After a great experience with my first Corbin seat I decided to order a new one for my 2008 KGT.
Three years ago I ordered a front Corbin for my 2005 R1200RT and loved it. It arrived within a few days, fit perfectly and was extremely comfortable after a few break-in miles.
Last month I didn't hesitate to order a new front seat from Corbin for my new KGT. I placed an online order on December 14th and two days later received a call from Corbin informing me they could not produce a seat without stitching in the seat if it was heated. Ok....fine, but what about the request for shipping it without the plugs? You see I ordered the BMW connector and planned to solder them in on my own. The Corbin rep said that was no problem and it would ship wires only.
Today, Jan. 21 the saddle arrived and I found 3 problems:
The seat was supposed to come without plugs—I ordered the BMW connectors and was going to solder them on, but the seat arrived with plugs. This is not a big deal, but my instructions were not followed.
The seat is not compatible with the stock BMW seat. This is not clear when you go to order the seat online like I did. I contacted Customer Service today and they said the compatibility information is disclosed in the notes sections and sure enough when I went there today I found it, but I did not look there prior to ordering-I had no need to. Critical information should be disclosed on the order page, plus this was not an issue when I ordered the front saddle for my R1200RT, so I had little reason to believe it would be an issue with my new BMW K1200GT.
The saddle is a full 1.5” shorter in length and my ass was hanging over the edge--not comfortable.
Customer service would not authorize a return of the saddle and insisted that I speak with an account rep. So off to the account rep.....
I walked through the 3 issues noting the most significant issue was "it doesn't work with my stock rear BMW seat" and the rep. reluctantly said I could return the saddle as long as I paid the shipping $30 + $112 restocking fee! Add that to the shipping fee for inbound leg and I end up out $172 and no saddle. Nice.....
The rep did not care at all that the compatibility notes were not disclosed in any of the purchase paths--from page entry to order page to the ecommerce layer, etc. If an online customer fails to click on the notes tab and scroll to the bottom and read about how the Corbin saddles are not compatible with the stock BMW seats, well they are just shit out of luck. The rep went on to lecture me about how much of their time they wasted and how much it cost them to return an item, etc., etc. Escalation has not helped at all and Corbin completely fails to see how their e-commerce site is the root of the problem, not their customer.
You know I used to defend Corbin when I would hear people piss and moan about the crappy customer service, boy was I wrong.
At this point I have a few options that I will not disclose here. Obviously Corbin doesn't get it and eventually it will lead to declining sales and closure.