September 13th, 2007

September 13th, 2007

Based on the fact that QLink representatives told me I had to seek out a dealer, and the fact that I was making no headway at all with troubleshooting, I faxed the following message to Bradfield Motors in Mount Joy, Pa. Note that Bradfield Motors lists on their website that they work on "...any customer's scooter, but rest assured our customers come first." Note also that Bradfield listed themselves as a "factory authorized QLink dealer," and that QLink's website also had (and still has) them listed as a "Factory authorized service center."

Bradfield Motors Scooters

Robert,
I stopped in to your dealership twice looking at scooters and was committed to buying my first one there. I test drove both a 50cc scooter, and the Pegasus 150. After an intense amount of internet research and after driving the 150- I was convinced it was the one I wanted, and started figuring out how to afford the bike. I ended up finding a 2006 Pegasus for a substantial cost savings, from a dealership that will be closing soon. Everything that I experienced at your shop- professional and knowledgeable people, a “brick and mortar” non-internet business, and your local location- all combined to make the decision a very difficult one.

I decided to test drive the scooter a few days after my last visit to Bradfield, at a dealership near Tower City. The bike seemed to vibrate less at 50mph than the one you had on the lot, or perhaps it was just the passing of time that made it seem different. It did have slightly lower mileage, but that wasn’t the deciding factor. I just could not raise $2200 in cash in the time period I had allowed, and decided to purchase the bike from a dealer who was certainly second on my list. The difference in price was due to his pending closure as a shop- knowing that he did not have a service technician on staff anymore.

I’m faxing this to you because I couldn’t reach you by phone. (I tried a number of times the past three days, but you must have been with a customer, and voicemail picked up.) I would prefer to talk to you, or stop by to talk in person about this. Simply because I’ve had customers of my own shop, use my experience and expertise, and purchase from a chain store. (This was before the internet was such a good source of information.) I found that maintaining a good relationship with them allowed me to sell them (the more profitable) accessory and service items, so it usually worked out well in the end.

This is, indeed, a similar situation. If I had either more time or more money, there’d be no question I’d have never found- nor purchased- the bike I did. At this point, though, I will be looking to purchase a windshield for it, a different helmet, and need a place I can rely on for service and warranty repairs. I am hoping that you understand that it was a difficult decision to make.

The scooter does have a serious problem that QLink themselves require dealership repair. I’ve tried for over week to solve the issue, and went further than most people would ever dream, trying to fix it myself. (Considering it is under warranty.) I’ve spoken to technical reps at QLink and they are encouraging me to take the bike to your dealership for repair.

I’d like to talk to you about this if possible. I’m sure you’ll recognize me from a few weeks ago. I hope this helps- I remember wondering for weeks whether or not a certain customer was coming in for a purchase they discussed, and not knowing can drive you crazy.

I can make a trip there this evening, arriving by 5:30, if it suits you. If everything looks o.k., I could get the scooter to you as soon as tonight, prior to closing. I just want to make sure that you’re o.k. with what happened, and would like to start a good relationship with your shop.

If you can, please call me at work once you’ve read this. (The number is at the top of the fax.) That way I’ll know if you’ll have time to chat this evening.

Thanks again!

If you read this past 5pm, you can reach me on my cell during my 1 hour commute!


I sent this fax prior to noon, and did not hear anything back from the dealer.

I stopped into the dealership that evening, and talked to them about my problem. The senior owner, Robert Bradfield, Sr., stated that they did not want to get involved with the repair. His Son, Robert Bradfield, Jr (ii) stated that he was not going to get involved with it.

When I said to him, "...Let me get this straight. You sell QLink scooters. You list yourself as an authorized dealer. You say right on your website that you do warranty repair- but you're not going to work on mine?" He said, "Yes. We're not going to get involved in someone else's quest. QLink doesn't pay for us to troubleshoot anything; only to repair and replace. We already have a scooter here that hasn't been fixed for two months, and they keep dragging their feet. If we have one more problem like this with them, we're through carrying their products. There are other brands we can carry."

I immediately called QLink. I spoke with the sales manager again and told him what happened. The ultimate choices he gave me were either to take the bike back to Keenan for repair, (despite me telling him Keenan did not have a serviceperson on staff,) or to take it to CBX in Edwardsville- two hours from my home.