Hello all and apoligies for the complete lack of text since my last post.
I have been busy! So to make up for it, here’s a ridiculously long post for your viewing pleasure:
On Monday 24th March, I had a crap end to my day at work. I finished at around 5:30pm and got all my gear on, rucksack and got my helmet and gloves, but couldn’t find my key.
Then I found it after 30 minutes of faffing around in my winter gear in a hot office, so was in a bit of a state. Then I get out to my bike and as go to swing my leg over I hear a RRIIPPP…I take my right glove off and check the crotch as I knew exactly what had happened. Big rip where one material was stitched in to the other. Funny that! (see this post)
Here’s a wee quote from that post:
Here’s hoping the “Pro” range will last longer than 9 months or even 2 weeks!! We’ll see.
Well I got them in September and it’s now the end of March…that is…..(where’s my calculator!HAHA!) 6 months. Now I was really angry, but after ripping the crotch, I didn’t have a melt down at all, actually I was pretty surprised at myself. I just got on the bike and said so what, Ill just take them back and the boys at Scott Murray will help me out. But I tell you what, by the time I got home it was a different story. It just so happened to be 1*c and the hole acted as an air-vent…=extreme freeze.
If you read that linked post, you’ll see that i have already had my fair share of RST stuff failing on me, and every time something failed I just took it back to SM and they either returned it, replaced it or refunded me. So usually I wouldn’t be too upset and go see the boys. But I had enough this time, and was so disappointed this time, with the Pro Series as well, that I wrote a letter to RST!
Now after my last attempt at a letter about my misfortunes, you would have thought I didn’t think a letter would do much good…and you’re right! But I didn’t know what else to do because I was so fed up with this RST problem that I needed to do something.
So I set about writing a letter, perhaps a few pages long and I wanted to achieve an overall feeling of disappointment with it. I tried to document exactly what my experience with RST has been like and show them where they are perhaps falling short of the mark.
2 hours and 4 pages later, I had finished. I never realised up until now just how much trouble I had had with the RST stuff! Well at least it was all in black and white now.
I let Blair proof read it and I saved it ready to be printed and posted first class recorded the next morning.
A wee excerpt for your viewing pleasure:
“…Since January 2007 I have had an Electric Jacket whose zip fell off, 2 pairs of Syncro Plus jeans that detached themselves from themselves, a Cruz Leather jacket which I sold because the collar bugged me, 2 pairs of SRT6-7 gloves which fell apart, 2 Pro Series Paragon Jackets one of which broke, a set of Pro Series Paragon jeans which have now burst and a pair of GP Pilot gloves, which are excellent by the way. I am 100% chuffed with them so far and they seem to be of great quality. If you total all that up, I have used around £500 of my hard earned money, with my girlfriend adding another £200 on to that, include another set of RST gloves for her and we are looking at around £700 of RST products that have either failed or are failing.”
So that was that!
I printed it out on nice paper, got a “Do Not Bend” envelope and posted that bad boy off to MotoDirect, the address of which I got off of the RST website under UK Distributor. I had no idea if this was even an office or anything, but there wasn’t anywhere else I could post it, so I marked it for Customer Services and off it went!
Saturday came and I headed to Scott Murray to let them know about my trousers. It was Blair and I, and I was looking forward to telling the boys I had sent a letter to RST.
As we entered the shop Ian immediately said “Mr Fraser!” He mentioned he got my email and I was like “What are you talking about?”
“The email that you sent to RST!” I didn’t send Ian a copy of it, so how the hell did he know about it!?
“Yeah, the letter you sent!”
“I didn’t send you it, did I?”
“I’ll be with you in 5 minutes I just have to see to this customer here.”
Fair enough I said and Billy was just coming off the phone. Good chat ensued and I showed him my trousers. He said that unfortunately RST have changed their returns policy and I would have to return them. Fair enough I said, but I needed a pair of trousers to get to work in. Billy showed me some leathers stuff, all nice but a bit out of my price bracket @ £260. I didn’t want to buy any more textile trousers as then I would have 2 sets when my broken ones returned.
Anyway we had a chat and Billy left to sort out the duff trousers. Then Ian came along and we started chatting about the whole RST letter deal.
It turns out that Ian was actually down at the RST HQ last week, and he was actually standing beside the manager when a girl from marketing/customer services handed him my letter. As he started to read it he noticed “Scott Murray Motorcycles, Dunfermline” in the second paragraph and said to Ian, “Here, you’re in this letter!?”
Ian had a look and immediately said “Ah Gordon! I know him!” then continued on reading the letter. Ian said that he agreed with everything and that the manager also read it and agreed with all of it as well! He said the manager was actually really pleased to have received a letter about his RST stuff!
After reading the letter the manager went down the list of stuff I had had from RST and he was like “Electric jacket, yep, agree with that, Syncro jeans, yep, agree with that…” Ian then told the guy, “This guy rides his bike 24/7, so he knows what he is talking about.”
WOW! I don’t think that one could imagine a better scenario when writing a letter of complaint. I mean, here’s the manager bloke of RST, having a meeting with the owner of my local shop, my letter comes in with the local shop owners name in it and they both read it and agree with everything! MEGA. Blair still can’t get his head around it.
Ian then mentioned that he went to the various departments within RST and they all had my letter and mentioned to Ian that he was in it! He was laughing saying he was fed up hearing about it by the time he was done! HA!
I was gobsmacked! How perfect could it get!? Well I tell you, Ian then said that all the various departments were all going to get together and putting their heads together to offer me up a solution and that they would definitely be getting a letter out to me asap!
I couldn’t believe it! We laughed about it for a bit and then me and Blair went to look at some gear. Billy came up and said that the trousers would get sent off Monday and that it should take around a week to process…then he stopped mid sentence and said “actually, I will put a note on it that these are your trousers and I’ll hand them to the UK rep who can get them pushed through quicker”
Brilliant!
Even now I am still amazed at the unbelievable chance that Ian was visiting RST on the day of my letter arriving. I mean he could have visited the day before and they would have known nothing more about it. But because Ian was there to say, I know this guy and he is telling the truth, it made the impact of my letter 1000% better! The universe aligned and it was like it was meant to be.
I joked with the boys that I had bigged their shop up and Ian said cheers for doing that, its great! Billy was even more chuffed as I gave him a special mention! Giving a tiny something back to the boys who have given me so much.
So there you go!!
Over the weekend, despite having food poisoning, I managed to purchase some Puma Desmo 800 GTX boots and some Hardas Elite Kevlar jeans. I will post some pictures up when they arrive!
Thanks for reading this ridiculously long post, but I appreciate it!
Ill keep you up to date on what happens with RST and what the outcome is!
Cheers
Gordon
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