This is why I may not buy another Duc ever

Well the difference is this, i work for one of the world's largest telecom company and I'm in the wireline repairing section mostly working on T1 digital circuits and fiber based signals to feed our services.

When I'm wearing my company shirts in a Starbucks or a grocery store and people tell me their complaints and concerns with how my company has treated them, I take their name and number and follow through with their issue to help. Regardless of depts, I can send an email or call someone in any dept of my company and at least tell them and pass on the issue. Odds are they won't do much, if anything, but most people like me trying and keeping them updated.

That's my level of customer service.

The point of this thread was to just say that after finding out what the tab that broke off actually looks like, i can't believe Ducati acted the way they did. That's all. I'm not going to blab on anymore and complain. I love my Panigale and like you guys and I'm just saying Ducati is a premium brand imho and should act like it more with their clientele.

Happy humpday

Not wishing to add fuel to the fire here, but most dealers I have dealt with, work within the constraints of whatever warranty policies are in place. These are dictated by the manufacturer NOT the dealer. Loosing off at them will make no difference to the outcome BUT if you maintain a good relationship with them, chances are they might be more inclined to at least try and help you, even if it meant fixing the part as opposed to replacing it or sourcing you a secondhand one. Just my two cents worth.

Sergio1199Panigale said:

Well the difference is this, i work for one of the world's largest telecom company and I'm in the wireline repairing section mostly working on T1 digital circuits and fiber based signals to feed our services.

When I'm wearing my company shirts in a Starbucks or a grocery store and people tell me their complaints and concerns with how my company has treated them, I take their name and number and follow through with their issue to help. Regardless of depts, I can send an email or call someone in any dept of my company and at least tell them and pass on the issue. Odds are they won't do much, if anything, but most people like me trying and keeping them updated.

That's my level of customer service.

The point of this thread was to just say that after finding out what the tab that broke off actually looks like, i can't believe Ducati acted the way they did. That's all. I'm not going to blab on anymore and complain. I love my Panigale and like you guys and I'm just saying Ducati is a premium brand imho and should act like it more with their clientele.

Happy humpday

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Oh, for sure there is a difference. I learned long ago that trying to apply U.S. standards of operation and customer service to any foreign company is generally frustrating. Despite what many think, post-Audi Ducati is not a worldwide conglomerate - it's a small subsidiary of the group that still operates very much as a typically Italian company (for instance, taking 3 weeks over Christmas and all of August off).

That said, Ducati absolutely does agree that you deserve premium customer service, and is working to try and improve it. We know we're not perfect and want to become better in this area.

However as for your request to ME, let me say this. It's not the same as you standing in Starbucks and taking down the info of a U.S. customer to pass the name of to your local customer care department manager. It's more like this:

a customer in Shanghai sends you an abrasive e-mail out of the blue, pissed because some techs came out to install a T1 line at his office and screwed something up. He wants a refund on the install fee. Now let's imagine that instead of dealing directly with AT&T, there is a "dealer" structure for T1 installs. He's taken up the issue with the dealer he purchased the install from, who investigated the situation and told him no. AT&T management in Shanghai has received the official recommendation of this dealer, who told them that this guy screwed things up himself. Between an unknown customer and a dealer they know and trust well, you can imagine who they are likely to believe.

Let's be honest and say that regardless of your personal idea of customer service and how much you'd like to help, you have exactly zero ability to force or even influence the responsible AT&T manager in Shanghai to give him his money back. Even though you work for a company in the U.S. - the country with probably the highest standard for customer service in the world - that has the appropriate support structure in place.

The take-away here is this - realize that not everyone can help with everything, everywhere. I'm trying to help fix things on the product side, which is what I can do. Your local dealer has a big influence on which claims get approved and which don't, depending on how they present them to Ducati. So my advice is to try and have a good relationship with them, and be aware that your own attitude may help or hinder that.

Come out to Borgo Panigale, however, and that's a different matter. I'll set you up on the factory/museum tour and buy you a coffee in our Ducati Cafe. I promise it'll be better than Starbucks!