Customer Service

[Guest Nogbad]

I just had the most surreal experience at my local Buell-HD dealer.

 

I went there to investigate some luggage for the new bike, and they asked me why I didn't buy it from them. When I told them where I got it, they came over all mardy and told me they wouldn't do the first free service, I would have to pay them £300 and ask the selling dealer to reimburse me.

 

Christ, that Scottish dealer has really pissed off all the other UK H-D dealers with their cheap Firebolt offer. The local guy also said fitting the "free" race kit would be expensive and wasn't a home job. Hah! His string was yanked even more when I said the free kit was fitted and tuned ready to go.

 

Quite why they should think I am some sort of awkward and unreasonable bloke for shopping round for the best deal in the country I don't know. Surely, if you are in business you are there to compete. If you can't compete, it's no good trying to punish the punters.......

[Frenchbob]

I just had the most surreal experience at my local Buell-HD dealer.

 

I went there to investigate some luggage for the new bike, and they asked me why I didn't buy it from them. When I told them where I got it, they came over all mardy and told me they wouldn't do the first free service, I would have to pay them £300 and ask the selling dealer to reimburse me.

 

Christ, that Scottish dealer has really pissed off all the other UK H-D dealers with their cheap Firebolt offer. The local guy also said fitting the "free" race kit would be expensive and wasn't a home job. Hah! His string was yanked even more when I said the free kit was fitted and tuned ready to go.

 

Quite why they should think I am some sort of awkward and unreasonable bloke for shopping round for the best deal in the country I don't know. Surely, if you are in business you are there to compete. If you can't compete, it's no good trying to punish the punters.......

78195[/snapback]

 

Nogbad, you did the unforgiveable: you refused to play the Harley game. Harley Davidson as a company increasingly resembles Macdonalds, it seems to me. I'm not knocking the bikes, just the way they're retailed.

[Baldini]

You're not his customer - why do you expect his service?

 

KB

[Guest Nogbad]

You're not his customer - why do you expect his service?

 

KB

78213[/snapback]

 

Because I would have it serviced there in future, I might buy accessories, and I was told any dealer would do the first service as it gets reimbursed by Buell anyway.

[Frenchbob]

Because I would have it serviced there in future, I might buy accessories, and I was told any dealer would do the first service as it gets reimbursed by Buell anyway.

78218[/snapback]

 

Standard practice, in the car retail trade, now, to accommodate the customer like this. WTF is so precious about Harley that they can't conform?

[dlaing]

WTF is so precious about Harley that they can't conform?

78221[/snapback]

Guzzi has the same problems.

If the factories paid the dealer decently for warranty work and first services, it would be a non-issue.

If the factory did not give dealers incentives or discounts for moving more bikes, the price difference between dealers would not be so great, nor would the resentment.

Small dealers make Guzzi great and competive in a market flooded by Japanese bikes Harleys, and inhuman dealers.

I hope Piaggo understands that.

You would think this Harley dealer could just accept a new customer.

[pete roper]

Dunno what the *official* line is here but I do know that my mate John was charged somethig absurd like $450 for a first service on his LeMans and they didn't even follow the service scedule and charged him an hour and a half for 'Checking lights, indicators and horn!'.

 

I've actually completed several PD's on bikes sold by this mob of loons since it wasn't done properly by the dealer but I essentially charge nothing, even though I'm not an *official* Guzzi dealer simply because I reckon if you pay big bucks for a new bike you should at least get it set up right. OK, so I'm a lousy business man but it helps me sleep at night.

 

Pete

[Guest Nogbad]

I would guess that most of this place's customers are rich mid-life crisis bankers and stockbrokers who wobble around on their custom softails at the weekend, and simply pay list because the friggin bike costs less than they earn in a week.

 

I guess the Buell market doesn't fit too well with the H-D market, but nevertheless, H-D want that market as their traditional customer base is ageing and is not being replaced. Not that the entire bike market isn't affected in the same way, but I think the H-D trad market segment is worst affected by this demographic problem.

[Guzzirider]

I gotta say that my local Harley dealer in Leeds is ace and they love Buells too.

 

I guess it depends on who is running the franchise.

 

I'm off to bed cos I am pissed and tired- the result of another quality night's entertainment around Huddersfield followed by some lovely Calvados.

 

Guy

[soloNH]

I'll add my

 

I work for a boat dealership in sales and I think there are some parallels to cycle sales.

 

When a customer comes in for service with a product we sell but was purchased elseware I think most sales/service people take it personally. They have lost a sale, they are pissed off at the other guy that "whores" his pricing to move product. (for what ever reason)

 

With all the pricing available over the internet it's so easy to get a better deal if your willing to travel some.

 

So now I'll give you the dealer's prospective, without sugar coating anything.

 

When a customer comes in to get service, especially warranty or adjustmants not preformed at delivery we don't jump for joy. The mark up on the sale of some accessories is not going to add very much to our bottom line at the end of the year. I know every little bit helps but remember we're really pissed off at the guy who made the sale not you really but your the only one there.

 

Dlaing is correct, most mfg.'s don't pay much for warranty and some expect the dealer to absorb any adjustment costs as part of doing business.

 

But here's the real rub. We've (dealers) got our own customers to take care of and they must come first. We have invested $$ and time developing relationships with them so that's our first priority. The best thing for us (dealers) to do is to not show our feelings and take it as it comes and hope that the next time we will earn your business. Buyers must take a real look at what the true savings really are.

The amount saved traveling for the deal vs the amount of "good will" you will receive from the local dealer who (hopefully) made a fair profit. The other dealer knows that he will probably never see you again so take a little less, move a unit and keep the $$.

 

I have had customers travel 1600 miles round trip to save $1200 to $1500 on a $26000 boat motor and trailer package.

 

On the face of it, it sounds like a no brainer. They bring it home and "life it good".

 

So now, a few weeks later the trailer bearings were not packed properly at the factory or the bilge pump switch has decided to go south, maybe the other dealer put in a cheap battery to save a few bucks. This shit seems to go on and on sometimes. We need the customer to pay for the work to be done or we are stuck getting authorization for warranty, order parts and do the work, this takes a service consultant, a parts person and a warranty claim filed to get re-embursed. Usually we will not loose money but were not going to push our customers aside to "fit you in" so you can go out and fish. ride etc. this weekend. We usually hear " well you sell them you should fix them no matter where I bought it!"

 

Yes this is true, but, and there is always a but.

 

So bottom line for me is... how much are you really saving when all things are considered. Sometimes it's alot and it's worth putting up with the B/S with getting things serviced and getting the "cold shoulder", sometimer not. Only you can decide and every situation is different.

 

My best advise is to do your homework and THEN go to the dealer you would like to develop a relationship with and give him the opportunity to do his best to match your best deal or at least come close enough to earn your business.

 

Sorry for the long reply but after all it is winter and I can't ride or fish for many weeks to come.

 

[todd haven]

Very well stated, Solo.

Much more tactful than I.

 

All customers are equal.

Some are more equal than others.

[pete roper]

Very well stated, Solo.

Much more tactful than I.

 

All customers are equal.

Some are more equal than others.

78257[/snapback]

 

 

That's why some of them are known as cuntstomers

 

Pete

[todd haven]

Pete,

Have you ever endured that Oriental gentleman by the name

of Sam Ting?

 

 

No matter you do for him, at whatever price, he will be back in a few days.

 

"Machine does Sam Ting"

[pete roper]

Pete,

Have you ever endured that Oriental gentleman by the name

of Sam Ting?

No matter you do for him, at whatever price, he will be back in a few days.

 

"Machine does Sam Ting"

78259[/snapback]

 

 

Yup, he's got a cousin in vietnam called Not Mai Folt

 

pete

[Guest Nogbad]

I am that cuntstomer. In fact, for some items I now have to go quite far afield to where they don't know me.