www.CVOHARLEY.com
CVO Technical => General CVO discussion => Topic started by: go4broke on April 24, 2009, 02:26:51 PM
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Im new to the site so forgive me if this question has been asked before but after reading a lot of the post I was curious...there are a lot of verious attitudes about H-D dealers posted here... if you had only two considerations when buying a new Harley ...Price (saving $1000.00 or more) or Service (exceptional service) which one would you say is most important to you? Please just choose just one and explain.
G4B
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Im new to the site so forgive me if this question has been asked before but after reading a lot of the post I was curious...there are a lot of verious attitudes about H-D dealers posted here... if you had only two considerations when buying a new Harley ...Price (saving $1000.00 or more) or Service (exceptional service) which one would you say is most important to you? Please just choose just one and explain.
G4B
IMO : Service , you will spent more then 1k in service, long term it is better have a great place to take your bike...
Marty
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Just my thoughts. Most of the time i do not look for the lowest price. I want the dealer staying in business. But, from dealing in lots of heavy equipment and not so heavy equip I believe the dealer with the low costs are generally the most cost effective for a resaon. I have reason to beleive these dealers can be the low costs dealers because they manage there inventories,labor energy costs,store hrs,and everything else that enables a dealership to be competitive and make a PROFIT. Profit is what enables these folks to service us and keep us happyand deal with liablity issues labor laws, local ordiance etc. No I am not a dealer nor do i want to be. After reading some of the posts who would want to be. If some of the folks posting this negativity and name calling were subjected to the same treatment at there work lotsa folks would be crying FOUL or the big L word. There it is now someone just needs to do there best to tear this shreds and convince us all why these hd dealers need to be treated so bad.
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Interesting thread... just had to jump in...
To me "good dealer" means the same thing it means anywhere else that customer service is involved. The bottom line is that I want you to treat me with common courtesy and respect but here are a few random musings to spur conversation...
1. If I am trying to buy something from you, big or small, make a profit off of me but don't try to finance youre retirement out of my pocket, particularly if it's a high-demand item (i.e. a CVO bike that's hard to find and you just happen to have one on your floor). Are you listening Bruce Ro$$meyer!?!? >:(
2. If I need you to provide a service on my bike tell me if you've got a 1000 other customers in front of me before I leave it with you. Let me decide if I want to wait or if I can afford to come back later. I will actually come back - maybe not for this service if I can get it done elsewhere quicker but for the next thing. I won't desert you because you tell me the truth.
3. Don't break your back trying to bend over backwards for me...seriously... That may sound odd, but sometimes we customers just ask for things that are unreasonable. Contrary to popular belief, the customer is NOT always right. If you can't do it... tell me you can't do it. Don't go way overboard to satisfy my "wants" this one time just to get me hooked and set an expectation that you can't live up to in the future. It's better to overperform later than to disappoint.
4. Do not EVER agree to something with me and back out later. I don't care how big or small it is. If you screwed up, you screwed up - tough. I need to be able to trust your word and know that you will honor what you say. Without that I am no longer your customer. Again, are you listening Bruce Ro$$meyer!?? >:(
5. Last, if a bad situation comes up in our dealings that could be owned by either of us... Fall on your sword for me! For example... if I buy a helmet from you, you put it in a box with a handle and I pick it up by said handle to walk out and the bottom of the box breaks open as I'm stepping out of the door of the dealership -- effectively bouncing my brand new $150 investment across the parking lot, do not look at me and say "Sorry -- nothing I can do about it once you're outside of the dealership." Take the helmet back, give me a different one and work it out with the manufacturer. I don't want anything I don't deserve but if there's a 50/50 on who's to blame I can assure you that you (the dealer) can afford to take the hit more than I can. I will recognize what you've done and I will continue to be your customer plus I will speak well of you -- and you'll be better off in the long run because of it. Otherwise I'll speak badly (but factually) of you every chance I get and will NEVER step back into your building.
:soapbox:
This is what I think... now tear it apart my friends!!! ;D
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The best dealer is the one that doesnt charge you :drink:
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1) EXCELLENT techs.
2) Parts IN STOCK.
3) Good selection of rider accessories such as helmets, gloves, gators, boots, glasses, jackets, chaps, etc.
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I have to say I find most of these post interesting ...somewhat contrarry to a most post Ive read in other threads on here ...keep it coming
g4b
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I have to say I find most of these post interesting ...somewhat contrary to a most post Ive read in other threads on here ...keep it coming
g4b
I didn't read your entire first post -- just the headline.
Picking one, it would be exceptional techs. No attitudes. No blaming the rider, or saying "it's normal", or, I could go on and on. Just bring the bike to the dealer with a problem & pick it up done right the first time, on time, and clean. THAT'S good service. I don't mind paying for GOOD service.
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A good dealer doesn't let your bike sit in the shop for weeks on warranty work while they manage to get the cash work done in a day or two. Thank you very much Pikeville HD! >:( I had both scheduled at the same time and, after two weeks, they still didn't have my handgrips fixed. I eventually paid them for the non-warranty work and took the bike and a month later I am still waiting for them to tell me they are ready to fix the warrantied grips.
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Im new to the site so forgive me if this question has been asked before but after reading a lot of the post I was curious...there are a lot of verious attitudes about H-D dealers posted here... if you had only two considerations when buying a new Harley ...Price (saving $1000.00 or more) or Service (exceptional service) which one would you say is most important to you? Please just choose just one and explain.
G4B
Interesting thread. To me a "good dealer":
Has never charged a dime above MSRP, especially when new bikes were in short supply
Is obvious about valuing your business, From the Parts people to the Techs to Sales, people remember your name and what you ride
Rarely has to order a part, even the unusual ones (my dealer had a 1986-color touch-up paint and Service Manual in stock!)
Is open-minded and listens to what you say. YOU just might know about the TSB they haven't read or don't recall
Has the same faces in the store and shop for years and years.... or decades!
Offers exceptional and timely service with techs that explain what they've done, how and why (and are happy to share their expertise if you're doing something yourself and doesn't go ape and scream "insurance regulations!" when you walk back into the shop)
Techs that rarely utter the words "they all do that". They don't accept something substandard as "normal." They're inquisitive, participate in online Forums and try to figure things out and find a solution to a vexing problem and don't have a problem admitting they don't know something. If they don't know, they find out. They know their chosen profession is a learning experience.
Is happy to move your sled to the back burner to get a traveling breakdown back on the road. (yeah, it sucks to have to wait but that's the kind of service you want and need if you're broke on the road!)
I just described my two closest dealers. One will deal a bit on bikes, the other has absolutely the best service I've ever encountered although both Service Departments are competent. I buy sleds from one and get the majority of my parts and service from the other. Neither cares where I bought the bike when it comes to warranty work and both will mount tires I bought elsewhere at shop rate. While I prefer to support my local businesses they realize I sometimes prefer some items they don't sell. If I have to choose I'll take service and competence over a discount any day. I realize I'm extremely fortunate and enjoy the best of both worlds.
TL
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I'll tell you experiences made me dump my dealer (similar posting under the good/bad service topics) - it was 95% their service department. I bought my SERK3 at MSRP from a smaller dealer about fifteen miles from where I live. Within that radius there are two other larger places, but I thought I'd give them a shot. Had I gotten $1000 off of list my opinion would not have been any different. They lost me by writing down the things that were wrong with the bike when I dropped it off and then ignoring them when I picked it up, having done nothing about them. They lost me by telling me to bring it in any day and then not having it "done" for literally a month. They lost me when I told them specifically that I wanted the bike dyno-tuned with a SERT and not just a canned program, and finding out the bike had a canned program installed and single before and after runs performed. They lost me by having an "damn out of sight" service plan - once you are out of sight they couldn't give a damn.
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I've been out of the bike business for about 10yrs and have been used to dealing with Chevy dealers and my Vettes. But my local HD dealer is Longhorn Harley in beautiful Grand Prairie,TX (DFW Metroplex). They are great took the new bike (not purchased from them) for some warranty work. They got it done at wrap speed and done right. They even washed my bike and called the following week to see if the work had been done to my satisfaction. I am well pleased.
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A good Dealership we take the time to answer any questions that you might have. Have a good Service Department and make you feel welcomed. I have been to H.D Dealerships all over. To me it is about how they make you feel when you walk in the doors. Sure the Service Department is important. But if the guy at the counter does not want to wait on you or the Saleman is not noticing you. Then you will never get to see how the Service Department really is. I think the more personality the better.
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Im new to the site so forgive me if this question has been asked before but after reading a lot of the post I was curious...there are a lot of verious attitudes about H-D dealers posted here... if you had only two considerations when buying a new Harley ...Price (saving $1000.00 or more) or Service (exceptional service) which one would you say is most important to you? Please just choose just one and explain.
G4B
One that doesn't screw Jorge when he trusts them enough to buy a bike long distance.
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One that doesn't screw Jorge when he trusts them enough to buy a bike long distance.
ohhhhhhh, that's good stuff .... i don't care who you are :huepfenlol2: :huepfenjump3: :bananarock: :mango: :jalapeno: :apple: :cucumber: :2vrolijk_21: :drink:
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A good dealer...that would be one that gives me the great service locally like the service I receive when I am broken down 1000 miles from home. I find it hard to believe that the best service I have ever received from a Harley dealer was in Rogers, AR when I was broken down. A dealer 1000 miles away, and they not only treated me like gold, they even went so far as to make a follow up call to me to make sure that my bike was running well...knowing that I was back home and 1000 miles away from them.
I don't like it when the service department personnel have a bad attitude, damage my bike, and then lie to me. I don't like it when I take my bike in and get it back with something wrong that wasn't wrong when I took it in. The most recent example wasn't even on my bike, but rather a friend went to pick up his bike on Friday and he made it to the end of their parking lot and realized that he had absolutely no lights on his bike anywhere. How can a dealer give back a bike that wouldn't pass the state inspection anywhere. Anyway, before I start going on and on with examples of pi$$ poor service that I have experienced personally, I'll just answer the original question.
If you can save some money buying the bike at a different dealer, go for it, and then go to the dealer with superior service for any work that needs done on the bike. The dealer should be more than happy to pick up a new customer in the service department regardless of where you purchased the bike. If I really have to pick just one though, I have to go with the superior service as the place to buy. I will never buy another bike from my current dealer because I am so completely dissatisfied with the service I receive there.
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Im new to the site so forgive me if this question has been asked before but after reading a lot of the post I was curious...there are a lot of verious attitudes about H-D dealers posted here... if you had only two considerations when buying a new Harley ...Price (saving $1000.00 or more) or Service (exceptional service) which one would you say is most important to you? Please just choose just one and explain.
G4B
One that doesn't screw Jorge when he trusts them enough to buy a bike long distance.
As mi amigo Don mentioned my name I feel obligated to answer:
Didn't screw me when I bought a bike long distance...EXCELLENT SERVICE : Granite Mountain Harley Davidson at Conyers, Ga; Harley Davidson Lakeland, GA; Harley Davidson Fort Walton Beach, FL
Did screw me when I bought a bike long distance......WORST SERVICE: Four Rivers Harley Davidson at Paducah, KY