Service test: customer support helmet provider

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Service test: customer support helmet provider
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Helmets

Service test: customer care helmet provider

Service test: support from helmet providers
Customer service from helmet suppliers

Helmet on, flap closed and gone? MOTORRAD has done undercover research at 18 well-known helmet brands to see how customer service is doing. In the sights of the testers: the quality of advice on questions about the helmet.

Jorg Lohse

11/22/2012

If you don’t ask, you stay stupid … Do you remember the line from the song “Sesame Street”? Somehow one seems to have been trimmed for the service society from childhood: questions, problems – there are none. Call the hotline and they will help you. But is it really that simple? MOTORRAD has already examined the service in the two-wheeler business several times. A good year ago, the quality of advice given to motorcycle manufacturers and importers was under scrutiny (issue 23/2011). The result: a sobering well! Cumbersome ways to get in touch, long waiting for written inquiries. Many manufacturers and importers holed up behind a wall of silence during the MOTORRAD undercover test. And: The results do not seem to be often cited individual cases. At least that is how the tenor of the letters from readers can be summed up after this test.

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So there are good reasons to take a critical look at customer service in the motorcycle industry. This year’s service test hits manufacturers, importers and distributors of 18 well-known helmet brands in Germany. How is it with those other than buying a helmet when it comes to customer service? The test procedure rests on several pillars. The aim is to draw a comparative picture of the consulting quality of the individual companies. Before doing this, however, it should be clear where to call. Phase one of our test: get on the computer and research how you can actually get in touch with the sellers of the helmets.

Of course, you can count on a well-founded online presence in 2012, and you usually found yourself quickly on an extensive website. But it was not always clear at a glance how to establish personal contact via email or telephone. Ideally, not only had all the relevant data clearly visible behind the virtual “Contact” button, but an inquiry form had also been added to make it particularly convenient. Big bonus point in this test: Most helmet providers are very aggressive and make it easy for the customer to get the information. Only a few split the data unnecessarily, only reveal an e-mail address under Contact and “hide” the telephone number in the small print imprint. It gets particularly difficult on the website of BMW motorcycle did. Only after many cumbersome searches are the email address and telephone number disclosed for contact requests on the Internet.

While you are at it, you examine the various websites for the quality of service they offer. Of course, most providers want to sell first and foremost and therefore give product presentation a lot of space. Quite a few have recognized the signs of the times and have also provided a well-structured service department with new business. The simplest measure: a clear question-and-answer catalog (abbreviated to FAQ for “Frequently Asked Questions” in Internet parlance), where ideally the solution to your own problem is already presented.


Service test: customer support helmet provider


Aue

MOTORRAD cartoonist Holger Aue clearly sums up what the testers were mainly interested in: phone call, question – and hopefully a meaningful answer.

Other useful components are, for example, the download function for manuals and operating instructions – an extremely practical measure, especially for older helmets. For some, there is also a connection to the spare parts department: So it is no problem to quickly find a defective component such as a broken visor suspension or a worn lining. But wait: only a few have integrated an online shop, others at least supply the appropriate item number with a corresponding price recommendation, which can be ordered from the dealer identified via the area search. The German branch of the traditional Italian brand Nolan proves that the service concept can also be really entertaining in the age of viral marketing: Their specialist Detlev Korte explains tips and tricks for the maintenance and care of helmets in short video videos. A click on the Nolangroup website is also strongly recommended for some other helmet suppliers for inspiration.

Now we come to the supreme discipline in the test: Customer Konig did not find the correct answer online and is now trying to solve the problem in direct dialogue with the provider. There were three questions to be mastered; two were emailed, a third should be clarified over the phone. The question-and-answer game started easily, but got better at the end. Problem one: Motorcyclist Wilfried B. wants to treat his helmet to a wellness cure during the winter break and remembers that the seller told him at the time that he could of course wash the lining of his head protection. But how? In the washing machine, at how many degrees? Is it allowed to spin, is the dryer taboo? While you’re at it: normal detergent? Or can the provider recommend a special remedy? The majority of helmet distributors shake the right answers out of the wrist, of course, but also here with a certain spread: Some answer only with yes and no, others give tangible care tips, garnished with helpful product recommendations from their own wealth of experience (the Shoei expert: “Wool detergent”). Too easy a game? Not at all, after all, four inquiries remain unanswered.

The second e-mail was more difficult: Superbiker Claudia W. finally wants to network and is looking for the right Bluetooth headset for the helmet. But: is she even allowed to do that? She heard from her circle of friends that the ECE would go wrong with the installation. Perhaps the helmet supplier will know what to do and can even recommend a suitable device and a dealer who can do the installation. Before worried readers make the MOTORRAD service phone glow all the time: “The ECE approval regulation for motorcycle helmets (R 22),” explains our legal expert Ingo Becker, “is an internationally agreed technical construction, testing and inspection Approval regulations for motorcycle helmets. However, this standard only binds the manufacturer of motorcycle helmets, not the helmet user – that is, motorcyclists. ”Technical changes to the helmet can invalidate the ECE, but as long as you don’t make any design changes (for example by drilling holes), the question is according to ECE or not irrelevant, especially since in Germany, according to the legal text, only a “suitable protective helmet” is required without reference to the ECE. At least 13 of the 18 parties contacted have commented on the topic and were usually able to provide plausible and conclusive answers.

To be on the safe side, five providers completely refrained from answering the e-mail. Grand finale on the phone: mandatory reflectors on helmets when driving through France. Immediate expertise was required here, which many employees also had ready. And not only that: some providers were also able to pull the appropriate stickers, which are actually required under French law (“Code de la Route”), out of the drawer and send them to the holiday planner Klaus B. free of charge. If that’s not a service …

AGV


Service test: customer support helmet provider


AGV

Overall, AGV offers a good service

AGV S. p. A..,
Tel. 0039 / 0131-853011; Email: customer@agv.it;
Internet: www.agv.it/de

Contact: Without a long search, (Italian!) Landline numbers and e-mail addresses for service inquiries are displayed with one click.

Online service: Under the item “Customer Service” numerous topics on maintenance and care as well as a catalog with “frequently asked questions” (FAQs) are listed. There are also options to extend the warranty and a well-sorted list of dealers. Somewhat poor: researching and listing spare parts.

Personal advice: Both e-mail inquiries were answered in detail within one working day. The hotline to Italy also works – although there are of course extra costs for calling abroad. The advice itself remains too non-binding.

Conclusion: All in all, good service provided by Rossi’s favorite brand. Neatly sorted online presence, helpful information, quick answers. Small drawback: the expensive line to Italy.

MOTORRAD verdict: good

Airoh helmet


Service test: customer support helmet provider


Airoh helmet

Unfortunately, Airoh Helmet was unable to score with its online service.

Jopa Racing Products,
Tel. 05924/5088; Email: info@jopa.nl;
Internet: www.jopa.nl

Contact: The e-mail address, telephone number and contact form of the German importer based in the Netherlands are easy to find, but are annoying due to the English-Dutch language mix on the website.

Online service: The menu is cumbersome, but offers plenty of “content”, such as a comprehensive range of spare parts for Airoh helmets – with photos and price information, but some descriptions are in Dutch! On the other hand, there are no service or advice topics.

Personal advice: The response to e-mails comes promptly, but remains taciturn. Calls land in the Netherlands, but in Rudi Carrell slang they are answered sympathetically and in detail.

Conclusion: Due to the confusion of languages, the online service remains rather mixed – even if the spare parts research works well. The answers by e-mail are poor, the direct line works much better.

MOTORRAD verdict: satisfactory

Arai helmet


Service test: customer support helmet provider


Arai helmet

Hard-hitting competence in personal advice at Arai Helmet.

Arai Helmet Germany,
Tel. 02802/948480; Email: info@araideutschland.de;
Internet: www.arai.de

Contact: Somewhat very discreetly, under the imprint in small print you will find information on how to contact us by email and phone.

Online service: The website is confusing due to the nested structure, but is packed with lots of information about Arai helmets. In addition, there is a well-structured dealer search, the option of extending the warranty and an extensive (but English-language) list of spare parts.

Personal advice: very good. Both e-mail inquiries are answered competently in record time and with reference to the questions. The Japanese brand doesn’t make any mistakes when it comes to inquiries by telephone and impresses with competent advice.

Conclusion: Confused by the unstructured display of information on the website, but impressed by the tough expertise in personal advice. The contact button does not need to be hidden.

MOTORRAD verdict: very good

Bandit Helmets


Service test: customer support helmet provider


Bandit Helmets

Visually an eye-catcher – unfortunately there is a lack of customer service.

Bandit Helmets,
Tel. 030/30099680; Email: bandit@motorbike.de;
Internet: www.bandithelmets.de

Contact: One click on “About us” – and all the relevant contact details are displayed.

Online service: There is a lack of a clear structure, but there is no advice (care tips, technical information) or the procurement of spare parts (visors, fastenings, small parts) via the integrated online shop. A dealer directory is also available, but could use a (area) search function.

Personal advice: not the real strength of the Berlin helmet sales. Both e-mail inquiries remain unanswered. And over the phone you keep a low profile or you can’t really help with advice and action on the subject of reflector requirements on helmets.

Conclusion: Visually, the helmets are the
brand bandit quite an eye-catcher. Unfortunately, there is a lack of personal customer service. It works much better with information and service via the Internet.

MOTORRAD verdict: satisfactory

BMW motorcycle


Service test: customer support helmet provider


BMW motorcycle

The customer service at BMW Motorrad is unfortunately very disappointing.

BMW motorcycle,
Tel. 089/125016200; Email: motorrad@bmw.de;
Internet: www.bmw-motorrad.de

Contact: The corresponding button is available, but the email address and telephone number are literally hidden in the small print when a form page is called up.

Online service: The topic of helmets is prominently anchored in the BMW menu, but is only neglected when it comes to service. Information about new models can be found in the catalog, but there are no spare parts research or maintenance and care tips.

Personal advice: The e-mail inquiries are answered shortly within one working day. On the other hand, things are stupid
Attempt to contact you by telephone: The (new) service hotline is permanently manned at the time of the test.

Conclusion: The bottom line is very unsatisfactory. Cumbersome search for contact options, poor online help, no information possible over the phone. The personal answers by email are kept short.

MOTORRAD judgment: sufficient

Caberg Helmets


Service test: customer support helmet provider


Caberg Helmets

The German importer of Caberg Helmets takes good care of its wearers.

Germot two-wheeler accessories,
Tel. 06103/459100; Email: info@germot.de;
Internet: www.germot.de

Contact: exemplary. One click on the corresponding button – and all the relevant information including a contact form is leafed through.

Online service: The German importer has put together an extensive collection for Caberg helmets. In addition to new products, there is also detailed information, pictures and prices on spare parts and exchange visors.

Personal advice: Telephone advice is a bit taciturn and brittle (“Maybe there is something in retail”), the coherent, informative answers by e-mail within two working days are much more appealing.

Conclusion: Open and approachable, plus a well-stocked online presence. The German importer takes good care of those who wear Italian helmets. What is missing are general online tips on maintenance / care.

MOTORRAD verdict: good

HJC Helmets


Service test: customer support helmet provider


HJC Helmets

The personal concerns of their customers are clarified quickly and in detail at HJC.

HJC Germany,
Tel. 02131/523560; Email: info@hjc-germany.de;
Internet: www.hjc-germany.de

Contact: Quickly produced thanks to the clear presentation of e-mail address and telephone number under the menu item “Company”.

Online service: Available exchange visors are presented in detail with photos and prices, but there is no further information on spare parts or extras. The service section, on the other hand, is very good with informative videos on changing visors and sun visors (in English, but with German subtitles) and a convenient dealer search.

Personal advice: Top. Lightning-fast responses by e-mail that are personally tailored to the request, plus a courteous service man on the phone who sends the required parts free of charge.

Conclusion: A bank when it comes to customer friendliness. The personal concerns are with HJC not only clarified quickly and in detail, but also spiced up with a free delivery of the spare part.

MOTORRAD verdict: very good

IXS


Service test: customer support helmet provider


IXS

The support by phone works very well – by email it still leaves a lot to be desired.

Hostettler,
Tel. 07631/18040; Email: info@ixs.de;
Internet www.ixs.de

Contact: Telephone number, e-mail and contact form can be viewed with one click.

Online service: IXS is a full-range supplier of motorcycle equipment, the website is packed with relevant information. This also applies to all items related to helmets. From exchange visors to spare parts, everything is clearly listed with article numbers – however, there is no information about the price. The “frequently asked questions” on the subject of helmets are, however, a bit poor and superficial.

Personal advice: The service employee is well informed and highly motivated on the phone and sends the required spare part straight away by post. One e-mail is answered comprehensively, the second unfortunately not at all.

Conclusion: The customer care by phone leaves nothing to be desired, by e-mail still needs to be improved. The online help is okay for researching spare parts, although prices should also be provided.

MOTORRAD verdict: satisfactory

Lazer


Service test: customer support helmet provider


Lazer Helmets

Lazer Helmets can definitely score with personal advice.

Cima motorcycle clothing,
Tel. 08234/902363; Email: info@lazerhelmets.de;
Internet: www.lazerhelmets.de

Contact: Under “Contact” only a request form opens, telephone number and email address are hidden in the imprint, but can be found quickly.

Online service: The German importer of the Belgian helmet brand scores with a neatly set up “online advisor” for buying a helmet. In addition, almost all spare and replacement parts for the helmets can be found online – including the purchase function! The information content for care and maintenance is a bit poor.

Personal advice: On the phone you score with competent information and great willingness to help (“I’ll send it to you right away”), while emails leave a request unanswered.

Conclusion: A clear point for personal advice on the phone, plus as a joker that the required small part is sent free of charge. In the case of written inquiries, on the other hand, there is a lack of willingness to provide information.

MOTORRAD verdict: good

Marushin Helmets


Service test: customer support helmet provider


Marushin Helmets

Light and shadow with the originally Japanese brand Marushin.

Bewa motorsport clothing,
Tel. 06284/920910; Email: info@bewa-online.de;
Internet: www.bewa-motorsport.de

Contact: Clicking on “About us” provides information on the service hotline of the Marushin sales department Bewa Motorsport, the email address for inquiries is hidden in the imprint.

Online service: streaky. The listing of new helmets and replacement visors, including price information and a purchasing function, is accompanied by very general information on motorcycle helmets based on Wikipedia. Spare parts information is completely missing, and a helpful search function is missing when researching dealers.

Personal advice: When the telephone inquiry is made, the service employee does not know what to do next, but finds out quickly and comprehensively. The e-mails are answered quickly, but the information is poor.

Conclusion: Light and shadow with the originally Japanese brand Marushin. In the online area and for e-mail inquiries, small questions remain unanswered (spare parts, further information), but you are on the phone on the phone.

MOTORRAD verdict: good

Nexo


Service test: customer support helmet provider


Nexo

Contact information is extremely easy to find at Nexo.

Polo motorcycle and sportswear,
Tel. 02165/8440200; Email: info@polo-motorrad.de;
Internet: www.polo-motorrad.de

Contact: All contact options by telephone (new landline number instead of expensive 0180 line!) And e-mail are already available on the home page.

Online service: In terms of product technology, the sender of course also has a lot to offer helmets with a large number of replacement and replacement parts for their own helmet collection. Service aspects relating to the helmet, on the other hand, are almost completely hidden.

Personal advice: The answers to the e-mail inquiries come within one working day, but some of them are very poor. The hotline employee, on the other hand, quickly gets to know the specialist department and provides extensive information.

Conclusion: Exemplary access to all the information you need to get in touch. Spare and exchange parts are also quickly procured. On the general
Service can still be fine-tuned.

MOTORRAD verdict: good

Nolan


Service test: customer support helmet provider


Nolan

With Nolan’s customer service, you remain almost perfectly happy.

Nolangroup Germany,
Tel. 07159/93160; Email: info@nolangroup.de;
Internet: www.nolangroup.de

Contact: The corresponding button on the website has all the information ready. Telephone number, email address and contact form for quick online inquiries.

Online service: The “Ask Det” column is brilliant, in which Nolan service man Detlev K. demonstrates helpful maintenance and care work on the helmet in entertaining videos. There is also a download function for manuals for current and older models. Almost perfect – what is still missing is a spare parts database.

Personal advice: Det is not only available virtually, but also in real life for Nolan customers. E-mails are answered competently within one working day, you only have to pull the information out of his nose on the phone.

Conclusion: Now a well-sorted list (with price information) of all available spare parts, and at Nolan there was nothing left to be desired. The do-it-yourself videos with Nolan technician Det are a hit.

MOTORRAD verdict: very good

Probiker Helmets


Service test: customer support helmet provider


Probiker Helmets

Probiker Helmets offers top-notch customer support.

Detlev Louis,
Tel. 040/73419360; Email: info@louis.de;
www.louis.de

Contact: The 24-hour hotline lights up in a prominent position on the Internet homepage, the email address for written inquiries is listed separately in the legal notice.

Online service: not only slightly confusing at first glance. There is nothing on the subject of helmets under the heading “Service”. Nevertheless, there is a lot of information on spare parts as well as care and maintenance instructions for the own helmet label Probiker, which “hide” behind the respective products in the web shop.

Personal advice: a great achievement by the Hamburg sender. The response to e-mail inquiries is prompt and very detailed. The same applies to the friendly telephone information service with free spare parts procurement.

Conclusion: Knowing how: If you have figured out the logic, you will be fully served with a wide range of helmets. The personal customer service is top notch.

MOTORRAD verdict: very good

Romans


Service test: customer support helmet provider


Romans

Unfortunately, the old helmet brand Romer does not live up to its glorious name.

Roleff-Romer,
Tel. 02761/929307; Email: info@roleff.de;
Internet: www.roleff.de

Contact: The contact button on the website only takes a detour to the email address and the contact form. The telephone number must be searched for separately via the imprint. Better go straight to the internet shop and pick up the information there.

Online service: Here too, a cumbersome and economical infotainment system via the Roleff company website, through which Roman helmets are sold in Germany. More is offered in the shop – although spare parts are not listed separately. There are no service tips.

Personal advice: The employee first has to find out more on the phone, but cannot really help. E-mails are answered barely or not at all.

Conclusion: The old helmet brand does not do justice to its glorious name when it comes to service. The employee on the phone makes an effort, but the answer remains unproductive for the customer. The email yield is poor.

MOTORRAD judgment: sufficient

Schuberth


Service test: customer support helmet provider


Schuberth

Schuberth appears very serious, well-founded and friendly.

Schuberth,
Tel. 0391/8106555; Email: kundenservice@schuberth.de;
Internet: www.schuberth.com

Contact: A click on the “Service” field on the company website is enough to network directly with the German helmet manufacturer using the contact form, telephone or email.

Online service: Schuberth scores with a sophisticated and comprehensive service catalog, in which hardly any questions remain unanswered, from the adjustment of the sight to the repair order. Small drawback: spare parts are listed for all helmet types, but without the corresponding price information.

Personal advice: Here, too, no questions remain unanswered. The e-mails are answered in detail within two working days, and the service employee on the phone can provide reliable information straight away.

Conclusion: Serious, well-founded and friendly. Schuberth likes the well-organized service department, where a lot of questions can be answered online. It also fits on the personal contact level.

MOTORRAD verdict: very good

Scorpion Exo


Service test: customer support helmet provider


Scorpion

Scorpion unfortunately fails to answer written inquiries.

Scorpion Sports Europe,
Tel. 0800/1830899; Email: info@scorpionsports.eu;
Internet: www.scorpionsports.eu

Contact: Via the contact button you can find information about the e-mail and a telephone connection to France. However, it is not communicated that the importer can also be reached via a free 0800 number.

Online service: On the company website of Scorpion Europe there are opportunities for spare parts research, dealer research and a detailed question-and-answer catalog. However, the German translation of the information sometimes reads a bit bumpy.

Personal advice: The French accent of the service staff on the phone is charming and there is no lack of information
expressiveness. In return, both e-mail inquiries remain unanswered.

Conclusion: Free service hotline with a good level of knowledge, diverse online offer. Scorpion initially presents a solid offer of advice, but fails when answering written inquiries.

MOTORRAD verdict: satisfactory

Shark Helmets


Service test: customer support helmet provider


Shark Helmets

The personal advice and help on the Internet are exemplary – only when it comes to e-mails is Shark clearly lacking.

Shark helmets Germany,
Tel. 04108/458000; Email: sales@shark-helmets.com;
Internet: www.shark-helmets.com

Contact: The website is in German, but the contact button leads to the French headquarters of the helmet brand. German contact details (telephone and e-mail) are only disclosed indirectly in the online shop.

Online service: A real highlight is listed under the menu item “Technical Support” – operating instructions (also for older models) and an extensive video program with assistance on all imaginable care and service work on the helmet.

Personal advice: Both e-mail inquiries are not answered. First class, on the other hand, is the friendly telephone advice, which shines with in-depth knowledge and sends the necessary spare part free of charge.

Conclusion: Not only the help via the Internet is exemplary and comprehensive. Even in personal conversations, Shark is anything but snappy. Only when it comes to e-mail inquiries do you fish in the dark due to a lack of answers.

MOTORRAD verdict: satisfactory

Shoei


Service test: customer support helmet provider


Shoei

Shoei’s online presence is very convincing.

Shoei Europe,
Tel. 0211/1754360; Email: info@shoei.de;
Internet: www.shoei.de

Contact: The “Helpline” link on the German website of Shoei initially only leads to a contact form. Telephone number and contact address for e-mail inquiries can be found in the imprint.

Online service: The “frequently asked questions” are called FAQs at Shoei and are therefore also answered in English. There is an extensive archive (including older and German-language) operating instructions for this purpose. The list of available spare parts is also extensive.

Personal advice: top notch. The written inquiries are answered in great detail and competently. The same applies to the telephone request, which is also crowned with the free delivery of the spare part.

Conclusion: The online presence can score with rich service facts about Shoei helmets. Small drawback: the preparation partly in English. On the other hand, it works absolutely perfectly in person by phone or email.

MOTORRAD verdict: very good

This is how MOTORRAD tests


Service test: customer support helmet provider


mps photo studio

Question after question: the service offers tips and product recommendations for cleaning and care?

Question after question …

Contact options: a look at the website of the respective manufacturer. Where is the contact information? Is there a free hotline, an inexpensive local phone number or an expensive 0180 number? Written inquiries can be made by email or using a contact form?

Online service: The quality of the information that can be found on the manufacturer’s website is assessed. Is there an extensive question-and-answer area (“FAQ” or “Frequently Asked Questions”) that clarifies a lot in advance? If manuals and data sheets are available for download, there is (price) information or even an online shop for spare parts (visor mechanics, seals, exchange visors)?

Personal advice: the supreme discipline in the test. How do manufacturers and importers of motorcycle helmets react to specific inquiries by email or telephone? Are helpful answers tailored to the personal issue given? Or the request is brusquely blocked or not answered at all?
Speed: How long do you spend in waiting loops, when does the answer come
Request by e-mail, or one comes at all?

Final scoring


Service test: customer support helmet provider


MOTORCYCLE

The affordable helmet brand Probiker stands out in the service test.

Oops, one of the cheapest helmet brands in this service test gets one of the best results? The cleanly set up service department of the Hamburg mail order company Louis cannot be dismissed: competent, friendly, courteous. And as a special service, the buyer of a 49.95 euro helmet from Probiker the required spare part is even sent free of charge! It has a format and should set an example.

But other helmet brands such as IXS, Lazer, Shark and Shoei also score points with this extra service. In the upper field, many established helmet brands have positioned themselves that not only provide solid information right away by phone and email, but also score points with an extensive online range. However, you always have to be prepared for small shortcomings such as confusion (Arai) or content in English (Shoei). In the second half of the table, light and shadow alternate: sometimes there is unstructured, meaningless content in the service section on the website, sometimes there is a lack of response to customer inquiries.

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