Orlando HD - Thanks but no thanks
Grand HDF Member
Joined: May 2008
Posts: 4,585
Likes: 673
From: Rolla
Well, guess I'll step in and defend at least on HD Dealer.
A few weeks ago, we had a flat rear tire (first flat I've ever had on a bike).
Since I have a H.O.G. membership, they are who I called first.
Of course we were in a remote area, and it was 9:00 AM on Sunday morning.
The call center I got when I called H.O.G. told me they would arrange for the bike to be picked up and taken to the closest HD Dealer (about 65 miles away).
In their defense, they called me back every 15 minutes with status updates as they were having a hard time finding a service in that area.
At 10:00 AM (when the HD dealer opened), I called them directly.
They immediately assured me they would send someone out to pick me up.
On Sunday, this dealer is open for "limited" business.
No bike sales allowed on Sunday in Missouri. And they don't schedule service on Sundays either, as they use that day to catch up on bikes already in the shop.
The next status update call from H.O.G., I informed them that I had found my own tow and they could stop trying. LOL
About an hour and a half after I called the dealer, a truck and trailer arrived to take us back to the dealership.
Of course, I assumed once there we would have to call someone to come get us and just leave the bike there until they could work it into their schedule.
That wasn't the case! The mechanic that came and got us assured us he would get us back on the road in just an hour or so.
And to top it all off, I had completely forgotten that I had tire and wheel warranty. So, there was absolutely NO charge! Warranty paid for everything, including the tow.
I did get the mechanic over to the side and gave him a nice reward for everything he did that day to get us back on the road.
The dealer? Ozark Harley-Davidson in Lebanon, MO.
A few weeks ago, we had a flat rear tire (first flat I've ever had on a bike).
Since I have a H.O.G. membership, they are who I called first.
Of course we were in a remote area, and it was 9:00 AM on Sunday morning.
The call center I got when I called H.O.G. told me they would arrange for the bike to be picked up and taken to the closest HD Dealer (about 65 miles away).
In their defense, they called me back every 15 minutes with status updates as they were having a hard time finding a service in that area.
At 10:00 AM (when the HD dealer opened), I called them directly.
They immediately assured me they would send someone out to pick me up.
On Sunday, this dealer is open for "limited" business.
No bike sales allowed on Sunday in Missouri. And they don't schedule service on Sundays either, as they use that day to catch up on bikes already in the shop.
The next status update call from H.O.G., I informed them that I had found my own tow and they could stop trying. LOL
About an hour and a half after I called the dealer, a truck and trailer arrived to take us back to the dealership.
Of course, I assumed once there we would have to call someone to come get us and just leave the bike there until they could work it into their schedule.
That wasn't the case! The mechanic that came and got us assured us he would get us back on the road in just an hour or so.
And to top it all off, I had completely forgotten that I had tire and wheel warranty. So, there was absolutely NO charge! Warranty paid for everything, including the tow.
I did get the mechanic over to the side and gave him a nice reward for everything he did that day to get us back on the road.
The dealer? Ozark Harley-Davidson in Lebanon, MO.
Seasoned HDF Member
Joined: Sep 2008
Posts: 14,113
Likes: 11,160
From: San Diego, CA
While I've recently had great service from 3 dealers on my cross-country trip,
sadly, there are too many stories like this about HD dealers..
But hey, with an independent like Cornerstone Cycles.... who the hell needs a dealer in that area....
Kudos to Cornerstone Cycles...!!
Thread Starter
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6th Gear
Joined: Sep 2011
Posts: 10
Likes: 0
From: Melbourne, FL
Not saying all dealers are bad, in this day and age its customer service that sets apart a quality operation from the pack. The HD dealer I used in NJ would have been out to help no questions asked. I'm going to spend my dollars where the customer service is top notch. Like many others, I stop to offer help to any fellow biker on the side of the road.
Intermediate
Joined: Jun 2009
Posts: 32
Likes: 0
From: Saint Cloud Florida
Don't know who you talked to at Orlando but my experience was completely different. I blew out my front wheel bearings while driving past their dealership. I was able limp in to the service department. They were in the process of closing for the night and were b ring in the outside bikes. They stayed late and replaced the bearings. They gave me outstanding service after hours. Your bad experience should be reported to the owner as was my outstanding service.
Cruiser
Joined: Nov 2007
Posts: 212
Likes: 1
From: Florida Space Coast
While I've recently had great service from 3 dealers on my cross-country trip,
sadly, there are too many stories like this about HD dealers..
But hey, with an independent like Cornerstone Cycles.... who the hell needs a dealer in that area....
Kudos to Cornerstone Cycles...!!
sadly, there are too many stories like this about HD dealers..
But hey, with an independent like Cornerstone Cycles.... who the hell needs a dealer in that area....
Kudos to Cornerstone Cycles...!!
Sent him a text to let him know his customer service was appreciated.
I do my own wrenching and purchased a 2012 SG. Just waiting to be let down by the steeler when a warrenty issue arises.
Yesterday I broke down while riding my 2000 Ultra on I-4 about 100 yards from Orlando HD. Called the service dept at 4:48PM to say I'm broke down, believe its the clutch cable can you have someone run one out or get me towed. Was told they don't have a delivery driver on weekend and they are getting ready to close. Told I could call back on Sunday. That's crap customer service in my eyes!!!!!
Conversely, called the indy shop in my home town, Cornerstone Cycles, who said, where are you, then said I'll come get you. This was a 140 mile round trip for the owner, Chris Artura. Not only did Chris come out, when he got there he had stopped to pick up water for me as I had been on the side of the road for a few hours.
Orlando HD you totally missed the boat in securing me as a customer!!!
To Cornerstone Cycles, a hearty thank you!!!
Conversely, called the indy shop in my home town, Cornerstone Cycles, who said, where are you, then said I'll come get you. This was a 140 mile round trip for the owner, Chris Artura. Not only did Chris come out, when he got there he had stopped to pick up water for me as I had been on the side of the road for a few hours.
Orlando HD you totally missed the boat in securing me as a customer!!!
To Cornerstone Cycles, a hearty thank you!!!
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