So, here’s the follow-up to the previous blog entry.
The folks at the H-D shop that dinged the derby cover stepped-up and have ordered a replacement, which was goodness. Yeah, I’ll be doing the installation. However, getting that resolution wasn’t exactly a text-book customer service experience.
- I’d sent off the Emails Wednesday night after picking up the bike and finding the dings and nicks.
- After waiting until around the noon Thursday to hear back, I called my service writer and asked if they’d seen my Emails: nope. They said they they checked Email when they came in but didn’t see anything, but checked again while we were on the phone and son-of-a-gun, there they were. The service writer said they’d print them out and pass them to the shop manager.
- So, another day passes and I send off another email on Friday morning: “Any updates”? No response.
- I’d already planned to stop by the dealer to pick up a part, so at noon I went over got my part and then stopped in at service and asked my service writer: any updates? They said they’d just been too busy to bring it up, but would do so as soon as they got a chance. The temptation to go over their head was there, but in the big scheme of things this wasn’t a major issue, just an annoyance so I let it slide and figured I’d see how it played-out.
- I finally hear back around 4:45pm on Friday afternoon and was told the photos didn’t come through, but to bring the bike in so they could see the issues, which I did about 30 minutes later.
- The lighting in the shop wasn’t all that great so it was very hard to see the blems — perhaps by design? I got the expected, “you can hardly see it” comment from the service manager, but it wasn’t so much a push back as it was a comment made out loud and the next move was to authorize replacement of the part.
After all, pushing back on a bike that was marred by the service staff — no matter how minor — wouldn’t be a prudent move. If they’d protected the bike and parts during service there wouldn’t be any dings or nicks.
As for the nick in the tank, I removed about 90% of the blemish on Thursday night with rubbing compound and just had some swirl marks to remove so nothing to do there. On the transmission cover, in that lighting the only thing that was visible was the nick, not the scuffs in the chrome and I’d already accepted that those weren’t a big deal.
So, at the end of the day I’m sure I came across as a pedantic customer who was over-reacting but, hey: I just took a 30-day old, $30k Harley in for what was basically a $400 fluid change — the 1,000 mile service — and came out of it with $400 worth of cosmetic damage. Not a good visit, by any measure. I’m no pro, but shoot: I’d already replaced the exhaust system without so much as a nick anywhere on the bike: it’s not hard to keep from doing damage if you’re careful and apply some tape and other protective covers when contact with painted, polished or chromed surfaces are possible.