Brian sent a message to Matthew S. Levatich – President and Chief Executive Officer of Harley-Davidson, Inc. – Email Address that said:
Dear Mr. Matthew S Levatich,
Last year I decided to purchase a pair of heated gloves so I could ride during the winter months. For weeks I looked at the different manufactures of gloves and the price ranges. I have a friend that has owned a pair of Harley Davidson heated gloves for the last several years. I finally decided that if I was going to spend over 200 dollars for a pair of gloves, seeing how my friend’s gloves had never given him any trouble and Harley Davidson is one the biggest and most well-known names in the motorcycle world, I decided to purchase the Harley Davidson Dual Source 12V Reflective Black Leather Full Finger Gloves. I live in Johnson City, TN and the closest Harley shop within 100 miles that had the gloves in stock was in Wilkesboro, NC, Crossroads Harley. So in September of 2015 I rode to Crossroads Harley, bought the gloves and couldn’t have been happier. During the cold months of 2015 going into 2016 I used the gloves several times, I’m estimating less than 10 hours of use. On October 22, 2016, I had a ride planned with a friend and the temperature was in the 30’s that morning. I get my gloves hooked up and low and behold my right glove would not turn on. So later that day I ride to Crossroads Harley to get assistance with the gloves and I’m told I have to call customer service. So the following Monday, October 24, 2016, I call Harley customer service at which time I’m told the gloves had a three year warranty and to take the gloves to my local Harley dealer and they would help me. So on October 26, 2016 I take the gloves to Smith Bothers Harley in Johnson City, TN. I’m told that day the manager wasn’t there but they could hold the gloves for me and I would get a call the following day from the manager. I didn’t hear anything by three o’clock on October 27 so I decided to call and spoke with the manager in motor clothes. The manager advised me she would mail the gloves that day. On November 11, I hadn’t heard anything so I called and spoke with the manager again just to get a status update and she then tells me she didn’t send my gloves off until November 1 because she wanted to wait until other items had to be sent to save on shipping costs and she only receives updates on the first of every week and would let me know when she heard something. My issue is I spent, with tax, $250.00 for a pair of gloves that malfunctioned with no more than 10 hours of use, which is not anyone’s fault, that’s technology. I go to Crossroads get told to call customer service, then I’m told to go to the local Harley dealer, Smith Brothers, and my gloves are then held a week longer because they didn’t want to spend extra on shipping, which I understand, but I spent $250.00 on your product that malfunctioned. I understand there is procedures people have to follow but it is going on four weeks and I haven’t had heated gloves. In Johnson City it’s starting to get colder and I can’t ride without gloves unless it’s above 50 degrees. Anything with the Harley Davidson name on it is going to cost a customer a lot of money and most people don’t care to pay a little extra for an American company and what that name represents. These gloves are the first purchase I’ve made from Harley and due to the customer service I’ve received I have a really bad taste in my mouth about Harley Davidson.
