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

Buell Forum » For the Factory » Buell Customer Service « Previous Next »

A place for posting comments, questions, criticisms and information of interest to and pertaining to Buell Customer Service.

Quick Reference Data
Buell Customer Service 1-414-343-8400 (John, Renee, et al.)

  Thread Last Poster Posts Pages Last Post
Archive through January 17, 2008Trackdad30 01-17-08  03:10 pm
Archive through April 10, 2005Crusty30 04-10-05  10:00 pm
Archive through March 23, 2004Court30 03-23-04  05:50 am
Archive through November 03, 2001Buellfuel11-03-01  07:10 am
Archive through August 30, 2001Buellfuel08-30-01  07:59 am
         

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

Mathen001
Posted on Saturday, June 07, 2008 - 02:59 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Just in case SM/GM HD&Buell doesn't respond to my other post !!!!!


Ok to start, I took my XB9R to Granite mountain on May 20th, (owned by Stone Mountain HD/Buell, a sponsor) to repair broken exhaust studs. I wasn't aware I should make an appointment. Service said they couldn't get to it until the following week. I asked if I could leave it being I live 30+ miles away.I call the day after my alotted time and was told the head would have to be replaced and was not in stock ( I dont know if the mechanic stripped the holes or didn't try to repair). try back at the end of week. I'm being real patient here, fine, I call the end of the week, "Uh,we have the parts now we'll slot you in to repair next week."
Today, June 6th. Uh,the warehouse sent the wrong part! call back Monday and maybe(YES, MAYBE!!!) They can over night the head!
Yes, I'm livid about this 3 week repair.Where I live, I could have gone to 4 other Buell dealerships for this warranty work. All 30-35 miles away, I chose the one who sponsors this web site thinking They'll be the most"Buell freindly".I will soon be making another payment on a motorcycle I haven't seen in close to a month! I'm not sure of anyone else's customer service' but Granite mountain's is apalling and unprofessinal to say the least.
My biggest complaint other than the time is I have yet to receive one phone call,E-mail,fax or letter from Granite Mountain's service department on my status. When I call I get the same response,Uh,Call us back in X number of days. How about calling the customer when you find problems! I feel as if the attitude is, "it's warranty work, the owner's not paying so,screw him".
Well,I AM THE CUSTOMER, AND I DON'T SEE MYSELF RECOMMENDING THIS DEALER TO ANY ONE!!!! I have yet to receive any apologetic jesture from this unconcerned service department.
DO NOT SHOP AT GRANITE MOUNTAIN OR STONE MOUNTAIN HARLEY DAVIDSON !!!!!!THEY COULD CARE LESS ABOUT YOU.THEY SURE AS HELL DON'T CARE ABOUT THIS CUSTOMER!
IF anyone from these two dealerships read this post,
my name is Rodney Mathen.
Cell phone number 678-350-6014
I'm sure you have this information already but have yet to use it thus far.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Tuesday, June 24, 2008 - 07:46 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I have had 4 of the most amazing customer service experiences this week. Each one underscoring the need and importance of the function of customer service.

  • Gibson Guitar
  • Bose Acoustics
  • Bank of America
  • Garmin


Anyone want to take a shot at which were fabulous and which were not?

A company that does not excel, in today's economy, in customer service may as well be set up in a tent. The name of the game in fact should be customer LOYALTY, not just customer service.

Three of the above have me as customers for life. I'd buy their products, even at a higher price, than competing products.

Interesting phenomenon.
Top of pagePrevious messageNext messageBottom of page Link to this message

Blake
Posted on Tuesday, June 24, 2008 - 05:46 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

BOA not so wonderful?
Top of pagePrevious messageNext messageBottom of page Link to this message

Kuuud
Posted on Friday, June 27, 2008 - 09:00 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Another vote for BOA
Top of pagePrevious messageNext messageBottom of page Link to this message

Prowler
Posted on Wednesday, July 02, 2008 - 10:46 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I spoke to a wonderful (ya, right) customer service person from BOA just yesterday. About 2 minutes into the call I wanted to crawl thru the phone wire to throttle the moron on the other end, enough said....
Top of pagePrevious messageNext messageBottom of page Link to this message

Buelldualsport
Posted on Sunday, July 13, 2008 - 03:09 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

It is no longer Bank of America, it is Bank of India

We will have nothing to do with them or their customer support

YRMV

Buells to Alaska ALCAN 5000 2010

(Message edited by buelldualsport on July 24, 2008)
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Sunday, July 13, 2008 - 04:53 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Several threads are pointing in this direction and I've got some things to share. . . . we'll try to pick this topic back up in the next week or so.
Top of pagePrevious messageNext messageBottom of page Link to this message

Lighting
Posted on Saturday, July 19, 2008 - 09:19 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Plain and simple BOA "SUCKS".
Top of pagePrevious messageNext messageBottom of page Link to this message

Malott442
Posted on Wednesday, July 23, 2008 - 02:10 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

BOA.

"Stabbing you in the back while you sleep"
Top of pagePrevious messageNext messageBottom of page Link to this message

Sd26
Posted on Sunday, August 17, 2008 - 06:53 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Come on, show BOA love.

I get lots of solicitations from them. So, I try to support the USPS by sending BOA some of my other mail.
Top of pagePrevious messageNext messageBottom of page Link to this message

Pkman
Posted on Wednesday, September 09, 2009 - 04:05 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

How do I get in touch with customer service at Buell? My bike (new 9/18/08) has been down for five weeks to get an oil leak fixed. The dealer traced it to a faulty case casting, but the replacement has flaws too.
Top of pagePrevious messageNext messageBottom of page Link to this message

Froggy
Posted on Wednesday, September 09, 2009 - 05:00 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Pkman call the phone number above:
Buell Customer Service 1-414-343-8400
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Wednesday, September 09, 2009 - 08:05 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Something sounds amiss.

Call the Buell Customer Service 1-414-343-8400 number and, if you want to make things easy, read the piece I wrote on dealing with Customer Service. I don't recall where it is . . but it's here somewhere.


Short version: Before you call . . . have the following ready:

  • Your name
  • Your full contact info
  • Bike - model - year - VIN
  • Dealer name
  • Complete Dealer contact information
  • Name of dealer contact
  • FACTS - a concise description of both the problem (just the facts) and the chronology or events with dates.


The more you can keep from clouding the issue with "this bike sucks" . . "I'm pissed at the dealer" and so forth the more likely you'll see a quick and effective resolution.

I could solve this easily in 72 hours. Buell has EXCELLENT Customer Service.

Keep us posted.

Court

P.S. - I'd have all the above typed so if you needed to fax or e-mail it you could. Saves lots of reading and repeating numbers and gets you to the solution set quicker.
Top of pagePrevious messageNext messageBottom of page Link to this message

Pkman
Posted on Wednesday, September 09, 2009 - 08:42 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Thanks for the responses - I feel like a jerk for not seeing the number at the top of the page. Customer service was very nice and followed up with the dealer, but they are not doing anything about getting parts sent out or letting the dealer finish the bike until they retrieve the pictures of the defect from their spam folder and the techs decide how bad the problem is. If I had one of my customers with a machine down for five weeks I'd get the parts sent out to support the dealer and worry about the cause later. Oh well - I'm glad I finally took it to the dealer (it been leaking since day one) and I don't have to pay for the repair.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Wednesday, September 09, 2009 - 10:10 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Something JDLR (just Doesn't Look Right) . . . .

Are you telling me that they have been holding repairs in abeyance for 5 weeks looking for an e-mail?

We need a clearer explanation . . . or Customer Service does . . I can see an "opps we can't find it, we'll call you tomorrow". . . not "oops we can't find it, we'll call you in a month or two".

I know most those folks and that statement is inconsistent with my expectations based on experience.

The dealer, in this case, should have the part the next day. If there is a hitch in the Corpracracy, they need to sort that out AFTER you have your bike and are on the road.

If you are not already . . . I'd ask to speak to Mr. Jon Selensky. Smart and capable fellow.

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

Pkman
Posted on Thursday, September 10, 2009 - 09:15 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I meant to say the bike has been down with this repair for that long - I checked the calendar to document the chain of events and it has actually been four weeks:

8/13/09 Appointment with service - dropped the bike off the night before.
8/14/09 didn't get call back so I stopped by and they showed me leak at oil pump gasket - they ordered gasket.
8/18/09 Informed that it still leaked and they found porosity in the case and had to order new case.
9/2/09 Dealer received new case and claimed they would have it done by the weekend.
9/5/09 Called dealer and they told me it was still tore apart and they had no idea how long it would be.
9/7/09 went to dealer and was told they still had a problem and showed me another hole in the new case. They had to send pictures to Buell to determine how to proceed.
9/9/09 called Buell customer service and they did have an incidence #1020171 but the techs were still waiting for the pictures. C/S rep said the email might have gone to their spam folder if there were too many pictures. She called dealer and confirmed that they sent four pictures but told me they couldn't do anything more until the techs had examined the pictures and decided what to do.

Today is four weeks so if I don't here from the dealer today I'll call Jon Selensky.

Thank you for your feedback Court. I am not upset with the dealer or Buell, I just want my bike back and I'm not thrilled with having my motor tore apart when it only has 2700 miles on it. I was planning on going to the ADV Rally in Wisconsin this weekend to support the other Buell riders!
Top of pagePrevious messageNext messageBottom of page Link to this message

Pkman
Posted on Monday, September 21, 2009 - 03:15 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

I still have not gotten my bike back. To update from last post:
9/10/09 Dealer Service Manager day off and his email was the only one Buell had.
9/14/09 (6:00pm) Service Manager gone for the day - left message.
9/15/09 (11:00am) Still no call from dealer. I called and he explained that he still hadn't heard from Buell about what to do. I phoned Buell and spoke to Jon Selensky. He was not aware of the problem but did not have pictures from dealer. Jon said he'd call dealer and three hours later the Service Manager from the dealer called to say they got the pictures set in and Buell said they'd have to replace the cases again. They expected 5-7 days to receive parts from Buell. They did offer me a loaner.
9/21/09 Still no bike. In sixth week.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Monday, September 21, 2009 - 08:29 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

You are moving in the right direction . . . good to hear they cases are on the way with no hassle.

Jon is VERY good and I;m quite sure he's doing everything he can.

Thanks for the update.
Top of pagePrevious messageNext messageBottom of page Link to this message

Pkman
Posted on Tuesday, September 22, 2009 - 11:41 am:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

Yes Jon was very helpful and took my concerns seriously. It is cool to have that type of contact within a world class manufacturer of Buell's size.
Top of pagePrevious messageNext messageBottom of page Link to this message

Court
Posted on Tuesday, September 22, 2009 - 10:17 pm:   Edit Post Delete Post View Post/Check IP Print Post    Move Post (Custodian/Admin Only)

These folks are very good . . . I need to dig through the archives and find my old "tips for dealing with customer service" lecture.

Jon is a real pro.
« 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