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Jaimec
| | Posted on Wednesday, September 19, 2007 - 01:03 pm: | 
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Mike spoke to the dealer after I posted that message. It seems they have the belt after all. Mike got the impression on the phone that the belt MAY have been in house yesterday, but nobody bothered to notify anyone in the shop... |
Jaimec
| | Posted on Saturday, September 22, 2007 - 05:47 pm: |
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Well, you finally got to meet Mike. Hope you can help him get this all straightened out. He's been having nothing but frustration lately.
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Skntpig
| | Posted on Sunday, September 23, 2007 - 03:45 am: |
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My local Harley/Buell dealer charges shipping anytime a part (every time) is not in stock.
This isn't to have it delivered to my door it is for me to pick it up. |
Jaimec
| | Posted on Sunday, September 23, 2007 - 08:22 am: |
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To bring everyone up to speed, Mike got his bike back but the dealership (Nassau County Harley/Buell) CHARGED him for the replacement. When Mike questioned them about this, their response was "they're supposed to be replaced at 15,000 miles anyway, so this isn't a warranty item."
WTF? If he had a BLAST I'd say they were right. But he has a 2006 Ulysses! The XB bikes prior to 2006 had a 25,000 mile replacement interval, but the 06 and later bikes have NO replacement interval. Mike called Buell customer service and was told "Snapping belts are a 'grey area'" but they did ask him to send them the belt so they could examine it themselves.
Mike showed the belt to Erik yesterday at Liberty and I believe Erik told him that if the belt showed signs of abuse, like rock damage, multiple tears, etc. then it would be a case of "give me a break." He also pointed out that Mike's belt showed no such signs of abuse.
Court then asked Mike for some further details and the case number he got from customer service. I'm guessing Mike will be shipping out the belt sometime tomorrow. |
Court
| | Posted on Sunday, September 23, 2007 - 09:06 am: |
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>>>but they did ask him to send them the belt so they could examine it themselves
Who is he sending it to?
Be sure to have him include any information such as if the belt guards were in place . . .riding conditions and so forth.
It's also not a bad idea to include a letter detailing the failure, subsequent chronology of events AND requested solution.
Many folks go on about the problem but never get to what they view the solution to be. . . .they get a nice letter back thanking them for providing input and the case is closed.
If Mikey is expecting something like a new belt or a free t-shirt be sure he points that out. There are certain things that can be done at the corporate level (sending a belt or shirt) and certain things that have to happen at the dealer level. Some of the stories about Nassau sure make me wonder why folks go there. I'm going to qualify that with the caveat that it's entirely based on your Jamie and Mike's account of •••••• dealer service and support. |
Wieners1
| | Posted on Sunday, September 23, 2007 - 09:43 pm: |
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hey nice picture it would seem i was in he back ground |
Wieners1
| | Posted on Sunday, September 23, 2007 - 09:45 pm: |
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in the blue shirt |
Froggy
| | Posted on Monday, September 24, 2007 - 03:18 pm: |
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Just to contribute to the topic, Danbury finally let me down and didn't have the headlight bulb in stock. mine blew about a week ago. Personally I don't care, as now I got a reason to get the silverstar bulbs.  |
Jaimec
| | Posted on Monday, September 24, 2007 - 06:25 pm: |
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Careful, those silverstar Ultra-white bulbs don't seem to be as vibration resistant as the OEM ones. Mine just blew out on Sunday. I went to the local AutoZone and just bought a standard H7 bulb as a replacement. About $10 cheaper. We'll see how long this one lasts. |
Thumper74
| | Posted on Thursday, September 27, 2007 - 02:05 am: |
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Passion.
That's it.
There isn't much more to the equation than passion. Buell as a company seems to have a ton of passion. I’m drawn to the style, performance, innovation, individuality. That passion is rarely seen on the sales floor, service and part departments.
There seem to be a lot of 'grouchy bikers' running dealers. What I've noticed is that dealers want experience in the service department. What's that mean? Every time I speak to a Service Boss at a dealer, I'm blown away. I'm often given the 'I'm right, you're wrong attitude" I rarely get a sympathetic ear. All I would like to do is complain, get something off my chest and we'd be done. I’m the customer and the difference between a good CSI score and a negative one is usually the sympathy. “Yes Sir, Mr. Customer. I’ve been there myself and I can truly understand where you’re coming from. What can we do to make this right?” This is the turning point from a You vs. Me confrontation, to an effort between the Customer and the Representative who wants to make it right, but needs direction from the Customer. I’d rather have a Service DIRECTOR who doesn’t know the first thing about fixing a Buell, but can make me feel better as a Customer.
Parts. I know Buell does a phenomenal job making parts available and honestly priced. The dealers do not. My concern is just like everyone elses. Availability. I want wear, maintenance and commonly broken items available. I work at a Honda dealer and do you really think a customer has to Special Order a timing belt, brake pads, rotors, spark plugs, etc? Heck no. We respond and keep common items on the shelf. I work in Service as an Advisor and if I notice a common trend, I’ll let someone in the Parts Department know and they’ll relay that to the Parts Manager to allow us to keep more parts in stock. That keeps the customer coming back because we keep parts in stock that no one else does. It’s provides value because down time is minimized to removal and replacement, not ordering the part, waiting two days, and then installing it. Customers are usually blown away.
I would love to get in at a Harley/Buell dealership as a Service Director. I would turn the place around in a heartbeat, CSI scores would be through the roof. Sadly, my enthusiasm in motorcycles and experience in the automotive industry isn’t enough. Someone get me a job at a dealer. I would gladly work myself to death if I am around like minded individuals who make a difference. Court? Anyone?
Thanks for letting me rant. If these dealers (not all of’em) can get these minor things like customer service, parts availability, and sales right, we’d be set.
"I don't mind doing some heavy lifting."
(Message edited by thumper74 on September 27, 2007) |
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