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Back on July 21 I ordered some grip heaters and a small part from Dual Star. The order arrived quickly but, the small part was missing. I was charged for the part and it was on the invoice.

I have since made 12 phone calls leaving two detailed voice messages trying to get the problem corrected. Both messages contained the order no, my name, my phone number, and the nature of the problem. It is now August 30 and I have not received the part, a refund, or had my phone calls returned. On all of my 12 phone calls were during normal business hours. On ever single call I was greeted with either a recorded message or a live person who quickly said "Dual Star hold" and them IMMEDIATELY put me on hold. I did try to hold but got tired of wasting my cell minutes and gave up.

Guess I will just have to contact visa to get a refund for the part that was never shipped. Will never order from them again.
 

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You're lucky (or not). They never answered the phone when I tried calling. Guess that was a good thing.
 

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Speaking of bad customer service, this was in my inbox today............

No Customer Service!



I knew that title would catch your eye. Actually, we will be off the grid for part of the day on Friday. We are moving our offices to a different part of our facility which means our computers and phones won't be working while we are moving.

Our crew won't be available to customers between approximately 10 a.m. and 2 p.m. central time. If you call, it will just ring. You can leave a message through chat or email though and OF COURSE the website continues to take your orders! We hope to ship all orders Friday as usual, but if we hit a snag, it may be Monday to get them all out.

Thanks for your patience and your business!


This was from motorcyclegear.com . Since they weren't going to be avaible, they had a sale!
 

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Dual Star used to be the premier outlet for KLR650 parts, but, sadly enough, their customer service has been lacking for quite some time now. I believe all the KLR forums have instances of wrong or missing parts, and a lot of complaints of no one answering the phone. I was a long time customer, but never again. I was one of the many who couldn't even get someone on the phone. Guess I was lucky as well.
 

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Dual Star used to be the premier outlet for KLR650 parts, but, sadly enough, their customer service has been lacking for quite some time now. I believe all the KLR forums have instances of wrong or missing parts, and a lot of complaints of no one answering the phone. I was a long time customer, but never again. I was one of the many who couldn't even get someone on the phone. Guess I was lucky as well.
this is the same story for a long time. I had a problem with them back in 2007 and for about 3 months I had the no answering my calls, emails an such crap, I was fortune they did not charge me for undeliver parts and was able to cancel since I did mention it was for a summer trip, but it took me at least 20 calls to get an answer. This was around April 2007 so nothing has change, too bad they do have a lot of stuff for the KLR (my bike) and maybe for other stuff as well

Damasovi
 
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