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[T-Roy]

Thanks Steve, I can't thank you enough for taking the time to speak to the service folks at Hammond Harley. Amy at Hammond Harley has been really great also. She has communicated with Chance at Barnett and packaged up the defective parts and shipped them to Barnett while I have been offshore at work.

[cambo]

Update: The dealership has had my bike for over two weeks now. Yesterday I called to find out about the status and was told they had received the recall kits and my bike was a priority and was being worked on as we spoke. I was told I would have the bike back today! 

Today since I did not hear anything, which is normal with this dealer to be honest, I called the service department. I was told they are waiting for the recall kits, expecting to receive it by tomorrow afternoon, and my bike should be ready, actually he did not tell me when it will be ready, just that they are doing everything they can to get the bike fixed as fast as possible.

So I asked about what I was told yesterday about my bike being fixed as we spoke. Long story short, he talked for a couple of minutes and I did not get any additional info as to what I was told yesterday, and when I can get my bike back.  In fact I have no idea how he used a couple of minutes of air time and told me absolutely nothing other than they are doing all they can to get my bike back to me.

Cam

[MrSurly]

You see..... That dealer and *I* would've parted ways a very long time ago.

I salute your resolve, really, Cam.

Did you get the name of the guy who lied to you yesterday?
Did you get the name of the guy who's lying to you today?

I would be taking names and making notes and confronting. But that's just me.
I truly hope they get your bike fixed properly and soon.
Carry on.

Sent from my iPhone using Tapatalk

[cambo]

Yesterday I talked to the service writer Don. Today the service manager Gary (I think). He did not tell me who he was but he was very familiar with the bike and claimed that he was the one who called Harley on my behalf and found out about the recall.

Called back to talk to Scott, the sales manager, he was with a customer. Asked to talk to the owner Ken, his off day today. Asked for Morgan, the sales guy who sold me the bike, off today as well. I was told Scott will call me back, he has not so far.

Called HD customer service (Keith), they told me the parts for the recall was delivered to the dealership two days ago and there no 'second stage' parts for the recall and they have no idea what the dealership was talking about. I told Keith I just want my money back.

He told me he will call the dealership right now and call me back ASAP to let me know what's going on.

 

Cam

[MrSurly]

A textbook case of how to destroy a customer relationship.



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[Jswerve]

Holy sheet

[cambo]

Heard back from Harley (but not the dealership) and talked to Keith. He says the dealer has asked for and been given authorization for a complete replacement of the clutch system top to bottom. The parts are shipped to the dealership and will be there tomorrow. The dealership will replace the entire system and call me tomorrow to let me know the bike is ready to be picked up. He said Blake at the dealership wants to be the only person to talk to me so there is no confusion. I told him it's a little too late for that.

I thanked him first of all for being the first harley person to call me back during this ordeal, Jamie and Tim NEVER did and I had to call them back to see if anything had been done. Then I told him about some inaccuracies regrading what the dealer had told him. Then I said I'm not smart enough to walk away from Harley as I would have done with other brands because love is blind but I'm beginning to get at least part of my vision back so...

The saga continues. More to come tomorrow, I'm sure.

Cam

[moscooter]

 
"Heard back from Harley (but not the dealership) and talked to Keith."

This gives the overall appearance of a need for a business (Harley in this case) to avert an ever-growing discussion and complaint with the clutch on their newest models.  It demonstrates the power and demonstrable "negative" press that a forum like this one can bring to bear.

I hope those effected get the satisfactory results they deserve.

[MrSurly]

You've got to wonder what "entire system" actually means; master and slave(?)
Why would they have requested the slave after swearing that it was never needed.
Why would they request the slave and not tell the customer?
Why would the MoCo approve the slave if it isn't suspect?
If Blake wanted to be the only one talking to Cam, that would simple to accomplish. He could CALL Cam.... And he would have an exclusive


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[phato1]

Heard back from Harley (but not the dealership) and talked to Keith. He says the dealer has asked for and been given authorization for a complete replacement of the clutch system top to bottom. The parts are shipped to the dealership and will be there tomorrow. The dealership will replace the entire system and call me tomorrow to let me know the bike is ready to be picked up. He said Blake at the dealership wants to be the only person to talk to me so there is no confusion. I told him it's a little too late for that.

I thanked him first of all for being the first harley person to call me back during this ordeal, Jamie and Tim NEVER did and I had to call them back to see if anything had been done. Then I told him about some inaccuracies regrading what the dealer had told him. Then I said I'm not smart enough to walk away from Harley as I would have done with other brands because love is blind but I'm beginning to get at least part of my vision back so...

The saga continues. More to come tomorrow, I'm sure.

Cam

I'm with MrSurly on this one Cam.
Unfortunately the dealership seems to have done everything it could to lose a customer and the first TWO reps at HD customer service did nothing to assist you in your endeavor to have the bike repaired correctly...

I sincerely hope that they get it fixed correctly this time..

I trust that you have consulted an attorney regarding your rights under the Lemon Law and possibly any other state statutes. What are you up to 4 or 5 trips to the dealer, the latest of which has resulted in your loss of use of the vehicle for over two weeks? I feel that the LEAST these people owe you is a sincere apology for the attitude you've been shown. The time for niceties has long since passed -- unfortunate really

[cheeset202]

Where is this dealership.......I want to make sure I never darken their doorstep!  Dude (Cam) you have the patience of a saint, if this were me they would have heard words that would make Eddie Murphy blush.

[RonandJanet]

I'm with MrSurly on this one Cam.
Unfortunately the dealership seems to have done everything it could to lose a customer and the first TWO reps at HD customer service did nothing to assist you in your endeavor to have the bike repaired correctly...

I sincerely hope that they get it fixed correctly this time..

I trust that you have consulted an attorney regarding your rights under the Lemon Law and possibly any other state statutes. What are you up to 4 or 5 trips to the dealer, the latest of which has resulted in your loss of use of the vehicle for over two weeks? I feel that the LEAST these people owe you is a sincere apology for the attitude you've been shown. The time for niceties has long since passed -- unfortunate really

X2

[jpb]

Where is this dealership.......I want to make sure I never darken their doorstep!  Dude (Cam) you have the patience of a saint, if this were me they would have heard words that would make Eddie Murphy blush.

Dealership is Quantico.  To make matters worse it is a Harley Dealership owned by an auto dealership.  We all know two wrongs like this can never make a right. Right!

Link about purchase by auto dealership.

http://performancebrokerageservices.com/performance-brokerage-facilitates-sale-east-coast-harley-davidson-dumfries-virginia/

http://www.harleydavidsonofquantico.com/

[jpb]

Just found this on another forum.  Don't know if its true but  if it is it speaks volumes on honesty!

"Word has been going around that the owner of East Coast Harley in Dumfries, VA Kurt has been charged with impersonating a police officer and multi other changes this pass Rolling Tunder. He took one of the Fairfax County Police Motorcycle which the bike was in his service department for repairs and service.The police bike was later seen on May 29, 2011 by a Fairfax Police Officer parked in DC on Constitution AVE. The officer know the officer in which the bike belong to and called him. A wrecker was called, but by the time the wrecker got there, Kurt was gone with the police bike.

If this is true Kurt is finally getting his!

He has been doing this for years, every year taking a police bike from his service department and riding it for Rolling Thunder. Wearing a police helmet and riding with the lights on.."

[cambo]

Update:

Startdate 3028.2 (!)

Contacted the dealership as instructed by HD and talked to Blake. He checked to see if parts had arrived and the answer was affirmative. He then told me that they will install the parts ASAP but asked me if I would let them hang on to the bike until next Wednesday to make sure the issues is resolved. I told him why not. So no bagger at least until next Wednesday.

Cam