What started as 1000 mile tune-up has turned into two weeks of down time. I took my bike (2007 Wide Glide, still under warranty) to the dealer for it's 1000 mile service (several hundred miles late) and asked them to check the "clunk" I was hearing when hitting the front brake when parking in my garage. We both assumed the bearing needed adjusting/tightening. Well to my surprise, the service manager called and said he had to order a new part for the bike, as the clunking I heard was due to a crack in the lower tree. I said OK, glad they found it, and assumed I'd have the bike in couple of days. Bad assumption!

It turns out the dealer had to order the replacement part. They said harley would ship the part next day air. Sounds good to me. But after several two days of not receiving a call, I check withthe service manager. He says "if the part is not received today, I'll call Milwaukee." Great, he is really chasing this down for me.

Next day I get a call from the service manager. Soory, but the part is not available. Not in stock anywhere in the country, Harley doesn't have any, and the manufacturer no longer is making them. Now I get upset. I say "then i need a new bike from Harley". the service manager agrees, but that is not up to him He gives me the number for Customer Service in Milwaukee to raise the issue with them.

Next day I call HD Customer Service in Milwaukee. First i get an operator who gives me case number. Says a rep will call me back. Happliy, I do get a call from a rep about an hour later. He tells me to hav ethe Service Manager call Milwaukee. I told him the Service guy already did, and it found found out there aren't any lower trees anywhere in the country. "oh" is what he says. Then he starts looking on his "system" and says "oh, this is not good". Says there are 25 backorders for the part, and none in inventory. Asked him when is he going to give me a new bike or a loaner bike, since this non-existant lower tree is not available and my bike is under factory warranty? "Let me get back to you" is what he says.

Milwaukee Customer Service comes back in about an hour and says the part is being made in York, and should be shipped in a week. The dealer should have it by the end of next week. So now, at best, I can get my bike back after 2 weeks.

While the response has been professional, I am extremely disappointed. First, how did this part break? After 1600 miles and no accidents, crashes or other stresses, how did this important part crack? Secondly, how can Harley not maintain an inventory of parts. Apparently this problem is larger than just me, as at least 25 other riders have the same problem. And finally, no offer of any compensation in the way of a loaner bike, demo bike or other ride of any kind.

Has anyone experienced a similar problem in not getting their bike repaired timely, due to manufacturer problems? Has anyone ever been offered a loaner bike, or demo bike, while their bike is under repair?

Robb

 

Maybe it cracked because of cost cutting measures? Im losing lots of confidence in HD.

 

I had to bring mine in a week ago to have the lower triple tree changed under warranty.
It was do to it oxidizing and loosing its shine .
They order the part from HD under warranty and it took abought 2 weeks to come in.
I didnt really push them because the bike was still ridable .
After I got to the dealers for my appointment they came up with excuses of one mechanic called in sick , one had court duty , and one had to leave in an hour..HHMMM,,,,,
I just stood there and said why on earth didnt you call me and change the appointment instead of screwing my single day off up ?
I said give me a loaner and I,ll come back tommorow for mine ?
They said wish we could and all of the sudden they had a slot for mine in 5 minutes ,
Mine is a 2007 LOW RIDER with 1200 miles on it when it was noticed .
When they said 2 hrs and it took 5 hours and when they were done my upper tripple tree had deep plier marks on i t.
Went back the next day very pissed and they reordered it again ,
Its been abought 11 days now and no call yet ?
Wonder whos eating the labor for this one .....

 

Its all about money..they couldn't give two ****s. The only way they are going to get the message is if thier Tshirt sales go down.

 

Was this crack real noticable? I need to check mine over real well.

 

This is so why I buy USED bikes.

I don't have to deal with the dealer crap.

 

How the hell does a lower triple tree crack, and where!? ....Come on Harley!...Jeez

 

+1

Where was the crack? Mine clunks sometimes.

 

I bought a used 07 wideglide with 1100 miles on it in June. A month later I took it to the dealer for the front end clunk, after trying everything else the moco told them to pull the forks and check the oil level, while they had the forks off I had chrome lowers installed. When they reinstalled the forks the lower tree snapped on one side about a half inch from the bolt. After missing three weeks of riding waiting on a new tree I was informed that it would be the first week of september at the earliest for getting a replacement tree, I said I wasn't gonna wait that long to ride so asked about tradin bike in. They gave me the original purchase price back towards an 09 SG. A week after trading the service manager said moco had authorized him gettin a set of aftermarket trees for my bike, I said do what you want it belongs to the shop now.

 

HD front ends are made by Showa in Japan and they have been for a long long time.....