Paul sent a message to Matthew S. Levatich – President and Chief Executive Officer of Harley-Davidson, Inc. – Email Address that said:
Dear Mr. Levatich,
I hope his message find you well,
I would not disturb you if I did not feel you
"NEEDED TO KNOW".
As a gear head, enthusiast and professional in the refinishing industry, I have had many occasion to work on Harley Davidson products during my 30+ year career and as master polisher / industry instructor.
Harley Davidson has a great great history and for me I am very interested in that aspect as well as the nuts and bolts engineering behind them.
I've recently purchased my first Harley a 1997 Sportster 883 Hugger. The goal of this bike is to add to the couple cars I will use locally in shows and race events to promote myself and meet people as I reestablish my life in the country after losing my wife.
Normally I order parts online and build whatever I want to achieve. This time I thought I would try the dealership to remain loyal, get to know them and perhaps exchange customers and business sharing a great relationship locally.
I drove 40 minutes to get to the dealership, where I spent another 40 minutes with a distracted but very nice parts clerk to attempt to identify the $3000 in upgrade aftermarket parts I was after.
Long story short, very few parts were available at first glance for my OLD bike, who would ride such and old bike, and beside I should own a DYNA I was told due to my size.
The fact I bought a Sportster, was to see what it would be like dealing with HD first, as I just sold my Flawless Ninja 1000, to enter the HD realm of modifying classic iron. Truth be told, I should have bought that Fat Bob last year from Paul in Whitby instead, but I did not.
Now I am near Kingston Ontario, and experiencing a very different situation. After getting nowhere on my near half day journey there and back, I wrote an email destined to the service manager so I could spell out who I am a bit and that I meet anyone who has and expensive specialty car or bike and would the dealer be willing to work with me perhaps a few points on parts as some were drastically overpriced,
and prompt service turnaround if I bring my bike in.
I got NO REPLY.
SO I CALLED< on my 3rd attempt, to contact the dealer to know if I could buy parts and bring my bike in, the service manager who is
"too busy for me" said he knew who I was, he would pass me to the parts guy who found everything I want, and so he did.
Turns out, he had no idea who I was, and to this day, have no pars on order, no appointment to bring the bike in, and after dealing with 3000 car dealerships in my industry, have to say this one was no different.
People riding a reputation and no upholding the standard. I would be in heaven working in such a position for such a company, my experience and maturity would certainly decipher serious nut and bolt customers built on the past reputation vs the noobs who want the FASHION OF HD to look cool in their lives, and that's ok it's called evolution like my motor, but one should never lose sight of who the core people are.
I am left wondering, should I have kept my Ninja 1000, I don't feel a part of the HD family, in fact I feel rejected and dejected about this purchase, but I will move on as a self employed widower I can weather some tough stuff, this is just mind blowing as it does not have to be so.
When I look at the location, the cost of the dealership, the salaries of employees, the inventory, to have a guy with disposable income attempt HARSHLY to contact the individuals inside that building, I have to wonder what is it really about.
What if I had purchased a $30 000 bike or will I ever.... I think they judged me by my bike and expressive attempt to communicate, reality Is I am an old school tough guy using civil tactics to no avail, because the folks at HD Kingston Ontario running the immediate show beyond the notion of the dealer principal are incompetent and making a royal mess letting business walk out the door.
Do you think I would send my customers there for service after this experience?
THANK YOU, I you need a customer service watchdog in this country there would never be a better one than one who had managed a 12 million a year aftermarket parts company, and spent 3 decades winning shows with high polish finishes on custom cars and bikes, I am one of the best in the world and I only tend to work with the same.
Thank you wishing you a wonderfilled day sir,
Sincerely,
Paul
PS - I did not bother anyone at HD Canada, they are probably busy with other customers
