| Author | Message | ||
     Nutsnbolt |
Court, how do I get ahold of Buell Customer Service. My dealership is jerkin me around off something that was their mistake. They forgot to tighten up some bolts and consequently my bike was covered in oil. Needing my brakes replace, rotor at least cleaned if not turned (rear) and my BRAND NEW RACE KIT EXHAUST was destroyed cosmetically. They have another pipe and they are jerking me around. They have a new Service Manager who was JUST hired who is backing out on all the things that were told to me by other people that they will do. Basically they are cleaning the pipe, which would be fine except he says that they can't get it all off. Well, if you have another one, put that one on, right? Besides that, they're givin me greif over my having different brake pads then what they have. Reluctantly, they ordered them. They have had my bike 8 days and I have got ZERO calls about what's going on. I have had to call them twice to find out. The first time they said that they will have to order some brakes, 10 min. later I got a call to find out what kind they were. Said it would be done in 2 days. That was 5 days ago. Called today, and now it's like they're trying to go on the cheap and just do what they can to get by and try to intimidate me into saying okay. Im pissed. However, Im not yelling at the dealership, Im trying to stay cool. But, I need to call Buell Cust. Service, I think. Seems that they should know about what is happening at this dealership and if there is anything they can do about it. I don't know where else to turn. Thanks Mark | ||
| Court |
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| Nutsnbolt |
Thanks Court. I'll keep ya posted. Mark | ||
| Court |
If I could offer a suggestion, I'd ask you to read THIS before calling. Think carefully about where you are, where you want to be and think in terms of what your expectations are. Get all the information together. As an example, as much as I would have liked to jump in and help you, from reading the above I have no idea where you are, what model the bike is, what year, who to contact or what the real problems that Buell can address are. Buell, as an example, can do nothing about the dealer not calling you with daily updates. So . . .if you metric of success is to make Buell issue a grand communique to all dealers in the world directing that they call customers with daily updates. . . well, you see what I mean. Decide what the problem is, what the solution is and what Buell can do to help. The key, at least to me, is to have the call result in solutions not heightened frustration. The good news I have for you is that I recently spent time with the folks in Buell Customer Service reviewing procedures, means, methods and metrics and I was really impressed. They're led by an avid Buell enthusiast and Land Speed Racer, have some great resources and are doing a pretty good job of rapidly providing innovative solutions. In Stephen Covey's words . . "think with the end in mind" . . keep focused on the problem and solving it, not asking Buell to give the dealer a spanking. I'll be eager to hear how things work out for you. Court |
