My '02 RoadKing has the silver tribal flames over metallic purple radical paint set (PN 95717-01BCE), which was intalled by the dealer prior to display on the sales floor. I bought this bike in May. In July, I noticed that the paint was cracking around the seat attachment gippy mounted on the rear fender.
Posts by wyodude
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While at the dealership for my 2500 mile service, I pointed this issue out to the service dude. The service dude inspected the bike and noticed two other paint issues on the rear fender, namely, paint pitting near the rear turn signal bracket,
While at the dealership for my 2500 mile service, I pointed this issue out to the service dude. The service dude inspected the bike and noticed two other paint issues on the rear fender, namely, paint pitting near the rear turn signal bracket,
The service dude alerted the owner of the dealership who advised that I bring the bike back when I was willing to let them have it for a month or so. I said fine, see you in December.
Fast forward to a couple weeks ago. I was picking my bike up from the 7500 mile service when I mentioned that I was ready to pursue the repair of my paint problem, as a warranty issue.
A couple days later, I called the dealership. The service dude said he called HD but had not heard back yet. I checked back every 4-5 days over the next two weeks. Still no movement.
I said, f*ck it, I'll call HD customer service (414-343-4056). I got right through and spoke to Peter. I told him my story and he said the SOP was for the dealership to submit digital photos of the damage to HD and they'd make the decision. Peter also said that their records did not indicate that the radical paint set was installed at the time of purchase. WTF? He did assign a reference number. OK.
I contacted the dealership and passed on the message: they (the dealership) needed to submit digital photos to the factory. Response from the service manager was, we don't have a digital camera or an internet connection to the factory. I said, no problem, I'll take the digital pics and forward them myself.
I called the MoCo and spoke to Lori. She decided my problem was an accessory issue and I got turfed to somebody's voice mail.
I called again two days later and spoke to Phil. Phil knew his **** and said all dealerships have an internet connection to the mothership. He said if I got the digital pics to the dealership, he would call them and give them the appropriate e-mail address to send the pics. O fucken K.
I took the pics, burned 'em to a CD and took 'em down to the dealership. The dealership forwarded them. A couple days later, I called to check up and learned that they had not heard from the MoCo yet.
Called the MoCo and spoke to Lori who passed me to Phil. He did get the pics but they didn't have the ref # so he didn't know where they belonged. Phil then kicked it upstairs to Chris (the decision man).
Chris told me that HD doesn't actually do the radical paint sets themselves and that he would contact the guy (company) that did the original work. A couple days passed with no feedback, so I called my service dude. Now they want pics of the entire bike, left and right side.
Fast forward to a couple weeks ago. I was picking my bike up from the 7500 mile service when I mentioned that I was ready to pursue the repair of my paint problem, as a warranty issue.
A couple days later, I called the dealership. The service dude said he called HD but had not heard back yet. I checked back every 4-5 days over the next two weeks. Still no movement.
I said, f*ck it, I'll call HD customer service (414-343-4056). I got right through and spoke to Peter. I told him my story and he said the SOP was for the dealership to submit digital photos of the damage to HD and they'd make the decision. Peter also said that their records did not indicate that the radical paint set was installed at the time of purchase. WTF? He did assign a reference number. OK.
I contacted the dealership and passed on the message: they (the dealership) needed to submit digital photos to the factory. Response from the service manager was, we don't have a digital camera or an internet connection to the factory. I said, no problem, I'll take the digital pics and forward them myself.
I called the MoCo and spoke to Lori. She decided my problem was an accessory issue and I got turfed to somebody's voice mail.
I called again two days later and spoke to Phil. Phil knew his **** and said all dealerships have an internet connection to the mothership. He said if I got the digital pics to the dealership, he would call them and give them the appropriate e-mail address to send the pics. O fucken K.
I took the pics, burned 'em to a CD and took 'em down to the dealership. The dealership forwarded them. A couple days later, I called to check up and learned that they had not heard from the MoCo yet.
Called the MoCo and spoke to Lori who passed me to Phil. He did get the pics but they didn't have the ref # so he didn't know where they belonged. Phil then kicked it upstairs to Chris (the decision man).
Chris told me that HD doesn't actually do the radical paint sets themselves and that he would contact the guy (company) that did the original work. A couple days passed with no feedback, so I called my service dude. Now they want pics of the entire bike, left and right side.
I then called Chris at the MoCo to verify they got the profile pics. Chris tells me that the custom painter questioned whether or not I had the radical paint set as there should have been flames on the rear fender. Hum. Chris says he'll get back with the original painter and verify that it was indeed his work.
I called back today. The MoCo wants to fix the paint on the fender only (as opposed to swapping out the entire paint set). I expressed concern about the ability to match the paint, but he assures me that it will be no problem.
We'll see.
wyo
I called back today. The MoCo wants to fix the paint on the fender only (as opposed to swapping out the entire paint set). I expressed concern about the ability to match the paint, but he assures me that it will be no problem.
We'll see.
wyo
Thanks guys!
I agree that my dealer (East Coast HD) should have been more pro-active in resolving this issue. On the other hand, if you want something done right....
One point that I would like to emphasize is that it was easy to call HD customer service. In general, the folks there were pleasant to deal with. So if your dealer isn't telling you what you want to hear, get on the horn to the mothership. And if you have to call multiple times, be sure to get the reference number assigned to your issue/claim.
wyo
I agree that my dealer (East Coast HD) should have been more pro-active in resolving this issue. On the other hand, if you want something done right....
One point that I would like to emphasize is that it was easy to call HD customer service. In general, the folks there were pleasant to deal with. So if your dealer isn't telling you what you want to hear, get on the horn to the mothership. And if you have to call multiple times, be sure to get the reference number assigned to your issue/claim.
wyo
Hey Devilhog,DevilHog said:
I have no reason to doubt the service guys at East Coast, I KNOW they called several times. The main point I was trying to convey was that things started to happen when I took it upon myself to contact HD and keep calling them until there was some action. I have to agree that I have had nothing but positive experiences with the folks at East Coast. I will continue to do business there.
Regards,
wyo
TEN WEEKS LATER......
I got my bike back! Man, I was getting sick of visiting my bike down at the dealership.
They (Platinum One) did a respectable job matching the paint. There was one small blem but it'll never be seen.
A big thanks to Rick down at East Coast HD for helping me get this done.
I got my bike back! Man, I was getting sick of visiting my bike down at the dealership.
They (Platinum One) did a respectable job matching the paint. There was one small blem but it'll never be seen.
A big thanks to Rick down at East Coast HD for helping me get this done.
Shooter,
I've learned alot in the short time I've owned my RK (bought it in May of '02). The radical paint set was on the bike when I bought it. Moreover, the bike had been on the showroom floor for 6 months and the dealer knocked a couple grand off the price to move it. It seemed like a good deal at the time.
If I had it to do over again, I would still buy a RK. I would not care what color it was. I would buy a complete set of tin and bags on ebay and get a local painter to do a custom job.
Live and learn.
regards,
wyo
I've learned alot in the short time I've owned my RK (bought it in May of '02). The radical paint set was on the bike when I bought it. Moreover, the bike had been on the showroom floor for 6 months and the dealer knocked a couple grand off the price to move it. It seemed like a good deal at the time.
If I had it to do over again, I would still buy a RK. I would not care what color it was. I would buy a complete set of tin and bags on ebay and get a local painter to do a custom job.
Live and learn.
regards,
wyo
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