Stuff and Nonsense

Warning, not my usual whiny “I hate the world and the world hates me” type post common recently.

So, my car tells me last week that the oil is low. Not just low. It’s “At the minimum level”. I must top-up.

I found this hard to believe, it’s only done 5000 miles since new. Regardless, I check the oil level, of course.

I find it to be at the maximum. At least that’s what I convinced myself. I am still convinced I saw it at the maximum on the dipstick. I’m convinced, and yet I am pretty sure I simply have to have been wrong. This particular dipstick was mistaken.

In my defence, the fact that I did not top-up and the message disappeared for another day and 60 miles before reappearing (it was on for a full day’s long drive the first time) lends some credence to my opinion at the time that it must be a faulty sensor.

So, I call my Audi dealer on Monday and they ask me when I can bring it in, they’ll need it for an hour to do diagnostics. I’m leaving work early on the wednesday anyway and the garage is on the way to my destination so I suggest wednesday at 3pm. “Yes, no problem, see you then.”

First gold star then. They are willing to look without question and have a slot within 48 hours exactly when I want it. Coincidence, sure, but it all counts.

So I pitch up on time and the service rep is out within 2 minutes to gather a “history”. Takes the keys, offers me coffee etc. which I decline and go for a walk for an hour.

55 minutes later when I”m just a minute from getting back they call me to say the car’s ready, all sorted.

They let it cool down, checked the oil and found it was at it’s minimum so topped it up. Ok, now I’m embarrassed but even so I have to wonder when did a new car need oil between services? He explains it happens occasionally before the first service. Not so much “running in” these days but “bedding in”. Ok, this sounds plausible. Now, I’m expecting to be hit with a bill for oil and maybe some labour.

“How much do I owe you?” I ask.

“Nothing”.

“Great!”. No charge for the oil. No charge for looking at it AND they stuck a litre in the boot “just in case” I need more before the first service.

Full marks all round Audi. Actually, Northfield Audi of Tetbury, Gloucestershire. I’m a little worried that with service like this I made have paid too much for the car. You just get what you pay for then? Perhaps. I’m happy though.

As regular readers (all three of you) will know, I do make a point of posting not just life’s whines and moans but examples of first class customer service or products. This is one of those happy, gushing posts. You have been warned.

I do miss motorcycling. I haven’t had a bike for almost 15 years, not since my “best mate” Simon suggested that we turn my then aging Honda CX500 into a trike as a summer project one year… that bike sat on the patio for a long time before I finally gave it away piece by piece. Just recently I have been mulling over buying a bike, I’ve even got as far as figuring out where it will be stored (no garage at home – we converted to a playroom). Now contrary to the opinions of close family, I am not having a mid-life crisis. I have enough crises day to day without adding another one to the mix. I simply enjoy motorcycling and want to do some.  Of course, the more you consider buying a bike, the more you want one NOW; not a good way to make a buying decision. So, overtaken by a fit of common sense I thought I’d hire a bike for a day, maybe a weekend and see whether I still enjoy it.

That’s where the problems begin. Have you tried to hire a motorcycle recently? Well, it’s not easy and it’s expensive. Over £100 for a day. Plus fuel, plus safety gear.

There’s another problem too. Since parenthood consumed what might at a stretch be called my “free time” for the last six years I have become a lot more risk averse. I like to experience an adrenalin rush but I am, to all intents and purposes these days, chicken. Constantly aware of my responsibilities and my desire not to render my children fatherless, I avoid doing things that place me in clear mortal danger. In fact, bicycling to work is about as risky as life gets these days.

And so it was I found myself googling “back to biking course”. Surely, I figured, there must be a market in old farts wanting to climb back on a bike, but who might be lacking some confidence or, like me, are so sensible these days that growing a tidy beard and becoming a geography teacher is an ever present threat.

Well, I got lucky. The very first site that my searching turned up was back2bikes.co.uk. My first test of any potential new supplier is their website. If it’s crap, I don’t go near. Actually, if I just don’t like it, I don’t go any further. It’s one of the bad habits from being in the Internet business. This site was nice. Most importantly, it was crystal clear. The language used was simple, direct and unambiguous. The courses available obvious. The guidance as to what course you needed was clear. They didn’t have a course entitled “Get back on yer bike – chicken old farts a speciality” but they did have an inviting “If you don’t see exactly what you want, contact us”.

It’s the contacting that usually goes wrong of course. Busy small companies lose your enquiry. Slack small companies just don’t bother. Big companies even more unpredictable. Not with Back2Bikes though. The wonderfully informative and efficient Bev replied inside 24 hours, asked me a series of sensible questions and responded sweetly to my self-deprecating comments about the size of my arse and why a full size bike rather than a 125 was essential for my self-esteem.

Lots of other touches gave me confidence about this company. Every communication, including the impeccable directions, safety info, license requirements etc. that were posted was immaculately presented. Professional letterheads and business cards, a consistent message throughout. Bev clearly has a talent for marketing or a talent for spotting web designers who do.

We settled on the fact that I wanted someone to follow me and tell me how I could ride better and generally make sure I was not endangering myself and others trolling around on two wheels. The date was set, Monday June 29th. I had my helmet, bought from the local BMW dealer several years ago in a fit of retail therapy and never worn in anger. I had my humble walking boots (a sensible footwear choice advised in the back2bike information pack) and I had high hopes of dry roads and blue skies. Armoured jacket, gloves and waterproof trousers to be provided by Back2Bikes.

The start time was set for 8.45, due to finish at 4pm. No itinerary was discussed as the day was to be one to one and tailored to whatever I wanted. Now, I hesitate to publish the price because I think they are doing themselves a disservice and undercharging but… it was £120. Sounds like a lot maybe, but actually compared to hiring a bike quite cheap considering that it includes a brand new 600cc  XJ6 to ride around on, full insurance, an entire day’s tuition (or just “rent-a-mate” if it turns out you actually can still ride!), brand new gloves and jacket, and the most fun you can have with your clothes on.

I met Rob who was to be my instructor for the day. He took me through a refresher of stuff I should (and mostly did) remember from my biking days such as road position, observations, roundabout techniques etc. He showed me round the bike and explained all. New fangled stuff to me to be honest. A cutoff switch, the fact that the lights are hardwired these days to always be on, your only choice is dip or main beam, how the indicators cancel, the gearbox, the fact that being a 600cc learner machine it is restricted (this did not affect the fun, we had to follow speed limits after all and the acceleration is still in a different league from cars). I’m pretty sure the silly grin I wore for the rest of the day was well developed at this point.

Rob wired me up with a radio. He talked, I listened. He said Bev found the earpiece painful but once I dragged my Terry Wogan like ear-lobe through it I have to say I didn’t know I was wearing it. We set out on a dry road. Rob talking me through the observations on the way round to the garage to fill up. Ten minutes later, we’re out on the road and heading for Evesham with Rob offering just the right amount of tips as we approached hazards and turns. Now, I have a full bike license and in the last year that I rode a bike I probably rode more miles (despatch riding) than many do in ten years but nonetheless, this is no time to be over-confident. I was here to learn. And learn I did. In the most encouraging, positive manner you can imagine. Rob’s a superb instructor. What a team they are!

We meander through winding roads in the Cotswold countryside eventually ending up at Burford. Now ordinarily I hate Burford. There are only so many antique shops and pricy gift shops you can stand but that’s probably due to all previous visits being done under some duress. Not today though. Today, we’re stopping for lunch in Burford. Today, we’re sat outside in the sun, helmets and gear off with cold drinks (coke, before you ask) and great BLTs served with a smile from the Highway Inn. Bikes parked a few feet away on sidestands, angled slightly uphill. It doesn’t get any better. I was so pleased with my day at this point that I bought Rob’s modest lunch. I still felt that with only one person on the “course” that I was still getting a bloody good deal and taking advantage. Frankly I was so damned happy at this point I had to stop myself from pronouncing “drinks are on me” to the other patrons.

A restful lunch and then back on the bikes. To this point, although Rob had largely stopped given me guidance and seemed to be now focussed on pointing out when I had got something particularly “right” he had been deciding directions. From Burford though we had a chat and I knew a twisty road very well from Burford through Bibury to Cirencester so after a couple of traffic light discussions as to our next move, we found ourselves riding through Cirencester, Chalford, Thrupp, Brimscombe, Stroud then up towards Painswick and over the beacon then down into Whaddon and Gloucester. A brief stop for a drink (the day was blisteringly hot by now) before making our way through Glouceser, Hampstead, Longford and back towards Tewkesbury.

The weather was perfect. The organisation from back2bikes was perfect. From the moment Rob greeted me at the garage where the bikes live, everything was professional, friendly, entertaining and pitched perfectly to my needs, vague thought they were. It was so good that I didn’t mind at all the fact that even with my full license the bike had “L” plates and I had a “Student” vest on. I didn’t care. It was all so good. I admire Bev & Rob. With a young family they have upped sticks (admittedly to the best part of the country), setup a business during the worst recession in most people’s memory and are succeeding. And no wonder; word of mouth will surely stand them well. I hope a long dry summer encourages more people to take to a bike and to do so with Bev & Rob.

Whatever the reason for doing it, whatever your skill level, even if you just want a jolly for the day, don’t look further than back2bikes. They deserve to do well, such attention to detail and professional service is rare and they have it in spades.

I’m now gazing ever more fondly at the BMW tourer in the local dealer but there is no urgency. As I dither about which bike to buy and when, I know exactly where I can get out for a day and satisfy my craving until the next time.

Bev, Rob, thank you. It was the best value for money I can remember in a long while and I will be back. Sorry about the jacket by the way – don’t know my own strength.

In the space of a few days I have had quite stunning service from several unexpected sources.

Paymentshield. Some years ago my wife and I took out an insurance policy with PaymentShield that would pay the mortgage in the event of either of us being made redundant. The policy has crept up over the last six years from £26 per month to £30.  My cousin who arranged the policy all those years ago recently asked me had I reviewed it because he thought it was changed to cover only my wife’s salary when I started my business and since then, my wife has given up work to be mum so how could I possibly claim?  Well he was right.  We’d paid the last few years of premiums blindly on direct debit and never once questioned it. Now, hands up, this is my fault. The insurer has no responsibility to repay any of those premiums. I cancelled the policy recently but did write and say to them that if there was any opportunity of a refund of premiums I would appreciate it. It was no stronger a request than that. After all, I didn’t have a leg to stand on. But today, a letter arrives. They have refunded £600. A total of 20 months premiums. I was aghast. Grateful too but mostly bowled over by the completely reasonable attitude. In the current cash-strapped financial markets this is all the more remarkable. So, PaymentShield, thank you.  This is my first example of stunning customer service. Well done PaymentShield!

And so to another Insurer (I know!, who’d have thought it?). I had finally reached the end of my tether with the AA. We’ve been members of the AA for 10+ years and nothing will shift me from their breakdown service but until recently I thought I was doing OK on the car insurance front. It was a regular hassle though that only the policy holder was allowed to administer stuff. With the most recent renewal quote and my recent purchase of a new (old) car bringing the family total to three vehicles I decided to shop around. I’m 40 now, My wife is 34, we’ve got 10 years+ no claims, low mileage, modest vehicles. How then was I paying for the three cars a total of £1500 per year with the AA?  The AA don’t do a multi car policy (two of us can’t drive all three at the same time so you would think there was less than 3 x risk) so I called Admiral. Within 20 minutes I had a quote that has saved me… £1000 in the next 12 months. What’s more, I can administer all three policies. The paperwork arrived the next day. The AA cancelled my policies and refunded a few hundred pounds in total (promptly, to their credit). Today I phoned Admiral because I hadn’t received the confirmation of no claims that they needed from the AA. “No problem Mr Gray, I’ll call the AA and call you back”. AND SHE DID! Ten minutes later, I hear “OK, Mr Gray, no problem the AA have confirmed the no-claims, your policies are fine, have a nice day”.  Of course with insurers, the only real measure of quality is when you have to claim but given my claims history (and the fact that I read the small print) I have to say that the annual renewal, the cost and the service (when it comes to adding drivers, switching cars etc.) I get throughout the year is the only usual measure to hand. My experience thus far with Admiral has been the smoothest, most cost-effective and pleasant experience I have ever had with any insurer. Well done Admiral!

Finally, I had cause to declare my new old car off-road. The log book had been delayed or lost in the post. I called DVLA. A new log book arrived two days later. I logged on last night, entered the log book reference and the registration on the government direct website, clicked a button to declare SORN and that was it. Done! No cost, no fuss, halfway through the night when it was convenient for me. A small victory perhaps but it’s the little things in life that can so easily make it harder than it ought to be.

Great service from two insurers and the government in the space of a few hours. This is a good day indeed.