| Author | Message | ||
     Portero72 |
Court-I'd love your feedback as to a possible course of action. I am struggling with my 06 Uly(bought new 8/07, now with 12k miles). Since mid-May(and the last 2000 odo miles), it has been to the dealer for 13 separate mechanical failures ranging from the merely annoying(blown fork seal) to the highly unexpected(bad piston rings, valve guides). The bike has been in the shop(this summer) at least as much as in my possession, and will be dropped off again this week, not 200 miles after I picked it up after the rings/valve repair. Thoughts of 'lemon law' are dancing in my head. My servicing dealer has, for the most part, been great-friendly staff, knowledgeable, helpful techs, etc. I've not contacted BCS because, honestly, I'm not sure what they could do. Of course, I am paranoid that these seemingly unrelated issues will continue to effect my bike after my warranty has expired and I am left to diagnose and repair it myself. Best case? I have a solid, reliable Uly(I effing LOVE that bike) and I ride happily to the sunset. Worst case? I don't want to know... My question would be, aside from offering virgins to the motorcycle reliability deities, is there a course of action I have not yet explored? I just wanna ride my motorsickle....Thank you | ||
| Court |
You certainly need to contact BUELL CUSTOMER SERVICE. Before you do, try to consolidate a summary of all the 13 failures. Get the paperwork together and have a copy ready to fax. When you call, be prepared with your VIN, contact info and dealer info, Best case is that I would visit with my dealer before making the call, explain that you are happy with what they have done but remain concerned and, at the very least, want to ensure Buell is aware of the problem. Your goal will be to enlist the support of your dealer. It's important that you contact them however. Think for a moment if you were in their shoes and someone called citing something like 15 problems and that they'd never thought to contact customer service?. . . that puts you on the backside of the power curve right out of the chute. Be prepared with the information and give them what they need to help. The are avid riders themselves, smart folks and they have a lot of resources to help you and a reputation of going light years beyond to help Buell customers.. Keep me posted. Court P.S. - you got virgins? . . . cool!  | ||
| Rainman |
You got virgins? why? | ||
| Portero72 |
Thx, Court. I was a bit hesitant to call BCS due to a somewhat less than supportive previous experience. It does make sense, though, to at least get this all on record before I do anything. I'll collect all my records and do this ASAP. PS-I had virgins. BUWAHAHAHAHAHA  | ||
| Reuel |
We, at the Thumper forum, are fond of the dance around the oak tree, or maple in my case. Anecdotal evidence proves it works, too. | ||
| Ezblast |
CONCUR! | ||
| Rainman |
Oak tree, midnight, three times around sans clothing, one time each for the boot,the primary chain and oil change. Worked great. Probably take three times around for customer service. PS: In some parts of the country it is acceptable to wear Cutter's repellent, if need be. (Message edited by Rainman on September 02, 2008) | ||
| Court |
Portero72: Now that you see they type of feedback they get . . . you understand the problem? | ||
| Portero72 |
Court- Called BCS this morning and really don't have anything to report. I spoke to a rep and expressed my concerns about my bike's reliability. I avoided the 'lemon' word, as this is not really a route I want to take, and don't want to bring up anything I am not prepared to follow through with. When I mentioned the 13 mechanical failures that led me to this call, I was asked about the most recent problem and was reminded that my bike was still under warranty. Feeling the conversation was coming to a close, I offered to provide details on the previous failures, to which I was informed, 'No, we seem to have all the information we need.' So it is on record that I am disappointed with the reliability of my Buell. Again, I did not go into the call with a specific purpose or goal in mind, simply because I am not sure what anyone can do. | ||
| Court |
You did the right thing. That is the first step. | ||
| Portero72 |
Court- Any advice on what the next step is? Should I just wait and see how the bike holds up? If it fails again, should I place a call with a specific goal or outcome in mind? Thx for your time. | ||
| Portero72 |
Court- I apologize if it seems I am bitching, but my patience with BCS and Buell Tech Svc is growing thin. The 'issue' I spoke of in my original post is still unresolved, but that is not where my complaint lies. After preliminary attempts to repair the issue, the tech at my dealer contacted BTS for assistance, giving a detailed account of what had been occurring, and then began waiting for a callback/advice from BTS. It seems at this point the person at Buell assigned to the case went on vacation for a week or so, unbeknownst to the tech or anyone at the dealer. It now seems the person at Buell got back from leave middle of this week and requested the stored running data that the tech here had recorded while test riding my bike, which was promptly sent. I just got off the phone with BCS, inquiring about the proceedings, and was rewarded with, 'Yes, I see where the files were received, we're really busy this time of year, and yes, we technically close for the weekend in a minute, so nothing will happen till next week...' Again, it seems my dealer has done about everything possible, while BCS has 'sat' on all correspondence. Is there anything else I can do? Again, I apologize if all this sounds whiney, my frustration level rises. THX | ||
| Court |
>>>Is there anything else I can do? Yes. E-mail me your VIN and all contact info for you and your dealer. Be sure to include a concise description of the problem. Court | ||
| Portero72 |
Email sent | ||
| Court |
Mark: Just for the record, I do not consider this "bitching". You have patiently tried to work through all the prescribed and proper channels and when that has not worked you've asked in a civil fashion. I think you have done precisely the right thing and some of the dots are simply not getting connected. That's fixable. Court | ||
| Portero72 |
Court- Not sure what you have done, Sir, but it seems a fire or two have been lit. I received a call from a gent at BCS(with whom I am sure I have spoken before) Monday, around 1pm CDT. Never got to speak to him, as I was working and subsequent call back to him was not returned. His voicemail did indicate, to me, that BCS may be behind, as he had mentioned waiting for stored data on my running bike, which I know the tech had sent last week. Nevertheless, the ball is rolling. I spoke to the tech that same day, who was working on my bike that moment. No one seemed any closer to a discovery to my problem(BTS seemed to be stumped), but the tech was about to try replacing a part, test riding, and checking results. The service tech even mentioned coming in on his day off to work on my bike(my dealer has been very good to me this whole time). So in short, here is to hoping I get my bike back soon, and thank you again for your efforts. mark | ||
| Court |
No problem . . . you are very welcome and in good hands. | ||
| Portero72 |
Court- I cringe as I write this. The issue I spoke if in my original post is apparently nowhere near resolution. It has now been over a month since I first dropped the bike off for this issue(for the record, my motor, with fresh top end, is overheating). BTS seems to be of little help, as they have offered no solutions not yet attempted by the service tech, but instead ask the tech to go over and check items already double checked. I speak to the tech almost daily, and have spoken to BCS twice, and the best I've ever heard is, 'BTS is involved and working hard on this.' I find this hard to accept, as both the tech and I have struggled to contact them, and as previously stated, BTS has offered no real solutions and seems to be stumped. I feel I am nearing the end of my rope with this bike. A month of effort, with no real end in sight, for this one problem, plus a dozen(no exaggeration there) others since mid May leave a bad taste in my mouth. If I didn't have another bike to ride I'd be a mess. What can I do to hasten this process or at least get some information? Lord, I sound like THAT customer. Thank you again. | ||
| Court |
>>>I cringe as I write this. No need to cringe. That's for a concise and understandable update on the situation. Today is Wednesday. If you have not heard something back from someone by Friday, send me a NOTE. Thank you for speaking up. Court P.S. - SENDme a copy of your original brief explanation with your, and your dealers, names and contact info. | ||
| Portero72 |
Court May I enlist your influence one(hopefully) last time? It has been 6 weeks(aug 30) since I first dropped off my Uly for an overheating issue that is still unresolved. This seemingly unfixable problem, as well as the 13 other warranty issues my bike has experienced since mid May puts it squarely in Lemon territory. Last week, after a final attempt at repair, my bike's unreliability interrupted a third roadtrip. I then called my contact at BCS and proposed Buell either buy the bike back from me, or swap out the engine entirely. This morning, I spoke with my same point of contact(who has been pleasant and polite the entire time) and was informed that he was still awaiting a decision from Customer Satisfaction(that MAY be the dept name, I'm not sure).I realize that three business days are not an inordinate length of time to decide something of this nature, but considering my circumstances, and the length of time either resolution presents, I would have hoped for a hastier response. This IS riding season in TX, and I have not been in possession of my bike for more than 2 consecutive weeks since May. I would like an end to this mess, however it works out. Thank you for your time. | ||
| Chrislightning |
Jesus H., I am so glad my XB12s has not given me any problems. But, Buell needs to correct this situation. I have over 8 yrs sales experience and this is SAD. 1st, If everything is pretty much documented, and he really is having this problem. FIX IT. 2nd its not like the guy had problems and wants his money back. He wants his bike in proper running order. 3rd, Buell should just take the bike back and give him a new uly. 4th, I would have taken time off work, and made a personal visit to Troy, WI or where ever the HQ's are at this moment. I know this sounds red neckish, but I would have. I swear to the supreme being above, I would. | ||
| Court |
Chris: You first. If you are in sales I am going to give you the opportunity of a lifetime. Try, and I am serious as I can be, to rewrite that paragraph above as if your life depended on the resolution. The way it is currently written, and I tend to avoid terms like "Jesus H" and so forth in a motorcycle discussion forum as it erodes one's credibility, really turns me off. You sound angry, divisive and confrontational. I had such a student in a class I was teaching at Columbia last week. I think I may be the first instructor to make an Ivy League student sit in the corner (I learned that in Kansas as a kid) as I don't care, while trying to help folks, to be made to feel insulted. I'm a fairly savvy guy and will be pleased to critique your rewrite. I hope this constructive criticism doesn't anger you, I'm sincere. Mark: SEND me that post in an e-mail with your full contact information, dealer contact information and your VIN. Also, I'm in a board meeting all day tomorrow in Manhattan, send me the best number and time to reach you tomorrow. No promises, let's see what'd going on. I know the staff at Buell Customer Service and they are good, honest, professionals. Let's make sure you didn't get stranded in resolution purgatory. Court | ||
| Portero72 |
Sent as requested. Thank you | ||
| Xl_cheese |
This is a horrible story. Buell should be ashamed of themselves for dropping the ball on this one. | ||
| Court |
X1: I disagree, I think there are a lot of folks doing a good job trying to resolve this. But I base my opinion only on conversations with the owner, the dealer and the team at Customer Service. What is your opinion based on? The owner has done everything right in this case. The dealer has been a shining example of what a dealer should/could be. The Team at Buell Customer service has brought in some talented folks. I agree that it sucks to go through this but when it happens it's nice to know folks are working hard and genuinely concerned about the owner. Court | ||
| Xl_cheese |
Based on meeting every Thursday night this summer at Buell bike night and seeing the owner drive up in his enduro wishing he was riding the uly instead. Portero has been extrememly patient with the bike. I don't think many on this earth could be that patient. I understand that people are working hard on this which is great, but if a problem is not getting resolved in the first couple trys then it's time for Buell to step up and start sending the parts overnight instead of making the owner wait yet another week for the part to arrive. And when those parts don't fix it wait another 5-7 days for the next part to arrive. Portero has been without his bike for most of the prime riding season this year. The ball has definately been dropped. | ||
| Xl_cheese |
He also missed out riding the uly on one of the most anticipated road trips of the year... http://hellbuellies.freeforums.org/thrills-in-the- hills-oct-2008-pictures-t227.html | ||
| Portero72 |
Court- I apologize, as it seems I have made myself a thorn in your side, perhaps other peoples' sides, as well. Over a week and a half have passed since I first proposed an engine swap/bike buyback to my contact at BCS. I have since changed my stance on this issue, as I suffered a second fuel pump failure last week on the way to drop the bike off at the dealer(requiring a tow) and no longer want anything to do with this motorcycle. I have lost my patience. Twice last week I spoke with my POC at Buell about the pending inspection of my bike by the Regional rep(a formality I'm told is necessary) and was told, 'They haven't gotten back to me, I'm still waiting on them'. I realize this delay or lack of information is not the fault of my CS contact person. A quick call to BCS this afternoon revealed my POC at Buell is out of the office most of this week, and that the issue had been turned over to Customer Satisfaction, with no indication of when or if I would be contacted. I then asked when I might expect contact about the inspection, to which was replied, 'They or your dealer will be calling you, but these things don't happen overnight.' As of today, my dealer has heard nothing from Buell about the inspection, either. I have been as patient and as courteous as I feel is possible, but the lack of communication and apparent lack of progress is disgusting. I realize there may be a team of people working diligently to resolve my particular issue, but from my end, there is no indication of that. Considering my history with this bike and the time lost due to it, I had hoped for better from BCS. Not special treatment, but regular communication and a clear, definitive plan of attack would have gone a long way towards customer satisfaction. BCS will not transfer me to anyone currently handling my case, and the frontline people have no new information. Is there anyone you might point me to who could at least summarize what is going on with my bike, and when it may be resolved? Much appreciated. Mark | ||
| Court |
No one is EVER a thorn in my side. I genuinely hope and wish you all the best and, to the extent that I can, try to help. It occurs to me that there is more frustration over the character of the interaction (or lack thereof) than the content. Often times we are defined and remembered not by our problems but how effectively and promptly we resolved them. If, and it's NOT, it were me I would give you a time that I'd be back to you and keep that promise. I had a habit, when I was at Buell, of telling folks something like "I'll call you at 1:17PM tomorrow". Then I'd make damn sure I made the call weather I had any news or not. I wanted folks in the habit of trusting my word. Anyway . . . keep up posted. I'm eager to see how this works out. I feel like I know how the story ends and am disappointed it was handled in a less aggravating manner. | ||
| Chrislightning |
I'm back for my critique. First, I read Portero72's comments and issues and felt the need to express myself. As being an American and a current member of the military, going on 19 years now, I feel I have the right to do so. 2nd, Being somewhat new to this site, I didn't realize "Court in session", was a thread dedicated to a person named Court. I thought it was a discussion on good or bad things that may or may not have happened to a person who owns a Buell motorcycle. And a person named Court either new people at Buell or was trying to be helpful. my comments were directed at the company, not you. I still don't see how this insulted you, Portero72 is the one being insulted. Sorry for the mix-up, I know now that Court in session is directed to a person named Court. P.S. weather = climate, whether = alternative. HA-HA. "I was lecturing at Columbia..." |
