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 on this forum and others 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 has 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 on 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 *** 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 *** 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?

 

sounds to me like the first dealership is being cool about it and admiting that they f'ed up and that right there speaks volumes in this day and age. i wouldnt have an issue going back to them. just keep an eye out when it comes to warrenty items do as muc hresearch as you can on it and ensure that they are as knowladgeable on the specifics as you are at least.

 

Not sure about you, but I've made a mistake or two in the last 41 years. I say if they treat you right in every other way I'd stick with them. Hell, I'm not sure if my local dealer would have even responded to your email.

 

I can't see any different answer than these.

Someone made a bad call. Not a bad call that blew up your engine or caused an unexpected safety issue that put you in danger, just a bad call on whether something could be warrantied or not.

I applaud you for going back to them and politely explaining your frustration. Feedback like that may help them improve (and by extension help other owners/riders get better service) in the future. And their response would make me feel comfortable giving them another shot. They didn't try to defend themselves, lie, or pass off the blame. They admitted they were wrong, apologized, and said if there was anything they could do at this point to ask. IMO that's the best reasonable response you could've hoped for.

 

They are both good Dealerships with excellent reputations. Yes, I'd go back.

 

This is their business - this is what they do.
Why don't they know what's covered under warranty and what isn't?
If they dropped the ball (their words) on this item, what else is their service department "missing" when you bring your bike in for service?

The first dealer didn't take care of you properly, the second one did.
The second dealer earned your confidence and business, the first one didn't.
Why would you go back to the first dealer?

 

It happens people screw up. They acknowledged that they did. Don't hold a grudge go back. If they screw up again then try somewhere diff.

 

I say...anyone deserves a 2nd chance, but pick the one you want.

 

Because he lives in Greensboro. How many times are you going to cut off your nose and drive 60 miles (round trip) out of your way because a Service Manager misunderstood a warranty policy one time?

 

Heck, after reading all of this I would go to the one that was closest.