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[porthole]

So it is Saturday afternoon, 5pm and I get a phone call from the factory rep. This would be the same rep I was told by customer service that he does not speak to customers.

He wants to know if it would be OK with me if HD covers the repair, under warranty.
We have a long conversation over the whole issue and left it with he would contact the dealer and tell them to go ahead with the repair and to check for any additional issues that may have caused this in the first place.

One caveat though, he asked (after the repair OK) if I would be willing to sign a release agreeing not to seek legal action against the MoCo over this issue.

So I agreed, you don't have any legal action anyway once they agree to fix the problem.

And the release will be limited to this repair only.

I guess the best thing out of this is that it sets the stage for future warranty work, which is good since I have the 7 year extended.

BTW I will still have the shop change out the head.

[Fired00d]

Duane,
Great news, glad to hear it worked out the way it should have, and you'll be back on the road soon. [smiley=xyxthumbs.gif]

 [smiley=pumpkin.gif]
Ride Safe,
Fired00d
 [smiley=fireman.gif]

[spydglide]

hey Porthole, sounds like a good turn of events and that this may be resolved sooner than later to your satisfaction.  Good deal!   [smiley=xyxthumbs.gif]spyder

[Twolanerider]

Sounds like someone blinked.  In many ways even more irksome though to find out after the fact that they're just playing chicken to save a few bucks because they can get away with it.

[DCFIREMANN]

Duane that is great news. I thought I was going to have a problem with my warranty issue but they came through. It took a while but they did in fact come through.

I have had only a few warranty issues with the MOCO and every thime they took care of the problem. I think a lot rests with the service manger at the dealer. I have very high regards for my dealership and the MOCO.

Be Safe

THE DAWG

[Puzzled]

That's good to hear. Strange turn of events but it is for the good which is inusual. [smiley=xyxthumbs.gif]

[ccr]

...He wants to know if it would be OK with me if HD covers the repair, under warranty.
...One caveat though, he asked (after the repair OK) if I would be willing to sign a release agreeing not to seek legal action against the MoCo over this issue.

Ridiculous! Of course it is OK with you if HD covers the repair under warranty! Isn't this what you expected in the first place?

You have a problem with your bike - you have to throw it on a trailer and limp it into the shop - you expect no more or less than to be treated like a customer who has a problem.  The dealership calls up a factory rep – and then all the good will is gone, they  basically call you an idiot for over revving your own engine and a liar, cause you are saying, No, I did not do that.  They say their product – a race tuner – is for race applications only and they are not going to honor their warranty.  

Instead of saying they are going to do everything in their power to get the problem solved and get your bike back to you to ride, they cause you much angst.  

And now, out of the good graciousness of their hearts, they are going to do what should have been done from the beginning, but only if you will sign a “gag order” that will not allow you to sue them?  What?  This smells extremely fishy – at least to me.

At the end of the day, I am glad you are getting looked after.  I know you are still not feeling good about the whole thing.  It is hard to get over the emotions of this situation -     I know.  

[grc]

Duane,

 [smiley=xyxthumbs.gif]  Sounds good - makes you wonder if maybe the dealer finally stepped up and went over someones head at H-D.  Congrats, and BTW - I think your decision to go with a new head is a good one.

Jerry

[110tHunDer]

. . . In many ways even more irksome though to find out after the fact that they're just playing chicken to save a few bucks because they can get away with it.

Yeah, no kidding!  I'm glad it appears it's going to work out in the end, but it's a shame you had to go through what you did.  When you say, "I guess the best thing out of this is that it sets the stage for future warranty work, which is good since I have the 7 year extended," it sets the stage, alright . . . . . . . . . for more HASSLES for you and the rest of us. :-/

[jdracing]

Hey Duane, take a good hard look at that release and make sure it is as narrow as they say.  You're not releasing them from responsibility for the problem (remember, what they do here may not fix the problem, since no one knows what caused it), just agreeing not to sue them for the way they've treated you up until now, right?

[spydglide]

Hey Duane, take a good hard look at that release and make sure it is as narrow as they say.  You're not releasing them from responsibility for the problem (remember, what they do here may not fix the problem, since no one knows what caused it), just agreeing not to sue them for the way they've treated you up until now, right?

Exactly.  I'm no lawyer, but I don't think this sounds correct......you having to sign any kind of release to get you bike fixed under warrenty.......I mean, that implies that they're doing you a 'favor' instead of performing according to the warrenty.  Just adds to the 'smoke & mirrows' way of interacting w/ the customer.    aaaarrrgh.   spyder

[porthole]

Well I got the bike back. No charge and they changed out one of the rocker boxes that was peeling.
Lost a lot of faith in the service dept with this one.
Besides missing the broken valve guide (i had to point it out to the mech);

Front fender scratched pretty good, the body guy was able to polish it out since all the scratches were in the clear coat. What pissed me off more then the scratch was the manager insinuating that the towing company did the damage. The towing company was ME.

2 broken hose clamps on the exhaust shield
Heat shield not installed correctly, vibrated through the brake pedal all the way home
Brake pedal is now damaged.

Oil film over most of the engine

Silicone sealer all over the cylinder base and cases

used a pair of pliers to remove some of the chrome bolt covers

let me drive home without a working headlight

twisted up the gas tank mount grommets and chipped one of the chrome tank mount bolts  

There was something else but I don't remember

Drove it home the 15 miles and then put it up on the jack to due a thorough wash & detail.

That makes the last two times the bike was in the shop it was damaged, at least this time they put the new gas tank on while it was in.

No release to sign, at least not at the dealer. The rep did call and leave a message asking if everything was OK, haven't called him back yet.

[DCFIREMANN]

Duane it's a crying shame that dealers even employ so called mechanics like that. If there were so many small items (Attention to detail) like chrome bolts chipped and THE HEADLIGHT not working it makes you think how the rest of the job was done. Man that is sad.

Good luck.

Be Safe

THE DAWG

[KentuckyHarleyDude]

A lot of these shops are hiring techs straight out of tech school and working them cheap ..paying them $15.00 ph + a little rate and charging us 60 to 70 ph ...a lot of these tech's do not even own a Harley ... they just have no idea how to handle a customers bike all their interested in is turning the hours .... wheel them in and wheel them out ... I've seen what happend in a big shop and some of you guy's would be suprised how much damage is done back in the shop that you never see ...

Bama

[VAZHOG]

A lot of these shops are hiring techs straight out of tech school and working them cheap ..paying them $15.00 ph + a little rate and charging us 60 to 70 ph ...a lot of these tech's do not even own a Harley ... they just have no idea how to handle a customers bike all their interested in is turning the hours .... wheel them in and wheel them out ... I've seen what happend in a big shop and some of you guy's would be suprised how much damage is done back in the shop that you never see ...

Bama

It has always been like that! It's called Business if you live in a large population area (most of us do) They the Dealers (auto as well a bike ) Could give a rats A$$ about you or your problem. There is another one coming down the pike every second no matter how many of your friends you tell about it here or in person.

They keep skinning and skinning What are you gonna do Not bring your bike or car back? Yeah that will stop it. There are more people coming every day.

The Way they Treated PotHole's bike I doubt he will go back for any more warrenty work much less any other service. But I'm sure the service area was full-up with others and you still have to have an appoiment  [smiley=soapbox.gif] That's it doesn't matter who you buy your HD from as once you ink the deal they tend to forget your name or the salesman is fried on loses his parole and is gone real fast  [smiley=huepfenjump3.gif]