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BadWeB - for Buell Motorcycle Enthusiasts » Court in Session » Archive through September 21, 2007 » Realisticaly: How long does it normally take to get parts « Previous Next »

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Tm74
Posted on Friday, July 13, 2007 - 01:23 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

As the title states, what is a realistic waiting period for parts. Obviously, times can vary from part to part but overall what is the "average" wait time. Were talking current models.

I've made 3 orders from 3 different dealers and my minimum arrival time is a few days short of 4 weeks. I'm still waiting for some parts and I'm willing to bet it will be pushing 1 1/2 months before I get the last part.

I've seen people state 2 weeks but when I've inquired on my orders with the dealers they seem to act like it's normal for them to take this long. They've never stated "they usually don't take this long."

I've been getting a little squeamish with my Buell ownership and have thought about selling it. I've also tried to talk myself into buying another bike just in case the Buell is down and waiting for parts.

Am I just having bad luck with my orders? If I were to need a part pronto is it possible to expedite it somehow? Is it possible for a dealer to look up who has a part in stock so I could call that dealer and order it from them?

So far none of the parts I've ordered have been critical. I'm just trying to look ahead and determine what is going to be best for me in the long run.
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Jaimec
Posted on Friday, July 13, 2007 - 02:40 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

A good friend of mine is experiencing the same problem. He kept blowing his main fuse, and the dealer identified it as a faulty fuel pump. That was almost two weeks ago. He's STILL waiting for the part to come in! I think that's ludicrous! His bike is at Nassau County Harley Davidson in Bellmore, NY. Any light you can shed on this situation would be greatly appreciated by all of us.
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Jkhawaii
Posted on Friday, July 13, 2007 - 03:07 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

2 months for a engine cooling fan when I needed to have mine replaced!
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Jkhawaii
Posted on Friday, July 13, 2007 - 03:08 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I think its on the dealer end
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Techmikeny
Posted on Friday, July 13, 2007 - 03:25 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

This is Mike, the friend, Jaimec is speaking about. I've had the same thoughts as far as selling the Uly and getting something else. My dealer also seems to careless if the part gets there in 2 days or next year. I also believe that it is not the problem. The fuse that kept blowing out was the ignition, not quite the main fuse, but still extremely crucial, obviously. The same shop also had it for the month of may for some additional warranty work. They ordered one part, waited a week and a half. Then ordered another part, and waited an additional week and a half or more. WTF.

Any ideas to possibly harass Buell a little bit?

Mike
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Tm74
Posted on Friday, July 13, 2007 - 04:36 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

It's not the dealers unless something is way late and they refuse to help you get if resolved. Or if they just don't place the order in a timely fashion.

My questions are more of Buell getting parts to the dealers when the dealer doesn't have the item in stock.
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Crusty
Posted on Friday, July 13, 2007 - 06:14 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

It's never taken over a week whenever I've had to order parts from my dealer. It sounds to me like your dealer sucks.
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Anonymous
Posted on Friday, July 13, 2007 - 08:19 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

The turn-around time for Buell getting parts out to fill orders after receiving them is really, really fast. The numbers are well over 90% in one day on current parts. No kidding. We log this, track it, and review progress on a continuous improvement basis. We are working on trying to get it better at the dealer end.

Contact Buell Service, or post specifics here any time it seems slow.
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Tm74
Posted on Friday, July 13, 2007 - 09:44 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

Crusty, if my dealer sucks, trust me, you don't want to know which one it is. I wouldn't doubt you've used them before. Maybe it was some sort of communication problem, I don't know. I'm trying not to point fingers.

Anonymous, that's good to hear. Maybe I was just in that 10% where things aren't the norm. I know these things happen. That's why I'm asking.

I'm still waiting on 2 parts that I was told are back ordered. One is a airbox mask. I was told it was backordered until July 16th. The other is a set of bushings for a front muffler bracket. I found out it was shipped from Buell and should be at the dealer soon. I placed the order for both of these items 4 weeks ago as of today(technically it was 5 weeks but the dealer had to call me back because my list was lost).

Thanks for the replies.
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Jkhawaii
Posted on Saturday, July 14, 2007 - 12:16 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

Anonymous, how about waiting two months for a cooling fan to come in? that seems exessive to me! on top of that. the first time I picked up my bike I noticed the dealer actualy forgot to change the fan at all. I had to go back the next day to have them install it.
does buell or Harley have any power to help there dealer network to better serve there customers? lots of people I know would like to buy a buell but because of the dealer are affraid to buy.
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Al_lighton
Posted on Saturday, July 14, 2007 - 02:26 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I order LOTS of OEM Buell parts through my local dealer. Dealer contracts prevent doing it any other way.

My Buell parts come though the same channels that anyone else's would. I probably order more than any non Buell affiliated entity. Overall, the fulfillment rate is excellent. Most parts arrive at the dealer in Southern California from wisconsin within a week. That means that the fulfillment on the other end is happening very fast.

Service manuals are slower, not sure why.

Some parts are on back order at any given time, no different than non-OEM parts from non-HD distribution. It happens. Makes me look bad, but I have no control over it. Buell has their suppliers too, and the same thing happens to them.

My guess is that most of the supply problems can be traced to the dealer level. Buell can't ship it if they haven't received an order for it.

Actually, that isn't entirely true. There is a program called CIM ("Collaborative Inventory Management") that sends parts to the dealer that they didn't actively order, based on their order/part consumption history. It's not totally automatic, but it sure helps me. My supplying dealer often has parts in stock that I haven't ordered yet, just because I've ordered those same parts multiple times before. It works well because I know what parts people need, order them often, and the system notices that and accommodates.

Al
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Court
Posted on Saturday, July 14, 2007 - 06:43 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

This appears to have rared it's head lately and I need to do some checking to resolve what I think is fact with some credibly sourced detailed reports of poor performance.

I'd be interested in hearing facts. What helps is not "my dealer scuks" but "I ordered xxx on _______ and it arrived on _____".

We'll see if there is an area that requires attention.

Buell's performance metric is that all orders leave within 24 hours. I'll be following up on that.

As Al indicated, one lingering bug is the dealer who either "forgets" to order or . . and this used to be the case . . when you ordered something, they wrote in down on a yellow legal pad and didn't PLACE the order until the page was full.

HINT: When you order something ask for estimated delivery time. That info should be available the following day.

Overall Buell appears to have done a stellar job recently.

Manuals are the product of tech pubs but once they are done they should be stocked. Let me see if I can trace that one down.

Court
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Tm74
Posted on Saturday, July 14, 2007 - 11:27 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

Thanks Al and Court. It appears my delays were mostly back ordered items. I was hoping it was just the wrong parts at the wrong time. It's also possible my orders weren't placed in a timely fashion but I don't know without calling the dealers.

BTW Al, I wasn't referring to you as one of the dealers. I did order a airbox cover that was back ordered but it didn't take long to get it. Your service has been excellent.

I know from now on I'm going to be more assertive when I order parts. I didn't know some dealers waited to order parts. I would have guessed they would have placed them the same/next day(parts sooner = money sooner = everyone happy). I'll make sure I know when the parts get ordered and when they are expected to arrive at the dealer. I'll then have facts if I have any future problems.

Thanks again guys, I feel much better about everything and all my questions are answered.
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Chellem
Posted on Saturday, July 14, 2007 - 12:15 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

Not trying to step on anyone else's toes here, and I don't know what others do, but we generally place a stocking order EVERY DAY. Unless something is on backorder, both H-D and Buell stuff comes within 5 business days (obviously a bit longer if there's a weekend involved). IF something is on backorder, we can tell pretty quickly by checking the dealer h-d website. Like Court said, they should know before they even place the order, if you ask.

IF there is a backorder, they give an estimated date of arrival. Please note the ESTIMATED date, not any kind of real date.

If a customer does a "special order", it pops up on the next stocking order, depending on time, that same day, or the next day. And once it's ordered (at least on our system) the backorders are listed.

When a (non-backordered) part is delayed, it's usually because someone here didn't process it properly, or didn't put the purchase request in right, or the tech didn't let parts know what they need, or the service writer, or something. Some sort of internal communications glitchy. It happens. It absolutely happens. But like a few others have said, it's not usually on Buell, it's usually on us. And hopefully, it's rare.

If customers want to check availability on parts, and they know the part number, feel free to contact me. If we don't have it, we can also check to see if anyone else does.

(If you don't know the part number, it may take a little teeny bit longer, as parts is not my specialty.)

HTH
->chelle
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Court
Posted on Saturday, July 14, 2007 - 12:54 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)


quote:

Like Court said, they should know before they even place the order, if you ask.

IF there is a backorder, they give an estimated date of arrival. Please note the ESTIMATED date, not any kind of real date.




I pretty well nailed it in Battle2Win in 1997 . . . "the good dealers are great, the bad ones suck". Michelle and Team are up and the plate doing all the right things!

If there is something that pops up in each and every one of these discussions it's COUMMUNICATION.

If you need to go back and read the stuff I wrote about talking to your dealer. Be polite, courteous and respective. These people are in the business of trading "value" (parts and service) for you $$$ . . . it's a cool deal and nearly all the dealers I've ever met REALLY want their customers happy.

Pissed off and surly customers don't spend as freely.

Treat your dealer with the courtesy you would expect and want to be treated and see how your experience changes.

Just some thoughts. . .

Don't get me started on Al!

: )

Court
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Froggy
Posted on Saturday, July 14, 2007 - 08:37 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

At Danbury HD/Buell, most of the stuff i order is a 2-5 days. I just got the 07 seat for my bike, waited 7 days including sunday for it. The longest thing i waited for was a left footpeg for my bike, it took over a month.
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Toona
Posted on Sunday, July 15, 2007 - 09:50 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I'll speak up for the sponsors here at the BadWeb, while I haven't ordered from all of them, I do try to spread my Buell parts/accessory money around. I have never been delayed by any of our sponsors and even had Daves give me a lead to another local Buell shop that had the part I needed when he didn't.

To quote the header at the discussion homepage:
"Please support our sponsors! Support for our sponsors is support for your BadWeB!
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Jkhawaii
Posted on Monday, July 16, 2007 - 01:40 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

My dealer's service department blames HD/Buell.
they tell me that when they order parts from HD/Buell they are not given a ETA, meaning it could be a day it could be 4 months.
I think its what court said. they dont order anything untill they have a large order to place and that could take some time
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Court
Posted on Monday, July 16, 2007 - 06:11 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

>>>they tell me that when they order parts from HD/Buell they are not given a ETA, meaning it could be a day it could be 4 months.


The next time he tells you that, please contact me so that I can arrange a phone conference between this fellow and the people at Buell.

He needs to be smarter.
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Reepicheep
Posted on Monday, July 16, 2007 - 10:15 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

LOL. This is a *verbatim* quote from Buell CS in the tuber days when I was getting a similar runaround from a Cincinnati dealer...


quote:

(chuckling) That's not a problem, that's a cry for help.




I called them, explained the problem, he called the dealer while I was on hold, and 15 minutes later a month of confusion was completely cleared up.
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Court
Posted on Monday, July 16, 2007 - 10:48 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

By the way . . . while we are on this topic I would be very interested in hearing folks experience with BUELL CUSTOMER SERVICE.

Specifically:

1) How long did it take from the time you dialed until the time you spoke to the right person?

2) How many people did you talk to before getting to the person who could provide the information?

I am hearing reports of 20-30 "on hold" times and am seeking to see if this is embellishment or fact.
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Ulywife
Posted on Monday, July 16, 2007 - 10:55 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

"the good dealers are great, the bad ones suck"

Along with a reasonable delivery time, what parts can we expect a dealer to stock? I called eight dealers before I found a clutch cable for a Uly, and they only had one. There are some parts that can't cost too much to stock that IMO a good dealer should stock....foot pegs, clutch cable, clutch levers, brake levers, shift linkage, belt. I'm not asking them to keep a dozen of each one, just stock one or two so that bikes are not sitting waiting on what should be stock parts. Is this really asking too much?

After this experience, I'm thinking about ordering some of these parts to have on hand here at home. Crazy, maybe....but seems like its the only choice we have right now.
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Court
Posted on Monday, July 16, 2007 - 11:06 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

At one time there was a "suggested" P&A stocking spreadsheet. It had 3 levels, based on prior years sales.

I recall, when we did it, that I was surprised by how little it would cost to gather the entire list.

When you look at "velocity" (number of turns per year) the most common Buell parts generally cost less than $1.00, these are screws, fasteners, etc.

I'm not sure if there is such a list now. But, if I were buying a Buell I think one of the questions I'd ask the dealer was "what is the total value of your current Buell parts inventory?" (that is an easy answer) and I'd have a list of 10 parts and a "have" and "don't have" checklist.

It's time for dealers to come on up where Buell is.

It only seems fair. Why would a dealership like Hal's or Liberty spend thousands to stock parts and then be undersold by a dealer selling "cheap" Buells?
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Reepicheep
Posted on Monday, July 16, 2007 - 12:49 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

Court... I called about 6 months back and did indeed spend 30+ minutes on hold before getting to somebody other then a "how may I direct your call" person.

I had a headset and was doing other work anyway, so it was not a big deal, but it looked bad.

Once I got the right person on the phone though, it went quickly and was handled really well.
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Naustin
Posted on Monday, July 16, 2007 - 04:37 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I only called Buell CS once. I don't rememember being on hold at all, and I'm pretty sure the first person who answered the phone was able to help me. (Maybe there was a "how may I direct your call" person before that - It was a year ago and if there was I don't remember.) This was just after I bought my bike when I was having all sorts of issues. The CS person suggested that it sounded like a lean surge - which is also the conclusion I was getting from BWB, and could only suggest I continue to work with the dealer since the bike was out of warranty. While I was on the phone, she was very nice to run my VIN and make sure all the recalls were done. It was nice that she took the time to do that and to listen to my problem, even though I bought the bike used and it was out of warranty. I appreciated it.

Nick

(Message edited by naustin on July 16, 2007)
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Al_lighton
Posted on Tuesday, July 17, 2007 - 01:54 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

My experience was like Bill's on a recent call. I was on hold for a very long time. But the person that I eventually talked to was helpful.

Wasn't like the old days when you had a pretty good idea who you were going to talk to.

Al
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Daves
Posted on Tuesday, July 17, 2007 - 07:35 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I called Buell of Appleton and they had everything I needed for my 2003 XB9R
shipped same day
I should have everything tomorrow
They still ROCK!

In contrast, the dealer I bought the bike from had nothing I needed in stock.

I REALLY wish Appleton would've had a bike for me. I would have been willing to travel 600 miles round trip to get it from them instead.
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Techmikeny
Posted on Tuesday, July 17, 2007 - 10:25 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)

I called Buell customer service today to see if they could shed any light on the delayed fuel pump. It turns out the fuel pump was on back order and shipped today. Hopefully it fixes the problem and there aren't any other electrical shorts and if UPS does well, the dealer should have the part by no later than Friday and I might be on the road this weekend... knock wood.

Buell CS rep also asked for my VIN number, some contact info and looked up the part number since I didn't have the parts book with me. After 1 to 2 minutes on hold, she returned with the results.

What's odd is the dealer/service manager never mentioned that the part was back ordered. hmmm....

Mike
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