consistently got similar comments from elsewhere. A pity for Indian that he has left. And, as some posters above have indicated, this may be symptomatic of greater problems across Polaris dealerships.

There is passion for Indian motorcycles. Among those people who feel it will be some who would be perfect in a good, supportive sales environment. Polaris should be filtering applicants, nurturing good staff and going out of their way to reward them in order to create this environment.
Quote 1 0
stevenlb21
I took my bike into Ashfield thursday morning (yesterday) and had the oil changed  with filter and the gauge reset, clutch adjusted, belt drive adjusted and the bike checked over and given a clean bill of health, total cost "ZERO DOLLARS" thanks to Gabriel, he is a very approachable guy and willing to spend time explaining thing to you.

The cost was zero because the 8k service had not been done by the dealer (no record of it away) so to put the bike back on a level playing field, he did the service for a zero outlay to myself (most people now the history of my bike).

 Now my next service is in 8k's time and I'm a very happy chappy and the bike ride great.

On a side note, driving along the M4 and Parramatta Rd the amount of TIN TOPS that changed lanes while I was occupying the same piece of bitumen was truly woeful, its been over 10 years since I did that last.
Cheers......Steve
Penrith, NSW

2015 Indian Chieftain (Indian Motorcycle Red)
"TECUMSEH"
IMRG Membership No.  AU101486

Meanwhile back at the Ranch, Tonto disguised as a door gets his knob shot off !!!.

Quote 2 0