| Author | Message | ||
     Court |
I'm dying of curiosity. No need for a discussion here, we'll get to that. But I would be interested in knowing (feel free to cut, paste and provide responses) some things. • Have you called Buell Customer Service - yes or no? • Had you tried to get answers from your Buell dealer first? • How long did it take for the phone to be answered? • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? • Was the staff polite? • Were they knowledgeable about Buell? • Did you feel like you were talking to Buell or Harley-Davidson? • Did the person give you a case number? • Did the person handling the case make any promises or commitments? • Did they follow through? • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" • In TEN WORDS describe the most important thing that needs to be done. Mostly curious. I see a wonderful opportunity for Buell and Buell Owners. These are good times. | ||
| Naustin |
I have called Buell. WHen I bought the S3, it didn't run quite right - had been sitting for couple years, so I wasn't surprised. I had the bike at the dealer 2 times and they had failed to fix the problem. So, I called Buell C.S. Phone was answered on 2nd or 3rd ring. 1st person I spoke to answered my questions. - And just spoke to the one person. Very polite. Suggested by symptom sounded like a lean-surge, which is exactly what it turned out to be. The person was a harley person (I think), but showed no ill respect for buell. No Case number. No Promises or commitments, just ran the VIN to make sure I had all the right recalls done and told me to take it back to the dealer (again). It was pleasent enough, but it didn't help my bike get fixed any sooner. I took the bike back for a 3rd time, and after a week called the dealer. They hadn't even bothered to look at it yet (It had been raining, and god knows they can't RIDE a bike to find out what is wrong with it if it is drizzling out!!  ), so I picked it up, ordered the parts from American Sport Bike and learned how to fix it myself. What can they do better? The only thing needing improvement is the dealerships, and Buell apparently doesn't have the clout to influence them yet... | ||
| Reepicheep |
• Have you called Buell Customer Service - yes or no? Yes. • Had you tried to get answers from your Buell dealer first? Yes. • How long did it take for the phone to be answered? Answered? Two rings. Before I got though to a real human being that could even let me ask my question? 1 hour 45 minutes (after the first 45 minutes, I held out doing other work just to see how absurd it could possibly get.) • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) Absolutely. It was a four minute discussion and he had completely resolved my problem. • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? 1 relevant person, perhaps 3 operators. • Was the staff polite? Absolutely. Polite and enthusiastic and very likable. • Were they knowledgeable about Buell? Absolutely. He understood the problem immediately, and offered multiple resolution paths with the pros and cons of each (and he was dead nuts right). • Did you feel like you were talking to Buell or Harley-Davidson? 1 hour and 45 minutes of hold was clearly all Harley Davidson, and the operators / hold recordings said as much. The following 4 minutes to completely describe and completely resolve the problem was clearly all Buell. • Did the person give you a case number? Not necessary for the resolution path that we both agreed made the most sense for me. • Did the person handling the case make any promises or commitments? He promised a resolution path, explained to me why it was not really in my interest, and I declined it because he was right. • Did they follow through? Not necessary. • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" First 1:45 minutes? Apathetic or Bureaucratic. Last 4 minutes? Friend. • In TEN WORDS describe the most important thing that needs to be done. Eliminate long hold times and the sense of a corporate mote that blocks the front door. (Disclaimer, this was probably around Oct 2007). | ||
| Jasonk |
Court, Very impressed. I hope this goes in the direction I think it is... | ||
| Panhead_dan |
• Have you called Buell Customer Service - Yes or no? --Yes • Had you tried to get answers from your Buell dealer first? --Yes • How long did it take for the phone to be answered? The phone at CS? --Right after I waded through the "press one for..." thing. • Was the first person you spoke to able to provide an answer? --Yes • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? • Was the staff polite? --Yes • Were they knowledgeable about Buell? --Yes and I found it surprising that a woman knew more about my bike than I did. • Did you feel like you were talking to Buell or Harley-Davidson? --Buell. I actually felt like I was talking to a fellow Buell rider. • Did the person give you a case number? --Not in every case. Seems like the first time I called, I was not given the case number. • Did the person handling the case make any promises or commitments? --Yes • Did they follow through? --Yes • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" --•••••••••••• • In TEN WORDS describe the most important thing that needs to be done. --Make the HD dealerships get serious. The very future of the best motorcycle maker on the planet is at stake. | ||
| Panhead_dan |
• In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" --•••••••••••• Looks like the site won't post my word. Let me make up a new one because there is currently no known word to describe it. --Fuginamazing | ||
| Zac4mac |
Have you called Buell Customer Service - Yes or no? --Yes • Had you tried to get answers from your Buell dealer first? --Yes • How long did it take for the phone to be answered? The phone at CS? --Right after I waded through the "press one for..." thing. • Was the first person you spoke to able to provide an answer? --No, she wasn't the one I needed • If not, how many folks did you talk to before getting an answer? 2, she passed me on to Matt, less than a minute until he was available. • Was the staff polite? --Yes, extremely • Were they knowledgeable about Buell? Yes, Suzy found my case # from caller ID and told me she'd try to get Matt on the phone(he was on another call) • Did you feel like you were talking to Buell or Harley-Davidson? --Buell. • Did the person give you a case number? Already had one and she re-opened it • Did the person handling the case make any promises or commitments? --Yes • Did they follow through? --Yes • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" --Perfect • In TEN WORDS describe the most important thing that needs to be done. --Publish the 1125R Service Manual Also, as an endnote, I told Matt I was very impressed with the experience and the continuity of information from his involvement. He said that was their goal, the best CS they could provide at a very personal level. My reply was "that's the number 2 reason for my strong feelings for the Company, number one being the machinery itself." Zack PS - Thanks to Panhead Dan, I didn't have to type ALL of this. | ||
| Panhead_dan |
My pleasure, and please call me Dan. That handle comes from a very old nikname. I ride Buell now. | ||
| Ratbuell |
While I *am* the dealer, I want to chime in. Today impressed the HELL out of me. Had a small...discrepancy, we'll call it, at work today. One email and I am blown away by the speed and level of response. Although the level of the responder has me a bit shaky still...my stress level goes right through the roof when I realize just how far it's possible to reach sometimes, but a 60 minute blast through the mountains on the S2 "on the way" home helped that out quite a bit. All in all it was a VERY impressive response. Thank you, Court...and a bigger thank you to Anon  Days like today are why I'm proud to be aligned with a brand, company, and group of people like Buell. | ||
| Court |
Buell is an amazing company. Like an iceberg the part most folks don't see is often the most amazing. You are welcome. | ||
| Thespive |
Jim_SB has had forgettable BCS experiences... maybe he'll chime in. --Sean | ||
| Midknyte |
• Have you called Buell Customer Service - yes or no? Yes • Had you tried to get answers from your Buell dealer first? I think so, but honestly cannot recall. I usually do/would. I have a mechanic at my dealer I trust. • How long did it take for the phone to be answered? 2-3 rings. On a sidenote, and this did not happen on any call I've made to Buell CS - I really, really dislike being placed immediately on hold when calling any service number. If you are too busy to talk to me, that's what that ol' busy signal is for. I'd rather have to call back and talk to someone right off instead of playing sit-n-stew to muzak. • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) Answer yes. Solution no. Resolution upon callback to me. • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? 1, with two calls on the subject. • Was the staff polite? Yes. • Were they knowledgeable about Buell? About the issue I was calling about, initially, no. And this was disappointing because others here had reported positive conversations with them about the very issue. • Did you feel like you were talking to Buell or Harley-Davidson? Someone at HD assigned to Buell calls... • Did the person give you a case number? Yes. • Did the person handling the case make any promises or commitments? No. • Did they follow through? In a word, yes. But the initial phone call gave no indication anything more was appropriate or should be expected. • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" In the end, "Acceptable". • In TEN WORDS describe the most important thing that needs to be done. If everyone else's experience is to be believed, their response consistency needs to be worked on. | ||
| Indy_bueller |
• Have you called Buell Customer Service - yes or no? Yes. • Had you tried to get answers from your Buell dealer first? Yes. My question was "Will there be an upgraded Firebolt headlight available in the near future?". Dealer didn't know. Not necessarily the dealers fault, they are pretty much at the mercy of HD/B for that info. • How long did it take for the phone to be answered? Not long. I didn't count the rings but it was quick. • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) Yes, but not right away. She took my number, promised to call back, and she did. • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? N/A • Was the staff polite? Yes, very polite. • Were they knowledgeable about Buell? No, not really. She had to talk to someone who was knowledgeable in order to get an answer. • Did you feel like you were talking to Buell or Harley-Davidson? Harley-Davidson. • Did the person give you a case number? No. She said she had one, but I sidetracked her with a question and never got it. • Did the person handling the case make any promises or commitments? Yes. • Did they follow through? Yes. • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" Painless. • In TEN WORDS describe the most important thing that needs to be done. All the people answering phones should have the information about Buells. (oops, sorry, eleven words)  | ||
| Gearheaderiko |
Question: Is there a Screaming Eagle helpline phone number? | ||
| Portero72 |
• Have you called Buell Customer Service - yes or no? yes • Had you tried to get answers from your Buell dealer first? yes • How long did it take for the phone to be answered? depends-at times immediately, at times 1/2 hour • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) no • If not, how many folks did you talk to before getting an answer? 1, 2, 3, 4? I spoke to roughly 6 people all told • Was the staff polite? very • Were they knowledgeable about Buell? not really • Did you feel like you were talking to Buell or Harley-Davidson? HD • Did the person give you a case number? yes • Did the person handling the case make any promises or commitments? yes • Did they follow through? no • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" disappointing • In TEN WORDS describe the most important thing that needs to be done. more staff may equal quicker responses/resolutions | ||
| Onahog |
If this Includes EFB Designs....Then TOM ANGLIM has bin awsuuuummmme....He calls Me! hankb. | ||
| Kurbennett |
• Have you called Buell Customer Service - Yes. a couple times • Had you tried to get answers from your Buell dealer first? Yes • How long did it take for the phone to be answered? Less than five minutes • Was the first person you spoke to able to provide an answer? (I could care less, at the moment if you liked or disliked the answer) Yes • Was the staff polite? Yes • Were they knowledgeable about Buell? No • Did you feel like you were talking to Buell or Harley-Davidson? Buell • Did the person give you a case number? No • Did the person handling the case make any promises or commitments? No • In ONE NICE WORD describe the experience - "impressive", "poor", "so-so" Good • In TEN WORDS describe the most important thing that needs to be done. Improve the accuracy of the information. |
