I had a dearlership experience in 2003.
I was riding cross country from Buffalo, NY to Las Vegas with my Brother-In-Law. I have a 2003 Springer and Rick has a 2003 Heritage Classic.
I am not going to mention the Harler Dealers name because when the issue was resolved they mentioned to me that I would probably bad mouth them about my experience, since we left the dealership on pretty good terms, I told them I would't bad mouth them.
I am posting this just to help educate other riders and any Harley dealers who may be reading this post.
The Problem:
I lost a front fender bolt, spacer and washer, on my springer. No major problem but of course I wanted it taken care of. I went to the closest Harley dealer in the area.
When I pulled in I told the service guy at the counter my problem and I told him to check over the bike for anything else that may be loose.
He told me he would see if he has the part I need in stock.
Well he didn't have the part in stock and he also told me he called other dealers in the area and they didn't have the part either so my alternative was to fed X the part overnight.
Well I saw a brand new 2003 springer on their showroom floor and I asked the 'service manager ' to take the fender bolt,spacer & washer, off of that bike and put it on my bike and when the part comes in the next day they can put it on their show room bike.
He said no way, that they would loose their Harley franchise bla bla bla. I called Harley customer service from the dealership to confirm this dealers statement. Harley Davidson customer service told me that the dealer would not be in trouble with harley davidson "for a simple part like a fender bolt" and it was up to his discression.
Well the dealership told me Harley customer service doesn't know anything and they still wouldn't switch the fender bolt for me.
Well now I had to bloody the water, so I called the owner of the dealership. He came down to see for himself the situation. He came in got an update on what was happening and unbelieveably said to "stick to the plan and wait for Fed X". I was standing right next to him when he said that!
I immediately told him that I am on a cross country trip on a 2003 springer with a $1250.00 extended warranty and that this part I need is not a "piston" but a fender bolt and it makes no sense for me to, wait a whole day for a part to be shipped by FED X, that is on the other showroom bike.
After I said that. He finally said OK I can have the part of the showroom bike.
Summary:
I was told when I purchaed my bike that Harley dealers were supposed to cater to any Harley owner, especially a Harley owner who is away from home on a trip. They are suppose to put them ahead of the line for oil changes and any minor problems while on thir trip away from home.
Now in contrast to my away from home experience, my nephew who lives in Colorado, was on a long trip on his 2003 fat boy and when he pulled into a Harley Davidson dealership for an oil change. The dealer let my nephew take his own brand new 2003 Road King into town to get something to eat while they worked on his bike! I will find out that Dearlers name for you all, I forgot it at this time, but there is a dealer I want to know.
Any helpful comments and views are appreciated.
Ride Safe
John
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