| Author | Message | ||
     Jaimec |
Nowadays it's common on the internet to see people complain about service they get from specific vendors, shops, individuals, etc. It is much rarer to see people post GOOD things so let me rectify the situation if I can. Due to the weather forecast, a lot of people (ie: everyone but me) bailed out of our club run this morning. Since I didn't feel like riding up to Tuxedo Park by myself I figured I'd head back home, watch the MotoGP on television, and then head up to New Roc Buell for their "Ice Cream Social" (AWESOME race, by the way... hope you got a chance to see it). Anyway, after the race, I headed up north across the bridge to New Rochelle. I was day dreaming past Exit 15 so I figured I'd get off at Exit 16 and make my way back to the dealership. I didn't realize New Rochelle was a MAZE of one way streets that would look far more at home in New Jersey. I quickly got lost. I was trying to figure out which way to go as I slowed for a light. I must've missed something in the road because as I was slowing the handlebars suddenly jerked left and right in my hands. I was prepared to get my left foot down but suddenly finding myself off balance and having to slam my right foot down instead. I ended up at an awkward angle and couldn't hold the bike up in that position. So (and here's a cliche I don't use often) I had to "lay the bike down" in order to get it back up again. Unfortunately, instead of folding up the way it's supposed to, the right foot peg instead snapped off leaving just a stump! NOW I'm in trouble! I finally made my way to New Roc Buell and went straight to the service department (which is fortunately open on Sundays). He directed me to the parts counter to see if they had the part in stock. The parts counter guy said they didn't, but that he MIGHT be able to help me, as one of the employees recently crashed a Buell and they might be able to get a peg off of it. Unfortunately, it turned out that Buell ALSO crashed on the right side and had no usable foot peg for me. I found Jack (the owner... who was the only person wearing a Buell shirt instead of a Harley shirt by the way) and told him my tale of woe. He authorized the service department to pull a foot peg off of one of the new Buells to get me back on the road again. Not only did they pull a part off a new bike, but they didn't charge me the full price for the part and (despite all of the signs saying the minimum shop charge was $35) even gave me a break on the labor. These guys are GREAT and I'll start using them for all of my Buell accessory purchases instead of Danbury (also another GREAT shop, but farther away from me). If their Buell service is this good, their Harley service must be exemplary! | ||
| Paint_shaker |
Excellent!!! It's good to hear there is still customer service available that goes that extra bit further.... Kudos to New Roc Buell!!! | ||
| Tramp |
this is how people end up with 'new' scoots that have had many parts changed off | ||
| Lonexb |
Jaime Jack seems to be the real deal. i have had nothing but positive out comes from that dealership. brian | ||
| Johnnylunchbox |
Hey Trampus, a bird in the hand I guess... | ||
| Tramp |
i feel ya, johnny, and i agree, but the r&r of 'spares' from major units disintegrates the ...welll...integrity of the unit. the factory likely torqued that puppy on at a specific value (i know, a footpeg is a lousy example, but bera with me...) now billy-bob from sales orders a new one from the parts dep't., and likely installs it himself (as opposed to ringing up a fatter internal acc't. w/sales), and maybe later, when it losens up on the owner/rider, the owner/rider might just bitch and moan about how shoddily constructed his buell product is, when it's not actually the factory's fault. again, the footpeg's a relatively weak example, but they do this with MANY parts at many dealerships.... if i purchase a major unit off the floor, i'd like to know it's all factory-finished, and that billy-bob didn't play surgeon with it.... | ||
| Jaimec |
I don't know any shop that allows the salesmen to do any wrenching. Salesmen Sell, and service men Wrench and never the twain shall meet. By the way, bikes don't come from the manufacturer completely assembled and ready to roll, there's always some final assembly required at the dealership. You never REALLY get "fresh from the factory." I'm pretty sure if I asked Jack to pull a transmission from a floor model because mine just self-destructed, he would've taken the bike in and helped arrange a ride home for me instead. | ||
| Tramp |
ummmm... jamie: i've worked at many dealerships, and i'mmore than casually aware of 'uncrating' and 'pdi'. I've had to do my share of uncrates of major units. all the parts for each unit come in one crate, and the scoots are not disassmebled much at all. further: if you worked in many dealerships, you'd likely be shocked at how often sales personnel do their own minor R&R work, so as to avoid internalized labour costs and delays. it's actually much more prevalent than you realize. jack would not have changed your trans, as the labour of the r&r is high andf, by law, must be signed off by the service dep't. a footpeg, however, can be done quietly | ||
| Jaimec |
Well in the shop where I worked, the only bike the salesman "worked on" was his own. He wasn't allowed to touch customer bikes at all. When uncrating and assembling bikes, the service guys always checked and retorqued everything. They actually did earn the "setup fees" that everyone says you shouldn't pay because "the shop really doesn't do anything." Maybe the dealership I worked was the exception rather than the rule (it wasn't a Harley/Buell dealership). | ||
| Tramp |
jamie- uncrating is not alwaysdone by the same employee who performs the pdi you described. further, i have never, ever heard of any dealership wherein 'everything' was 'retorqued'. on a typical pdi (the bulk of my experience is in bmw and triumph, some hd), there is very little retorqueing performed, if any at all. wheels are installed, bars are either flipped up or installed, seats, fairings, etc., fluids added, batteries installed, units started. little 'retorqueing' of any factory-installed components... |
