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Discussion Starter · #1 ·
There was another post here about Desmo Racing, and well I'm going to keep it going about pure-ducati.com. Last thursday night I bought a power commander III for my 2002 M750 IE. I am aware there is none specifically made for that year and model, but I spoke to the senior factory certified tech from a local Ducati dealer I take my bike to for service, and he told me the power commander for the M900 will work on my bike.
I bought that one and didnt receive a system generated point of sale receipt, but did receive one that said there was a problem processing my credit card. I sent an email asking about this, and that I was considering canceling the transaction out of caution.
The next day, Adrienne from Pure-Ducati emailed and stated no receipt was sent, because they do not work 24 hours a day. I said, "Ok" and asked for expedited shipping. I was told the item was not in stock, and they had to order it first. Fine.

Last night, I received the Power Commander, and it didnt fit my bike's ECU connections. No problem, I can just exchange for the 2003 M620ie and download maps for the M900.

I emailed requesting an exchange, and was told by Adrienne once again, that I should have asked them first, instead of just speaking to someone. Adrienne then told me that they never allow exchanges on electrical parts, and if I tried to install the part, they absolutely cannot allow a return or exchange. Then was told, the parts manager will allow an exchange, for a 25% restocking fee. On a $350 part, thats about $70; and all i want to do is exchange for another one.
I was also told that their system does not send receipts because it could easily go to my spam folder, and lastly it was held over my head how they expedited the shipping at no charge to me. I didnt ask for no charge shipping, i would have paid for it.

Ok, on their website, restocking fees only apply to specialty orders. It also states nothing about no-returns on electrical items, and clearly states all online sales can be exchanged within 30 days for similar items. I responded to Adrienne and advised of this, and was told the receipt for the purchase clearly states otherwise.

Ok, so in order for a customer to be aware of the return policy, you must first purchase the item, then you will know. The part i ordered was not a specialty part, and did not say anything about being out of stock on their website.
My message here on this ordeal, is beware of who you buy from. I have bought plenty of parts from TPO Parts, California Cycleworks, Gotham Cycles, and Houston Superbikes. I've spoken to Allan from TPO about technical specifications and performance issues possibly related to parts I bought, and Allan was gracious enough to work with me personally. Chris Kelly from CA Cycleworks is great; he too has offered me suggestions and allowed returns no questions asked. I should have trusted myself on this, at least my credit card will allow me to contest the transaction (done). :kaioken:
 

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Back in the days when you wanted your HD RL/knuck/panhead motor rebuilt you had to deal with guys like AD because they could treat you like shit. Where else were you going to go?. And after dealing with those guys like the 10th visit you received no more shit but seen it happen to the next guy who came in.

With the interweb and vendors drop shipping you could go through almost anyone to get the same part. So those guys over at Desmo Racing are just shooting them selves in the foot with bad attitudes/ business practices.
 

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Discussion Starter · #4 · (Edited)
I feel your pain, as I stated in my rant about desmo-racing; when things don't go as planned, shit hits the fan pretty quickly.

Customer care, a thing easily forgotten on online purchases. Posts like this will remind them, the hard way. ;)

Hope it works out in the end for you.

Good-luck.
This is the most recent response I received from them this morning:

With all due respect, had you told us what type of motorcycle you had we would never be having this conversation. Just because you asked a “Senior Ducati Mechanic” does not mean he is a senior Power Commander specialist, as clearly he is not. (We have senior Ducati mechanics here as well, and trust me, they are not right about everything either) If he was a good mechanic (or truly cared about you as a customer) rather than tell you what he ASSUMED would fit, he would have gone onto power commanders website and looked it up. In which he would find out that there are NO available power commanders for a 2002 Ducati 750ie. (620, and 800 yes, 750 no).

Funny as my rep happens to be in the store right now, and he too checked for a power commander for your bike, and unfortunately there is none. He also will not confirm whether the 620 or 800 is compatible, therefore I will not switch you to one of those, because then we are going to have two PC that we can’t return.

He did HOWEVER say, if you can send it back to us in the original power commander box (inside of a shipping box of course) and it does not look like it has been installed that he would return it for you even though they will probably deny it and send it back to us. I will eat the restock since I have to agree with you if it wasn’t on that part of the site it’s not fair that it’s on only the physical receipt.

  1. The automated receipt could have gone to my spam folder? Are you really going to suggest this as a method of justifying why your system is not capable of sending a receipt?
(Everyone else gets a receipt, I am not a technology specialist I cannot answer for why you didn’t get the automated one.)

  1. This wasnt a specialty part, it was advertised on your website, and it did not say it was not in stock I was not well aware you had to order the item, until you advised me after I made the purchase.:
(Availability is pretty clear on the site….)

Being misquoted is something I dont appreciate. I said Factory Certified Senior Ducati Technician, who also confirmed there is no power commander for my bike, and recommended the M900 Power commander. I've literally wasted two hours this morning dealing with this mess; contesting charges with my credit card, emailing and arguing with them back and forth over this. Now they are guilt tripping me that they will "eat the cost" because if they try and send it back, Dynojet will probably deny the return.

I'm not even asking for a refund, only an exchange. I'll send it back, and I wont feel bad about it either.
 

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Discussion Starter · #5 ·
Back in the days when you wanted your HD RL/knuck/panhead motor rebuilt you had to deal with guys like AD because they could treat you like shit. Where else were you going to go?. And after dealing with those guys like the 10th visit you received no more shit but seen it happen to the next guy who came in.

With the interweb and vendors drop shipping you could go through almost anyone to get the same part. So those guys over at Desmo Racing are just shooting them selves in the foot with bad attitudes/ business practices.
Agreed. And even moreso here because these guys are not a big retailer like Amazon, in their own words. Amazon can afford complaints, small online stores cannot.
 

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Wrong message conveyed here. The correct message should be: Do your research and don't buy a part that's not made for your bike.

Take this as a lesson to buy the correct part in the first place. Modifying a bike requires research. Without research, sooner or later it will come back to bite you if you don't know your stuff.

People like you really abuse return and exchange policies to the max. Remember it's a privilege. In other countries, such a policy don't even exist because of people like you who abuse it too much.

Let's take a look at the facts:
FACT: You have a 750 and bought a part not even designed for your bike. At this point any thing you do further should be at your own risk and discretion. You did not do your own research and claimed that a Ducati tech said it should fit. So you buy the part "to try it out" because you can just return it anyways.

RESPONSE: They said no, not unless you own up to your mistake. You cheap out and instead you try to defame them over the internet.

You might have plenty of time to dick around with company but let's be fair. IMO the company seems to be the victim here. They are a small company with business to run. People like you basically make them pay out of their own pocket to satisfy your fantasies and curiosities. Who wants your used part after you've messed with it and who would know what you've really done with it? Hell you might even have the ability to replicate it and save yourself your hard earned money because of their policy.

Yes, there is fault on both sided. Yes they could be a bit more professional. But keep in mind that is a company that needs to make money to survive. Online stores can't afford mailing things back and forth simply because you wanted to "try something out" and "see if it might work." This isn't your local wal-mart. Customers like you are by far the worst type that any company would want, even for Wal-Mart.


In my opinion I think you should just pay the restock fee, own up to your OWN mistake, and move on from this.

/endrant
 

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Or if you have to be an ass about it you might as well make the Ducati tech pay for your mistake.

Why are you making a company pay for your own mistake? And by pay I mean $/hour. This company is wasting time emailing back and forth with you over a mistake you chose to make yourself let alone the shipping costs and operational cost associated with this whole ordeal.

At the end of the day: You CHOSE to make this mistake, no one forced you to.


I personally wouldn't exchange another PC with you based on the fact that there is simply none made for your bike. I'm quite sure if you contacted the company before hand asking for a 750 PC they would not conducted business with you. You're just basically whining here that they won't pay for your "experiment" and let you dick around with their brand new products until you find the right one. You simply can't make something work that is not supposed to. If you know how, good for you, but do it at your own expense.
 

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Discussion Starter · #8 ·
Or if you have to be an ass about it you might as well make the Ducati tech pay for your mistake.

Why are you making a company pay for your own mistake? And by pay I mean $/hour. This company is wasting time emailing back and forth with you over a mistake you chose to make yourself let alone the shipping costs and operational cost associated with this whole ordeal.

At the end of the day: You CHOSE to make this mistake, no one forced you to.


I personally wouldn't exchange another PC with you based on the fact that there is simply none made for your bike. I'm quite sure if you contacted the company before hand asking for a 750 PC they would not conducted business with you. You're just basically whining here that they won't pay for your "experiment" and let you dick around with their brand new products until you find the right one. You simply can't make something work that is not supposed to. If you know how, good for you, but do it at your own expense.
I think you are in the wrong forum here. The forum isnt about being sent the wrong product, I ordered the product based on research, knowing full well it wasnt designed for my bike. But then again, i have a 2007 Hypermotard oil cooler on my 2002 M750 that functions just fine. The issue here is the return policy stated on their website is different than what the claimed, and is different than what is on the receipt.
If you run a business and you state one thing, you better be ready to stand by your policy. If you have crap on a resume and go to a job interview, you better be ready to answer questions about it.

if you want to be a dick here about this, feel free.
 

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First: I don't understand what you mean wrong forum? A forum is meant for discussion from multiple perspectives and that's what I am doing here: Looking at this mess-up from the company's perspectives.

Second: "You order the product based on research"-What research? your research being what the ducati tech told you? That's not a very strong or valid reasoning. As I clearly said, if you know fully well that it wasn't designed for your bike, why did you even get it in the first place. Good research would indicate to you they don't fit and you wouldn't even have bought it, right?

The only answer to why you ended up buying it is to experiment with it with no intentions to commit to your purchase UNLESS IT FITS despite all signs tell you otherwise. And whenever you experiment with anything, there is a cost associated with it. You on the otherhand refuse to accept the risk at your own cost and instead give the bill to the company.

If you had consulted the company first, I am willing to bet they won't even sell you the PC. If they clearly said, "yes let's experiment together and if it doesn't work send it back to us" that's a whole different story. But they didn't

Here you simply just abusing their policy to try out a product they have with limited knowledge that it "might" work. In light of that information, even I won't let your return or exchange.

You are clearly wanting your experiment to be free but you do realize the company has to pay out of their own pocket for your experiment. It's not as free as you think it is.

All i see in your thread is you trying to hurt the company's business because they won't suck up your own mistakes.
 

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Discussion Starter · #10 ·
I think you are on the wrong forum, again because you are approaching this that I ordered the wrong product, and wasnt aware of it. It doesnt matter if that is the case or not; the return policy on the website clearly states exchanges are accepted within 30 days, and restocking fee only applies to special orders. There is also nothing on the website that states electrical products will not be refunded or exchanged.

If you have a return policy, then you need to honor it. If you cant honor your policy, then state you will not allow returns, period. This is my point, if you want to split hairs and argue nonsense, feel free. You're in the wrong forum.
 

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Yes they probably have to stand by their policy at the end of the day but two points i want to clearly point out here to conclude this thread:

1)Pure-ducati.com was the VICTIM. They did nothing wrong apart from reluctance to get bent over by you.

2)You are an absolute scumbag who abused the policy to the max, took advantage of the company, and used it to your own benefits.
 

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Discussion Starter · #13 ·
Ok keyboard commando. Tough guy lobbing insults now
 

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Definitely not as tough as you screwing over a company like that to your own benefit. It's sad to see what humanity has become.

You have exhausted your reasons to justify how you were the victim of this ordeal or your reasoning to create this thread to defame a company. Now you resort to provocation for a sissy fight when you have been exposed of your ill intentions
 

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I could see how they might be in the wrong because they're asking for things such as restocking fee which was not mentioned on the site, but that's about it...the rest seems to be your mistake from what I gather. They even offered to eat the cost of that restocking fee so you wouldn't have to pay it, so it sounds to me like they're actually trying to be nice and helpful after you got the wrong part. I'd say you're a bit harsh on them. Just because you talked to a guy who's a Ducati certified technician doesn't mean anything...not like they or even that particular guy hasn't made mistakes before...that's the risk of taking one person's advice and the risk of trying to make a part designed for a different bike work with your bike.
 
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was the part fitted (plugs connected and wires run into place) or only opened and repacked?

Fitted, plugs connected, terminals scratched or power applied.. no credit.

Box opened, items deemed not suitable, parts packed back up - full credit.

We have all bought things on the advice of others whom we believe know much better than us.

We have all fitted things that nowhere does the manufacturer state they suit or fit. Hiding behind "computer says Nooooooooo" doesn't wash in these forums. So many times here people have succesfully used something close.

Fuel pump on me SSie is actually from a Hyundai Sonata. Same pump just the screen and clamp was different.

if it is reasonably in saleable condition and not all scatched up or obviously fitted up... credit it.
 
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