What ever happened to customer service? HD Cool Springs : V-Twin Forum: Harley Davidson Forums

$oul Child · 08-19-2008, 09:53 PM

I have had the worst customer service experience with Harley Davidson of Cool Springs. I purchased my bike there and shortly thereafter, scheduled an appointment to have a PCIII installed and dyno tuned. I drove 27 miles to the dealer one way and the service guy tells me that the "dyno broke down yesterday". A simple phone call the day before when that occurred would have been nice. I decided to give them another chance and called to see if they had a Klock Werks 12" windshield in stock. The parts guy told me that they had two in stock-one clear and one tinted. I told him that I wanted the tinted and that I was on the way. Again I drove all the way to the dealership 54 miles round trip, paid cash for the windshield, get to the truck and realize that it's a clear windshield. I go back in and tell him that I had purchased the tinted, he checks and suddenly there are no tinted, only clear windshields. He tells me that he can have it the first of the week. (Thursday) I call the following Monday--not in! I call Tuesday- not in! I ask for a tracking number so I can see what's going on with my purchase. He calls me back and informs me that the windshield has been backordered. If I will come into the dealership, they will give me a refund. Once again, I make the trek to the dealership--only to be informed that they do not give refunds. They will give me a gift card or they can cut me a check. Unfortunately, there is noone there to cut the check at the present. They will give me a check tomorrow and want me to come back or they will mail it to me. NOT!!! So, there's my rant. Just wanted to inform others about the poor customer service that awaits you at Cool Springs Harley Davidson.
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tlewis · 08-19-2008, 11:26 PM

Consider yourself lucky, very lucky. You were just inconvenienced some. Could have been much worse. Most of that store's active HOG members have bought new bikes in the last couple of years - but hardly any of them bought from that dealership...

Glass half full...your engine is still intact, your fender didn't get dinged, primary screws didn't get stripped and you can ride it away.

Welcome to the Board

04GLIDE · 08-19-2008, 11:48 PM

Speaking of dealerships. I normally go to an indy shop but it was late in the day and I needed some rear brake pads right now. So I stop in the local dealer and ask for some. The part guy then asks front or rear? Now anyone with any knowledge of H-D touring bikes knows that front and rear pads are the same. This guy just didn't have a clue.

Screamingbeagle · 08-25-2008, 12:03 AM

Quote:

Originally Posted by 04GLIDE

Speaking of dealerships. I normally go to an indy shop but it was late in the day and I needed some rear brake pads right now. So I stop in the local dealer and ask for some. The part guy then asks front or rear? Now anyone with any knowledge of H-D touring bikes knows that front and rear pads are the same. This guy just didn't have a clue.

It depends if you mentioned to him what year bike you had. On the 2008 and later models, the fronts are different from the rear.

Texas Tom · 08-25-2008, 10:28 AM

You went to a dealer for non harley items? If you go to klockwerks site they are behind and tell you it takes a few weeks to get windshields,dealer cant provide what he doesn`t have but if you purchase with a credit card they should refund back to it,if they wont call credit card company and cancel the charge lifes too short to go through that crap...

mungo · 08-25-2008, 10:53 AM

Depends on what you mean by customer service. It sounds like you actually just hit a string of issues all back to back.

There was a welder here about 10 years ago. Best damn welder in the area. If you needed a repair, or something fabricated, he was the man to go to. However, it took patience to deal with him. He was short, always in a nasty mood, but his workmanship couldn't be beat.

Harley? Yeah, I would expect better customer service, and courtesy. Not calling you when the Dyno broke down was not a good move.

I imagine, customer service will begin to fall off even more as sales begin to erode away. These temples the Dealers made over the last several years still have a mortgage to be paid. Going to be less people working, less discounts, etc...

$oul Child · 08-27-2008, 06:13 PM

Quote:

Originally Posted by Texas Tom

You went to a dealer for non harley items? If you go to klockwerks site they are behind and tell you it takes a few weeks to get windshields,dealer cant provide what he doesn`t have but if you purchase with a credit card they should refund back to it,if they wont call credit card company and cancel the charge lifes too short to go through that crap...

Did you even to bother reading the post or did you just decide to put your 1/2 cent in? YES i went to a dealer for a klockwerks shield that I had previously called and verified they had in stock. Again in the post I mentioned I paying CASH for the shield that they supposedly had in stock, so the credit card is not an issue here.
I generally read the whole post before I attempt to show my intelligence, especially on such a public level, maybe you should do the same.

Bosco1962 · 08-27-2008, 07:59 PM

Quote:

Originally Posted by $oul Child

Did you even to bother reading the post or did you just decide to put your 1/2 cent in? YES i went to a dealer for a klockwerks shield that I had previously called and verified they had in stock. Again in the post I mentioned I paying CASH for the shield that they supposedly had in stock, so the credit card is not an issue here.
I generally read the whole post before I attempt to show my intelligence, especially on such a public level, maybe you should do the same.

OUCH burn

I have to agree I seldom go into the Harley dealerships around here (Tulsa) They both suck I either do my own work or use an indy.

BlueGlide05 · 12-07-2008, 07:46 PM

After not riding for 20 yrs and always wanting a Harley I go looking for one. Biggest bike I ever had was a 305 honda so I thought a sportster would be more to my kind of riding. After looking around I found a sportster at HD of Cool Springs I liked. Told the sales person it would take 4 or 5 days to get money from 2 differnt places how much would it take to hold it. Over the phone they asid 500 non refundable would hold it for that time peroid. I told them I would stop in on my break to have all paperwork ready because I wouldn't have much time. Stopped in and the sales person didn't the paperwork ready. They said it was because I hadn't applied for a loan. I reminded them I had my own money and I had told them this. I asked them if they thought I was stupid enough to give them a $500 non refundable deposit if I didn't have my own money. They then said the most they could hold it for was Thursday after I told them it may not be here until Friday and I was not able to do the deal until Saturday when I was off work (the 5th day) I told them there was other dealerships and sooner or later they would have the bike I wanted and walked out of there. Ended up buying a 05 Super Glide with 6900 miles on it. The person took the 500 and the rest of the money came in early. Had the bike by Thursday. So screw HD Cool Springs.