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[T MAC]

I would encourage you to do as you already stated - Go talk with the owner or the General Manager of the store.  I have come to understand that the people at the dealerships are just people.  Sometimes it appears like they have a chip on their shoulder, sometimes they are not as knowledgeable as they should be, sometimes maybe life has happened to them - someone could be sick in their family or they may have some financial hardship - or their having martial problems etc. and I walk in on the wrong day or the wrong week.

I was getting frustrated with my local dealer and I vented my frustrations on this site - what I realized is I needed to get some balls - I needed to tell the dealership what I wanted and needed instead of asking what they would do for me.  Once I did that (in a civil respectful manner) I got what I needed and with a smile.  The other important part of that is having the knowledge of what I need and this site has been A TREMONDOUS HELP  in knowing what I need and what HD policy is.  When I call with this information I can help educate the service person also.  - That might sound funny but I have found there is more knowledge on this site than at any dealership I have been to.

I rode to my local dealership yesterday, I have been strongly considering changing bikes.  I have twin girls now and it will  be a while before I can put some serious miles on my bike.  I bought my jester to ride across the country.  Well I pull up with really no expectations just to look they have a 08 SE road king anniversay colors I wanted to look at - I liked the bike but was not crazy about the colors as I walked around I realized I knew most of the folks that worked at the dealership most of them know me by name.  They all smiled and several stopped and talked with me.  The service dept inquired about how my bike was running.  The motoclothes girls offered me a discount and I had a great gmericano. Now in the past to be honest I have been pissed off at the dealership because I had problems with my bike and it was not getting fixed the way I felt it should - maybe they didn't fix it as fast they should have, maybe the tech was not seasoned (I always ask now for a master tech) but yesterday it was different.  I saw these folks as people.  Good People.  I too was considering changing dealerships - you can look at a few of my past threads I was very FRUSTRATED myself. I have come to realize that I expect alot out the dealership -as I should - but I need to also be considerate and understanding if things take a little longer.

I am glad I had the experience yesterday that I had - I will look at my local dealership differently now.  I decided to keep my bike in truth I Love It!  I will buy the extended warranty remove the lower fairings and make the tourpak detachable.  Thanks to Chief, HD-Dude and all others who posted info on this. 

I am going to call my dealership today to get the parts AND THEY BETTER HAVE THEM IN STOCK!

[IMAbadman]

Oh I hear you talking to them.  I made my expectations very clear the Service Manager in a very courteous and professional manner.  The man was an a$$.  Yes, he did seem like he had a chip on his shoulder.  Yes, he probably didn’t like the fact that I bought else where.  But considering they’ve only received 3 CVO’s in 2008, his words, why wouldn’t I look elsewhere?  He wouldn’t answer simple inquires and attempted to treat me like I didn’t know what I was talking about.

Why am I putting this information here?  Well for one, I do not wish anyone else to have an experience like I had.  Several fellow riders and local cycle shops encouraged me NOT to go to Route 43 HD for service.  I chose not to take their advice.  When someone sticks their hand in fire and says it burns…  I guess I should know to take their advice and not do it myself.  Because I got burned.

[graygost267]

IMAbadman:  My suggestion to you is to write to the MoCo and address it to Willie G.  I am a firm believer in raising my voice when I feel I am getting the run around.  You are right, after spending $40K for a bike, you deserve better service than you are getting.  In the absence of anything derogatory, the MoCo will assume everything is just fine.  Let them know you are totally dissatisfied with the service, the product and the lack of attention by the Company in addressing customer complaints.  I would find out who the regional rep is and contact him.  You can also go direct to the owner of the dealership.  Sometimes the veiled threat of reporting the dealership to the local Better Business Bureau carries some weight.  Just be sure you are ready to carry through with what ever level you want to take the problem.   

Graygost267

[Banana man]

Very typical of most dealers. I just can't believe anyone would run a business
this way. I still think if you had a dealership and focused on good customer
service throughout the store that you would have more repeat customers than
you could handle much less all the new ones you would get from word of mouth
about your store. Also you would make more money than you could spend.
(If thats possible).   


                                              Mark