TLDR; Harley Customer service sucks.

This is a small thing that but it’s dragged on forever and has me really pissed at HD. My 2014 Limited has been a great bike. I have 28k miles on it and those have been almost completely issue free. This is my first Harley but I've been riding since the 60s.

I had a bike trip coming up so I wanted to update the maps at some point. When the 18s came out, I kept checking the NaviExtras site to see when the new maps would come out. They were still selling the MY17 maps.

On Sept 20, I called the "contact us" number on the NaviExtras website. I'm connected with Harley customer service. I told the rep that I was about to buy the maps and wondered when the MY18 maps would be available. I said I'd be pissed if I bought the MY17 and have the MY18 come out the next day. At first she said they'd been on sale for a month (she confused the bikes with the maps) but then said that nothing was coming out soon but at some time the MY18 maps would be out.

Sept 21, I buy the maps. Three days later the MY18 maps come out.

I call customer service back and explain the situation. I don't was a refund or any money back, I just want the MY18 maps. I was asked to send in copies of the invoices and they would deal with it.

Two weeks go by and I send a follow email asking for an update.

Another week goes by. I call back and am told that someone would call me back with the decision. "What decision?!?" "Well Naviextras is a separate company and we have nothing to do with them." "But customer service phone numbers are HD customer service..."

It's a catch-22, you call NaviExtras customer service and get Harley customer service who tell you they can't give you any customer service.

So I get a supervisor. I explain the whole thing again. She’s nice on the phone and asks for my cell phone number. "I’m going to call you right back."

Two more weeks go by. I call back again and get another person and another story. He found the notes from my Sept 20th call - the name of the person I spoke with and that I had called in asking about when the new maps would be available. "We record every phone call. I'm referring this to the Manager Review Process. They can pull the tape and hear exactly what the person said back in September." He said because this was so well documented, there was no reason for the Manager Review Process to take more than a day or two.

A week later, I call back. I ask to speak to the guy I last spoke with. "He's on another call. I will have him call you right back."

5 days later I call back again. I get a guy I spoke with a month ago - he said the guy is on another line again. I explain the whole situation and he said there is no "manager review process" - wtf? He says I have to speak with the previous guy but he's still on the phone. Pissed, I ask how long should I wait before I have to call back again - "We’re busy, I have no idea when he will be able to call you." That's some seriously shitty customer service.

He said if I don't hear from him within a week to call back.

I know this is a relatively minor thing but the level of horrible customer service is unbelievable. I paid a lot of money for this bike and it's been a great bike for me. But this simple, easy issue has drawn out for 3 months and has me seriously questioning Harley's concern about their customers.

I’m not looking for refund - I don’t want a store credit - I simply want what I called about on Sept 20 - the most current maps.

 

I think your beef is completely legit, wish I had an idea on how you could get the situation properly resolved. That is terrible service. Yeesh.

 

Harley is on a down hill slide. They can't even get their updates for the radios right

 

That REALLY SUX!!

 

I completely understand your issue. How did you pay for the maps - if you paid by credit card, have your bank reverse this issue. You can use your e-mail and any other correspondence as proof of the matter.

 

I think I remember talk about old maps being labeled as new and some people dealing with the offshore map company getting their money back.
You're probably wasting time dealing with Harley,,,,,,,I did a search and found threads dealing with "naviextra". I did not re-read the threads to find the people who got the refunds, but I would if I wanted to get my money back.

 

I deal with customer support at companies all day long...you made one mistake...never take them at their word they will call you right back....on your second call you should have demanded to speak with a manager and not let them say they will call you back

 

I don't waste my time with that out of date POS HD maps or Navigation system anymore. Already had a Gramin with lifetime updates that I RAM mount to the bike when taking long trips. Too many wrong turns and mis-direction with the HD system. No Nav system is flawless but the Garmin one is pretty damn close!

 

Yep, that sounds exactly like the kind of company that the MoCo would be in bed with. Birds of a feather...

 

Google Maps and your phone are now so good I stopped using my Garmin. I know a number of riders that don't bother with the HD Nav any more. They are 5 years behind the times.