| Author | Message | ||
     Az_rider |
Today, the latch broke on one of my side cases. Since this is a known issue, I called Buell Customer Service for assistance. The rep told me they do not send replacement parts out, and since my bags are more than one year old, they are no longer covered under warranty. He said I have to buy the latch from the dealer. This was not what I expected from Buell. My dealer is not close and they do not take orders over the phone, and I dont' want to wait 10 days for the parts to come in. Is there another place to order latches from? | ||
| Court |
I used to get involved in things like this but after having a couple of pretty cutting personal remarks bounced off my forehead by the folks at Juneau after I sent folks parts I paid for I got out of the business. Frankly, I'm disappointed in both Buell and your dealer. Both have, for want of the sale of a $5 part, violated one of the basic tenants of customer service. Let me get this right . . . you need to ride a couple hours to your dealer, PROVE it's broken, ride home and then ride back to have it fixed? I'd be willing to bet the number you called was in Milwaukee, not East Troy. What an embarrassment. If you would like to send me your VIN and contact information I'll go to my dealer (I'm only about a half hour away) buy the parts and overnight them to you. My treat. That's the way Erik Buell would do business. Court | ||
| Debueller |
Holy crap Court, you are da man. I'm proud to own a Buell and be associated with BadWeB. | ||
| Electraglider_1997 |
AZ, I find it strange that your dealer won't take a credit card order over the phone. Do they only take pre-65 solid silver coins? | ||
| Jwnsc |
> I'm proud to own a Buell and be associated with BadWeB +1 | ||
| Andrejs2112 |
NO order's over the phone? Nice, real nice. I bet if you wanted to buy some "Motorclothes" they would be glad to. | ||
| Andrejs2112 |
I have a broken bag latch that I'm going to try to get warrantied this Friday. I'm sure it will be out of warranty also. My dealer said they were $20 or so. | ||
| Xbimmer |
I used to get involved in things like this but after having a couple of pretty cutting personal remarks bounced off my forehead by the folks at Juneau after I sent folks parts I paid for I got out of the business. Frankly, I'm disappointed in both Buell and your dealer. Both have, for want of the sale of a $5 part, violated one of the basic tenants of customer service. Words that I never thought I'd see posted by one of BadWeB's go-to guys, who's constantly gone to bat for us... Shame on the factory. These bags have a design problem, I keep hearing about "new and improved" latches but have never seen them. Hepco-Becker designed a crummy latch for an otherwise good case system. I seem to remember some sort of consumer protection law that negates any warranty on manufactured parts that prove to have inherent design flaws. My brother's '87 MBZ 190 2.3 16V has had the exhaust replaced many times and years past warranty because of that, IIRC. When the guys buying XT's start breaking the latches on the factory-equipped standard-equipment Journey Cases, now there's a dilemma. Those who bought them apart from the bike sale get 1 year warranty, the XT guys get 2 years?  | ||
| Az_rider |
Court- My dealer does not have the latch kit in stock. It is not a question of having to prove it's broken, they will not order ANYTHING over the phone. I got the # for Buell from "For the Factory" on BadWeb : Buell Customer Service: 1-414-343-8400. Should I have called another #? But if my bags are out of warranty, then I will have to order them anyway. Thank you very much for your offer. I have been around (mostly lurking) long enough to know how much you have done for Buell riders. But I don't think it is fair to you to spend your time and money to solve this problem. If there is not a Hepco & Becker dealer selling latches online, then I will see if Andy in Appleton has them. Thank you for responding. | ||
| Ft_bstrd |
My dealer, Bumpus HD in Murfreesboro, orders parts for me over the phone WITHOUT A CREDIT CARD. I pay for them when they come in. | ||
| Blake |
"What an embarrassment." The recent litany of embarrassments like this are seriously sapping my enthusiasm for Buell Motorcycles. The online owner's manual for the 1125R still shows the same horribly erroneous engine oil level checking procedure that we've known about for three months now. Some people need to be fired. Organization needs rerooted. Nothing else will solve this kind of embarrassing nonsense. | ||
| Xbimmer |
... and now Blake... | ||
| Prowler |
As a side note, last October, I purchased a set of Buell bags from a dealer in California (off of E-Bay), complete with two broken latches? (why a dealer would not replace them prior to sale, I don't know).When I got them I called two Buell dealers in the Milwaukee area. The dealer I purchased my bike from (in Thiensville, WI) said "No, there is no warranty on those latches, but if you bring in the broken ones, we'll be happy to sell you a new set." Gee, thanks, guys..... So, anyway, I called Hal's in New Berlin, explained the broken latches and the girl in parts said "No problem, I'll order you a set and let you know when they get here. Please bring in the broken ones when the new ones arrive". So I got a set of replacement latches from Hal's at no charge under warranty with no questions asked. (Needless to say, you know where I'll be looking to purchase my next Buell from.) I don't understand why Buell dealers are all so different in the way they handle issues like this. | ||
| Mark_weiss |
That is indeed what the dealer is like. I live only a few miles away from them. They are part of a huge multi-dealership corporation and do not seem to be too worried about keeping a few local folks happy. Mark in Arizona | ||
| Court |
Ross: See if you can take a good photo of the broken latch and send it to me. If you would include your VIN (so I can confirm the year and anything unique to your bike) and I'll see how fast I can get one on the way to you. You called precisely the right number and they followed precisely their procedure. Simple case where everyone did the right thing and it yielded the wrong product. I look at it this way . . . in warranty or out the latches is a known issue. you have placed your trust and confidence in the people at Buell and they well warrant it. Somehow the procedure for dealing with the great big company's hundreds of thousands of motorcycles was deemed okay for Buell to use. That was a flawed pursuit of economy and an unfortunate by-product of a relationship that like a marriage is good but not perfect. Buell is Different in Every Sense . . in fact what a catchy slogan, motto or credo that would be. Buell brings new technology to the business, innovative design and fascinating collaborations of some of the most talented folks you can possibly imagine. Buell should strive to be as innovative and creative in optimizing the ownership experience. There are no bad players or villains in this . . . just a great big megalith running from the monster under the bed and trying to morph square Buell problems into round HD holes. The folks at Buell Customer Service are good, smart and honest folks doing precisely what they are charged with doing. Please don't mistake them as the problem. . . . they REALLY work hard and do the best they can within the constraints they have. I, as an entrepreneur (or trouble maker if you believe the folks in Milwaukee) see it a different way. You bought a Buell for a reason and, intended or not, you became part of a community that's close knit enough that folks celebrate each others victories, mourn losses, pay to save dogs from being put to sleep and will give gear to someone less able to afford it. It is frankly what attracted me to Buell in the 1980's. The lure today is even more powerful if perhaps a bit less visible from time to time. Trust me, Erik Buell has not changed, in principle, word or deed, one bit. He'd likely walk to Arizona to fix your bike if he could. That's pretty standard around East Troy and among folks like Brankin (1313), Dave Gess and I who "get it". My theory goes something like . . . . you bought a Buell for these reasons and there's a damn good chance that, even with some of the current hiccups you'll buy another. I'll bet I can do more to make that a sure bet with a $20 part than all the marketing brochures in the world. It's not the part; it's the fact that someone (and trust me I am not alone) that understands Buell cares. I have been swearing that I was going to stop since 1996. . . . and by gosh I may. But for now my deal with my lovely and understanding wife is that as long as I keep my addiction below what her cousin pays for his golf hobby that helping Buell customers can be my hobby. I've slacked off a bit the last year with school and work but things like this, cheap and easy to fix, warrant swift attention lest the legend of the Elves be diluted. Close you eyes. . . . are they closed? Now think for a moment . . . . how would you have felt if the person on the other end of that phone had instead said yeah dag gum it we knew we'd had a problem with some of the latches. No problem though, we'll have one to your dealer by Friday and I'll fax them the install instructions and see if we can't help them find time to get you in for the 15 minutes it'll take on Friday or Saturday" Now open your eyes. Notice that the skies are blue and you now feel better about Buell? The next time you go to buy a motorcycle no one in the world will be able to feed you enough horsepower, shiny colors or free t-shirts to overcome the memory you have about how Buell treated you when you had a problem. In addition, when that latch gets to your dealer and you go there to have it installed . . . . work with me here oh gnomes of the world of economics . . guess what you are likely to do in that 15-30 minutes you are wandering around the dealership waiting????? BUY SHIT ! I make it a point, nearly every time I go to Liberty Harley-Davidson/Buell to try to buy something . . usually a t-shirt. On a scale of 1 to 10 how bad do you think I need a Buell t-shirt? Following me here? One of the reasons Liberty EXCELS is that they know Buell people will treat them as they are treated. The dealership is honest, competent and trustworthy. Anyway . . . . you get my drift. I am an old construction worker in the twilight of my life . . . don't get me started. Besides next week is Spring Break and the week after is Sex Week so my heart is going to be weak by the time I finish midterms anyway. . . . Send me the stuff, let's get you fixed up and riding. Court (Message edited by court on March 11, 2008) | ||
| Ulywife |
Az_rider - PM sent Court - you're a good man. (Message edited by Ulywife on March 11, 2008) | ||
| Ft_bstrd |
I make it a point, nearly every time I go to Liberty Harley-Davidson/Buell to try to buy something . . I try to do the same as well when I go into any Buell dealer. I don't NEED another Buell T-Shirt, hat, gloves, patch, etc. I buy one just so that they see Buell items being purchased. | ||
| Wbrisett |
wow... Court I have NO idea who you are (I'm a new Uly owner), but wow... what a great post! I've owned all sorts of bikes (Yamaha, Honda, Suzuki, and BMW), in the past, but the truth is it seems that only non-Japanese bike owners seem to have the passion for other owners. Not exactly sure why this is, but your post proves to me that the same passion the BMW guys have is alive and well here in Buell land. Seems that I definitely bought the right bike. Wayne | ||
| Az_rider |
Court- I agree with everything you just wrote. I will send the photo and VIN tonight when I get home from work. THANK YOU! Ross | ||
| Etennuly |
wow... Court I have NO idea who you are (I'm a new Uly owner), but wow... what a great post! Stick around and you will come to know him.(and yes that is a good thing! | ||
| Electraglider_1997 |
Erik has got to get all his folks on the same page. I mean, how is it that they will spend mucho dinero trying to attract new Buell customers with free neck gaitors, demo rides, ect, ect, but then turn around a give a new Bueller like Az_rider the runaround over a bs broken part???? Makes no sense to me. Buell customer service needs to do way more "customer service" and way less "pass the buck". How is it that Court will go the extra freaking mile and the "payed" disembodied voices of customer service won't? | ||
| Midnightrider |
Of course I'm on board with everything that's been said about what Buell should do. But bottom line is until they do, if a small part breaks you can be SOL. I went through the same thing with latches and fans. Many folks have had similar problems with belts. Court is going to take care of you now, like he has taken care of me and so many others in the past. My point? As much as I hate the "buzzwords" thing, be proactive. The latch is cheap. Next time you are at a dealer you want to support, order one. Or two. And maybe a belt. Let your imagination and your bank account be your guide. Might also want to pick up a shift lever, a brake lever, a foot peg, or even a fan. Might be a good way for the thread to go ( or for a new thread) - name your top ten commonly broken parts Just my two cents | ||
| Jwnsc |
Does anyone know if Buell Customer Relations monitors this board? | ||
| Court |
Yes, someone knows. But . . .that having been said . . . POSTING ON THE INTERNET IS NO SUBSTITUTE. Folks seem to have a propensity to post something then sit and wait. My first question is always "what did Buell Customer Service" say? Frequently I find folks have not even called. Be mindful . . . it is THEIR JOB . . . they are paid well to sit at those phones, amongst all those manuals and their ONLY job is to answer the phone when customers call and help them resolve problems. No part of their job involves monitoring the internet and, in fact, 3 folks have lost jobs as a result of internet activity over the years so it's a poor substitute hoping that someone, at the very moment they peek, just happens to see your post and through some divine clairvoyance knows your name, VIN, dealer and the facts. Court | ||
| Irelage |
After my latch broke twice inside of 4 weeks the dealer gladly took the bags back and I am the proud owner of Caribou Luggage. I would never recommend the Buell bags. | ||
| Etennuly |
I bought the bags installed on my bike. I have broken one latch, my dealer got one and installed it under warranty and I only had to leave the one bag for the repair. I leave all three of them on all of the time. I have seen how well they stand up to a crash and they protect the bike and riders legs in the case of a tip over(or two, don't ask). After two years and 25,000 miles they don't leak and still handle being stuffed full, just don't trap anything in the seal or hinge area and push it shut all the way so that the latch doesn't get used as a lever to pull it the last little bit. | ||
| Reepicheep |
F&S Buell in Dayton will order parts for me, no credit card. I pay for them when I get there, and if I ask them for the wrong part, I take my lumps and give or sell it here cheap (like the firebolt throttle cables). I couldn't afford $40 t-shirts... but I did buy a $8000 XB9 from them. I'm guessing they came out ahead not making me make two trips and pre-pay for a $19 throttle cable... | ||
| Mark_weiss |
With my airhead BMWs, as soon as I started carrying a strap that could be used to secure a faulty bag, the latches became 100% reliable. I'm hoping that the same principle will apply with my Uly. Mark in Arizona | ||
| Xbimmer |
... guess what you are likely to do in that 15-30 minutes you are wandering around the dealership waiting????? BUY SHIT ! I try to do the same as well when I go into any Buell dealer. I don't NEED another Buell T-Shirt, hat, gloves, patch, etc. I buy one just so that they see Buell items being purchased. I used to do the same at my purchasing dealer, everybody was all smiles when I plunked down $15K cash for bike and accessories, got the tour, the personnel introductions, etc. They threw in free servicing for the two year warranty period, great deal in my mind since my riding history would indicate I'd be putting 20K+ miles on the bike per year. I spent the next several months buying all sorts of spares and non-pirate apparel just to support my dealer. It soon became evident though that the service dept could'nt give a rat's ass about my Buell. When they finally screwed up my stator/VR failure fix and f'd up my bike in the process I cut'm off. I made a formal complaint to Buell CS and was treated with the utmost customer service. I actually like HD's (the machines) for what they are, but they are not the epitome of the motorcycling experience IMMHO. Suspect wheel bearings and case latches (not even Buell's fault) and whatever do NOT define what IMO is the most advanced and most performing motorcycle to be found on a HD floor. I personally am grateful for whatever events that allowed Erik and Co. to expand and develop through their alliance with HD. I read recently where a HD VP was quoted as saying that HD doesn't sell motorcycles, they sell an image. Maybe Willie G. wouldn't agree with that but I think that's true. Buell sells motorcycles. That are to be ridden. And perform. And not just make noise and shine a lot. Or go well with your new pirate outfit and shaaaps... | ||
| Jlnance |
I'd encourage you to do that. Sounds like you already have the latches, but the next time you need something, try ordering it from Andy.  |
