Lemon Experiences?
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Cruiser
Joined: Oct 2012
Posts: 105
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From: PNW
Lemon Experiences?
We bought a lemon Ultra Classic Limited , problems have far exceeded what is necessary to get relief under Washington state's Lemon Law but factory rep has turned an unfortunate situation into a real nightmare by trying to turn it into a sales opportunity rather than back the defective product and do what is right. Anyone have any experience getting any real customer service out of HD? Little doubt that HD is going to be buying this bike back under the law but given the total lack of anything resembling customer service, having serious reservations about replacing this bike with another HD.
Seasoned HDF Member
Joined: Apr 2008
Posts: 23,053
Likes: 12,327
From: Arkansas
From what I've been reading here and experiences some of my friends have had over the last couple of years I don't think I'd be buying a new one. Not unless I was willing to have to fight tooth and nail to get **** fixed.
My neighbor has an Ultra (I think it's an 09 or a 10) and complained for over two years to our local dealer about the jiffy stand being too short. He even found a service bulletin on it online and when he mentioned that to the dealer they told him he waited to long an they wouldn't fix it. Told him he needed to buy a center stand.
After several calls to the MOCO he finally talked to someone that was sympathetic and they fixed it last week.
Just don't seem like they are willing to back their products anymore. I can't speak from personal experience because I've never had a problem with any Harley I've ever owned that cropped up while it was still under warranty.
My neighbor has an Ultra (I think it's an 09 or a 10) and complained for over two years to our local dealer about the jiffy stand being too short. He even found a service bulletin on it online and when he mentioned that to the dealer they told him he waited to long an they wouldn't fix it. Told him he needed to buy a center stand.
After several calls to the MOCO he finally talked to someone that was sympathetic and they fixed it last week.
Just don't seem like they are willing to back their products anymore. I can't speak from personal experience because I've never had a problem with any Harley I've ever owned that cropped up while it was still under warranty.
Seasoned HDF Member
Joined: Feb 2010
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From: Green Country
Not sure how the outcome will be yet, but my '11 Heritage has been at the dealership for a month tomorrow. In Oklahoma, a claim using the Lemon Law had to be exercised within a year from date of delivery or before the warranty period expires whichever is sooner; bike is well over a year old so I'm screwed there.
What I can say is the service department has been working on it since day one trying to resolve the problem, and have been updating me on a regular basis. I've asked the MOCO for assistance; they stated that the cause of the problem has to be determined before they're able to see if they can help me.
What I can say is the service department has been working on it since day one trying to resolve the problem, and have been updating me on a regular basis. I've asked the MOCO for assistance; they stated that the cause of the problem has to be determined before they're able to see if they can help me.
Road Warrior
Joined: May 2009
Posts: 1,945
Likes: 4
From: Victoria, Australia
We bought a lemon Ultra Classic Limited , problems have far exceeded what is necessary to get relief under Washington state's Lemon Law but factory rep has turned an unfortunate situation into a real nightmare by trying to turn it into a sales opportunity rather than back the defective product and do what is right. Anyone have any experience getting any real customer service out of HD? Little doubt that HD is going to be buying this bike back under the law but given the total lack of anything resembling customer service, having serious reservations about replacing this bike with another HD.
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Cruiser
Joined: Oct 2012
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From: PNW
We're beginning to suspect that zero customer service may be part of HD corporate culture. Sound HD, the local dealer, has been great and has found defects in virtually all components of the motor causing half the powerplant to have been replaced (cylinders, pistons, rockers, lifters, heads), but the problem remains and it's been parked for weeks now as something in the primary or trans. sounds like it's going to come apart at some point and we don't want to be clipping along at 65 when that happens.
Seasoned HDF Member
Joined: Jun 2009
Posts: 10,366
Likes: 406
From: Connecticut
I'm a Victory Dealer and I approve this message.
We're beginning to suspect that zero customer service may be part of HD corporate culture. Sound HD, the local dealer, has been great and has found defects in virtually all components of the motor causing half the powerplant to have been replaced (cylinders, pistons, rockers, lifters, heads), but the problem remains and it's been parked for weeks now as something in the primary or trans. sounds like it's going to come apart at some point and we don't want to be clipping along at 65 when that happens.
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Cruiser
Joined: Oct 2012
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From: PNW
We consulted a lawyer initially who specialized lemon-law cases and were basically told that our case was such a slam-dunk that his services were likely not needed but now that we've had a taste HD's customer service, an attorney is now on-board.
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Joined: Dec 2010
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From: Temecula, CA
Will be interesting to see how this turns out. Keep us posted.
Fortunately for me my 2011 FXDWG has been pretty solid in the almost 2 years and 34K miles I've had it. I'd have no problem buying another new HD between the good sales experiance at the dealer I've got it from and the service work I have had done to it at the dealer (1 tire and repairing a hole in the primary that I got coming back from AZ)
Fortunately for me my 2011 FXDWG has been pretty solid in the almost 2 years and 34K miles I've had it. I'd have no problem buying another new HD between the good sales experiance at the dealer I've got it from and the service work I have had done to it at the dealer (1 tire and repairing a hole in the primary that I got coming back from AZ)
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From: Western MD