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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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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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I purchased my Chieftain because I wanted to be a little different than the Harley crowd. However, the Indian customer service with securing parts and accessories is a little alarming.
A lot of the time it comes down to the service department and management at the dealer. IM of SEVA has been one of the better dealers that I have dealt with, but even they were hampered by having a one-man service department for a while...although Dave always went above and beyond for the customer.

Sent from my SM-G935V using Tapatalk
 
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The poor service rating of my local Indian dealer (Perth WestOz), and the only one within 2000 miles of me, is making me think twice about even buying the bike I want.
I've hear far far too many stories (some forum-told, some from the horse's mouth) about how they'll fawn all over you when you go in to buy the bike then ignore you and lie/make you wait/etc when you come back for service or warranty work.

They appear to be complete scumbags and the rider consensus is that this dealer needs the top level chopped off entirely and new management in place.

Too far to go to get to another dealer and you still have to deal with this DP (d!ckhead principal) for your warranty work (or what, train-freight the bike 2000 miles for warranty at the next dealer? No thanks)

I'm not the only one thinking like this too - they're losing customers left and right and don't seem to give a rat's arse.
So... I might end up not even owning an Indian... probably go for a Rocket 3 or a Vulcan Voyager or Vaquero.

And, let's be real here, the people from Polaris who might be in here are the low level peons (no offence there, I mean "powerless").
The people with the power to make changes I don't believe give a sh!t nor are likely to be in here.
 

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Not good if the dealers don’t step up to the plate for their customers. Scary stuff like what you guys are talking about really hurts the brand. I’ve so far had no issues with my dealer even back to my Victory days. But issues like mentioned would make me walk in another direction myself. I don’t have the time or patience to deal with it just stand behind your brand. Especially if you want to survive in this industry. To many options out there today. I really hope things get better for all of you mentioned above. I’m sure it’s frustrating as all hell .
 

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I purchased my 2018 Springfield new last year at Indian of Marietta (metro-Atlanta). Rode the bike home and came back the next day to get something for the bike. My salesman comes out and says there's a problem with your bike. They had found damage to one of the saddlebags. Now, they could have easily said "your problem" since I did ride it home, but instead realized it was probably damaged at delivery and they had missed it. They took another saddlebag off a bike that day and dealt with Polaris. I will never forget that they did that and have earned my business. So there are good dealers out there that understand customer service. Hopefully the op's dealership gets their ish together soon and gets him on the road.
 

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Interesting read. If you go back and read about Victory dealers you will get the same story. Now there were good ones and bad ones but a portion of what makes a dealer good is the support they get. Also what makes a good dealer is learning how to manage Polaris. Like any business high volume gets more attention and support. Polaris has never had the reputation for treating its customers great no matter what product we’re talking about.
 

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3 months just for approval your scaring me now.
Actually was about a Month for Warranty Approval ( Blown Piston ) Another Month for Parts and the Last Month for Proper Tools and get the Job Done .. When done had no more problems with it for almost a Year and 13,000 Miles when traded it in on my Chieftain Dark Horse ..
 

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Actually was about a Month for Warranty Approval ( Blown Piston ) Another Month for Parts and the Last Month for Proper Tools and get the Job Done .. When done had no more problems with it for almost a Year and 13,000 Miles when traded it in on my Chieftain Dark Horse ..
On my way to Cali around 02 I think. Blew the top end out of my RG in Denver. 2 days later Denver HD had me back on the road. I was impressed
 

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Actually was about a Month for Warranty Approval ( Blown Piston ) Another Month for Parts and the Last Month for Proper Tools and get the Job Done .. When done had no more problems with it for almost a Year and 13,000 Miles when traded it in on my Chieftain Dark Horse ..
On my way to Cali around 02 I think. Blew the top end out of my RG in Denver. 2 days later Denver HD had me back on the road. I was impressed
 

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I have stopped by the Pensacola dealer a couple of times. Once on my Vic while shopping for an Indian and then on my RM. I actually got a better welcome from them the second stop. I like a couple of others purchased from PCB after visiting multiple dealers in Florida and Georgia. I saw another "not so great" post about Pensacola. Another fantastic dealer in Florida is Red Hills Powersports in Tallahassee - rectifier went out on a road trip near them and they made me a priority, took one off a new bike, and got me back on the road as soon as possible.

Sorry my brother you are having the issues that you are. I hope that they get it all resolved and get you back on the road soon. My son in law is getting transferred to Eglin soon and my wife loves the beach in Destin so I can see more trips to the pan handle in my future.
I actually bought my roadmaster from Red Hills Power Sports and Tallahassee. I shopped for them and Panama City Beach back-and-forth for months. To deciding factors were, I live much closer to Red Hills and Tallahassee and I live north of Valdosta. And the fact that I bought mine in May 2017 which was the week of thunder beach in Panama City. I knew they were swamped and it would be an easier purchase for the same price in Tallahassee. And they have been very good to me as well anytime I’ve been back to Tallahassee dealership. Both are very Good imo
 
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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.
 

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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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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.
It depends on WHY there's bad service - if it's constant delays in getting parts then that is a brand/company problem.
If it's getting your tank scratched when you go in for a service that's the dealer.

And none of that makes any real difference if, as in my case, there's only one dealer within 2000 miles of your house. In that case neither the dealer nor the company give a crap. If you want Indian you buy there, end of story.
 

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As time goes on, more alternatives for good service will arise in the marketplace. Think independent shops. Polaris/Indian clearly does not yet have a good handle on providing a culture of support for their clientele. Good dealerships and bad dealerships alike will have to negotiate the Polaris supply pipeline. The best will work out alternatives when something is wrong, the worst will hang the problem on corporate and we will continue to see problems as reported by the OP. If you are in or near, or passing through central Kansas, you can find one such independent operation in Lyons. [email protected] is the contact email. We would love to hear from you.
 

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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.
 

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Comment about what I have found to be good dealer in Bettendorf, Ia. Just went in for fluids but at end of season last year was having shifter problems. It would not return to center to upshift. It seemed ok after one ride but by then it was November in Ia and not great to ride 70 miles in cold rain and snow. They found problem took the linkage from another bike and I was off in a couple of hours happy
 
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