| Author | Message | ||
     Jlnance |
Background to this post. A frequent complaint on Badweb is that it takes too long for Buell to ship parts to dealers. This often turns out to be dealers taking too long to order parts. But the end result is the same, frustrated customers. I would like to propose a solution. I don't know anything about the computer systems used by dealerships or HD. I will state how I want things to work, and leave figuring out how to do it to someone more informed. This is based on a combination of how FedEx tracks packages, and how we handle customer requests at work. When I leave my bike for service, I want to be given a case number. All important events related to my bikes service will recorded under this case number and I will be able to view these events from the internet. I want to see when I dropped it off, and when a technician actually looked at it. If the technician couldn't finish because parts had to be ordered, I want to watch that part order move through Buell and I want to see tracking numbers for the carrier shipping it to the dealer. Two reasons for wanting this. The first is just the desire to know what's going on. I click on FedEx tracking links and watch my packages move across the country. They don't get here any faster, but I feel better anyway. The second is that it shines light on bad practices. Things improve faster when it's clear where the problem is. And people improve faster when it's clear the problem is them. I do not know if it would be a large task or a huge task to implement a system like this. | ||
| Court |
Randy: Part order on Monday the 3rd, shipped on th 5th, should be on and you good to go pronto. I'm cracking this one up to "timing", it looks like the bike got delivered (I'm pretty much guessing here) at the end of the week, diagnosis and order happened the day before the 4th of July holiday (Buell was closed the 4th) and shipped the next morning. All in all, not a terrible showing so much as piss poor timing. I've instructed the staff to schedule the 4th of July be on a Wednesday next year. . to allow us to test the system under the worst of conditions. Accordingly, someone from the factory should be arriving at your place on or about Monday to break your bike!  Seriously keep me posted on the progress and I'll share a hint....be they a great dealer or a poor one, when they are done offer a sincere "thank you"; it's the single most powerful thing you can do to improve service at a dealership. In most the places I go, it will make you stand out so much you be remembered next time! Seriously, thanks for the heads up and here's to a fun summer of riding! | ||
| Crusty |
here's to a fun summer of riding! Hear, hear!!!  | ||
| Xb12xscpa |
Update: Battlefiled Harley just got the part in today. Tech is out today. They are hoping to get to it by the end of the week. Bike is in pieces or I would pick it up and .... The bike was dropped off on schedule the night before the appointment which was June 28 before closing. The appointment was scheduled for Thursday at 2PM for a tech to inspect and 'repair'. The part being ordered on Monday seems a little out of the ordinary, maybe they do just wait until they have a lot to order before placing. Court thanks for the help, looks like the dealership is the fly in the ointment. Maybe when I get my bike back I can travel to a better dealership, with better customer care for future repairs. | ||
| Court |
You are welcome. | ||
| Xb12xscpa |
Final update. Finally got the bike back. Apparently yesterday I made them very mad, as I pulled up they brought the bike out didn't say a word and sent me on my way. Oh well, not there to make friends just to get the bike back. I think 13 days for a bushing is way too long, but who am I. Thanks again Court for the help. | ||
| Court |
>>>>I think 13 days for a bushing is way too long, It is. Thank you for bringing this to folks attention so that, even if in midstream, they could do something about it. >>>>but who am I. You are a Buell customer, you are the fuel that makes the entire company run. You placed your trust and confidence in Buell and have every right to expect an exceptional ownership experience. The folks at Buell are not perfect, but the great strides in parts delivery over the last couple years have been fabulous. With exceptions, like yours, all Buell parts are shipped within 24 hours of order receipt. Enjoy the Buell and ride safe, Court | ||
| Bomber |
JL -- from your modest proposal, it seems you're familiar with IT customer service/support your idea is pretty easily implemented, but, again, it would be implemented at the dealer level, not the factory level (though you likely know this, I'm stating because I have very few knowledge points, and I like to show em off when I can) there are scores of affordable programs out there, and the data entry required on the part of any particualr employee can be measured in under 2 minutes (initial checkin) or in sceonds (literally, for updates by the tech) now, we move into the portion of the discussion of why the dealer wants to do this -- it took large compay IT departments decades to the point where they understood the importance of customer service -- their nose in the air attitude sparked, in part, the nvention of the PC (most bidness people don't care to have a computer on their desk, but the resent mightly the slow, halting, piss-poor attitude shown by many large company IT departments) the system you desribe isn't at all needed (or the need is greatly diminished) at a good dealership, where you could call and check if your scoot was ready, or, even better, if the dealership have proven so trustworthy that you didn't even check. the system WOULD be of great value, however, at a place that ordered their parts once a week, gave your bike a wall job while fringe was installed on a new Geezer Glide, and generally did not understand the value of the customer in the equation they call business. what's the chance of that dealer installing such a system ;-} as you found when you picked uo your scoot, no one likes it when their less than wonderful efforts are held up to scrutiny, even if deserved -- ah well -- there's an interesting take on MC service on the website for the Ride To WOrk Day -- good read, and, if accurate, it wsounds like we should all move to Minneapolis | ||
| Jlnance |
Bomber - Thanks for the comments. Yes, I've got some experience with IT.  Everything you say is right on. This would have to be something that was done at the dealer level. But as it needs to interface with the HD & Buell parts delivery system, and it needs a fairly large infrastructure, I envisioned it as something that HD would create and run. Dealers could then use it if they wanted to. Which brings up the other point you raised, would anyone use it. My take is that people don't like being told what to do, and they don't like change, so I think it will be a challenge. Perhaps the best way to encourage it would be to give the system a name, advertise it to the public as a great new HD service system, then certify dealers who adopt and use the system. At which point the dealers could advertise that they used it. Of course, as you pointed out, it would be all the great dealerships who adopted it. At the same time, I don't think anyone who owns an dealership wants it to be a bad one. They end up being bad because of management problems, which usually boils down to management not knowing what their employees are doing. This system would certainly help that. | ||
| Fenderacoustic |
I read about how terrible HD customer service is and I can't help but wonder how it is in Europe. I know Buells are really popular over there, and I have a hard time believing that European buells are just shoved in the back of HD dealerships as they are here. We all know how much HD dealers love selling Buells here in the states. Heck, my dealer stopped carrying them all together. I guess my question is, do Buells have their own dealerships in Europe? And, if so, when will HD America take a hint and start letting buells have their own space instead of gathering dust while HD dealers push their hogs? They say Buell's aren't popular enough to get their own dealerships, but how will people know about them if they don't market them right. The average guy looking for a big fat chromed out cruiser is going to scoff at a Buell. The average sport rider won't step foot in a Harley shop. This same thing happened to me at Dillards. I worked in the electronics department. It eventually went out of business because it was stuffed in the back of the store and was never advertised. They didn't support it. Guys would wonder back there while their wives looked at sheets and say "Wow, I didn't know Dillards had an electronics department!" Well, now they don't. Was it because people didn't want electronics. Hell no. They didn't know about it. I guess one good thing about it is that because Buell has stayed relatively underground, I feel like we're in some exclusive secret society. Maybe everyone having a buell wouldn't be so cool. It's like when you like a band and then they become popular, then they get played out and you hate them. Bittersweet. Okay now I'm rambling and this is only my first post. Sorry guys. | ||
| Court |
Hehehehe.....you're going to confuse folks with that name...it should be: | ||
| Diablobrian |
Welcome to Badweb Fender! I've seen pics of at least one French stand alone Buell dealership. That may be the key to their success over there. Maybe not, but just a thought. | ||
| Fenderacoustic |
Thanks brian. That's kinda what I was thinking. Going into a harley dealership for a Buell feels like going into Victoria's Secret to buy steaks. No one knows what you're talking about and they all look at you like you're crazy. Maybe HD USA could take a hint from our neighbors? Court, you play? | ||
| Diablobrian |
There are a lot of pickers and strummers on the board, and yes Court is one of them. | ||
| Whodom |
There are a few thumpers too, and I'm not talking about the single cylinder variety. | ||
| Frankf |
Wanted: A 50/50 knobie tire for the Uly. Something like the TKC80's. Something that will wear longer that the time between an oil change. | ||
| Drfuyutsuki |
Obligatory XB12St post: Make this bike!  | ||
| P_squared |
An XB12SsCG (aka a Long & Low XB12). Available in any currently available bodywork (think kick ashe) and wheels (villain black) at no additional cost. And can I get a street tuned RR engine to go with that, PLEASE????? | ||
| Ralphwedge |
Just hi sided my new XB12s 30 mph crash only damage is to the right side frame (where the puck should have been)it bent 3/8" in about 2"X4" area..Is this fatal to the frame?? | ||
| Court |
Contact your dealer. It's neither possible nor prudent to guess. | ||
| Ralphwedge |
Thanks Court, HD and Buell official response is no repairs are possible or allowed to the frame....sooo I have chalked this up to rider ignorance and ordered a new frame. The ignorance part comes from driving with out pucks. Also having to deal with Harley parts, when I picked up the bike August 1st they did not have the pucks in stock but said they would ordered them. There still not in. | ||
| Rd3501 |
Ok the Buells are getting better and better each year but still need some small improvements that seem to always get over looked. So here is 10 things to take a look at... Ok,I still cant understand why you guys cant put a helmet lock on the bike. I know that they new Ulyesse has one as an after thought but why not on all the bikes. And that small wire thing doesnt work at all. 1. Helmet lock. Helmet lock. Helmet lock. 2. Put the turn signals into the mirrors on the XB9R and XB12R to clean up the front. 3. 6 speed tranny. Yes it really needs it with such a small rpm range. 4. How about a digital temp gauge for the engine and the outside air temp. 5. Put a oil glass window in the primary so you can see where the oil needs to be. 6. Change the way you have to put oil into the primary. Going though the side cover is just wrong and half assed. Where is the oil plug on top of the case like every other bike out there. 7. Put the traction grips and foot pegs with rubber as standard to help cut down on vibration. You already make them should be a easy fix. 9. Can we please, please put have some nuts put on the swingarm so we can put on some spindles to use a proper rear bike stand lift. You can even have the spindles and the bike stand lift sold as an accessory and almost everyone would buy it. More money for Buell....hint hint. 10. The bikes really need to drop around 10 pounds. Could easily do this by going with a few magnesium parts. You can again sell them as an up grade. Why you guys keep trying to push a bunch of chrome parts or colors levers is stupid on your part. Most people who buy Buells are not going to accessorize them like a Harley. So who ever keeps coming up with these ideas needs to move back to Harley. We want performance enhancing and maintenance enhancing products. Stop with the other stupid stuff. | ||
| Court |
Ralph: Smart move. You may consider tossing the frame up on e-Bay. I'd not be surprised to see a racer snag it. The frame (I think) is fairly resiliant. I'm wondering if CompuTrak can do a bare frame? Anyway, good move on your part. Phil, some of your ideas make sense and I concur (and have been writing about it for better than 10 years) that i's awfully difficult to snag someone from HD P&A and simply "insert" them in Buell. The words I've used have something like "needing to think outside the box and then selecting canditates from within the box". If you want to know the day this began occuring simply look at Buell t-shirts and you can about pinpoint the day in 1998. But.....you started to make a valid point that someone may listen to, but shot yourself in the foot when you started calling folks stupid. I'm not sure about you, but I'm perfectly willing to make changes, adjustments and be "team player" at work. If someone presented that to me in the "you're stupid" vain, I confess I'd likely have diminished enthusiasm. Think about your words. Try getting a kid to do better in school by telling him he/she is "stupid". Psychologists describe and interesting phenomenon called "modeling". If you are going to take the time to THINK.....why blow it in the delivery. You can do better, I know you can. Court P.S. - I would NEVER leave my helmet attached to a bike, but hey...that's a matter of personal preference....we'll get you your helmet lock. | ||
| Rd3501 |
Court, I know that you have lots of friends at Buell still and sometimes you get emotional because I am referring to a friend. And my approach should have been changed a little. But it got you fired up so I am guessing that it worked in some small way. I dont have anything to to with Buell so when someone takes the time and suggests to Buell what they need to do in order to help make a bike better because they over look the little things. After all if there still making the same way to put oil into the primary cover to change oil for the last 10 years even when the changed to the newer motor than someone really over looked that one big time. Ok let me try it a different way. Why doesn't Buell go and buy or borrow 4 other bikes that they think are the best in the class. Get the designers to take a road trip from East to West cost non stop, really put a few thousand miles on the bikes themselves. To figure out how other bikes feel and ride and have the little things that set them apart. ANd yes it always the little things that make or break a bike. Mirrors, seating, vibration, parts falling off or breaking, etc.. Same thing goes for cars or truck or anything else. Now get the same designers to maintain and pull apart these same bikes and see why some are better than others. Make them try to change parts not in a factory with every tool but at one of their own homes with the basic tools like the average people who ride bikes. As for you never leaving your helmet attached that is great but you cant take a helmet with you every where you go. ANd sometimes its just a quick run into a store and out again. Almost every other bike in the market has a helmet lock so I am guessing that other motorcycle companies have already figured that one out. And if I'm not mistaken the older tubulars did they not? But the new XB series doesn't. | ||
| Crusty |
Back around 2002, I asked Erik at Daytona when the successor to the S3-T was coming out. He told me that Sport Tourers don't sell. Last year, when the Ulysses was tested in Cycle World, they made a statement to the effect that the XB12X was the successor to the Thunderbolt. I have a Uly. I have changed the tires to Avon AV 45/46 Azaros for better tire life. It may someday go down a dirt road, but no more often than I would take an FLH down that same road. I love riding in places like VT Rt. 100 through the Green Mountain National Forest, or the Mohawk Trail. From what I read on this and other forums, I am not alone. Very few people are actually "Adventure Touring" with their Ulys, but bought it for the luggage and passenger seating comfort, and are Sport Touring with them. WAKE UP AND SMELL THE COFFEE!!! Most of the people who are buying Ulysses would rather buy a Sport Tourer. It's the bike they really want. The most successful Buell to date is selling because it's the closest thing to a "bike that won't sell" that Buell won't build. How many people who are put off by the Ulysses height would buy one if it weren't so tall? I'll tell you right now that my wife would love a Buell that had hard bags and some wind protection that she could get one foot flat on. Instead, she's thinking about a Moto Guzzi Breva 1100. It wouldn't take much on your part, either. You already have the basic platform in the Uly. Please give some serious thought to this. | ||
| Brucelee |
I would buy a legit Buell Sport Tourer. I would never buy a Uly. That is just me. | ||
| Jlnance |
Do the fins go the wrong way? I've been thinking about this for a while. The cooling fins on the cylinders are positioned to take advantage of air flowing by them while the bike is moving. But if the cylinders are in still air, the fins go in the wrong direction. In that situation, they should run vertically to take advantage of convection. Also, it's not really possible to have air move horizontally around all 4 sides of the cylinders. I think we get horizontal airflow on about 2 1/2 sides. If the front and rear cylinders faces used vertical fins, I believe cooling would be improved over the entire speed range of the bike, but particularly at idle. I do not know if it would be improved enough to eleminate the fan, but I'm hoping it is. | ||
| Lowflyer |
I love my illegitimate sport touring Uly. I'll be doing some sport/adventure touring on it this weekend. For more than 10k miles, it has gone wherever I have pointed it without so much as a hint of hesitation. My only complaint is with the design is the bags. I would like to buy the bag frame without the bags since I think they suck. I would like to use the frame to hang bags that I think don't suck. Bags that don't suck are ones that load from the top, are watertight, and have latches that don't break. The bag frame is nice because it accommodates bags without removing the grab rails and triple tail. For what it's worth, I liken my irritation at the bag situation to being irritated by the color of the backlighting on my cell phone's buttons.  | ||
| Jaimec |
FYI: My friend took his Ulysses offroad over Labor Day weekend after Ernesto SOAKED all of the surrounding area around Watkins Glen. The fellow leading the tour (on a BMW R1150GS) advised my friend to leave the bags on the bike, as they'll protect the bike WHEN it falls over, and make it easier to pick back up. My friend lost count how many times he dropped the bike in the mud, rocks, dirt and streams he crossed that day. The bags never broke, did in fact protect the Ulysses from any damage, and made it easier to pick the bike back up. Other than some scuff marks on the plastic, you'd never know the bags were beaten or abused. From what I understand, Al Jesse is working on a set of bags that'll fit Ulysses. That may be what you're looking for. Those are the bags of choice for all serious BMW Adventure Tourers. http://www.jesseluggage.com/ | ||
| Jlnance |
I was laying in bed this morning thinking about the people who have stripped their swing arms by overtightening the oil drain plug (Yes, I need a life.) If the plug were plastic or nylon, it would be cheaper, lighter, less prone to vibrate loose, and impossible to strip the swingarm by overtightening it. |
