One MORE Happy Customer
May 6, 2009
I wanted to drop you an e-mail regarding your service department and the service I recently received. I got the orange paper along with my bill but felt the service I received warranted a little more. (Don't worry it's good feedback!)
Last Sunday April 26th my wife and I took my Fatboy out for a day of riding towards Mt Rainer. We were having a great day and stopped in Graham to gas up for the final ride to our house in Steilacoom about 4:30pm. When I went to start my bike it turned over twice, clicked twice and then just shut down – lost all electrical on the bike. I checked the fuses and what connections I could but couldn’t find out what the problem was. I called a buddy to see if he could pick us up he rides an '03 Dyna, but more importantly has a truck and trailer!
He gladly came and got us and on the way called your service department to see if you were open. I thought you guys were always closed on Sundays. He spoke to Dan and told him the situation I was in Dan told him you closed at 6:00 for drop-offs but to give him a call when we were loaded up and headed his way - he would be willing to stay if we needed. We ended up rolling into NW Harley at 6:15 and Dan was waiting for us! I couldn't thank him enough. We wheeled the bike in and he got me taken care of told me it would probably be Tuesday before it could be looked at. I didn’t mind – I was just happy my bike got into the shop!
That was the first example of outstanding customer service from your shop – but not the last. Another rep called me on Wednesday to let me know what they found with the bike – bad battery, corroded ignition connectors, and oil leaks out of my rocker boxes – I didn’t even notice I had a leak. The rep had already looked up that I had a service contract with my bike and let me know I would only need to pay the $50 deductible to cover that repair. I gave the go ahead to do the work and planned to pick up the bike the next day.
About an hour later I got another call – when they put my bike up on the lift the noticed a nice “groove” in the sidewall of my rear tire – apparently one of the bolts from the saddle bag was in backwards and had been rubbing on my tire to the point it was compromised. Your tech, Brian (I think was his name) told me that was the bad news – the good news was that your tires were on sale- 15% OFF – I couldn’t argue with that good news so I got the new rear tire as well.
On Thursday evening I came down to pick up my bike. I was already blown away, and more than satisfied, with the service I had received but when I got on my bike it got even better. I checked my bike over real quick, just habit, and immediately noticed that the hex-head bolt that held my seat on, and required me to carry a tool, had been replaced with a bolt I could hand tighten and un-tighten!! A while ago I had also lost the plastic nut on the side of my speedometer cluster that held the trip reset switch in place. I suddenly noticed that not only had that been fixed but a new rubber boot had been put on the switch as well. The fact that your shop noticed these two items told me that you did a serious look over on my bike! I realize that both of these items were probably less than $5 but you did not even bill me for them, nor did you tell me that you did the work. It wasn’t on the service report or my bill – that tells me your service department cares more about the customer and the bike than getting recognition. That is definitely not the case with some shops I have been to.
I wanted to make sure you were aware of my experience and the fact that I will not be bringing my Hog anywhere else but your shop from now on. You’ve definitely made a customer for life!
Thanks again for all you and your guys do!
Nathan Trodahl (j6d7)
