Another HD Dealer Rant
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Novice
Joined: Apr 2008
Posts: 24
Likes: 0
From: Palm Harbor FL
Another HD Dealer Rant
I just need to tell someone other than my wife what I think of the Harley dealerships in my area. Their customer service sucks out loud. You would think with sales and revenues falling they would at least become more customer friendly. But no they still have the same pissy attitude they always have had. I have spent a huge amount of money on parts over the last year and two of them being very pricey. I will admit that one is an electronic part and it said on the receipt that they didn't allow returns on electronics, but it would take about 6 whole minutes to test this part to determine if it was good or not. I know they are busy, oh wait there was not a single customer in the store, 4 guys standing behind the counter, doing nothing. The other was a handlebar I ordered paid for up front and waited 10 days to get it and when it came I realized immediately that it was the wrong part. They charged me a 10% restocking fee. Come on what the hell. So I go on the HD web site to express my displeasure and guess what, they don't have a friggin customer service email. I hope they survive as a company but also hope they change their attitude. Thanks I feel much better now.
Road Warrior
Joined: Feb 2007
Posts: 1,625
Likes: 349
From: The Biggest Little City, Reno, NV
Some of these dealers need a real attitude adjustment. You could always ask for the manager/owner and talk to them.
I had almost the same thing happen to me a couple of years ago with my dealer. I talked to the salesman who I had bought 2 bikes from earlier, and told him I may have to travel further to another dealer for good service. It has never happened again and I recieve some of the best customer service I ever had now.
Sometimes you just need to complain alittle to get some satisfaction.
I had almost the same thing happen to me a couple of years ago with my dealer. I talked to the salesman who I had bought 2 bikes from earlier, and told him I may have to travel further to another dealer for good service. It has never happened again and I recieve some of the best customer service I ever had now.
Sometimes you just need to complain alittle to get some satisfaction.
Outstanding HDF Member
Joined: Jan 2007
Posts: 3,438
Likes: 3
From: Chesterfield, VA
I just need to tell someone other than my wife what I think of the Harley dealerships in my area. Their customer service sucks out loud. You would think with sales and revenues falling they would at least become more customer friendly. But no they still have the same pissy attitude they always have had. I have spent a huge amount of money on parts over the last year and two of them being very pricey. I will admit that one is an electronic part and it said on the receipt that they didn't allow returns on electronics, but it would take about 6 whole minutes to test this part to determine if it was good or not. I know they are busy, oh wait there was not a single customer in the store, 4 guys standing behind the counter, doing nothing. The other was a handlebar I ordered paid for up front and waited 10 days to get it and when it came I realized immediately that it was the wrong part. They charged me a 10% restocking fee. Come on what the hell. So I go on the HD web site to express my displeasure and guess what, they don't have a friggin customer service email. I hope they survive as a company but also hope they change their attitude. Thanks I feel much better now.
I think it is common practice for most retail businesses to refund the purchase price for something purchased from their stock and returned in unused/sell-able condition.
I don't know of many places who will allow returns of electrical parts, especially electronic plug-ins. While it may look unused, no telling what the item was plugged into, such as a mating item with a short. Lots of folks want to buy electronic/electrical parts to troubleshoot and diagnose an issue through trial and error.
I also understand restocking fee policies for situations where returned items were ordered and were not part of the regular inventory or stock of the retailer. If it was the wrong item due to any fault of the store, they should refund amount paid. If the customer ordered the wrong part or just decided they didn't not want the part, the customer should expect to accept the responsibility by paying a restocking fee.
This certainly is not intended to support many of the lacking customer service issues people have experienced at Harley dealerships.
JMHO
Last edited by jmpancoast; Mar 26, 2009 at 08:33 AM.
Outstanding HDF Member
Joined: Jun 2007
Posts: 2,687
Likes: 6
From: Kalaui Kona HI
I filled out a local dealer online customer survey and was honest about my last service. Well not even an hour later I get a call from the service manager asking me what happened (was defensive). I explained my concerns to him and not once did he offer any bring it back to look at it what so ever. Earlier this week the MOCO sent me a request to fill out a survey on said dealership. Will submit a note saying I have not been back since so they pass.
Road Master
Joined: Mar 2008
Posts: 911
Likes: 3
From: Venice, FL
Was the part number on the handlebar the part number you ordered? If so, your mistake. Electrical parts aren't returnable. period. Regardless of whether or not they "test" good.
[I worked in parts for ten years.]
[I worked in parts for ten years.]
Road Master
Joined: Aug 2008
Posts: 765
Likes: 0
From: Charlotte NC
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Seasoned HDF Member
Joined: Oct 2008
Posts: 7,641
Likes: 4,876
From: Missouri City,TX
For folks that don't have the skills or proper tools to do their own wrenching, a good mechanic is worth their weight in gold...I HATE havin' to take my bike to the dealer for work cuz I know I have a 50/50 chance of them doing the work right the first time.
It sucks...especially payin' $95.00 per hour for labor and their parts are marked up wayyyyyyyyyy too high.
It sucks...especially payin' $95.00 per hour for labor and their parts are marked up wayyyyyyyyyy too high.
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Elite HDF Member
Joined: Aug 2007
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Dude, if they sold you a bad electronic part and wouldn't take it back and it was their mistake and not yours on the handlebars being the wrong part and charged you a restocking fee, I'd be going to the manager or even the owner. If i got no satisfaction there, I'd be filing complaints with whoever is in charge of my state's consumer affairs.
As far as guys standing around doing nothing even with no other customers around, that seems to be fairly typical from what I've seen. It didn't take me long before I was only buying parts and accessories from a dealership either as a last resort or if they were on an extremely good sale - 25% off or more. Now that my warranty is expired, their service departments will never touch my bike again. Last time I was at my dealer, I saw the used bike salesman blow off my friend that was ready to buy a used Road King because he was busy with another customer. He promised to call back and setup a time to deal and instead sold the bike to someone else and never called.
As far as guys standing around doing nothing even with no other customers around, that seems to be fairly typical from what I've seen. It didn't take me long before I was only buying parts and accessories from a dealership either as a last resort or if they were on an extremely good sale - 25% off or more. Now that my warranty is expired, their service departments will never touch my bike again. Last time I was at my dealer, I saw the used bike salesman blow off my friend that was ready to buy a used Road King because he was busy with another customer. He promised to call back and setup a time to deal and instead sold the bike to someone else and never called.
