Devol Customer Service
Posted January 17, 2003 - 06:04 AM
I got a call from Michele Versteeg asking for an address and she is shipping me a new set for free. I got more than I asked for and to me, that's customer service!
Posted January 17, 2003 - 01:03 PM
Posted January 17, 2003 - 05:29 PM
I have also had good response from the Devol customer service. Michele has always been prompt in returning my phone calls and Ted Devol has even taken the time to call me personally about parts for my YZ. I have never had an owner of a company call me in the evening about my bike. That is service!
When I get my frame guards, radiator guards and billet gas cap, I'll post some pictures so everyone can get an idea of the quality.
Posted January 17, 2003 - 06:02 PM
Posted January 17, 2003 - 06:38 PM
Original email to Devol:
To whom it may concern,
I had the Devol rear disc guard mounted to the swingarm of my XR600R and came back from a poker run to find it had disappeared! The mounting bolts were there, along with a small fragment of the guard, but the rest has vanished. this a common failure? I have the Devol front guard and skid plate also, just wondering if they will crack under pressure too? Come on Devol, I thought you made the good stuff!
Ted Devol's Response:
Regarding your letter about the rear disc guard on your XR 600. These rear guards seldom just fall off. It is likely you tagged something hard enough to blow it off of there. It probably saved your disc. We have been reluctant to build the billet shark fin because we have found that the mounting tab that mount the disc guard to the caliper carrier, brake off with a good hit on the guard. With ours the guard may be destroyed but not the $120 caliper carrier. With the billet shark fin, you loose the $90 fin and wreck the $120 carrier. No we have never had a front disc guard fail and very few skids have failed. Yes some fail but you should see what they look like. They did their job.
My unanswered reply:
The major issue I have with Devol and the rear disc guard is that I spent money to protect a valuable part, my disc. The mounting tabs on the guard failed and now I am out the guard and have a bent disc. Overall, I got screwed in my eyes. Your company took a whole two weeks to respond to my email, then had the nerve to say, "It probably saved your disc." Sorry, but if the tabs give way the disc is going to be damaged. Also, the object that hit the guard did nothing to slow the bike, I did not even feel it. My buddy told me the guard flew off, probably from a rock flung up from the front tire (not a huge impact). My question is why not build these guards twice as thick? There is room for clearance and I would probably not have lost $35 in a guard, plus however much the disc will be to replace. I was once a customer of Devol, I have/had front and rear disc guards and a skid plate from your company. Now, after the service I have received, I can't see any reason to return to you for products or recommend you to others. I am a moderator for www.thumpertalk.com and am asked periodically to recommend products and stand out companies. This recent experience with Devol has changed my opinion of your company, there are many new companies that provide quality parts and quality support. I will support companies that put the customer first.
Never again will I buy from this company, if for no other reason they will not respond to their customers.
Posted January 18, 2003 - 07:19 AM
I am also not defending Devol with regards to your experience. Being a moderator, if you think their products are so bad, why haven't you removed their items from the Shop TT Now section???
I have smashed various guards off of bikes I have had in the past. I have no doubt it is due to my riding style and desire to go fast in sections that are questionable. I have no fantasies about my radiator guards, hand guards, skid plate, disk guard, etc. with regards to them being indestructable and saving my bike through any situation. I buy these items to give me a little more protection than what the bike comes with stock. I fully realize that if I'm flying and hit a rock or log, I may damage, destroy or lose these parts.
Posted January 18, 2003 - 08:41 AM
As a moderator, you are probably aware of the policy at TT not to slam companies. Your opinion is valuable, however, it is hearsay and not supported by the TT owners, who I am sure would value advertising dollars from Devol. As you may also be aware, the reputation and value that TT offers the public relies on the support from industry leaders. It is often difficult to attract corporate interest in a hostile environment, especially when the hostility is directed from a "moderator". In the future, I suggest that before posting an e-mail conversation with a customer service department, that you consider the long-term effects that such correspondence has on TT and it's ability to generate a viable business.
Posted January 18, 2003 - 05:29 PM
Posted January 19, 2003 - 08:32 AM
the message could have been softened a little to get a
positive response...or not; whatever
but it is unprofessional to use this board ( business )
as leverage in a personal matter. dollars and support issues
are at stake here; not just one mans ego. a stunt like this
can drive off potential support
i cant throw my bosses name around to get my way (id get fired),
so i guess im just jealous
Posted January 20, 2003 - 04:49 PM
I was told it was returned by a customer that said it failed. The bottom you could see had several big gouges where the metal was pealed back probably by a rock. DeVols engineer figured it would take a force of over 4,500 pound to bend like it did. Looking at where the biggest gouge was I would say that it did not fail. The plate saved the rider a center case job. The teenager refered to in another post is Mr. DeVols son. He has been in the suspension area for 5 years that I know of and is great. He and his father are always available to help with tuning at their awsome test track for all their customers.I am always impressed with their fine tuning abilities.
The DeVol Engineering crew is highly respected in our area. Don't let a jealous person pursuade you otherwise. Mr DeVol has done a great deal to help build and keep tracks going around here. Wrestling with the government along the way.