| Author | Message | ||
     Austinuu |
So far my telephone conversation with the service department does'nt appear to be going great. 2005 12R (13 months left on original) warranty with a broken transmission housing. Service guy say's they can't find one in Texas, so he's going to have to order one. According to him that could take a week or 2. I tell him thats really not going to work for me as the bike is my transportation (not sure how im getting home tonight 50 mile commute each way) and ask if he has used the Buell S.P.O.C. he's never heard of anything like that. But he did offer to let me pay for 2-3 shipping if they find one. Something seems wrong. Any advice on what steps to take when they call me back with a parts delivery time line? Thanks for your help, Austin Walker 512-203-9607 | ||
| Mikej |
http://www.badweatherbikers.com/buell/messages/6/6 .html " Buell Customer Service: 1-414-343-8400 " You call, then ask them to call the dealer, then give the number to the dealer and have them call. The person you spoke with might not be aware of what options they have, but someone at that dealership does. Be nice, be courteous, be professional, be persistent, be insistent, be direct without being rude, be to the point without being abrupt, be willing to be flexible while they learn about what they should already know, be willing to lead them if they fail, don't be surprised if things magically happen and they ask you "how'd you do that". They might have a loaner or demo bike available if you speak to the proper person, or might be willing to loan you a used bike from their inventory. Court will probably be along shortly, he's probably on the phone already. | ||
| Austinuu |
Thanks for the reply. I just got back off the phone and all the service deptment can tell me is they will get the part ordered but they didnt't seem to know when it would be ordered. So it seems that my best course of action will be to call myself and see how it goes from there. (Called the other dealer in town and they said it would be next friday at the soonest to get the part, does that sound right?) Thanks again. Austin (Message edited by austinuu on September 05, 2007) | ||
| Austinuu |
30 minutes on hold and I got to talk to a live person to leave a number to get called back on. Got a reference number as well. Is it reasonable for me to expect the part quickly? Just wondering what I should expect when I get to talk to a Rep. (update- just talked to Anne with C.S. they have 27 units in the warehouse but the dealer has to want the part there quick in order for it to get there quickly...she's giving them a call now) I'm hoping for the best. Austin (Message edited by austinuu on September 05, 2007) | ||
| Austinuu |
Part will be ordered tomorrow heading my way 2-day shipping. Big thanks to Anne with Customer Service. Now if the dealer could make those calls on their own with no outside prodding. Austin | ||
| Buellerthanyou |
Hey Austin, Next time you need something, please call me. Ask for Jay at Central Texas H-D/Buell. I'm always in the back so you have to ask for me specifically. I'll get the parts you need as soon as humanly possible. Also, look for a nice surprise at this location when we move the main dealership to the new location (around the beginning of next year)! HellBuelly J P.S. Come hang out with us on Thursday nights at Opal Divine's on South Congress. | ||
| Court |
Please maintain your log of the chronology of events here. Note the date of receipt. I suspect changes are in the works and this thread is being closely monitored.  | ||
| Austinuu |
J, On three occasions I have used Central Texas Harley Davidson to get parts that Cowboy H-D has told me could not be located and would wait to ship out. All three times you have had the parts in inventory (I still doen't understand why they don't call over just to check if ya'll have it, I shouldn't have to locate close parts for them IMO.) Just out of curiosity whats the cost difference on a dealership getting a part 2-day as opposed to the (what seems to always be a 2 week) standard ship time? One would think that it would be to a dealers advantage to get a customer back on their bike asap. Unfortunatly your shop is on the wrong side of town for me. Both shops are the same distance from Bastrop, but Cowboy is 6 miles from work. Now if you had a loaner bike I could commute on while I waited.... Austin | ||
| Buellerthanyou |
Austin, Sorry, our Service department doesn't have a loaner bike program. Maybe if I get to know you well enough, I'll lend you my personal ride.  Glad we could be of service on those three occasions when Cowboy didn't have the parts. If it happens again, I'd just ask 'em to call us to check; they won't refuse to your face. There is a method on H-DNet to look up parts that other dealers (supposedly) have in inventory, but you have to be on H-D's Talon inventory program for it to work and we use a program called Lightspeed. Cowboy is on Talon, but they won't update to H-DNet, so we have to call them to see if they have someting a customer needs. I'm trying to stay stocked on common Buell replacement parts and popular accessories. We should also have some more t-shirts and pins coming in soon. As for 2-day shipping cost, I believe the counter guys usually charge $5.00 for that (since we have to pay for Next Day Air shipping) and if you place your order before 12:00 noon (and your part is in stock at the warehouse in Wisconsin), we'll have it next day  (unless BAX decides not to deliver that day...but then you get your $5.00 back!). (Could I use any more parentheses?)(I don't think so...)  Anyway, you should still come hang out with us at Opal's on Thursday nights. We'll tell you about also the weekend ride coming up at the end of this month...  HellBuelly J | ||
| Austinuu |
Somewhat discouraging visit to the service department today. I decided to drop by after work today and see how things were progressing. Service guy #1 asks if I'm there to pick up the bike. I shake my head and say "I wish!". Service guy #2 laughs a little and says "Oh that bikes not going to be ready anytime soon". So I ask if the parts got ordered. he says yes. So then I ask what apparently must be the hard question. "So when are the parts supposed to arrive?" "Oh we don't know that, it's just wait and see time" "So you don't have any way of finding out when, so I can plan my transportation out" "Nope, we just get them ordered and they get here when they do" Seems strange since everything I've bought in the last eight years has been about 3 clicks away from knowing with in about +/-45 minutes of arrival time. I figure I talked to the wrong person (haven't seen any of my normal service folks these last two trips, and my Buell mechanic has quit working there).  These are the people I'm going to by my 1125 from??? Just feeling bummed out.. Austin | ||
| No_rice |
well i would think a trip to the wrong side of town to have someone that seems to care how you get treated is better than going someplace they dont and waiting on them to get around to things when they feel like it, but that is just my opinion i guess | ||
| Austinuu |
Just got off the phone with the service department. "part should be in sometime this week". Good thing my company will let me borrow a worktruck to get back and forth. Bad thing is is a 1990 4-wheel drive suburban, sucker drinks alot of gas on an 80 mile commute!!! No_rice: we have the same opinion. Austin | ||
| Daves |
Yep, if I lived anywhere near Jay, he would be my Buell parts guy. | ||
| Austinuu |
I knew if I wore shorts and sandals into the office today it would happen, and sure enough I get the call that my bike is done. I'm going to look awful funny in a full face, vanson and fastlanes movin down the road!!! Just a few hours under a week to replace the transmission housing which had a freak break occur. Not bad by any means, but I really wish it could have been faster. I spent more in gas this week than I do all month. On the 27 of this month will mark one year of ownership, so one week is really just a tiny blip. Every other time its been worked on I've had it back before I had to head home. It's been dead nuts reliable. I've never been worried that it was going to leave me on the side of the road (which my sportster did more times than I can remember). WHen I dropped it of last week I think I was 3 miles shy of 24k miles. I've done 2 unofficial 1k ironbutts on it as well. That fits my description of trouble free. Kudo's to Buell for such a great bike and thanks as well. Oh yeah, Jay will be my parts guy..even though the shop is north of the river  Austin |
