www.CVOHARLEY.com
CVO Social => Other Topics => Topic started by: BDMastiff on January 03, 2014, 08:54:47 PM
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So, the chrome ring that sits under the gas cap is pealing. My bike is only 1 year old. I showed it to the service manager at the dealership and he said it was covered under warranty. Two weeks later I was told that it would take him 45 minutes to order the part and it only cost $12.00. He told me to go inside and buy it.
Now, this dealer has been great to me. I paid under MSRP for my CVO Road Glide and they do a lot of free stuff for me. I've been out riding with the owner and I know a lot of the family. They're genuinely great people! The service manager & I have a good relationship but we've never been friends.
Do I say something? What would you do?
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Say something.
:pumpkin:
Ride Safe,
Fired00d
:fireman:
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Tell him to order the part or he can spend $12 if he is to lazy.
That's what I would say.
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Definitely ask why?
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Tell him to order the part or he can spend $12 if he is to lazy.
That's what I would say.
Yep... Good answer... :2vrolijk_21:
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WTH would it take 45 minutes to order a part? :nixweiss:
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"Two weeks later I was told that it would take him 45 minutes to order the part and it only cost $12.00. He told me to go inside and buy it."
That makes no sense. If the parts department has one available for you to "go inside and buy it", then he doesn't have to order one now does he? Something is either getting lost in translation, or this guy is f'ed up.
The bike and the part are covered by the factory warranty. Tell him you want it repaired and paid for by Harley, not you. Period.
Jerry
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I agree with everyone here.........if you can go in and buy it, then he can warranty it!
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Keep your mouth shut and go in and buy the part for $12. Thank God that it was that cheap and that it wasn't worth getting into a pissing contest with the dealer over $12. You could say something but I'm willing to bet it will cost you 10 fold down the line if you do. :drink:
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Keep your mouth shut and go in and buy the part for $12. Thank God that it was that cheap and that it wasn't worth getting into a pissing contest with the dealer over $12. You could say something but I'm willing to bet it will cost you 10 fold down the line if you do. :drink:
Agree with dlaws, they are wrong and there is no-way around that. However, for 12 bucks and they have always treated you top notch, load that twelve $'s in your gun for later. Who knows what that SM is up to. Might go to the owner and say " see I told you he didn't deserve special treatment!!!
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Momma used to say "choose your battles wisely son". You don't need a twelve dollar fight right now, even if, in principle, you are right. Keep the powder dry in case you need it later.
OWL
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Now I may be wrong :nixweiss: but the way I an interpreting what the SM has said is ... The part is $12 and the " install will be 45 min." ... If that is the case you could be looking at a bill of nearly $ 100 :o I would just mention that he said it was under warranty originally :nixweiss:
Just my 2 cents (but then again we don't use penny's anymore in Canada)
Marty
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Keep your mouth shut and go in and buy the part for $12. Thank God that it was that cheap and that it wasn't worth getting into a pissing contest with the dealer over $12. You could say something but I'm willing to bet it will cost you 10 fold down the line if you do. :drink:
:2vrolijk_21: Not Worth the Fight! You already said they do other stuff free :nixweiss: 12$ is NOTHING! to keep the waters calm ;)
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Let me make sure I understand this....
Your bike is under warranty. Your service writer said he'd take care of your warrantied problem. After two weeks, the service manager hadn't taken care of the problem. After not taking care of the problem, your service manager told you to go buy the part.
And this dealer has been great to you?
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Harley owner's usually wind up paying through the nose to fix Harley defects, first by handing over a couple grand for a service contract and then by spending a couple grand for the "Harley Tax" to make the bike run as well as the competition does right out of the crate. At what point do you guys decide to stand up for your rights? Yes, the part is only $12. Many of us have justified to ourselves spending a lot more than that to fix defects rather than fight with a dealer and the MoCo, but in the long run we just made it easier for those folks to continue to sell us crap and treat us like chit.
Anyhow, before I'd just meekly walk over to the parts counter and buy a part to replace a defective one that's definitely a warranty concern, I'd at least have a chat with that SM and make him explain exactly why he's being such an ass. If this guy was really as good as the OP says he has been to him, he wouldn't be pulling this chit. What has changed, and if the OP caves on this what will this SM try to pull on him next time?
To each his own, but in my opinion there comes a time when we have to stand up for our rights and not just let people take them from us without a fight. Maybe for the OP this is the time, and maybe it isn't. Only he can answer that question.
Jerry
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I'M THE OP. LET ME CLARIFY A 2 THINGS...
#1. I was a bit short with my words when I said it would take 45 minutes to order it. Specifically, he said it would take 45 minutes on the phone to push the warranty through.
#2. He said to go inside and buy it. I did. The part was not in stock and they had to order if for me.
Also, I've decided to keep quiet about it. I'm not wimping out but this is not a battle worth fighting. The dealership has been good to me. The owners are also MY customers and do business with me outside of the motorcycle world. The service manager can sometimes be difficult but he's usually great with me and everyone deserves to have a bad day. I can't see reaming him over $12.00. Yes, he is wrong. Yes, he is unmotivated to assist in this case. Yes, I feel kind of jipped but the world is not perfect.
Thank you everyone for your opinions.
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That clarifies a lot. You did the right thing for $12.00,made their life easier which they hopefully will remember down the road.
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That clarifies a lot. You did the right thing for $12.00,made their life easier which they hopefully will remember down the road.
I agree, sometimes "the juice isn't worth the squeeze"...
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I agree, sometimes "the juice isn't worth the squeeze"...
x2
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Sometimes owners just have idiots working for them. Next time you're out with the owner tell him to buy you a beer and call it even.
Friendships don't need to be bother by such minor things.
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Sometimes owners just have idiots working for them. Next time you're out with the owner tell him to buy you a beer and call it even.
Friendships don't need to be bother by such minor things.
If and when we me on the road, I'll buy you a beer Willy, If you promise not to call me an idiot! :cherry:
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I agree, sometimes "the juice isn't worth the squeeze"...
X3
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If and when we me on the road, I'll buy you a beer Willy, If you promise not to call me an idiot! :cherry:
I would never call you an idiot. You've got the best avatars on this site. It's become my daily ritual to see if you've changed it again. :2vrolijk_21:
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I'M THE OP. LET ME CLARIFY A 2 THINGS...
#1. I was a bit short with my words when I said it would take 45 minutes to order it. Specifically, he said it would take 45 minutes on the phone to push the warranty through.
#2. He said to go inside and buy it. I did. The part was not in stock and they had to order if for me.
Also, I've decided to keep quiet about it. I'm not wimping out but this is not a battle worth fighting. The dealership has been good to me. The owners are also MY customers and do business with me outside of the motorcycle world. The service manager can sometimes be difficult but he's usually great with me and everyone deserves to have a bad day. I can't see reaming him over $12.00. Yes, he is wrong. Yes, he is unmotivated to assist in this case. Yes, I feel kind of jipped but the world is not perfect.
Thank you everyone for your opinions.
Isn't it his job to handle issues like this? The dealership owner may like to know that he's paying a guy for 8 hrs a day and the guy's complaining about working for 45 min. in order to please a customer. I agree with a previous poster - tell the service mgr to pay for it out of his pocket if it's not that big of a deal. A good rule to live by - don't let people chit on you. You're setting a bad precedence.
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Isn't it his job to handle issues like this? The dealership owner may like to know that he's paying a guy for 8 hrs a day and the guy's complaining about working for 45 min. in order to please a customer. I agree with a previous poster - tell the service mgr to pay for it out of his pocket if it's not that big of a deal. A good rule to live by - don't let people chit on you. You're setting a bad precedence.
Agreed. I'd be calling the manager and/or owner, and be looking for a new dealership.
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Just buy the part and be done with it to small $ to worry about.
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As long as you're satisfied with the dealership/customer relationship you have with them the $12.00 is a minor cost. But several things come to mind --
who is going to install the part? Are they to busy to do that for you?? Do they think it would be no big deal to charge you the labor too??
If the relationship is really as good as you think it is the answers should be --- They will install the part , at your convenience and of course without any additional cost to you. It was supposed to be covered by the warranty from the start after all. This is a business transaction and good will extends both ways - or should.
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OP AGAIN,
Some of your seem much more upset than I am. No judgement intended but it just goes to show how different people can be. For example, I'd never ask the SM to pay out of his pocket. He's done plenty of favors for me & saved me a lot more than $12.00. By that logic, I should cough up the money when they offer free stuff to me. In fact, every time they do something free, they do it with a smile. Am I a sucker or a chump? I don't think so. Why ruin a good relationship over $12.00? That would be stupid on my part.
I knew I wasn't gonna complain before I started this thread. I felt like I was being petty and wanted a bit of moral support. After reading all the replies I'm reminded how much they do for me. I admit that I have a more personal relationship with the dealership than many people but I'm still their customer and not their friend. I've realized that our relationship works both ways and I've gotta give a little if I'm gonna take as much as I do. I guarantee that if I complain that they'll never again do a favor for me! Thanks for all the replies
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:2vrolijk_21: That's a smart move, even if you have been Puff-N-Stuff.
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Hey Puff, just like everything else in life...Pick your battles carefully. You made the right choice.
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OP AGAIN,
Some of your seem much more upset than I am. No judgement intended but it just goes to show how different people can be. For example, I'd never ask the SM to pay out of his pocket. He's done plenty of favors for me & saved me a lot more than $12.00. By that logic, I should cough up the money when they offer free stuff to me. In fact, every time they do something free, they do it with a smile. Am I a sucker or a chump? I don't think so. Why ruin a good relationship over $12.00? That would be stupid on my part.
I knew I wasn't gonna complain before I started this thread. I felt like I was being petty and wanted a bit of moral support. After reading all the replies I'm reminded how much they do for me. I admit that I have a more personal relationship with the dealership than many people but I'm still their customer and not their friend. I've realized that our relationship works both ways and I've gotta give a little if I'm gonna take as much as I do. I guarantee that if I complain that they'll never again do a favor for me! Thanks for all the replies
I don't think anyone suggested that the SM pay for the part out of pocket. I'm just not sure why you should pay MSRP for parts that are covered under warranty, especially since the SM made it clear that he didn't have time to take care of you. Think about that for a second.....After two weeks he hadn't ordered the part, then when asked about it, he tells you he's still too busy and that you should take time out of your schedule and order it yourself at your expense.
The fact that they do free stuff for you is immaterial....They're offering to do it. The fact that it's a $12 part (this time) is also immaterial. My read on the situation (without knowing you or the dealer) is that they're taking advantage of you.
But the bottom line is that if you're comfortable waiting two weeks to find out the SM hasn't ordered your part, then paying for the part yourself, then who am I to say otherwise?
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Cost money to be COOL.....
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My chrome ring on my '12 SESG flew off one day on the freeway at 80+ mph. I didn't even know what it was until I reached my destination. Anyway, I told my local dealer and they ordered and replaced it under warranty, no questions asked.
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My chrome ring on my '12 SESG flew off one day on the freeway at 80+ mph. I didn't even know what it was until I reached my destination. Anyway, I told my local dealer and they ordered and replaced it under warranty, no questions asked.
That's because you are a girl. :dier_21:
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Very interesting inputs on both sides of the coin. I'm going neutral.
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That's because you are a girl. :dier_21:
I'm going to refrain from comment on your baseless ignorance!
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I'm going to refrain from comment on your baseless ignorance!
hehe... :zroflmao:
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I'm going to refrain from comment on your baseless ignorance!
cvolovermi
Chill out, it was a joke.
:bananarock: :pepper:
SBB
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One thing nobody has mentioned is the "cost" associated with a warranty repair. They do charge you $50 to perform a warranty repair with the holder ofthe Extended Coverage picking up the remainder.
$12 seems less than $50, maybe he was trying to do you a favor by having the labor done on the side if you bought the part.
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One thing nobody has mentioned is the "cost" associated with a warranty repair. They do charge you $50 to perform a warranty repair with the holder ofthe Extended Coverage picking up the remainder.
$12 seems less than $50, maybe he was trying to do you a favor by having the labor done on the side if you bought the part.
Bike's only a year old. There's no charge for warranty work.
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One thing nobody has mentioned is the "cost" associated with a warranty repair. They do charge you $50 to perform a warranty repair with the holder ofthe Extended Coverage picking up the remainder.
$12 seems less than $50, maybe he was trying to do you a favor by having the labor done on the side if you bought the part.
that's what I was thinking. my switch for the odometer went bad and was told they would have to charge me $50 for warranty repair. said if I was able cheaper to fix myself so I did.
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I have had it with this thread....not with the OP or OUR responses but with the snapshot we have presented of the HD dealers and service departments. There is a theme of mistrust and animosity toward them and to some degree perhaps well deserved. Apparently our CVO's are made with crappy parts, by crappy workers, sold by a crappy dealership network, and serviced by a bunch of idiots; at least that is the impression we are leaving. IF so, why have we each spent a large chunk of money on these products?
I buy Mercedes-Benz cars. When I walk in, they know my name. When I get service I am offered loaners so I can go shopping or to lunch. They text me when my car is ready and it is vac'd and washed first. IF I need warrantee work, they apologize and bring my car to my home and pick up the loaner. They treat their customers like royalty.
Why doesn't the most successful manufacturer of motorcycles worldwide, selling the most expensive production products in their class, do the same thing? A g.d. twelve dollar part!!!!!
If this SM worked for me he would be a "service washer" for a month with reduced pay, if not fired on the spot. 45 minutes of HIS time, B.S. his "time" is paid for, now take care of my customers and put a smile on your face as well. IF HE CAN'T HANDLE THE PRESSURE, QUIT. Pressure isn't needing 45 minutes you really don't have that day. PRESSURE is making the payroll, Pressure is making the floor plan, Pressure is having a guy slip out front and breaking his arm, Pressure is finding out you owe the I.R.S. ten grand you don't have.
Harley-Davidson needs to re-think and re-train their Corporate attitude period. They need to TELL their franchise owners they STAND BEHIND THEIR PRODUTS period, and the owners need to tell their EMPLOYEES that their number one job is to make each customer feel as if they are their ONLY customer.
I realize WE are a cantankerous group; demanding, at times rude, sometimes crude, and we use their products (at times) in the most destructive ways. That is all factored into the price of a $32,000 (or more) product. Get with it HD, the Indian is hunting now, and it's your wagon train they are looking for.
OWL
sorry for the rant, I'm pissed off.
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I used to think that getting friendly with the staff would insure good treatment but not necessarily so. Apparently familiarity can and does breed contempt. I mean they've got you, right, so they don't have to work very hard at pleasing you. At least that is the way it often seems.
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You have been mistreated by a dealership.
Do something about it.
If the owner takes his SM's side ,go over their head to the MOCO> .
This is unforgiveable and unacceptable behavior for a dealership and should be dealt with.
If they don't then all of us on this site hopefully including you will let everyone in earshot know.
There are other dealerships if you have to resort to that. You are right , they are wrong.
MY two cents worth!
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I might have missed something here but the bike is under factory warranty which means the factory pays the dealer to repair the bike. The way I look at it is the dealer has more money than I do, if they don't want to spend the time to process the warranty claim that is cool just fix my bike and write it off as customer relations expense. My personal feelings are that the SM should have not put you in the position to feel bad about what is happening that part upsets me. Customer Service should be #1 priority especially if you have a product that is far from being perfect.
Great topic by the way..
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I have had it with this thread....not with the OP or OUR responses but with the snapshot we have presented of the HD dealers and service departments. There is a theme of mistrust and animosity toward them and to some degree perhaps well deserved. Apparently our CVO's are made with crappy parts, by crappy workers, sold by a crappy dealership network, and serviced by a bunch of idiots; at least that is the impression we are leaving. IF so, why have we each spent a large chunk of money on these products?
I buy Mercedes-Benz cars. When I walk in, they know my name. When I get service I am offered loaners so I can go shopping or to lunch. They text me when my car is ready and it is vac'd and washed first. IF I need warrantee work, they apologize and bring my car to my home and pick up the loaner. They treat their customers like royalty.
Why doesn't the most successful manufacturer of motorcycles worldwide, selling the most expensive production products in their class, do the same thing? A g.d. twelve dollar part!!!!!
If this SM worked for me he would be a "service washer" for a month with reduced pay, if not fired on the spot. 45 minutes of HIS time, B.S. his "time" is paid for, now take care of my customers and put a smile on your face as well. IF HE CAN'T HANDLE THE PRESSURE, QUIT. Pressure isn't needing 45 minutes you really don't have that day. PRESSURE is making the payroll, Pressure is making the floor plan, Pressure is having a guy slip out front and breaking his arm, Pressure is finding out you owe the I.R.S. ten grand you don't have.
Harley-Davidson needs to re-think and re-train their Corporate attitude period. They need to TELL their franchise owners they STAND BEHIND THEIR PRODUTS period, and the owners need to tell their EMPLOYEES that their number one job is to make each customer feel as if they are their ONLY customer.
I realize WE are a cantankerous group; demanding, at times rude, sometimes crude, and we use their products (at times) in the most destructive ways. That is all factored into the price of a $32,000 (or more) product. Get with it HD, the Indian is hunting now, and it's your wagon train they are looking for.
OWL
sorry for the rant, I'm pissed off.
Not disagreeing OWL, I just want to provide some balance.
My dealer's personnel greet me by name when I visit, whether for service, parts or just to BS. I have always gotten great service there, with the bikes done at the promised time, no surprise or added expenses on the bill, washed and ready to go. When needed they have sent a driver with trailer to pick up the bikes at the house- warranty work or not - and once I had them deliver the bike to the house when done - it was February in New England after all. Never had need to ask for a loaner since I've got other bikes to ride whilst repairs are done.
Of course all this great service and friendly attitude does cost me - I paid for the bikes of course, and I'm one of those "fools" who pays the dealer to do the "big" services like the 5k, 10k, 20k, and then the seemingly endless stream of parts and accessories that I add. I look at it as my "job" to support the good dealerships so that they will still be there when I (or you) need them. But as I see it, at least that the dealer I frequent appreciates my business and also realizes and appreciates the fact that I refer other people to them when asked for recommendations.
Are there dealers I won't set foot in?? YES there are... But I guess my point is that not ALL of 'em are in need of a refresher course in customer service.
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I'm going to refrain from comment on your baseless ignorance!
Hey man, I was just yanking your chain. Let's be friends. :)
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The dealer I go to is great. The problem I had with my 2009 was with the factory not wanting to pay for the parts the dealer needed to fix the bike. After a year and a big fight the factory gave in and fixed the bike. In 20 years I have purchased 7 bikes from HD. 4 have been CO's. Their motto is "Customer For Life". You would think I would be their poster boy...So far not real big problems with the 2012 and just over 50,000 miles. I'm ready for a new CVO but going to wait until they work the bugs out of the 2014 CVO Ultra.
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right is right and wrong is wrong. If you are being wronged, you need to speak up for your rights. Tell him to order the part if he won't part with his inventory.
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I have had it with this thread....not with the OP or OUR responses but with the snapshot we have presented of the HD dealers and service departments. There is a theme of mistrust and animosity toward them and to some degree perhaps well deserved. Apparently our CVO's are made with crappy parts, by crappy workers, sold by a crappy dealership network, and serviced by a bunch of idiots; at least that is the impression we are leaving. IF so, why have we each spent a large chunk of money on these products?
I buy Mercedes-Benz cars. When I walk in, they know my name. When I get service I am offered loaners so I can go shopping or to lunch. They text me when my car is ready and it is vac'd and washed first. IF I need warrantee work, they apologize and bring my car to my home and pick up the loaner. They treat their customers like royalty.
Why doesn't the most successful manufacturer of motorcycles worldwide, selling the most expensive production products in their class, do the same thing? A g.d. twelve dollar part!!!!!
If this SM worked for me he would be a "service washer" for a month with reduced pay, if not fired on the spot. 45 minutes of HIS time, B.S. his "time" is paid for, now take care of my customers and put a smile on your face as well. IF HE CAN'T HANDLE THE PRESSURE, QUIT. Pressure isn't needing 45 minutes you really don't have that day. PRESSURE is making the payroll, Pressure is making the floor plan, Pressure is having a guy slip out front and breaking his arm, Pressure is finding out you owe the I.R.S. ten grand you don't have.
Harley-Davidson needs to re-think and re-train their Corporate attitude period. They need to TELL their franchise owners they STAND BEHIND THEIR PRODUTS period, and the owners need to tell their EMPLOYEES that their number one job is to make each customer feel as if they are their ONLY customer.
I realize WE are a cantankerous group; demanding, at times rude, sometimes crude, and we use their products (at times) in the most destructive ways. That is all factored into the price of a $32,000 (or more) product. Get with it HD, the Indian is hunting now, and it's your wagon train they are looking for.
OWL
sorry for the rant, I'm pissed off.
You are right and this is the way it should be but the reality of the situation is HD promotes saving money
on warranty claims. I often suspected that because service depts did not want to do warranty work that there was
a good reason why. As it turns out the dealer gets a bonus from the MoCo if they keep the warranty dollars spent
by the dealer below a certain level. This promotes bad customer service and HD obviously worry's more about saving
money than keeping customers happy.
I worked at a dealership and a customer brought in a black Fatboy with a defective gas tank. We replaced the tank under warranty but when we got the new tank in it had a very visible thumb print in the clear coat on top of the tank.
I called HD about it and they said they would only replace it if it was visible from 10 feet away. It was not of course
and they said they would NOT replace it but it was in a perfect place to see it sitting on the bike. I ended up having
the tank buffed until the print was gone. The customer was still not happy that we had to fix the tank instead of getting another new tank so I traded him out of the bike and sold him another new one.
It's sad but it seems to me that the MoCo just doesn't care about there customers after they sell you the bike. They would rather save a tank than keep a customer happy. I had to trade with the customer to keep him happy. After
that I was very disappointed with HD on customer service.
As long as they keep selling us these overpriced bikes and we keep buying them I guess they really don't have any
incentive to give you good customer service. They know we will buy them anyway.
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This might have been said but Im goin lazy and stopped reading after page 1....
If its under warrenty you shouldnt have to pay a dime. They need to replace it period, no matter how nice and friendly you guys are.
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Yep this is it all starts, we all will need to go to sensitivity training to play on the forum!!!!!
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Yep this is it all starts, we all will need to go to sensitivity training to play on the forum!!!!!
I forgot all about this thread 2 pages ago. I expected some debate when I started it. I find it interesting 'cause I understand both sides.
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I forgot all about this thread 2 pages ago. I expected some debate when I started it. I find it interesting 'cause I understand both sides.
My thought is about the logic the SM used, $12.00 vs. 3/4 of an hour of non productive time on the phone. He did what was beneficial to the bottom line which his department must be accountable for. I don't think the SM was being malicious, only practical.
Knowing this as a person in business you did the correct thing taking his advice and purchasing the part which is way less than the loss on the phone. He was right and you were right.
Logic vs. principle.
Who knows what they at the dealership would have thought of you if you made a "stink" about $12. :nixweiss:
jmho, Al
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If you pay for a warranty part, regardless of the cost, you are taken advantage of from a multi million dollar company.
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My thought is about the logic the SM used, $12.00 vs. 3/4 of an hour of non productive time on the phone. He did what was beneficial to the bottom line which his department must be accountable for. I don't think the SM was being malicious, only practical.
Knowing this as a person in business you did the correct thing taking his advice and purchasing the part which is way less than the loss on the phone. He was right and you were right.
Logic vs. principle.
Who knows what they at the dealership would have thought of you if you made a "stink" about $12. :nixweiss:
jmho, Al
Sorry Al, but the SM was definitely not right. What he was is lazy and incompetent, which isn't that rare in Harley shops now that I think about it.
Submitting claims for warranty is a pretty straightforward deal that doesn't involve 45 minute phone calls, so that part of his response is BS. But if he really felt submitting a claim wasn't worth it to him or his dealership, then he should have bought the part himself or had the dealership buy it for the customer. THAT would be the correct way to do it.
Jerry
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I agree with Jerry on this one
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One thing that seems to be overlooked by everyone is the fact that the dealership is also a customer of the OP. Meaning the dealer spends money with the OP's business.
I agree, warranty is warranty regardless of the $ involved. But the OP also has to look out for his own business in this case. Does he want to lose a customer over a $12 fight? Probably not.
My dealer treated me great on the first 3 bikes I purchased from them but bike #4 was a lemon and had multiple problems that were not admitted to by the dealer or the MOCO. Hard to say which was lying to me. But hey because they refused to fix my problems on the 2012 they were able to get another $20 grand out of me by trading me into a 13 SE.
I do not have my service work performed at this dealer any longer and they know they lost me as a service customer but I swear they are friendlier to me now than they were when I did have service work done there. Especially after the dealer tells me I am not keeping your 2012, I am sending it down the road but a month later the salesperson says to me the guy that bought your old bike loves it! We had to do some work to it to get it running correctly but he says it is a great bike now! I told the salesperson, I was told there was nothing wrong with that bike and that nothing needed fixed and that is exactly why I do not have work done here any longer.
Funny thing is is that salesperson is no longer there!! LOL