Would you go back to this dealership?

Discussion in 'The Perfect Line and Other Riding Myths' started by markk9, Feb 17, 2013.

  1. markk9

    markk9 Been here awhile

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    Here is the story..........My front rotors were warped, at speeds under 10 mph, if I applied front brake, it was like riding a pogo stick. I took it back to the dealership I bought the bike at. Service dept said that rotor are bad, left at .015, and right at .008. But, that they are a wear item and not covered.

    I did my research and know the rotors should be covered. Called a second dealership and they said to bring it in, as long as there is no visible abuse and rotor thickness is still with in spec, they are covered under warranty.

    I had the second dealership do the work. When I received the bike back, I emailed the first dealership about my disappointment.

    This was the second bike I have purchased from them in 2 years, both times I received a good deal on bikes. Never had any problems with them in the past. With this Ultra I purchased the 7 year extended service plan.

    Here is what I emailed sent 2/2/13 and how they responded:

    I drop off my 2013 Ultra Limited on 1/14/13 for a vibration in front when the brakes are applied. When called service the next day, I was told they found the front brake rotors were warped and should be replaced. I Was informed that the rotors did not look abused, the left rotor was out of specification, and the right rotor was on edge of being out of specification. I asked if they would be covered by the warranty, bike had just over 6,000 miles, was told no, Harley Davidson of Greensboro would not cover the rotors. Before I brought the bike in service, I search on the internet about this problem and found it's a problem with the touring series bikes, and many have had rotors replaced under warranty.

    I called Cox Harley-Davidson in Asheboro, service told me to bring the bike in. As long as the rotor thickness was still in specification and no abuse was visible, it's a warranty replaceable part. I picked the bike up today from Cox Harley Davidson with new rotors installed under warranty.

    I'm very disappointed with the service at Harley-Davidson of Greensboro.


    The dealerships first response on 2/2/13:

    Hello Mr. XXXXXXX,

    I am so sorry to hear of your passed incident here at Harley-Davidson of Greensboro. I have spoken to my Service Manager, Paul and he will further be handling your concern. He will be contacting our Rep to better understand this warranty type on Monday. Also Paul will be contacting you after that. Please let me know if there is anything I can do for you before then.

    Thank you for your time and for bringing this to our attention, we grow from learned experiences.



    Ali Gossett
    Customer Experience Specialist


    Response from the service manager on 2/15/13:

    Good afternoon Mark
    Sorry for your bad experience with our Service department. I spoke with our H-D Rep and we definitely dropped the ball.
    Only because we were declined a warranty rotor replacement before. However, that is not an excuse Mark. We should have made
    100 per cent sure on your warranty repair before we stated it was not covered. Again Mark, I apologize for the inconvenience that we
    caused you. If there is anything I can do, please contact me.
    Thank you



    PAUL D.GALIPEAU
    Service Director

    Would you give them a second chance, or stick with the second dealership that helped you?

    Dealer #1 really only had 2 options, either ignore me, or admit a mistake. It's hard to ignore when a 2nd dealer fixed the problem.

    My wife and I wondered if they would offer a gift card or big discount on the next service. When I bought this bike, I made it a point to tell the service manager and my sales guy, that with the 7 years ESP, I would have the bike serviced at the shop. I had them do the 1K and 5K service. Bought all my upgrades at their shop.

    The first dealer is 15 miles one way, the second in 40 miles one way. Riding the extra miles doesn't bother me at all for getting good service. I really think I will be having the 2nd dealer do the 10K and 15K service. Maybe give the 1st dealer a shot at the next warranty work.
    #1
  2. MOzarkRider

    MOzarkRider Adventurer

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    Who were you talking to the initial time you went in?
    If it was the service manager (Paul) and he told you that it wouldn't be covered the first time. Then I would say no, I would not go back.
    If it was a person that was a subordinate of the service manager (Paul) that told you it was not covered then I would go back for a second chance.

    My reasoning....
    If the service manager(SM) was the person that told you it would not be covered the first time, then went back on his original statement in the letter, this reflects a poor management staff and you will most likely recieve the same type of BS in future transactions.
    BUT
    If it was one of the other staff members that reprorts to the SM then that means the SM was probably not aware of the situation before hand. And now that the attention has been brought to the situation management can step in make adjustments and provide a better experience in the Future. At least that's how it's supposed to work. Just my .02
    #2
  3. 1911fan

    1911fan Master of the Obvious

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    I'd go back. Everybody screws up. Since they realize they goofed, researched what they did wrong and have corrected themselves, and have admitted all of that to you- why not go back? Maybe hit 'em up for a discount on parts/service/accessories based on travel time etc to the other dealer?
    On the bright side, since you went to the second dealer and got good service, and the first dealer realizes the goofed, now you've got two good dealers to use.


    1911fan

    Disclaimer: I've been an automotive service professional for over 20 years, so my opinion is a little slanted.
    #3
  4. Racer111v

    Racer111v Been here awhile

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    Warranty issues can be confusing to dealers as well as customers. The easy way for a dealer to answer the customer is from past experience. If the dealer says it's covered , and the manufacturer says later denies the coverage , the dealer is out the money. A good dealer will check if they think you have any chance the manufacturer will cover it. Some dealers are better (successful) at this than others. Even if the manufacturer denies the claim, a good manager will work with you on some level (dealer cost on part: discount on labor for replacing questionable part, when combined with other service, etc...). I know I'm willing to work with someone that's willing to work with me, to keep a customer.
    I know this doesn't directly answer your question, but it also sounds like your talking about a H-D dealer. From my experience you will eventually be disappointed by every H-D dealer eventually. It' not always the H-D dealers fault , H-D corporate rules with an iron fist. :1drink
    #4
  5. gdenn

    gdenn Adventurer

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    Its great that they admitted they messed up and dropped the ball. But if it had been my business I would have offered a free oil change next time it was due. A good will move that will surely bring many many returns. I think they are being short sighted. I have been in business 30 years and it still shocks me how many times people put a dime ahead of a dollar. The second dealership would get my business.
    #5
  6. concours

    concours WFO for 41 years

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    All too common in our society, people launching into what they CAN'T do for you, instead of "let's have a look, check it out and get it fixed."

    I wouldn't support them with my business.. It's there JOB to know about such things. They are an AUTHORIZED MoCo Dealershp, should be well familiar with the various policies.
    If I were the service writer/tech/manager, I'd be looking for damage to the rotors from tire changing, improper tie down, other damage first. None being found, I'd warranty them . THAT is consistant with policy. What the hell is the mystery?
    #6
  7. anotherguy

    anotherguy Long timer

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    I'm a certified Harley tech. Harley-Davidson is adamant the customer is happy. That's why your dissatisfaction was handled the way it was. You should have called Harley's 800 customer service number and calmly explained the situation before seeing another dealer.

    If Harley administration hears enough of this type of stuff they come down hard on the dealer. Every dealer is supposed to have a warranty administrator who's job it is to take care of stuff like that. If you go to the dealer regularly for service/accessory work they'll even let you have an occasional "gimme" where it's not really warrantable but they "goodwill it" because of your patronage.

    This not only goes for Harley but most other brands as well. If you are a regular customer they want you to stay that way. If you bought the bike 4 years ago and they haven't seen you since it's not the case. Calmly approach the service manager and explain the issue you have. If no good there move up to the general manager. If that doesn't work call the company customer service line and remaining calm explain again. If the issue is legitimate they will handle it to your satisfaction 99% of the time. Sometimes yer just screwed. :D
    #7
  8. trc.rhubarb

    trc.rhubarb ZoomSplat!

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    I've had 2 ultras now and both had intitial rotor issues.
    Both times they were handled by the dealer...
    A relationship with your service dept goes a long way on warrantly grey area.

    A relationship with the owner and/or gm goes almost as far.

    I do my own service but when it's warranty, i let them do it. No warranty anymore :D

    I'd give them a second chance and just like going to the doctor -- don't accept bs answers.
    #8
  9. duck

    duck Banned

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    Klay wouldn't go back.

    I agree that they should offer you a free oil change or future discount of some sort to make up for the extra hassle they caused you.
    #9
  10. LowInSlo

    LowInSlo Been here awhile

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    I'm all about 2nd chances, but am surprised in their 'we screwed up' follow up there was no mention of a little 'somthing', even a free HD towel or something. And, as a BMW guy, I'm always jealous of all the HD dealer options you guys have. Wish they were my bike.
    #10
  11. WVhillbilly

    WVhillbilly Long timer

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    Hippo hands?
    #11
  12. AdventurePoser

    AdventurePoser Long timer

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    "Everybody owes me something..." a common problem in today's society....

    They made a mistake and admitted it. We've all made them.

    I'd give them a second chance, but that's just me.
    #12
  13. t-bills

    t-bills mcs are dangerous

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    I'd give them another chance. If you receive any slight trouble in the future, just ask to speak to Paul. Remind him of problems past (or "passed" in his case) and I'm sure he will try to make them right judging by his response. I judge companies (and people) more on how the address their errors and less on the errors they made in the first place. Don't forget about dealership number 2, though. They were good to you. I'd probably spread the love between the two.
    #13
  14. CallMeBoog

    CallMeBoog hi functioning idiom

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    Your words say yes, but your avatar says no
    #14
  15. DAKEZ

    DAKEZ Long timer

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    People make mistakes. This dealer accepted your concern, looked into it and OWNED it, He admitted that he made a mistake based on past experience that he had. He miss-understood something and when he looked into it he became more knowledgeable on the matter. He OWNED that he was indeed wrong... Stepped up and gave an apology.


    I would feel good about going back to them.
    #15
  16. triplenickel

    triplenickel Long timer

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    Ya beat me to it!

    To the OP holy shit dude, somebody made a mistake at work (who hasn't) admitted it, then apologized and you end up here? WTF were you expecting from them?
    #16
  17. duck

    duck Banned

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    Of course they admitted their mistake. What other option did they have after the other dealer replaced them under warranty? It's not like they discovered this on their own and manned up.
    #17
  18. markk9

    markk9 Been here awhile

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    They did after another dealer fixed their problem, shit, I would have been happy with a t-shirt or even $50 off the next service. I still kind of feel the only reason they admitted their mistake. was I told them I had the problem fix at the competition.

    H-D sends out a survey at the 18th month of ownership and asks about dealer support. This dealership will not get a good score. H-D wants all 10's on the survey.
    #18
  19. Patch

    Patch Been here awhile

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    I'd go back. Been in the Customer Service biz for some time now and the message from the Service Manager was a good one. He opened the door by inviting you to let him know if there was anything he could do for you. I especially appreciate that he did not simply offer a discount, service, or trinket to make up for the hassle and inconvenience. It doesn't work all the time. Every customer places different value on different needs. Not everyone would appreciate a free oil change, or a T-shirt - and now the business is trying to guess what will make you happy.

    Because he asked you, you can let him know how you would choose to feel valued as a repeat customer and then the ball is in their court. Customers shouldn't expect something for nothing, but the fact is you had to go out of your way to fix something that they should have in the 1st place.

    Find what would make you feel comfortable returning there and ask for it. If it is within reason its a win-win for everyone.
    #19
  20. DAKEZ

    DAKEZ Long timer

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    It must suck to go through life being bitter and holding on to grudges. Are you a man... or a whiny punk? You seem to be reasonable... So why are you intending to throw them under the bus when they stepped up and owed that they were wrong? If they had not done so I would say that they are in the whiny punk end of things.

    Learn to let things go and you will be happier in the long run. :nod
    #20