| Author | Message | ||
     Chris_socal |
My new 08 Buell XB12X is sitting in the garage with 73 miles on it. It will not start and I am without a bike. See post: http://www.badweatherbikers.com/buell/messages/142 838/303590.html?1188693054 Now I know what you are saying, call the dealer, surely they will take care of you. I did, you see, the dealer where I purchased the bike felt that I was not a priority today. I had to take a back seat to some oil changes and people getting chrome added to their Harley. Apparently only HDs matter and Buells (Although a division of Harley and sold by Harley dealers) don't. They were nice enough to leave me on hold forever waiting to speak to the service manager at which point someone got back on the phone and asked "are you holding for the manager?" I replied "yes." "Uhhhhh... he went to lunch." That was it, end of story. Not even a can I get your number and have him call you back, maybe I can have someone else help you, NOTHING! Now to be fair, the guy that sold me the bike has been awesome from start to finish. He has apologized multiple times to me today for the issues and the poor customer service I received from the service department. He is really trying to keep a positive relationship with me and I have been very patient with everyone, maybe too patient. I imagine that another customer would have come in and threatened some people and asked for their money back. I did not, I like the bike. It is a great ride. Smooth. I love it, which is probably why I feel so hurt at the moment. I left a message for the manager of the dealership and don't expect a call until Tuesday after he gets back from his Labor Day weekend. We will see what happens. I was given the owners number but I will try to let the chain of command handle it before I have to go to the Commander in Chief. All of this brings me to why I am even sharing this with you all. I know that I am not the only Buell owner that has had issues with getting good service from Harley dealers. I want to know if anyone else has been experiencing similar problems. If you have been treated as the "bastard child" because you own a Buell and not a Harley please post. I hope that someone at Buell will see the responses and make some changes. There is no reason to single out a specific dealership unless you really find it necessary. Please refrain from posting slanderous statements (if you are not sure then don't post it). Try to keep it as factual as possible while expressing your frustration. I guess what I am saying is please remain professional. Thanks all. Chris | ||
| Two_buells |
If you have been treated as the "bastard child" because you own a Buell and not a Harley please post OK, I've owned six Buells and feel the same way. Some dealers go out of their way for a customer some don't. Find the one that does. I was on my way from Pa to Montreal for the F1 race. I was riding my Uly and broke a kickstand bolt. I found a Dealer on my Buell GPS, called them, they fixed me and I was on my way. Parts were from a bike on the Floor! For that one good story I can give you 10 bad ones. I do most of my own work and buy my parts online from the dealer with the best price and get some good tech advice here. | ||
| Old_mil |
I hope you are able to have the problem fixed quickly...I've owned two Buells and think the dealer network is great. But perhaps that's because 4 of the other 5 bikes I've had have been BMWs.  | ||
| Davo |
Chris, Go to: "Brand New 2008 Ulysses died" thread http://www.badweatherbikers.com/buell/messages/142 838/303590.html?1188698572 | ||
| Chris_socal |
Davo, Thanks for the info. I have posted to the referring thread. -Chris | ||
| Birdmanrh |
I gave up on Buell Dealers, so much so after I get tired of the Uly I really doubt I would buy another Buell. | ||
| Orangeulius |
Chris, a couple of months after I got my new 06 in June of last year I went through a 3 month period when my bike wouldn't start, died in corners and had an instrument panel that would go dead. Repeated dealer trips were to no avail. I finally fixed everything thanks to advice from fellow BadWebbers and getting tough with the dealer. IMHO, Buells quality assurance needs help. That and the inconsistency of the dealer network really hurts what is otherwise a great bike. I was born and raised in so-cal and rode dirt bikes until I was 21. The Uly is the best street bike that has a fun factor equal to my old dirt bikes. Talk to the dealership owner and give him an earful. we are all behind you! | ||
| Johnny_uly |
I am getting ready to pick my new Uly up for a coast to coast ride (with Chris). I wanted to pick it up in one state but I heard such bad things about the dealers in that state that I felt it was worth it to travel to a different state just to have a better experience. From what everyone says, Buell is a great company but they are being undermined by some of the dealers. Buell's success thus far has been in part to HD's dealer network but that same network will stunt Buell's growth if something is not done about the situation. | ||
| Onemanclan |
No matter what I've read on this website, nor how many assurances I've received privately from Buell representatives my mind doesn't change that the HD/Buell combination (as far as sales goes) needs to end. HD sells because the bikes are cool, but more so because of the image...We take a back seat on every issue from apparel on up (especially service). Man, I'm sure these posts are going to cause a LONG post from someone! | ||
| Froggy |
I guess I’ve been the only one with an overall positive dealer experience. Rather than bore you all with details, Danbury HD/Buell has come through for me time and time again. They get a 9 out of 10 in my book, and they would get a 10/10 if I didn’t need to wait 7-14 days for an appointment for my services. Also they are a tad on the expensive side, but I guess you get what you pay for with service. | ||
| Greenlantern |
I decided to do a oil change and ran to my local dealer to pick up filter for my '07 12Ss (not dealer where i purchased bike) I grabbed filter off of shelf along with some other misc. items(polish, cloths, ect.) and proceeded to parts counter for some o-rings and gasket. 2 guys working parts counter , 2 customers (myself being one of them) on other side. I asked for the drain plug o-rings for tranny and oil plus clutch cover gasket. 30 minutes later I had the wrong gasket in hand and 1 o-ring (he asked me where the oil was on a Buell, I suppressed a chuckle and answered him). As this drama was unfolding the other parts guy was on the phone with another Buell owner ( I overheard Firebolt and he asked me if Buell guys were coming out of the woodwork today) After futzing through his computer for 20 minutes he gets back on phone with customer and says part he is asking for shows up on computer but he can not do a visual check because he has a "counter full of people"! Now I may be overweight but not by that much and the other guy at counter already had his stuff just waiting for a checkout. at this point I just asked guy handling me for 2 o-rings for part the number he did find on his HAL2000 and "aggity aggity whooshed" my tail out of there. I was more upset for that Bueller on the phone than I was for myself (trip to dealer gave me great excuse to go to great hamburger joint in neighborhood). Anywho I hope Nassau County HD/Buell can turn up the Buell service a notch. It would be nice to have a standbye dealership/ service shop in the neighborhood I could trust in case of a emergency repair need. But as it stands if the need arises and I can not do it myself then I will trailer the bike to dealer where purchased (LIBERTY HD/BUELL) where I know I will get the service and peace of mind that any customer deserves. | ||
| Jaimec |
Green Lantern: Not to hijack the thread but by chance would you be referring to All American Hamburger on Merrick Road? | ||
| Kyrocket |
The best thing you can do is not give them your money. Why should they change if you're still supporting them? I haven't been to the dealer in years (for service) and the things I can wait on come from Chicago HD (free shipping and 20% off). I understand some folks just don't have the know how or the facilities and tools to work on it themselves and if you're like me other than the "local" 35 miles away it's a two hour drive east or west. OH CRAP IT'S QUITTIN' TIME, GOTTA GO RIDE! | ||
| Greenlantern |
Green Lantern: Not to hijack the thread but by chance would you be referring to All American Hamburger on Merrick Road?  | ||
| Tipsymcstagger |
More thread hijack... HA! That's funny about All American. I grew up one town over from All American and was wondering if that's what you were referring to as I was reading your post. Only took another minute of reading to get my answer. Best fries on LI! I live in the city now and will be buying an '08 Uly in the Spring. If I don't come across a good deal on a slightly used '08, I'll buy new from Liberty. I had an '97 Sportster Sport and used to begrudgingly buy parts from Hempstead Harley if I didn't have time to wait for mail order from ChicagoHarley.com (parts 20% off list). From what I understand, Nassau HD is owned by the same folks that own Hempstead HD. I always hated their CS. Incidentally, I rode past Hempstead HD a month or two ago and it appeared to be shuttered. Have they relocated or is it all consolidated to Nassau HD now? Tipsy | ||
| Soloyosh |
Take a look at the JDPower survey... http://www.jdpower.com/autos/ratings/motorcycles Look at the sales and service columns. 5 and 4 dots respectively for H-D. 2 and 2 for Buell. This is essentially 2 different scores for the same people. The only difference is the brand of bike owned by the survey respondent. I've got plenty of stories about my dealer. The best was trying to get the sidestand recall done. Because of my experience, I do not return to the dealer even for warranty issues. It's just easier to order the parts on my own dime and fix it myself. I love the bike and have no plans to replace it, but the dealer network sucks for the most part. Good dealers can be found but they are usually more than a couple tanks of gas away from me. My KTM dealer (Bernies KTM in Mesa, AZ) is great! He's even asked about becoming a Buell dealer. I think Buell would do well in a Boutique type dealer with Ducati, KTM, Triumph, Aprilia, etc. The response he got from the Motor Company is that he'd have to become a H-D dealer first. It's funny how someone who is enthusiastic about a brand is forced to take on one they are not interested in. Kind of sounds like the "every H-D dealer is a Buell dealer" situation from a few years ago. My advice: buy all the tools to work on it yourself (or make friends with someone who has all this stuff) and never-ever return to the dealer. Does anyone think this is going to get better with the 1125R or the 450cc dirtbike? Cheers Brett | ||
| Windrider |
Soloyosh, "I think Buell would do well in a Boutique type dealer with Ducati, KTM, Triumph, Aprilia, etc." I have always thought this and I am always approached by riders of these brands to look at the Buell. Obviously this is where the demographic is to sell Buells, not the HD crowd. "Does anyone think this is going to get better with the 1125R or the 450cc dirtbike? " I have been thinking exactly the same thing. Can you imagine what will happen when the dirt bike rolls into the "Chrome Palace" shop?? Or getting on the HD mechanics to look at the Rotax??? The culture clash at Buell/HD dealerships is about to get much worse. It is time for standalone or independent Buell dealerships! | ||
| Rainman |
Stand alone would be great, but I think H-D wants to keep Buells in the dealerships because, at some point, they're going to need the younger demographic that the 1125r is going to appeal to. We have a KTM dealer recently open in my town and I've become enamoured with the 990 Adventure. Especially since I've read so much about the 08 Uly's having issues and the fact that the seat to pavement distance on the Uly is way too high for me. The other bike I'm interested in is a Triumph. Gads, I've become a boutique biker!! | ||
| Windrider |
Rainman, The 990 Adventure is an incredible bike. However, you NEED dealer support for that bike. Everyone that I have met riding one tells me first how great the bike is, then about the serious problems that they have had with it. Problems like valve train, water in oil, etc. Not little problems. If seat to pavement distance is an issue with on the Uly, it will also be an issue with the KTM. I haven't heard of any real problems with the 08 Ulys? The only complaints seen on BadWeb appear to be dealer related setup type issues not fundamental design flaws and the 08 changes were all refinements. If HD needs the younger demographic that is drawn in with Buells then they had better start supporting that line. Sales without service = fewer future sales. | ||
| Red_chili |
It's funny how someone who is enthusiastic about a brand is forced to take on one they are not interested in. When Cagiva was the parent of Ducati and Husqvarna, dealers suddenly had to take on all of them. That didn't work either, at least for the small streetbike-only dealers. They dropped them. H-D is trying to be a full line bike company I think. This is a good overall strategy, but will fall down on execution like so many do. The barrier is the very same thing that saved H-D before: the biker culture. It is exclusive, and opposed to the full line approach. They would be better off to try a side-by-side approach, but the logistics would be daunting. Yeah, let Corporate be a full line company. But don't drive it down to the street level. Let the dealers - the public face of the company - be what they want to be and what works for them. Quit trying to make a sportbike purse out of a hog's ear. (ooo, Chili make a funny...) | ||
| Vicster |
I don't know if this is exactly on topic, but thought I'd throw it in here anyway. I agree the Buell would be better served in a boutique dealership. I don't own a Buell yet, but have been new bike shopping all summer so can compare dealerships. One big drawback IMO to having Harley and Buell combined is that the average Buell customer is coming from something other than a Buell or Harley. I rode Harleys for over 20 years,and even I can sense the attitude that permeates the average Harley shop nowadays. The rider on an Asian bike is not going to feel one of the family upon entry. (I get the impression from lurking here even Buell owners don't feel that welcome.) The Buell salesman in my experience is a different animal completely from the Harley salesman in the same building, but that may not be enough to offset the attitude. Another drawback to having Harley handle Buell is that most people are going to want to trade in their current bike, especially if it is an impulse buy. Most Harley dealerships don't want to "dirty" their dealership with non-Harleys so they low ball the trade in because they want to make a profit when they resell to another dealer who only wants to pay wholesale so he can make his money too. This is what has kept me off a Buell so far, and I like the bikes. I think that Harley's idea that Buell will bring in the younger demographic who will later buy a Harley is completely wrong. Riders of other brands will IMO find upon entry that Harley dealerships just ain't "normal" - there seems to be no love of motorcycling, only love of Harley. Those who do persevere and buy a Buell will be so turned off by the poor service provided and the attitude that they will want no part of the Harley experience. | ||
| Alchemy |
Vicster, I found many of the things you describe when I first contemplated the move from Suzuki to Buell. Buell pulled me in nevertheless. When I discussed dealers with traditional Harley owners, they were not very upbeat about the dealers either but they love the bikes. I don't think I would have made the leap if not for BadWeb. It really is a pretty good substitute on several levels. | ||
| Vicster |
Aah, then it's NOT just me!  So what does Harley have to gain by insisting dealers carry Harleys in order to sell Buell? Especially when even many Harley owners buy Harleys in spite of, not because of, Harley dealers. I just don't see how selling more Buells (and they would IMO) via putting them in KTM/Ducati/Triumph type shops can in any way be a bad thing for Harley-Davidson. More people buy the HD product, have a positive experience with a HD product, and then move on to HD for their touring or cruising bike. I don't see them really growing the brand by insisting on the Harley shop alliance. Isn't having more dealers always better? | ||
| Dr_greg |
Riders of other brands will IMO find upon entry that Harley dealerships just ain't "normal" - there seems to be no love of motorcycling, only love of Harley. Bingo! This is exactly what I feel. Just never quite able to articulate it like that. | ||
| Psayton |
I have a love/hate relationship with my dealer(Harley-Davidson of Dallas). The service and parts departments have been really good to me. Especially Shawn Feiock the service manager. He and his crew took care of repairs for my wrecked CityX and did it quick. On the other hand their sales people don't seem to have a clue about Buells. I called last week asking if they could let me know when an 1125R comes in so I could check it out. I was told they had a few of them, '07s and '08s. I tried to explain that they weren't even in production yet but he still had to go look to make sure. Anyway, HD of Dallas: Service and parts is good, sales useless. | ||
| Red_chili |
From a business perspective, this should be of great concern to Buell. What we have all described is buying Buell IN SPITE of the dealerships and barriers to entry, not BECAUSE of dealerships and no barriers. I wonder how much potential marketshare is eaten up by the barriers? | ||
| Mikej |
Some people HAVE bought a Buell "because" of the dealership. But the dealership factor has been and continues to be worked on by people behind the scenes. A broad brush paints everything, while accurate painting provides better results but takes more time. | ||
| Orangeulius |
I traded my VRod in on the Uly. It was my first and possibly last Harley. I don't think many Harley owners consider the VRod to be a "true Harley" anyway. I think some just wish Buell would go away. I always feel like the red headed step child when I visit the dealership. Nobody is outright unpleasant to me I just don't feel like I fit in amongst all the Harley gear-aholics and the like. The Buell guys all hang out in their little corner of the world. I think we would fit in much better in a non-Harley dealer environment. In fact, I think Buell owners would be very popular and welcome in the right type of dealership. Human nature says that we put our effort into what brings us the most money. For H-D dealers, that's Harley bike and parts sales. Just my 2 cents. | ||
| Red_chili |
Some people HAVE bought a Buell "because" of the dealership. Yes, and I bought mine at that dealership because of the salesman, though I had to overcome the harley fog floating in the showroom. I bought my Buell almost in spite of having to go to a H-D dealership. The point being, those customers who bought a Buell because of the H-D dealership are a small minority of Buell owners, and that should worry Buell. (Message edited by Red_Chili on September 06, 2007) | ||
| Cityxslicker |
its not all profit, every once in a while you get a crazed Buell Rider on staff, that would rather grow that brand and add to the merry band of Buelligans than another chrome couch. Everyone that walks into our store sees the Buells. Even if you are a died in the wool Harley only rider (hell you might know somebody) It is the Single most fun bike I have ever had. Those that get it know that. Come see us for our fly and ride program ;) |
