1K service issue - advice needed
Thread Starter
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Tourer
Joined: Jul 2015
Posts: 251
Likes: 45
From: Tennessee
1K service issue - advice needed
Hi to all!
My wife and I just purchased a 2013 Heritage Classic on Sunday with only 2000 miles (our first HD). The dealer had just traded it in and did not know if the original selling dealer had performed the 1k service, but assured me that it ‘most likely’ had been done. Since it was Sunday they couldn’t confirm it. I called the original selling dealership this morning and they did NOT do any service on the bike.
I called my salesman this morning and told him what I learned and that we were not very happy. He said that the oil on the engine dipstick was clear, which I observed as well, and that this means the service was done because the ‘break-in’ oil would have been dark etc. The bike only has 2k miles so I’m not sure if that’s true or not. I did not see the tranny or clutch oils either. When he saw I was still unhappy he said he’d talk to the sales manager and get back with me.
What we want is for them to do the full 1k service at their expense, given that they implied it was done and it was our assumption that it was done. IMO, this is a reasonable request, especially since this will go a long way towards goodwill. If they don’t agree to do this I will bring the issue to the GM of the dealership and see if he will support us – I can’t imagine not doing so.
Any feedback is appreciated!
My wife and I just purchased a 2013 Heritage Classic on Sunday with only 2000 miles (our first HD). The dealer had just traded it in and did not know if the original selling dealer had performed the 1k service, but assured me that it ‘most likely’ had been done. Since it was Sunday they couldn’t confirm it. I called the original selling dealership this morning and they did NOT do any service on the bike.
I called my salesman this morning and told him what I learned and that we were not very happy. He said that the oil on the engine dipstick was clear, which I observed as well, and that this means the service was done because the ‘break-in’ oil would have been dark etc. The bike only has 2k miles so I’m not sure if that’s true or not. I did not see the tranny or clutch oils either. When he saw I was still unhappy he said he’d talk to the sales manager and get back with me.
What we want is for them to do the full 1k service at their expense, given that they implied it was done and it was our assumption that it was done. IMO, this is a reasonable request, especially since this will go a long way towards goodwill. If they don’t agree to do this I will bring the issue to the GM of the dealership and see if he will support us – I can’t imagine not doing so.
Any feedback is appreciated!
Last edited by skm348; Jul 14, 2015 at 11:55 AM.
Road Captain
Joined: Sep 2013
Posts: 672
Likes: 99
From: Michigan
1: Never assume
2: For "good will", talk to the right person at the dealership that can make a decision.
3: Original owner may have done the work themselves, or took it to a indy, or took it to a different dealership for the work.
2: For "good will", talk to the right person at the dealership that can make a decision.
3: Original owner may have done the work themselves, or took it to a indy, or took it to a different dealership for the work.
Tourer
Joined: Apr 2015
Posts: 320
Likes: 21
From: Central Iowa
Absolutly hate dealers who feel like they can step on people. the 1k service is a lot more than an oil change and can cost $400+. I would tell the dealer you want to return the bike if they will not perform the service. Tell them you called around to other dealers and you found one that has a similar year bike they are willing to sell you with records that the service is done. Good luck man.
Thread Starter
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Tourer
Joined: Jul 2015
Posts: 251
Likes: 45
From: Tennessee
Thanks everyone -
I realize service may have been done. Just looking for proof. Am I out of line with this simple request?
I agree, I lost my leverage.
I called them back and now sales manager says they did change the oil when they got the bike in on trade - no proof from anyone in service dept though.
Would never think I'd get so much resistance from a dealer over a customer satisfaction issue that probably costs them less than $60 to remedy.
Not a great first experience..
I realize service may have been done. Just looking for proof. Am I out of line with this simple request?
I agree, I lost my leverage.
I called them back and now sales manager says they did change the oil when they got the bike in on trade - no proof from anyone in service dept though.
Would never think I'd get so much resistance from a dealer over a customer satisfaction issue that probably costs them less than $60 to remedy.
Not a great first experience..
Seasoned HDF Member
Joined: Feb 2012
Posts: 13,456
Likes: 10,452
From: Sunshine State
Run it to the next 5K service, get yourself a service manual and change the fluids yourself next time around. HD runs dino fossil based oils except for their CVO models, swap it over to synthetic fluids. If you're not comfortable doing it yourself insist they change it over to full synthetics next time around.
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Road Warrior
Joined: Aug 2014
Posts: 1,898
Likes: 390
From: NJ
if it bugs you just get it done at another dealer or do it yourself and just take it as a lesson. it's not the end of the world to do it late as long as you get it done soon.
in my business car fleet we had one driver completely forget the first service and the van had not gotten it's first oil change until 12k miles we just did the change and the van still runs great.
in my business car fleet we had one driver completely forget the first service and the van had not gotten it's first oil change until 12k miles we just did the change and the van still runs great.
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Thread Starter
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Tourer
Joined: Jul 2015
Posts: 251
Likes: 45
From: Tennessee
Update - all is well. Turns out the previous owner had it done at a non-HD shop. Sales mgr called him to verify. The previous owner also pointed me to the owners manual where he had logged in the date and mileage (1050) that the service was performed.
Sales manager said when I bring it back in for the free detailing and bag-lock kit installation they will re-perform the full inspection for free and fix anything they find out of spec etc.
I am very pleased with his response and the actions he's taking to re-assure me and maintain my confidence.
Thanks to all of you for your advice and support. Now, back to enjoying my ride!
Sales manager said when I bring it back in for the free detailing and bag-lock kit installation they will re-perform the full inspection for free and fix anything they find out of spec etc.
I am very pleased with his response and the actions he's taking to re-assure me and maintain my confidence.
Thanks to all of you for your advice and support. Now, back to enjoying my ride!