| Author | Message | ||
     Johnparts |
I dont know if anyone knows what I have been going through with my XB but I just have to say Buell is really stepping up to the plate and taking care of me big time. Last March I had a bit of a situation with my front cylinder head and no one would touch it at any dealership. I blew a spark plug out of the front head and ripped the threads out completely. Buell blamed this on the dealer who did my 5k service and the dealer blamed me for this problem so I was left with having to pay out of pocket for this repair. I pulled my head and gave it to a friend who worked for a machine shop for repair and had since then lost contact with him. I called the shop and he no longer works for them and they claim he never had my head there for service. So I made the call to Buell customer service to see what I could do to order a new head with valves since they only offer the heads bare at the dealer. John from customer service listened to my tale of woe and told me he would check their warranty return part to see if there was a head that was returned to replace my lost head. I just have to say WOW thank you John for giving this guy faith in Buell again. | ||
| Diablobrian |
great story. I have a similar one involving a broken headlight bezel at homecoming. These are good people. | ||
| Bigwallfish |
Does this mean we might be seeing you on the road again this spring? Glad to hear this is being taken care of for you. JW | ||
| Johnparts |
Yes James My Hatred for the Bike is subsiding I'll be back out in full force next spring. Even though everyone I know hates me now. | ||
| Swordsman |
Y'know, after all the negative stuff that keeps getting posted about Buell's CS, I fully expected this to be a sarcastic post. Thanks for the positive note! It's a pleasant change!  ~SM | ||
| Court |
This is wonderful to hear. I spent some "quality time" with the team at Buell Customer Service recently and was thrilled to learn of some of the things they are undertaking in direct response to customer feedback. The call queue system has been reworked to get you to the proper person quicker and some physical rearrangement has taken place to allow the CSR to have easy access to the technical staff. In addition the center of the common area has a large work surface where engines and a variety of parts can be placed to use as aids during telephone conversations. Plenty of other challenges to be sure, but great progress and most importantly a great "can do" attitude on the part of the staff and some impressive technical capabilities. Kinda cool to have a Buell Tech group that includes a guy who actually has done Buell Land Speed Racing. Good to hear of your experience. . . . | ||
| Bumblebee |
When I had trouble with my XB9 in warranty the dealer was dragging their feet. I called Buell and they went right to bat for me. Buell wants you to be happy. I think the customer service issues originate at the dealer. In my case Buell's are sold by a huge HD dealer, their focus is on HD, and I see a "Culture Clash" between the "Buellers" and "Bikers" which shows right through in some of the dealers staff. Yes, it took them 9 weeks to repair the problem (a broken valve spring) but when I got the bike back it was 100% | ||
| Brineusaf |
BCS has stepped up for me as well. The dealer was giving me a hard time about a stator/regulator/battery replacement - a quick call to BCS had us on 3 way with the dealer resolving the issue. Awesome work. | ||
| Swordsman |
Heh, good to see they're starting to put the smackdown on those surly dealers.  ~SM | ||
| Steveb |
Without exception, every contact I have had directly with Buell has been great. At the dealership level, it's been a coin toss and some only use their own double sided coin, sigh. |
