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[pj57]

Scenario: I take my 2002 SERK in for service...it's got a bad miss. I get a timely phone call the next day telling me I need new injectors and...oh by the way...you also need an inner primary gasket. Yep..I had noticed a few drips of oil on the garage floor so I'm thankful for that diagnosis. First estimate = $450 parts and labor. I give the go ahead. Next call...um, we don't have the injectors...gotta order them and it will take a week, unless you want to have them overnighted.  If so, that'll be an extra $50. Uh...doesn't Harley help you dealers out when you need parts in a hurry, I ask. "Nope!" Well, I want my bike for the weekend so...okay, do it. That takes us up to $500, right, I ask. "Well, actually it's $600 sir." What?  "Sorry, I only added one injector in your estimate, my bad." Okay, the kid messed up...I'm a little pissed, but he's new. Just go ahead and fix it. Next call a few hours later: "um...the injectors are on back order and won't be released for about a month." I'm then connected to the parts counter. The parts guy tells me another dealer has the injectors if I want to buy them there and bring them to the shop. My response, "I'm at work...can't you guys pick 'em up? His response? "No." So much for customer service. I will speak with the service manager or GM tomorrow - not that I expect it to matter. Oh, I forgot...they're closed on Mondays. I do most of my own maintenance work and haven't been to a dealer in a while. Tell me...is this the norm? PJ      

[Puzzled]

Order the parts and do the work yourself. 

[pj57]

Hey Puzzled...normally, I would have done the work, but I couldn't figure out the miss. Tried plugs, plug wires...checked injector harness for broken wires (which was a problem with the '02s)...the problem didn't trip a code either. In an obvious moment of weakness, I went to the only dealer in my area that had a decent reputation.  By the way, 27609-01B injectors are on national backorder 'til the end of September...

[Boxman88]

Well I can tell you a $80 per hour dealer my way doesn't charge to get parts the next day. Have most of the stuff in stock and will get what I need when I need it. It all has to do with customer service and building relationships. Last year when I blew my motor on my 07 Street Glide they came to the house and picker her up the same day I called, a MONDAY,  looked at it the next day. Ordered pistons and cyl. and I picked her up on Friday night so I could lead a Chapter Ride on Sunday. Develop relationships and it goes a long way. Last week I had my new suspension come in for my SEUC on Thursday and they installed it on Sat. They are 2 weeks out when you call for service. As I say relationships go a long way. I only pay $80 per hr at a HD Dealer. They are all different. Good luck.

[Puzzled]

Hey Puzzled...normally, I would have done the work, but I couldn't figure out the miss. Tried plugs, plug wires...checked injector harness for broken wires (which was a problem with the '02s)...the problem didn't trip a code either. In an obvious moment of weakness, I went to the only dealer in my area that had a decent reputation.  By the way, 27609-01B injectors are on national backorder 'til the end of September...

They found the problem, pay them for that. Then you can fix it yourself since they want you to purchase the parts yourself!!! Time for Hot Rod injectors? 

[Twolanerider]

Send me your address PJ.  I've got two or three sets of what should be good used injectors.  All running ok when they came off.  Will put a set in the mail.  Then you can change them and tell the shop to go pound salt.

[Puzzled]

Send me your address PJ.  I've got two or three sets of what should be good used injectors.  All running ok when they came off.  Will put a set in the mail.  Then you can change them and tell the shop to go pound salt.

 

 

[pj57]

Hey Don - looks like my post should be moved to "other topics." just read about the guy from Arkansas and his saga. Thanks for coming to his rescue. I may take you up on your offer for the injectors. I'll let you know the outcome of my discussion with the GM on Tuesday. I'm actually looking forward to a spirited discussion with him. 

[Twolanerider]

Hey Don - looks like my post should be moved to "other topics." just read about the guy from Arkansas and his saga. Thanks for coming to his rescue. I may take you up on your offer for the injectors. I'll let you know the outcome of my discussion with the GM on Tuesday. I'm actually looking forward to a spirited discussion with him. 

Whatever you decide.  I'd tell them to bite me and swap them myself at this point though....   

[pj57]

Hey Boxman...looks like you've hooked up with one of the rare quality dealers out there. I agree about the advantages of establishing a relationship with your local dealer, but when it comes to customer service, it really shouldn't really matter if it's my first visit or 50th. I shutter to think if I had just been an out of towner just passing through when my bike experienced problems. Ah yes, "Welcome to the family."  

[pj57]

Don - I will give them benefit of the doubt pending my discussion with the GM. I'll let you know.  p.s. thanks for supporting me and so many other members here. pJ

[porthole]

I would take Don up on his offer.
There is only a 50% chance the issue was diagnosed correctly anyway.

[Sklywag]

50%

You are quite optimistic!  That would mean that someone in service might have some sort of a brain and be over 23 years old

[dartman]

50%

You are quite optimistic!  That would mean that someone in service might have some sort of a brain and be over 23 years old
[/quote
So true , if only they were right 1/2 of the time it  would be wonderful

[2018_FLTRXSE]

We have 2 HD dealers on the island here.. one charges $85/hr and the other charges $105/hr

Customer service varies at both.. there are a limited number of licensed techs, and they play the market well. This in turn drives up the labor costs... 

I've had a couple of small snafu's but nothing major... the biggest problem here is of course parts arent within driving distance. If it isnt in stock, it simply isnt.

Almost all the HD parts get here via UPS ground (even though they travel by air)

I watch guys scream and yell all day long and I think to myself... why?... you're on an island inthe middle of the ocean... spend a day at the beach.