Need advice about dealing with shop

Kendo

Member
So at the end of January I decided I wanted to upgrade my suspension and requested a quote from a local shop for parts and labor. I thought the quote looked good and authorized the work. They asked for a deposit of $2,000 which covered nearly all the cost of the parts they needed to order. I paid the deposit and waited. And waited. And waited. I reached out to the shop two weeks ago and asked for an update. They said they would contact me when the parts shipped. Still waiting. It’s been a month and the parts haven’t even shipped yet? I realize they have no control over when the parts ship, but even so, how long am I supposed to wait? if I had even suspected it might take this long I would’ve considered a different manufacturer for the suspension parts or just gone a different route entirely. I’ve ordered stuff from Europe that didn’t take this long. When does it become fair to ask for my money back? I’d almost think this was a scam if it wasn’t such a reputable shop.
 

ocoas

Well-known member
I would contact the manufacture personally and start bugging them.
Ask the shop for the order conformation number and contact info.
Part numbers, any information that the manufacture may need to locate your order.
I would get involved.
 

greenmonster

Well-known member
They should have told you up front how long it would take for the parts to arrive to set expectations. Now, they should be the ones who reach out to the parts company and then get back to you with an an update. It’s called customer service.
 

VicTim

VMCSF
I would contact the manufacture personally and start bugging them.
Ask the shop for the order conformation number and contact info.
Part numbers, any information that the manufacture may need to locate your order.
I would get involved.

This^ to start with.
 
Don’t go in guns blazing. Everyone in the aftermarket has been dealing with this shit for almost a year. Manufacturing has been shut down almost a year, freight is an absolute nightmare right now. I have parts I keep on the shelf that have been on backorder for 6 months plus. I have a backlog of a year because of parts.
 

OaklandF4i

Darwin's exception
Not completely out of the ordinary during Covid. There were a couple of small parts from KTM I wanted to order before Christmas and was informed March before they would be available due to manufacturing delays by my regular dealer. Thankfully with a search I was able to find a dealer that just happened to have them within their inventory. Some stuff is just hit or miss during this time.

If I were really hot to trot, I'd reach out to the company making your parts to get an honest ETA. If its not to your satisfaction and there are other options, the other option can actually ship, I can't imagine they would be adverse to providing a refund.

Heck, most likely the suspension parts company is waiting for their manufacturing sub vender.
 

berth

Well-known member
Everything is horked right now. Everything takes forever. If it's not the manufacturing, it's the shipping.
 

scootergmc

old and slow
I'm waiting on a headlight from Japan. At the outset the shop told me the lead times are about 8 weeks, but reality has been about 12.
 

Whammy

Veteran of Road Racing
Whammy has been waiting for two months for a new key blank.
Reminds me i should inquire about it.
 

greenmonster

Well-known member
I guess I'm old school here - you entered into an agreement with the shop whereby you agreed to their price and paid a deposit in return for them providing a service to you. What they do behind the scenes to keep their end of the deal isn't your concern and it's reasonable for you to expect them to investigate this delay. The shop needs to call the parts supplier with whom they have a relationship with, and lean on them to get the parts they need to provide you the service you contracted for. Don't go in with guns blazing like someone else said, at least not yet, but be firm, speak to the manager, and ask him if he would please find out what the hold up is, and how much longer it will be. They owe you that as their customer. You dealt with them in good faith, now they need to step up and perform for you.
 

Frame Maker

Well-known member
Don’t go in guns blazing.... freight is an absolute nightmare right now. I have parts I keep on the shelf that have been on backorder for 6 months plus.

Everything is horked right now... it's the shipping.

I'm waiting on a headlight from Japan. At the outset the shop told me the lead times are about 8 weeks, but reality has been about 12.

Yes, a lot of international shipping is severely impacted by C-19. However if you have the ability to select the shipper (and the budget for premium shipping), there are some that are still very expedient.

Case in point, I've been special ordering special electrical connectors from Japan. My first order was placed a year ago just after C-19 started to spread globally. Japan Post was impossible. Everything stuck in warehouses and nothing moving out of the country. The sender finally had the parts sent back and re-shipped using DHL. With DHL I had my parts in two days. I've ordered two more times from the same vendor and now they only ship using DHL and I've not had a single problem getting parts within a few days from Japan. I've had similar experience getting parts from China. DHL is the way to go for international shipping if you have the option.:thumbup

Anyway, sorry to hear about the OP's experience. I'd try to work with the shop and the parts manufacture to see if there are other shipping options available, even if a bit more costly.
 
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kuksul08

Suh Dude
As someone working in the manufacturing industry... probably just nothing available. Everything related to recreation, motorcycles, etc got wiped clean and people are scrambling.
 

usedtobefast

Well-known member
hum, I think a lot of bad business are blaming covid. I ordered a new helmet from Italy and got it in 4-5 days. That was in October.

But for suspension components ... I was looking at shock for a bike and it clearly stated lead time of 3-4 weeks before it shipped out.

So if you are getting a shock and fork cartridges I could see it taking ~5 weeks to get to the shop.
 

Kendo

Member
I appreciate all the great advice! I think in part I wanted to hear from others so that I could reduce my frustration and get into a better headspace. The uncertainty of not having an ETA is worse than the actual wait time. I'll see if the shop can reach out to the manufacturer/vendor and try to get more info--maybe pressure them a little at least for a timetable. If they think my contacting them directly will help, then I'm game.
 

Holeshot

Super Moderator
Staff member
What is the specific brand name? Some suspension manufacturers are far out in replenishing inventory. Depending on how large the manufacturer is, it likely runs through a distribution channel. I'd ask the shop if they can refund your money if you decide to do so. Why? I'd be worried your deposit still has not been used for other business expenses. In Covid times, deposits are risky. Additionally, If the manufacturer runs through a distributer, I'd be surprised to find they take deposits at that level. That's abnormal.

All deposits in CA are refundable. Having been burned (and seen some of our own dealers do the same thing), I don't feel a shop needs a large deposit of my money to order something and if it does, it's running such a thin line of cash flow then my money is subject to way more risk than I want to gamble.

Let me know if we can help.
 

dravnx

Well-known member
Bought a Nitron R2 shock from Superplush. Ordered all the bells and whistles so it wasn't a cheap shock. They required 100% down and it took over 6 weeks to get my shock. I can understand the 100% down as it's a special order. This was pre-pandemic. Communication sucked.
 
What is the specific brand name? Some suspension manufacturers are far out in replenishing inventory. Depending on how large the manufacturer is, it likely runs through a distribution channel. I'd ask the shop if they can refund your money if you decide to do so. Why? I'd be worried your deposit still has not been used for other business expenses. In Covid times, deposits are risky. Additionally, If the manufacturer runs through a distributer, I'd be surprised to find they take deposits at that level. That's abnormal.

All deposits in CA are refundable. Having been burned (and seen some of our own dealers do the same thing), I don't feel a shop needs a large deposit of my money to order something and if it does, it's running such a thin line of cash flow then my money is subject to way more risk than I want to gamble.

Let me know if we can help.
Started my shop in 1978, last thing I would ever do is front my money for someone else pipe dream. Everyone pays up front.
 

Holeshot

Super Moderator
Staff member
Started my shop in 1978, last thing I would ever do is front my money for someone else pipe dream. Everyone pays up front.

I get that for special order stuff, but I'm (assuming) his suspension order wasn't special order. Maybe a bad assumption on my part. Special build, with you 100%.
 
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