| Author | Message | ||
     Kaudette |
How about this to get you in a twist. HD controls the distribution (and now service - thanks to the TPS...) of Buell with the same perspective on things as Marie Antoinette before the French revolution! I'm stuck with one dealer in a 150 mile radius that can do a reset of the TPS and a "factory" tune-up. Keep in mind I have bought 2 Buells at this place before reading the below: 1. I call to arrange a reservation for the 1000 mile tune up on the 12S - I get transferred twice before the tech puts me on hold for 12 minutes before asking what my call was about... So I say, no problem (at least not his...) and I manage to get a slot on Saturday afternoon. I mention that the front isolator is beginning to look a bit worn and ask that they take a look at it and replace if necessary. He says they will have a look at it but don't have any in stock so will not be able to change it (note the bike has 1000 miles on it) Up to there, things are OK as I'm slowly acclimating to horrible customer service at this place. So I get in on Saturday 1200 to drop off the 12S and stand at the counter for 20 mins while the head tech is shooting the shit with a guy - talking HD. No - how can we help you because you spent 25G here in the past 18 mos, etc, etc... So He finally gets around to me, asks what I am there for and prints out the statement of work. Only he prints an 800km "tune-up" as opposed to the "per the book" 1600 km revision. I ask why this is the case and he says that "they" do the first check up at 800 kms "just to be sure." So I tell him as long as they mark in the owners manual the 1600 service I'm fine with that. I leave the bike with them and head off. Before leaving I mention that the recall on the horn wire came across a while ago and I did the fix myself, however prior to doing the fix there was a short leaving me stranded and blowing the only spare 15a fuse in the box so could the tech please replace the blown fuse when he goes over the bike - no prob he says. I get back around 1800 to pick up the bike - she's waiting out back and is nice and clean (she came in clean as well). I wait at the counter for another 20 mins while the guy prints off the bill and low and behold, we hit HD territory - 192 Euros ($210) for an oil change and check-up. For HD they have the Fat Boy - for Buell, just Fuc*** Boy. 3 hours to change the oil and do the rest. I told him half jokingly I can get my 2 cars done for less, and still get a free coffee - he doens't laugh. So I sign like the stupid bugger I am and do a walk around with the head tech on the bike before heading off. She is clean (power washer) and looks OK. I ask him if the tech looked at the front isolator and wanted his diagnosis - he asks the guy who said - no problem - it is supposed to look like that (note - front & rear sections eaten up). I shrug my shoulders and at that moment the sales guy walks by and asks if all is well - I tell him I'm still not sure for the isolator and he, with another tech, have a look at it and yes - it is dead, done, finished, gone. Time for a new one and ASAP. So the tech who did the work on the bike goes back to swapping a tire on a softtail and I tell the sales guy to order the parts, call me and I will have him swap it out. So I ride off, the TPS still feeling a bit weird (did they really do it.??.??) at cruising throttle. I get her home and figured I'd stiffen the susp now that it is warmer out so lift the seat and go at it. Just to be sure (I already was but what the heck), I pull the lid off the fuse box and low and behold I still have a blown 15a fuse in the spare clip). It is too late to call as they are closed so I just fume for a few minutes and let it drop. I go onto the web and see this nice KTM 990 Duke available this fall and begin plans for the next toy. I like the Buell - both the 9R and the 12S but I can't stand getting screwed like this every single time but unprofessional, discourteous, cheating dealers. They cash checks but don't live up to their end of the bargain and have absolutely no quams about it. The front isolator goes while riding and I guess things get squirly real fast - the fuse blows and I'm stranded in Timbuktu. I blow 25G and 200 for an oil change and the guy can't take 5 mins to do his job the way is should be done. I ride in on a Softail or a Dyna and they roll out the red carpet. Yeah, I can do the maintenance, and have no problem taking care of oil and filters, but that's not really the point. They don't carry any parts if something more critical goes down (belt, isolators, tranny, wheel bearing, etc..) so I'm stuck without a ride for 3-4 weeks while they order, then gouge on the labor. the next best dealer is 300 miles round trip and don't have a better reputation. The is not a mindless diatribe on the hard working and honest dealers out there - keep up the good work! However, there is so much of this going on because of the controlled distribution of the HD brands that it is killing (will) the Buell brand. At this point, so be it. I'm riding a new bike come the Fall and will send a nice card to Buell for Christmas explaining how they lost another blue-chip client to the courteous competition... | ||
| Signguyxb12 |
You should have cancelled the check....then when they called to ask why you could have said "F U" | ||
| Benm2 |
Bad customer service always puts the final shine on any customer issues. H-D is riding a wave of sales right now supported by "image marketing". The Japanese have been unable to penetrate this, as the biker market is absolutely brand-loyal (and non-foreign made is key). If these machines were sold in a market similar to that of automobiles, the situation would likely be different. I myself waited 20-minutes with an infant in my arms for a cam cover gasket & a timing cover seal. Was that annoying? Well, I don't know. The gentleman in front of me was there looking for parts for a 1976 H-D, and the dealer had SOME of them. And, the parts guy spent probably another half hour after I left helping fill the gaps with aftermarket. I've NOT seen that level of support from Japanese dealers. The Ducati dealer fills the air with an aura of "your not worthy" from the moment you go in the door, so is that any better? Motorcycles are luxury items, not necessities. The customer services demanded by automotive shoppers in a competetive marketplace don't seem to fit the "take it or leave it" attitude of the motorcycle world. With few exceptions, motorcycles ARE "luxury spending", and the customer service represents that. On the other hand, the cam cover gasket & the timing rotor seal were both in stock, and my total bill was less than $10. And, at least three different sales people came over to see my 9-month old son. Buell's do seem to be a "sideline", though. It seems that HD is not sure what to do with Buell yet. Perhaps its time for an HD-style buyout by Erik & friends? However, if Erik is happy with the current direction, I don't see it changing soon. I certainly can't answer that question, and I suspect that even those on this board who may be able to may be hesitant... | ||
| Outrider |
Motorcycles are luxury items, not necessities. In as much as I agree with the concept, I do not agree with the outcome. HD does not have a monopoly on either arrogance or incompetence among it's dealers. However their trend towards Nieman Marcus or better retail environments is a distinct turn off. I perceive Buell as a tag along, not even a legitimate R&D effort, to the overall scheme of HDI. Ergo, Bueller's will always be second fiddle. Fortunately, in my area I don't need to be concerned. I have an abundance of dealers and independents with both the HD/BMC distribution center and the aftermarket within a stones throw. However, the majority of you probably do not. I also do not perceive a motorcycle as a luxury item. Sure, it is an expense most of us can live without, but no comparison to a yacht, Ferrari or any other such expenditure. A motorcycle is an alternative source of transportation and to many of us represents the sports car we can't afford. Incidentally, I never had to wait for parts for my yacht and it was definitely not made in the same State. LMAO Don't believe me, a few years back, HDI's ad campaign said something like "would you sell these guys a lemon" and featured a mural of Biker Gang Bangers in the photo. Well, if HDI, HD and BMC still believe in that, there is no way they would not support you with the best quality product and service. Then again, the stock holders are all knowing and the demise of many of our industries. Don't believe it, ask yourself where America's steel industry went. Not to mention why you can buy furnishings made of "Northern Red Oak" from China when that wood is only grown in Michigan and Ohio! Hell, our government hasn't cared since the end of WWII. Conclusion: If you advertise "Made in America," why do to you provide made in Iraq (contemporary country selection) Service. We are not your enemy!!! | ||
| Outrider |
Just an after thought...It wasn't that many years ago when HDI screamed foul and got the US Government to levy import taxes on non-competitive motorcycles of 750cc's or more. Now look at them...ever wonder how much of an HDI product is really made on US Soil, not to mention their private labeled clothing, parts and accessories??? Top that off, Buell is probably the only HDI product that has the majority of it's bill of materials made and assembled here in Wisconsin. Heck, most of them are Pennsylvania Pork or Kansas Kows. No Milwaukee Hogs anymore. We only make the parts that fail...Like the engines and transmissions!!! Think I am going to have a night cap, hit the sack and dream about investing in Non-American interests. | ||
| Kaudette |
2 letters out to the European & Global customer care offices (first time I've actually written a letter due to poor customer service in the past 20 years...) We will see what they have to say. Thing is, at this point, they can refund me my check and it doesn't make a difference in the world - damage is done. You do not skimp on potential injury causing maintenance just because riding a Buell you are second class to the HD crew.! | ||
| Court |
>>>>Think I am going to have a night cap,
That was with good reason. It was also Harley-Davidson who requested early dissolution of the tarrif. Please read "Well Made in America".
CHICAGO, April 26 (Reuters) - Harley-Davidson Inc. HDI.N> on Monday said its board raised the quarterly dividend by 25 percent to 10 cents a share and authorized the repurchase of up to 20 million shares of stock. The dividend is payable June 24 to shareholders of record as of June 3.
That's an inaccurate statement. Did you have the nightcap first?  Court | ||
| Outrider |
Did you have the nightcap first? Sure does look like that this morning, eh? Good thing I didn't or I wouldn't have been so brief. LOL The HDI/HD/BMC comments were generalizations and I promised myself I wouldn't do that anymore. Oh well, guess that part of rehab needs a little more attention. I believe the most inaccurate statement was that Buell will always be second fiddle as HDI is working hard to establish the Buell Brand as one of theirs and not some bastard stepchild. Not all bikes over 750cc were direct competition to HD's products of the day. Concerning the shareholders, stop paying or significantly reduce dividends to modernize your infrastructure to be competitive and watch them take their money elsewhere. No need to worry about either in this economy as outsourcing, both onshore and offshore, has become the preferred option to control costs and maximize profits. Again, a generalization but not one I dreamed up. In reference to the R&D comment, it is inaccurate. Yet there are times we, as 3%'ers, feel this way. Buell is all R&D for HDI as it explores new technologies and markets. Hopefully, like the Walgreen's commercials portray, someday we will all live in "Perfect." Until then, there is the BWB to help. | ||
| 99x1 |
"We only make the parts that fail...Like the engines and transmissions!!!" From the Kitchener Record newspaper, Kitchener, Ontario Canada: --------------------------------------- (Apr 22, 2004) Harley-Davidson has taken a shine to Kuntz Electroplating. The world-famous motorcycle manufacturer is tapping the expertise of the Kitchener chrome-plating company to put the shine on engine components for its big "hogs." --------------------------------- A Honda Goldwing owner told me more of the Goldwing is made in the USA then a Harley.... | ||
| Crusty |
"We only make the parts that fail...Like the engines and transmissions!!!" Like the engine in my '98 S3 that had 60,000 trouble free miles on it (except rocker box gaskets), or my '00 M2 that has over 33K on it... | ||
| Bomber |
not to enter the fray on either side (as both parties have reasonable points of view), but 60K ain't a whole lot of mile, as measured by some bikers . . . . . . ya gotta love gneralizations . . . .they are a great deal like statistics, yes? (btw, still enjoyin the hell out of my M2) | ||
| Glitch |
The main thing I want changed is the availability of the Digital Technician. Please support The Motor Vehicle Owners Right To Repair Act, more info here. Maybe if we could do our own service work, or know of an independent shop that has a Digital Technician, the competition would help out with customer dis-service. Just my .02 | ||
| Outrider |
Yep, generalizations will get you into trouble with someone virtually every time. At least you can massage the numbers in your favor if you have access to hard data. LOL In all sincerity, I meant "here" as in Milwaukee, not East Troy, York, Kansas City or anywhere else they make and assemble stuff for HD or BMC. The engines and tranny's are made here and, if the BWB is a valid indicator, most of the problems concerning HDI products are centered around these two items. I won't bother generalizing about other boards, publications, etc., that concur. Just an observation. Not to mention, like Bomber, I am still enjoying the hell out of my X1. Oh Oh...How about this for a generalization? Bomber, Crusty and I are among the satisfied owners as we know the limitations of our bikes and operate them accordingly. Got to admit, the three of us are much older than the average Bueller. LOL | ||
| Outrider |
Glitch...Point, Match...You Win!!! Now if you all will let me off the hook for posting something I never should have got involved in, I am going back to ReHab. Ciao! |
