NOW THAT IS A GREAT POST!

 

In September on 2004 I purchased a 2005 HD Heritage Softail Classic from Bob Schultz Motorcycles in St. Charles, MO. This was the second Harley Davidson that I had bought from them. On two occasions, I called the dealer to see if they had a part in stock before I drove over there. Both times I was told, by the person that answered the phone, to call back later. They were to busy to take my call. On other occasions I have found that the parts salesman was more concerned about making a sale, rather than helping me find the right part.
The latest incident took place on 7/28/06. My bike was making a funny noise and spitting smoke, so I took it to Bob Schultz to look at it/ fix it while still under a warranty. It has just over 6000 miles on it. I met with the “service manager”, and told him what it was doing. While he was filling out a service ticket, I asked him how this worked with my warranty. Without saying a word, he got up and walked away, leaving me standing there for over five minutes. When he returned, he turned on my ignition, checked the mileage, and told me that I had no warranty, because I didn’t get my 5000 mile service done. When I told him that I had it done at another dealer, he told me to take it to them. I explained that the reason I took it to another dealer was because he couldn’t get me in for 10 days and the other dealer could do it in 1 day. He said that he didn’t care; they did the 5000 mile service, so they have to fix it. When I reminded him that the warranty said that I could take it to any authorized Harley dealer, he got very angry and rude. He told me that he would look at the bike and it was going to cost me $200 if he found nothing wrong with it. I told him that was fine, and asked “What if it’s a warranty item? Do I still have to pay $200?” He told me that it was not a warranty item, that it was something that the other dealer failed to do. When I asked him how could he know that without even looking at the bike, he got even more angry and shouted at me “Do you want me to look at this thing, or not”
It was at that point that I realized that I would be better off going somewhere else. I no longer trusted this rude and belligerent “service manager”. I told him that I was going to another dealer and he said “Good, get the f_ _ _ _ out of my shop.” Shocked, I asked him what his problem was, and he said “I have a whole file of things that we have done for free for you, and I’m sick of it. I’m giving you nothing for free” The only thing that the dealer has ever done for free was my 1000 mile service. That was included with the sale of the bike. I told him this, and mentioned the thousands of dollars I had spent there on other stuff. He told me that I was an A_ _ H_ _ _, and to never come back. When I was leaving he also said that he hopes I “wreck my bike and break my neck”
When I got home, I called the dealer to complain to the owner. That was when I found out that the rude jerk I had been talking to was the owner.
As I have been telling this story to other bikers in my community, none of them seemed surprised. The question they all ask me is “Why would you go to Bob Schultz? They have the worst reputation in town”. I now understand why. Even though they are only a few miles from my home, I will drive the extra 40 minutes to go to another dealer that is glad to see me.

 

I agree with part of what you r sayin, knowlege is power! If you have NO CLUE about basic maintainance, no clue about tire pressure, or where oil goes you are MUCH more likely to get a$$ slammed by any dealer, car, bike, boat or whatever! Just sign a check and let them fill in the total when they are finished! In some countries you have to be able to perform basic repairs (change tires etc.) before being issued a drivers liscense. The more you know (as a rider) about your machine the less likely you are to be taken advantage of..... And also, I would venture to guess, the better rider you are likely to be too!

 

As a former dealer service manager, one of my biggest beefs was with advisors that wouldn't learn the product. The advisor is the client advocate and the technicians' representative. So many service issues could be handled right on the drive if only the advisor handled the client in a friendly, courteous and knowlegable manner. Unfortunately, what I have experienced in most HD service departments is arrogance and stupidity. It would seem the employees are the ones guilty of adopting a pseudo-biker mentality. HD is marketing a high end product as does Mercedes, Lexus and hoteliers Hyatt Regency and the like. Providing top-notch customer service is expected if you wish to participate in that market segment. As such, there is no room for arrogance and bull ****.

As for the techs, they may be the best in their field, but are only as good as the advisor the represents them. To you shop managers out there, if your techs are insisting on talking to their clients, I'd be looking hard at my advisor performance. They are telling you they aren't cutting it.

 

How dare you call me a typist!!!!!!!............... I'm a pecker

DougJ

 

one or two finger?[sm=confused06.gif] oh, right, now I get it, never mind. [sm=icon_rofl.gif][sm=icon_rofl.gif]me to.

 

Good way to make new friends around here....

The way I see it, as far as learning stuff about my bike, the reason I do it is so I don't get plowed when I do take it to the stealer for service. I know what they're talking about when they're trying to charge me $300 xtra for a thingamabobber when I really don't need it. Educating myself on my ride has nothing to do with the stealer taking forever to service my bike, spraying water in my stereo and frying it or the **** *** attitude they come across with talking down to people just like you are doing here.

Good luck with your job. You're not going to win any popularity contests.

 

It has been interesting reading some of the horror stories here about arrogant and ignorant dealers, it's especially bad when the *** is actually the owner...what a drag. I have seen that in restaurants.
I have been lucky, I bought my first Harley in 97 here in Bend OR. The dealer then also sold Hondas and Yamahas, they have since sold the Harley dealership so it is separate now. However the salesman that sold me my Heritage ten years ago is still there, and still knows my name....great guy.As far as service, I dont know, always done my own, but I have heard no complaints.
I recently bought asporty at the new Harley place, ( Cascade Harley)they have been great. They (several people there) know my name, always say hi when I go in. And have been knowlegable, helpfulland professional whenI am looking for parts or even just information. A few months ago, I traded for an 07 Dynaover in Portland at Latus Harley.....same story, theyhave beengreat to work with ( with the computers and injection, I can't tune then anymoremyself) I can recommend either one of those dealers. Oh and as far as the product reliability, perfect record, I still ride the Heritage; it's ten years old now, ridden it all over the western states....I ride that thing hard and fast, I will cruze that bike all day long 90 to 95mph, and put it up wet. In fact it is sitting outside in the blowing rain right now....it has never failed, never any issues at all, perfect reliability. And that new Dyna is so dam much fun I can hardly stand it! I cant even put it up for winter....I will keep riding even with the *** biting cold, andblowing rain.There are some retarded dealers out there, and some bitchy cry baby customers, it happens in every industry....just human nature....most good, some bad. I guess just reading these stories makes me realize how lucky I have been. As far as thehigher cost of a Harley.....you get what you pay for. So...what's my point....hell I don't know, just rambling on....felt like babbling about something.

 

Damn, my wife told me I was the only one in the world who would put mayo on greens. She gags every time she sees me do it. She says your supposed to use vinegar. Must be a man thing. HAHA!

 

mayo-naise is like deep fryin...you can pretty much do it to anything and its gonna taste real gud.