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Discussion Starter #1
A lot of Victory owners buy products from WitchDoctors.

What are some suggestions to improve his service and web page?

For me I think the web page needs to be rethought because at times it is tough to find something that you are looking for. He is on the right track he just needs to get it more organized so that you don't have keep opening different areas to finally find what you were looking for.

Here is a big one for me, when you buy something it is sometimes tough to select the type of shipping you want. Case in point I just ordered $590 dollars worth of stuff from them and it popped up free shipping but for the life of me I could not find a way to select other shipping choices. I could not find any drop down box for shipping options. I am about to go on vacation and would have liked the ability to have selected a faster shipping option on this order. In the past I have always been able to select my shipping choice but this time it just went to the free shipping and that was it.

My suggestion make sure there is a drop down box available for selecting shipping choices as right now it seems to be hit or miss.

Now for my biggest issue, I placed my order and one 20 dollar item is out of stock, OK no problem when you get more just send that item when you get it. Apparently it does not work that way, my entire order is sitting on back order and the only item that was not in stock was a 20 dollar part. I guess if the whole order is not in stock the entire order gets held until every thing is available to ship. That 20 dollar item I have coming from another source and figured the one from WitchDoctor would be kept as a spare. This leads me back to the vacation issue, seems the only shipping option I could get on that order was the free shipping and with the entire order being on back order instead of me getting the in stock parts before I go on vacation the whole $590 dollar order could be shipped and arrive while I am gone and could end up sitting on my front porch until we return from vacation. Everyone knows that is not good due to weather and theft.

My suggestion on this is don't hold up an entire order over a 20 dollar part. Ship the order and when the out of stock item comes in ship that when you get it.

Those are my three areas that could be improved.

I know it has been brought up in the past about the organization of the web site and he has said he would work on it. In my opinion he is still not there yet. These are things that have impacted a customer and I know others have had a hard time finding things in the past on the site. I don't know if others have been impacted by the shipping choices, but there are times when free just does not work and people are willing to pay for a quicker option.

This not a bash of the company just some things that could be improved for a better customer experience. Overall it is a good place to get parts for Victory's. If people don't point out areas that can be improved things don't get changed or improved. I am sending a link to this thread to WitchDoctors so he can see areas that may need improvement and knows what his customers are having issues with on his site.
 

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I would email them and Let them know your suggestions. If they don't know what you want, they can't help you...

Sent from Motorcycle.com Free App
 

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Instead of Bitchin here, call Jon with your complaints and see what he says.

I have had no issue with finding or ordering stuff from him. When I call he answers and provides great sevice. thumb up

As with any orginization there will be things that can be knit picked, but they are usually resolved with a one on one chat between parties.

there are plenty of web based businesses out there that are much , much worse than WD.

Jon earned my business and until he does something to destry that I am a loyal customer and will stand up for his company.thumb upthumb up Keep up the great support Jon.
 

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Discussion Starter #4
Here you go already trying to turn this into a negative.

Maybe you should read the thread and you would know I have emailed them a copy of the link to this thread so they can get a wider view of issues customers may be having so they can work on them.
 

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Discussion Starter #5
To the MOD, please just delete this thread.

I have sent WitchDoctors a second email regarding the order as well. It is pretty clear that nothing will be gained for anyone with this thread. Please delete it.
 

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I think customer input is crucial. I am not talking about a bitch session but info to help the vendor. I like their site but I did have to work at finding all the Vision parts. A little tweaking but otherwise I think they have it dialed pretty well
 

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I agree. The navigation is a bit 'unorthodox', but I got what I needed eventually.
 

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Keep in mind John hired a geek to build his site and that guy doesn't know about marketing and providing all information.
Look at the really bid sellers and I'll bet they changed there web site a 100 times getting it right.
John is smart shipping with US mail keeps his coast down and ours.
I have never seen a retailer that provides us with so much information before.
Thank You WitchDoctor
 

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Jon from WitchDoctor's response

Jon has asked me to post this on his behalf because for some reason or another he cannot reply to threads.

I am sorry you’re not happy with the website and our way of doing business. We do appreciate any feedback that our customers give us and that is why we provide a “Feedback” section on our website for you to use. Posting your concerns on a forum that we do not participate in probably wasn’t the best choice to let us know of those concerns and recommendations. Your email to us this morning wanting us to cancel your order because as you stated “At least it is me they are bashin but your loyal customers have just cost you a customer. I guess your business is 100% and needs zero improvement per the forum members. That is a sure way to slowing die in business.” is a little strange. As we answered you in our reply, your order was shipped already but you can send it back if you wish and we will refund you the money minus shipping.

Now to answer some of your concerns.

The website: the website is very logically based. Say you’re looking for a primary cover on a Cross bike. You first choose your model bike, second it’s an engine part so you choose engine and then it gives you the primary covers. I can’t make it much easier. The only section that I could say that could stand some tweaking is the “general accessories” “other” category. I have looked at doing it a little simpler but I would then have 100 sub categories with only 1 or 2 parts in them.

The website has and continually is scrutinized by several web designers, one I would call an expert and by customers via our surveys. All of them agree that it is very well laid out and easy to navigate. One even stated that is even follows the “3 click” rule. Here is what I received via email yesterday from a web designer from a major company. “Not bad. The site is clean, easy to view, understand and move around to go to where you want. He hit all the right buttons.” I think if you look at the other website in the Victory aftermarket you will see that we are miles ahead of most of them providing not only the widest selection of parts but also a wealth of knowledge through our “how to” videos.

Shipping: I really don’t know what to say to that. We offer Free Shipping on US orders over $150. We ship most orders Priority so most people get their stuff in 2-3 days. A few companies don’t ship Priority when you pay let alone do it for free. Our shipping is consistently the fastest in the Victory aftermarket world. We never have offered next day shipping so that has never been a choice. Honestly no one has ever told me they don’t want the free shipping and they wanted to pay for faster. If you wanted next day you could have called or emailed us and asked. We would have gotten you a price and done it that way if you wanted. You did neither. The shipping drop down box is there when the order is under $150 and the two choices are USPS Priority or Parcel Post. When the order is over $150 it automatically tells you Free Shipping.

Backorders: You ordered on the 28th at 6:40 pm (we close at 5 pm EST) and we shipped it out on the 29th. Do we ever hold items until an order can be shipped complete? Absolutely, we have internal rules that the shipping department follows as to what is best for the customer as well as not costing witchdoctors.com a fortune. If a part is coming back in stock in the next day or two we will hold an order until complete- unless a customer asks otherwise. Our website is one of the very few that actually shows you how many items are in stock so you have a pretty good idea and can either order or not based on your time schedule. An exception is that it shows one or two items left in stock, you order and then you find that your order is now on back order. The reason is this; we have so many orders daily that two full time shipping girls cannot fill them all. Someone may have ordered the same part before you. When their order is filled the item becomes out of stock and then we cannot fill your order. We are working on making this less of a problem but we do have a 96% complete order fill rate. Plans are already underway for improvements in 2014.

My suggestion is if you need your parts faster, order them sooner or call us and let us know you need them shipped quicker. We will physically check inventory levels of the parts you request and let you know the options.

In conclusion: If anyone has any problems with navigation on the website or any other constructive criticisms please send me an email at [email protected]. We are currently working on a “how to” video on ordering from our website because a few of our customers are not comfortable with computers. The video should be ready sometime in Oct. If you have any other concerns or comments please use the “Contact Us” tab and then choose “feedback” from the drop down box on the website. Most of those emails are answered fairly quick or at least by the next day.

Jon

www.buywitchdoctors.com
 

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This is a regular problem ordering electronic parts internationally. A solution I use even on personal stuff is when something does come up on backorder I will remove those parts from my request and create a second one either with that supplier or another. Hopefully they are not critical and I can get some of the work done. When BO'd parts are critical to the job, a phone call to expedite the order does wonders.
 

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I made a recent order of a magnetic drain plug that turned out to be out of stock. They told me it would ship as soon as they got more, I was fine with that.

I'll be back and would recommend them.
 

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A lot of Victory owners buy products from WitchDoctors.

What are some suggestions to improve his service and web page?

For me I think the web page needs to be rethought because at times it is tough to find something that you are looking for. He is on the right track he just needs to get it more organized so that you don't have keep opening different areas to finally find what you were looking for.

Here is a big one for me, when you buy something it is sometimes tough to select the type of shipping you want. Case in point I just ordered $590 dollars worth of stuff from them and it popped up free shipping but for the life of me I could not find a way to select other shipping choices. I could not find any drop down box for shipping options. I am about to go on vacation and would have liked the ability to have selected a faster shipping option on this order. In the past I have always been able to select my shipping choice but this time it just went to the free shipping and that was it.

My suggestion make sure there is a drop down box available for selecting shipping choices as right now it seems to be hit or miss.

Now for my biggest issue, I placed my order and one 20 dollar item is out of stock, OK no problem when you get more just send that item when you get it. Apparently it does not work that way, my entire order is sitting on back order and the only item that was not in stock was a 20 dollar part. I guess if the whole order is not in stock the entire order gets held until every thing is available to ship. That 20 dollar item I have coming from another source and figured the one from WitchDoctor would be kept as a spare. This leads me back to the vacation issue, seems the only shipping option I could get on that order was the free shipping and with the entire order being on back order instead of me getting the in stock parts before I go on vacation the whole $590 dollar order could be shipped and arrive while I am gone and could end up sitting on my front porch until we return from vacation. Everyone knows that is not good due to weather and theft.

My suggestion on this is don't hold up an entire order over a 20 dollar part. Ship the order and when the out of stock item comes in ship that when you get it.

Those are my three areas that could be improved.

I know it has been brought up in the past about the organization of the web site and he has said he would work on it. In my opinion he is still not there yet. These are things that have impacted a customer and I know others have had a hard time finding things in the past on the site. I don't know if others have been impacted by the shipping choices, but there are times when free just does not work and people are willing to pay for a quicker option.

This not a bash of the company just some things that could be improved for a better customer experience. Overall it is a good place to get parts for Victory's. If people don't point out areas that can be improved things don't get changed or improved. I am sending a link to this thread to WitchDoctors so he can see areas that may need improvement and knows what his customers are having issues with on his site.
I have had problems in the past and emailed Jon. Although the website is a bit antiquated, their products are RIGHT for our victory's and shipping is very fast. No misrepresentation and prices are reasonable.
BCFLYGUY
 

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Here you go already trying to turn this into a negative.

Maybe you should read the thread and you would know I have emailed them a copy of the link to this thread so they can get a wider view of issues customers may be having so they can work on them.
For someone who didn't want to be negative... “At least it is me they are bashin but your loyal customers have just cost you a customer. I guess your business is 100% and needs zero improvement per the forum members. That is a sure way to slowing die in business.”

You seem pretty negative and snarky.

Blaming forum members here for losing you as a customer doesn't sound fair to the business.

I have never purchased from them, but that letter seemed pretty responsive.

Ou, ee, ou, ah, ah, ting, tang, walla, walla, bing, bang....

wac
 

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I have had problems in the past and emailed Jon. Although the website is a bit antiquated, their products are RIGHT for our victory's and shipping is very fast. No misrepresentation and prices are reasonable.
BCFLYGUY
Same here. Only had good experiences with them, and when there was an issue with one of my orders, Jon made it right. And yes, their website's 1980s, but it's not like I order parts on it everyday. I can live with it for the once a year when I buy something. :)

Or maybe he should raise his prices so he can afford a full time web designer. :crzy:
 

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I'm pretty sure Victory 1 is not going to repost here so everything we are saying about how great Jon is is kind of a moot point.
 

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For someone who didn't want to be negative... “At least it is me they are bashin but your loyal customers have just cost you a customer. I guess your business is 100% and needs zero improvement per the forum members. That is a sure way to slowing die in business.”

You seem pretty negative and snarky.

Blaming forum members here for losing you as a customer doesn't sound fair to the business.

I have never purchased from them, but that letter seemed pretty responsive.

Ou, ee, ou, ah, ah, ting, tang, walla, walla, bing, bang....

wac
To be fair, the OP did try to keep things positive on this forum. He shared his issue, and was looking for suggestions to improve the buying experience on a particular vendor's site.

The negative comments were sent in a private email to the vendor, which were later posted to this forum by a third party. While I disagree with some of the things the OP said in that email, at least he didn't post them here. With that in mind, it appears he was genuine in trying to find suggestions with this thread rather bash the vendor.

For the record, compared to larger companies, I find the site awkward as well. However, like the vendor pointed out, when compared to other small Victory-oriented sites, it is one of best.

Reading the rest of the replies, it appears that the consensus it that the site could be improved but overall customer satisfaction is high. This is valuable feedback for the vendor and it wouldn't have surfaced without the OP's initial post.
 

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I have been very happy with the parts I've ordered. The shipping was quick and everything was high quality.


Sent from Motorcycle.com Free App
 

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But you probably agree that the most important comment here was...

Ou, ee, ou, ah, ah, ting, tang, walla, walla, bing, bang....
 

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support

Ive had problems and enough said wont do business with him again. To each his own. That being said and trying to get things for my bike I have had no luck with the on line stores or with the local dealer. However have found and gotten things I wanted thru the local HD dealer ???
 
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