| Author | Message | ||
     Pkforbes87 |
Well I have only been dealing with Dillon Brothers for about 6 months now, but I'm not too impressed so far. Just got my 00 X1 back from the shop - had upper and lower rocker gaskets replaced, as well as new pirellis installed. The communication was horrible during the 2 weeks they had my bike in the shop even after I requested to be called with prices on other work I was considering having done. Also now that I got the bike back, it's idling steady at 2500rpm even after warming up which never happened before they worked on it. Also the headlight isn't working at all. I'll have to look more into it but I asked about replacing lights in the gages, and I am guessing they messed up some wiring to my headlight modulator when they took the flyscreen off to get to the gages. (the relay for the modulator is mounted on the rear of the gage cluster inside the flyscreen using double sided tape) BUT they haven't been all bad.. I dropped quite a bit of cash last OCT on heated riding gear and they gave me a good deal after HOG and active duty military discounts. All in all this dealer probably isn't specifically worse than any other dealer out there. I get the feeling that Buell riders aren't exactly at home in a HD dealer anywhere. * * * * * * * * * * * * * UPDATED: I sent the following letter to my dealer after being provided horrible service and technical help: To whom it may concern, I recently had my motorcycle, a 2000 Buell X1, serviced by the Dillon Brother’s service department. The rocker gaskets were replaced in order to fix a persistent oil leak, and Pirelli Scorpion Sync tires were installed. I also requested that the service department fix a light which illuminates the face of the tachometer. I was very pleased with the work done on the tires, and rocker gaskets. The tires are amazing, the oil leak is gone, and the engine was detailed VERY well after work was completed to remove the oil residue that the previous leak left behind. I am however upset by what I see as sub-par service on the gage light issue. When I picked the motorcycle up from the service department on the morning of March 10, I was told that the gage light was not burnt out; only dim, and that troubleshooting the issue would cost more labor time while possibly never finding the issue. As having the tachometer light fixed isn’t a huge issue for me, I decided not to pursue the problem further and rode the motorcycle to my home in Plattsmouth, NE. I noticed on the way to Plattsmouth that after warming up, the engine was idling at approximately 2500 RPM, so I called back to the service department. I was told that the Throttle Position Sensor would most likely need to be reset to zero, and the reading had most likely been altered with the new rocker gaskets and the superior seal they provide over the older, leaking gaskets. I also noticed later Monday night that the headlight was not working at all. I checked the bulb and fuse, and found both to be in working order. Tuesday morning I rode the motorcycle back to the dealership with complaints of the fast idle speed, and no headlight. The fast idle took little time to resolve. I was told that my headlight was not working when the bike was worked on previously, and that the problem was in an aftermarket modulator I installed. (The same Signal Dynamics headlight modulator in your parts catalog) Service offered to install jumper wires and bypass the modulator for a labor fee, but I opted to troubleshoot it myself at a later time. I left the dealership and less than a mile away the check engine light came on, so I returned to the service department and asked to have it looked at. I was told that there was no trouble code from the ECM, that the light would most likely go away after 50 engine starts, and that it was nothing to worry about in the meantime. I left the dealership again and headed back to Plattsmouth. By the time I reached I-80 & 84th the engine started running rough, and by 72nd it died completely so I called Dillon Brother’s and requested that someone come pick the bike up. Someone arrived very quickly and brought me and the motorcycle back to DB. Before unloading the bike from the trailer, I checked the fuel because the engine sounded like it was running out of fuel when it died. My hunch was right – the fuel tank was dry. The wiring to the Low Fuel, and the Check Engine lights had been reinstalled incorrectly after the service department took the gage cluster apart to look at the tachometer light. These were reinstalled correctly, and I was provided a full tank of fuel. When I got back to Plattsmouth with the motorcycle on Tuesday afternoon I began troubleshooting the headlight problem. Less than 10 minutes after starting, I found that the ground wire at the rear of the headlamp assembly was pulled out, and in another 10 minutes the headlight AND modulator were in working order. Hopefully you can understand my frustration over these events. I paid over $400 in labor fees to skilled Harley Davidson technicians who reinstalled the Low Fuel and Check Engine lights in reverse order after completing no useful work in the gage cluster, broke the connection to ground in the headlamp assembly, and followed that by recommending that I spend another $69/hr labor fees to have a technician bypass a $70 headlight modulator which was in perfect working order. The next time I need maintenance done on my Buell I will pay Walker’s Harley Davidson a visit. They are a much shorter drive from Plattsmouth, and as you can see, I am not the least bit impressed with Dillon Brother’s service. Hopefully another dealer can offer Harley Davidson quality service, which is the least I should expect after paying the Harley Davidson price. Sincerely, Phillip Forbes (Message edited by pkforbes87 on March 12, 2008) | ||
| Coppertop |
Quite a story! Wow, sounds like we sure didn't take care of you very well. Come on Phillip....did you really have such a horrible,inexcusable,terrible experience with our service department?? We came and picked up your bike 40 miles away and were planning on returning it to you too. p/u and delivery all at no cost to you. At fuel prices hovering around $3.50 / gallon this adds up. But, this is part of our customer service and we are happy to do so. Did we not correct our mistake?? You yourself stated the reason you had the bike in the shop was to get the oil leaks fixed and tires replaced. We knocked that out no problem. And, you have stated your pleasure with our work on those events. Your rear pads were almost metal to metal, so we didn't want you to ruin your rotor over a set of $50 dollar pads. However, because we had just installed our last set of rear pads, I had to order more sets in...this took a while. As soon as we had the pads Monday, they made their way into the caliper. Onto your displeasure.....our mistake. Nobody is perfect. We all make mistakes and errors. However, not everyone accounts for/admits their mistakes. Yes our technician reinstalled the tach backlight bulbs into reversed sockets after determining that the bulbs were not faulty and that any lighting issue could be the result of your wiring. Unfortunately, we didn't realize the socket flip-flop error until after you ran out of fuel. We were focusing on the high idle/runnability concern(which we quickly corrected). So, off you went riding home and the bike stops running. We immediately sent out our 2nd truck and trailer to pick you up. I came out to the trailer when you arrived and I checked to see if you were out of gas. It was then that our mistake was quite evident and the simple solution was clear. In retrospect, it is quite easy to see where the check engine light comes into play and why we could only pull one historic code(that would not duplicate).Turns out that what was showing up as a check engine light was in fact the low fuel light bulb in the wrong socket. My solution was to fill your tank to the top with premium, reset AFV as a precautionary measure, correct the bulb placement, and wheel the bike to you our customer with an apology for the inconvenience. Issue corrected, thought I had a potentially disappointed but understanding customer. Guess I made a mistake again and am wrong. What else could we have done to rectify the situation and make you happier? Once again, we all make mistakes. I've been known to put things in the wrong hole, install tv remote batteries the wrong way....heck, I've even forgotten to put my sidestand down when parking my bike and dropped it. Stuff happens, know what I mean Phillip? As for the headlight, it never worked in our shop and you didn't want us to fix it. The wiring is why I called you Monday. Replacing scotch locks,twisted wires,wire nuts, and electrical tape with soldered connections and shrink tubing is time consuming and expensive as a result. I understand a guy trying to save a buck, so I know why you had us stop with the electrical right there. So...that one is on you. Glad you found the problem. I also understand why you already attempted to replace your own rocker gaskets so as to save the labor charges. Thanks for the opportunity to repair those the right way! Glad you like the tires too. Those syncs are what 3 of us in the service department and one of our salespeople run on our Buells. The other two guys up front are still on their stock tires, but we might change one of them over after his set wears out. BTW, we are a passionate Buell service department and store(part of the reason I had our detailers put the special treatment on your X1....besides i'm kinda partial to the molten orange/nuc blue color combo) I work here as a Buell guy in spite of having to deal with all the apehangers and chrome, not because of it. All those techs in our shop wearing Buell mechanic shirts bought them because they support the brand, not because it is our uniform. Good luck finding the perfect Buell dealership. And lastly, thank you for serving our country. America appreciates your service and so do I. | ||
| Pkforbes87 |
Thank you Chris, for your response. "I've even forgotten to put my sidestand down when parking my bike and dropped it. Stuff happens, know what I mean Phillip?" I have to laugh at this one because it is so true. (to clarify for everyone else - I climbed off my bike at the dealer without putting the kickstand down. The only defense I have is 20+ hours without sleep due to working mid shift.) My way of thinking is that paying $70/hour labor charges is worthwhile in return for meticulous attention to detail. I wasn't being paid when I laid my bike down, but the technician who switched up gage wiring and broke connection in the headlamp ground was. If you ran out of fuel under those circumstances immediately after paying that bill, you would be a little upset as well. I see now that I didn't stress this enough, but I am EXTREMELY pleased with the rest of the work that your service department performed. The bike is running 100% better with the new gaskets, and all of the DDFI resets performed. And the detail job - WOW. My bike looks better than the day I bought it. After oil from that gasket leak getting baked into every deep dark crevice, I didn't think it would ever look the same but I was proven wrong. As for finding the perfect Buell dealership, you're right in saying that everyone will make mistakes. But I must say that I'm as equally impressed by your communication and enthusiasm for the bikes as I am frustrated by the past few days' unfortunate events. PS - there were no wire nuts used to install that modulator! The butt splices and squeeze connectors will be replaced with shrink tube as soon as I get a decent soldering iron ;) | ||
| Kilroy |
Its funny how a dealer always sees poor service issues through rose colored glasses. How they have "gone out of their way" to make things right, when the paying customer has an entirely different perspective. It is like the time I took my Bad Boy to a dealer in South Florida (un-named)to have a rear tire replaced. After almost 2 weeks of waiting, I made a surprise appearance at their shop to see what was going on. To my surprise, I found my bike in pieces. The "tech" had wrecked my bike on a test run after installing the tire. You can imagine my displeasure that no one had the balls to notify me of this, and that they were trying to rebuild my bike and get it back to me, hoping that I wouldn't notice. When I pressed the dealer for some sort of fair compensation for wrecking my bike I was hit with "We are putting all these NEW parts on your bike FOR FREE!" and don't forget "one of our techs had to go to the hospital because of all this". Didn't even give me a break on the price of the tire. I'm sure the above dealer would side with the dealer that wrecked my bike, after all, chrome is expensive to replace...... | ||
| Pkforbes87 |
I was riding the X1 yesterday, stopped at a Victory dealer to meet a friend and go riding. The bike was off about 10 minutes and when I was ready to leave.. she wouldn't start. Fired a couple times and cranks fine but just won't start. I'm being optimistic and guessing dirty fuel filter, which would be completely unrelated to the work performed earlier this week by the dealer. I do get a little kick out of thinking about the Harley trailer picking up a broken down bike from the Victory dealer ;) | ||
| Pkforbes87 |
Wasn't a fuel filter, the pump was bad. The X1 pump assembly sounds like is practically impossible to find, but Dillon Brother's service dept did a great job of tracking down all the bits and pieces that were required for me to get back on the road. Got my headers wrapped, and traction grips installed this morning. Demo rode the XB12CG, then the 1125R, and I'm still speechless. Other than my first experience at Dillon Brother's I've been completely thrilled with their customer service and hospitality. (Message edited by pkforbes87 on May 01, 2008) | ||
| Antimatter |
So the pick up and Delivery is free? I live downtown and even if i knew how to fix the problem the sidewalk on 15th street is not the place to do it. | ||
| Cowboyks |
My experience with Dillion Bro's in Omaha was very good. I haven't used their service department as I'm in Kansas City, but Sales was honest, straight forward, and a pleasure to deal with. Local Gail's HD in KC didn't have the bike I was looking for. |
