| Author |
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Johnk3
| | Posted on Thursday, September 01, 2005 - 10:21 am: | 
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I had serious problems with my bike and I felt like the dealer and factory were washing there hands of me and my problem. I exchanged some email with Court and my problem was remedied by the factory and a different dealer. I believe the factory stands behind the product. In my case I think it came down to poor communication between the dealers and the factory. Luckily we have someone like Court who has a direct line in and can articulate our problems more easily than the dealers. |
Court
| | Posted on Thursday, September 01, 2005 - 10:47 am: |
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Jonathan:
Well said.
Seek solutions, not the guilty party.
Court |
Nevar
| | Posted on Thursday, September 01, 2005 - 12:34 pm: |
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"Seek solutions, not the guilty party."
Yes and No. The guilty party (dealer?) should be "brought to justice" in some manner.
Tim |
Court
| | Posted on Thursday, September 01, 2005 - 01:13 pm: |
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>>>The guilty party (dealer?) should be "brought to justice" in some manner.
Not my place.
By focusing on what I do well, I do it well. |
Nevar
| | Posted on Thursday, September 01, 2005 - 01:36 pm: |
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Sorry. Didn't mean to imply it was your job to "educate" the dealership - but it is someone's job/place.
Tim |
Johnparts
| | Posted on Thursday, September 01, 2005 - 02:06 pm: |
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WELL GUYS I WAS WRONG ABOUT A FEW THINGS THE FACTORY CALLED ME TODAY TO ADDRESS A FEW PROBLEMS I WAS HAVING AND THEY ARE TAKING CARE OF ME 100 % AND I GUESS I NEEDED TO CHECK WITH THEM AND NEVER THOUGHT ABOUT IT. I AM REALLY SORRY IF I GAVE THE WRONG IMPRESSION BUT I STILL LOVE ALL THREE OF MY BUELLS AND CANT THINK OF ANOTHER BRAND I WOULD EVER BUY TO FILL MY SPORTBIKE DESIRES |
Henrik
| | Posted on Thursday, September 01, 2005 - 02:07 pm: |
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John; thanks for clearing things up. Good for you.
Henrik |
Reepicheep
| | Posted on Thursday, September 01, 2005 - 02:27 pm: |
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Excellent John! Good news all around. |
Court
| | Posted on Thursday, September 01, 2005 - 03:07 pm: |
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 |
99buellx1
| | Posted on Thursday, September 01, 2005 - 03:57 pm: |
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"call the factory in order to resolve and issue with a local dealer like I have with my Buell"
Is that even an option if you are having problems with a dealer of another brand? |
Pwnzor
| | Posted on Thursday, September 01, 2005 - 06:17 pm: |
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I have found customer service to be lacking at every dealer i've been to. Including California Harley, and Laidlaw's Harley where I bought it. I've stopped at dealers all up and down California, and I have determined that Buells are like a pink elephant in the living room of these Harley dealers. They don't seem to want them around, they aren't even trying to sell them, and all they do is tell you how they aren't going to be carrying or servicing them any more.
I discovered the hard way that they weren't even changing my gear oil. I am now the only person who will ever work on my bike again. I hold harley dealers in disdain, and will not purchase another bike from any of them when it's time.
I understand there are going to be exceptions out there but i havent found them yet. My warranty expires in 10 days, and I dont expect to cross an HD dealer's doorstep again.
my embittered $0.02 |
Thepup
| | Posted on Thursday, September 01, 2005 - 09:22 pm: |
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I too was very upset with my ownership experience until I found a dealership that seemed to care about my bike.I love my bike again and would not think twice about purchasing a Buell again.Find a different dealer. |
Dbird29
| | Posted on Thursday, September 01, 2005 - 10:03 pm: |
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Yea, Thepup went thru hard times if I remember correctly.
Thank goodness my deaker is OK. (South Valley HD in Sandy, UT)
DBird |
L48shark
| | Posted on Thursday, September 01, 2005 - 10:17 pm: |
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I only own a Buell because of a great deal I recently found at a friendly dealership that was getting rid of their Buells to make more room for H-Ds. As much as I liked them (Buells), I didn't think I would ever own one based on my initial interest and experience with my nearest H-D dealer. I called this dealer to let them know I was coming from a neighboring state to check out a new XB12. When I got there, I found it stuffed in the corner of the parts department, surrounded by used bikes. (I thought they could at least have pulled it out since they had advance notice I was coming from out of town.) I could barely squeeze in to get next to it, and the only way I could mount it was from the right side. The dealer made certain he got in a snide comment about me mounting it from the wrong side. It was the only option, and I had showed up in full gear so I obviously wasn't a riding newbie. (But I was definitely overdressed for the occasion! :-) But even if I was a first time bike buyer, the remark was unnecessary. Then he gave me the sales pitch for the first Street Rod they had just received. It was spotlighted and underneath flashy signs on a pedestal in the middle of the showroom, of course.
I get the impression that H-D dealerships are H-D dealers first, apparel and trinket purveyors second, used metric cruiser (trade-in) resellers third, and Buell is somewhere waaaaaaaay down the list. You guys seem to be confirming my suspicions. That's too bad.
Court, what is your connection to the factory? (Sorry, I'm new here.) Cheers. |
Reepicheep
| | Posted on Friday, September 02, 2005 - 09:43 am: |
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Court's previous job... crash test dummy?
 |
Pwnzor
| | Posted on Friday, September 02, 2005 - 11:44 am: |
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Don't get me wrong. I love the bike. Nothing will change the way I feel about the bike. It's the dealers I don't like. I'll buy another Buell one day, BUT I'll probably go to Canada or fly to another state to do so. |
Kootenay
| | Posted on Friday, September 02, 2005 - 02:11 pm: |
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L48shark's experience sounds a lot like mine.
Fortunately, I have found a dealership with a service manager, and maybe even a tech, I think I can trust (coincidence that they're both women?). Unfortunately, that dealership is 8 hours away... |
Natexlh1000
| | Posted on Friday, September 02, 2005 - 05:12 pm: |
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Four years ago, I was having so many problems with my (less than one year old) X1, I was on the verge of asking to lemmon-law it away. In hindsight, I am glad I decided to stick with it. I think Boston H-D used my bike to learn on
Anyways, now my local dealership (Sheldon's in auburn) is a Buell dealership and they have a tendency to fix things right the first time.
People talk trash of Sheldon's and I don't know why. I have had %95 satisfaction with them.
They have a "fleet" of 3 demo Buells (a blast, XB9, XB12) and their Buells are first thing to the left as you enter. |
Paint_shaker
| | Posted on Friday, September 02, 2005 - 08:23 pm: |
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L48shark wrote...
I get the impression that H-D dealerships are H-D dealers first, apparel and trinket purveyors second, used metric cruiser (trade-in) resellers third, and Buell is somewhere waaaaaaaay down the list.
I think most sell more apparel and trinkets then bikes...lol |
Diablobrian
| | Posted on Friday, September 02, 2005 - 08:29 pm: |
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Buell......
Because I own a MOTORCYCLE,
not just a t-shirt. |
Steve_mackay
| | Posted on Monday, September 05, 2005 - 02:27 am: |
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Buell...
Because I ride my motorcycle
not just polish it |
Starter
| | Posted on Monday, September 05, 2005 - 08:05 pm: |
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I've had a pretty ordinary experience with a dealer in the Sydney Australia concerning warranty work they were not interested in even talking to Buell over so they could charge me. How is a seized wheel bearing a maintenance issue on my part at 2000km?
Luckily I found a dealer a bit outta town at Blacktown that is prepared to do anything to keep me happy and even gives the bike a clean and glaze each time I get it serviced. Makes me feel happy about the bike when it is cleaner on pickup than it was when I left it. Parts supply is pretty good over here with the longest wait being a month for frame pucks due to the time it takes for the boat to arrive from the states.
Don't your dealers have emergencies time slots available for warranty work? |
Xb12_ohio
| | Posted on Sunday, September 11, 2005 - 10:04 pm: |
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I won't tiptoe around anybody's feelings!! I have been all over this great country on my Buell and will no longer trust any dealer!!! I have been over charged, run around and given the a raw deal so many times that I won'nt let anyone touch my bike ever again! PERIOD!! I would love to be wrong about this. Please If anyone knows of a good service department that wont over charge me or take take forever to do a run of the mill repair, let me know. I WILL GLADLY EAT MY WORDS!!! ( In Ohio not Timbucktoo!!)P.S Should we have to beg for a good service dept. ?
(Message edited by xb12_ohio on September 11, 2005) |
Max
| | Posted on Sunday, September 11, 2005 - 11:04 pm: |
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This very interesting..I was at the autobahn this weekend there was some factory guys from east troy watch CCS and formla usa.I ask them if they every visit the board? I think one was a engieer not sure he said no.I ask why he said he didn't want to see the bitching.I was floored that he would say that to me. I thought it wasn't kind of respond I would hear from a buell employee with other bueller sit right there. Way it said very arrogant on his part.I would think it would be some input from there custmor |
Court
| | Posted on Monday, September 12, 2005 - 04:54 am: |
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I ask
he said
I ask why
I thought
I would
I would
Next time . . . just let them know when you ask that you already have the answer in mind and they can then tell you anything you want. Hey. . it's the internet. |
Reepicheep
| | Posted on Monday, September 12, 2005 - 07:40 am: |
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XB12... F&S Buell in Dayton has done good work for me at fair prices, and has a Buell tech that rides Buells.
Let me know if I can help... |
Court
| | Posted on Monday, September 12, 2005 - 11:07 am: |
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XB12... Liberty Harley-Davidson/Buell in Rahway, NJ has done good work for me at fair prices, and has a Buell tech that rides Buells.
Let me know if I can help... |
Xb12_ohio
| | Posted on Monday, September 12, 2005 - 12:50 pm: |
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Bill, Dayton is a hike and a half for me, but this is still very good info> If I had 2 I could trailer it the 3.5 hours if needed.
Court, I do travel east alot and having that dealer in my phone book could be very helpfull in a pinch. THANK YOU both for the tips on the good dealers!! |
Tommy_2stroke
| | Posted on Monday, September 12, 2005 - 01:33 pm: |
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I don't hang about on the Honda/Kawi/Yam?Suz/Beem boards, so I don't know for sure, but...
I'd bet my last nickel that the folks posting on those boards have the exact same complaints about poor customer service that people posting here do. I'd even be willing to bet that lousy, incompetent, over-priced dealer service is rampant throughout the entire motorcycle industry. If automobile dealer customer service was HALF as bad as motorcycle customer service, it'd be a scandal. Congress would be holding hearings about it. But its just a bunch of motorcyclists complaining... who can be safely ignored, politically. But the moto industry really needs to clean up its act, on its own. |
L48shark
| | Posted on Monday, September 12, 2005 - 07:23 pm: |
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I just sold a BMW in favor of a Buell, and my local BMW dealer gave me the best service I have ever received from a vehicle dealer of any flavor. Granted, they're not the cheapest machines to repair or maintain, but when you receive friendly and personalized service it goes a long way to justify the expense. This caused me to have reservations about leaving the marque, but they really did not have a player in the market I was seeking to enter.
Anyone know of a reputable Buell dealer in the Northwest Arkansas area? |
Budo
| | Posted on Monday, September 12, 2005 - 11:26 pm: |
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While you can certainley have a poor dealer experience with a metric bike, the choice of dealers is much larger. For example in my area there are four Yamaha dealers and one Buell dealer. The next nearest Buell dealer is 3.5 hours away. And my local dealer (Bumpas HD/Buell of Memphis blows). I can't comment on the service from a metric shop becasue even though I have 26k miles on my FZ1, it has not needed to see the shop. |
Anonymous
| | Posted on Tuesday, September 13, 2005 - 12:10 am: |
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Not all dealerships, nor mechanics suck.
The mech at my dealership is a real guy that I can walk up and talk to. Get explanations that I can wrap my head around. Not that I am not mechanically inclined - I just know when to defer to someone who knows more than me. I don't view an 8 thousand dollar bicycle as something to expiriment on...
anyhow...
I went in this past saturday for some of this advice. Engine had started to sound like someone stuck a wooden marble in the crankcase when I wasn't looking... I figured that the primary chain needed adjustment. And it did.
I asked how much would it cost for a few minutes of time to do just that for me (I am also due for my 5,000 mile but am low on fundage). He pushed it in, and not only did it, but showed me how to do it myself next time.
He's a cool guy in my book, and hence I am posting anon'ny lest anyone figure out the dealership and he get nicked for giving me a freebie. (if that's not a good enough reason - just delete this post and spank me in a PM)
"Your" dealership might turn out to be bad, but be sure not to go in with a chip on your shoulder before you really know, eh. |
Steve_mackay
| | Posted on Tuesday, September 13, 2005 - 04:55 am: |
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Not all dealerships, nor mechanics suck
You can say that again!
I am more than pleased with Hal's HD service.
Earlier this year, I brought my wife's Blast in for some carb problems that I couldn't diagnose and fix properly myself. They thought they had it fixed, charged me an hour, called me up told me it was done. I came by that evening right before closing time. Rode it around the block. It still wasn't quite right. They immediately wheeled it back in to the shop. The head of service was still working on it when they were closing up. They called me two days later, telling me the gas tank was "Full of crap" Flushed the whole fuel system replaced the needle and seat, the jets in the carb, new boot, etc... The bike runs better than it ever has.
Since they screwed up, and didn't fix it properly the 1st time, they only charged me one additional hour, and parts at cost. But what they gained is a loyal customer. Something many dealerships will never understand.
It seems many dealerships treat Buellers as second class citizens. Since they didn't pay $20K + another $10K worth of chrome, the bike isn't worthy. Hals has never treated me that way. |
Jaredkuper
| | Posted on Wednesday, September 14, 2005 - 12:27 am: |
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I called my local Buell dealer yesterday (Garland, TX) and said I was looking for a new battery for my 2003 XB9. The lady on the other end of the phone asked me in a voice like you would as a first grader, "Now, is that a Harley bike?" After I told her it was a Buell I waited for about 10 minutes on the line. When she finally came back she said there were none in stock, and she could either order it or give me a phone number for a Harley dealer that wasn't even a Buell dealer. How can a dealer not stock "disposable" parts? I wonder if they even stocked brake pads. Heck, I'd like to see what they DO stock. |
Jackbequick
| | Posted on Wednesday, September 14, 2005 - 11:15 am: |
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That is sad. That battery is probably exactly the same as the one that one of the H-D models use and they probably could have sold you one.
I got a battery for my M2 at Wal-Mart using the LCD battery selection guide hanging from the shelves. It had Buells on it and the battery was exactly the same size and rating as the H-D battery it replaced.
Jack |
Reepicheep
| | Posted on Wednesday, September 14, 2005 - 12:32 pm: |
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And just for the record, the Harley battery is actually a pretty sophisticated part, it is absorbed glass matt, and they tend to do very well in very demanding environments.
I don't know what the walmart battery is, but if it is a traditional motorcycle battery, it will probably have a significantly shorter lifespan then the factory part. It's probably a lot cheaper though, so that may be the right call for you, especially if your dealer can't be bothered to stock a part like that. |
Johnparts
| | Posted on Thursday, September 15, 2005 - 12:05 am: |
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I have the key to getting a good customer service experience at a buell dealer 1) remember anything can be fixed if you are patient most dealers dont have ten buell techs and ten hd techs they have ten techs and a few are buell knowledgeable not all 2) find a dealer that has employees that ride buells and know what they feel and sound like (service writers and techs and salespeople) yes its true they all sell the bikes and ride them on occasion but get to know your service guys everyone in the harley family is friendly and helpful 3) know how to describe your problem and make sure you go over it with your service writer some noises can only be heard when riding or idleing things like that make everyones life easier and last but not least 4) have fun relaxing when addressing your problem makes everyone ,yourself included more comfortable which in the busy pace of most bike shops is a welcome change of pace. As a service writer at a buell dealer i see a few and all of them get repaired in a timely and affordable manner if we all do our jobs well as customers and service professionals thank you for listening to me and remember have fun thats why we ride in the first place also if you think I dont know what I'm talking about remember I own 2 xb9r's and just bought an 05' xb12r and I love everything about them wouldnt trade them for the world and if you have a problem with your dealer talk to someone in charge and they will take care of you because people are people after the day is over |
Dave
| | Posted on Thursday, September 15, 2005 - 09:33 am: |
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John, Your Step 2) "find a dealer that has employees that ride Buells...." Heck finding a Buell dealership within 100 miles would be nice!
Seriously though that's a terrific approach when someone with your character and positive attitude is at the dealership. You seem have a genuine customer focus that I'm sure is applied to any bike that comes in your door. Based on my experience, I truly believe folks like you do not represent the majority out there. Some may shout that it's getting better all the time. I believe the product has become more reliable.
I don't feel the dealerships sponsoring Badweb represent the majority. Stone Mtn and Appleton are exceptional. Other "Buell dealerships" continue to trip over their HD chrome chubbies when asked about Buells.
DAve |
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