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Discussion Starter · #1 ·
Here is the story..........My front rotors were warped, at speeds under 10 mph, if I applied front brake, it was like riding a pogo stick. I took it back to the dealership I bought the bike at. Service dept said that rotor are bad, left at .015, and right at .008. But, that they are a wear item and not covered.

I did my research and know the rotors should be covered. Called a second dealership and they said to bring it in, as long as there is no visible abuse and rotor thickness is still with in spec, they are covered under warranty.

I had the second dealership do the work. When I received the bike back, I emailed the first dealership about my disappointment.

This was the second bike I have purchased from them in 2 years, both times I received a good deal on bikes. Never had any problems with them in the past. With this Ultra I purchased the 7 year extended service plan.

Here is what I emailed sent 2/2/13 and how they responded:

I drop off my 2013 Ultra Limited on 1/14/13 for a vibration in front when the brakes are applied. When called service the next day, I was told they found the front brake rotors were warped and should be replaced. I Was informed that the rotors did not look abused, the left rotor was out of specification, and the right rotor was on edge of being out of specification. I asked if they would be covered by the warranty, bike had just over 6,000 miles, was told no, Harley Davidson of Greensboro would not cover the rotors. Before I brought the bike in service, I search on the internet about this problem and found it's a problem with the touring series bikes, and many have had rotors replaced under warranty.

I called Cox Harley-Davidson in Asheboro, service told me to bring the bike in. As long as the rotor thickness was still in specification and no abuse was visible, it's a warranty replaceable part. I picked the bike up today from Cox Harley Davidson with new rotors installed under warranty.

I'm very disappointed with the service at Harley-Davidson of Greensboro.


The dealerships first response on 2/2/13:

Hello Mr. XXXXXXX,

I am so sorry to hear of your passed incident here at Harley-Davidson of Greensboro. I have spoken to my Service Manager, Paul and he will further be handling your concern. He will be contacting our Rep to better understand this warranty type on Monday. Also Paul will be contacting you after that. Please let me know if there is anything I can do for you before then.

Thank you for your time and for bringing this to our attention, we grow from learned experiences.



Ali Gossett
Customer Experience Specialist



Response from the service manager on 2/15/13:

Good afternoon Mark
Sorry for your bad experience with our Service department. I spoke with our H-D Rep and we definitely dropped the ball.
Only because we were declined a warranty rotor replacement before. However, that is not an excuse Mark. We should have made
100 per cent sure on your warranty repair before we stated it was not covered. Again Mark, I apologize for the inconvenience that we
caused you. If there is anything I can do, please contact me.
Thank you



PAUL D.GALIPEAU
Service Director


Would you give them a second chance, or stick with the second dealership that helped you?
 

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I would.

A lot of other places would have just seen you as a lost customer and blown off the complaint. They are looking to make it better.
 

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Yes, I would but I would only deal with one guy. I find once if have a working relationship that loyalty works both ways.
 

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if a service shops sends that may emails back about the incident, i'll give em another try for future work. if they mess up then, they are DONE!!! especially if i can go somewhere, like you did, and get it done right. kudos to you for sending a message to them. 1 oops can screw over 10 atta-boys. word get out, and that dealership is gonna lose business real quick!
 

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Lickalotapuss
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After some of the crap I have seen from dealers, yes harley dealers...I totally would give them another chance.
 

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I totally would go back there. The dealer I bought 2 bikes from told me ,"Don't let the door hit your ass on the way out" When I questioned about a shit job they did
 

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I wouldn't go back. They screwed up and it cost you time and effort and they haven't done anything to actually make it right, only apologized. It wouldn't have taken much, if he had offered a free oil change or free tire mount for the trouble you went though I would probably forgive them.
 

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I'd be inclined to deal with them again but I'd make sure if you have any problems or concerns that you talk to the service manager Mark. The mechanics don't always understand warranty coverage and sometime it's as simple as talking to the right person.
 

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The cake is a lie
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Yes, especially now that you've found yourself your go-to guy that is looking to satisfy you as a customer.
 

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I've never seen a dealer admit to making a mistake EVER!!! That's amazing. Around here when a dealer fucks up, they blame you (car and motorcycle a like).
 

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Discussion Starter · #14 ·
I just returned home from talking with Paul. He explained again that I fell between the cracks, to me, I felt like he was telling the truth. Paul talked with the owner and they again both said it was an error that would have cost me about $600 for them to do the brake repair. They gave me a $100 gift card and asked to give them a second change.

After talking with them, I will give them the second chance with the 10K service. I have to say, that I feel better after talking to Paul in person.
 

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I'd go back. Rare to find a shop that will admit they screwed up. If they mess up again, though, it would be a different story.
 
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