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Topic: Great customer service  (Read 761 times)

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1FJR
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« on: August 22, 2007, 08:50:16 AM »

So I had ridden my motorcycle to Rochester, NY from Granby Colorado.  I had ordered a rear tire for the ride home.  I had them order a new Avon Storm.  Well I went on Tuesday and they mounted the tire and had it all set for me to go in no time.  Took the wheel back home, got it mounted and was ready to go.  Fast forward to AM and I am heading out the door.  Got a mile down the road and stopped because the bike did not feel right.  Turns out the back tire was flat.  So pumped it back up and went back home.  Got up checked the tire and it was flat again.  No signs that I had run over anything.
Stripped off the wheel and took it to the shop.  They spent 1/2 hour trying to figure out what was wrong.  Then they found it.  There was a defect in the side wall.  There was a small grove that was letting air out.  They did not have a tire in stock for the FJR.  It would have been Thursday before I could get another tire.  I am supposed to be back at work on Saturday.
Then Michael Maney who works there said that he had one option. He is also the person that I had talked to on the phone when I ordered the tire. He pulled a slightly used Metz Z6 out from the back. He told me that it had come off of a FJR that a customer had exchanged after a 1000 miles. Customer did not like the Metzler. Michael was going to put the tire on his bike for a trip to Minnesota next week.  He gave me the tire and refunded the money for the other tire.  Got it mounted and balanced in no time and I was out the door.   Bigok
So if you are in the Rochester area and need a shop, try Filer's Power Sports at 1136 RT 31, Macedon, NY.  585-464-9999 or 315-986-1082.

On another note, this will be the last Avon tire that I buy until they figure out their quality control.
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« on: August 22, 2007, 08:50:16 AM »

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« Reply #1 on: August 22, 2007, 11:32:48 AM »

It always warms me to hear of great customer service like that.  When a business takes care of it's clients it gives the client a reason to keep coming back.

As to Avon's quality control:  I wouldn't hold one tire against Avon.  Do a bit of searching and you can find that Michelin recalled all of their Pilot Road 2's for defects.  Metzler had a problem with some Z6's (???  might be wrong there...) where the tires delamned or something like that.  Recalled and fixed.  During a recent BIKE magazine test an Avon tire had a split in the carcass (but didn't exactly fail...).  Bridgestone has had their share of problems (anyone remember the whole Firestone/Explorer incidents?  Firestone is owned by Bridgestone...)

Avon makes a good tire and is the ONLY manufacturer out there that I know of that offers FREE ROAD HAZZARD REPLACEMENT for the first 25% of the tires life.  Pick up a nail?  New tire, for free within the first 25% of the tires life.

One defect does not make for a shit company.  I'd be willing to bet that if an Avon rep was in the store they'd have replaced the tire instantly, no questions asked.  you just can't run off hundreds of thousands of tires a year with zero defects.  Just won't happen, ever.  Hey, even Honda CARS have their share of defects.

Anyway, back to the topic on hand, very glad to see a company give you such great service!  
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« Reply #2 on: August 22, 2007, 12:00:40 PM »

It's rare to find service like that.
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« Reply #3 on: August 22, 2007, 12:08:05 PM »

Great write up... It is always significant when someone goes out of their way to make a customer happy. They went the extra mile and they should be recognized for their excellence. I sent an e-mail to Filers and I hope others do to...  Rich
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« Reply #4 on: August 22, 2007, 12:33:51 PM »


It always warms me to hear of great customer service like that.  When a business takes care of it's clients it gives the client a reason to keep coming back.

As to Avon's quality control:  I wouldn't hold one tire against Avon.  Do a bit of searching and you can find that Michelin recalled all of their Pilot Road 2's for defects.  Metzler had a problem with some Z6's (???  might be wrong there...) where the tires delamned or something like that.


IIRC The Metzler was one tire on a FJR that somebody posted, and like many things on the Interwebs, it was blown out of proportion. BMW-K you ran them for many miles without a problem, and I've got a set that I've got almost 9K mi without a problem. This sounds like a one off defect. It's strange that it made it past QC, because I thought that each tire was mounted on a test "wheel" and inflated to check for these types of problems. Maybe not....
Possibly it could have been a ham fisted installer that buggered it up? Either way it's nice that they stepped up to the plate and took care of you.  Thumbsup
« Last Edit: August 22, 2007, 12:35:22 PM by Stray Cat » Logged
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« Reply #5 on: August 22, 2007, 08:14:15 PM »

Always good to spread the word, good or bad.   Good to hear they took care of you.  
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