Does HD really care about their customers?

[Halfnormal]

To start out, this is about a friend and not my personal experience so far. (time will see!)

A good friend purchased his $36,000 HD two years ago. (I paid less for my completely loaded Subaru) He started to have a front end wobble. He purchased his bike from a dealer 175 miles from here for all the right reasons so any issues would take at least a full day to drop off the bike. Yes there is a local dealer but they are hit and miss. More miss than hit! When he purchased the bike, the dealer had installed aftermarket handle bars which was reflected in the sales receipt. HD was never able to find out what was causing the problems after replacing the entire front end bearings, seals and tire. The bike spent more time in the shop than on the road. He called corporate HD and got them involved. Corporate wanted to point fingers at the aftermarket parts which the dealer had installed. With the problem still plaguing the bike, he asked the dealer what he would do for him. The answer was not a thing. Arizona does have a lemon law but it is not easy to get in motion. So my friend went across the street to a BMW shop and traded the bike in on a loaded dual sport. Not sure how they can continue to sell expensive motorcycles when they do not care.

 

[Jack Klarich]

A sad story. In years past when a customer had a problem with a dealer, corporate HD would step up. They would go so far as taking points ( they called them stars) away from the dealers. Once the dealership acquired a set number of stars corporate HD would fine and or up to revoke the license of said dealer.

I had a bad experience with a dealer a few years ago. After getting no where I contacted HD corporate. After they ( HD corporate) made a phone call, the dealer called me and straightened things out. HD corporate followed up with a 50 dollar coupon in the mail

Dealers are franchises, I guess they now figure corporate will back them on their poor decisions.

 

[Mykneesbehurtin]

As many of you know i have had numerous problems with my trike,not once have i called corp because i know that they will give me the same song and dance.I have worked with good dealers to correct my issues but it is very frustrating to pay top dollar for a product and have issues with it then have dealers not back you with the corporation.The MOCO is digging their own grave.

 

[WindyOne]

Many of the dealerships are being bought by car dealerships now. I think that mentality is what changes how we interact with dealers. It is a shame that HD is shooting themselves in the foot as it were. How do you bring in new business when word of mouth is telling it as it is? I am lucky to have a good dealer and I hope he stays that way for my sake.

 

[rhino 2]

If they Harley would just stick to what they know And forget about stupid stuff like street bikes and electric bikes they should be Ok ‘It’s just that they keep on hiring crackerjack CEOs who don’t know motorcycles and what their Repeat customers want ...

 

[ultrafxr]

If they Harley would just stick to what they know And forget about stupid stuff like street bikes and electric bikes they should be Ok ‘It’s just that they keep on hiring crackerjack CEOs who don’t know motorcycles and what their Repeat customers want ...

Well Matt Levatich was a motorcycle guy and a Harley guy for over 20 years when he got the top job. Not really sure what lead him in the direction(s) he took - Live Wire, street bikes, outreach to non-traditional markets, international markets, etc. Perhaps he, his team and the board thought this was the way forward - don't know. H-D is in a really, really tough spot as their 'traditional' market ages out of the sport and newer younger prospective customers often simply cannot afford the product and / or have no interest in the sport. All I know is that as great a time it was to be a Harley dealer in the 80s, 90s, 00s, and maybe even the early teens I'd sure not want to be one now.

 

[Rmitchell55]

Larry

Is that the dealer between Williams and Flagstaff???

 

[Halfnormal]

Larry, Is that the dealer between Williams and Flagstaff???

He purchased the bike at Harley of Scottsdale. The hit and miss shop is in Beaumont, between Flag and Williams.

 

[bikerbillone]

So true the theme of 'poor service dealers', not just isolated to HDs either. Sadly, HDs are high dollar MCs especially getting up in the touring models and EVOs. As someone mentioned, his HD cost more than his Subaru, totally unacceptable, but if you want something bad enough......I could go on and on about service after the sale, but to what end, we all fall in love with our MCs and our Trikes, and it is what it is.

 

[Mykneesbehurtin]

Yes HD trikes are very expensive,but take any touring bike,Indian,Honda ect and add a quality touring trike kit to it and your total will be almost level with a non CVO trike.

 

[Sully]

I agree, HD is taking a turn down hill. Sales are low, service is poor and cost is higher. Two dealers near me have changed owners and the employee base has changed almost 100%.. That right there tells you something is going on with HD. I'm not able to do my own service, so I take it to a third party. Enjoying the ride and hope nothing breaks down.

 

[Halfnormal]

So true the theme of 'poor service dealers', not just isolated to HDs either. Sadly, HDs are high dollar MCs especially getting up in the touring models and EVOs. As someone mentioned, his HD cost more than his Subaru, totally unacceptable, but if you want something bad enough......I could go on and on about service after the sale, but to what end, we all fall in love with our MCs and our Trikes, and it is what it is.

What I find most oxymoronic is that there are manufactures of products that are subpar but they will have great customer service so people keep buying the product. I used to believe in you get what you pay for but now that is not really fact anymore. Snap-on tools cost a fortune but I can buy 3 or 4 tools for the same price at Harbor Freight and get them replaced for free or close to it if I purchase an extended warranty. Home Depot/Lowes also has inexpensive tools that they warranty for life.

My daughter-in-law has a Mercedes that the extended warranty is about to expire. She is looking for another car because the maintenance will be more than her car payments!

 

[MikeyTX]

There are very few dealerships that are family owned anymore. Once that change happens as stated earlier in the thread, things go downhill quickly. It is more than evident here in TX. The Smith family owns almost all the N TX dealerships. From the east side of the state to Ft Worth. Down to Waco, TX. Harley Davidson no longer limits the number of dealerships one owns. It's all about the money. AKA the franchise fees ............