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Damaged Bike and Dealer Story (...to be concluded...)

5362 Views 59 Replies 32 Participants Last post by  RSA
Wanted to share an experience that started June 2018 and is still nearing completion; almost one year later in what will hopefully be resolved by the beginning of April… 2019…

I have a 2016 Indian Springfield that I purchased the week said model was released: one of the first off the line. Last June we PCS’d (military move) from Oklahoma to NW Florida. For those who don’t know, military moves have private companies pack/move/unpack your whole house. This past year also happened to be one of the worst PCS seasons for many military families across the country.
After brutal PCS season, thousands sign petition to hold moving companies accountable for loss, damage

You can see where this is going: received my crated bike on its side. It had been packed with a strap across the seat, resting on the kickstand (I know this because the numerical lack of straps in the crate and the fact that my kickstand was down, bend forward to an insane degree… almost as if someone had packed it on its kickstand and driven a thousand miles in a wooden box…).

Preface to the below timeline: Before you start to wonder “WTF why was this guy not more aggressive with the shop??”, I’m active duty and started a new position that require(s/d) a lot of training and I have had to front load a lot of travel/training this past almost year. It’s been tough to keep up, to say the least… Now with the story:

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Two dealers nearby: Pensacola (Adventure Motorsports of NWF) and Panama City. Being new to the area and just figuring larger town, larger shop, more riders all hopefully = more experience… I called Pensacola to start the repair. This is where crap really hit the fan.

At first we thought maybe bike was a total, but on closer inspection appears all parts were replaceable no problems. Cool. So, while working with the moving company via military legal, the bike sat at the shop. A few months into it I finally get the check cut: great. I called the the service manager to see what the status was of the bike. He had not.ordered.any.parts.
They had my bike as collateral as a worst case, but more sensibly - if I’m buying new 21k motorcycles, obviously I’m paying repairs. In fact: just one phone call from the dealership to check in would have been great, but to date I've received zero calls coming from the service dept or any manager/owner.

So, we commence with the second waiting period while parts get ordered: $6k of them. At this point it's approaching Oct 2018. I check in again before the holidays, hoping for some good news. Update is: still waiting on parts, I got the schpeal that, ‘with the holidays coming up it’s been tough to get everything in’. Ok. ETA? Not sure, but ‘hoping to be done soon’. Ok. Well. I’ll wait I guess.

Holidays pass… still nothing. I check in again. Same crap.

Also at this point I should mention that, every time I called the shop they had to ‘see if we had the bike in the shop I was talking about’…(the one with $6k of damage from a mil move… apparently they get boat loads of those?).

Finally I get to a decent break in training pipeline (late Feb/early March) and call the shop.
Same deal- nobody knows about the bike & 'oh yeah- that one, parts aren’t in yet…'. So I call Indian corporate.

I have a nice conversation with a guy who wants to help. I don't want to get into the specifics since this is all still pending finalization but I’ll say he/they seem more than willing to try and make right.
Also, after they reached out to the shop he admitted there is definitely something that needs resolved with this location.

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Mostly, this is to inform the forum about this specific dealership. They still have skin in the game- we'll see what they do in the end (soon, I sure freakn hope).

I feel I’ve been (more than) reasonable with all of this- probably too patient, but we'll see how it shakes out.

rock
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· Rider
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Sorry to hear. I know nothing about the Pensacola dealer. But I know PC beach Indian dealership is awesome. I know, a little bit late....good luck to finally a good ending
I second this. I bought mine from PCB site unseen and they shipped it to Atl where I met there driver and rode it home. Everybody at PCB was great. I know this is to late to help with your bike but dont let a bad dealer ruin you Indian experience. Also from a vet to an active duty, thank you for your service
 

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PI made a terrible decision regarding the dealerships... believing that the DirtBike dealerships, would be OK with relatively high end Cruisers and RoadBikes!!! Dead Wrong... I personally despise the DirtBike Mechanics and their dealerships...
Betting if ya had a $10,000.00 Side by side you could get the service you are looking for...
Certainly seems so in this instance but dont lump them all together. This has to do with customer service and while a primarily dirt bike dealer would have a much larger learning curve customer service is customer service you either have it or you dont. If this dealer had good customer service this would have been resolved regardless of what they usually work on
 

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You get bad service at all types of dealer it literally has nothing to do with the brand and in some cases there is nothing they can even do about it. When I bought my Yamaha Roadstar used it was louder then I wanted it to be and I could not get the baffles in and out correctly using my shade tree skills. I took the bike to my local multibrand metric dealer and told them "I need the baffles issue fixed but since you have change the oil, brakes, and battery since you have it, these are all things I can do I'm just getting you to do it since you will have the bike anyway."

$600 and 3 weeks later I picked the bike up and was told they took care of the oil, brakes, and battery but couldnt do anything with the baffles. Never called to ask me if I still wanted them to do the rest, they just did it charged me out the ass and had the bike for almost a month.
 

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Good luck to the OP...I had 17 addresses in 30 years and know firsthand the pain of military moves. Polaris corporate needs to step up here; if a manufacturer gets labeled as having poor service the damage to their reputation will be hard if not impossible to overcome.
While any brand would want all their dealers to give them a good name, we as consumers should also realize a dealer is an independent company and the manufacture only has so much control over the dealers. So when we get bad service from a dealer we should know its the dealer not the brand that is the problem.
 

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I have to agree with the above statement. If they can’t get parts due to back order. That’s Polaris who in that scenario really needs to step up the parts game in a huge way. Riders out there running cross country do not want to hear on vacation “sorry it’s on back order “ we can’t help you. That becomes a game changer it’s exactly why I left Victory. I know I’m a slow learner.
Still on the dealer. Good dealers and they are out their will make the effort to find the part whether they take it off a bike they have or check with other dealers. The lazy dealer will check stock in the system see a 0 and say it's back ordered and never check on the status.
 
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