I guess this it just a bit of a winge, and me letting off steam. Three weeks ago I ordered some parts from Triumph Direct (Laguna Motorcycles), then a couple of days later received an email informing me the order had been dispatched. After waiting 12 days I sent an email politely informing Laguna that my order had not arrived and asked if they could investigate and let me know when I should expect it. I waited another 4 days, and having not recieved a reply I emailed again. After another two days passing I called Laguna on and spoke to someone who said that she could see my order had been dispatched, but had no further information and she would investigate and call me back later, that was 2 days ago and I've had no call back. I'm now pretty pissed off, not so much that the order has not arrived, but by the fact I have had no reply to either my emails or telephone call. Is it just me, or is this piss poor service from Laguna, and has anyone else experienced this from them?
I think you'll have to call again state what you said above and stay on the line until it's sorted their contract with you is to get the parts to your door
Hmm! I’ve ordered chain and sprockets from them, should be arriving next week! Fingers crossed, best call them again. Keep us posted as will I.
The problem may lie entirely with their couriers many of whom are struggling with shutdown online order volumes, ill/new staff. If the service is untracked you can imagine stuff piling up all over the place.
Hermes had major problems recently (apparently their barcoding system lost it's data....) so if they used them that could be the problem. https://tamebay.com/2020/06/hermes-technical-issue-scrambles-barcodes-on-labels.html No reason Laguna couldn't tell you that though
Bought from Laguna many times (Triumph. Yamaha. KTM). Had so many problems, swore I'd never use them again. They hide behind "the person you need to speak to is on the phone at the moment.....I'll get them to call you back"... The never do! Their service department is the pits, had a Stripple engine blow on the way home from a 1st service.... incompetency at its best! Luckily I don't live in Kent any more, so use a different dealer
The wait for the parts is an inconvenience, but the lack of a reply either to my email or phone call is what annoys me. No acknowledgement is discourteous and rude IMO. I'll try them again on Monday, if that doesn't work I'll contact PayPal to get my money back.
Update. On Saturday I sent another email to Laguna, reiterating the timeline of events, and letting them know that I thought it inconsiderate and just plain rude not to acknowledge my emails or telephone call and it was not the level of service I expected from an offical Triumph dealer... I also copied in [email protected] Almost immediately I received an email from Triumph followed by an email from Laguna about an hour later, to inform me that the parts I ordered are in stock and they will send them using a fast track delivery to arrive early this week. So credit to Triumph, as it looks like they may have motivated Laguna in to action. I'll wait and see if/when the parts arrive.
My stuff arrived today so 10 days from ordering it. It was a third off list price so worth the wait I guess
