David P. Hnosko sent a message to Matthew S. Levatich - President and Chief Executive Officer of Harley-Davidson, Inc. - Email Address that said:
Dear Mr. Levatich,
First let me say that I love my 2012 Ultra Classic and I have been very happy with all of the interactions I have had with all the Harley Davidson staff my wife and I have had contact with from the sales, parts and servicing staff. I am corresponding in hopes that an issue I am encountering might be able to be resolved some how. When I purchased my Ultra Classic I also purchased two full helmet communication head sets (part number 77117-10). They are still working just fine but the clamshell bracket that holds the unit to the helmet has cracked and broken due to the unit working loose and having to be retightened over time. I have working units but I am unable to use them because of the broken clamp. I went to my local Harley dealer and they said that particular item was not available separately. I was disappointed but the salesman told me I could call the main office and see what they could do. Today I called and spoke to a parts representative who affirmed that the piece could not be sold separately. I asked if there was someone else I could speak to and she politely transferred me to a higher up tech rep. His name is Jamie and he told me he has been there for over twenty years. I explained my situation to him and asked if I could buy the clamp by itself and he echoed also that it is not available. He also emphasized that it has never been available. I told him I understood what he was trying to say but I felt like something could be done and he told me there was nobody else he could transfer me to above him to resolve this.
Here is my argument sir. I am a loyal Harley Davidson owner and rider. I spend thousands of dollars buying Harley products and in this situation, I do not believe that the company is supporting me. I spent $400.00 on my headsets that work just fine. Because Harley Davidson will not sell the clamp, you are forcing me to spend another $400.00 on new headsets instead of getting a replacement clamp. Where is the customer service in this mind set, sir? The part cant cost more that $5.00. I would rather spend $10.00 and continue using my original headsets and spend that extra money on other Harley gear. I just think that customer service and satisfaction should be playing a bigger part in all of this. I look forward to hearing from you. Respectfully, David P. Hnosko.
