G oog le BadWeB | Login/out | Topics | Search | Custodians | Register | Edit Profile


Buell Motorcycle Forum » Quick Board Archives » Archive through July 31, 2008 » This is how a dealer should be! « Previous Next »

Author Message
Top of pagePrevious messageNext messageBottom of page Link to this message

Jerseyguy
Posted on Monday, July 21, 2008 - 08:09 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I bought an 1125 used. Couldn't pass a good deal up. I took it in to Liberty Buell for the first service and told them they would be the servicing dealer even though the bike originated at Old Glory HD in Annapolis, MD. Now comes the safety recall with its limited parts availability. I figured I'd be last on the list, and rightfully so. I told Chris (Odenbueller) that I had a track day August 4th and could he help me out. No problem. A week later he tells me the parts are in and to show up bright and early Saturday morning. So while I had coffee and donut holes, he took care of the recall. No fuss, no muss. Furthermore, every time I go there the sales, service and parts people treat me like family. It's a crappy hour and a quarter ride for me but it's worth it every time. I've got another HD boutique 5 minutes from me that I never go to.
Top of pagePrevious messageNext messageBottom of page Link to this message

Odinbueller
Posted on Monday, July 21, 2008 - 10:05 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

"I figured I'd be last on the list, and rightfully so."

How quickly you forget that you bought your XB12Ss from us : ) You've always sent people our way, and we appreciate that, too. We consider you one of our customers and try to help you out any way we can. We may not be able to deliver this kind of service all the time to all of our Buell customers, but we definitely do our best to deliver the best service possible each time.

Actually, I wasn't the tech that got the recall done, but I was able to get the recall parts a bit more expediently since I knew you were coming to NJMP in August with us. We just got another notification that we could order kits as of July 18th. The last notice stated that we could order the kits 3 weeks ago, and we're still waiting...

If I have to, I can get the kits in a pinch, but I'm hoping that we'll get these kits through the normal recall channels soon.

Thanks for your support, Steve!

Chris
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Monday, July 21, 2008 - 10:35 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Well . . .there are two sides to every story . . . . I didn't get there until about 3:00PM.

While I was treated fabulously as I lusted over the "red or blue XT" decision . . I was, and I think understandably so, very angered to arrive and find THE DONUT HOLES ALMOST GONE.

Yo left only TWO . . . (I ignore those slimy "wanna be's" with the red crap oozing out of them)
These folks are SERIOUS about Buell.
Top of pagePrevious messageNext messageBottom of page Link to this message

Chellem
Posted on Monday, July 21, 2008 - 11:03 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Court - I'm gonna tell you a little secret, but you have to PROMISE not to tell anyone.

Sometimes there's more munchkins hidden in the cabinet over the microwave

But ya didn't hear it from me. : )

Saturdays can get really hectic around here - so I'm glad we still managed to take care of you guys. Really glad to hear it.

Thanks so much for the positive posts!

->ChelleM
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Monday, July 21, 2008 - 11:13 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Why would it be done any other way?
With a *safety* recall any factory-authorized dealer/service center is legally compelled to perform the work, when contacted to.
MY scoot originated at San Jose HD/Buell, some of the recall work was performed at Dud's, some at Santa Cruz, and some at Kosco.
While I'm glad to read of dealers doing exactly what they're being paid to do, I find it odd that we are surprised to hear of it.
With a case such as an upcoming race or rally, one should expect a dealer to bump a service customer's place up in line.
I do hear great things about Liberty, nonetheless, and they seem to host the Northeast's largest factory Buell rally each year.
Top of pagePrevious messageNext messageBottom of page Link to this message

Chellem
Posted on Monday, July 21, 2008 - 12:40 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

*sigh*
Top of pagePrevious messageNext messageBottom of page Link to this message

Ducxl
Posted on Monday, July 21, 2008 - 02:09 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Tramp.C'mon man. The guy is only saying he had a very positive experience and wanted to communicate that here.

So lighten up there.Lenny Francis

(Message edited by Ducxl on July 21, 2008)
Top of pagePrevious messageNext messageBottom of page Link to this message

Odinbueller
Posted on Monday, July 21, 2008 - 04:58 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Tramp,

Yes, we are obligated to perform recall service if the bike is presented to us. There seems to be a supply issue through H-D for these kits, and Steve has been waiting for 3 weeks for this kit. We had ordered Steve's kit through the required retail channels along with the kits we need for 1125R bikes on our sales floor, and we're still waiting to get the kits for the models we currently have on our sales floor.

The Buell Racing department sent us a "kit" FOC for our 1125R race bike we'll be racing in Moto-ST on August 30th; however, they sent us more than one oil jet and one o-ring for the spherical nut. Knowing that we could re-use the o-ring on our bike, I offered to update Steve's bike with the full kit from what Buell Racing sent me. I think Steve was trying to convey that he's happy how we got this done, not that we did it at all.

Hope to see you for this years' open house, should be a fun time!

Chris
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Monday, July 21, 2008 - 05:15 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

That's great news- don't misinterpret the impetus of my post- it seems that, as service customers, Buell owners have become accustomed to enough negative step-child experience, that even the most banal of non-negative customer experience is newsworthy.
I think we can all get on board with the common-decency justice of mentioning positive experiences, don't miss this point- again, it seems that, given all the negative dealer experience we read about and experience, the positives are headline news, of late.
I won't be at your open house, as Rahway's "penguin" country
Top of pagePrevious messageNext messageBottom of page Link to this message

Ft_bstrd
Posted on Monday, July 21, 2008 - 05:24 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Completing the service work wasn't what made the difference.

Being treated as a high priority was the difference.

Most times, when I've called to make an appointment and unless I have to leave the bike for longer service issues, simple service items are completed while I wait.

I don't have to wait long. I appreciate my dealership respecting my time and convenience.
Top of pagePrevious messageNext messageBottom of page Link to this message

Chellem
Posted on Monday, July 21, 2008 - 05:45 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I won't be at your open house, as Rahway's "penguin" country

Too many guys in tuxedos? Yeah, we get that a lot.

; )

->ChelleM
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Monday, July 21, 2008 - 05:54 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

"Too many guys in tuxedos? Yeah, we get that a lot. "



...there's always that...
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Monday, July 21, 2008 - 05:56 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

"

Posted on Monday, July 21, 2008 - 05:24 pm: Edit Post Delete Post View Post/Check IP Print Post Move Post (Custodian/Admin Only) Ban Poster IP (Custodian/Admin only)
Completing the service work wasn't what made the difference.

Being treated as a high priority was the difference.

Most times, when I've called to make an appointment and unless I have to leave the bike for longer service issues, simple service items are completed while I wait.

I don't have to wait long. I appreciate my dealership respecting my time and convenience."


From a dealer service point of view, it's a simple enough task to schedule and serve "waiters" ahead of long jobs....and more profitable, as well.
Writing service and scheduling efficiently is simple enough-
let's not start applauding each other for having a pulse...
Top of pagePrevious messageNext messageBottom of page Link to this message

Odinbueller
Posted on Monday, July 21, 2008 - 06:17 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Coolest "Penguin" Ever!


Bender


Of course, there's P.N. Guin, who purchased a pre-atomic submarine from the Department of the Navy by only providing a P.O. Box as an address!


P.N. Guin
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Monday, July 21, 2008 - 06:20 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Burgess Meredith is my co-pilot
Top of pagePrevious messageNext messageBottom of page Link to this message

Odinbueller
Posted on Monday, July 21, 2008 - 07:44 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

"Ah! Passing porpoises who intercept torpedoes! The ought to be a piscatorial statute!"


The Penguin


Awesome!
Top of pagePrevious messageNext messageBottom of page Link to this message

Massgirl
Posted on Monday, July 21, 2008 - 10:31 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Completing the service work wasn't what made the difference. Being treated as a high priority was the difference. = +1

seriously...my mom had a bad experience with a dealer where she made an appointment to get work done on her bike, and when she went to pick it up it hadn't even been touched...and you know what they told her? "Just because you make an appointment, doesn't mean we're going to work on your bike."

Yeah, needless to say, we never set foot in that dealer ever again, but have since found dealers that treat us like they want our business,
even if it means we have to travel a couple hours to get there.
Top of pagePrevious messageNext messageBottom of page Link to this message

Oddball
Posted on Monday, July 21, 2008 - 10:45 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Slight correction... Old Glory is in Laurel, HD/Buell of Annapolis is as the name states.


http://www.oldgloryhd.com/


http://www.annapolishd.com/default.asp

But nice to hear about a good dealer.
Top of pagePrevious messageNext messageBottom of page Link to this message

Jerseyguy
Posted on Monday, July 21, 2008 - 10:52 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Court - Sorry I ate all the chocolate ones...... Call me. You can try out the 1125 & I'll ride the XB.

Tramp - I know that you know that the way things are SUPPOSED get done and the way they DO get done are too often quite different.

Oddball - Sorry bro, I picked it up from the seller at a mall in Annapolis.
Top of pagePrevious messageNext messageBottom of page Link to this message

Blake
Posted on Monday, July 21, 2008 - 11:53 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Way to go Liberty H-D/Buell!

Understanding the merits of exceptional service where too many dealerships don't, I applaude you.

I crave hearing about more such positive experiences.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Tuesday, July 22, 2008 - 06:00 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

>>>>While I'm glad to read of dealers doing exactly what they're being paid to do

Tramp - you could not be MORE right. The key is that it is about ATTITUDE and not just delivering what one is "legally obligated" to.

It occurs to me that I have NEVER done more than I was supposed to "just" to do my job but yet I got tons of commendations in the USMC, got out started a business, continued doing "just what I was supposed to" and got a 1998 Small Business of the Year Award. . . I come to NYC. . . do "just what I am supposed to" and get appointed to all sorts of splendid gigs with The Guggenheim, the Building Trades Employers Association and then I decided to go to school, did "just what I was supposed to" and frickin' ended up #1 in the entire graduate program at Columbia.

It's not JUST doing what you are "supposed" to . . it's a game of doing it with intense passion and excellence.

Doing sucks. . . . excelling is exciting. It's been the basis of my personal adrenaline rush whether I was riding around on Air Force One or riding an 18 hour day on a motorcycle.

Excellence is what sets Liberty apart.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Tuesday, July 22, 2008 - 06:01 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

By the way . . . my wife informed me yesterday that there COULD be a wonderful party this year . . . . I'm eager to learn more.
Top of pagePrevious messageNext messageBottom of page Link to this message

Crusty
Posted on Tuesday, July 22, 2008 - 06:42 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I won't be at your open house, as Rahway's "penguin" country


Penguins
Top of pagePrevious messageNext messageBottom of page Link to this message

Chellem
Posted on Tuesday, July 22, 2008 - 09:09 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Those are some SCARY penguins.

This must be why my dad is always complaining about catholic school. I didn't really understand what he meant until now!

->ChelleM
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Tuesday, July 22, 2008 - 11:14 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Was your dad Joliet Jake or Elwood?



(BOWBOWBOOOOOOWWWWWWWWWWWWWWWWWWWWWWWW)

PS- I could have phrased my original post in this sthread a tad more concisely, such as "It's a shame that, as HD's stepchildren, we're so accustomed to mediocre service that good service performance , such as that consistently displayed by Liberty HD/Buell, is an exceptional news item. hats off to Liberty and all the other truly committed servicing dealerships such as Danbury, New Roc, Dudley Perkin's, etc., who have demonstrated excellent customer service.
penguins notwithstanding....

(Message edited by tramp on July 22, 2008)
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Tuesday, July 22, 2008 - 09:49 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

>>> Call me.

I did . . . Vickie and I were out "hunting" today and drove past 209.

Had lunch in Clinton, shoppped and wandered home this evening. What a gorgeous area!

I do confess to a bit of laughter reading the words "committed" and Dudley Perkins in the same sentence. . . . it could well have read CONVICTED but Tom ate crow and opted to accept HD's invite rather than loose the dealership. Yep . . dealers suuuuuuuuuuuuure hate that warranty work.

: )
Top of pagePrevious messageNext messageBottom of page Link to this message

Jerseyguy
Posted on Tuesday, July 22, 2008 - 11:06 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Court - Sorry I missed you. I'm in Texas 'till friday. The weekend is open. Drive out with Vickie. You can try out my BSA cafe' racer - if you like pain.... or the 1125 if you bring a spare pair of boxers.
Clinton's a great little town, despite the namesake.
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Wednesday, July 23, 2008 - 06:58 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Court-
Dud's always, always treated me exceptionally.
I stated what I experienced, regardless of what your mysterious 'inside connections', spider-senses & MI-6 contacts say to the contrary.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Wednesday, July 23, 2008 - 12:47 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

>>>>Dud's always, always treated me exceptionally.

. . . and never did I question that.

They have flown me out there on a number of occasions for various events and I too have always been treated like a king, provided fabulously fun bikes and had a ball. I have a special kinship with San Fran.

My post is not from inside information but rather from the San Fran Police blotter. Tom Perkins get caught in a major warranty fraud scheme stealing from Harley-Davidson and nearly lost the family business.

Part of the plea deal was that Tom had to appear at the annual dealer meeting and present a sort of combo mea culpa and the harm you do by committing fraud presentation.

Didn't bother me (I've seen several other Buell dealers stealing as well) as it did the family with the scramble it started for folks to get the San Fran market.
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Wednesday, July 23, 2008 - 12:50 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Doh!
sounds almost as bad as "Amol" BMW/Ducati in NJ, about 12 years back...
something about cameras in the ladies' rooms, monitored and recorded by one of the owners....
Oh, yeah- they had TONS of class....
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Wednesday, July 23, 2008 - 01:57 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Were they convicted at well?
Top of pagePrevious messageNext messageBottom of page Link to this message

Tramp
Posted on Wednesday, July 23, 2008 - 02:03 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

yep! well- the ONE brother, the guilty one, was....
gave me much more BMW work
« Previous Next »

Add Your Message Here
Post:
Bold text Italics Underline Create a hyperlink Insert a clipart image

Username: Posting Information:
This is a private posting area. Only registered users and custodians may post messages here.
Password:
Options: Post as "Anonymous" (Valid reason required. Abusers will be exposed. If unsure, ask.)
Enable HTML code in message
Automatically activate URLs in message
Action:

Topics | Last Day | Tree View | Search | User List | Help/Instructions | Rules | Program Credits Administration