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Author Topic: Left Stranded By HOG, Honda To The Rescue!  (Read 7581 times)

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Hoist!

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Left Stranded By HOG, Honda To The Rescue!
« on: October 09, 2007, 10:02:27 AM »

Besides finding out last weekend en route to Neal's, that my motor wasn't reassembled properly, I felt a wobble halfway from Q's to Neal's. My bike doesn't wobble! Ever! First sign of something going bad. Slowed down but the wobble continued. We stopped on the shoulder of the highway to check out the bike. Nothing seemed out of whack. Rear tire didn't look bad at the time. Couldn't help but think that those unbalanced pistons were now so bad it made the bike wobble. Got back on and within 1/2 mile, it turned into a tankslapper. Got the bike stopped just past the exit, at the end of the entrance ramp. Q had already passed the exit. I made a U-turn and rode it slowly down the entrance ramp, into a gas station at the bottom. I heard Q take off in the distance, get off the next exit, and turn around to come back for me. At the gas station, we saw the rear was now completely flat. Tried to pump air into the tire, but it wouldn't take any. This was a brand new tire, installed just before HS, a trip the bike never made. Less than 500 miles in the tire. What to do.

Called HOG Roadside Assistance and got a typical clueless woman on the other end of the line. She took my info and then it came to askin about my location. I had just exited CT I-395, while she proceeded to tell me there was no I-395 in CT. She never did find that highway. But the next part got better.

She looked up my records and proceeded to tell me that I had used my "allocation" up for the year! "WTF is an allocation", I asked. She explained that as a HOG Member, your special reward for buying a brand new $30K Flagship Motorcycle, is 1 tow per year! I said, "you mean the tow I got for 1 mile to the next exit and then a short way to the dealer after this POS engine blew up on my way to HS, only 75 miles into my trip?" And then took $250 out of my pocket to have the tow guy get me, Binx and my bike home. Then spend more $$$ on airfare to salvage my vacation because this POS engine blew up! She said "yeah that"! Between the "there is no I-95 in CT" and the "you're not covered anymore" routine, I clearly explained to her that she can take her HOG and stick it up her ass! I also explained the lawsuit I'd be filing against HD and HOG for leaving me stranded due to the POS engine, and their BS policy of not even backing it up to get you off the road! "You'll be hearing from my lawyer!" CLICK!!! Done with that idiot now, what to do?

Look down the road and see a huge Honda/Yamaha/Kawasaki/Suzuki Dealer, Excalibur Motorsports. It's 8 AM now. Trip with the Naitrams is now off for us. Gotta get a tire though. I get the bike to the Honda Dealer and see that they open at 9AM. At 8:30, I see someone walking around inside. I go around the building til I found an open door and went inside. The GM got in early. I explained my problem, and he said SM would be in at 9 AM. I called the nearest HD dealer, TMI, 40 miles away. The GM was there early also. I explained what happened. He checked and had my tire in stock. But their trailer was tied up at a rally. He told me that the father of the SM from Excalibur, Mark Werner, had a HD Dealership in New London, CT for over 20 years, before it was bought out by Mike's Famous. He grew up with HD's. I might have a shot at him taking care of it. I explain to Mark what happened and my lovely experience with HOG. He explained that they only had 1 tech in until noon, and he won't work on Harleys. But he would get someone in that could. They do Trike conversions there, both Honda and HD, and had an HD guy. What to do?

First I ask him if he can plug it so I could ride over to TMI to get the tire changed. He agreed. We get the bike on the lift. I showed him the hole I found in the middle of the tire. He put the awl in to clean the hole, then attempted to fill the tire with air, to get a plug in it. It's not taking air. We suspect the bead broke. As we continued to fight to get air in the tire, we find 3 more holes in the tire on the side tread! Four damn holes in the rear tire!!! So we make the arrangements to do the job there. Q would be nice enough to ride the 40 miles each way to get the new tire. This was only after deciding not to use the 180/55/ZR17 Sportbike Radial they had there, which wasn't weight rated enough for my bike. It's now around 10:30. Q takes off.

« Last Edit: October 09, 2007, 02:12:41 PM by Hoist »
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Hoist!

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #1 on: October 09, 2007, 10:03:07 AM »

Well, the bike's on the lift and we're waiting for someone to start the job. No rush. Q will be gone awhile. Then I get a call from HOG explaining to me that someone is on their way from the TMI HD to come and get my bike. I hear that on voice mail, as I was not taking that call from the same idiot telling me the highway I was on didn't exist, and wanted to extort $$$ from me to tow my bike. I eventually listen to the VM, told Mark the deal, and he didn't have to touch the bike at all at that point. I really was stupid enough to think that my threat of a lawsuit got them to take action. Well after 1-1/2 hours, and no HD trailer in sight, I call TMI. I get the SM. He told me the guy had left shortly after Q left here. Damn, can't catch Q to get him back. Good thing! I curiously asked him what criteria was used to make the decision to come get me, after telling me earlier that they had no trailer. Was it the threat of a lawsuit? He didn't know. He got a call from HD to come get me immediately. He sent someone to get the trailer and the GM drove the 40 miles to pick me up. I'm thinking they looked at my service record, and HD did the right thing for a change. NOT!!! Then he said it would be about $250 for the tow! After recovering from that one, I asked WTF that was all about. He said he got a call from HOG after I apparently lost phone service, and they told him to get me and charge me! I politely told him to F off and not to bother. 15 minutes later, the GM from TMI pulls in with the trailer to get me. What to do?

Now I'm laughing my ass off. "You mean to tell me your SM never called you to go back? That I wasn't paying a nickel for the tow, and HD would be hearing from my lawyer. And that my buddy was on his way back with the tire strapped to the back of his SERK?" And then the fun part. For me anyway. I continued to give this poor guy a ration of chit for about 15 minutes, on HD, their POS 110 engines, HD's abandonment of everyone on HD's issues, how they treat us like idiots, and how I hope they get their balls sued off for all the issues we have on our '07 CVO's, his flagship line, yada, yada, yada! Poor guy. He sat there quietly for 15 minutes and took all the chit I could possibly throw at him. He was very nice about it, and I actually felt bad for the poor guy. NOT! He He! Then he left to go back.

About 20 minutes later, Q returns with the new tire. The Honda dealer meanwhile, setup Binx and Heather in the lounge with coffee and Big Screen TV. Offered them pizza that they had ordered for the MRSF class that was finishing up in their huge parking lot, and had been treating us like GOLD!!! C'mon into the Service Area Howie, and watch us work on your bike the entire time. No problem at all being back there. I guess they have nothing to hide like HD does! I'm then introduced to John Cirrito, the Tech who would be working on my bike. What great guy. All he wanted to do was the right thing. This guy actually CARED! He even knew what a torque wrench was! We proceeded to pull the wheel, and even used my assistance when he needed it. Wasn't afraid to ask when he realized I knew this bike inside and out.

We get the wheel off, get it on the tire machine, and remove the bad tire. Has all the plastic covers for the machine, and takes great care so as not to damage my $1200 chrome rim. Gets the new tire mounted and balanced. I give him a hand getting it back on the bike. He then takes out an '07 FL Service Manual for all the Torque Specs. He torques every bolt and nut he removed. Rear axle, caliper mount bolts, even the exhaust bolts (since we removed the muffler). I almost faint when I see this. This was the most proper wheel R&R I've ever seen in my life!!! Professionalism you'll never find at these arrogant HD dealers, who all think they know everything. And get this. I'm charged only $83 including tax for everything by a Hond Dealer!!!

So, we get the job done, and are back on the road at 3 PM, and went straight to lunch. I need to really thank Excalibur Motorsports for their professionalism and courtesy, Mark Werner the SM who bent over backwards to make this all happen, and John Cirrito the Tech who did the most excellent job and put HD's techs to shame!!! And also to warn ya'll that even though you bought a flagship bike, with a POS engine, that's more likely to leave you stranded than not, THAT YOU'LL HAVE TO PAY FOR ROADSIDE ASSISTANCE AFTER YOU USE IT ONCE. Whether it's HD's fault or not. Unless of course you add on their Super Deluxe Package for and additional $49.95, after you just spent $30K on their best bike. And was never explained or offered at time of sale. They can't even throw that in, especially knowing that we have untested POS engines and they use us for R&D for free. They nickle and dime us to death and this was the more of the same typical HD bullchit!

FTF and FTW!!! Kudos to Excalibur!!! HD, take a lesson in customer care from Honda, and remember the 70's!!! You really do meet the nicest people on a Honda!!! ;)

Hoist! 8)
« Last Edit: October 09, 2007, 02:12:02 PM by Hoist »
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HogBreath

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #2 on: October 09, 2007, 10:28:28 AM »

Those are pretty long posts Howie. You could have increased your post count tremendously by making several shorter posts. L :)
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Ghost Rider

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #3 on: October 09, 2007, 10:42:24 AM »

So Howie, with all of that down time at the Honda dealer did you test ride any Shadows or Gold Wings?  Those GW guys kill me!   :bananarock:
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REGGAB

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #4 on: October 09, 2007, 11:00:58 AM »

Those are pretty long posts Howie. You could have increased your post count tremendously by making several shorter posts. L :)
:zroflmao: :zroflmao: :ROFLOL:
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nidan

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #5 on: October 09, 2007, 11:07:25 AM »

When will they learn , Service is the MOST important part of customer satisfaction and future sales.

I've been in customer support engineering for half of my career , and I can tell you the way to keep a customer is treat them like gold.
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #6 on: October 09, 2007, 11:19:31 AM »

Those are pretty long posts Howie. You could have increased your post count tremendously by making several shorter posts. L :)


I had to go take a nap after the first one!
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #7 on: October 09, 2007, 11:25:09 AM »


I had to go take a nap after the first one!

You made it all the way through? I fell asleep and now have funny little impressions on my forehead that resemble computer keys.

 :D

:indian_chief:
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #8 on: October 09, 2007, 11:30:47 AM »

So Howie, with all of that down time at the Honda dealer did you test ride any Shadows or Gold Wings?  Those GW guys kill me!   :bananarock:


Travis

Be careful, he's close to walking on the dark side.
Now that Honda has his address he will likely get offers to join the "Gold Wing Road Riders Assocation"

I'm sure no matter how impatient someone is they will force a new Honda rider to sit and listen to all options that are available to a honda rider. Doesn't "GWRRA" have a website where Honda people can go to discuss the factory warranty and other issues.

Reminds me of the demo rides where a guy wanted to trade his Gold Wing in on an 08 Ultra.
Me and lilbear and Skippy walked over to look at the wing. i turned the switch on and it said,

"Hi, Welcome to Goldwing world"

I cut the switch off and the three of us ran like hell.
Hoping no one saw us looking at a wing.

 ;D ;D ;D
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #9 on: October 09, 2007, 11:33:15 AM »

It must be therapeutic for the poor feller....I'da set it a fire (has that happened to one yet).

Miker  
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #10 on: October 09, 2007, 11:36:36 AM »

When will they learn , Service is the MOST important part of customer satisfaction and future sales.

I've been in customer support engineering for half of my career , and I can tell you the way to keep a customer is treat them like gold.

Nidan

It's not like that everywhere.
My dealer does treat me and Nancy like gold.
When JC and AK were here they treated them like gold.
Everybody that I have sent in there has been treated like gold.
As much as I believe your post above is true I also believe,
"What goes around comes around"

 ;)
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #11 on: October 09, 2007, 11:38:38 AM »

You made it all the way through? I fell asleep and now have funny little impressions on my forehead that resemble computer keys.

 :D

:indian_chief:

would be funny if the impressions said Kansas
you know, something that rhymes with Mahota!

 ;D ;D ;D ;D                               :o
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16HD117

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #12 on: October 09, 2007, 11:49:42 AM »

Hoist, don't hold back!  Tell us what you really think about your 110!
 :soapbox:
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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #13 on: October 09, 2007, 12:24:17 PM »

When will they learn, Service is the MOST important part of customer satisfaction and future sales.


It’s not about learning “They” Manufactures of any product (this refers to the Motorcyclist industry) have never been in the business of NOT caring once the Check has cleared. The main reason is too many people are waiting for the same treatment if you don’t come back to buy another HD so what! HD states that the average. age is now 48 yrs – that’s average so how much time do you really have left to buy that many more HD’s or anything else.

Service Treatment is the same mode if you live near a large city ( as most everyone does now) Whatever dealer GM, Ford, HD, Honda you name it doesn’t need your love because more people are lined up to fill the service bay then they can have there DEVRY graduates work on the next person it’s a never ending supply.

TOWING:
I belong to the following MC Groups that offer Towing service
H.O.G – Will only tow (once) unless you pay additional for other service levels of pkg and will only tow a HD –
A.M.A – offers a similar towing package but will to any brand
Honda riders Club – will only tow (once) Similar to HOG but will tow any brand.
GWRRA – Family membership for extra $25 a year they will tow anything you or your Family member (NON-COMMERCIAL VECHICAL) is driving.*
*I list my adult children as members (for no extra charge) When they need help (tow, gas and lockout) the man comes and bails them out no charge.

We have participated with all of the above groups and found them to be very much alike (so we leave them as they are) I’m sure to the Horror of some folks not in the know of any of the groups just going on stereotypes.

Yes, you do get Towing if you buy a NEW HD it comes with your HOG membership you just need to take the time to read the fine print or at least the membership package (they are counting on you NOT to do that) fine print has been screwing me for the last 40 yrs so I personal take time to read it now and that works much better for me.  :)
« Last Edit: October 09, 2007, 12:32:41 PM by VAZHOG »
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ak

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Re: Left Stranded By HOG, Honda To The Rescue!
« Reply #14 on: October 09, 2007, 12:55:05 PM »

Nidan

It's not like that everywhere.
My dealer does treat me and Nancy like gold.
When JC and AK were here they treated them like gold.
Everybody that I have sent in there has been treated like gold.
As much as I believe your post above is true I also believe,
"What goes around comes around"

 ;)Chip; Thats a Fact- Owner open up closed store on a sunday. Got to see the new thunder mountain bike, Discount on shirts. He treated JC and I like  VIP,s--- Chips got some pull with his dealer. Owners is a great guy----AK
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