Pros 
Cons Motordrome Tyre and Auto Services - Napier: A Mixed Bag of Experiences
Motordrome Tyre and Auto Services in Napier (located at 112-114 Raffles Street, Napier South, Napier 4110, NZ - phone +64 6 834 4043) consistently earns a respectable 4.7-star rating. Their long-standing presence in the Napier South area speaks to a certain level of trust and reliability cultivated over time. They're open Monday to Friday 8 AM - 5 PM, with Saturday hours from 9 AM to 12 PM, and closed on Sundays. They offer a comprehensive range of services, catering to everything from basic tyre work and WOF inspections to more complex mechanical repairs and accident recovery. The facility boasts excellent accessibility features, including wheelchair accessible entrance, parking, and restrooms. Booking in advance is generally recommended, particularly for mechanical services, due to their high demand.
The Good: Praise for Skill, Honesty and Going the Extra Mile
Many customers sing the praises of Motordrome. A recurring theme is the quality of the mechanics and the service provided. Here’s a breakdown of what customers love:
- Skilled Mechanics & Honest Advice: Several reviewers specifically highlight Al and his team’s expertise, particularly in accident repair. They're described as "skilled mechanics" who offer "honest and affordable" service.
- Friendly & Helpful Staff: The staff are frequently praised for their friendliness, excellent communication, and genuine willingness to help. They are often described as "real decent guys."
- Going Above and Beyond: One customer appreciated the team’s initiative in cleaning their other tyres and wheels after fitting a new wheel – a small but significant gesture demonstrating a commitment to customer satisfaction. This “little thing” is what many believe elevates Motordrome above competitors.
- Value for Money: "Reliable, honest and well priced!" is a common sentiment. Customers consistently mention good rates and a sense that they aren't being taken advantage of.
- Trust & Longevity: Reviews emphasize a long-term relationship with Motordrome, with individuals stating they’ve been customers for “absolute years”, pointing to a history of positive experiences.
"A highly recommend service was provided…honest affordable efficient service, friendly staff excellent communication, plain to see why the business has been operating for so long, thank you Motordrome Hastings for getting my work vehicle usable again.👍🏾" - A satisfied customer.
Potential Areas for Improvement: Pricing Transparency & Customer Service
While overwhelmingly positive, some reviews reveal areas for improvement, particularly concerning pricing transparency and handling customer concerns.
- Pricing Confusion: A significant issue raised is a lack of clarity around pricing over the phone. One customer reported being quoted $240 per tyre, only to discover the quoted price was the overall cost for all tyres, resulting in a bill of $480. This highlights a potential communication breakdown that needs addressing.
- Response to Pricing Concerns: When questioned about the discrepancy, the customer felt the response was dismissive ("a shrug of the shoulders and here’s your bill"). A more empathetic and apologetic response would have been preferred, even if the initial quote was an honest mistake.
- Customer Service Handling: This incident suggests a need for improved customer service training, specifically focusing on de-escalation techniques and addressing customer concerns with professionalism and understanding. It's crucial that Motordrome provides a space where customers feel heard and respected, even when mistakes occur.
| Issue | Detail | Potential Solution |
|---|---|---|
| Pricing Discrepancy | Quoted price unclear over the phone. | Implement a clear policy for phone quotes (e.g., specify "per tyre" or "total cost"). |
| Handling Complaints | Dismissive response to pricing question. | Train staff in empathetic customer service and conflict resolution. |
Facilities & Offerings: Accessibility & Core Services
Motordrome Tyre and Auto Services clearly prioritizes inclusivity and a broad range of automotive services. Here’s a summary:
- Accessibility: They have made a significant effort to be accessible to all customers, with wheelchair accessible entrance, parking, and restrooms. This demonstrates a commitment to serving the entire community.
- Core Offerings: Beyond tyre services (fitting, alignment), Motordrome offers a variety of essential services:
- WOF (Warrant of Fitness) Inspections: A vital service for ensuring vehicles meet NZ safety standards.
- Mechanical Repairs: Addressing a range of mechanical issues.
- Accident Repair: Recovery work following accidents, including steering arm replacements as highlighted by one reviewer.
- Oil Changes: A routine maintenance service.
- LGBTQ+ Friendly: Motordrome's commitment to a welcoming environment extends to inclusivity, as they identify as LGBTQ+ friendly. This contributes to a positive and accepting atmosphere.
They are a popular choice in Napier for vehicle maintenance and repair, and if they address the pricing transparency issues and refine their customer service responses, they can further solidify their reputation as a truly excellent service provider.