Harley MOCO Customer Service Called
Thread Starter
|
Cruiser
Joined: Nov 2010
Posts: 175
Likes: 0
Harley MOCO Customer Service Called
I got a call from HD customer service last night in response to the letter I sent (see thread: https://www.hdforums.com/forum/touri...ll-me-why.html).
Evidently they wanted to document my concerns. The call was not rushed, the caller really wanted to know what I thought, why, etc. He said that the MOCO takes every credible letter seriously and that they regularly follow the online forums to get a pulse regarding rider's thoughts of their products. And after consideration, it is passed onto engineering for their discussion and possible fixes or changes down the road.
So, they are listening.
JackL
Evidently they wanted to document my concerns. The call was not rushed, the caller really wanted to know what I thought, why, etc. He said that the MOCO takes every credible letter seriously and that they regularly follow the online forums to get a pulse regarding rider's thoughts of their products. And after consideration, it is passed onto engineering for their discussion and possible fixes or changes down the road.
So, they are listening.
JackL
Seasoned HDF Member
Joined: Sep 2009
Posts: 25,310
Likes: 2,446
From: Eastern NE
I'd have to say "Big Brother's watching" because, believe it or not, customer service is an important part of business survival. A lot of the gripes/problems we see from posts are focused on problems at particular dealerships & a few have dealt w/corporate HD. Overall they do have a vested interest in rider experience. Good on you for bringing it to their attn.
Ultimate HDF Member
Joined: Feb 2010
Posts: 8,039
Likes: 1,305
From: Jayhawk Country
It sure seems odd that everything you mentioned in your previous thread Harley seems to have an accessory to fix the issue. Most of these issues you brought up aren't new, like the saddlebag guards for example. All these years using the same saddle bag guard and they still haven't addressed the issue without buying their accessory. The have known for years that oil coolers will help the rider comfort, but they still haven't done anything. Until 2012 with the 103" in all touring bikes, but that doesn't help you. Listening to customer complaints and actually doing something about them are two completely different things.
Road Warrior
Joined: Jun 2009
Posts: 1,943
Likes: 3
From: NYC
super.......
if they review forum content, glad I posted this link in your thread, much to re-engineer
https://www.hdforums.com/forum/tourin...t-repairs.html
if they review forum content, glad I posted this link in your thread, much to re-engineer
https://www.hdforums.com/forum/tourin...t-repairs.html
Ultimate HDF Member
Joined: Feb 2010
Posts: 8,039
Likes: 1,305
From: Jayhawk Country
super.......
if they review forum content, glad I posted this link in your thread, much to re-engineer
https://www.hdforums.com/forum/tourin...t-repairs.html
if they review forum content, glad I posted this link in your thread, much to re-engineer
https://www.hdforums.com/forum/tourin...t-repairs.html
Tourer
Joined: Jul 2011
Posts: 354
Likes: 0
From: Indianapolis, IN
I work in aftermarket for an aerospace engine manufacturer. Let me just say that the business model Harley is using is very similar to ours. Over 50% of our revenue comes from post engine sale service and parts. Now we obviously don't have the accessories that go on motorcycles, but just service parts. Harley has done an incredible job of building this business model. You're not buying just a motorcycle, you're buying into the "HD Club". When I decided to get a big bike I rode several and each had their plusses and minuses. My wife really wanted to be part of the HD club. I totally agree that if all you wanted was performance and to ride then a different brand would suit your needs, and be a lot cheaper. What Harley represents is much more than that. I'm not a "kool-aid" drinker, I just understand what I got into when I bought a Harley, and luckily have enough money to particiapte.
Trending Topics
Road Captain
Joined: Nov 2010
Posts: 552
Likes: 2
From: Florida
HD Forum Stories
The Best of Harley-Davidson for Lifelong Riders
7 Surprising Harley-Davidson Products that Are Not Motorcycles
Verdad Gallardo
8 Best Harley-Davidson Motorcycles Ever
Pouria Savadkouei
10 Worst Harley-Davidson Motorcycles Ever
Pouria Savadkouei
Killer Custom's Jail Break Is The Breakout That Refused to Blend In
Verdad Gallardo
Crazy Bunderbike Build Looks Amazing, But Is It Impossible to Ride?
Verdad Gallardo
Harley-Davidson Reveals Super Cool Cafe Racer Concept
Verdad Gallardo
Engraved Rebellion: Inside Bundnerbike's Glam Rock II
Verdad Gallardo
10 Motorcycles You Should Never Buy
Joe Kucinski
10 Things Harley-Davidson Needs to Fix in 2026
Verdad Gallardo
Tourer
Joined: Sep 2009
Posts: 371
Likes: 1
From: RI
I got a call from HD customer service last night in response to the letter I sent (see thread: https://www.hdforums.com/forum/touri...ll-me-why.html).
Evidently they wanted to document my concerns. The call was not rushed, the caller really wanted to know what I thought, why, etc. He said that the MOCO takes every credible letter seriously and that they regularly follow the online forums to get a pulse regarding rider's thoughts of their products. And after consideration, it is passed onto engineering for their discussion and possible fixes or changes down the road.
So, they are listening.
JackL
Evidently they wanted to document my concerns. The call was not rushed, the caller really wanted to know what I thought, why, etc. He said that the MOCO takes every credible letter seriously and that they regularly follow the online forums to get a pulse regarding rider's thoughts of their products. And after consideration, it is passed onto engineering for their discussion and possible fixes or changes down the road.
So, they are listening.
JackL
Tell them my compensator sounds like a can of marbles at 2k rpms, and the dealer is telling me it is 'normal'. I would like them to cover this engineering flaw under warranty.
