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Thread: Gerbing Customer Support = Black Hole

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  1. #1
    BillMoto
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    Gerbing Customer Support = Black Hole

    I'd heard that Gerbing had good customer service, so I'm especially surprised and frustrated with my current experience with them. I had a controller that died on me. I thought it might be under warranty, so I emailed them to inquire. No response. Emailed again and still no response. So I called them and after waiting on hold for quite a while, I spoke with someone who was helpful. She verified my controller was under warranty and gave me an RMA number. I mentioned the unanswered emails and she apologized and said they are busy. (Maybe less busy taking calls if they answered email?)

    Anyway, I mailed the controller to Olympia the next day (from Seattle). That was over a month ago and I've heard nothing from them. I was really expecting them to drop a replacement unit in the mail to me right away, especially given that it's winter riding season. I've recently sent a couple more emails and even left voice messages to inquire about the status (all unanswered). This morning I tried calling again and have been listening to hold music for 25 min and getting ready to hang up.

    Meanwhile - still unable to to ride to work on those chilly mornings. Any similar experiences or suggestions on how to get a response from them??

  2. #2
    Registered User
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    Annoying predicament. You're in Seattle - did you buy it from Ride West? I know that Gerbing has been slammed with orders it's been unable to keep up with which might explain their silence. Took them a while to get a plant here in the states up and running. I bought a liner from RW recently and it took a time to come in - a month or so. Makes me think there are benefits going through dealers.

  3. 12-28-2012, 05:35 PM


  4. #4
    RK Ryder
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    Quote Originally Posted by Hammam View Post
    Nothing. I tried to call their two toll-free 800 and 866 numbers, but they don't work from Canada (how nice.)

    http://www.webbikeworld.com/heated-motorcycle-clothing/ ??
    I never used to have any luck with their 800 number but just before Christmas, I got through using 1-800-646-5916. Give it another try.
    Paul
    Retired and riding my RTs, the '87 K100 & the '98 R1100 !
    Treasurer of the Forest City Motorrad Club #159
    Knights of the Roundel #333

  5. #5
    Hammam
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    Quote Originally Posted by Paul_F View Post
    I never used to have any luck with their 800 number but just before Christmas, I got through using 1-800-646-5916. Give it another try.
    Thank you, Paul.
    Last edited by Hammam; 12-28-2012 at 11:20 PM.

  6. #6
    Kbiker BCKRider's Avatar
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    Quote Originally Posted by BillMoto View Post
    I'd heard that Gerbing had good customer service, so I'm especially surprised and frustrated with my current experience with them. I had a controller that died on me. I thought it might be under warranty, so I emailed them to inquire. No response. Emailed again and still no response. So I called them and after waiting on hold for quite a while, I spoke with someone who was helpful. She verified my controller was under warranty and gave me an RMA number. I mentioned the unanswered emails and she apologized and said they are busy. (Maybe less busy taking calls if they answered email?)

    Anyway, I mailed the controller to Olympia the next day (from Seattle). That was over a month ago and I've heard nothing from them. I was really expecting them to drop a replacement unit in the mail to me right away, especially given that it's winter riding season. I've recently sent a couple more emails and even left voice messages to inquire about the status (all unanswered). This morning I tried calling again and have been listening to hold music for 25 min and getting ready to hang up.

    Meanwhile - still unable to to ride to work on those chilly mornings. Any similar experiences or suggestions on how to get a response from them??
    Check out the thread "Gerbing Jacket or Liner" in this Gear forum and start with post #26. You won't have to scroll down very far You will find you are far from alone in your frustration with Gerbing.
    Doug
    1992 K100RS

  7. #7
    2011 R1200RT ka5ysy's Avatar
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    The "Warm-n-Safe" people are great to work with, and make a nice product.
    Doug, 2011 R1200RT Polar Metallic
    MSF #127350 NAUI #36288

  8. #8
    Club President gsjay's Avatar
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    I also emailed about a broken controller ................

    Told that it was out of warranty and could not be fixed unless it was just a defective plug.

    I email back asking how to return it.

    Have never heard back from them.

    I am also very dissapointed in there customer service. Will consider other brands for the next purchase.

    Jason
    Jason Kaplitz
    Johnstown, Pa
    Laurel Highlands BMW Riders #294

  9. #9
    OldBMWMaster JDOCKERY132445's Avatar
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    I applied for the job

    Gerbings posted that they needed someone in the NC plant; so I submitted my application;

    I am interested in a marketing position. If you will supply me with an email, I will send you a copy of my resume. I can promise you that I will return all emails and phone calls; something you cannot say about your current team. Jerry Dockery 910-262-2843
    Jerry Dockery
    309 N. 3rd. Ave.
    Kure Beach, NC 28449
    1996 R1100RT main bike & 1985 K100RS...too fast to believe.

  10. #10
    Hammam
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    They're having huge communication issues

    I finally got in touch with Gerbing's new CEO, Tom Nolan. He replied that, apparently, when they recently bought the compagny, they inherited major issues with their communication systems, emails, telephones... What he calls ?½Bad legacy technology issues.?? That seems to me like a lot of problems when nothing, and I mean, nothing works for weeks, but maybe. Mr Nolan says that they're investing a lot of money to fix the issues, hire people and what not. I suggested they also put a big warning on their Web page.

    Let's give them the benefit of the doubt, and monitor how things will improve in the near future.

  11. #11
    Rollin' by the River R1100rtp's Avatar
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    Quote Originally Posted by BillMoto View Post
    So I called them and after waiting on hold for quite a while, I spoke with someone who was helpful. She verified my controller was under warranty and gave me an RMA number. I mentioned the unanswered emails and she apologized and said they are busy.
    Anyway, I mailed the controller to Olympia
    next day
    Meanwhile - still unable to to ride to work on those chilly mornings. Any similar experiences or suggestions on how to get a response from them??
    Bill:
    If the controller is not repairable, they are probably waiting for the next shipment, which is due in mid-January. When you're calling, I'd recommend calling 360.357.1110 X317 or emailing Lynda@gerbing.com. She's in WA not NC.
    Ride Hard, go far, and keep smilin...

    Karol Patzer, Ambassador, 2014 BMW MOA Rally Chair
    Visit St. Paul July 24-27, 2014

  12. #12
    Registered User lbarbee's Avatar
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    Gerbing Customer Support = Black Hole

    I recently replaced my gerbings with powerlet.
    The powerlet is very well made, as was my original gerbings.
    Lynn
    2008 BMW R1200RT (most fun you can legally have)
    2002 BMW R1150RT
    2008 Kawasaki Versys

  13. #13
    Alps Adventurer GlobalRider's Avatar
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    BMWMOA Product Evaluations

    Lets hope your and the dismal experience of others are brought up the next time the MOA Owner's News publishes a Gerbings Product Evaluation.

    Past customer service should be part of those.

    That would at least make those Product Evaluations useful to some extent.

    As for a controller failing, properly designed electronics are extremely reliable. Did the Product Evaluations department check to see if the controller is short circuit and reverse polarity protected...I doubt it. Did they dip it in water for 30 minutes? You need to start with people that have technical knowledge if they are going to do evaluations.

  14. #14
    Registered User DasBoot's Avatar
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    Quote Originally Posted by lbarbee View Post
    I recently replaced my gerbings with powerlet.
    The powerlet is very well made, as was my original gerbings.
    +1 I switched to Powerlet a few years ago, I like the build quality of their jackets and controllers better then Gerbings especially their latest offerings.

  15. #15
    Registered User lbarbee's Avatar
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    Gerbing Customer Support = Black Hole

    Quote Originally Posted by lbarbee View Post
    I recently replaced my gerbings with powerlet.
    The powerlet is very well made, as was my original gerbings.
    In case you are wondering, the powerlet website says "designed and tested in the US".
    The liner tag says made in China.

    I hope Gerbings comes out of this. I would rather support a US manufacturer.
    Lynn
    2008 BMW R1200RT (most fun you can legally have)
    2002 BMW R1150RT
    2008 Kawasaki Versys

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