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22 Dec 2006
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Touratech UK
Dear All,
I have had some panniers on order from Touratech UK ( ordered through my insurance company because of a crash ) for 6 months for my Triumph Tiger. I still cannot get a decent response from them as to when I will receive these. I know their products are great, but I am finding their service rubbish. Has anybody else had this experience or similar and how have you found their products generally on trips ?.
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22 Dec 2006
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I'd suggest you post this directly into the Touratech forum. The link ist
http://forum.touratech.de/index.php?language=english
Unfortunately the setup is in German. Try the folder "Gepack". Usually the guys from TT answer immediately.
But why not try phoning them? The UK details are:
Touratech UK Ltd
Nick Plumb
Unit 9 Neath Abbey Business Park
SA 10 7DR Neath Abbey
Telephone: +44 17928 16 660
Fax: +44 17928 15 234
Internet: www.touratech.co.uk
Alternatively you could contact the compant in Germany directly via their web page.
Hans
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28 Dec 2006
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I have had a terrible experience with them. I have two new Transalps. Ordered two sets of crash bars in mid October. I finally gave up on ordering two sets of panniers because service was so bad and went with Metal Mules without a hitch. Anyhow, they said not in stock and would ship in mid November. I started inquiring at the end of November and after several emails they tell me they LOST MY ORDER.
First of December they finally say they are in stock and will ship out next day. Mid December I email them and they say they shipped and here is the tracking number with DHL. Number is no good and when I email them about it no response...................
In the meantime the wife did a low speed drop in the mud and scratched up side faring. NEVER will I do business with these people again. I have ordered stuff from all over the world trying to outfit these bikes and no probs with anyone but Touratech.
Matt
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2 Jan 2007
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I ordered a tankbag for my Africa Twin. Quality piece of kit, but Touratech's attitude does leave a lot to be desired. As I say the bag was great but the fitting instructions were in German. I sent an E-mail asking for an English translation but they didn't even acknowledge it let alone send a translation! I fitted the harness using the photos in the leaflet but what really bugged me was the fact that they had totally ignored me. Won't be going to them again!!!
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2 Jan 2007
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same same
I ordered rack and panniers for my XT600e. After a couple of months, the UK office could still not give me a date of when the product would arrive. What i was more supprised about was that they were completely not bothered whether i cancelled the order or not!
So i did and went to Metalmule. Cost a little more, but the service was excellent and the delivery prompt.
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2 Jan 2007
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get them on the phone
I have no complaints from them and I have so many bits from them I've been asked a few times what kind of bike's a Touratech!
f
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13 Jan 2007
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Have you thought about Hepco & Becker? http://www.hepco-becker.de/ They have their site in english as well. They have some really good kit.
Another recommendation would be Happy Trail. A friend has them on his XR650L. They make a real durable set of panniers -- with a nice "canyon cut" -- specifically for the Tigers.
http://happy-trail.com/ProductInfo.a...ANKIT-CLIF_CUT
Thankfully my Dakar had TT panniers already on when I bought it... so I have no experience with TT... even though I live about 1h10m away from their home. Had I not, I would have also considered H & B or Happy Trail before deciding on a set of panniers.
Cheers,
Drew
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13 Jan 2007
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@Tigerman: So, did you get any response from TT via their forum?
I fortunately didn't have any probs with TT service, but then that was in Germany... I consider their pannier racks as some of the best on the market. The boxes aren't bad, but so are Hepco & Becker. What I like about H&B is the mechanism how the boxes are fixed on the rack. Easy to put on and to remove them.
Hans
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18 Jan 2007
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Touratech Aus
Sounds like each Touratech dealer is a bit different. I contacted Touratech in Germany for info on their Australian Dealer. Was given the dealers email addy here and contacted them early this week. Received a catalogue this morning, was sent a price list by email this afternoon.  The response has been polite, and very quick. Hopefully the service stays this good as I'll probably be ordering crash bars tomorrow. So far I can't recommend the Aussie dealer highly enough. 
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18 Jan 2007
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Touratech UK
I had a mixed experience with Touratech UK too. I ordered a pannier mount kit and some other bits (2L water container + mount, etc) from them online.
When there was no sign of the items being delivered, having read this thread, and knowing that other people have had issues, I emailed them to confirm delivery. As yet, they have not answered that email, although the items were delivered a few days later. A simple response from them saying "your items have been dispatched" would have sufficed.
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18 Jan 2007
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Good gear, poor service
I have had mixed fortunes when dealing with Touratech (UK). The bits I ordered via my dealership failed to turn up. However the rack and panniers for my F650 turned up promptly.
Should you be passing through Hamburg, there is a Touratech shop (Touratech Nord, Lubecker Strasse 91, 22087 Hamburg) where I managed to buy my missing bits of the shelf, which worked out a lot cheaper. But even they failed to get my topbox in time and I had to get it shipped to Danmark. I suppose they would be able to ship stuff to England.
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18 Jan 2007
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I ordered a lot of stuff for my africa twin from touratech UK. Having heard about the problems ordering online I always ordered direct over the phone. Never had a problem with anything & items were dispatched & delivered quickly.
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19 Jan 2007
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In Touratech's defence, they're not the only ones to not respond by email. I've tried to place orders by email with a couple of US suppliers (for minimum $150), and haven't even had an email in response from most of them (but not all of them). Poor customer service seems to be the order of the day. I tend to buy stuff from other places, like ebay, instead as a result.
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20 Jan 2007
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Tigerman,
While I hope you get things resolved with TT, I came across another company that makes panniers Tigers.
Jesse Luggage: http://www.jesseluggage.com/odyssey.html
I totally forgot about them. A friend who did a RTW in 2003 experienced some problems with the aforementioned Happy Trail's frame (their maintenance log ( www.blue-dunes.com) indicated the "frame is made of soft steel and is hollow - does not hold up to rough roads we have been encountering"). Their logs indicated the Jesse Luggage frame was pretty durable to handle the trip.
Just thought you may want to know should you not opt for TT and cancel your order with them. If you still have a problem and desire your TT panniers, let me know. I plan to visit TT's facilities/main shop in the next couple of weeks and could mention your plight. Just let me know...
Cheers,
Drew
Last edited by drew-at-large; 20 Jan 2007 at 23:52.
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21 Jan 2007
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Problem solved
Thanks to everybody for their help - I did contact TT in Germany direct and posted a bolshy note on their forum. They obviously do not appreciate bad publicity in their own backyard and have now sent me a set of pannier racks for my Tiger that they had fitted to a display / show model. Not entirely satisfactory but at least they have made an effort. Very disturbing to hear of everybody elses problems - mine was obviously not isolated. Keep safe chaps and many thanks.
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