Touratech offer
 

Now I know that Touratech.uk haven't got the greatest reputation when it comes to customer service, however below is the offer from their October newsletter.

Mind you, Ewan and Charlie can split opinions as well, so I not sure how good an offer it is!


"Touratech Delivery Service

We are currently holding more stock than we have ever kept in the past and due to bigger premises, more machines, and more staff at our factory - production times are now better than ever. At present over 99% of our orders are being received well within 7-10 working days, with many being a day or two after the order is placed.

To show how confident we are of our delivery dates we have decided to offer the following:

If you place an order for Touratech parts and a copy of the Long Way Down book during the Month of October and your order does not arrive within the 7-10 working days we will give you the book for free. (please note: this offer is not valid for special requests).

Visit our website at: www.touratech.co.uk"


"WOW" 10 days, a heck of a lot quicker than the last time ordered some stuff from them.

baswacky.

That was pretty much the lead time quoted and confirmed by email when we ordered 2 sets of panniers and racks for our XT's last year. If we'd gone ahead with the order, we'd have waited for 6 months for their arrival. Now, let me think, would the book have compensated us for all the planning we put into our trip, the costs, flights, time off work etc. I'm a fan of Charley and Ewan, but I don't think it would quite have covered everything.

We now find ourselves thanking Touratech UK for making their false promises and letting us down so badly at the eleventh hour because we ended up buying Metal Mules instead. Course if we'd realised to start with how good MM's were, we'd have saved ourselves all the emails, phone calls and stress with TT, but that's life. You can always sit and read the book while you're waiting for your order to arrive!!

I don't think 7 to 10 days is good service:thumbdown: I have had stuff from Australia, New Zealand and America quicker than that. From what I have read on other forums TT's attitude needs a stiff coat of looking at:thumbup1: Not to mention the price difference between UK and Germany (rip off), and the fact TT Germany will NOT ship to the UK:nono:, very bad business practices going on. Collusion?


Trophymick

Trophymick

try and live in norn iron where everything is a rip off to get sent here. You read all the crap about oh yes will be shipped to anywhere in the UK with in 2-3 days or something like that. you order the product then they say oh but norn iron is different that will be 2 weeks.

I was gonna get a bashplate for my Xt660R from touratech as it looks as if it could take bombs etc to it and not damage it at all, but after hereing all this jip about people in england and all waiting 3-6months for one product i probably would be waiting about 2 years for my bashplate. So thought bugger that and will be ordering one from a place called kedo.com

Touratech UK Dealer - rip off?
 

I understand that a big outfit like Touratech likes to have country agents - language issue, etc. But when the local agents prices are considerably higher than other countries, then there is a problem. Especially when you can not order from other country agents within the EU, where both product and shipping costs are considerably less!!!

So are you being ripped off, I think the answer is yes - probably. I used to compare prices on the German and USA website (and then feel as though I am be taken for a ride), then I would usually find another source.

As for delivery timescales, I have only ever heard one good comment about Touratech deliveries and my personal experience was so bad I vowed never to order anything from then again.

So the offer of a £17 book for waiting a lengthy time for your parts to be delivered - well I think its just an insult (or is it an admission of bad service?).

So if you are after panniers, sump guards and exhausts - try Metal Mule, they give you a "real" lead time, a competitive price, a superior product and give excellent customer service.

Yesterday I tried to order a part from Touratech (a cable for an IMO). Not in stock. I need it in a hurry.

Gave Dave Lambeth a call (01205871945) who had them in stock. Should arrive tomorrow. Great service.

Last part I ordered direct from Touratech took about 3 months to arrive.

I also question whether a refusal to sell from on-line shops in other EU countries is legal. Anyone have the facts on this?

October Newsletter
 

When I received that Touratech newsletter (which arrived in my inbox 3 times), I wrote (5 days ago) as follows:

"Very nice idea to have a newsletter, Louise. Does this mean Touratech UK will start replying to its customers? I, for one, am still waiting for a reply to my last enquiry and I know I'm not alone in my opinion of Touratech UK's customer service.

Best regards,"

I thought that was a reasonably worded e-mail. I meant it sincerely.
Guess what... I haven't had a reply.

I wish they would improve because I really like some of their products (especially at eBay prices) but their respect for customers (going way back) seems very poor.
Stephan

:nono: Ya hear that Touratech you suck! :nono:


Things are looking bad for TT (UK) people are ripping them on every board I visit, remember they didn't even come to the HU bash in Ripley this year, all those prospective clients and a no show, shame as I had brought tar and feathers.

When dealing with them via email it took 2 months for them to get back to me, and I was purchasing £1,000 of their kit, not good and If you call them they never have parts in stock.

In truth I've only ever busted the items that I bought from them, I dropped my bike and broke a foot peg and at £88 that hurt. Snapped part of the Chain guard, had to refit the Dual Halogen Lights.

But I must say I do love their f650gs pannier rack as it protects my ride really well, and the Dakar centre stand is a must but apart from that they have lost a customer in myself.

And why are they on average about 15% more expensive then the German site?


As for the Book, I'm currently 3,000 miles away from home living it, having planned and oraganised it myself, riding it solo, without any of the help and support that the actors get. So they can take the book stick it where the sun don't shine.

Nice one, Lee. :)

Hope the trip continues to go so well for you. And no doubt, some HUBBers will see you at a UK Ripley meeting after it - since you live there!
Stephan

FWIW Touratech Australia are nothing short of brilliant. Rather than put up with the 3 months etc delivery time from TT UK, you'd be better off contacting the Aus dealer. I've ordered from them several times now and the longest time I had to wait, from time of ordering to unpacked on my workshop bench was five days. They are polite, helpful, and I've not had a problem yet with them not having stock.

This is the point Clancy! TT Germany (or TT in any other country) will just refer you to the TT outlet/importer of the country you live in (if there is one):nono: .
Many have tried to bypass TT UK, but TT Germany will not post goods to the UK (probably in breach of European law?), they are colluding to make it impossible to get their goods from no one but TT in your country. Try and order something from Germany to be sent to your home address, if your country has a TT outlet they WILL NOT POST:thumbdown:
Maybe Mr Plumb should think of his customers, before it's too late,:helpsmilie: instead of bragging that it is mugs like us that allow him to do the Dakar!


Trophymick

When and where did he say that?

Cheers,

Nick Plumb Quote
 

Whilst I am not sure that Nick Plumb ever said that, up to a certain extent it is true, I feel you do support his racing in the Dakar, etc., indirectly via Touratech UK, etc.

I have never bought anything from Touratech since my only experience of there empty promises. I was originally told delivery would be 7 to 10 days, then 4 weeks at which point I cancelled my order. Six months Tourtech UK called me and asked if I would still like my order filling - unbelievable. My order was in excess £1500.

I for one feel somewhat 'peeved' that he goes racing on your money whilst his 'customers' have to put up with really poor lead times, very poor customer service and higher prices then Germany to boot!

But at the same time there are other companies out there (if you search), producing similar or better products, with realistic lead times, good customer service, etc. - so maybe the answer is in our hands, buy from some else and they may get the point - but I rather doubt it!

i wonder how long ewan and charlie had to wait to get their stuff? and for free

I bet they didnt even need to order anything, TT just sent them every single part they produced for the BMW GS and let them put it all on and i am sure if there was any problem they would have some over there in a jiffy or a new product sent out by personal TT staff ie one man, a car and one product.

:nono: Ya hear that Touratech you suck! :nono:

I'm going to have that as my catchphrase, so how big is this Nick Plumb and do you think I could take him now that my leg is all better?

Ooo Hold on where's me Dad, Dad theres a bloke at the door days he wants a word with ya!

Bill Hicks (didn't buy Touratech)
 

That reminds me of a Bill Hicks observation:

When I was a kid other kids would come up to me:
“My dad can beat up your dad.”
I’d go “When? He cuts the lawn on Saturdays; you can nail him out there.”

dont pay bad kit
 

I have the book Long Way Round. I have looked at the pics of the 3 bikes they ran the bikes look fully geared up in TT stuff I also see the support truck following them If you think BMW and TT are going to let Ewan or Charley near the bikes with any tools your fooling your self. They also spent millions doing there trip and got payed to do it.

There bikes in New York looked almost perfect, to good if they crashed as much as they wrote. Any wonder how they did the trip I mean look 3 bikes and a support truck and full sponsorship! How do you not make it. Wonder if they used other people to ride the bikes to.

Hope BMW and TT dont think that people will pay for there stuff. I takes a film crew a tech and so much gear that you need a truck to hall it all and millions of $ gust to get your bike and boxes around the world once! To hell with that.

I have Zerga Boxes there ok. Seen some Metal Mule at the HU meeting in Nelson that box looked much nicer But Im going to try Happy Trails. Fit my bike well.

I have the touratech catalog from 05 (last time I tryed to get parts from them) its some 578 pages long most of it nice photos of people and bikes then there are the bits of kit they dont make but do sell then lastly is there AL. and plastic boxes and guards and bags. All of I have seen better of and for less. No idea why people use them.

I made a hasp for my pannier, it 3 months or so for TT to get me a new one saved the time and $ and did it my self. :clap:

But if you need it

Touratech USA / CycoActive inc.
701 34th Avenue
Seattle, WA 98122
USA

phone (206)323-2349
fax: (206)325-6018
toll free 1-800-491-2926
Email: sales@touratech-usa.com
Touratech-USA Motorcycle Adventure Touring Accessories from Germany
Touratech-USA Motorcycle Adventure Touring Accessories from Germany

Touratech were good to me
 

I just read all the negative posts, all i can comment on is that I have not dealt with TT recently but a couple of years ago they were very friendly and offered a great service.

I must say after all the bad comments I would order carefully in the future.

Touratech UK - Rip Off!
 

At the Moto Andalucia 2007 meeting over the weekend I met a couple of German guys who were nice enough to run me through their Touratech kit.

I particularly liked the look and functionality of the Ortlieb pack sack (product number: 01-055-0150-0P).
From the UK agent it is £48.75 (69.96 Euro).
From the Spanish agent it is 58.23 Euro (£40.57).

Guess where I'm going to buy mine from???

Sounds Like An Opportunity
 

Sounds to me, that if TT UK is such a diasaster, there may be an opportunity
for a bright, energetic entreprenuer (are their any left?) in the UK to go to Germany and make a pitch for a new distributorship, or buy out the UK guys or find another company and become a new distributor. Clearly demand exist.

We have some guys in the US (Jesse Luggage) that make some great specialty parts - I beat they would love to have a UK distributor.

Come on blokes - there must be an opportunity for someone inthis mess.

Heck, if someone in the UK needs something, contact me, I'll source it in the US, add 10% and ship within 10 days.

Touratech = Monopoly
 

Hello all,

I have not had the best experience with Touratech. I have bought in the region of £2.5k worth of stuff for my GS this year. I was shocked by the price difference between the UK and Europe. I was told that I couldnt go to a store in Europe, and had to order from TT UK (which was a pain not just with the price difference but also I get paid in Euros).

So what did I do? I ordered the stuff from TTUK, they knew I would and reluctantly so did I as there was no other place to get some of the parts from.

I dont like the way that Touratech monopolize the prices, the lax customer service and the long delivery times because they are the only company that sells what they do.

My 0.02

Mike

Hi All,

I just got in infraction for the 'you suck comment.'

Reason: Reasoned derogatory comments are fine, direct insults - especially without any commentary to back them up - are not considered appropriate. Grant.

OK my bad sorry I will have to live with that beating, here is my commentary to back it up.

I actually have an OUTSTANDING ORDER with TT since (18 Oct) they have delivered only one of my two ordered and paid for Dual Pannier Bottle Holders (they had 11 in stock when I called), I was told the other one would arrive the next day but that was three days ago now and I'm still waiting for my other one to arrive.

When I called they were nice enough and said we will call you right back, well 4 hours later I called them as I was bored of waiting, and they said it will be with you tomorrow that was Tues it's now Fri and it isn't here.

I will call them again tomorrow if it hasn't arrived and let everyone on here know how things turn out, with ALL the other TT goodies on my bike and with how much trouble I've had with them in the past, I have earned for and paid for the RIGHT to say they suck.

Check out F650 Ride the World - A journey of Global Proportions and have a look my bikes like the TT catalogue, I have brief comments by the side of each item, and I have also given the parts ratings out of 10. And I still have one or two
TT parts that I might want like the Centre Stand Guard, or the Long Sump Guard depending on how beat up my bikes gets in Africa.

Sorry Grant I really didn't mean to put you on the spot, but I have GOOD grounds to say :nono: Ya hear that Touratech you suck! :nono:

Princetown September 2007

Nick Plumb was giving a talk about the Dakar Rally. He was asked how much it cost to compete each year, "£40k to £50k" he replied. He was then asked where he gets this sort of money from ie who pays for his entry. His reply was "You lot! Every time you buy stuff from Touratech UK". Straight from the horses mouth. I was standing close to him and heard him say it.

Sid

Nice one Sid:thumbup1:



Trophymick

Thank you Sid for that I would have laughed but it's so true, but it goes to show that it isn't just me who is seriously falling out of love with the one company that supplies the parts that we all need.

I know that the GERMAN TT parent company supports this site as I've seen the logo on the home page and I really do feel bad about slating them, but then again I am paying well over the odds of kit here, Isn't there a Law against that I think APPLE just got smacked with it?

Still hopefully on a brighter note some efficient person at TT.DE will actively take an interest in how our feelings are changing towards them in the UK.

So with that in mind "I know I'm a nobody, I'm not an actor, a Dakar participent or a World Record Holder but I am out there doing it with YOUR KIT and I am after all A PAYING CUSTOMER."

Warmest Regards

Lee

There has been some deliberations on this subject on other forums:helpsmilie:
The outcome was/is that TT DE/UK are operating LEGALLY, and within the EU rules (yeah right)! The morality is questionable though:nono:
There are 3 ways to approach this problem,
1) carry on paying the UK prices:thumbdown:,
2) get friendly with someone in Germany and do your shopping through them:thumbup1:,
3) let your wallet/purse do the talking/walking and try and source alternatives:thumbup1:
Unfortunately whining will achieve nothing, but as stated, there are choices:clap:
Don't let the dogs p*ss up your leg, keep moving:mchappy:


Trophymick

A few thoughts about TT
 

Thanks for that - interesting observation by NP and, on the face of it, this would appear to be pretty accurate and a refreshingly frank expression of how a business makes its money (could be interpreted very differently, depending on how he delivered that reply!). I guess he has other business interests as well and all of his various incomes may go toward his entrance fee & costs for the PD racing.

Princetown: that's one of the Beemer club meetings isn't it? Lots of BMW GSs with lots of TT accessories attached if the Beemer meetings I have been to are any example. Incidentally, I have looked around quite a few second hand 1200GSs in a BMW dealership and many erstwhile owners have left their TT accessories on the bike when it was traded - you have to wonder why.
(Second incidental comment: I became aware a short time ago that you don't have to actually own a BMW bike in order to join the UK BMW club).

I have always thought that the TT products are very pricy - I often pick up the glossy catalogue at some show or other, flick through it later and buy nothing (never have purchased their stuff). One or two things in there would be of some use, most are "glitsy".
Someone has to pay for the glossy brochure and the stand at the show and the guy/girl who was on the stand etc.

Apart from the basic pricing of the product being high, I would doubt that double shipping would pay overall - postage out of Germany and then onward postage within the UK can't be economical, even if someone does that as a favour and does not charge for their time and effort (i.e. they do not take a business approach); better for TT authorised distributors to bring the goods into the UK in bulk (assuming that is actually done and they don't work a system of posting from Germany once a definite order is processed).
Better still if TT would take orders worldwide in this day and age of online shopping!

So, there are no answers here in these few thoughts; maybe just buy some other product than TTs?

I ordered a mount for my Garmin 276c on the TT UK website last Sunday and it arrived on Wednesday by recorded delivery.
I placed a couple of orders last year for parts for my KTM950 and they all arrived within a reasonable time.
Yes their stuff is pricey, but if you think about the time required to design and tool up for small quantities of model specific parts then it's understandable.
If you think their prices are unnreasonable then go elsewhere....

That would indicate that TT UK do indeed hold stock items here; it is unlikely that they hold every single item that is in the German TT factory, which may explain why some things take longer to deliver than others.

Anyway, it seems we are all agreed that the answer is to shop elsewhere, knowing full well that there have been many other instances over the years of poor service from the motorcycle trade! :rolleyes2:

ps A few months ago I looked into buying a particular motorcycle item from the USA; I used email to contact 2 stores that claimed to do online retailing. One did not bother to reply and the other did not want to quote a price for shipping to the UK.

Touratech Thumbs down for me
 

I am going to put my two cents worth in here.

I am currently on a ride from the Uk to Oz and my website is www.planitearth.co.uk - UK to Australia 2007 - Home Page I am currently riding with a mate who had a lot of his set up done by Ernie at Overland Solutions. I on the other hand bought a number of Toutatech bits some of which have been ok and other not so great.

My biggest critisism of Touratech are the panniers. I have had nothing but trouble with them. Whilst I don't like slagging supperters of this great site I am seriously annoyed at just how bad they are made.

Both panniers have ripped along the line of the frame and have required welding. On four occasions they have also had to be beaten out after dropping the bike. Two times the bike has fallen whilst stopped and the two other times at very slow speeds. In my opinion I dont believe they should have bent as much as they did from I consider dropping the bike. Aside from that they leak, are not dust proof and generally speaking I thing the metal is too thin and the lip between the lid and pannier is too short.

Whilst my mate might have paid a little more for his set up initially, I believe it was well spent as his stuff has performed brilliantly. I think there is alot of overlanding stuff out there these days if you prepared to do the research and shop aroun. I think Touratech offers a "one stop shop" but not a quality one. As far as I am concerned after this trip I will be in the market for another set of panniers so in the long run I will have paid much more had i bought carefully in the first place.

During this trip we also called into the factory (before my problems at this stage) There are certainly better bargains direct from the factory. Some of the items were significantlly cheaper than the UK distributor.

We also got to quickly meet the UK distributor Nick Plumb, again before my problems. We were in Romania when the romaniacs enduro event was on and we stumbled into him at a hotel. Let me sum up the conversation this way, he was about as disinterested in speaking to me as he was chasing my order when it was late!!!!!!!!! Suprising really given I am his target market.

At the end of the day I it's me who controls my wallet, it's suprising how many companies just dont get it.

Cheers

Not the first time the panniers have been slated!!
 

bmbiker,
Good post, very clear and well explained.
Besides "cash is king" nowadays, the customer should also be king.

However, I am not sure that anyone involved in racing is going to understand this; also, it sounds like NP needs some good staff back there in the office to deal with the business while he is racing - a good office manager would get a few facts of life over to the franchisee/distributor: NP.

Hi Guys,

Update on my Bottle Holder Situation.

Ordered 2 x Dual Bottle Holders 18/10/07 (I was informed that they had 11 instock) One arrived on the 23/10/07, and informed TT on this date of their error, was informed that the other one would be here for the next day (meaning at my parents ready to ship to me in Italy alond with my Steel Brake lines and Chain Guide).

Called Friday and was told it was on the way.

It's now Monday, and I called them up again and they have said oh sorry it should be there soon as we have had to order them. WTF are they playing at, I'm out of the country doing a tour which they have been informed about and they STILL SCREW IT UP.

I'm playing nice for Grant so that he doesn't catch any flack for my b*tching, but I really can't believe how much they can mess up things and lie to the people that pay their wages, a small tribe of Bonobo Apes (not mokeys as they don't have tails) could do better.

:nono: for those that have read the pervios posts you KNOW what this means.

The TT Office...
 

I ordered some goods recently via the on-line uk shop.. the items were ordered on seperate orders to seperate addresses... the inital delay was annoying but just within the 10 day period the goods were shipped...

BUT... they shipped both products to the same address...

I live in the middle east and my postal service to here is oaid for by me - I have a uk PO box.. and everything was sent there meaning the pannier rack which was supposed to be in the UK had to be paid by me to be shipped back to the uk where my bike is... at great expense...

I contacted TT on this issue and it took a long time befoer I got a response - none was recieved from by multiple emails and I ended up phoning up.. still there were problems... I was asking for a refund on the cost of the shipment i had been required to pay for the incorrectly delivered goods... i.e. one product out here and then couriered back to the uk...

the saving grace was when NP got personally involved, I had a couple of phone calls from him and within a few days he had agreed to refund me the cost of the error - Well Done Nick!!!

I do not have a problem with NP or Touratech having for different pricing etc.. ... after all its their business they can set thier prices... and we can buy from who we want.... my real problem is with the people NP seems to have working for him im his office.. it is here that all the problems start... where the orders are delayed... where the unanswered complaints go to... where all the feedback and complaints go to and don't get handled properly...if TT-UK wants to have people returning to them and purchasing from them the service they provide needs to be better...

Their saving grace - my mother ordered a part for me from their online shop and it arrived on time, no hassles... we know they can do they just need to do it ALL the time

I often look back to the UK as an example of what customer service is all about.. when faced, out here, with staff who are un-interested in what they sell or in some cases can't even be bothered to seel you the item.... (i tried to buy a guitar from a music shop - they had the guitar i played it i said i wanted to buy it and after 2 hours of not actually being able to purchase it i gave up and left...).... the UK leaves a smile when you remember just how good the UK retail industry can be.... so come on Nick - get your staff sorted out have you phoned your own shop as a customer and heard how they speak to the clients... have you written emails from other accounts to check what kind of responses you are getting... are all these people the few... quite probably... but its their voices that are being heard in this community.... just a thought...

Thanks, Tony.

Some of you already know the fiasco we had last year trying to order racks and panniers from TT UK and then being let down by them at the eleventh hour. I spoke to Nick Plumb last year and was asking him if he was doing the Dakar again in January, to which he replied 'No, I think I need to concentrate a bit more on the business'!! When I called back five days before leaving for our trip, I got put through to Nick again (by accident) and even though he knew the status of the order (he said 'Errr I don't think that it's good news) he didn't have the face to tell me. Instead, I got transferred to 3 different people before somebody would tell me I wasn't going to get my order in time.

A company is only as good as it's leader!! But, thanks to TT UK, we bought Metal Mules instead and they are great!!! (And so is their customer service!!!)

someone on here has said they spent £2.5K on touratech parts, which i would guess isnt an uncommon amount to spend on an overlander, so some spend more i suppose.
if its the price and wait in the UK thats the problem, wouldnt it be a lot cheaper and quicker to check that they have stock, then drive down to the horses mouth in germany and buy there at TTHQ?

there would be no extra duty to pay, and i believe touratech are breaking european law by refusing to sell outside your parent country but still inside the EC.
bypass TT UK completely, then when their custom has dried up they might sit up and smell the roses.

It's interesting to hear all these comments about TT UK - I've met Nick a couple of times (socially) and he seems like a nice, genuine guy - mind you, I've not tried to buy anything from his company yet...

I have however just bought a TT MvG mount for my Garmin 2610 and their top box and mounting bracket to fit on my XR rack from Touratech USA as that is where I am travelling at the moment... no problem as I'm here, and I have a suitable address to get stuff posted to - I ordered on the phone and it arrived in 3 days...

So following that principle, what's the problem with taking a long weekend in France for example, and getting the stuff you want posted to a hotel you've booked a few days beforehand, and pick it up once you arrive?

JennyMo xxx

Nothing at all if you suits your plans. I've had Touratech panniers and racks sent to Jordan and fitted them there (although TT nearly didn't deliver in time) and a friend recently had a Garmin GPS mount sent from TT Germany to the UAE. :thumbup1:

But what's the problem with answering customers' e-mails etc. and providing good service - which Touratech UK don't? :thumbdown:
Stephan

Anyone noticed that this thread is sponsered by Metel Mule at the topleft.......sorry i thought it was amusing with all the "i love TTUK" going on

I think I spent about £1,000+ this past year with them and had to wait 4 months in total for various parts. If I can I will never deal with them ever again. :nono:

Oh did I mention that I'm typing this on my new iPhone? Eeeeee it's sexy as he'll, Well until I get the phone bill that is, wifi rocks with this its almost like having my PC back. It even can do gps with its built in map I just have to remember to keep its data roaming off.

name dropper!
gadgetphile!

you do realise in 6months they'll be giving them away like every other phone?

he he he don't think so, but they might have more memory by then... :)