| Author | Message | ||
     Onemanclan |
Anyone aware that HD just did something no other business in the USA has EVER done?......................... They posted 80 straight quarters of increasing profits. That's right, 20 years straight of increasing their profit from quarter to quarter. No wonder our complaints fall on deaf ears. Buell just started making money... | ||
| Xb12rdude |
Is Buell making $$, I always wondered how they are doing with profit stuff. | ||
| Court |
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| Skully |
No wonder our complaints fall on deaf ears. Buell just started making money... I can assure you that our complaints do not fall on deaf ears. Erik has set up a database that problems are entered into. Problems can be brought to the company's attention through a dealer or as an individual customer. I have an article that I will try to post with Blake's permission later today that will illustrate this. Keith | ||
| Court |
I'll save you the time, here's the article. The phrase "complaints fall on deaf ears" is not only inaccurate it's rediculous. Buell has, based solely on staying close to it's owners, done some things long dreamt of but never possible by competitors. I can cite one example where a problem was mentioned here on Badweb and Buell had a team and a plan in place within hours. There is...PLEASE QUOTE ME...."no more responsive manufacturer in the world". Buell is on par with the best. Take a read. . . http://www.autofieldguide.com/articles/080601.html | ||
| Court |
In fact....that's pure inciteful internet bullshit. Give me ONE example of your complaint to Buell that was ignored? I mean it....give me one. I call BULLSHIT! | ||
| Brucelee |
Yes, I am aware of HD's success, they have a HBS case study on the amazing run of this company. I fail to see how our complaints are not addressed. Data anyone? | ||
| Onemanclan |
I have yet to contact Buell directly with complaints I have had. Things that have fallen on deaf ears that I have complained about have been with the dealer. Buell will hear from me if they ever contact me regarding the sale of my bike (which they haven't) or the service I've received (I'm aware they wait 18 months). My local dealer saw the last of my bike since they've performed the 1000 mile. I am also referring to the multitude of posts I have read here, Yahoo groups (on Ulys), and ADVWEB. My local dealer, as I have said before, has the people skills down. They are nice, knowledgeable, etc, but they have 'pat' answers to my complaints and since I haven't had any resolved, it is my feeling that they are falling on deaf ears. To quote Howard Stern, NO MORE BULLSHIT! | ||
| Onemanclan |
BTW, I just read the article that Court posted above...It doesn't say anything about their database being used to solve customer's complaints...It appears the database was created to help Buell in fixing problems on the next round of bikes they build by seeing common complaints...Where does that article indicate that Buell uses that database to solve customer complaints? Quote, "designed to help the company respond to product issues"...This helps future customers of Buell, doesn't it? | ||
| Chadhargis |
One impressive thing about Buell is that they do respond to their customers. Try owning a BMW, then come back and talk. I've owned two modern BMWs and both had issues that were completely ignored. BMW flat out denied they existed and blamed them on "rider error". I think it's outstanding that Buell dealers as well as folks associated with the factory reads forums such as this. If I have a problem with my bike, and my dealer can't fix it, I have 100% faith that Buell will stand behind it and get it taken care of. All I want is an engine that will idle without giving me a concussion. Everything else is wonderful.  | ||
| Court |
>>>>Data anyone? Damn right. I've got CASES (actually Rubbermaid shipping crates…and two cases full of photos dating back to 1987) full of every document relating to every Buell customer with a problem I've ever encountered. Some are classics and some required some MAJOR RULE BREAKING to make things right. I'll share a secret with you boys and girls. Erik Buell may never say it in public and I'm not sure he's ever said it to me but he's OBSESSED with accepting responsibility for anything with his name on it. I can, literally, cite hundreds of cases. The only marching orders I've ever had were • do the right thing • do whatever it takes Doing that has ruffled more than one set of feathers. Erik's shook his head a couple times at the WAY I've done things, but he's never accused me of inaction. Some of the best were the ones in which I was DEAD WRONG. Case in point: Guy in New York City, nice Dutch kid who’d moved to America...had a Buell with some problems. The more the local dealer tried to solve it, the further they seemed from a solution. It was looking tough because he had a major trip coming up and wasn’t totally confident in his bike. I saw the situation and the time line. I cancelled a meeting, walked out into the back of the building in East Troy and saw we had silver (technically Billet Metallic photo bike) that had been returned. I had it loaded in the back of the pickup and headed 973 miles to New York City where I swapped the bike for the offending unit. Concerned about some of the concerns regarding the bike, I picked up the phone and called one of Buell top folks (and the guy who plays a major role in deciding what's a recall and what's not) and within 2 hours he'd loaded one of Buells top R&D Mechanics on the plane with a swing arm and a load of parts. The next day he went to work. The first thing he noticed was that the swing arm he brought had a small nick in it. He called me, called the factory and had a new one over nighted...saying "I'm not doing it if it's not perfect". We spent the rest of the day sight seeing in New York City. The next day, parts in hand, he did the NEEDED stuff, but decided "what the heck, I'm here for the day anyway" and spent the entire day dialing the bike in. That's not an anomaly. THAT'S THE WAY ERIK BUELL THINKS and it shows up in the performance of each and every person at Buell. Don't get me started on Nate and Dez (they guys who crate bikes...the LAST TWO EYES to see a Buell as it leaves East Troy) . . . . I was IN LOVE with these guys. They'd call me once a week. If it wasn't right, they wouldn't ship it. Remind me to tell you the story of the first 1997 S3-T that a HD exec ordered a guy to ship with a prototype part..and not wait until the RIGHT one arrived the next day. The guy refused...took the build sheet for the bike and locked it in the trunk of his car and told the guy "it ships tomorrow, not today". Anyone want to call for a show of hands of folks who've had Buells fixed GRATIS that were 8 years out of warranty? There is a problem with the dealer network. It's being worked on and will be solved. There's another problem, however, that's bigger and that's folks who HAVE a problem and DON'T notify the proper people but go to the internet and complain about Buell's deaf ears. People at Buell seek and accept responsibility.....it's simply "the way we do things". I'll go "example for example" with anyone.....but, then I have 20 years of DATA. | ||
| Onemanclan |
Court, I think it is admirable that Buell has people with passion (like you) working for them...Having Eric in charge with his name on the bikes is pretty unique and I imagine that you do have reams of DATA to prove many complaints over the years have been solved. As a new Buell owner, I don't have reams of data, simply experience (and some of that experience is disappointment). You say that I don't "notify the proper people"...That is simply inaccurate. Am I supposed to contact Buell each time I have a problem, or am I supposed to rely on the dealer network that they have set up? You briefly acknowledge "there is a problem with the dealer network", but don't mention any solutions to these problems (the EXACT problems I posted about, by the way). I think the problem is that you work for the company and see 1000s of things Buell does right, but I don't. I am aware living out west that Buell is many miles east of me, but what I am more aware of is that Reno HD/Buell is down the street. So, is it your advice to contact Buell each time I have a concern, that my local dealer isn't the "proper people" to talk with? | ||
| Grimel |
In fact....that's pure inciteful internet bullshit. Give me ONE example of your complaint to Buell that was ignored? I mean it....give me one. I call BULLSHIT! Knoxville H-D/Buell still has Buells in the showroom. If there is a worse example of how not to treat potential Buell buyers I'd have to consider a lawsuit over mental anguish. I've put it in the Buell demo log, emailed Buell, and emailed a known quality dealer so he could put a bug in Erik's ear about these morons. Did I mention Knox H-D blows and I wouldn't buy a H-D from them? | ||
| Skyguy |
Court, Not to deride any of Erik's or your efforts but if this is the case why do so many of us have belt issues that are unresolved? My total investment in belts, pulleys and tow trucks is now over $1,000! I was real nice to CS when I called BMC but was basicly told that I must have "abused" the belt and it was all my fault. That they knew this without even seeing the belt is uncool. I really want to be 100% supportive of Buells efforts. However, even if I am patient with the cruddy dealers I still can't get past the belt issue and how it has been handled by BMC. I won't even get into the whole 9R headlight issue. Court please tell me (if you can) why us 03 (and some 04) folks have to keep paying retail for something that is more than obviously inadequate. The sheer number of failed belts is amazing! I admire Erik and pretty much love my bike despite more problems than I ever had riding Hondas. Thanks and best regards. | ||
| Josh_cox |
Anyone who says Buell doesn't pay attention/take action is flat wrong. Buell has helped with our customers numerous times. In fact, BMC has called about checking on customers they saw with problems/gripes from this message board before. The people didn't even complain formally, it was message board ranting. These requests to fix it no matter what come from the bottom to the top of the ladder there. Everyone is proud of the bikes made at Buell and want all of us to enjoy them completely. So, whatever your issues may be, please use the proper channels to file complaints. Don't just trash talk. You will be well taken care of. | ||
| Daves |
Oneman, Since your dealer is not taking care of you and your concerns then yes, Buell CS would be the next logical call. You are in good hands here as far as getting issues resolved. Feel free to PM me with your issues/concerns. Thank you Dave | ||
| Buellshyter |
I thought Court is a construction worker. He works for Buell? I'm lost...lol | ||
| Stealthxb |
20 years straight of increasing their profit from quarter to quarter. Provides a perfect graph of the increased dissonance between people and profit. Still, my G protein coupled receptors remain overwhelmed with the bitter irony that in an unacceptable dereliction of duty by Buell a Harley dealer did everything they possibly could in an attempt to resolve a serious customer issue. • do the right thing • do whatever it takes I only wish those orders would have been included in the directive to the personnel involved in my case! Remind me to tell you the story... | ||
| Reddog3624 |
Wow. Looks like somebody opened up a can of worms. Makes me think I better go out and look over my XB real careful. | ||
| Davo |
I discovered a major dynamic vs. static timing issue and it fell on deaf ears or empty heads. No one from the factory has ever contacted me. Several dealer techs have talked to me about it and seem interested in a solution which has eluded them. I am however contacted by a lot of their customers. The factory can't fix it until they realize what is wrong. The aftermarket guys are throwing fuel at the problem to get the ignition to cool off. | ||
| 44mag2 |
The one time I contacted Buell about a problem, they treated me very well and resolved the problem for me with no problems. | ||
| 44mag2 |
I agree with Davo about the timing issue. I would really like to see an official resolution to the pinging problem. Has anybody ever contacted Buell about the pinging issue? If we don't ask for help, they can't provide it. | ||
| New12r |
I know for a fact Buell employees read these forums, Ask Stealth. Having a good dealer is important, Buell is working with the dealers even as we speak to improve c/s with its Buell customers. Remember you are dealing with a different mentality to riding with a lot of the HD guys(notice I did not say all). | ||
| Brucelee |
"Provides a perfect graph of the increased dissonance between people and profit. " Huh? Is this some socialist claptrap or what? | ||
| Onemanclan |
My thread has been highjacked! The original post was supposed to be an 'amazing statistic'...but switched to Buell customer service. As my previous posts say, I haven't had problems with Buell's customer service, simply my dealer's customer service. Anyway, I hope you all plainly see that my comments (now and previous) were NOT "pure inciteful internet bullshit'.... | ||
| Davo |
Onemanclan, I apologize for getting off track! | ||
| Onemanclan |
Hey, let's get positive for a moment...In all of this I failed to mention that I LOVE my Uly...I totally bonded with it the month I bought it. Breaking it in camping in Yosemite National Park, Kings Canyon NP, and Sequoia NP with a couple of my buddies (they were on a ZX-14 and a CBR). With full saddle bags, top case, and carrying my sleeping bag, sleeping pad, and tent on the seat behind me I managed to really lay it through the turns for that 875 mile trip. Did I mention I had a nice side trip on dirt in Yosemite that my pals couldn't participate in? All gripes aside about dealer experience, I wouldn't trade this bike for anything! One last thing, I just received the title...I just paid it off! | ||
| Davo |
Glad to hear about your experiences with the Uly. I love my Uly as well. If I didn't it would have been gone 6 months ago. I would still rather push an American bike than ride metric.......and sometimes I do push it. You got to love it!! | ||
| Court |
>>>>Since your dealer is not taking care of you and your concerns then yes, Buell CS would be the next logical call. Duh. Amazing. I'm gonna join the crowd of ex-custodians back on the sidelines for a bit. Between being dubbed s serial liar and crapped on for being enthusiastic, I'm not at all certain why I spend my time and money on this. The MUST be an easier way to get entertained. | ||
| Davo |
The "Duh" does inspire my confidence. I will continue to wander aimlessly. In order to stay on topic.....yes, it is amazing to me that Buell is making money! (Message edited by davo on August 09, 2006) |
