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[srqseeg]

Face it gang, the Moco doesn't care about us.  When your dealer submits a warranty claim, make sure you have your best case going for you.  My dealer submitted a claim for new saddlebag filler trim since there is rubbing down to bare metal on both from rubbing on the saddlebag bracket.  Dealer sent pictures.

Moco denied claim.  Ten days ago I called customer service and was told since it doesn't show, tough luck.  Since it is down to bare metal on both sides and was caused by the bracket alignment and rusting will occur, the customer service rep went to bat for me.  After two calls and wasting 50 minutes each time, I finally received a call back today.  Management of customer service is basically saying "we refuse to accept the second claim because we denied the original claim."  Seems they are concerned if they ever reverse a decision more of us loyal owners will question their questionable denials which will increase their customer service workload.

Not only this, but we have to pay to call customer service and wait for 20 plus minutes to talk to someone.  What a cruel joke!

Asked customer service rep who to send a nasty gram to.  Here's a hoot.  All those letters we send to the big boys (Willy G, Bluestein, etc.) are a joke.  Never read by anyone in charge, simply forwarded to some poor schlub in customer service.  

Anyone have any suggestions short of buying a Victory? [smiley=furious.gif]

[ccr]

This week I have been pretty sad about this subject - still so upset can't even talk about it yet.   [smiley=bigcry.gif]

I have considered selling my beloved red bike and buying a Honda. Forgot that Victory is American made, thanks for the suggestion.  

[Twolanerider]

This week I have been pretty sad about this subject - still so upset can't even talk about it yet.   [smiley=bigcry.gif]

I have considered selling my beloved red bike and buying a Honda. Forgot that Victory is American made, thanks for the suggestion.  

Mrs We, I don't think you're feet will touch the floor from a Goldwing?  

All kidding aside, I just recently had yet another episode of service support that would have to be careless, lazy or both.  Just done with my local dealer as well.  There's a shop just short of 150 miles from me in Belton, MO that is the only one within that distance that I both have any familiarity with and seems to have a great reputation for its service department.  

So as inconvenient as it might be at times, for warranty or other in-shop work as such a need arrives I'll be road tripping just to avoid dealing with the regularly unacceptable efforts that come from the local shop.

[hd2003-se2005]

If you bought a Victory, actually two Victory's

then would the name would change to

Mrs.WeV??

[jimp]

Face it gang, the Moco doesn't care about us.  When your dealer submits a warranty claim, make sure you have your best case going for you.  My dealer submitted a claim for new saddlebag filler trim since there is rubbing down to bare metal on both from rubbing on the saddlebag bracket.  Dealer sent pictures.

Moco denied claim.  Ten days ago I called customer service and was told since it doesn't show, tough luck.  Since it is down to bare metal on both sides and was caused by the bracket alignment and rusting will occur, the customer service rep went to bat for me.  After two calls and wasting 50 minutes each time, I finally received a call back today.  Management of customer service is basically saying "we refuse to accept the second claim because we denied the original claim."  Seems they are concerned if they ever reverse a decision more of us loyal owners will question their questionable denials which will increase their customer service workload.

Not only this, but we have to pay to call customer service and wait for 20 plus minutes to talk to someone.  What a cruel joke!

Asked customer service rep who to send a nasty gram to.  Here's a hoot.  All those letters we send to the big boys (Willy G, Bluestein, etc.) are a joke.  Never read by anyone in charge, simply forwarded to some poor schlub in customer service.  

Anyone have any suggestions short of buying a Victory? [smiley=furious.gif]

File a complaint  with the Florida State Agricultural department, I have done this before and it works, you can file on-line.

http://www.800helpfla.com/complnt.html

[Fatboy]

In the past when I've been unable to get a favorable response from the MOCO on a warranty issue via the telephone I've used the following technique:

Go to the next major event Sturgis or Daytona, show up on the MOCO trade show floor about noon time on the very first day it opens and start hunting down the customer service folks or any MOCO factory rep who handle's that particular item or issue and state your case in person! Start out playing nice [smiley=cool3.gif] then accelerate the pressure [smiley=furious.gif]........at some point other visitors/customer's will be within an ear shot and magically those old stone cold no's  [smiley=thumbsdown.gif]you recieved earlier on the telephone become glowing yes's [smiley=thumbsup.gif] and they can and are willing to fix any legitamate issue or concern you may have........imagine that! [smiley=shocked2.gif] (Also,remember to request business cards so you can follow up). I guess timing is everything and the right location never hurts........  

Its worked for me and I believe it will also work for you.

Good Luck!

[Twolanerider]

In the past when I've been unable to get a favorable response from the MOCO on a warranty issue via the telephone I've used the following technique:

 Go to the next major event Sturgis or Daytona, show up on the MOCO trade show floor about noon time on the very first day it opens and start hunting down the customer service folks or any MOCO factory rep who handle's that particular item or issue and state your case in person! Start out playing nice [smiley=cool3.gif] then accelerate the pressure [smiley=furious.gif]........at some point other visitors/customer's will be within an ear shot and magically those old stone cold no's  [smiley=thumbsdown.gif]you recieved earlier on the telephone become glowing yes's [smiley=thumbsup.gif] and they can and are willing to fix any legitamate issue or concern you may have........imagine that! [smiley=shocked2.gif] (Also,remember to request business cards so you can follow up). I guess timing is everything and the right location never hurts........  

 Its worked for me and I believe it will also work for you.

Good Luck!

Work it might.  But it's a sorry statement that going to such lengths even has to be considered for the really mundane types of issues that are so often neglected.

[110tHunDer]

In the past when I've been unable to get a favorable response from the MOCO on a warranty issue via the telephone I've used the following technique:

 Go to the next major event Sturgis or Daytona, show up on the MOCO trade show floor about noon time on the very first day it opens and start hunting down the customer service folks or any MOCO factory rep who handle's that particular item or issue and state your case in person! Start out playing nice [smiley=cool3.gif] then accelerate the pressure [smiley=furious.gif]........at some point other visitors/customer's will be within an ear shot and magically those old stone cold no's  [smiley=thumbsdown.gif]you recieved earlier on the telephone become glowing yes's [smiley=thumbsup.gif] and they can and are willing to fix any legitamate issue or concern you may have........imagine that! [smiley=shocked2.gif] (Also,remember to request business cards so you can follow up). I guess timing is everything and the right location never hurts........  

 Its worked for me and I believe it will also work for you.

Good Luck!

Sounds like a he!! of a lot of work and effort to have to go through when trading for a Gold Wing is relatively effortless.

[srqseeg]

Thanks for the advice.  Sounds good since Daytona is so close.  Maybe should add that I will hunt down Willy G in Daytona to the following letter.

Here's a letter I've put together to send to the Customer Service guru.  Comments/Suggestions?

Dear Mr. Dwyer,

You do not care about customer service so I am surprised you are in charge of the Customer Service Department.  You seem more concerned with loyal Harley-Davidson owners resubmitting valid, yet denied, claims which will increase your workload than actually solving problems.  

My dealer submitted a claim (#294146) for new saddlebag filler trim since the bracket (poor engineering by HD) has rubbed spots on both trim strips which will cause rust.  The answer I originally received, and you are sticking to, is since it does not show; tough luck.  I requested reconsideration of the original denial and this claim too was denied.  Be honest, you are only concerned about approving a valid claim once you have denied it to avoid customers questioning your decisions when you make a mistake. Be a true leader, admit the original denial was wrong, and rectify the problem.  Don’t be so ridiculously stubborn!  This problem is caused by Harley-Davidson through bad engineering and should be solved by Harley-Davidson with replacement of the trim (or pay for repainting the rubbed areas) and adjustment of the saddlebag brackets.

I know leadership of the Motor Company gives you great latitude to solve problems since they seemingly ignore our problems.  Therefore, you have the power and responsibility to make this right.  If the Motor Company (you) does not solve this problem, I will contact the Florida Division of Consumer Services, Florida Better Business Bureau, Florida Department of Corporations, and recommend to all I speak with that they not consider purchasing a Harley-Davidson motorcycle due to poor customer service.  

This is a Custom Vehicle Operations motorcycle.  Act like it matters!

Sincerely,

[Fatboy]

Ouch! That letter should get his attention (if he even reads it). I'd  send copies to his superiors also.

And yes guys having to act like a "pri*^" to get a favorable response from the MOCO is not something I enjoy doing.......but as a last resort to get a desired resolution it has worked. Why just roll over and absorb the $$$ loss personally to remedy an issue that should never have arisen in the first place if proper quality control was in place? And since we pay a premium price for their product we should get what we pay for.......

[Coolbreeze]

So, I guess I shouldn't complain about the oil seep at the top of the crank case that the Service Manger told me "oh, that's a dry case, it can't leak any oil.  I dont know where that's coming from.  Have you tried brake cleaner on it yet?" ...   aarrrggghhhh!

[Elvis]

Yo Rudy,
That sucks.  Sounds like maybe you've already tried this but here's the number in Milwaukee I have for Customer (Non)Service.   414/343-4056   I have been able to get satisfaction with crap Rossiters has done to screw up my bikes over the years by calling there, not sure if they can help ya now but thought I'd send it your way just in case.

Hey, if the rain ever stops, lets ride.   And by the way, Polaris is for jet skis...that red beast ya got is for ridin. [smiley=1syellow1.gif]

good luck,

elvis

[JCZ]

File a complaint  with the Florida State Agricultural department, I have done this before and it works, you can file on-line.

http://www.800helpfla.com/complnt.html

I'm probably gonna regreat asking this but here it goes, anyway........

What does the Agricultur Dept. have to do with it?  I mean it's a motorcycle, not a bad tractor.

[jimp]

I'm probably gonna regreat asking this but here it goes, anyway........

What does the Agricultur Dept. have to do with it?  I mean it's a motorcycle, not a bad tractor.

Open this link and see.
http://www.800helpfla.com/mvform.html

[Elvis]

I'm probably gonna regreat asking this but here it goes, anyway........

What does the Agricultur Dept. have to do with it?  I mean it's a motorcycle, not a bad tractor.

Stump Puller category? [smiley=laugh.gif]...

elvis