Sunday, 2 December 2012

Sad day for Vespas and Vancouver...

Vespa Vancouver - Urban Wasp - is closing! That really sucks!

I won't go on about it myself but will, instead, share information from the awesome mechanic at Urban Wasp. Not sure if Vespa Metro is going to be a great place to take my Vespa.

Anyway, really sorry to see them go........


A VERY BAD DAY for scootering in Vancouver.
I received this email today.
"To all of my customers,

I am attaching an e-mail I sent this morning to Kris O'hare, Piaggio's rep for western Canada. I thought you may like to know what is likely coming down the line. I don't know if you want to make this information available to the Vespa/Scootering community here or not. I think it is something that should be raised to their awareness, and I thought you may be one of the better people to do it. If not, I apologize for my incorrect assumption. Anyway, If you or anyone you choose to share this with would like to contact Piaggio, please contact customer care at the following e-mail address: customercare@piaggiogroupamericas. My fear is that it may be too late for anything to actually change, but my hope is that it is not.

I want you all to know that Ron's decision to split with Piaggio should they continue to operate with Vespa Metro (Metros contract is currently up for renewal and, in my opinion based on how they operate should not be renewed) is based on an inability to run a dealership where the service department supports the whole business, and the sales department functions in an environment where they only way to sell a bike is by being willing to lose more money on its sale than Metro are. Running a sales department which functions as a break even department has gone on too long for Ron. I must say I agree. While we are not here to over charge and rip people off, nor do we lie (see Vespa Metro) or abuse our customers. I agree with competition, but losing sales and getting all the service work is demoralizing and Ron has had enough.

A few additional bits of information, which may be of interest:
Piaggios dealer agreement states that no dealer is to be within 30 miles of another dealer. This is to allow a dealership enough territory to be competitive and if managed properly, profitable.
Vespa Metro and Urban Wasp are 6km apart.
Lorenzo's (Vespa Metro's, for lack of better words "mechanic") own sister is a customer of mine, as she does not trust him to work on her Vespa (LX50 if you were wondering)

I hope you will contact Piaggio and express your position on this subject should it be positive, negative or otherwise. Please also know that it is my opinion that Piaggio is a good company who make fantastic products, though unfortunately in this case have chosen not to support one of it's dealers and as a result it's customers. An unfortunate decision, but hopefully one which you can sway.

I want everyone to know that, should this end here and Urban Wasp closes its doors, I appreciate all of your patronage; and to have had the opportunity to get to know all of you and work with you over these last years. I do not care if word of this gets to Ali or Lorenzo. I do, however want the message to be known that it is not Vespa Metro that has won, rather Piaggio and you, its customers who have lost. Lastly; if nothing happens and I or another competent technician no longer exist as an option for service and support, sell your bikes now, before there is only Vespa Metro to choose from for service and parts in Vancouver (just my opinion on the situation which approaches).

Regards,

Will Brydon
Service
Urban Wasp

________________________________________
From: William Brydon
Sent: Wednesday, November 14, 2012 10:10 AM
To: kohare@********************.com
Subject: Urban Wasp

Kris,

Ron spoke with me yesterday, and my understanding is that you have decided not to take any action to have Piaggio sever ties with Vespa Metro. This is of course the opposite of what I understood was the planned course of action of Piaggio. That said, everything I was told and lead to believe was based on very informal discussion.

I would, however ask you to reconsider your position. As a result of Piaggio continuing its relationship with Vespa Metro, my understanding is that Ron Hillman will be forced to sever ties with Piaggio at this time. If that happens, please consider that for the last several years, My service shop has been a fielding ground for endless complaints with regards to the business practices at Vespa Metro. The complaints are primarily to do with there service department, though they span well beyond that into sales practices, racially charged remarks to customers, parts complaints and many others. I have in this last year started to direct more customer complaints to Piaggio. Perhaps I made this decision too late in the game, but do know that once Urban Wasp is no longer an option, Piaggio will receive all of the complaints.

The complaints and issues I have encountered include them having submitted for a recall which they had not done, damage done to customers units while the customer was present, loss of customers property (keys - with immobilizer, helmets) racist remarks to customers, among others. I pride myself on the service department for which I am responsible. It is a shop which has the necessary tools and equipment (tire machine and balancer, hoists, diagnostic tools - P.A.D.S.,) and staff capable of using it to diagnose, repair, customize and accessorize customers vehicles as requested. Having a shop like this takes time and commitment to develop. While metro has had plenty of time, they have never had any noticeable commitment to building up a quality service department to take care of customers and their vehicles. This includes tasks such as valve clearance inspection, which I know Vespa Metro do not and can not do; a task which is called for as regular scheduled maintenance. I have many loyal customers. Several who have followed me from before my time with Piaggio's range of products. My service department is often quoted when customers are selling their vehicles as it has a well earned reputation for top quality work. Customer satisfaction, and customer confidence in the product (which includes customer retention when they are looking for their next vehicle) are all points which my service department has excelled at. Considering this statement, please consider that one of my current customers who only last year purchased a Vespa GTS300 Super(from Urban Wasp) first came to me with a question about an oil leak on his then only 4 month old LX150. His question was: "do all Vespas really leak oil if a side stand is equipped?" as he was told this was the case by the selling dealer (Vespa Metro) I replied with the truth which was, of course, "no!" and promptly replaced the leaking sump cover gasket on his bike as a warranty repair. Had I not taken the time to do this and instead opted to lie to him to save myself a 40 minute repair job (which I was paid for by warranty) This customer would not have purchased the 300 he did last year. Were Ron to close this shop, it will be some time before Piaggio will have a shop in Vancouver capable of dealing with their customers needs in a professional manner. Know that it is my feeling that many owners of Piaggio and Vespa scooters will simply sell their bikes rather than deal with the situation this will create (I know several customers who will not go back to Metro ever) If the market is flooded with people selling their Piaggio products because parts and service has become as frustrating as I know it will, there will be less incentive for new customers to buy new products as there will be entirely too much used product to choose from. Of course dissatisfied customers will spread word of their issues and that will of course drive customer confidence in the product down as well.

The above case with the customers LX150 is one of many I can quote and also back up with photographs and other documentation of what occurred. Please consider that in the absence of Urban Wasp, customer retention would likely be non existent were Vespa Metro the only dealer and were they to continue in the same manner in which they have up to this point. Please also consider the volume of customer complaints which would be directed to yourself and Piaggio were Urban Wasp not to continue.

Consider the opposite; what loss could you claim other than a number of dealers on Piaggios dealer network (the same loss would exist should Urban Wasp sever ties) should Vespa Metro lose their dealership status.

I understand that there are several steps to closing a dealership. That said, there is no distributor for motorcycles which I know who would knowingly allow a dealer continue to operate in the manner Vespa Metro has for as long as they have with out taking action.

I am more than happy to elaborate further on this subject should you wish to discuss this matter further with me.

Regards,

Will Brydon
Service
Urban Wasp



6 comments:

bob skoot said...

Dave:

I have experienced "first hand" the abuse from Lorenzo, the service manager at Metro, when he was working for the predecessor to Urban Wasp.

I would never deal with him nor would I ever go into any establishment where he worked.

without Urban Wasp I would never consider purchase of a Vespa, EVER.

they are probably the best Vespa Dealership in Canada it is a shame to see them close

bob
Riding the Wet Coast
My Flickr // My YouTube

David Masse said...

Dave that's really too bad.

You blog post was re-posted on Modern Vespa:

http://modernvespa.com/forum/topic108237

All the best for the holidays!

d.

SkiMama64 said...

Well i called Metro Vespa last week when some yahoo backed into my parked Piaggio Fly, but he did leave his contact info. I called the service dept. and told at least 3 1/2 weeks to get an appt. It is my main vehicle and drive daily....know any other mechanics that can adequately service our beloved scooters in Vancouver. I live in Kits and was only 5 min. from Urban Wasp where I bought Scooter. Thanks....Sandra T.

SkiMama64 said...

Well now that Urban Wasp has closed and someone knocked over my parked Fly the other day, I needed to have a service person take a look asap. Almost 4 weeks to get an appt.
Know any other mechanics, anyone?

Alex said...

Where is the best place to get a vespa serviced now? I purchased my vespa from Urban Wasp and Will was the best mechanic!

Ole Eldor said...

me too.
anyone confident to swap out a gear shift cable for me on a 69 vespa? 15-30 minute job. Im downtown. If you can, or know someone who can, and is willing, please help. -Ole. seven seven 8 eight 8 three 8 two 4 six