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[RGlideKid]

I ordered a Bushtec hitch & harness for my '07 Turbo +2 recently and it came in nice and quick.  Packaging was awesome as you would expect, with no missing parts, although there was no inventory packing list to check the parts off against.  There also were NO INSTRUCTIONS INCLUDED for the hitch installation , so I went to Bushtec's site and the closest thing I could find were install instructions for a 2009-2011 Harley, which surprised me as that isn't up to par with Bushtec's usual customer service.  In fact on my initial call to them, there was no one available who could help me with my dilemma.  That worried me.  I waited about 2 hours and finally got an email reply that contained only a link to the 2011 Harley's instructions, but no further comments were offered in the email.  I was also left voice mail by the gal at the front desk that I'd talked to earlier that said to call them if I had other questions.  No one called after that to check on me. 

Like I said, I was told to use the 2011 hitch install instructions in that email link, but they proved to be inaccurate or plain wrong in several areas for a 2015 CVO, and poorly written in others (strike #5).  I'm usually pretty good with mechanical/electrical work and do most of my own work on the Harley, but Bushtec really made it a challenge for me, which I didn't appreciate, especially since with shipping the kit came to just under $500 - and with no discount for us guys with CVOHarley, either (at least offer us free shipping, guys!).

Fit and finish were very good, as you who know them have come to expect from Bushtec.  Overall, the install was more of a hassle and a challenge than it needed to be.  Their install instructions are 4+ years out of date, and they offer no instructional videos anywhere on-line to help us install either the hitch or the harness.  In today's modern world of megapixel cameras and HD video cameras, I would think a company that's been in the business of just trailers and accessories could do better than that.  This is my third harness from Bushtec over the years, and by far the worst service I've seen out of them to date.

I may be nitpicking, but with something as critical as the right and proper installation of a trailer hitch, you shouldn't have to guess or go on a quest to find install instructions that are correct and that really help you do the job right.  I know some of you guys will come back and say it was no problem for you to install yours, and if that's true, then I'm happy the install didn't frustrate you like it did me, but what about the guy who's not as well trained or skillful as us in mechanical/electrical installation and needs a little extra help?

I would also like to see Bushtec re-design their harness assembly as just about everything has to fit under the seat, and there's a considerable amount of physical size to the components.  Even just a little more miniaturization would be welcome there.

I give Bushtec 5 stars for the quality of the packaging, and the construction/fit/finish of the parts, but I would have to give them about 2 stars (at best) for the lack of adequate help with their product.
In the end, I love my Bushtec and always have, and I'm happy to be hooked up again and ready to go touring!

[Chains]

Ever since it was sold by the Preston family customer service is poor at best.  Products A plus, staff needs a lesson in time management or something, a customer should not have to keep calling or e mailing to get information on a product they bought.

[Yellow09SERG]

I have to agree that customer service lacks a lot. Recently install a Bushtec V2 hitch on the glide and although the install was straight forward the fit sure lacked what I was accustomed to from them and took 3 different tries to get the correct isolator relay. The guys at the front desk were of no help but finally made contact with a lady there who was able to send me what I  wanted even though according the the guys they didn't make such a thing.

[RGlideKid]

I met Andrew Preston back in March '07 when I went to pick up my Bushtec.  Seemed like a nice enough fellow back then.  Matter of fact, he took my order for my trailer over the phone on Christmas break prior and was very helpful and patient with me.
I don't know when the company changed hands, but it sounds like it was then or shortly afterwards maybe?  I've seen firsthand or heard of companies changing hands to family and then being run by family, and the horror stories abound about companies that were awesome going right downhill pronto after the change of hands, and I think that's just plain sad.  Heck, we've all heard of stories like that!
All of the situations you guys describe, they should be the rare exception rather than what appears to be the developing norm now for Bushtec, and I hate that...not so much for me but for future buyers.
I mean, I have my trailer now and will likely keep it forever if I can, so I don't intend to buy a new one, but what about the folks out there who are still spending $3-$7k for a trailer?  If the service after the sale is going south, how long will it be before shortcuts are taken in the shop?  I wonder if that's already started?
I can remember Mr. Preston telling me that the thing that separated them from other trailer manufacturers - besides the unique design and the quality of their trailers - was the service after the sale!  They prided themselves on how they treated their previous customers!  He told me they would overnight any part I might need if I had a problem while on the road, and at the time I believed them, but now...I wonder.  I am beginning to wonder if I could actually talk to someone who might care?
The phone service I got that day reminded me of a business that was run out of someone's home and they had maybe a 3-person crew on a good day.  It really unnerved me.  The girl was hopelessly out of touch and she couldn't connect me with ONE other person in the entire shop that day!  Said most of the crew was at a rally in the Smokies or something.  Well, that's great and fun for them...but who was minding the shop?
It's not a good way to run a multi-million dollar business, so shame on you Bushtec.   

[Chains]

It never ceases to amaze me how a company like Bushtec that commands top dollar for their products can employee people that really don't care about the customer.

There is no excuse for JC to still be waiting on his keys or questions about how a hitch fits not to be answered. The Preston family treated everyone like family, never had a question go unanswered or a phone call not returned.

If you ever need top notch electrical items purchase from Electrical Connection that is Andrews brother.

Ultrafxr can probably fill in the sale date to the new buyers.

You mention quality I did notice several large containers in their warehouse one day over flowing with luggage racks. Containers looked to me as overseas shipments. Time will tell.