Fowlers Motorcycles
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Awful customer service
My problem lies with my visit today. My brand new moped wouldn't start today with what look like battery issues. RAC came out after about 3 hours and said it was battery problems. He was brilliant to be fair and offered to relay this to the service team at Fowlers, which he did. Keep the bike running, get it to the service centre. Fine, on my way. I arrive at reception to be greeted by the same guy from Fowlers that I spoke to on the phone. He then proceeded to process my bike or whatever he was doing for a good 5-10 minutes with no communication to me. He then abruptly handed me a form to sign (didn't even say what it was) and asked if I had my key. I asked well, what for? Is it something that's looked at while I wait or am I leaving my bike here? "We'll ask a technician to look at it and let you know." He then walked off and left me waiting... okay... I'll wait then I guess. Waited a good hour with no update and quite frankly no idea what was actually happening in the first place. Asked a member of staff who was doing training and explained the situation (she was brilliant btw!). She said they're still waiting on a technician so might be a while. Absolutely fine, thanks for actually letting me know something! Once it was all done, they replaced the battery after probably 90 minutes of waiting. I said I'm not happy with the fact it broke down to be honest given its a new bike. I said I hope it doesn't happen again because I use it for work. The original agent, who I later found out was the MANAGER retorted, "We tried it in the shop and it started every time." I said well there was obviously an issue because it didn't start earlier did it? "Well it started every time for us... we replaced the battery anyway." So not only had he been rude from the start he's now accusing me of lying? The girl doing training was absolutely fantastic. She may not have the full understanding of processes yet but at least she had great customer service. I think this so called manager needs to take some training from the new girl on how to deal with customers! I hope nobody else has to deal with service like this. After losing a full day's work and waiting several hours to get the bike sorted I'd expect at least decent customer service. Especially because it was a brand new bike that had broken down!