Buy a Limited Edition Victory and you get limited support from Victory
I have a Zach Ness Cross Country. When I was at the SE Victory Rally I was involved in an accident and the result was my right saddle bag / lid was destroyed. When I got home I went to my local Victory dealer and sat down with the parts guy to figure out what parts we needed to order. I figured it would take about a week or so to get everything to me.
A couple weeks pass and the dealer calls me and says that the parts are in so I rush down and pick everything up. Upon inspection of the parts I discovered that the saddle bag lid does not have the graphics that it should. I cross reference the part number that is on the box with the Polaris parts look up and it is the proper part number for my bike. Called the dealer back and explained the situation and they opened a case with Victory to get it fixed. Victory comes back stating that the bag lids do not come with graphics and that I need to send a picture to prove my story. I did as they asked even though I was quite irritated and surprised that the person at Victory clearly had zero clue as to what their bikes looked like or that my VIN is different than regular Cross Country models which further proves that I do in fact own a Ness CC, or the fact that a simple google search or a few minutes on the Victory website will show that the bag lids do in fact have graphics on them.
A few days go by and they say that the part was in fact wrong and they do not have the proper part in stock. The best part of this is that the ETA they gave to get the right part was 30 days. Yes… 30 days to paint a saddle bag lid. Anyway, 30 days pass and I don’t hear anything from the dealer so I give them a call and they tell me that the status was changed to “Supply Chain Delay”. I wait a few more days and decide to call Victory to express my dissatisfaction. I particularly enjoyed that when I did call all they did was take a message and tell me that someone will call me back in 3-5 business days. When the Victory guy did call me back he said that the part was in stock and shipping either that day or the next day so I was pumped to get my bike back on the road! The delivery day comes and I don’t hear anything from my dealer which was strange since so I called them up. Victory sent them a saddle bag lid that again did not have graphics on it. At this point I am over the entire situation and just fed up with the fundamental process failures that have occurred in the entire process and lack of consideration and customer support on Victory’s part.
I expressed this discontent to my dealer and told them that it is time to get people higher in the food chain involved as what we are trying to do is obviously not working. I also called Victory myself and referenced the previous case number and got the same “someone will call you in 3-5 days” routine. My dealer did talk to someone that was familiar with the situation and did offer to pay to have someone local paint the saddle bag lid but that is not an endeavor I wish to undertake as there are far too many variables that are to consider for me to be comfortable with that solution. Also I found out that there is another person out there with a Zach Ness CC that is having the exact same problem as I am.
I am telling all of you this so that you are informed of a fundamental flaw in Victory’s manufacturing and supply chain process and that you consider it if you are thinking of purchasing a “Limited Edition” product from Victory. I am sure that if I had a standard color this would not have been an issue but the reality is that I paid a premium price for a limited premium product and the support from Victory after the fact for their premium products is lackluster. At the point of writing this issue is still not resolved and there has not been any communication from Victory to either myself or my dealer with a resolution.
Anecdotally, I special ordered my car from a manufacturer that built, shipped, and delivered the car from Germany to the U.S. in less time that it has taken Victory to paint a single saddle bag lid.
Finally, my dealer Barton Powersports has been the only bright spot in this entire process as they understand the problem and have spent a considerable amount of time to help me resolve it.
2013 Zach Ness Cross Country - #110
Lloydz Air Filter // VM1-DR // PCV // ATS // D&D Unwrapped
110 HP // 110 Ft.Lbs
Last edited by Defuse; 08-21-2015 at 07:26 AM.