Table of contents
- Tire manufacturers and buying portals in the service test We evaluate manufacturers, dealers and online portals
- Make purchasing decisions from the comfort of your own home?
- How is it with the contact to the king customer??
- How helpful are the answers?
- There were also some faux pas at tire manufacturers
- Direct dialogue by phone
- Avon
- Bridgestone
- Continental
- Dunlop
- Heidenau
- Metzeler
- Michelin
- Pirelli
- mopedreifen.de
- motorradreifendirekt.de
- reifen.com
- reifendiscount.de
- reifentiefpreis.de
- tirendo.de
- Exotic tire brands
- This is how MOTORRAD tests
- Final scoring
- Conclusion
BILLION
18th pictures
Jahn
1/18
Jahn
2/18
The inquiries concerned, among other things, recommended replacement intervals …
Lohse
3/18
Exotic brands like Maxxis are not only trying to increase their profile with attractive trade fair hostesses.
4/18
Tirendo Germany GmbH; Internet: www.tirendo.de; Telephone: 0 30/2 09 93 62 96; Email: service@tirendo.de;
MOTORRAD verdict: good.
5/18
MD tuning; Internet: www.reifentiefpreis.de; Telephone: 03 73 29/7 15 30;
Email: info@md-tuning.de;
MOTORRAD judgment: sufficient.
6/18
Reiff Reifen und Autotechnik GmbH; Internet: www.reifendiscount.de;
Telephone: 0 71 21/91 58 90; Email: kontakt@reifendiscount.de;
MOTORRAD judgment: sufficient.
7/18
Reifencom GmbH; Internet: www.reifen.com; Telephone: 05 11/12 32 10 10;
Email: info@reifen.com;
MOTORRAD verdict: good.
8/18
Delticom AG; Internet: www.motorradreifendirekt.de; Telephone: 0 18 05/26 22 68; E-mail: offer@delti.com;
MOTORRAD verdict: satisfactory.
9/18
Mopedreifen Profi GmbH; Internet: www.mopedreifen.de; Telephone: 0 62 96/92 90 80; Email: service@mopedreifen.de;
MOTORRAD judgment: sufficient.
10/18
Pirelli Germany GmbH; Internet: www.pirelli.com; Telephone: 0 61 63/7 10; Email: contactcentertyres.de@pirelli.com;
MOTORRAD verdict: good.
11/18
Michelin Reifenwerke AG & Co. KGaA; Internet: motorrad.michelin.de;
Telephone: 07 21/5 30 39 18; Email: motorrad@de.michelin.com;
MOTORRAD rating: very good (MOTORRAD top service).
12/18
Pirelli Germany GmbH; Internet: www.metzeler.com; Telephone: 0 89/14 90 83 02; Email: contactcentertyres.de@pirelli.com;
MOTORRAD verdict: very good.
13/18
Reifenwerk Heidenau GmbH & Co. Production KG; Internet: www.reifenwerk-heidenau.de; Telephone: 0 35 29/55 28 01; Email: info@reifenwerk-heidenau.de;
MOTORRAD verdict: very good.
14/18
Goodyear Dunlop Tires Germany GmbH; Internet: www.dunlop.eu; Telephone: 08 00/1 30 51 31; Email: info@dunlop.de;
MOTORRAD verdict: good.
15/18
Continental Reifen Deutschland GmbH; Internet: www.conti-moto.de; Telephone: 08 00/2 00 07 44; Email: mail_service@conti.de;
MOTORRAD rating: very good (MOTORRAD top service).
16/18
Bridgestone Germany GmbH; Internet: www.moto.bridgestone.de; Telephone: 0 61 72/4 08 01; Email: contact.germany@bridgestone.eu;
MOTORRAD verdict: good.
17/18
Cooper Tire Germany GmbH; Internet: www.avonreifen.com; Telephone: 0 18 05/67 67 66; Email: rrost@avonreifen.com;
MOTORRAD verdict: satisfactory.
Sdun
18/18
… or problems with the tire dimension.
accesories
tire
Service test of tire manufacturers and buying portals
Tire manufacturers and buying portals in the service test
We evaluate manufacturers, dealers and online portals
Modern motorcycle tires have now reached a top level. But what about the service? MOTORRAD researched undercover at eight well-known manufacturers and six major tire purchase portals.
Jorg Lohse
16/01/2014
Why are you actually buying a branded item? On the one hand, you are probably convinced of the quality, have known the product for years and trust in the constant manufacturing quality. On the other hand, you can also expect comprehensive service for everything to do with your purchase: You not only want to be well advised on a technical level, you also want to get a firm answer to tricky questions. Motorcycle tires are particularly intensive in terms of advice. Because they have developed into real high-tech articles in recent years: zero-degree belts, multi-thread compounds or full silica are just a few of the key words that come to mind when choosing new rubbers for your own bike. In addition, there is the legal framework, without which the purchase decision cannot actually be made: Do you still need tire approval for your own motorcycle and if so, where can you get it?
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Reason enough for the MOTORRAD service crew to turn to the most important tire manufacturers and largest buying portals for the German market and to mimic consumers looking for help without revealing their true identity. The aim of this undercover test: which provider is on the ball, can provide courteous, competent and quick information?
tire
6 pairs of touring tires in the test
Touring tires on Suzuki GSX-S 750
read more
Make purchasing decisions from the comfort of your own home?
At the same time, the online presence of the tire gurus was scoured: Is the website of the respective provider just hollow advertising speech, or can tangible information actually be accessed comfortably from the couch at home, which is really helpful for a purchase decision? First finding: Especially in the Internet sites of the major tire manufacturers, an informative technical dictionary is usually included, with which some technical jargon becomes clear and understandable. However, it is not a good solution if as with Avon a well-sorted list of keywords in German leads to English content.
It is also good form that the right tires for your own motorcycle can be conveniently put together using a model filter and that existing approvals or clearance certificates are included for printing. The manufacturers are not naked, but things get more complicated with some buying portals, where the tire search is only carried out via the respective dimension. On top of that, it has to be laboriously researched whether there is any approval for your own vehicle at all. With portals such as Tirendo or Reifendiscount.de, the consumer also needs to know the load or speed index – this is now much easier with other web shops.
How is it with the contact to the king customer??
But now we come to the parade discipline in this test: How is the contact with King Customer? The first impression on all websites says: basically good! Almost without exception, an inquiry can be made to the provider using an easily accessible form – although it is still a bad habit that some input masks are set up in a terrible Denglish mix. Even with providers like Continental, who proudly refer to their German tradition. You are welcome to do a little more work here.
Anyone who is familiar with entering forms on the Internet will appreciate receiving a confirmation email after they have been sent. This ensures that your own email address has been transmitted correctly. Unfortunately, this is not yet widespread among tire manufacturers: At least Bridgestone is doing exemplary, Metzeler and Pirelli. The purchase portals are much better positioned, where a confirmation of receipt is almost always good form and a processing number is often included for queries.
Dunlop makes a real mistake, where no recipient is stored in the corresponding selection line of the form – the service request can only be correctly transmitted to the motorcycle department when switching to the manufacturer’s European site.
How helpful are the answers?
The answers to the request usually come within one working day, but how helpful are the statements? In our case, Gunter F. was looking for the right tires for his second-hand Kawasaki GPZ 500 S – combined with the information that he could no longer find the pairings listed in the registration documents on the manufacturer’s product pages or in the online shops. All in all, the tire manufacturers were able to advise much better than the buying portals and sent the necessary approval along with the recommendation. Most online retailers did not want to keep up with this quality of advice: With these, the general reference to the web shop or the advice to inquire with the respective tire manufacturer predominated.
Question two, which was not asked via the form but by e-mail, had a lot more to offer: Harald B. had to re-register his beloved 1999 Suzuki GSX 1200 (first owner!) After moving. In the newly issued registration documents, however, there was suddenly no reference to existing tire bindings, which leads B. to the question of whether he can finally drive everything without approval. Tire experts should simply shake the answer out of their sleeves – at least that is the assumption: Of course, the binding is not simply broken by simply rewriting it. It is fundamentally part of the general operating permit and is still valid despite being omitted from the new vehicle documents.
There were also some faux pas at tire manufacturers
The industry, on the other hand, was rather divided in this case. Especially with the purchase portals, the opinion prevailed that Harald B. could now tire as he pleased – even the webshop Motorradreifendirekt.de from Delticom from Hanover, which specializes in two-wheelers, was of the opinion in its response that “only the information on the dimension, speed, and load index must match the specifications of the vehicle manufacturer “. But even with the tire manufacturers there were some faux pas like with Dunlop: “If your (new) vehicle documents no longer specify a tire brand bond, you no longer need approval.” an accident would have had even worse consequences.
Direct dialogue by phone
After the happy Silke had received more or less detailed advice on the maximum tire age from all test participants on her 600cc Honda CBR, it was time to talk directly over the phone. This showed once again what the written question and answer game had already revealed: The tire manufacturers quickly had a competent technician on the other end of the line who was competent in answering the question of a dimensional problem with a Kawasaki ZX-6R or KTM 1190 Adventure could answer.
Having such questions answered via the service hotlines of the various purchasing portals, some of which have already been outsourced abroad, was more like an unsatisfactory gambling game.
Avon
Cooper Tire Germany GmbH.
Cooper Tire Germany GmbH;
Internet: www.avonreifen.com;
Telephone: 0 18 05/67 67 66;
Email: rrost@avonreifen.com
Contact: All information including an expensive service number can be found via a somewhat hidden contact button. Annoying: nested structure plus a bilingual contact form.
Online service: A search mask is available for tire recommendations, but it has to be filled with real text (no model selection) and usually does not deliver the desired results. German keywords (tire information, technical questions) lead to pages with English content.
Personal advice: No response to the contact form, long processing time for email inquiries, patience on the phone. After all, the German salesman convinces with concrete statements.
Conclusion: The advantage of the English tire brand: the dedicated German Avon consultant who provides comprehensive information and gives personal advice. But that sometimes takes. Weak: the quality of the website’s information.
MOTORRAD verdict: satisfactory
Bridgestone
Bridgestone Germany GmbH.
Bridgestone Germany GmbH;
Internet: www.moto.bridgestone.de;
Telephone: 0 61 72/4 08 01;
Email: contact.germany@bridgestone.eu
Contact: One click on the (a little too small) contact button and the inquiry form is opened. The German branch can be reached by phone via a regular landline number, the e-mail address has to be laboriously searched for.
Online service: Comprehensive and well structured. Convenient tire search including approval download via a neatly sorted model selection, plus an informative guide on everything to do with motorcycle tires.
Personal advice: Inquiries by e-mail and the contact form are usually resolved quickly within one to three days, but there was not always an answer. Callers need patience, the technician on the phone convinces with competence.
Conclusion: Except for the small glitch that a mail request was not answered at all, it was still a convincing performance. The telephone advice is particularly convincing, the information content on the web is solid.
MOTORRAD verdict: good
Continental
Continental Reifen Deutschland GmbH.
Continental Reifen Deutschland GmbH;
Internet: www.conti-moto.de;
Telephone: 08 00/2 00 07 44;
Email: mail_service@conti.de
Contact: Everything there at a click of the mouse – phone number, various contact forms, email. Really everything? No, you can only find out by telephone that there is a free 0800 number for technical inquiries.
Online service: Hardly any questions remain unanswered on the website. Conti scores with a dense network of information of all kinds. In addition to the well-sorted technical dictionary, the option of requesting tire approvals in credit card format is also popular.
Personal advice: All written inquiries are answered not only in record time, but also in great detail and very individually. The Conti technician is just as committed to giving advice over the phone.
Conclusion: Free technology hotline, answering inquiries in record time, plus a neatly structured online presence with a high density of information. This service can set an example.
MOTORRAD rating: very good (MOTORRAD top service)
Dunlop
Goodyear Dunlop Tires Germany GmbH.
Goodyear Dunlop Tires Germany GmbH;
Internet: www.dunlop.eu;
Telephone: 08 00/1 30 51 31;
Email: info@dunlop.de
Contact: A form written in a German-English mix, contact information, which
hide in the imprint, a free service number, which is only disclosed when a telephone inquiry is made via the head office. There is a need for action here.
Online service: At first glance, lean and disappointing. But then you discover an information package on the virtual Dunlop racetrack. But too complex for a quick search for information.
Personal advice: Far ahead in terms of speed. The telephone advice in particular is convincing thanks to its courteous service. In the written answers, a misleading statement tarnishes the overall package.
Conclusion: Dunlop convinces with a solid, individually tailored quality of advice – but a little blunder costs “very well”. The online offer lacks user-friendliness.
MOTORRAD verdict: good
Heidenau
Reifenwerk Heidenau GmbH & Co. Production KG.
Reifenwerk Heidenau GmbH & Co. Production KG;
Internet: www.reifenwerk-heidenau.de;
Telephone: 0 35 29/55 28 01;
Email: info@reifenwerk-heidenau.de
Contact: One click and the page with all the data (telephone number, postal and e-mail address) including a quickly completed inquiry form is opened. Exemplary.
Online service: Information on the delivery program as well as the download of approvals can be obtained or carried out quickly and reliably. But if you want to know more about tires, you won’t find it at Heidenau.
Personal advice: A real strength of the traditional brand from East Germany. Written inquiries are answered in great detail within 24 hours – even if Heidenau does not offer a suitable tire for the requested model. The telephone advice is also convincing.
Conclusion: Now a small online lexicon with the most important technical terms on the subject of tires and nothing to be desired was left unfulfilled. Already a real bank: personal advice.
MOTORRAD verdict: very good
Metzeler
Pirelli Germany GmbH.
Pirelli Germany GmbH;
Internet: www.metzeler.com;
Telephone: 0 89/14 90 83 02;
Email: contactcentertyres.de@pirelli.com
Contact: On the contact page, a clearly structured inquiry form and a reference to the telephone consultation with details of the office hours opens. The email address must be searched for.
Online service: Not only the own tire range is presented in great detail. Downloading shares is also incredibly easy. Metzeler also scores with an informative tire guide.
Personal advice: They are answered just as quickly as the written inquiries are made. However, not always really meaningful. In return, the personal information on the phone scores with first-class advice.
Conclusion: The overall package from the Munich tire brand is convincing. Even if something is bricked up in writing: After talking to the competent hotline, no questions remain unanswered.
MOTORRAD verdict: very good
Michelin
Michelin Reifenwerke AG & Co. KGaA.
Michelin Reifenwerke AG & Co. KGaA;
Internet: motorrad.michelin.de;
Telephone: 07 21/5 30 39 18;
Email: motorrad@de.michelin.com
Contact: There is a lot of spectacle on the home page, which makes the search for the extremely discreetly designed contact button even more difficult. All the relevant information can be opened with a click of the mouse.
Online service: The company’s own product range is presented very clearly; the recommendations, including the necessary approvals for your own bike, are quickly compiled using the tire compass. Somewhat poor in terms of the information density: the “Things to know” section is very meager.
Personal advice: Both in written inquiries and on the phone, the Michelin technicians are on the ball and score with detailed advice that really helps.
Conclusion: Why is the link to the contact information only hidden like this? Because the big tire brand from France convinces in this undercover test with a helpful service team. Chapeau!
MOTORRAD rating: very good (MOTORRAD top service)
Pirelli
Pirelli Germany GmbH.
Pirelli Germany GmbH;
Internet: www.pirelli.com;
Telephone: 0 61 63/7 10;
Email: contactcentertyres.de@pirelli.com
Contact: Inquiry form, landline number to the German Pirelli headquarters in the Odenwald are open with one click. For e-mail inquiries, Metzeler and Pirelli the same (somewhat hidden) address.
Online service: That Metzeler belongs to Pirelli can not only be seen from the same email address. The knowledge base about the bike is also based on the same structure. Small drawback: Some information about the Pirelli tires is interspersed in English.
Personal advice: Not only the motorcycle tires from Pirelli are “made in Germany”. Technical inquiries are answered by telephone and in writing from Munich in conjunction with Metzeler.
Conclusion: Briefly clicked over to the brand sister company Metzeler and you can clearly see that the same language is spoken here and that the same competent team is at work.
MOTORRAD verdict: good
mopedreifen.de
Mopedreifen Profi GmbH.
Mopedreifen Profi GmbH;
Internet: www.mopedreifen.de;
Telephone: 0 62 96/92 90 80;
Email: service@mopedreifen.de
Contact: Slightly nested website, but with a few clicks all information is obtained. The office hours for the technical hotline are extremely short.
Online service: The online retailer focuses exclusively on motorcycle tires, and you can find out a lot about them in the “Frequently asked questions” section. The tires for your own motorcycle can be found quickly using a well-sorted database.
Personal advice: Very humble. Written answers are quick, but very choppy and sometimes sent back with a lot of typing errors. Getting a technician directly on the phone is very difficult due to the short office hours.
Conclusion: Despite the somewhat old-fashioned look, you can collect a lot of information about your motorcycle tires on the website. However, there are huge shortcomings in direct communication.
MOTORRAD judgment: sufficient
motorradreifendirekt.de
Delticom AG.
Delticom AG;
Internet: www.motorradreifendirekt.de
Telephone: 0 18 05/26 22 68;
Email: offering@delti.com
Contact: The (expensive) 0180 service number is already displayed on the start page, and all other contact options are clearly listed.
Online service: The website scores with a large package of general information on the special features of motorcycle tires, which are also neatly sorted. Approval documents for the tires of your choice can also be downloaded quickly.
Personal advice: The callback service works perfectly and all inquiries are answered quickly. But the goodness cannot convince. Sometimes misleading statements are received in e-mails, and the technical hotline in Poland remains unchanged
concrete inquiries too superficial.
Conclusion: The ladies on the phone score with charm and charming accents, but not with helpful information. The written information also remains modest. Good: the website.
MOTORRAD verdict: satisfactory
reifen.com
Reifencom GmbH.
Reifencom GmbH;
Internet: www.reifen.com;
Telephone: 05 11/12 32 10 10;
Email: info@reifen.com
Contact: The inquiry form is easy to find, everything else you need to contact us can be found in the imprint, including the office hours.
Online service: A tire ABC provides clear, but too general information. The tires of your choice can be put together very conveniently using a well-assorted selection of motorcycle types. However, there are no links to the necessary approvals.
Personal advice: Professionally and quickly. Reifencom’s technicians respond in detail to written inquiries within a few hours. The factual quality of the statements is also convincing. Equally competent: the information and helpfulness on the phone.
Conclusion: Even if the purchase portal does not specialize in motorcycle tires: The Reifencom service crew is on the ball and helps with precise answers. Deficiency: missing approvals.
MOTORRAD verdict: good
reifendiscount.de
Reiff Reifen und Autotechnik GmbH.
Reiff Reifen und Autotechnik GmbH;
Internet: www.reifendiscount.de;
Telephone: 0 71 21/91 58 90;
Email: kontakt@reifendiscount.de
Contact: The telephone number immediately catches the eye on the home page, an inquiry form is found quickly, only the e-mail address has to be searched for, which is a bit laborious.
Online service: The portal can come up with an extensive but very general tire lexicon. There is, however, some motorcycle-specific basic information. The selection tool for the motorcycle type is missing for the tire search.
Personal advice: The replies to e-mails come quickly, but are not always provided with correct information. When answering the telephone, you are very abrupt and unwilling.
Conclusion: “It’s not a season right now!” The Reiff service crew is on the phone
very curt. Mails are answered crisply, but not always helpful. Cumbersome search function.
MOTORRAD judgment: sufficient
reifentiefpreis.de
MD tuning.
MD tuning;
Internet: www.reifentiefpreis.de;
Telephone: 03 73 29/7 15 30;
Email: info@md-tuning.de
Contact: Telephone, e-mail and postal address as well as the contact form are clearly sorted and can be found on the home page. It’s that easy.
Online service: Very thin at first glance. The technology level can only be found if you scroll through the page architecture (“sitemap”). The information is kept very general and only slightly motorcycle-specific. Very complicated: the search for the right tires for your own motorcycle and the procurement of the necessary approvals.
Personal advice: More than poor. Even after more than 14 days, there is no answer to two written inquiries, the third is answered quickly but incorrectly. But it works much better in direct dialogue on the phone.
Conclusion: Cumbersome tire search, no or scarce answers to inquiries: Service is not particularly important in the case of low tire prices. Exception: dedicated telephone advice.
MOTORRAD judgment: sufficient
tirendo.de
Tirendo Germany GmbH.
Tirendo Germany GmbH;
Internet: www.tirendo.de;
Telephone: 0 30/2 09 93 62 96;
Email: service@tirendo.de
Contact: Telephone number with consultation times and e-mail address for service inquiries are displayed on the home page. The request form can be filled out and sent just as quickly.
Online service: The website provides a wealth of technical information, which is also very clearly presented (using graphics and images). Further content can be found in a blog, also specifically on motorcycle tires. The tire search function for your own motorcycle is not user-friendly.
Personal advice: Written inquiries are answered quickly, comprehensively and courteously. On the phone you also show yourself trying, but you have to admit technical gaps.
Conclusion: The information density is convincing, and there is nothing to complain about about the quality of the written answers. When it comes to directory assistance, Tirendo makes a few minor blunders.
MOTORRAD verdict: good
Exotic tire brands
Lohse
Exotic brands like Maxxis are not only trying to increase their profile with attractive trade fair hostesses.
Do you know Nankang, Maxxis or Mitas? “Tires for scooters or mopeds”, some will now contemptuously dismiss. But wait a minute: even “large” motorcycles in classic 120/70 and 180/55 ZR17 dimensions can already be equipped with such exotic tires. The times when only well-known brands serve this market are long gone.
Take Nankang, for example: The Roadiac is a multicompound tire built according to modern standards with rubber compounds of different hardness, which has already been approved for big bikes such as Suzuki’s GSF 1200 Bandit. The Mitas Sport Force is constructed in a similar way, and in 2014 it will even be available in the size 190/55 ZR 17 – a format that fits the BMW S 1000 RR. Maxxis attests to its premium model Supermaxx-Sport with a high silica content “maximum grip on the racetrack as well as on the road”. The brands that mainly come from Asia or Eastern Europe still have a niche existence and offer too little choice for the classic motorcycle market in Germany – which is why they were excluded from this test. But with keenly calculated prices and easy availability in online shops, they will heat up the classic brands more and more.
This is how MOTORRAD tests
Jahn
The inquiries concerned, among other things, recommended replacement intervals or problems with the tire dimensions.
We ask, but who answers?
In order to check the service aspect at eight tire manufacturers and importers and the six most important German purchase portals and online shops for tires, the MOTORRAD service team went on an undercover advisory tour. In addition, the openly accessible information offer was checked. The test criteria in detail:
Contact options: a look at the website of the respective manufacturer. Where is all the relevant 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. There is an extensive question-and-answer area (“FAQ” or “Frequently Asked Questions”) that clarifies a lot in advance?
Personal advice: the supreme discipline in the test. How do tire manufacturers and online shops react to specific inquiries by email and on the phone? 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 circling in telephone queues, when will the response to the request come by email?
Final scoring
| Personal advice | Online service |
Contact options
Verdict*
*100 to 85 points = very good; 84 to 70 points = good; 69 to 55 points = satisfactory; 54 to 40 points = sufficient; 39 to 0 points = unsatisfactory
Conclusion
Jahn
Modern motorcycle tires have now reached a top level.
Not only the hardware of the motorcycle tire manufacturers is of high quality. Even in direct dialogue with customers, the big brands impress with their high level of competence – at least that is the result of this undercover test by MOTORRAD. Particularly noticeable: the top advice at Michelin and Heidenau. In one case, the latter did not deliver a suitable product for the (bogus) request, but was nevertheless able to provide reliable information.
In contrast, the range of services offered by the most important tire buying portals on the Internet is falling significantly. On the one hand, the correct answers to specific motorcycle questions were not always provided by email or on the phone; on the other hand, there is often a lack of a modern tire search function including the appropriate link to a necessary approval. However, a dedicated team on the phone was able to gain points with some providers.
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