| Author | Message | ||
     Redscuell |
I've been pleased to see the threads with posts about BMC's customer service effectiveness, but nevertheless with trepidation I called c/s in Milwaukee to inquire when my 09 R would arrive in Australia, given that that my dealer verified it was built and shipped by the end September and could tell me no more. It's now the middle of November. The c/s rep, who was very nice in that lovely American way, said she couldn't tell me, and only my dealer could (and since my dealer couldn't, maybe it's strike 2?). And, sorry to say, I wasn't even surprised. Anyhoo, when HD's offices open in an hour or two my time, I'll call HD in Sydney area, and advise the Board as to how they go. I have no problem with the time it takes for something to get here by ship; I never expected them to fly it over by military transport plane. But I do think I should be able to EASILY get a definite ETA, unless transport communications have taken a giant step backwards. Its' not that I'm in any HURRY to ride my new Buell or anything!  | ||
| Jpfive |
Times are bad - probably not feeding the guys at the oars too well... | ||
| Slypiranna |
I always imagined Aussie to be more so on the warm side? Meaning, you guys ride year round? Whatever...it'll be worth the wait and I'm sure you already know that patience is a bunch of crap!!!!!!!  Hope you get your bike off the boat sooner than later! Please let us know what you think once you get her adjusted!...DON'T baby the breakin! RIDE IT like your running away from something that is bad...she'll reward you! Can't wait to read of the stork's delivery! | ||
| Court |
For what it's worth Customer Service would have no information regarding build schedules, transportation or delivery of new bikes. Your dealer, from day 1, has the most current information available. | ||
| Zac4mac |
Mine was coming, by truck, less than a thousand miles. I found out when it would arrive, ten minutes after the fact. Was at the dealer in 15 minutes and the de-crating began. Hang in there. Z | ||
| Redscuell |
Thanks for that, Court. I did ask my dealer yesterday and they'd no idea. But they called today to say that my call this morning to HD/Buell in Sydney had triggered the release to them of the info that the bike will land 19 November; and that it will take 2-3 weeks for it to be released to them for sale. I've not owned a brand-new bike before, as I've been riding just 3 years. Victoria requires that every rider begin on a 250, including experienced overseas riders; I sold that 85 V-twin and graduated to an 83 750 V4 that I hand built myself from a parts bin sourced from 'round the world. Now I'll have ~150hp and RADIAL TYRES! Wowwww. | ||
| Paint_shaker |
What Court said. Also, IMO when the answer "I/we don't know is given", it usually means someone is too lazy to find out the correct answer. | ||
| Ccryder |
Paint Shaker, ya know that statement: ""I/we don't know is given", it usually means someone is too lazy to find out the correct answer."" is pretty much inaccurate at Buell. If you knew how they were organized, you would understand that Buell CS does not have access to that shipping information. I'm sure Court could go into GREAT detail on the org structure of Buell and H-D if, you were really interested. TIme2Work (the corporate world awaits my attention) | ||
| Redscuell |
I doubt that Paint meant that anyone but the dealer was too lazy (initially) to find out the answer; certainly not Court. Nor would he have meant BMC, because BMC got me the answer I sought; I just needed to find the correct button to push. And, Ccryder, to support your own positive comment about BMC org, my call to C/S in Sydney ultimately was responded to by the dealer; which was very professional.  | ||
| Court |
Although I am proud of my accomplishments in raising laziness to an art form I'd argue that someone telling me "I don't know" is often a sign of honesty. I go through the same thing from time to time with "I don't care". Some folks take it as a cold shouldered comment of indifference when sometime I really mean . . "I don't care, I am indifferent and all options are equally acceptable to me". I go through this with my wife . . SCU: Where do you want to go to dinner? W&W: I don't care. SCU: Well if you are going to be that way. . W&W: No, really, ANYPLACE is fine. You get my drift. I think Buell Customer Service is doing a stellar job but they REALLY don't have the requested info. | ||
| Fresnobuell |
"I don't know" is always better followed by the reason why the person doesn't know....just like we as Buell fanatics like to know why BMC does certain things to our bikes. "I don't know" without an explanation of why is insulting and unacceptable to me. It's basically saying the customer is so unimportant that he/she doesn't even deserve a full answer. | ||
| Court |
>>> It's basically saying the customer is so unimportant that he/she doesn't even deserve a full answer. No it's not. While I agree that "I don't know" should be followed by something like:
The basic "I don't know" is an honest answer. You are on to something that I am currently writing about but you've taken a bit of a confrontational position by assuming a person, who honestly says, "I don't know" is somehow being demeaning. T'aint so. . . . of course, I am the one, while working at Buell, who told a customer to blow it out his ass and hung up on him when he got smart mouthed. I have a habit of insisting on manner similar to what I was taught to use at the dinner table as a kid. | ||
| No_rice |
i have given an "i dont know for sure" answer more than a few times since i have been working behind this parts counter. but that is usually followed by a, "but i will see what i can come up with" or something similar. i have never been one to appreciate it when someone tries to fill me full of $hit. i am very good at reading people and most people suck at lying no matter how hard they try. i would much rather tell someone i dont know, and then try to get them an answer then to give them a false one. i think thats the biggest problem with what i read. BCS should be able to get an answer to basically anything buell related. it may require a call back to the person but so be it. if they are not allowed access to get answers to half of the things being asked, why are they there? | ||
| Court |
>>> BCS should be able to get an answer to basically anything buell related. What is the "quick ratio" for the dealer you work for? What is the interest rate on their mortgage? My point? These are not "secret" or confidential information. Someone knows, and it's their job to know. If you gave a "I don't know" answer you would be answering perfectly honestly. By mistake or design Customer Service has no contact with transportation. BUT . . dealers have quick and accurate information to that information through SPOC. Calling Customer Service and asking that question is akin to calling the Police Department to report a fire . . it's not that they CAN'T help you, it's just not the appropriate cache for the information. Be mindful that until that VIN is sold that Customer Service can't even "see" the VIN. | ||
| Fresnobuell |
Court, please re-read my statement. "I don't know" without an explanation of why is insulting and unacceptable to me. It's basically saying the customer is so unimportant that he/she doesn't even deserve a full answer." A full answer in this case would be the reason why he/she doesn't not know and a method to remedy the situation. There is no way that everyone is going to have the entire "real" answer everytime (I didn't mean to imply that at all.) I agree 100% anyone would rather get an honest answer rather than a line of BS. | ||
| Court |
I did re-read it. I don't think we're far apart but I'm not sure the folks at Customer Service are up on all the various functions, not sure. The correct answer, I'd guess, would be "I don't know. Your best bet would be to check with your dealer". That'd be completely accurate and honest. | ||
| Fresnobuell |
The correct answer, I'd guess, would be "I don't know. Your best bet would be to check with your dealer". I would like also a short and sweet explanation that BMC CS has no contact with transportation and that's why they don't know. People assume CS can answer all Buell-related questions like No Rice stated. When thy can't it would be nice to know WHY in addition to the recommended method to get the info. | ||
| Redscuell |
Oh, my God, what are you lot going on about!? I got my answer and I got it by calling Buell customer service in Sydney!! Then I try to say nice things about it and you're all still going on about it. Bloody oath.  | ||
| Fresnobuell |
Okay Redscuell is shutting down this thread.  | ||
| Carbonbigfoot |
Like Hell! Is the Drummer ready yet? <just kidding, norice!> Rob (Message edited by carbonbigfoot on November 14, 2008) | ||
| Paint_shaker |
I should clarify... My comment was not directed at BCS or Buell. It was more directed towards the schleps at the dealership. And yes, not all dealers are schleps, but a majority have at least one schlep working there. So... If I am buying my bike from the dealer and it has already shipped from BMC SOMEONE should know where the bike is at. The schlep at the dealer may not know, BCS doesn't know, but SOMEONE does. And given the extent of today's technology SOMEONE should be abe to find out at least a target date for delivery.... | ||
| Paint_shaker |
The difference between customer service and customer dis-service.... "Why is the muffler under the bike?" Good Customer Service example; explain Trilogy of Tech and mass centralization or "I don't know, but let me find out" Bad Customer Service example; "I don't know" or some other variation... or flat out make sh*t up.... I've seen it happen! |
