| Author | Message | ||
     Nickcaro |
wtf is going on at Danbury Harley/Buell? A month ago they did a 10k service on my bike in less than 2 days right before the big holiday weekend . The day before the fourth of July I stormed in there 2 hours before closing and got new tires. Within my first month of owning the bike I randomly dropped in and was always helped or had any questions answered. I was always showered with love over there. what has changed? There is a new guy answering the service phone, but thats all I know. I got love tapped by a newly licensed girl in the city two weeks ago. It was fairly quick and painless. As I was taking a right hand turn I got hit from the right rear and it basically just thrusted me up and kicked my rear out. (Kinda like a BMX kickout over a tabletop) So I was able to hold it and not slam my face on the street... Lucky me. The next night I dropped my bike at Danbury Harley/Buell. Although the bike had no visible damage and I can still ride, it does begin to vibrate above 45 mph and as you approach 70 its very squirrelly. I dropped it off believing that at the very least my rear rim may just be bent. Maybe the swing arm was affected. My bike has been there two weeks now and I can't even get them to give me an estimate. I have two insurance companies on hold willing to give me money to rent a car or the option for a cash out that I could use to at least rent a bike on the weekends... Still nothing. I call and beg for some help... nothing... All I need is for someone to ride it and make an estimate on what could be wrong. I understand that once we get to that point we may still have to wait to receive parts... right now, all I need is an estimate and I'm getting nothing. Does any one know whats going on over there? Did we loose some Buell representation in the shop? Are they really that busy? | ||
| Mikef5000 |
I don't think a dealership is ever that busy. | ||
| Bombero |
Hmmm. I would ask to speak directly with a manager, and try to get to the bottom of it - talk to your salesperson, too if you bought it there. I'd be curious to know who you've been dealing with up there in service. | ||
| Froggy |
I got my bike back from them on Friday the 21st, they had it the whole week. Not sure if it was because they were waiting on something warranty, but they never took that long, and they didn't get it detailed like I originally intended because I needed the bike back for the weekend. I had them do: Pickup bike Monday 15k Service Replace cooling fan (warranty) Install heated handgrips Install new rear tire (I provided) Inspect rear bearings, because I had a feeling that they were bad because I would get a nasty wobble when I wheelied. Turned out 1 side was shot so they replaced both sides under warranty. Detail bike so it’s clean for Erik at Liberty So they got everything except the detailing, but whatever I washed it anyway. The new guy at the service counter doesn’t seem to know Buell’s well, because when I stopped in about a month ago to schedule the appointment, he looked at me weird when I said the cooling fan needs to be replaced. He then quickly figured out I had a Buell and was more helpful after that, but then when I mentioned that I wanted the tire replaced he said I need to get a tube for it. I was nice and just pretended he was right, as I didn’t want him to look bad. Overall I’m still happy with Danbury, but yea I have also noticed issues like the ones your having Nick. | ||
| Xb9 |
 a tube... | ||
| Niceharleystuff |
Thank you to the BadWeb member that emailed me a link to this thread. It is never a good idea to address customer service issues in a public forum. I have contacted Nick and I believe this will be resolved shortly. Jeff - H-D/Buell of Danbury | ||
| Ducxl |
It is never a good idea to address customer service issues in a public forum. Because it casts a bad light on the offending dealership. | ||
| Bake |
This line seems really important My bike has been there two weeks now and I can't even get them to give me an estimate. | ||
| Johnnylunchbox |
Ducxl, I think Jeff is just saying that posting on an internet forum is liable to get both parties riled up and hinder attempts at resolution. | ||
| Dentguy |
But addressing it in the forum seems to be getting it resolved. | ||
| G4string |
It is never a good idea to address customer service issues in a public forum. That is of course unless it is another dealer - then its OK! Seriously, if HD dealers ran their buissiness the way that they should then most of then wouldn't have to worry about being blasted on a web forum, word of mouth, etc etc. I wish HD would get over the whole Buell thing and do their job - sell bikes, service what they sell, and provide parts and support for what they sell. Be a mechanic and fix that bike, be a salesmen and sell that f**ker, you get my point. I work in Aviation as a mechanic. I cant go to work and say I dont want to work on that - its an Airbus - I only work on Boeings. See what I mean! Seriously, I think everybody should know when a dealer gives anybody bad service - Buell or HD. It is down right wrong to ignore a customer whose bike has been in your shop for an extended period of time!! This really eirks me!! | ||
| Signguyxb12 |
Jeff is one of the most stand up guys you ever wanted to meet....this issue must of slipped by him. If any dealership is more buell friendly than Danbury i would be surprised ( thanks to Jeff and the ownership).. crap, Jeff even made be a cup of coffee when i arrived soaking wet one morning. | ||
| Court |
I'd have to second the comments about Jeff. All my dealings have been impressive. I haven't been the the Danbury store since 1997 but have admired Jeff's enthusiasm. In these types of cases it's never a bad idea to pick up the phone and call. It may, unfortunately, require you to be a bit assertive. I'm betting this one got under Jeff's radar. Oft times a public forum limits the available solution sets. I generally, when I step in to help folks, ask they not discuss it. | ||
| Leeaw |
Let's not forget Rod then either. Exception guy and rider. Danbury has treated me alot better the past 6 years, than Stamford ever did. | ||
| Froggy |
Hey Jeff I re read my last post and it sounded a bit negative, I’m sorry for that. You guys are great and have always been there for me and helped even with the stupidest questions and issues. You guys even fixed stuff on my bike I just was too lazy or forgot to fix myself, and didn’t even charge me for it. Overall I am very happy with you guys, and I hope the new service desk guy gets better once he learns the ropes.  Thank you again for everything. | ||
| Hammer71 |
jeff never was the issue, the service guy was but as always jeff catches the brunt of it. Always had good dealings with him and sales oh and parts guys,jeff needs a pay raise for all the stuff he deals with. Now where is my1125 jeff | ||
| Damnut |
I have to say that I have only been to Danbury once, I was on my way to Bear Mt from MA. I have to say that I was impressed and wish that I had a dealer like them around me. I was getting ready to leave and a couple of guys that worked there came outside to check out my bike. We sat there and talked Buells for a while before I had to hit the road. My dealer doesn't even look at my bike when I go there. When I used to go there to order parts I would get "Oh you ride one of those bikes" (Message edited by damnut on October 02, 2007) | ||
| Clutchless |
It is never a good idea to address customer service issues in a public forum. what is that all about? Seems like my manager has snuck onto the badweb forum without me knowing. Thats like saying, "we arent going to do a good job, can you please not tell your friends so we can rip them off too?" (Message edited by clutchless on October 02, 2007) | ||
| Trac95ker |
Jeff, thanks for getting us in on the Pocono track day. Everyone had a great time! what Hammer said x2 |
