Denied vs Honored Warranty Claims
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Seasoned HDF Member
Joined: Sep 2013
Posts: 6,174
Likes: 1,960
From: Great State of Canada
Denied vs Honored Warranty Claims
Apologies if this has been dealt with. I couldn't locate a similar thread.
There is a heck of a lot of "Warranty" chat in various places wherein verbal claims are made with respect to what would and would not make a warranty claim invalid.
Can we hear it from some folks who have actually had a claim denied ?
Can we hear it from some folks who had a claim honored when they thought or had been told it was doubtful ?
I think hearing about actual good/bad warranty experiences and why, might be helpful.
Thanx
There is a heck of a lot of "Warranty" chat in various places wherein verbal claims are made with respect to what would and would not make a warranty claim invalid.
Can we hear it from some folks who have actually had a claim denied ?
Can we hear it from some folks who had a claim honored when they thought or had been told it was doubtful ?
I think hearing about actual good/bad warranty experiences and why, might be helpful.
Thanx
Road Master
Joined: Oct 2012
Posts: 759
Likes: 5
From: Illinois
My Dealer, Chi-Town Harley of Tinley Park, IL, did a warranty repair for me that I thought I would have to pay for out of pocket.
Prior to this even, I had had an indy shop install the new painted inner fairing, along with a couple other mods.
Less than two weeks later, the bike just died after a fuel stop. MTS towed me to my dealer, which was actually only 2 miles away.
The service manager called me 2 days later to advise that the painted inner fairing had been installed incorrectly, it had pinched and rubbed raw several wires inside the fairing causing a short, and had burned up several wires.
They repaired it under warranty, including parts and labor, even though the damage was not caused by a factory dealer mechanic.
They also replaced my battery after 14 months, no questions asked, when it went kaput too.
They also completely disassembled my trans, and re-did it to exact factory specs when it was making some odd noise that some mechanics could hear, others could not. The service manager did hear it, and thus the reassemble.
I am highly pleased with their work, whether under warranty or not.
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Prior to this even, I had had an indy shop install the new painted inner fairing, along with a couple other mods.
Less than two weeks later, the bike just died after a fuel stop. MTS towed me to my dealer, which was actually only 2 miles away.
The service manager called me 2 days later to advise that the painted inner fairing had been installed incorrectly, it had pinched and rubbed raw several wires inside the fairing causing a short, and had burned up several wires.
They repaired it under warranty, including parts and labor, even though the damage was not caused by a factory dealer mechanic.
They also replaced my battery after 14 months, no questions asked, when it went kaput too.
They also completely disassembled my trans, and re-did it to exact factory specs when it was making some odd noise that some mechanics could hear, others could not. The service manager did hear it, and thus the reassemble.
I am highly pleased with their work, whether under warranty or not.
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Outstanding HDF Member
Joined: Sep 2005
Posts: 2,600
Likes: 7
From: Minnesota
First warranty claim was for pealing engine paint on the inner primary. My dealer upgraded it to a chrome one with no up-charge.
Second warranty claim was for an inner primary bearing. I was in Wyoming pulling a trailer, something that could have pointed to a driveline failure. In fact I think I have read that pulling a trailer could result in a denial of a claim.
I pulled into Rocky Mountain HD and they put me at the head of the line because I was a traveler and repaired it under warranty.
Second warranty claim was for an inner primary bearing. I was in Wyoming pulling a trailer, something that could have pointed to a driveline failure. In fact I think I have read that pulling a trailer could result in a denial of a claim.
I pulled into Rocky Mountain HD and they put me at the head of the line because I was a traveler and repaired it under warranty.
My 12 Heritage has been in about a dozen times for warranty work (mostly all electrical) and the belt broke while it was there last week so that is also being covered. It's still at the dealership, I think I can pick it up Saturday now it has a new belt, but they're waiting for a new voltage reg. Harley of Palm Beach have promised to continue to fix my electrics even after the warranty expires in 2 weeks and are also dealing with the Moco since I've had so many problems.
Ultimate HDF Member
Joined: Jan 2011
Posts: 9,850
Likes: 220
From: Sacramento, CA.
My buddies bike was leaking at cases, complete engine tear down to fix issue. Later, trans gear went bad & bearings replaced & rotor/stator replaced, all at the same time.
I had 2 front tire replaced because of sidewall cracks, compensator replaced & seal around radio replaced. My buddy purchased another ESP when his ran out after the first one expired. I'll do the same thing.
I had 2 front tire replaced because of sidewall cracks, compensator replaced & seal around radio replaced. My buddy purchased another ESP when his ran out after the first one expired. I'll do the same thing.
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Thread Starter
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Seasoned HDF Member
Joined: Sep 2013
Posts: 6,174
Likes: 1,960
From: Great State of Canada
Well, my bike is nearly new so I have no warranty experience. The reason for my post here is that on quite a few of the threads I've been reading there are frequent and adamant warnings about the myriad ways and reasons the MoCo will use to squirm out of its warranty obligations. Reading them makes one think buying a HD may have been a mistake never mind buying an extended warranty.
The little bit I do know about business compels me to think the MoCo probably takes its customer care image quite seriously. Frankly, I don't see how marketing a brand as "Premium" at correspondingly premium pricing and then playing "screw you" with warranty claims would work. Aside from lunatic fringe assessments, attributing the blinded mindset of HD customers to the MoCo's success, there is just no way a customer base would stay loyal under circumstances like that.
On a local basis, the HD Dealer here, "Toys for Big Boys", is a second generation family business in our medium sized community and they have a stellar reputation for taking care of customers. Reputations like that are earned. This dealer doesn't turn down warranty issues on a whim. Service and customer attention at "Toys" is 110% in all areas both in my experience and from what I hear from other customers.
I fully expect there are customers out there who are not enamored with their HD warranty dept. The sheer number of bikes and customers out there would dictate there must be some dissatisfaction. Anyhow, as this thread seems to be showing, and as logic would dictate, and as reputations seem to support, HD is taking care of its warranty customers in a way that reflects well on their premium brand.
The little bit I do know about business compels me to think the MoCo probably takes its customer care image quite seriously. Frankly, I don't see how marketing a brand as "Premium" at correspondingly premium pricing and then playing "screw you" with warranty claims would work. Aside from lunatic fringe assessments, attributing the blinded mindset of HD customers to the MoCo's success, there is just no way a customer base would stay loyal under circumstances like that.
On a local basis, the HD Dealer here, "Toys for Big Boys", is a second generation family business in our medium sized community and they have a stellar reputation for taking care of customers. Reputations like that are earned. This dealer doesn't turn down warranty issues on a whim. Service and customer attention at "Toys" is 110% in all areas both in my experience and from what I hear from other customers.
I fully expect there are customers out there who are not enamored with their HD warranty dept. The sheer number of bikes and customers out there would dictate there must be some dissatisfaction. Anyhow, as this thread seems to be showing, and as logic would dictate, and as reputations seem to support, HD is taking care of its warranty customers in a way that reflects well on their premium brand.
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Road Captain
Joined: Aug 2012
Posts: 712
Likes: 49
From: NH - Live Free or Die
Had the front brake switch go bad causing the cruise to not work. Tech asked me who installed my bars. I told him an indy. He said they did the install wrong which is what caused it. Figured I was going to have to pay for it. They did it under warranty with nothing out of my pocket.