Curious

zaster · May 30, 2012

Styler said:
DUCATI HAS .... CUSTOMER SERVICE.
Ducati North America has equally .... customer service.
Ducati dealers try their best to meet customers' expectations of the brand and the buying experience and are constantly frustrated by Ducati. When I took the initiative (because the dealer was getting no where with them) and reached out to Ducati NA to try and get some information so that I could take time off work (which I must plan), book my business travel around delivery, etc., Ducati NA ignored me yet actually took the time to chew out my dealer! ...... idiots.
I have respect for Ducati motorcycle designers, builders, etc. at the factory, and I have respect for the dealers; and their marketing department certainly know their stuff and how to manage a brand. I have NO respect for the rest of the company that are involved in the distribution, customer service, etc. They are actually eroding the brand and my emotional connection with the company.
If their business goal is to build a lifestyle brand around the product like Harley has done (and I think that may be their objective), then they have a lot of work ahead of them.
Just saying...
So yes; I can wait. My life will be just fine. It's just a stupid motorcycle, and really not that important; but is that how they want me to feel, really? Because if it is, then somebody else is spending an awful lot of money trying to convince me otherwise, and perhaps the people ....... up the brand on one end of the value chain should tell the others at the other end of the value chain not to bother.
Sure; it's not a life or death issue, etc., but when you have one part of the corporation amping up the customer and their expectations, positioning both the bike, the brand and their customer as "special" in one way or another, and another part of the company bending that same customer over a sink and eroding those expectations. Well, that's just bad business and not aligned with the brand experience that they want to develop.

Styler, nicely put....I tried to convey my experience with DNA on various threads here before and can only say that they are a POS. They will always slam your dealer before taking any responsibility, prefer finger pointing vs. problem resolution. More people have to give DNA a piece of their mind and defend their dealer in the process.

elitesoldier357 · May 30, 2012

Styler said:
DUCATI HAS .... CUSTOMER SERVICE.
Ducati North America has equally .... customer service.
Ducati dealers try their best to meet customers' expectations of the brand and the buying experience and are constantly frustrated by Ducati. When I took the initiative (because the dealer was getting no where with them) and reached out to Ducati NA to try and get some information so that I could take time off work (which I must plan), book my business travel around delivery, etc., Ducati NA ignored me yet actually took the time to chew out my dealer! ...... idiots.
I have respect for Ducati motorcycle designers, builders, etc. at the factory, and their marketing department certainly know their stuff and how to manage a brand. And, I have respect for the dealers. However, I have NO respect for the rest of the company that is involved in the distribution, customer service, etc. They are actually eroding the brand and my emotional connection with it.
If their business goal is to build a lifestyle brand around the product like Harley has done (and I think that may be their objective), then they have a lot of work ahead of them.

So yes; I can wait. My life will be just fine. It's just a stupid motorcycle, and really not that important; but is that how they want me to feel, really? Because if it is, then somebody else is spending an awful lot of money trying to convince me otherwise, and perhaps the people ....... up the brand on one end of the value chain should tell the others at the other end of the value chain not to bother.
Sure; it's not a life or death issue, etc., but when you have one part of the corporation amping up the customer and their expectations, positioning both the bike, the brand and their customer as "special" in one way or another, and another part of the company bending that same customer over a sink and eroding those expectations... Well, that's just bad business and not aligned with the brand experience that they want to develop.

Just saying...

Well played! I know I was angry, nervous and anxious for the last couple months. (Havent had my bike reserved for very long) Til my dealer gave me the VIN today, then I kind of forgot all about it. But looking forward to this new bike. We should definitely try to do something about this though. Maybe enough messages to Ducati asking about tracking numbers or set dates will get through to them. After all, WE are the customers and when it all comes down to it, they should respect that we want to buy their bikes and their products, but not deal with the crap in the middle.

spinkick · May 30, 2012

thomaskenyon said:
You didn't "pay" for anthing... you reserved a spot in line for a motorcycle.. that is it.

If you are led to believe you were to be expecting any sort of time frame, I can assure you it is the fault of the dealer you are talking to.

If you have a problem with waiting, a Ducati is not the motorcycle for you.

I guess after 10+ years of dealing with them, I have it figured out.

How anyone can defend ...... customer service is beyond me. This isnt 1990, there is this thing called the "internet" and RFID tags could make it easy as pie to track stuff. People want to know where their 20,000 ....... dollar motorcycle is at. If you want to live in the dark ages and be happy for it, buy a Harley.

elitesoldier357 · May 30, 2012

spinkick said:
how anyone can defend ...... customer service is beyond me. This isnt 1990, there is this thing called the "internet" and rfid tags could make it easy as pie to track stuff. People want to know where their 20,000 ....... dollar motorcycle is at. If you want to live in the dark ages and be happy for it, buy a harley.

ha ha ha ha ha ha ha!!!!!!!! Fact!!!

turnone · May 30, 2012

I will say I wasn't upset, just anxious. Now that I have the bike, things are A LOT better!
This is my first Duc, but it is my understanding they excel in other areas of customer service, like Ducati only parking at MotoGP, Hospitality tent, place to keep you gear, etc.

The waiting makes you crazy? I know it did me.

I do wish they would step up in the pre delivery area.

Chris

Delta One · May 31, 2012

Hi Guys, This is a little bit off topic here but still relates to how you are all feeling, and I hope you will take it in the spirit it is meant. I haven't ever dealt with Ducati NA so can't comment.

For me it's quite a bit of a revelation, and to be honest, a little amusing how you are coping with the wait.

In just about everything that is produced, the US has priority over the rest of the world. Whether it's movies you get first, sometimes 6 months or more before they show up in the cinema where I am. The latest Apple gadget first, actually being able to buy music from i tunes(doesn't work here) or the latest new car(most brands). Even in Europe many products come out a week, a month later than in the US. The rest of the world has to wait long periods to get "anything"!

I appreciate that the US is a large market for any manufacturer and that's why it get's #1 priority. I think most of us not in the US have over the years learned to live with "delayed gratification" and actually consider the anticipation part of the fun in buying something.

I know Ducati consider the US very important and you have priority in many respects but at the same time I'm very happy to note that for once, perhaps due to increasing importance of other markets, some of us actually got served in what seems to be roughly the order of having actually placed the order. So I'm thankful for that. Personally I waited for nearly 7 months for my bike.

To be fair though, we all know and love Ducati, but you also have to remember that it's actually a very small company. Marketing/Brand wise it punches well beyond it's weight. However they don't actually employ that many people or have that much production capacity, last year, their best year ever they only made 42,000 bikes world wide. Compare it to Honda's 13 million and it's insignificant. Buying a Ducati is only an order of magnitude away from buying a full custom one off bike.

Anyway I just hope the above brings some "perspective" on your wait. I absolutely sucks to have to wait but Keep the faith, it's going to be worth it.

Styler · May 31, 2012

Delta One:
I agree; the wait was worth it and, quite frankly, the 6-to-7 month wait was not an issue for me - not at all. Sure; sooner would have been nice; but it was nothing more than a couple of months longer than I expected and Ducati did a very good job at using that time to pump up the volume on the buzz, etc.

My comment is an observation about the delivery of the product and the way the people in charge of working with the dealers and, in particular, customer service, are doing a piss-poor job and as a result are actually destroying shareholder value that the design, engineering, manufacturing and marketing departments create.

This should be an issue of priority for the CEO, since it is incongruent with the expectations of the brand that they have cultured at great effort and expense.

I love my bike enough to wait 6-to-7 months, and I value the dealer to drive past one that was two hours away, and another that was three hours away, to get to a dealer that is six hours away.

(EliteSoldier357, sorry we've buried your original thread in this self-indulgent and pointless discussion.)

Delta One · May 31, 2012

@ Styler Like I said I've never dealt with Ducati NA, so don't know. I do know that they function as a sort of self styled subsidiary of Ducati itself, so maybe you are right perhaps the problem is there considering you are happy with your dealer. From all I've read though almost no one had much advanced notice. Basic story seems to be dealer let's you know it's been put in a shipping container, and next notice is that it's arrived in the showroom.

My situation here is very different, effectively Ducati Dubai functions both as Ducati NA(importer/Distributor) and dealer all in one. Ducati here have (or will soon have) 3 shops (Dubai, Abu Dhabi, and Ferrari World AD) plus a Ducati Caffe they will also be the agent and open dealership(s)in Oman. So I'm guessing that the communication is simpler and more direct.

My apologies, Zaster and elitesoldier, for hijacking the thread.
Thanks Styler for explaining.

MadeinItaly · May 31, 2012

Delta One said:
Hi Guys, This is a little bit off topic here but still relates to how you are all feeling, and I hope you will take it in the spirit it is meant. I haven't ever dealt with Ducati NA so can't comment.

For me it's quite a bit of a revelation, and to be honest, a little amusing how you are coping with the wait.

In just about everything that is produced, the US has priority over the rest of the world. Whether it's movies you get first, sometimes 6 months or more before they show up in the cinema where I am. The latest Apple gadget first, actually being able to buy music from i tunes(doesn't work here) or the latest new car(most brands). Even in Europe many products come out a week, a month later than in the US. The rest of the world has to wait long periods to get "anything"!

I appreciate that the US is a large market for any manufacturer and that's why it get's #1 priority. I think most of us not in the US have over the years learned to live with "delayed gratification" and actually consider the anticipation part of the fun in buying something.

I know Ducati consider the US very important and you have priority in many respects but at the same time I'm very happy to note that for once, perhaps due to increasing importance of other markets, some of us actually got served in what seems to be roughly the order of having actually placed the order. So I'm thankful for that. Personally I waited for nearly 7 months for my bike.

To be fair though, we all know and love Ducati, but you also have to remember that it's actually a very small company. Marketing/Brand wise it punches well beyond it's weight. However they don't actually employ that many people or have that much production capacity, last year, their best year ever they only made 42,000 bikes world wide. Compare it to Honda's 13 million and it's insignificant. Buying a Ducati is only an order of magnitude away from buying a full custom one off bike.

Anyway I just hope the above brings some "perspective" on your wait. I absolutely sucks to have to wait but Keep the faith, it's going to be worth it.

That was so very well said and diplomatic. Mine would of been a little like this, Wake up America you're not the only Country in the world. Such a bunch of self indulged cry babies. You hear their was an earthquake and all you can think about is production numbers. About time you stand in line. Yours was much better. However, I have noticed things change a lot in Europe over the last years. When I'm in Holland or Germany they have really cool gadgets that make there way to America years later. Many years ago I was on a train in Italy and all the young people had their phones out and were doing something. My wife asked what are they all doing, I said I guess playing games. Turns out they were texting. lol

turnone · May 31, 2012

I think the problem is lack of information, not where the first bikes go. Whether the bike comes in April or July, keeping the customer informed along the way keeps them engaged and satisfied as opposed to pay me now and sometime down the road you'll get your bike.

And for those that say I didn't pay for anything, I paid for mine in full months before delivery.

Chris

consolidated · May 31, 2012

turnone said:
I think the problem is lack of information, not where the first bikes go. Whether the bike comes in April or July, keeping the customer informed along the way keeps them engaged and satisfied as opposed to pay me now and sometime down the road you'll get your bike.

And for those that say I didn't pay for anything, I paid for mine in full months before delivery.

Chris

Genuinely curious, why would you pay in-full months in advance?

I've had a great experience. Quick delivery, no issues, easy communication with my dealer, two months from reading here about it to riding it out of the showroom. My dealership didn't have the long waiting list of pre-orders that others did. If I would have ordered from AMS in Dallas I'd be at the back of a long line.

turnone · May 31, 2012

consolidated said:
Genuinely curious, why would you pay in-full months in advance?

To minimize the chance I would change my mind.

I sold my 2006 Lancer Evolution IX MR and I found it easier just to take most of that money and send it directly to Ducati for this bike.

Who knows what I might have done with the money, waste on hookers and blow, or race bike and nice trailer, or pay down mortgage, etc.

Chris

consolidated · May 31, 2012

turnone said:
To minimize the chance I would change my mind.
I sold my 2006 Lancer Evolution IX MR and I found it easier just to take most of that money and send it directly to Ducati for this bike.

Who knows what I might have done with the money, waste on hookers and blow, or race bike and nice trailer, or pay down mortgage, etc.

Chris

Good answer!

jjmontesanto · May 31, 2012

I'm personally not minding the wait. But, on the other end of the information spectrum, I bought a BMW M3 in 2010 and was able to track it from the date I ordered it (exactly as I wanted it, not one off the showroom optioned how the factory wanted it), was informed when it was scheduled to begin production, track it through production, to inspection, transportation through Europe, onto the ship (I could actually get a live feed of the shipyard!), track the ship across the ocean through GPS, and then when it was received in the States, and through to my pick up at the BMW plant in SC. It was awesome!!! All in all it took about 2 or 3 months as I recall from the time I placed the order to an incredible delivery at the South Carolina factory that included half a day of track instruction. Maybe with Audi, Ducati will be able implement a system like this and really take it the company to the next level.

In Ducati's defense, I did receive great warranty customer service on my 1198. Had the radiator and gas tank issue a couple weeks before the expiration of the warranty and they fixed the issues with no questions asked, the dealer just had to be able to replicate the problems as I described them to them.

thomaskenyon · May 31, 2012

turnone said:
To minimize the chance I would change my mind.

Who knows what I might have done with the money, waste on hookers and blow

Now you are talking my language... I spend exactly half my income on hookers & blow then completely waste the other half on frivoulous items.

Curious

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