| Author | Message | ||
     Bigdog_tim |
I have been a long time customer of DTH - so it was customary for me to say a lot of nice things about them. Recently they really screwed up (at least in my eyes). I am an 1125R owner who was EXTREMELY anxious to get the new reflash. Their service guys are not particularly computer literate (I am) - so I had been helping them with some minor computer issues. When they FINALLY did get the update to Digital Technician (so that they could provide the ECM update), they politely told me it would be 5 days later they could get me in to do the reflash! This upset me at several levels: 1) I have volunteered a LOT of time helping them with computer issues 2) I buy a bike (on average) of every 18 months - they have had the past 5 bikes sales 3) I refer a TON of people - for service and new bikes 4) The reflash takes all of 15 minutes (including booting Digital Technician)and I am more than competent to do the work myself. I told them that was unacceptable. Apparently, I wasn't direct enough - and that was the only time offered. In a big huff, I decided to find another dealer. Oh - and I was ALSO looking to trade an '01 Ultra in on an '08 or '09 Ultra - so there was an additional financial incentive here. I called ALL OVER. I even looked out of state. I found that dealerships that get the "random customer" tend to do all the "let's see what kind of deal" and related "take over" sales tactics. I had forgotten what it was like to have to "retrain" a dealership to be my advocate. I also sent emails to the Sales Manager and my Sales Person to explain why I wouldn't be back. After I cooled off (several days later), I phoned my Sales Person and said that since I was going to be treated like any random customer I would treat DTH like any random dealership. Yes, I was still pretty darn sore about the whole thing. My Sales Person and the Sales Manager totally understood my frustration. And - much later and I am much calmer - I should have been FAR more direct about why waiting 5 days was crazy. In SPITE of my showing my butt (which only now I realize I did), they treated me MORE than fair on the trade and purchase of my new '09 Ultra. Being fair - both of us (the dealership and me) learned something in all this. They learned that even their best customers can be jerks from time to time. I learned that there is HUGE value in the loyalty I have given to the dealership and that they recognize that. Thanks and huge kudo's to DTH! They have "re-earned" my loyalty. If you are ANYWHERE near Seattle, I strongly recommend these guys. Even if you are not, I am sure they can work with you remotely. The ONLY thing they still have to do (but I am working on that problem too) is to have someone hang out on badweb from time to time. They are one of (if not the) biggest Buell dealerships in Washington. | ||
| Corporatemonkey |
I am glad it worked out for you. As of late a lot of us local guys have really been turned off by DHD. With the new owners, and the pending move. They really don't seem interested in anything. My personal beef is with the service department. They constantly overbook appointments, and they rush the work. I have had to correct more of their mistakes than I would like. My new favorite dealer is over in Wenatchee, but if I was buying another HD/Buell product. Brian (cityxslicker- Legend HD Silverdale) would get first chance, as a sponsor and supporter of this community. | ||
| Orman1649 |
I stopped in there recently to ask a few questions about my S1W. Didn't seem like they knew a whole lot or they just didn't care. I also spent some time checking out the new Buells, I am lusting after a 1125CR. I was looking at the bikes for probably 20 min and everyone was too busy putting up halloween decorations to bother asking if I needed any help or had any questions. | ||
| Tcollins |
Hey guys! I'm a salesman at DHD and I figured I better get on here and see what's happening. Apparently there's a lot happening by the looks of it! Bigdog, we're here! Sorry it took so long to do it! Corporatemonkey, I'm sorry you have such a bad taste in your mouth when it comes to us. There's just been a lot going on with the upcoming move and we have some expectations to live up to from upper management. We'd love to gain your trust again and re-earn your business! Orman, I apologize also for your recent less than exceptional visit. We've been pretty under-staffed lately and we didn't mean to ignore you. From the sounds of your post, it does seem that someone did talk to you eventually. Can you remember who it was? Also, most of our staff isn't familiar with the older Buells. Most of us didn't start working here til late 02 when the newer stuff came out. But don't get us wrong, we have lots of knowledge here when it comes to the older stuff. Kevin G (our Buell tech) is very knowledgeable and with our recent addition of Jeff Weind, we have the brainpower available to figure out what you need. What type of question did you have about your S1? All in all, we're sorry that we're not living up to your expectations. But we're working on making it happen! As always, we're here to help and if I can, I'll personally field your questions and concerns here on BadWeb! | ||
| Corporatemonkey |
It is nice to hear from someone within DHD. Have you thought about becoming a sponsor? That would definitely improve your local standing. When is the new building scheduled to open? Will it have a dedicated Buell space? | ||
| Tcollins |
At the risk of sounding like a fool, a sponsor of? We're moving into the new building Jan 19th and 20th and planning on being open the 21st. That's about a month ahead of schedule or 2 months behind, depending on how you look at it!  It will have a dedicated Buell area. We were originally thinking as soon as you walk in the front door it will be on the right in that first corner. But we'll have to play it by ear a little bit (of course). I'm going to try to lobby for an area near the front door at least! We're all pretty excited about the whole thing and anxiously awaiting a better and more fitting building! | ||
| Corporatemonkey |
a sponsor of? This site. If you look in the sponsor section you will see how it can (will) bring in business. | ||
| Joel9 |
i got my xb9sx @ downtown harley and have nothing good things to say about sales @ service! they came and picked up @ delivered my bike 2 weeks ago when my rocker box gasket went out, no charge!(t.c. sold it to me, nice guy.) | ||
| Preybird1 |
Wow you let them pick it up! Thats really nice of them and very trusting of you! | ||
| Tcollins |
Hey guys! It's been a while since I've been on here (lots of things have happened in my world). Joel, it's me, TC. Unfortunately I don't work there anymore. I've moved to Atlanta, GA and now working for an HD/Buell dealer here. Thank you for your business and for saying great things about us here! |
