Moto Werk California Worst Customer Service I have ever experienced.

[ZShyster]

I am an easy going guy who understands everything does not always go right.  Consequently I understand when there is an issue with a part or component and always give a vendor or manufacturer an opportunity to correct the problem.  In most cases they are happy to do so, however, I have encountered one recently who blamed me for their part that was either defective or poorly engineered.

I saw Luckycharms post on Adventure Bars and Highway Pegs  https://www.triumph-trophy.com/index.php/topic,6798.0.html  and thought it looked like a great option.

I ordered the parts from the various vendors including Moto Werk California.  https://motowerk.com/products/highwaypegmounts1inchdia?variant=35437609987 

This was not an inexpensive project by any account and although I found the R&G Bars not as strong as I would like, plus all of the other issues with them reported on this forum, everything seemed to go together as described.  Eight weeks later I wanted to adjust the position of the Moto Werk mount to a more comfortable position.  As I pulled the first arm off of the mount the dowel pin which keeps it from rotating around the bolt would not come out.  It took me quite a bit of effort to remove it.  On the other side the dowel pin would not come out and actually broke off flush.  I wrote to Moto Werk and asked to either return the item or have them replace the dowel pins and the plate with the broken pin stuck in it.  Here is their response:

Hi Chris,

I'm sorry to hear that you are disappointed, but from what you wrote, it appears that the fault is entirely yours.

In order for us to look further into your complaint, you will need to email us clear and close-up photos of the clamp with the stuck dowel pin and corrosion on the pins.

I find it unlikely that the pins corroded because they are made from stainless steel and the remaining parts are made from aluminum. Neither corrodes.

What you described has NEVER happened to anyone before.

Per our return policy, we do not allow returns on used parts.
In addition, you were able to successfully use the product for two months and now you report an issue, which we cannot attribute to any defect other than you accidentally snapping the dowel pin when pulling it out.

We are currently closed for vacation, but I will pass on your email to Speedy on June 15th.

Regards,

Kate @ Moto Werk Sales

I sent them the pictures they wanted and waited 15 days, not even the courtesy of a reply.

I installed their product according to their directions, and tried to adjust them 8 weeks later.  I am at a loss as to how it is my fault.

I just wanted to share this experience with my fellow forum members, so they will think twice before placing an order with Moto Werk.

ZShyster

[trophied]

First off, his assertion that "neither corrodes" is grossly incorrect.  The fact of aluminum and stainless being in contact may well have caused the issue.  I'd love him to see some pictures of some Coors Light aluminum can bottoms after they have been in my little commercial (ex Wal Mart bait box) refrigerator for a while which has a "stainless steel" interior.  I've even had two of them develop pinholes and leak beer into the fridge - what a pain to clean up.  Needless to say I drink it a little quicker now or don't keep any of my BIL's brand on hand.  I think you're getting a raw deal and need to pursue a complaint with your better business bureau, and post a negative comment wherever you can.  May not help with reimbursement, but you have the satisfaction of stating your case to the world as well as this forum!

[swannie007]

These guys will never see any of my money!! Their response is downright insulting and so far from customer service that it's not funny! In my opinion, these sort of companies need to be named and shamed so that others don't do business with them. Thanks for the heads up. Cheers.

[1675]

Alluminium doesn't corrode does it? How many engine cases (or trophy bevel boxes) have we all seen which have corroded, some so badly they look as if they have been at the bottom of the sea for years. Same with stainless. It depends upon the grade. Some is very good quality, others not so, and they will rust. A seat of the pants check is to check if it is magnetic and if it is, corrosion is likely. Very poor customer service from moto werks and perhaps needs another email to someone higher up. Perhaps it is a modern trend from all of the vehicle and accessory manufacturers,that their products are faultless and we are not worthy to be their customers?

[trophied]

My background has several years in welding and industrial supply in it and on one occasion a manufacturer's rep at a training session on "stainless alloys" declared "there is no such thing as STAINLESS steel".  He was quite right.  That's the exact reason there are so many different alloys.  Expose this company for all to see!

[AZBob]

Ugh. And I was going to buy these.

Aluminum doesn't corrode? Right in their marketing materials they say they sell an anodized version of the mount. Ask him what he thinks the anodizing process is.

Further reading for galvanic corrosion for disparate metals coming into conduct with each other in the presence of an electrical conductor (e.g. rain water):

http://www.bssa.org.uk/topics.php?article=89

I assume you got the black painted ones, which aren't anodized as far as I can tell. Perhaps the paint wore off and the stainless dowel pin and the mount caused some galvanic corrosion. I will further assume that other customers set their highway pegs where they want them right when they get them and then never move them, so the incidence of this happening is in direct correlation with the number of people who move their pegs regularly, which is probably near 0%, so while his assertion that no other customer has complained is probably correct, that doesn't mean it wouldn't happen to every other customer who has ever ridden in the rain and decided to move them or otherwise adjust them.

Just the most terrible customer service, ever. Never blame the customer, especially in the initial response and when you don't really know what you're talking about.

[AZBob]

Just curious, how did this end up?

[ZShyster]

AZBob,

I sent them pictures as they requested and even asked for no more than two new dowel pins, I figured I could get the broken one out with heat, and they never responded.  I emailed them again, and no response.

If you are interested, I will be happy to sell you mine, with the pegs, and sleeves recommended by Luckycharms.  I paid $200 for all of the parts to install on the adventure bars, I would be happy to get $100 and all you have to do is knock out the one broken dowel and find another to put in its place.  PM me if you are interested.

ZShyster