Twisted Throttle - my first bad experience

[OX-34]

I've been buying stuff for my last handful of bikes from Twisted Throttle for a few years now - shipped to Australia in quick time ::008::

No dramas until now.

I ordered a bunch of items for both the Tenere and the FJR:
Denalis and mounts, Bags Connection tank bag and ring, those new fancy dry bags they've been promoting, fender extender and some little things.

It seems the dry bags are currently unavailable (promotion must have worked well!), as is the FJR fender extender. No big deal.

However, they won't send the other bits until all of the order is complete - 19th March shipping.

I requested that they send the available parts ASAP and send the bags and extender later and I will pay for additional shipping.

No, they won't.

"We cannot ship international orders incomplete at this time. I apologize for the inconvenience. Respectfully,................. ::024::"

So much for customer service.................

I've offered three options:
a) cancel the unavailable parts and I can order them later when they become available
b) Create a separate order for the unavailable parts
c) cancel the order completely and I will re-order only the available parts.

I'll see if they can see reason and a way around their own ::010:: policy.

I've ordered from lots of online suppliers and have sometimes experienced the "out of stock" or on "back order" message.

Again, no dramas, they can't really be expected to have everything available at all times - but the message often appears at the check-out, or the first reply email says "some parts unavailable, would you like to wait or ship twice?"

I'll see how I get on with my a),b) or c) request.

::017::

 

[Tremor38]

I got the Bags Connection 'City' from them a few weeks ago. The parts kit that came with it had everything except the correct length of bolts to fasten the top ring to the tank bag. The the bolts were too short by about an 5mm. The length of those bolts shouldn't change at all :-\

 

[TierHawg]

Yeah, it seems like something's up lately with them. I got the Bags Connection 'City' from them a few weeks ago. The parts kit that came with it had everything except the correct length of bolts to fasten the top ring to the tank bag. The the bolts were too short by about an 5mm. The length of those bolts shouldn't change at all :-\

I thinking something might be up with either staffing, training or both.

I ordered the "City" bag two weeks ago also. Yep, came with the same too short bolts. Looking at the packaging, I'd say it was a SW-Motech issue. I think Twisted Throttle and SW-motech are connected some how though. I had my bike in the garage and already apart for other reasons and didn't want to wait to get it sorted out with TT. I went to the local hardware store and $3 later had the correct bolts and washers. Would have been nice if the correct length was included in the first place.

 

[Tremor38]

I ordered the "City" bag two weeks ago also. Yep, came with the same too short bolts. Looking at the packaging, I'd say it was a SW-Motech issue. I think Twisted Throttle and SW-motech are connected some how though. I had my bike in the garage and already apart for other reasons and didn't want to wait to get it sorted out with TT. I went to the local hardware store and $3 later had the correct bolts and washers. Would have been nice if the correct length was included in the first place.

Same corrective action I took. No way was I going to wait for TT to send more bolts to Japan. I guess a consolation, other than time saved, is I replaced the bolts with Stainless.

Did you happen to get the 'electified' ring? That's what I have, and I'm wondering if there's a difference in thickness between that and the standard ring.

 

[elizilla]

I ordered some bar risers for my NT, from TT. Made by SW-Motech. The box I received had one part that was obviously from a different kit. Or perhaps not so obvious - I was able to install it, but then when I stepped back to look at the whole thing, the sides didn't match. It ended up as a comedy of errors and took way too long to get it sorted out. They were pleasant throughout the whole ordeal, and I've ordered again since then. But the whole thing was kind of amateurish.

During that same period I also ordered a Givi topcase rack from another vendor, Adventure Motostuff, and THAT package also had the wrong parts in the box. Box labeled correctly, it said it was a Monokey rack, and it was a sealed box. But in it, was a Monolock rack. It didn't fit my topcase. So I contacted them and they had Givi dropship me a Monokey topcase carrier, all set, no big drama.

So yeah, SW-Motech definitely puts wrong stuff in their kits sometimes, but they're not the only ones - Givi does it too. And TT isn't the only merchant who has to deal with their supplier's screwups.

 

[twistedthrottle]

I've been buying stuff for my last handful of bikes from Twisted Throttle for a few years now - shipped to Australia in quick time ::008::

No dramas until now.

I ordered a bunch of items for both the Tenere and the FJR:
Denalis and mounts, Bags Connection tank bag and ring, those new fancy dry bags they've been promoting, fender extender and some little things.

It seems the dry bags are currently unavailable (promotion must have worked well!), as is the FJR fender extender. No big deal.

However, they won't send the other bits until all of the order is complete - 19th March shipping.

I requested that they send the available parts ASAP and send the bags and extender later and I will pay for additional shipping.

No, they won't.

"We cannot ship international orders incomplete at this time. I apologize for the inconvenience. Respectfully,................. ::024::"

So much for customer service.................

I've offered three options:
a) cancel the unavailable parts and I can order them later when they become available
b) Create a separate order for the unavailable parts
c) cancel the order completely and I will re-order only the available parts.

I'll see if they can see reason and a way around their own ::010:: policy.

I've ordered from lots of online suppliers and have sometimes experienced the "out of stock" or on "back order" message.

Again, no dramas, they can't really be expected to have everything available at all times - but the message often appears at the check-out, or the first reply email says "some parts unavailable, would you like to wait or ship twice?"

I'll see how I get on with my a),b) or c) request.

::017::

Hi Peter.

I found your order in our system and tracked the progress. Unfortunately, the agent who initially answered your email did not answer you correctly. We can certainly accommodate your request and I have assigned Jennifer to handle your order for you. She has forgotten more that I may ever know about Twisted Throttle and will take good care of you. You will get the items in stock shipped shortly and the rest will follow when they are in stock. Jen will create a second order for the other items today.

Kev

 

[OX-34]

Thanks Kev

I checked my email just before logging on here to post the update.

Jennifer has sorted me out.: Split the order and the available parts are on the way ::012:: thanks.
The delayed ones will arrive when stock is available. No complaints there.