I want to apologize to the members of this group, especially our British
members, for impugning that country's quality and service. I should know
better, both to say that and to even be around other people the evening after
doing my #$%!!! Federal income tax. I am truly sorry.
Likewise, I said some unkind things about ALL members of the Morgan Three
Wheeler Club. Again, I apologize for the stereotyping.
Allow me to point out, however, that in that rant, I did state I have had
wonderful service from MTWC representative Brian Clutterbuck. I have also, in
other letters, sung the praises of the D. Middleton Company (FAX 01924 470764)
for their terrific service and supply of stainless steel fasteners in old
thread types.
Having said all that, I'm now going to defend myself. Everything that follows
are based 100% upon personal experience.
With respect to dealing with British businesses...
1. When I started looking for fasteners in old British threads, I wrote to
EVERYONE listed in various English sports car and motorcycle magazines. About
1/3 took 2-3 months to respond, and about 1/3 NEVER BOTHERED TO RESPOND. I
have found this response rate to be uniquely British. I've run a number of
businesses in my life, including one that dealt 100% in mail order, and I can
positively state that if you really care about customer service, you ALWAYS
respond to an inquiry and make it a top priority. It is not only good
business, it is common courtesy. Even if you don't have a product that meets
the customer's need, you send a thank you letter. And if the customer is
looking for something even remotely aligned with your business, you send a
catalog.
2. While looking for spring covers, I wrote to a British dealer who sells
them for motorcycles. My letter explained what I needed, including a detailed
drawing, and asked if they had anything with the proper diameter and length.
They sent me a catalog, which of course, only listed the applications...no
dimensions. So, I called them and again explained what I needed. Their
response was that they make hundreds of models and it would be very bothersome
for them to check the size. Can anyone imagine being in business, having a
customer call you FROM OVERSEAS and tell them it is too much of a bother to
help them?
3. I ordered some custom components from one British supplier, and when I
asked about when I could expect them, I was enthusiastically told...and I'm
NOT making this up..."Why, we'll ship them just as soon as they are ready!"
Right-o. That's a real customer-centric attitude all right.
4. When I first bought my trike, I talked to every USA owner I could find,
asking about parts. Everyone, (and I want to emphasize EVERYONE) gave me a
tale of woe about dealing with British suppliers. Poor quality, delivery
times of over TWO YEARS, and the biggest complaint: unanswered letters.
With respect to the MTWC: I'm sure that most individuals in the club are
friendly and eager to help newcomers. But it is clear that some of the club
officers have an infuriatingly paternalistic attitude that, again, I find
uniquely British. They seem to think that they are the sole keepers of the
flame and are above criticism. The recent swords-drawn, wagons-circled
defense by the club secretary and librarian, in response to two letters daring
to suggest the club could be better run, is a perfect example. In business,
any customer that bothers to write you a detailed letter about how to improve
service is the best customer you can have, and not someone to be dissected and
refuted in the newsletter.
In conclusion...I was wrong to smear an entire group based on my experiences
with a small number, and again, I apologize. However, my experiences with
terrible quality and terrible service are not unique. While it is true that
the old car hobby attracts an unusually large share of people whom border on
criminal incompetence, (and some outright crooks), the statistics of my
experiences can't be ignored.
- Carl Dreher
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