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Fast1075
| | Posted on Friday, September 18, 2009 - 06:03 pm: | 
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I have been following this for a while and I am compelled to throw in my two cents. I have been dealing with customer/product issues for quite a while...my industry is not the motorcycle industry, but the parallels are the same.
The bottom line is...warranties are specified on all products, as to what the coverages and limitations are. The manufacturer and as their agent, the dealer have very defined areas of responsibility.
Most of the time, the dealer EATS costs that that are not obvious to the end user...the dealer is just trying to satisfy the end user....of course, this varies greatly from dealer to dealer...some will not spend a cent to expedite a repair...others, taking the longer view will expend a certain amount of cost and energies to assure a satisfied customer...such "above and beyond" is not a warranty requirement.
Lets say I had a new gizmo...the gonculator shaft broke...I go to my dealer about the problem...I am unhappy that my gizmo broke...the dealer can't snap his fingers and fix it...but needs parts...the dealer knows (assuming he is an educated and wise dealer) that he has spent a large amount of money on advertizing and such to get me in the door...he has an investment in me....and he also knows that one happy customer will tell a few close friends that he was well taken care of...and also that he will tell 30 or 40 people if he thinks he got the shaft. There are three ways this can work out.
One way is he drops what he is doing and magically comes up with a fix while I am there....result one HAPPY customer.(HAPPY dulls the pain of breaking down)...the next way is SATISFIED customer...dealer could not fix it on the spot, but was VERY proactive on getting it done and had excellent communication with me...dealer gets it fixed in short order and maybe even give me a loaner gizmo until mine is fixed...and finally...the dreaded worst scenario....dealer pretty much has the "listen here Mack...it'll get done when it gets done" attitude.
Mr poor service dealer has been living in that mythical land where customers are endlessly lined up out the door to the point where it doesn't matter (to him) how bad the service is...he's not gonna lose a single penny by going the extra distance because there is an endless line of suckers waiting to be skinned out.
On a different tangent...I am often in the position where the customer needs a part that is simply not available...this is a very common problem in all business today..demand exceeds the anticipated supply requirement...in field failures exceed the testing model prediction rates...the customer don't give a tinker's damn why we don't have the part, and rightfully so...we sell A/C equipment in Florida...asking the customer to sleep in a pool of sweat while waiting a week for parts is not an option....we do what I have read that some of the Buell dealers have done....we pull parts from a new unit. It's funny...call the parts center and they dont have a drain pan...on back order...on the other side of the warehouse...pallets of new units....usually when a new model comes out...we buy a spare, and break it down for parts anyways...the individual parts purchased seperately cost 3 times the cost of the unit assembled...not a very feasible way to deal with motorcycle parts shortage...it just points out that there is always a way....if the reason is important enough. |
Paulp1125cr
| | Posted on Friday, September 18, 2009 - 06:03 pm: |
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hey court, thedavyboy needs a stator too. |
Xnoahx
| | Posted on Friday, September 18, 2009 - 06:28 pm: |
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Currently on backorder until 10/9 Only one dealer in the country is showing one in stock and thats Bumpus HD. Who knows if thats available though. |
Ccryder
| | Posted on Friday, September 18, 2009 - 08:46 pm: |
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Which Bumpus? |
Chadhargis
| | Posted on Friday, September 18, 2009 - 09:01 pm: |
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Paulp1125cr, I'm not a braggart, but yes...I've had extensive training on speaking (minored in speech in college), have been in Toastmasters, Dale Carnegie Course, am a Six Sigma Total Quality Management instructor, and a MSF instructor and have completed their "adult learner centered" training. I'm also a certified meeting facilitator/mediator and received training in college from the very renowned Dr. Ralph Hillman (http://www.thebreathesystem.com/text/hillman.htm) who is still a mentor of mine. He is a big believer in the power of the voice and it's effects on people. An amazing man with incredible speaking ability. |
Ponti1
| | Posted on Friday, September 18, 2009 - 09:40 pm: |
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Lots of posts here today, but where's the complainer that I asked for more details? I was hoping for a response that would make his list of "problems" more justified. |
Christiankid3
| | Posted on Friday, September 18, 2009 - 10:27 pm: |
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Whichever Bumpus dealership he is referring to does not have a stator. When I spoke with John at Buell Customer Service, he too thought they had one. However, he called them to verify and found out that they do not have it. |
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