| Author | Message | ||
     Sleez |
a little back story for those who haven't been following along; i've had a friendly relationship with my local HD/B dealer (20 mi.) for about 4 years or so, through three different locations. all i have bought previously was a few t-shirts and some oil and filters. recently i was in the market for a new Uly, so i called the salesman i normally chat with and ask him to make the best deal he can on an 07 or 08 including hard bags and dlx tank bag, with preference on the 08 Uly (non T). he came back to me a few days later with an 07 he has in stock, equipped with the accessories that i want for $13,350.00 OTD. a price that seemed ok. when i asked how much more for an 08, he paused (asking the owner???) and stated $2,000.00 more. ok that seems a little high to me and everyone i told about it. i decide to call all the northern CA dealers, about 20 in all within 200 miles. a few quoted 08s with the accessories at about $14,350.00 OTD, so only $1000.00 more than my local dealer's 07. but...one dealer to the north had an 08 in stock and all the accessories i wanted and quoted me $13,000.00 OTD. this was the deal for me. i did call my local dealer to let them know before i finalized my deal and he said he couldn't come close on an 08, but would go down to $12,700.00 on the 07. i stated that i would rather have the 08 for $300.00 more. so, i make the deal and go pick up my bike last saturday. (previous conversations happened on thursday) when i got up there, the owner says that my local dealer called him and bitched him out for stealing one of their "best" customers. i just rolled my eyes and proceeded. fast forward to last night; i decided to change my oil at 250 and 500 miles. i take a ride to my local dealer to get a couple filters and some oil. as i am walking out the owner comes up to me and says, "hey, nothing personal, but you aren't to come into my store again!" he then proceeds to tell me how i told him i wanted an XT and that i bought an X to diss him somehow. i try to explain myself and he continues in calling me a liar and making disparaging comments about the Marine Corps! i am almost ready to fight by this point!!! but i calm myself and try to explain my point of view and that i never wanted an XT and would have nothing to gain by saying so. i told him the salesman quoted me $2000.00 more for an 08 and he goes to his desk and runs some numbers and says he would have done the 08 for $13,200.00 OTD, i say, "if that was the case, i would have bought it here!" so...he doesn't want my business because dealers "lose" money on warranty and regular service. and since he didn't get the profit on the sale, he is losing money on me, since i do most of my own regular service anyway. to say the least he really pissed me off. i guess i will have to travel 135 mi each way for warranty service if needed???? | ||
| Darthane |
 ...I'd say they probably can't refuse a valid warranty claim, but even if that were true you probably wouldn't want your bike in their hands after that little episode anyway! Some people... | ||
| New12r |
I would give Buell Customer service a call, Today. | ||
| Supertoon |
What a A__Hole, you showed tremendous restraint! Good on you! Now develop a good relationship with your "new" dealer and spend you money there.... | ||
| Nevrenuf |
sorry to see that sleez. what goes around, comes around. when i told granite i was gonna go ahead and get the xt down at the dealer i've dealt with for the past 7 yrs, the manager was okay with it and just said he really wishes he could have helped me out, but i told him i would let people know what he tried to do for me and find someone who wanted that xt. i still plan on going down there to have service done because we don't have a buell dealer close by and they really seem to want your business. for you, i'd say piss on him, get your parts from people like buellerandy, do what you can yourself since you do anyhow and go to the other dealer if you really have to. | ||
| Buellsrule |
Lee, I have to admit that I think your dealer over reacted but I think it's important to remember the golden rule: "Do unto others as you would have them do unto you". Your dealer has a payroll, inventory and some pretty big other expenses that come due each month. I'll negotiate as hard as anyone but at the end of the day, what matters is was it fair to everyone. This concept of wringing every last dollar out of the deal and cutting the dealer to the bone IMO is not wise. How would you like it if you had something for sale that you needed to sell and priced fairly and everyone who came along simply "low-balled" you? This is what makes it frustrating for dealers. I know that some over pay and we should always get the best deal we can but please put yourself in your dealers shoes. I am not a dealer and have done my fair share of "bone cutting" deals. I am simply thinking about what is right. The dealer gets painted to look like a bad guy when really he's not much different than you or I. What I now do is I don't buy new and save thousands by looking for a late model with the options I want. The temptation to buy new is simply not worth it or wise. You end up paying way too much for something that will be worth way to little, way too soon. Congrats on your new bike. I'm sure you will enjoy it. Give your dealer another chance. Go back in a few weeks and simply say something like this, " Hey, I really appreciate your commitment to Buell and I've enjoyed doing business with you in the past and look forward to doing business with you in the future". You'll be amazed how a little time and some kind words will turn the whole situation around. Ride safe, Frank. | ||
| Sleez |
frank, i appreciate your thoughts. but i wasn't cutting to the bone for a couple hundred dollars, it was $2000.00, equating to a 18.1% increase, not what i was willing to spend. the bottom line is, there was some confusion on their end, and i am being punished. oh well, live and learn. (Message edited by sleez on April 17, 2008) | ||
| Teeps |
New12r Posted on Thursday, April 17, 2008 I would give Buell Customer service a call, Today. Calling Buell CR might make sleeze feel better. Only time will heal the situation. And +1 to what Darthane says. Furthermore: so...he doesn't want my business because dealers "lose" money on warranty and regular service. and since he didn't get the profit on the sale, he is losing money on me, since i do most of my own regular service anyway. The manager is full of it... dealers don't lose money doing service work. Service work is their gravy. Warranty work can be a loser, but only for the mechanic that gets stuck doing it. | ||
| Darthane |
"Service work is their gravy." At $75 an hour to change oil and visually inspect a half-dozen things, I'd have to agree. ...did I mention that there's a 2-hour minimum?  I'm doing just that when I get home today...betcha it takes me less than a half hour, most of which is spent standing there waiting for it to drain completely - and I'm not even a 'professional'! Frank, I can understand where you (and the dealer) are coming from, but that's absolutely no excuse for treating a self-described 'best' (or any) customer like that. The correct response was, "Sorry we couldn't help you out on that...need any accessories for the new wheels?" | ||
| Tsorl76 |
Used to be an old car salesman name of Joe Girard. He was a sales expert/coach and had what he called the "law of 250" If your customer likes you he will tell about 10 people, if you treat him badly he will tell about 250 people. I understand being upset about losing a deal, happens to me sometimes, but when that customer calls me to service the unit I didn't sell him I do it with no questions or heartburn because of the truth of the law of 250. | ||
| Chadhargis |
If you own a business, your #1 priority is to take care of your customers. You can make a profit (quite a nice one) if you establish good relationships with your customers. Yes, there will be those who are always going to go for the cheapest price, but most people know the value of good service and doing business with someone you like. That being said, I bought my bike out of state. I got a great deal. Granted I had to drive 16 hours round trip to get it, but I saved $1000 over buying it locally. Not chump change to me, especially when I had a budget to stick to. So...I buy the bike, and the first thing I have to take it to the shop for is the sidestand recall. So I take it to my local dealer, who had quoted me a price on a new bike a few months earlier. Their service guy treated me very well and I have a good relationship with them. The owner has always been nice to me, and even goes so far as to let me know when they have upcoming events such as the Inside Pass day at Barber. He could have been pissed off that I bought somewhere else, but he's not (or at least he hasn't let me know he is). He's serving my needs. When it comes time to buy another bike, you can bet I'll go to him to cut a deal. I won't let him rip me off, but I don't believe he would anyway. I have no issue with a dealer making money, they are SUPPOSED to make money. It's when they patronize me and lie to me by telling me they are "losing money" on a deal or crap like that when I know damn well they aren't. I'd rather have them say, "Hey, we're making $1500 on this deal". I understand business. I know they have bills to pay and overhead. But for someone to treat you rudely is uncalled for. I'd have told the guy to go F*&K himself and I'd do my level best to spread the world to everyone I know that he was a a$$hole and not to do business with him. The great thing about being the customer is eventually, we win in the end. Rip me off once, and you'll never do it to me again or any of my friends or any of the hundreds of students that go through my motorcycle classes. Treat me right, and I'll send you all the business I can send you. I don't ask for much. Just to be treated kindly when I enter, attended to in a reasonable time period, be served by knowledgeable staff, treated with honesty and integrity, and not raked over the coals when I want to do a deal on something. | ||
| Sleez |
chad; very well said. thanks. | ||
| Naustin |
Wow. What a Jerk! Write him a letter telling him how disappointed you are in his treatment of you, and send a courtsey copy to HD corporate C.S. Make sure you show the address the courtsey copy on the letter the Dealer gets so he knows and make sure it is a very diplomatic letter devoid of anger, but brimming with "dissappointment". You might want to CC: the Better Business Bureau too, and even better, the local Chamber of Commerce, just for good measure.  Again, emphasize your shock and dissappointment at being accosted in such a manner. | ||
| Ratbuell |
I agree with the suggestion to contact Buell CS. They have the proper channels through which to deal with the dealership. I can't imagine treating a customer like that. Even one I don't like. | ||
| Cityxslicker |
Look, I dont get along with everybody. Some say I dont play well with others: but I will always try and get you a fair deal on your bike. Sometimes we win sometimes we dont, but I will always work the the best of my efforts to keep a local rider riding a bike out of our shop. There is tact and then there is courtesy, and I think a bit of both were missing in the exchange above. Its motorcycling damnit, the numbers are what they are. If you cant be civil, have some fun doing this then there are more miserable places awaiting I am sure. ps Congrats on the new bike we expect a full ride and pic report soon. | ||
| Hooper |
Anyone who buys a bike at my dealer gets a lifetime 10% discount on parts and accessories (good thing I also have a Hog), and they often send coupons for service. That kind of thing made a difference to me - I've definitely saved a pretty penny on accessories, new parts after a crash, a frickin' expensive new Arai RX-7, clear riding glasses, etc. That's a good move on the dealer's part - I can't justify hauling 60 miles away to the next closest Buell shop - I knew I wanted to build the relationship as close to home as possible. | ||
| California |
in sales, we train for ever and ever on how to overcome customers objections, but there is one objection there is no solution to. You cannot overcome stupidity. This is clearly a case where his "feelings" got hurt, and now he want to take out his anger on you. What I would do is wait a reasonable period of time, and make an appointment to sit down with the dealer and discuss. All the while you need to remain the calm rational one. Apologize for not being able to do business with him, because you really wanted to, but, saving $$$$ was more than I could pass up. I'd like to continue doing business with you, and I'll give you the first shot, again, the next time I'm in the market for a new bike. Could we not let this one instance come between us, afterall, I've been your customer for a long time. If he can't get his head right, then you know what kind of person he really is, and you don't want to do business with him anywy! just my 2 cents worth | ||
| Davolous |
Heck where I live half the dealers treat you about like that when you tell them you're a Buell rider and not a HD person. Well I guess they just ignore you, rather then going off like an idiot. | ||
| Cupp42 |
Ah, no. The dealer should be the one apologizing in this case. He is the one losing the customer, not the other way around. I don't have go into a business get bitched out then call them to apologize! My wife is the only one that can pull that sh*t on me!  | ||
| Buellerandy |
Screw restraint, if they were going to ban me from a dealership, I'd atleast make my last visit worth my time. ESPECIALLY if they were going to badmouth the Corps. It'd be even better to get him to swing first (Message edited by buellerandy on April 17, 2008) | ||
| Sleez |
i was thinking something along those lines myself andy! i was practicing my recent "dealing with difficult people" class i had to take a couple weeks ago. ten years ago he would have been knocked out, and i would probably still be in jail. i have learned a bit of restraint in the last few years, even though i still tend to not be able to just walk away...i need to confront! i just do it a bit calmer now. thanks everyone for your input, i am hoping to come to an amicable resolution. if not, oh well. | ||
| 08uly |
From what I understand, some HD dealerships make much more money off all the (made in China) crap they sell than they do off the bikes. So they should be happy to keep you coming back for more. Not very smart business to alienate the customer.  | ||
| M_singer |
OMG that your local dealer is an unbelievable ass!!! You gave him every chance to make a competitive deal. What more could he ask for? Like you said this wasn't over nickels and dimes. And to insult the marine Corps! That is just over the top man! I was in a similar situation with a very local dealer and one about 1/2 hr further who both had '06 left overs. Closest dealer couldn't match the further dealers offer and told me that I should go buy the further dealers Uly. I did just that and the closer dealer treats me very well. Both dealers are very professional. Guess I'm lucky. | ||
| M_singer |
good point 08uly. $140 for a made in china tank bag simply has to have some mark up on it. | ||
| Dynasport |
I bought my HD used from an individual after looking at several used bikes at my local dealer. At first I was concerned they would be ticked at me for buying elsewhere and treat me poorly on service and accessories. I have since learned that most of the time the service department has no idea where you bought your bike. Service has a separate entrance and I don't even need to go into the showroom when I go in for service. I always do though. Anyway, my local dealership is big enough that the sales people don't know me from Adam. Amazingly, the service department guy knows me by name and I don't even go in there that often. Bottom line, is that if you need warranty work done, and they have a decent tech, you could probably take your bike there and have the work done without the service department knowing or caring where you bought your bike. And without dealing with the sales department. Of course, after getting treated like that, going back there would be my last option. | ||
| Ahowudoon |
That's a shame. I love my dealer. Every time I go in and the owner is there, he comes up to me to see how the bike and I are doing. He gave me a great price and delivered the bike to my house for free. ALL of my dealings with him have been low pressure and easy - the way buying a bike should be... | ||
| Johnboy777 |
Hang 'im ... hang 'im high! Who's wit me, boys?  . | ||
| Sanjuro |
He sounds like a class A furcking •••••••. | ||
| Buellgrrrl |
That dealer should have his franchise pulled. Instead of retaliating for taking your business elsewhere, he should try to give you good service in the future... Which might persuade you to buy your next Buell from him in a couple years. | ||
| Chris_socal |
WTF!!! Have you or will you be dropping the name of this dealer? It would be nice to know to avoid them at all cost. I rather push my bike down the 101 than support this guy. -Chris |
