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Polaris Management yelled at me and said I didn’t fall within the Indian Philosophy

This all occurred several months ago but Indian decided to solicit my opinion on the purchase just a week ago. Then refused to post my review. This is what I wrote: (spoiler alert, the last paragraph is why this matters)

I went to the Indian website and purchased a manual that was described as being for the Scout and larger motorcycles.

I received a call from a Dealer who was to fulfill the order. He informed me that to avoid problems, he wanted to let me know that the manual was not as described. That corporate refused to correct it. I told him fine, I didn’t care if there were two different manuals as long as I got what was advertised for the stated price.

He said that only corporate could do that. Kilo the fulfillment company that directs orders received by corporate to individual dealers was no help at all.

I contacted customer support and was later contacted by Chris Sasse, Manager of Resolutions. Mr. Sasse acknowledges the long standing problem on the website but refused to supply the manuals for the price advertised. We went back and forth and somewhere between emails (voila!) the website was magically corrected! Imagine that. Over a year of having an error like that online and FINALLY fixing it when someone complained loud enough.

Then it really got interesting. Sasse asked why I needed both manuals when Indian records shows I only have a Chief Vintage. Helllooo Big Brother! I told him the truth. It was none of his business why I purchased any product freely offered for purchase from his company or any other company. I own, or have owned BMW, HD, Kawasaki, Honda, and yes, even a Vespa and not one company asked me to justify a single purchase from them.

Then Cris Sasse takes an interesting position. He will only sell me the manual he thinks I need. Saying that I am not sharing in the same mindset as the Indian Motorcycle’s Rider Philosophy. By god it sounded like I’d been excommunicated from the Indian Motorcycle Cult. Heartbroken as I was, I somehow managed to soldier on.

Chris Sasse, in a less than respectful tone, gave me 48 hours to decide whether or not I would buy a manual from him. So, after a brief search on the internet, I found the big engine manual factory manual free online, and took Mr. Sasse’s offer to buy the Scout Manual. Confused, but no longer asking me to justify my selection, he finally agreed.

So I learned that Indian Motorcycle, as a matter of corporate policy, does not feel compelled by fairness or State Laws to provide the products they advertise. I learned that Indian Motorcycle marketing policy allows them to say anything about any product just to get a pending sale, then make you select from what is actually available. I learned that even on a small dollar sale like a manual, Indian Motorcycle will access your purchase history and what they have about you in their records will determine how they will deal with you. I learned that Indian Motorcycle has an internal Philosophy by which they operate. Customers are judged as to their fitness for inclusion. If you are deemed unfit, or your idea of fairness does not align with the corporate interests of Polaris, you are persona non grata, and will not be treated as a customer but an adversary - no matter how small the issue or consideration of how Indian themselves contributed to the problem at hand.

Oh. Chris, the reason I wanted both manuals was simply this: I wanted to see if Indian/Polaris would accept responsibility for a minor problem. It was a matter of character. If you were a stand-up company on small issues you can be trusted on large issues. You proved that Indian/Polaris was willing to coerce, bully, and use its full corporate leverage simply because of an insignificant error. One can only imagine what lengths Indian/Polaris will go through when the error involves product liability or rider safety. Then there was your unwillingness to pass it up the chain. That indicates an aloofness of a Management that is unwilling to meet the customer on any other terms than ones they carefully orchestrate. Again, another indication of a dangerous lack of transparency. Thank you Chris Sasse. You represented your company well. I truly believe you acted in full accordance of your Managements wishes and policy.
 

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People take their jobs too personally these days.

I'd ignore them
 

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So you saw a combined (Scout, TS 111) manual advertised, tried to buy it, found out that such a beast doesn't exist, and then got screwed around by Indian corporate when you questioned it? I'm not critiquing here, just trying to make sense of your post.
 

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Worst thread ever.

Joined today just to complain.
 

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Interesting story. Maybe Polaris is hiding something? I do understand that their customer service is less than great, but now they want to decide if someone deserves to buy a product?
And why would it make any difference if it were a first post or the 100 post. If there is a problem, bring it. I find it no less credible.
 

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Discussion Starter #7
People take their jobs too personally these days.

I'd ignore them
Generally I do until they chase me down, ask me what I think - then if i’m not a useful tool, they want nothing to do with you.

They are not interested in improvement.

And the part of taking their jobs seriously, that isn’t the problem. These people are being taught to protect the Kingdom at any cost.

As I said, if they are willing to go through that much trouble on something that minor what confidence do you have that they wouldn’t do the same if not more if the matter involved rider safety and millions of dollars.

This isn’t company loyalty, it’s corporate character.

Think about it. They actually tried to chastise a customer because I didn’t think as they did! That’s creepy!
 

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Interesting story. Maybe Polaris is hiding something? I do understand that their customer service is less than great, but now they want to decide if someone deserves to buy a product?
And why would it make any difference if it were a first post or the 100 post. If there is a problem, bring it. I find it no less credible.
It was really creepy. My wife actually purchased the bike before we married.

Thought crossed my mind “Is he going to ask for a copy of my marriage license?”! LOL
 

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I had a Honda Shadow - '94. Later that year they came out with the Shadow ACE - same bike with different wheels and a gallon bigger gas tank. I wanted the bigger tank on mine and Honda wouldn't allow ANY of their dealers to sell the ACE tank to anyone who had not purchased a Shadow Ace Motorcycle. The mechanic at the dealership I dealt with all the time had an ACE and I bought a tank under his name. :confused:
 

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Worst thread ever.

Joined today just to complain.
So, if I joined solely to lavish the almighty Polaris with praise you’d be fine? How about big doe eyes ? Better?

Yes. I joined a discussion board to discuss a particular issue. I also plan to see any in put as to why the gear indicator never shows the correct gear, or why not a single dealership can find the electrical port behind the headlight, and the DC phone outlet is still uninstalled from 2015 (btw, no electrical schematic in the service manual but forgive me, I thought i’d search the boards more. Because as often the case on these boards, some a** will ***** because you are not using the boards to his satisfaction.
 

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So, if I joined solely to lavish the almighty Polaris with praise you’d be fine? How about big doe eyes ? Better?

Yes. I joined a discussion board to discuss a particular issue. I also plan to see any in put as to why the gear indicator never shows the correct gear, or why not a single dealership can find the electrical port behind the headlight, and the DC phone outlet is still uninstalled from 2015 (btw, no electrical schematic in the service manual but forgive me, I thought i’d search the boards more. Because as often the case on these boards, some a** will ***** because you are not using the boards to his satisfaction.
My dealership found the electrical port behind the headlight and plugged a power socket into it for me. My gear indicator Always shows the proper gear. I don't have a DC phone outlet (Chief DH). But that's just my bike. I don't have any experience with other's machines.
 

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Discussion Starter #15
So you saw a combined (Scout, TS 111) manual advertised, tried to buy it, found out that such a beast doesn't exist, and then got screwed around by Indian corporate when you questioned it? I'm not critiquing here, just trying to make sense of your post.
No. They advertised the combined Scout and Big Engine manual, custom print to order, for x dollars.

They wanted to provide one OR the other for the same full price. If I wanted what they advertised they wanted to double the price.

Since the same manual was posted for over a year. They knew it was an issue. That made it a classic “Bait & Switch” an illegal practice.

Again, If they had only admitted that they made an error and asked for understanding, i’d Probably not blinked and moved on. Instead, they said they had had that on the internet for over a year. I’m still not sure how that fit their justification, but it told me that it was a known issue and they’d ignored it.
 

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My dealership found the electrical port behind the headlight and plugged a power socket into it for me. My gear indicator Always shows the proper gear. I don't have a DC phone outlet (Chief DH). But that's just my bike. I don't have any experience with other's machines.
You have a Vintage? Did you have to remove the headlight?

Seriously, two dealerships (owned by the same people) can’t find it. Then there was no electrical schematic!

I’ve worked on almost every bike and scooter from front to back. I’m presently doing a cafe conversion on an ‘81 Honda 400C. Otherwise I try not to play with computers (no winning strategy there). I don’t mind tearing things apart just to see, but i’d much rather see a schematic and zero in on the issue.
 

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You have a Vintage? Did you have to remove the headlight?

Seriously, two dealerships (owned by the same people) can’t find it. Then there was no electrical schematic!

I’ve worked on almost every bike and scooter from front to back. I’m presently doing a cafe conversion on an ‘81 Honda 400C. Otherwise I try not to play with computers (no winning strategy there). I don’t mind tearing things apart just to see, but i’d much rather see a schematic and zero in on the issue.
Had to take the Nacelle apart and get in there for the wires. It's fairly obvious once you do - and the socket is an Indian product and came with enough of an electrical diagram to keep you from getting into trouble.
 

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Discussion Starter #18
I had a Honda Shadow - '94. Later that year they came out with the Shadow ACE - same bike with different wheels and a gallon bigger gas tank. I wanted the bigger tank on mine and Honda wouldn't allow ANY of their dealers to sell the ACE tank to anyone who had not purchased a Shadow Ace Motorcycle. The mechanic at the dealership I dealt with all the time had an ACE and I bought a tank under his name. :confused:
Good for him!

I had a Honda Shadow. The shop overtightened the block bolts and cracked the block. Because of that and a HD Dealer f’ing up a belt adjustment and nearly killing me, I began to work on my own bikes.

Since then, no parts problems and no highway breakdowns.
 

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Had to take the Nacelle apart and get in there for the wires. It's fairly obvious once you do - and the socket is an Indian product and came with enough of an electrical diagram to keep you from getting into trouble.
I was really hoping that wouldn’t be the reply. I was hoping for one of those big gaping openings on either side would hold the solution.

Thx!
 

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I was really hoping that wouldn’t be the reply. I was hoping for one of those big gaping openings on either side would hold the solution.

Thx!
Sorry. :confused:

You think that's bad, wait until you have to change a Clutch Cable! :eek:
 
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