Disappointed with LewisportUSA re: Gas Gas parts

Long story short(er), I ordered a hundred bucks worth of doodads for my Gas Gas from Lewisport on the 2nd of March. Month later nothing's arrived and there's no clear picture what the deal is after calling/emailing them 2-3 times a week for weeks. Something like 6 weeks later I finally get tracking info and find out that it was a package lost by UPS. I contact UPS and they say that it shipped from Rising Sun and I need to take it up with them to issue a trace or claim or something. I contact them and speak to somebody who seemed extremely disinterested in the situation. I then contact Lewisport again and they kindly tell me they'll contact Rising Sun and get this sorted out. I call back the next day after not hearing anything and get the same story. Feeling optimistic that somebody else cares about my situation now I hang up the phone with confidence that any day now it'll get sorted. That was a week ago, haven't heard from anyone.

So the loss of the box isn't the end of the world, it was maybe a hundred bucks worth of stuff. What sucks is that I've lost faith in two of the main parts suppliers for Gas Gas stuff now, and there aren't exactly a ton of them to choose from in the US.

Are there other resources I can look to in order to order OEM replacement parts?

Almost all the parts come in thru Rising Sun. I`ve delt with them since `93 and can`t ever think of an issue unless something was B.O. Now on the other hand the UK would be my next source. Maybe just bad luck? Or was there an address issue?:eek1

No address issue, that was confirmed to be okay. Just a bad day for the UPS driver maybe, and bad luck for me, but it blows that it's my problem to solve and that I have no "teeth" to get UPS to do anything - I spoke to them and escalated issue to supervisor level and they just kept saying that the company I purchased thru needed to issue the trace/claim/refund.

I'll try going straight to Rising Sun next time, and if I have any further issues I'll start ordering stuff from overseas.

I just ordered a new helmet and set of sticky new trials tires from Motorcycle Superstore on Monday and they were just dropped off at my house today. $650 sale that Lewisport lost for one customer service issue. WHat can I say, I'm a fickle consumer. But I'm a fickle consumer with a Suzuki a Gas Gas a Ducati two Triumphs two Kawasakis and a real bad motorsports spending jones.

That is one thing I don't like about UPS. The customer is the shipper, not the reciepent. So as a reciepient you have no pull with UPS. I am surprised UPS still has this asnine policy. Ultimatly you are paying the shipping bill so you are the customer.

So what to do? did you pay by credit card? That gives tremendious leverage. Since the charge went to Lewisport then it is time to call Lewisport and tell them that if the parts don't show up then you will have to have the charges reversed on your credit card. That tends to really wake lazy people up. Lewisport arranged the shipping, you never took ownership of the product, sale was not completed. UPS was arranged by Lewisport, the UPS problem is Lewisports. Lewisport was paid and trying to wash there hands of the problem. If they are suddenly not paid, they have there money on the line as they bought the parts that are now lost by UPS that they hired.

I consider the fact that Lewisport just pawned you off to there supplier and is trying to wash tere hands to be a pretty crappy pratice. There are times I don't mind doing it (I had a couple issues with a stroker kit once and it was easier to deal with the manufacturer and skip the middleman). But when that fails go back through the broker/middleman who was paid to handle the deal. They buy a lot of parts from the manufacturer and have leverage in getting things right. They also have the cash on the line as they did buy the parts and resell them to you even if they never touched the parts. Credit cards are wonderful tools for "goods not delivered"

I have to deal with UPS a lot and I have had pretty good luck with them. But when things go bad your screwed, they never pay claims even if the only thing that they delivered was the side of the box with the address on it. :huh

Does anyone have a contact at Rising Sun? It's been taking me forever to get parts through the dealer network/lewisport since I got a Gas Gas in Feb and I just can't wait 6 - 8 weeks to get parts for repairs I want to make now.

Thanks

There is a link off of the GG trials website.

Same place. http://www.trialspartsusa.com/

Sherco.... Ryan Young has and is AWESOME, I get stuff in one day to Illinois from Them,......
These guys have been around a long long time, , Usually I have never heard any bad stuff about Lewisport.
But it happens, Dont bother calling them, Just call your credit card and explain that the parts never showed and you no longer need them....
And forget about trying to call sending dealer......

Rising Sun wasn't really interested in your case because they're the importer and deal directly with dealers for the most part. They'll sell direct but prefer not to as it's going around the dealer base they're supposed to be supporting. Yes, they dropshipped the parts but it's up to Lewisport to take up your cause.

In their defense the Lewisport folks are, like most trials dealers, doing this as a side gig in addition to their day job. They put a lot back into the trials community but have limitations of time and resources like every other person trying to burn the candle at both ends. I would think that after six weeks they would get it right, but maybe things are just falling through the cracks.

Lewisport isn't the only game in town. There are other good dealers out there. I've always used Mike Thuleen at The Trials Source in Boise and have received great pricing and fast, friendly service. He even called me when a screaming deal came up locally for a TXT321 that was virtually brand-new. Shop around but try to stick with the little guys giving back rather than the big chains. They'll be there to help you out when you have questions and are trying to find that unobtanium part.

I usually deal with Mike @ the Tryals Shop. www.tryalsshop.com

You can order most parts right off his site and they are very knowledgable about most things technical. He is located in upstate NY.

Not calling you back regarding the status of your parts shipment is just bad customer service - plain and simple. I dont care how busy you are - when you take someones money - you better follow through - even if just to tell you that you dont know anything yet. (how long does that take - heck, send a text if your that busy...)

For great customer service, you cant beat Stu at jackscycles. Ryan is great as well - but he's the Sherco importer and doesn't carry much GG inventory. Kurt is also very well respected and is THE guy for hard to find Scorpa parts.

FYI: follow up thread on TT:
http://www.thumpertalk.com/topic/924122-he-is-the-man/


PS - full disclosure - Im the webmaster for Jacks and Stu is a dear friend. Ive never met anyone more passionate about Trials and his customers!

Who is Kurt? I have no complaints about Mike at The Tryals Shop for my Scorpa parts, but it's good to know my options.

Thanks

Sorry - I had a friend growing up named Kurt Komer, so every Komer is a Kurt to me. :stoned

JUST MT .2 CENTS WORTH HERE

I say don't have negative thoughts about Adrian and Mandy. They are very awesome folks. I have have been disappointed with a few orders and it is a challenge. They own a sign business and have a contract with the city and County that they work hard at, and it pays their bills. The trials side is hobby/business. I know they have hired people to come in and assist with orders and helping out in the past, but unless your business smart and a trials motorcycle rider working for them, then there is not much hope in providing Adrian or Mandy the ability to assist a customer and so then they can't offer a true service to customers. I'm sure they hate this situation. They are currently heading out soon to the California nationals so that Adrian can work the Gas Gas pit for about 4 days strait doing nothing but working on motorcycles. I have seen him in the pits and he eats a sandwich with greasy hands while he is working. If you personally knew them you would understand. He never stops, has a beer, talk to other old friends; just work on bikes. So it is hard being Lewis Sport I suppose.

Your situation just plain sucks. Jim at Rising Sun is a jerk. His brother typically answers the phone but if you get Jim Snell he will not be nice and he only talks to dealers. He will not waste any time. Lewis Sport must and should get in contact with Rising Sun and they have to find it. Until after the CA and Colorado national events are over, you may not have any luck. I hope they get it sorted.

I also recommend otherdealers to order from. Many of those above as well as local dealers that have lots of parts in their bench stock are awesome to work with. Please keep us posted on ehat happens.

Lastly, I dug up an interview for our year 2000 club's newsletter after they first moved here from Scotland where he was the largest tire dealer in the world, servicing the Scottish 6 Days and a local and very successful dealer there. Hope you know them a bit better now. Our cub misses them.


Published October 2000

On The Loop Interview with Mandy Lewis

I finally got the chance to sit down with Mandy Lewis and do NMTA’s first interview. The editors at NMTA strive to bring you interesting news and insight to our club and our members. After an official welcome from our club, sittings in chairs beside they’re 32 foot RV rig we found some shade. Looking out across the canyon lands of haystack mountain, it seemed like a great place to talk. Plus. I just love her English accent.
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NMTA: Lets start from the beginning. How did you meet Adrian and get involved with trials and find yourself here in Albuquerque New Mexico?
Mandy: Adrian was 16 years old and lived next door me. We were living in the middle part of England know as “The Midlands.” Adrian was riding in the European Nationals and Britain’s Nationals rounds. We started dating and I began attending his trials. He was very impressive on his machine.
NMTA: So then what happened, I understand that you all lived in Scotland?
Mandy: In 1993 Adrian started Lewis Sport. We decided that the Scottish 6-Days event needed local support. So late in 1993 we moved near Fort William, the north end of Scotland’s west Highlands, Scottish 6-Day country.
NMTA: When were you and Adrian married?
Mandy: We were married in Scotland in July, 1998. The church was very small, called the Church Tomdoune that held 12 people, plus a piper for music. A very romantic setting and very quiet.
NMTA: So you’re married, living in Scotland and Adrian is riding trials, building Lewis Sport, sounds perfect. Why move to the US?
Mandy: Adrian was Scotland’s largest trials dealer. He was also involved as an alignment specialist. A friend had started an alignment business in Albuquerque and needed Adrian to take charge. So, in March of 1989 we crated some stuff in boxes and sold everything else we had and moved to Los Lunas, New Mexico.
NMTA: Wow! So how’s business, what’s it like moving here, what are your impressions?
Mandy: Well after one year of business, things are truly great. I was really shocked by the great distances here. We had stormy weather in England and Scotland, but here the weather is extreme, varied and changes rapidly. I really like it in the Southwest and the people are so friendly. We really felt welcome, especially by the NMTA. Mandy said that Americans enjoy their freedom and their leisure. That we work hard to play hard.<o></o>
NMTA: Tell me about your trials riding. Why didn’t you ride in Scotland?
Mandy: Basically women in the Europe don’t ride because it’s so dangerous and muddy. There are lots of burns that are quite nasty (burns are creeks and streams with lots of clay). I tried riding a Gas Gas 270 some in 1997but had a bad crash that kept me leery of trials riding. It’s considered the hardest and most dangerous motorcycle sport in Europe. However, Laura O’Neil has been a real friend and convinced me to try riding again. She has been my coaching instructor and she makes it very easy to learn, plus she’s a very good rider.
NMTA: Well you have just finished your third event, what do you think?
Mandy: Yes, my third competition and I’m loving it! I’m getting more comfortable each day. I still have crashes though. I crashed near section 8 today, I held the throttle on too much and I would’t let go. I bruised my elbow but it will mend.
NMTA: In summary, what do you have to say to our readers?
Mandy: I was apprehensive about the USA and New Mexico. But as soon as I got here, my expectations were exceeded. I miss England and Scotland, but the people here, the places and the riding areas are spectacular, and the food is so unique and wonderful. “New Mexico and the USA is a brilliant way of life!”
Thank you Mandy, we are lucky to have you and Adrian, welcome to New Mexico again.<o></o>

ARH -

That's an awesome interview Tony! Thanks for posting it!!

Wow. I had forgotten all about that interview. I have that newsletter here somewhere, even though it was published 5 or so years before I got into Trials.

Adrian knows his sh*t fer sure, but it is a 50-50 proposition dealing with them. I buy from them when I can, but only when I can get some real traction from them. If Adrian and Mandy could find some real, dedicated help, they would be THE major factor in the Trials business here in North America. Just sayin'.......

The last few posts make clear how intensely personal this sport is. Ain't no people in it, ain't no money in it. And yet pretty soon you know all the names and quite a few of the faces.

Don't get mad at your dealer. In Arizona we depend on Mike Carlton, and his marbles rattle around a bit. But nobody has ever had my back better than Mike. He'll get you your stuff, and eventually your bill. If yer gonna go all Walmart, well, pick a different sport....

My nose wheelie is coming along a bit -- life is good!

Of course, to the OP -- sucks to have parts in limbo. Good luck and good karma, guy...

This is an understatement in my opinion.

Jim Snell is the one I would hold personally responsible for me never considering owning another GG trials bike. I had two, loved the crap out of them, and then had the Jim Snell Experience when I called Rising Sun to order parts.

His attitude and ego towards CUSTOMERS really has to be be experienced to be believed.

That's too bad, because Dale Malasek the GG importer is a great guy.