| Author | Message | ||
     Portero72 |
A few of you may have heard about a saga I endured with my 06 Uly. For a few of the details, read here; http://www.badweatherbikers.com/buell/messages/17/ 409046.html?1224596086 For those not inclined to read through all that, the story goes as such: I bought a new 06 as a leftover in August of 07. Until May of 08 it was a dream bike. Then it all fell apart. From May to October it suffered roughly 15 separate mechanical failures ranging from the merely annoying(fork seal) to the unexpected(bad rings/valve seals). During that time it was out of my posession/in repair more than it was in my garage. The last straw was an overheating issue that could not be resolved and a 2nd fuel pump issue. At this point, I must mention that the service dept at Cowboy HD in Austin were stellar-great communication, sincere effort, and friendly attitudes all around. My problems were NOT the fault of my dealer. During the 7 weeks my overheating issues persisted, BCS, as well as Buell Tech, were involved, to no avail. I requested Buell buy back the bike and let me start over. The person handling my case then went to their superiors with my query. After several weeks of waiting, I received a call from Richard Bourgious, GM of Cowboy HD, with a proposal. A week or two of paperwork later and all was resolved. I was traded my used 06, with 13,500 miles on it(and a world of issues), for a brand new 09 Uly AT ZERO CHARGE TO ME. I am a Buell customer for life. The bad? I find the communication from BCS somewhat lacking. Calls placed are returned later, if at all. Also, as Court has pointed out, Buell/HD is a LARGE company. The bureaucracy involved in such a large organization leads to progress at glacial speed. My case was handed off from desk to desk at least 4 times. The bessings/curses of HD involvement are everywhere. The good? BCS is ALWAYS friendly and willing to help. Sincere efforts ARE being undertaken, even if it is not apparent.(I even got a couple emails of support from Erik himself). And last, I was GIVEN a bike, 3 years newer than the one it was replacing, FOR FREE. I have never heard of that happening, EVER. My thanks to all involved-Richard Borgious, the architect of this deal(to my knowledge), Court, for insight and support, John Solinski(sp?) and Carol Smith at BCS for their work, and everyone at Cowboy HD in Austin. Also, a big thanks to Erik and Co. for such a fine machine. Ride on. Buells foh-EVAH!!!! Mark | ||
| Froggy |
Awesome! I knew it had to be something good for you to be this happy! Sometimes I wish they would give me a new bike too  | ||
| Hughlysses |
a brand new 09 Uly AT ZERO CHARGE TO ME Wow.  | ||
| Etennuly |
WOW! Go Buell!  | ||
| Florida_lime |
Congratulations to you AND Buell for resolving your issues this way.  Now if they could get a dealer that doesn't drop Buell closer than 75 miles from me.....  | ||
| Court |
Selensky, and he's darn good. I've said it before, Buell is a most unique company and few folks truly appreciate how seriously and personally they take each concern. Something like this does take a lot of "doing" and paperwork so the process can seem, at times, agonizingly slow. I've put my thoughts in the original post but maintain that your manners matter as much as your merit. For a complete recap of my thoughts on dealing with Customer Service someone will have to dig out my old post from a couple years ago. Customer SERVICE is nearly worthless. Customer LOYALTY is priceless. Court | ||
| Svh |
That is great. I have been following your story hoping for a solution like this. Makes my decision to buy this bike all that much better. I am not expecting that they would do this for everybody but just the fact that they DID is amazing. I love this bike and this company. Congrats again Sam | ||
| Wbrisett |
Yep, Mark was a happy man last week. When I saw him with his new Buell, he had put a whole 20 miles on the bike. Of course by now I'm sure that's closer to the 1K service.  I have to agree, this was handled perfectly from both ends and I know I've said it before, but I'd sell my BMW before I'd sell my Buell and it's stories like this that confirm it. Wayne | ||
| Ft_bstrd |
Fantastic! | ||
| Portero72 |
I'm glad my tone came through in print. I find this resolution EFFING spectacular.  | ||
| 12x9sl |
That is awesome! I too have been following your saga with interest. It sure is a satisfying conclusion to unpleasant situation. What color did you get? | ||
| Bosh |
"I find this resolution EFFING spectacular. " +10 on that. I've NEVER heard of anything like this before. It's nice to hear such a large company had your back when the chips are really down. GO BUELL!!! | ||
| Portero72 |
12x9sl- Barricade Orange, of course. The studliest! | ||
| Portero72 |
My humblest apologies-the correct spelling is Richard Bourgeois, GM of Cowboy HD. A big hats off to him for starting that ball rolling. | ||
| Rotorhead |
That was a sweet deal for all involved. BTW Portero72 you need to update your profile to show the new bike in the "Problems/miles" section!!!! | ||
| Caddypat |
THAT IS REALLY GREAT.NOT MANY COMPANIES CARE ABOUT THEIR CUSTOMERS THAT MUCH.GO BUELL,GO AMERICAN. PAT | ||
| Crusty |
Congratulations, Mark! I know a similar story about Buell's Customer Service, but it was from eight years ago. It sounds like John Selensky is a worthy successor to Bill Bailey. I hope you're at Homecoming this summer, so we can trade stories about Buell's C.S. What an amazing company! | ||
| Smack_doogle |
Wow, Congratulations. I'm a newer guy here but I've been saving my pennies for two years now for a XB and I just got my first Buell yesterday(XB12S). (3 kids and a wife while in the Navy make saving money for toys hard to do) I wanted/bought the bike because of what it is and what it can do for me but it is really nice to hear something like this from a company so big. Again, congratulations and I don't think Buell just one life long customer but by reading this thread probably a few more. | ||
| Ksc12c |
Mark, That's really nice to hear things worked out. I like your positive comments about Cowboy H/D Service dept. Next, time the Uly needs service, I'll ride south of the River. Kevin | ||
| Ourdee |
I always like a happy ending/beginning, R.D. | ||
| Hughlysses |
Mark- How about post a photo of the new Uly? | ||
| Ironhead1977 |
I think I will tell people this story when they ask me why I ride Buell motorcycles. | ||
| Moosestang |
Was your old bike paid for and they just gave you a new one for your old one? If so, then that's a pretty fair deal. | ||
| Bertotti |
Over and above! | ||
| Johnnymceldoo |
WOW! I'll remember that next time Im in the market for a new bike. | ||
| Skinstains |
I think I should get a brand new Uly too, I can't seem to keep the gasoline in mine. I mean no matter how much I fill it up it's always empty in a couple of hours. What's up Erik ? Hook a brother up... | ||
| Portero72 |
Moosestang- The dealer/my credit union did an 'exchange of collateral'. Didn't effect my loan one cent. Hugh- I'll post a pic..... ...as soon as someone tells me how. DOH! | ||
| Reuel |
If that had happened to me, I'd do everything in my power to thank Erik personally and ask him to autograph my new Uly! Wow! I've had all sorts of issues with customer service at some Buell dealerships, but I know the heart of the origination of Buell motorcycles. I don't think I'll ever get a motorcycle that doesn't have Buell stamped on it somewhere. It'll probably be next year, and I'm stuck somewhere between the XB12R and the Uly... I've been keeping up on your story, and I sort of expected that resolution. Court! Thank Erik for me and everybody else out there! Now for another shot of rum ... | ||
| Court |
Cool | ||
| Court |
 There . . . NOW tell your story! |
