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[twincam]

SEULTRA, glad to help anyway I can just let me know. my tins have been on order for 12 weeks. but, like I said, rep never looked, did not send digitals, dealer looked at the bike for about 2 min. and ordered every part except bag lids.(he said he would order those if they didn't match when we get rest of parts installed) this includes lower fairings rear fender ect. ( I did turn him on to this site) and he read all the issues with paint. good luck bro. twincam

[Hawgwash]

Well, all my replacement striped parts came in and were replaced (front fender, outer fairing, side covers & saddlebags minus lids). Watermelon (or Mountain Dew) colored. This was finished 2 weeks ago. I've held off from posting anything here because I had some issues I wanted to allow a chance to work out. I am still of the feeling HD is willing to do the right thing.

Because I had to leave the country just after it was done, I corresponded with the dealer and the HD Area Rep by email. Here is what I sent them:

[highlight]The new parts look good, better than the old ones, for sure. However... The front fender really stands out. It looks awesome! The difference between it and the old fender is like day & night. The rest of the parts look good (just like the bike when it was new looked good), but - and feel free to correct me if I'm wrong - what I'm suspecting is the front fender was the only replaced part that actually had the new paint process done to it. It looks to me like the rest of the replaced parts were done with the old paint process. It was surprising to me that when the parts were ordered everything was received very quickly - except the front fender, which took quite a while to arrive. It never dawned on me until I finally saw the new parts, that the ones that were received quickly could have come from "old" stock.
 
Is there any way to confirm whether all the new parts were painted with the new process?
 
You had advised me about what differences to expect with the new process. I can see the differences in the front fender only. As I said, the new parts look good, but only the front fender looks awesome. My bike is well taken care of and is kept in a garage, but I suspect the old paint process is affected by ultraviolet light. The reason I say that is it seemed like the problem with my old parts became more and more obvious with time.
 
I leave tomorrow to go to lovely Nigeria for a month. I hope to hear back from you. I get email and have a phone there. In any case, I'll pursue this some more when I get back home.[/highlight]

To keep the story short, the Area Rep made plans to look at it ASAP. He was worried that because the 2007 model production is under way the 2006 paint schemes might become difficult to get. For whatever reason he never looked at it but went ahead and authorized the dealer to order the parts again! In one of the emails he did ask the dealer to get information such as part numbers and when ordered, etc. I am guessing he may have discovered everything but the front fender came from the old paint process.

In my opinion, at the end of the day I should have an awesome paint job, as HD originally intended. It will be nice to finally have it right. In the meantime, its kind of nice, with already having 19,400 miles on a bike, knowing it has yet to get new paint. Sorry for being so long winded.

[Hawgwash]

I forgot to mention in the post above the gas tank (with emblems) was also replaced.

[UltraPolecat]

Talk about weeds and snakes in the grass ... the HD rep looked at the paint on mine today and said it wasn't a warranty issue! Claim denied. I was at work and asked my dealership to call me when he came so I could show him what I was talking about and the dealership said he doesn't talk to customers!  
I called the HD customer care line and after being on hold for 25 minutes spoke to Debbie who told me that it is the reps choice as to whether or not they want to speak with the customer. I told her I had never heard of such a thing and I wanted to speak face to face with this guy. She said she'd put my request in the issue ticket and he would call me if he needed to. What kind of operation is this company running?? The extent of the dealers involvement was to ask the guy to look at it and relay his "findings" back to me. No support, no backing.  If this is the way they treat someone who buys their "flagship" model, I would hate to see how they treat someone who bought a Dyna. This is not the end of it.

Hey SEULTRA,

Don't lose heart.  I was the one that had been refused by the Rep after he replaced my bags (They look awesome).  My dealer went to bat for me with customer service.  I had asked for a face to face meeting with the Rep, told them respectfully that they were digging themselves a hole if they replaced parts for some customers but not others.  I advised him that I knew of at least 10 bikes that had been fully replaced built before and after mine, and could use that information as needed in the future.  I explained to him how the process was changed in April, and that ALL bikes built before that as well as some in process would all show the problem because it was a flawed process, not a quality problem.

After that discussion my dealer called the customer service dealer line and got the full set of parts approved!  If you have a good dealer, arm them with information.  Get them to call the customer care line.  This will not be an unfamiliar tale there.  Make sure they understand you are absolutely determined but treat them with respect.  We feel it as a personal issue, to them its just business.

My hats off to my dealer, who never has let me down and treats me like family.  Tilley HD in Statesville, NC [smiley=xyxthumbs.gif] [smiley=xyxthumbs.gif] [smiley=xyxthumbs.gif]

I still can't believe the Rep refused to speak with you, though.  I'll bet he has a boss.  Maybe he will...

GOOD LUCK!

[Wrongway]

Today is the day , drop off the "Shades" for the new skins this morning. Saw the bags last week and they look great. Wrongway is soon to be a happy camper [smiley=xyxthumbs.gif]. Pictures are soon to come.  Wrongway.

[Midnight Rider]

Good news Wrongway!!  I'm one of the lucky ones who got a end of year run with no problems...you're gettin' a brand new scooter, bro!!  You're gonna' love the paint when it's right!!

[jdawg]

Gents and Ladies...we got r dun!!! [smiley=banana.gif] New tank (with emblms), inner/outer fairing, new saddlebags upper and lower.  Went over it with a fine tooth comb with my service manager.  One look and it was obvious we needed to order side covers.  Said he would...no question.  Said the regional rep was going to pick-up the old parts himself.  For some reason they didn't want them shipped back.  This all started back in May and the parts were ordered July 13.  It has been quite an experience but I can't say enough about my dealer after the regional rep said o.k.  It gave me the opportunity to really get to know my service manager (who took all the time I needed and treated me with the utmost respect) and all the guys/gals in the service department.  Wow...it really is black with crimson flake!  As said before...because of this site and fellow CVO brotheran like you all, we were able to git r dun? [smiley=xyxthumbs.gif]

Only question now is what's the best wax/polish to use?

[twincam]

congads to   you   jdawg

[SEULTRA]

Hey SEULTRA,

Don't lose heart.  I was the one that had been refused by the Rep after he replaced my bags (They look awesome).  My dealer went to bat for me with customer service.  I had asked for a face to face meeting with the Rep, told them respectfully that they were digging themselves a hole if they replaced parts for some customers but not others.  I advised him that I knew of at least 10 bikes that had been fully replaced built before and after mine, and could use that information as needed in the future.  I explained to him how the process was changed in April, and that ALL bikes built before that as well as some in process would all show the problem because it was a flawed process, not a quality problem.

After that discussion my dealer called the customer service dealer line and got the full set of parts approved!  If you have a good dealer, arm them with information.  Get them to call the customer care line.  This will not be an unfamiliar tale there.  Make sure they understand you are absolutely determined but treat them with respect.  We feel it as a personal issue, to them its just business.

My hats off to my dealer, who never has let me down and treats me like family.  Tilley HD in Statesville, NC [smiley=xyxthumbs.gif] [smiley=xyxthumbs.gif] [smiley=xyxthumbs.gif]

I still can't believe the Rep refused to speak with you, though.  I'll bet he has a boss.  Maybe he will...

GOOD LUCK!

Polecat ---
I'm happy for you that your dealer treats you right. The GM at Colorado Springs HD has yet to call me back to discuss my paint (he said he would back on the 30th of September). Not a word from him. Interesting how the service and support can vary so widely by dealership and HD rep. I spend all this money on HDs best most expensive bike AND I'm also a HOG chapter officer sponsored by this dealership and I get the cold shoulder. It just makes me sick to have to fight tooth and nail to try to get the support others get just by identifying a issue to their dealers.
I don't know what it's going to take to get satisfaction on this issue.

Here's what was on my workorder regarding my paint complaint: "H-D service rep and tech services both stated that this is a custom paint job and variances in paint colors will exist. The color shades are not far enough off to be captured by a photograph per reference ID#452339. Tech services states that this paint issue is not a warrantable item"

I just went out into my garage and took these 3 pictures. No sunlight, just overhead flourecent lights. Whadda ya think?? Am I making this sh*t up? Is my camera lying? I don't think the "H-D Rep" ever bothered to take any pictures.... but then how would I know, he never talked to me.

[SEULTRA]

Pic #2

[SEULTRA]

Pic #3

[RJ749]

Polecat ---
I'm happy for you that your dealer treats you right. The GM at Colorado Springs HD has yet to call me back to discuss my paint (he said he would back on the 30th of September). Not a word from him. Interesting how the service and support can vary so widely by dealership and HD rep. I spend all this money on HDs best most expensive bike AND I'm also a HOG chapter officer sponsored by this dealership and I get the cold shoulder. It just makes me sick to have to fight tooth and nail to try to get the support others get just by identifying a issue to their dealers.
I don't know what it's going to take to get satisfaction on this issue.

Here's what was on my workorder regarding my paint complaint: "H-D service rep and tech services both stated that this is a custom paint job and variances in paint colors will exist. The color shades are not far enough off to be captured by a photograph per reference ID#452339. Tech services states that this paint issue is not a warrantable item"

I just went out into my garage and took these 3 pictures. No sunlight, just overhead flourecent lights. Whadda ya think?? Am I making this sh*t up? Is my camera lying. I don't think the "H-D Rep" ever bothered to take any pictures.... but then how would I know, he never talked to me.

Complete crap from the dealer and rep.  This is a known problem, I have parts on order now and they never even saw my bike.  The mgr and I told them what was bad and the parts are trickling in.

SE, have you called customer service to open a claim as discussed earlier in the thread.  The "squeeky wheel" theory applies here.

[Hawgwash]

Here's what was on my workorder regarding my paint complaint: "H-D service rep and tech services both stated that this is a custom paint job and variances in paint colors will exist. The color shades are not far enough off to be captured by a photograph per reference ID#452339. Tech services states that this paint issue is not a warrantable item"

I just went out into my garage and took these 3 pictures. No sunlight, just overhead flourecent lights. Whadda ya think?? Am I making this sh*t up? Is my camera lying. I don't think the "H-D Rep" ever bothered to take any pictures.... but then how would I know, he never talked to me.

SE –
Man! It bothers me to hear about this kind of thing where the problem isn't being addressed. I can tell from your photos, if you were to take the same photos in the sunlight, the problem would be unquestionable. I'll attach one of my pictures where you can see an obvious difference between the saddlebag & rear fender - or saddlebag lid). You have the same chit. My dealer got the area rep to come look at mine. I made sure I was there when he came. He was very courteous but initially tried to appease me with a story about paint that was meant to make me back down and live with what I had. He wasn't at all pushy about it and asked if I'd like him to comfirm what he told me. I said yes, please do. As soon as he called his supervisor - with hardly any discussion - he hung up and offered to replace all striped parts. The problem has been ackowledged and a new paint process put in place by HD. To make a long story short, since then all parts were recently changed. The front fender was, however, the only part that obviously had the new paint process (and it is very nice!). Without hesitation the area rep authorized re-ordering of the other parts. Which is where I'm at now, waiting on my second set of skins.

I have been very satisfied with the way my paint problem's been handled. I look forward to getting it right. I can only suggest that maybe once you get HD to see and begin acting on the problem you will likely get taken care of. It seems to me that once the problem is recognized, HD wants to fix it. When I originally talked to the Area Rep, I told him about this forum and about what other owners were doing. I think that may have had an influence on his decision to look into the issue. I also emailed him pictures I'd taken where I had the saddlebag lid next the part in question (the gas tank, front fender, ect.) for comparison. He may have used these photos to justify his decision to replace the parts. In other words, I did what I could to make it easy for them to do what they've done. And I’m fortunate to be dealing with some very helpful people.

I wish you luck - your paint deserves to be fixed!

[UltraPolecat]

Hey SEULTRA,

Your pictures look like you snuck into my garage!  Actually our bikes look identical.  My best recommendation is to keep after your dealer as well as the customer care line.  It seems they may refuse to address the problem at least once as a matter of policy.  Some dealers may be stronger than others when representing their customer.

I believe the bottom line is that they have fixed several bikes with the same problem and the problem existed on EVERY BIKE made before April 06.  They can not selectively repair some bikes while denying others.  Let them know you are knowledgable and determined.  It may take some effort, but don't let them get you down.

Look at the bright side, the longer it takes them, the newer your bike will be when the parts are finally in.  You will have a brand new 06 all over again!

Good Luck Bro! [smiley=beer.gif]

[SEULTRA]

SE –
Man! It bothers me to hear about this kind of thing where the problem isn't being addressed. I can tell from your photos, if you were to take the same photos in the sunlight, the problem would be unquestionable. I'll attach one of my pictures where you can see an obvious difference between the saddlebag & rear fender - or saddlebag lid). You have the same chit. My dealer got the area rep to come look at mine. I made sure I was there when he came. He was very courteous but initially tried to appease me with a story about paint that was meant to make me back down and live with what I had. He wasn't at all pushy about it and asked if I'd like him to comfirm what he told me. I said yes, please do. As soon as he called his supervisor - with hardly any discussion - he hung up and offered to replace all striped parts. The problem has been ackowledged and a new paint process put in place by HD. To make a long story short, since then all parts were recently changed. The front fender was, however, the only part that obviously had the new paint process (and it is very nice!). Without hesitation the area rep authorized re-ordering of the other parts. Which is where I'm at now, waiting on my second set of skins.

I have been very satisfied with the way my paint problem's been handled. I look forward to getting it right. I can only suggest that maybe once you get HD to see and begin acting on the problem you will likely get taken care of. It seems to me that once the problem is recognized, HD wants to fix it. When I originally talked to the Area Rep, I told him about this forum and about what other owners were doing. I think that may have had an influence on his decision to look into the issue. I also emailed him pictures I'd taken where I had the saddlebag lid next the part in question (the gas tank, front fender, ect.) for comparison. He may have used these photos to justify his decision to replace the parts. In other words, I did what I could to make it easy for them to do what they've done. And I’m fortunate to be dealing with some very helpful people.

I wish you luck - your paint deserves to be fixed!

Hawgwash ---
Thanks for the advice and words of encouragement. You make an excellent point --- give them the evidence (photos) that supports your claim and make it easy (irrefutable) for them to decide to fix it. I do have the business card of the director of dealer training for HD and he said I should let him know if he can assist. I'm holding that ace in case all the regular channels fail. I'm going to take more pics tonite of all parts with the saddlebag lid next to them. Once I have that, I'm going to call the HD "customer care" line and try to speak with John as McGoo suggested. I'm also going to set up an appointment with the head GM at Pikes Peak HD here in Colorado Springs and request his assistance and backing. We'll see how that goes.
Again, thanks to everyone for their support and suggestions to help me deal with this issue. You guys (and gals) are the best!!  [smiley=xyxthumbs.gif]