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Post by tigershark on Dec 14, 2016 7:25:46 GMT -7
I recently bought an MRA sport screen from Twisted Throttle. I took it for a road test and it did little or nothing on the FZ-10. Very careful to maintain the brand new condition, I decided to return it with all original packaging and paperwork. I called for an RMA and was asked if I removed it from the original package to which my answer was yes. Sorry friend, not returnable once removed from the plastic bag. I responded that it was totally unblemished and I had to test it to see if it even worked. They said sorry, but that's our policy and the same applies to all helmets. To which my response was, what if a helmet doesn't fit your head or it's horrendously noisy. Nope. Policy. I asked what am I supposed to do with something that doesn't work. Their response was to sell it on Craigslist or a forum. Great. Just pass it on to the next poor sucker. Not going to happen.
So, buyer beware. Unless you simply open the box and don't like the looks, you cannot return windscreens or helmets to Twisted Throttle. You might want to check the return policy on anything else purchased from them as well.
I've returned two other windscreens and one helmet in the past to other sellers getting full refunds immediately upon request. It's called customer service.
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Deleted
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Registered: Nov 23, 2024 14:13:49 GMT -7
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Post by Deleted on Dec 14, 2016 7:45:21 GMT -7
Thanks for the heads up!! That really blows.
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Timbo
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Posts: 149
Likes: 94
Registered: Aug 7, 2016 20:28:39 GMT -7
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Post by Timbo on Dec 14, 2016 7:54:06 GMT -7
I marked them off the list. Seems all they care about is getting their money and not the customer.
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Post by slv on Dec 14, 2016 8:11:29 GMT -7
I'm not a fan either. They offer a lot of stuff for my previous BMW R1200GSW. They're also the US distributor for one of the German manufacturers (SW-Motech or TourTechI believe.)
I found their customer service to be stiff and arrogant. Worse though, they mark up the sole distribution stuff by almost 100% in some cases. This is unnecessary. We can buy many other European products with only reasonable mark-up, but their practice is greedy. Part of it is the stereotypical BMW customer that can afford high prices, and doesn't shop around as dillegently as other motorcycle owners, but overall, it's greed.
NOTE that I'm not trying to offend BMW riders or people with more discretionary income. It just happens that BMW tends to attract a slightly older customer who has more money to spend on accessories (or the bike itself, or the higher BMW parts and maintenance costs.)
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Post by tigershark on Dec 14, 2016 9:05:31 GMT -7
I'm not a fan either. They offer a lot of stuff for my previous BMW R1200GSW. They're also the US distributor for one of the German manufacturers (SW-Motech or TourTechI believe.) I found their customer service to be stiff and arrogant. Worse though, they mark up the sole distribution stuff by almost 100% in some cases. This is unnecessary. We can buy many other European products with only reasonable mark-up, but their practice is greedy. Part of it is the stereotypical BMW customer that can afford high prices, and doesn't shop around as dillegently as other motorcycle owners, but overall, it's greed. NOTE that I'm not trying to offend BMW riders or people with more discretionary income. It just happens that BMW tends to attract a slightly older customer who has more money to spend on accessories (or the bike itself, or the higher BMW parts and maintenance costs.) Exactly the reason why they won't do returns on this stuff. Smaller businesses that really care about their customers take the hit on returns. And Twisted markups are a fact. I ordered my Nexx helmet directly from England. Shipping was free and the price was $150 less than Twisted. |
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Post by 0002s on Dec 14, 2016 9:38:32 GMT -7
You gotta love RevZilla. I bought a jacked and a Force Field back armour plate from them. The jacket had a zipper issue and I returned it with no issues. The armour, on the other hand, cannot be returned once opened (I understand this due to liability issues). What they did for me was let me keep the armour and give RevZilla store credit for the total cost of the armour. That's great customer service. I then bought a difference replacement jacket and another from them as a result of the customer service.
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Post by tigershark on Dec 14, 2016 9:47:18 GMT -7
Good to know. I wondered about them, since their site is so similar to Twisted Throttle. That's the way it should work.
That also explains why this forum has a header link for RevZilla, but not Twisted Throttle.
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kup0236
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Likes: 116
Registered: Nov 1, 2016 11:52:23 GMT -7
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Post by kup0236 on Dec 14, 2016 9:48:49 GMT -7
I buy a lot of stuff from Cycle Gear here in Phoenix. They aren't the cheapest but they run great sales and they have always treated me well. I've returned gloves, helmets, tires before with no issues. Noted about twisted. Off my list.
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Timbo
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Posts: 149
Likes: 94
Registered: Aug 7, 2016 20:28:39 GMT -7
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Post by Timbo on Dec 14, 2016 10:24:11 GMT -7
Rocky Mountain also has great customer service. Returns and price match. Plus you earn dollars on every transaction to spend next time.
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Post by slv on Dec 14, 2016 13:07:54 GMT -7
+1 for Revzilla and Rocky Mountain.
We don't have a Cycle Gear, but I've been to several in other cities. Usually a good selection and decent prices. I can't say I'm impressed with the employees' product knowledge, but I never had bad service. It seems like the Wal Mart of moto gear.
I don't care for their store branded products. They're cheap, but they feel cheap to me. Not a lot of experience, but I bought Bilt gloves and rain gear that was crap. The rain jacket was an XL, but apparently Euro sized. It was like a US medium. It also had the zipper on the wrong side. Try screwing with that while under a bridge in a storm with numb fingers. Then it leaked. It's now in a landfill somewhere in Iowa.
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Post by slv on Dec 14, 2016 13:13:38 GMT -7
By the way, I just got my helmet from Sportbike Track Gear www.sportbiketrackgear.comThey have some incredible close out deals. I picked up a Bell Star Carbon helmet for $250 and free shipping. It was originally $699. Yes, it's the 2015 version, but it gets excellent reviews, is a Carbon Fiber / Kevlar blend and looks sweet. Fits like a glove too. I'm getting ready to test it out even though it's raining.  |
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Deleted
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Registered: Nov 23, 2024 14:13:49 GMT -7
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Post by Deleted on Dec 14, 2016 13:33:17 GMT -7
+1 for Revzilla
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Post by arcaos84 on Dec 14, 2016 13:53:14 GMT -7
 Yeah, I mean if you don't know who Anthony is... pfft do you even motorcycle bro? You have to know where to watch, decide , and riide! RevZilla.com ftw. My backup is motorcycle-superstore.com for the on-sale stuff that is sold out quick over at RevZilla. Sometimes I've got lucky. |
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twistedthrottle
New Member
Posts: 2
Likes: 3
Registered: Dec 15, 2016 8:02:21 GMT -7
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Post by twistedthrottle on Dec 15, 2016 8:37:23 GMT -7
I'm not a fan either. They offer a lot of stuff for my previous BMW R1200GSW. They're also the US distributor for one of the German manufacturers (SW-Motech or TourTechI believe.) I found their customer service to be stiff and arrogant. Worse though, they mark up the sole distribution stuff by almost 100% in some cases. This is unnecessary. We can buy many other European products with only reasonable mark-up, but their practice is greedy. Part of it is the stereotypical BMW customer that can afford high prices, and doesn't shop around as dillegently as other motorcycle owners, but overall, it's greed. NOTE that I'm not trying to offend BMW riders or people with more discretionary income. It just happens that BMW tends to attract a slightly older customer who has more money to spend on accessories (or the bike itself, or the higher BMW parts and maintenance costs.) Exactly the reason why they won't do returns on this stuff. Smaller businesses that really care about their customers take the hit on returns. And Twisted markups are a fact. I ordered my Nexx helmet directly from England. Shipping was free and the price was $150 less than Twisted. Tigershark - First off apologies for your experience. If something we sell doesn't perform, we'd like to know why so we can get that information back to the manufacturer. We actually place a lot of value this kind of feedback as it gives us the opportunity to influence design modifications and future product development (something you don't get with most online retailers). The issue with windscreens is that that once they are installed, they are no longer in 'new' condition, and we simply can not sell that product as new again. That being said, we understand your frustration. Today we are in the process of auditing our customer service experience, and will most likely be modifying this policy. You can expect an email from us should you still wish to return your windscreen. Also as a side note, we don't sell Nexx helmets. SLV -Not sure where you're getting the 100% markup number from, but that is simply not the case. We offer price match guarantees on all the products we sell. You will not find anything we sell (provided it's not discontinued) cheaper anywhere on the internet, and if you do, we'll match it. In pretty much all cases, the prices of the products we sell are determined by the brands we distribute. As far as our stiff and arrogant customer service staff - if you happen to recall the name of the person or persons with whom you spoke, please message me. |
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Post by arcaos84 on Dec 15, 2016 8:45:25 GMT -7
twistedthrottle Idea on returning items, yes may not be an attractive idea, but small business.... Charge a small restock fee to cover return shipping (or customer is responsible) and sell the items wholesale on like eBay/Amazon store to not lose all the monies. Overhead for that process seems like it would be the only downside. Balancing act, of course, but attractiveness might allow stronger market penetration. **Edit: Might also be an attractive intern or entry level marketing position to drive down overhead cost. Also, to test out the position. Just an idea.
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kup0236
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Posts: 178
Likes: 116
Registered: Nov 1, 2016 11:52:23 GMT -7
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Post by kup0236 on Dec 15, 2016 8:49:34 GMT -7
Downside is look at all the business they stand to lose when they get ripped in the forums. Word of mouth can kill.
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Post by arcaos84 on Dec 15, 2016 9:02:06 GMT -7
Downside is look at all the business they stand to lose when they get ripped in the forums. Word of mouth can kill. Agreed, but it looks as though they are responding and attempting to provide customer service to their available extent. Small business's provide competition that provide opportunities to consumers, not all are the same. Since they've created an account and have taken the effort to go out of their way to 1)contact 2)state possible improvements to business practices, they've gone back on my comparative shopping list. I can only hope they are able to improve to meet my needs/desires as a consumer purchasing over the inets. |
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kup0236
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Posts: 178
Likes: 116
Registered: Nov 1, 2016 11:52:23 GMT -7
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Post by kup0236 on Dec 15, 2016 9:03:57 GMT -7
I agree they are making an effort. Let's see if it's enough.
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Post by slv on Dec 15, 2016 11:39:27 GMT -7
Exactly the reason why they won't do returns on this stuff. Smaller businesses that really care about their customers take the hit on returns. And Twisted markups are a fact. I ordered my Nexx helmet directly from England. Shipping was free and the price was $150 less than Twisted. Tigershark - First off apologies for your experience. If something we sell doesn't perform, we'd like to know why so we can get that information back to the manufacturer. We actually place a lot of value this kind of feedback as it gives us the opportunity to influence design modifications and future product development (something you don't get with most online retailers). The issue with windscreens is that that once they are installed, they are no longer in 'new' condition, and we simply can not sell that product as new again. That being said, we understand your frustration. Today we are in the process of auditing our customer service experience, and will most likely be modifying this policy. You can expect an email from us should you still wish to return your windscreen. Also as a side note, we don't sell Nexx helmets. SLV -Not sure where you're getting the 100% markup number from, but that is simply not the case. We offer price match guarantees on all the products we sell. You will not find anything we sell (provided it's not discontinued) cheaper anywhere on the internet, and if you do, we'll match it. In pretty much all cases, the prices of the products we sell are determined by the brands we distribute. As far as our stiff and arrogant customer service staff - if you happen to recall the name of the person or persons with whom you spoke, please message me. I'm certainly willing to shop the TT website when looking for things. It has been a couple years since I bought from TT, so I don't recall the person. |
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Post by tigershark on Dec 15, 2016 15:21:29 GMT -7
Exactly the reason why they won't do returns on this stuff. Smaller businesses that really care about their customers take the hit on returns. And Twisted markups are a fact. I ordered my Nexx helmet directly from England. Shipping was free and the price was $150 less than Twisted. Tigershark - First off apologies for your experience. If something we sell doesn't perform, we'd like to know why so we can get that information back to the manufacturer. We actually place a lot of value this kind of feedback as it gives us the opportunity to influence design modifications and future product development (something you don't get with most online retailers). The issue with windscreens is that that once they are installed, they are no longer in 'new' condition, and we simply can not sell that product as new again. That being said, we understand your frustration. Today we are in the process of auditing our customer service experience, and will most likely be modifying this policy. You can expect an email from us should you still wish to return your windscreen. Also as a side note, we don't sell Nexx helmets. SLV -Not sure where you're getting the 100% markup number from, but that is simply not the case. We offer price match guarantees on all the products we sell. You will not find anything we sell (provided it's not discontinued) cheaper anywhere on the internet, and if you do, we'll match it. In pretty much all cases, the prices of the products we sell are determined by the brands we distribute. As far as our stiff and arrogant customer service staff - if you happen to recall the name of the person or persons with whom you spoke, please message me. Thanks for your response. My thread was based on the conversation I had with your customer support person. He was not rude or condescending. He apologized and told me that was your policy. He said he would pass on my objections. I also received a voicemail today from someone claiming to be from Twisted Throttle. He called from 855-255-5550, but left a private cell number with a 401 area code for me to call back for a positive resolution on the screen. I chose not to do business over his private line. An email from Twisted Throttle would be a more trusted way to conduct business. And, you're correct about the Nexx helmet. Revzilla was the store I had priced it at for $150 more than what I paid to England. My mistake. The trouble with your screen return policy is that the MRA screen doesn't provide any positive results, so it simply doesn't work on the FZ-10. Therefore, Twisted Throttle shouldn't be concerned about reselling it as a new screen. It should be brought to MRAs attention that it's ineffective as designed for this particular model. Otherwise, you're selling something that doesn't perform as claimed. I bought it because of what it was advertised to do. I will happily send it back for a full refund if Twisted Throttle would email me an RMA number. Thank you. |
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