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post #1 of 7 (permalink) Old 08-01-2015, 10:40 AM Thread Starter
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Default Good Dealer Story

My local multi-brand dealer is Performance Powersports, of Seneca, South Carolina. They’ve done well by me, so I want to give them what is due to them.

My 2012 XCT is near four years old and has over 46,300 miles on it — way past warranty. Over a year ago, a bolt in the shifter linkage snapped. I drilled it out and replaced the bolt. Last week the piece that clamps onto the shifter rod (coming out of the transmission case) broke apart. Call this a faulty part or bad design or blame me for kicking my shifter too hard. That’s not the topic of this post.

I was leaving work and riding through a not-so-nice part of town when I tried to shift gears and the shifter pedal sank to the floor board and stayed there. After coasting to a parking place, I checked it out and saw the busted part and took a picture. My wife came and took me home, on her way to work, leaving the bike.

After lunch, I drove my car to Performance Powersports. They didn’t have the part, but could have it in two to three days. I told the parts guy — a relatively new employee — that my bike would be stripped by that time. I said that what I really wanted was for the part to be taken off of a new bike on the sales floor. He said, “Let me talk to the sales manager.”

Two minutes later: The sales manager (Chris) says I can have the part, but will need to pay to have the new replacement part overnight-shipped to them, so they can have their new bike ready and able to be sold. Remember: my bike is well out of warranty, so this dealership owes me nothing, but they want to help me out. It’s kind of expensive, but hey — things wear out and cost money. I’m amazed that they are willing to do this. Service Department is really busy, but they will send a mechanic out front to remove the part for me. The Parts guy rings up the part and shipping charge, but the Parts manager (“Bumper”), who has been working on other stuff while overhearing all of this, comes over and gives me a discount.

Five minutes pass. A mechanic comes out ( I didn’t get his name) with a wrench and pulls a cross-bike out of the line. I go over to watch him. “How are you doing?”, he asks. “Stranded. That’s why you’re getting this part.” I show him a picture of the busted part and tell him the story. He takes off the part and takes it over the the parts manager. In the picture, the mechanic saw that I had a non-standard bolt in the broken part. Bumper gets the right bolts and says that it’s $4.23 because of the bolts. I say, clarifying and reaching for my wallet, “So I owe you $4.23 more?”. He looks at me and says, “Forget about it.”

I turn back to the mechanic, reminding him that my bike is parked on the street, downtown (it’s about 100 degrees out). I said that I have my multi-tool and there is a pair of long-nose vice-grips in my saddle bag. Does he think I can do the job with those? He says, “Customers are always leaving tools here. We have a bucket full of them. Wait here.” He comes back with exactly the wrench that I need.

Yes, I thanked everyone. I had the bike fixed in minutes. Then I rode the bike home and a friend drove me back to get my car.

This was a happy ending, due very much to a good dealership with good people who wanted to help their customer out (also my wife and my friend Danielle). Some of you call motorcycle dealers “stealers”, and tell about the poor service they give. I wanted to let you know about one that has earned my business and gratitude.

2012 XCT (Blackbird)
Forged bars & JTD lowers
Stage 1 flash & Tri-ovals
LLoydz ATS @+6*, Air filter, Drop-in cams
VFCIII tuned by KevinX
Madstad with 13-inch shield
Garmin Zumo660
Tri-city Performance floorboard footrests
Heel shifter
Corbin saddle & backrest
Cee Bailey's bag liners
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post #2 of 7 (permalink) Old 08-01-2015, 10:58 AM
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Nice to hear a good dealer story for a change! That would probably make me a customer for life. I can tell you for a fact that my local dealer would not do that. Would have to buy the new bike to get the shifter off of it. Went to buy a headlight bulb there the other day (for a dirtbike) & was quoted $25 for a bulb! Bought 2 for $4.50 elsewhere. Needless to say, that was the final straw from them. Have bought multiple bikes over the years, but never again. Have to drive over a 130 miles to get service now. Have had nothing but troubles with them for the last 2 years...

2010 Cross Roads, Midnight Cherry, PCV, LSC cams, Lloydz filter, ADJ timing wheel @+4, Home built mufflers....
2009 Vision Tour Premium, Black/Silver, PCV, HPT cams, Lloydz top filter, ADJ timing wheel @+2, Home built mufflers....
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post #3 of 7 (permalink) Old 08-01-2015, 11:58 AM
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That was a great dealer story and very well written too .

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post #4 of 7 (permalink) Old 08-01-2015, 12:15 PM
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Ahoutzer...Thanks for taking the time to praise that dealer's extraordinary efforts and sharing it with us. Bending over backwards for customers is always good exercise.

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post #5 of 7 (permalink) Old 08-01-2015, 07:04 PM
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Quote:
Originally Posted by Ahoutzer View Post
My local multi-brand dealer is Performance Powersports, of Seneca, South Carolina. They’ve done well by me, so I want to give them what is due to them.

My 2012 XCT is near four years old and has over 46,300 miles on it — way past warranty. Over a year ago, a bolt in the shifter linkage snapped. I drilled it out and replaced the bolt. Last week the piece that clamps onto the shifter rod (coming out of the transmission case) broke apart. Call this a faulty part or bad design or blame me for kicking my shifter too hard. That’s not the topic of this post.

I was leaving work and riding through a not-so-nice part of town when I tried to shift gears and the shifter pedal sank to the floor board and stayed there. After coasting to a parking place, I checked it out and saw the busted part and took a picture. My wife came and took me home, on her way to work, leaving the bike.

After lunch, I drove my car to Performance Powersports. They didn’t have the part, but could have it in two to three days. I told the parts guy — a relatively new employee — that my bike would be stripped by that time. I said that what I really wanted was for the part to be taken off of a new bike on the sales floor. He said, “Let me talk to the sales manager.”

Two minutes later: The sales manager (Chris) says I can have the part, but will need to pay to have the new replacement part overnight-shipped to them, so they can have their new bike ready and able to be sold. Remember: my bike is well out of warranty, so this dealership owes me nothing, but they want to help me out. It’s kind of expensive, but hey — things wear out and cost money. I’m amazed that they are willing to do this. Service Department is really busy, but they will send a mechanic out front to remove the part for me. The Parts guy rings up the part and shipping charge, but the Parts manager (“Bumper”), who has been working on other stuff while overhearing all of this, comes over and gives me a discount.

Five minutes pass. A mechanic comes out ( I didn’t get his name) with a wrench and pulls a cross-bike out of the line. I go over to watch him. “How are you doing?”, he asks. “Stranded. That’s why you’re getting this part.” I show him a picture of the busted part and tell him the story. He takes off the part and takes it over the the parts manager. In the picture, the mechanic saw that I had a non-standard bolt in the broken part. Bumper gets the right bolts and says that it’s $4.23 because of the bolts. I say, clarifying and reaching for my wallet, “So I owe you $4.23 more?”. He looks at me and says, “Forget about it.”

I turn back to the mechanic, reminding him that my bike is parked on the street, downtown (it’s about 100 degrees out). I said that I have my multi-tool and there is a pair of long-nose vice-grips in my saddle bag. Does he think I can do the job with those? He says, “Customers are always leaving tools here. We have a bucket full of them. Wait here.” He comes back with exactly the wrench that I need.

Yes, I thanked everyone. I had the bike fixed in minutes. Then I rode the bike home and a friend drove me back to get my car.

This was a happy ending, due very much to a good dealership with good people who wanted to help their customer out (also my wife and my friend Danielle). Some of you call motorcycle dealers “stealers”, and tell about the poor service they give. I wanted to let you know about one that has earned my business and gratitude.

You found a good one there Houtzer! There you go fellas! Support this dealer if your in that area.

Bryan P. Johns - Southeast Michigan
2016 Indian Chieftain - Silver Smoke
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post #6 of 7 (permalink) Old 08-16-2015, 07:44 PM
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Whish they could all be that good.
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post #7 of 7 (permalink) Old 08-16-2015, 09:39 PM
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Default Me too...

This is what dealers are supposed to do.

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