| Author |
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Court
| | Posted on Monday, November 19, 2007 - 08:05 am: | 
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ooops
(Message edited by court on November 19, 2007) |
Bluzm2
| | Posted on Monday, November 19, 2007 - 11:40 am: |
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Court,
It just got better.
I just received an email from the owner of Newenough.
They too were working with preproduction samples and are now in direct contact with the distributor to further check into the problem.
These folks ROCK!!
I also received a note from the person I was working with at Newenough. I think this thread has suprised them a bit. It shouldn't really but that just ads to their "cool factor".
Brad |
Court
| | Posted on Monday, November 19, 2007 - 12:24 pm: |
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I'll bet they make a handsome windfall off your "mistake" . . . in the customer service game of "rock, paper, scissors". . . good news and treatment trumps about any problem.
I'm bailing out of this conversation . . I've obviously pissed some folks off.
 |
Jlnance
| | Posted on Monday, November 19, 2007 - 01:32 pm: |
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Its not juts the hippies I hate, its what they did to free love, drugs, rock and roll
I think my mother was a hippie. I may owe my existence to free love. |
Jaimec
| | Posted on Monday, November 19, 2007 - 01:43 pm: |
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BMW has "Owner Advocates?" I always thought they built what the engineers wanted and the customer be damned. Why else would they abandon their beloved airhead line for the high tech oilhead otherwise?? |
Doerman
| | Posted on Monday, November 19, 2007 - 02:07 pm: |
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I think the list Court provided regarding additions and changes to Buell Customer Service is a great step forward. I hope it can be implemented.
While we're at it, why not be able to order parts directly on the website and have it drop shipped (alternatively to a dealer if it is service work).
Asbjorn |
Court
| | Posted on Monday, November 19, 2007 - 03:04 pm: |
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>>>>BMW has "Owner Advocates?"
They do not. There was a very active effort several years ago and a fairly sophisticated presentation was made to the nice folks at Woodcliff Lakes.
It was summarily rejected.
They fed me a very nice lunch and made a nice offer when I moved to NYC . . . just couldn't do it.
The "ordering parts on line" is a quantum step further than some of the things I've envisioned. The parts ordering has been talked about it the past and is mired in many political and territorial issues. I think they can be solved but not without a few folks being told to stop whining. There are EXCELLENT solutions . . . |
Bcordb3
| | Posted on Monday, November 19, 2007 - 03:12 pm: |
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Why else would they abandon their beloved airhead line for the high tech oilhead otherwise??
Some people call it progress. |
Jaimec
| | Posted on Monday, November 19, 2007 - 03:15 pm: |
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But Harley was able to upgrade their engines without completely changing the character of their bikes. There's "progress" and then there's "progress." |
Sanchez
| | Posted on Monday, November 19, 2007 - 04:42 pm: |
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Newenough rocks. I do all my gear research on their site because they take the time to actually put the gear on, describe it in detail, and photograph it instead of just using stock text and pictures from the manufacturer. I can often find a slightly better price elsewhere when I'm ready to buy, but I order from newenough anyway because they put in so much extra care. |
Dynasport
| | Posted on Monday, November 19, 2007 - 05:01 pm: |
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Court, I agree with the statement that customer service is at least (for me it is more) important than horsepower, etc. It may not be that way for everyone, but it is for me. I want my bike to work. And when it doesn't I want it to be fixed (by myself or someone else) quickly and efficiently. I want to trust the people at the dealership to be honest and knowledgeable. I want the parts on hand or no more than 1 day away. I want the work done when promised. When those things don't happen, it affects my next purchase.
There are major corporations I no longer do business with because of bad customer service. My daughter laughs at me over this, but I haven't stepped foot in a Sears for a few years now. My garage is full of Craftsman tools, but they treated me terribly a few years back and I won't even read their fliers or go in their stores anymore. I REALLY hope Buell can get it right. I really WANT to like everything about Buell. I plan to purchase one when finances allow. I want to be happy I did.
And BTW, because of this post, and other positives I have heard about Newenough, my next gear purchase will be off their site. |
Court
| | Posted on Monday, November 19, 2007 - 05:16 pm: |
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>>>I REALLY hope Buell can get it right.
I'd be willing to bet on the folks at Buell . . . most of them are smart enough to not only pull this off . . . but to excel in doing so. The one's that aren't smart enough are hard headed as the dickens and, therefore, will bring great value to the team.
I expect really new, exciting and never done before stuff.
Buell's done well being a leader not a follower. . . rolling out a world class Customer Service initiative could have untold impact on buyers.
We buy differently than our parents did. |
Corporatemonkey
| | Posted on Tuesday, November 20, 2007 - 06:47 am: |
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Court, I for one greatly appreciate what Buell, and yourself are trying to accomplish...
But nothing will change until you are able to get all the cogs working together.
The dealer cog is, and always has been a sore spot. A lot of HD dealer do not invest the effort into supporting Buell. Hence their sales are lackluster, and they support it even less.
It is a vicious cycle.
The only way I see out of this is a catch 22. Buell needs boutique dealers*
But no one would build a boutique dealer without the sales to support it. Especially now with HD's sales in a slump. A lot of capital is just sitting in warehouses, or on showroom floors.
*boutique dealer = A small dealer within a larger dealer. Think BWM with Mini, Toyota/Scion, Mercedes/Maybach/Smart.
Buell really is a enough of a dissimilar product to HD's to warrant this. |
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