Motone USA

[JHL1726]

Has anyone purchased anything from this site: Motone Customs - USA - Quality Custom Parts for Triumph Bonneville and HD

I'm not having a good experience with them. At first, I reached out via the contact form and got a quick response, which was awesome, but I had a follow up question and was told I'd get an answer by the next day. It actually took 8 days and multiple requests to get that response. I wasn't happy about that, but placed an order just the same. Turns out I could not use the product so I reach out again to ask for an RMA number (per the site policy on returns). It has now been nearly 3 weeks and I've not received any sort of response to multiple messages. At this point, I have to assume the person I was dealing with (listed as the own) is willfully ignoring me and has no intention of honoring their return policy.

My experience was bad. I purchased a cat replacement and found the connector pipes were wrong. I contacted them and was told I ordered wrong, I did not. But I offered to purchase the pipe for my bike separately and was told they were having a problems with the manufacturer. Then they just quit communicating. So I am now a lost customer.

 

[sikatri]

I don’t remember exactly which I ordered from every time, but I do know I’ve bought Motone parts from the UK shipped to the USA.

I didn’t realize there has been a break between the USA and UK company. I tend to buy where ever a party is in stock. I don’t shy away from ordering from overseas. Since the previous poster mentioned that Motone USA had issues with the manufacturer, I’m wondering who the manufacturer is. Is it Motone UK?

 

[Charp]

UPDATE: The owner finally replied and said he would give me a full refund, so I returned the package. It should arrive their tomorrow. Fingers crossed that he's true to his word.

Regarding Motone USA, I've seen a couple of references to them no longer have a relationship with Motone UK and that they're just a reseller. Interestingly, I Googled and found there's a different site with the same address in Roanoke, TX selling the same products.

https://ridinwolf.com/
Previously, I did purchase a different Motone product but it was either through AJ Cycles or Ebay, I don't recall now. Either way, there were no issues back then.

 

[sikatri]

Yes, I think the US one just resells. Glad it appears to be working out.

 

[Charp]

UPDATE: I returned the risers and the package was delivered to Motone USA on 2/12. Since then, I've messaged the owner multiples times asking when he would process my refund. It's now been two weeks with no response. At this point, it's hard not to conclude that he offerer a refund knowing he had no intention of returning payment.

Conclusion: DO NOT do business with Montone USA. The most generous characterization I can make is that the owner is an incompetent business man. I'm sure it does not require much imagination to guess what I really think of him.

 

[sikatri]

The USA company is certainly not doing any good for the UK company. I’m wondering what kind of relationship they do have being separate companies. I’m thinking the UK company wouldn’t be too keen on the negative publicity. It’s their product name on the items sold by the USA company and on the USA company. Perhaps send the UK company an email asking about their relationship and pointing out the issue you’re having and copy the USA company. It might not help much, but it might make clear to the UK company that they ought to be concerned. Negative press won’t help their sales either.

 

[Charp]

@sikatri I actually did that earlier asking if they had any pull with the US company. I never got a reply, but it's probably worth the effort to do so again given the dishonest practice. Thanks for the suggestion.

 

[sikatri]

@sikatri I actually did that earlier asking if they had any pull with the US company. I never got a reply, but it's probably worth the effort to do so again given the dishonest practice. Thanks for the suggestion.

Exactly. At least you’ve let them know that their products are getting a bad rep due to poor customer service.

 

[brooke]

Exactly. At least you’ve let them know that their products are getting a bad rep due to poor customer service.

Wow ! That’s quite a runaround. I got my decat direct from the UK , it was cheaper and I had it in a couple of days . Had an issue with my German street fighter bars , that’s what they call them , bought them from a UK company and they sent the incorrect bar end mirror stuff . I don’t know squat about this stuff , no mirrors on motocross bikes , so I tried to make it work by shortening the bars a little . Not good . Anyway they gladly sent me new bars and the proper end mirror thingys post haste .
So my experience with the Brits is good . I’ve been over there and talked to a few of them . They’ve gotten over the loss you handed them a couple of centuries ago in that special military operation so don’t be afraid to order direct .

 

[sikatri]

Wow ! That’s quite a runaround. I got my decat direct from the UK , it was cheaper and I had it in a couple of days . Had an issue with my German street fighter bars , that’s what they call them , bought them from a UK company and they sent the incorrect bar end mirror stuff . I don’t know squat about this stuff , no mirrors on motocross bikes , so I tried to make it work by shortening the bars a little . Not good . Anyway they gladly sent me new bars and the proper end mirror thingys post haste .
So my experience with the Brits is good . I’ve been over there and talked to a few of them . They’ve gotten over the loss you handed them a couple of centuries ago in that special military operation so don’t be afraid to order direct .

Actually, I’ve ordered direct from the UK one. Never had a problem. The OP bought from a USA company that apparently aside from the name are not the same. I have absolutely no problem ordered from UK for Triumph parts, custom or otherwise. On a side note, I’ve bought from Thailand as well.

 

[Charp]

RESOLUTION: I reported this issue via PayPal. Their process is that you first message the vendor via their system and give them up to 2 weeks to reply. After about 10 days with no response, I escalated it to a complaint, which prompts PayPal to conduct an investigation. Almost a week after that, the owner refunded my purchase. Now I have to wait 7 - 10 days for PayPal to put the money into my account. What an ordeal!

BTW, I did reach out to Motone, UK twice and never heard back. I don't know if they did anything about it, but I have to assume they did not since I never received a reply. I gather the UK outfit is reputable, but it's bad form not to reply in a case like this.

 

[brooke]

RESOLUTION: I reported this issue via PayPal. Their process is that you first message the vendor via their system and give them up to 2 weeks to reply. After about 10 days with no response, I escalated it to a complaint, which prompts PayPal to conduct an investigation. Almost a week after that, the owner refunded my purchase. Now I have to wait 7 - 10 days for PayPal to put the money into my account. What an ordeal!

BTW, I did reach out to Motone, UK twice and never heard back. I don't know if they did anything about it, but I have to assume they did not since I never received a reply. I gather the UK outfit is reputable, but it's bad form not to reply in a case like this.

Agreed , poor customer service is the worst . I worked in retail and service all my life , then had my own business for 25 years . Always found it very easy to make customers happy , some people just don’t have a knack for it .

 

[CarlS]

RESOLUTION: I reported this issue via PayPal. Their process is that you first message the vendor via their system and give them up to 2 weeks to reply. After about 10 days with no response, I escalated it to a complaint, which prompts PayPal to conduct an investigation. Almost a week after that, the owner refunded my purchase. Now I have to wait 7 - 10 days for PayPal to put the money into my account. What an ordeal!

BTW, I did reach out to Motone, UK twice and never heard back. I don't know if they did anything about it, but I have to assume they did not since I never received a reply. I gather the UK outfit is reputable, but it's bad form not to reply in a case like this.

I'm glad you are getting your money back.