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Puddle Jumper
Posts: 29
Hendersonville, TN | Hey Guys,
Have you found that numerous acessories and parts are on backorder? I have two Victory helmets, one leather jacket, and reverse for my 09 Vision that have been on backorder for many weeks...is this just a "normal" thing for Victory? I'm patient...I'll just ride some more... |
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Tourer
Posts: 506
Woodland Hills, CA | I have several parts on back order, including a recall item. I've been waiting for several weeks, and they still have not come in. I check with my dealer weekly, and he says that he cannot get a time from Victory, and that I am not the only one waiting.
At least the bike runs, so I can ride it.
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Cruiser
Posts: 249
Montreal, QC Canada | We have been waiting a month for the Chrome slip on's for the rear tip overs. I have talked to dealers in the the States and they seem to be having no problem. I guess its hit and miss. |
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Tourer
Posts: 301
Buffalo Grove,Ill | Welcome to the state of the economy. The way things are Victory and everyone else is in perill and they are not making parts because demand is very low. When they build parts they want to do so so it cost justify's so the few people that need something will wait until they get orders for 30 of something. Makes ya want to re think the buying a bike right now theory doesnt it? |
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Iron Butt
Posts: 725
Reno County, KS | Victory won't have a replacement sidecover available for my bike until Feb. Not a big deal unless I intended to actually ride it like it was a motorcycle or something. Oh wait :-( |
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Visionary
Posts: 1436
| Its not the economy it Victory. When SAFETY recall items are backorder it is the COMPANY not the economy. I waited all summer for the new bar control and it is finally in but I've been waiting for 2 months for a recall part which was suppose to be backorder until 10/31. It is NOW 11/4 and the RECALL part is still not available. Very BAD customer service and I've said that from the start.
FORTUNATELY the Vision is pretty darn reliable in transportation mode, even if you don't have the convenience items working, or safety recall accomplished. |
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Tourer
Posts: 404
San Antonio, TX United States | I understand Victory has to take the brunt since they are the first in line and their name is on the bike. However, when a supplier folds and goes under or is trying to make something for Victory it is a shame we cannot be privy to that information at times. Victory like anyone else is in line waiting cause some other company ordered X number of Y color and the supplier is geared up to make that run so Victory has to wait their turn to receive product. They have no control or other alternative in many cases. Yes there are indemnity clauses for most contracts of this nature between supplier and purchaser, but over the last few years it has been harder and harder to get people to accept many of the protective clauses especially when minority businesses are involved. At least I do not hear Victory whining, making excuses, and blaming the other company or any other myriad of excuses that can be dreamt up. A prime example is the custom painted panels for the Vision (which I even had a set on order). The company producing the panels has gone out of business and has not produced any panels at all. Whether Victory was waiting till they got a certain quota of orders prior to making the final purchase or if the company making the panels just took the money and paid bills without making the panels and then still ended up folding still remains to be seen. That one company going out or business made the whole line of custom painted panels disappear. Now Victory has to scramble and either refund money put down on them or find someone else to do the work. It would not be a stretch of the imagination that something of that scale would take at least 6 to 8 months to pull together and find an acceptable replacement. This so-called BAD Customer Service has more behind it than Victory. Victory is a buyer of parts and puts those parts together. (I know you all understand this and I am not being insulting when saying this) Others manufacture the items. Just like the industry I came from, we had our own fabrication and manufacturing, welding, engineering and assembly in house. I worked for a company called Plasser & Theurer. We manufactured on a much larger scale and a hell of a lot more profit and income than Victory or Polaris does. You make plans to offer something, design it and go out to bid for suppliers. This process alone can take 8 months if your lucky but more like 12 to 18 months. Then you get down to the wire and the steel supplier jacks his price as much as 120% and sticks surcharges on for fuel/transportation and throws in another 6 month lead time cause China just bought up a bunch of surplus steel. You can see where that would leave you. Therefore, to make the comment it is not the economy is a bit short sighted and selfish. I understand your background very well from previous posts Teach and I guess that is why I am surprised you even made that comment. I spent the first 20 odd years working as an instructor/trainer, liaison between Engineering staff and end user as well as Project manager by proxy with various railways around the world. It is very easy in this day and age of “On demand Inventory” and the like type business practice to end up in this very situation with only 10 years of company history. It is not like they have 100 years of inventory and design practice or like Honda which has come to their 50 year mark for Motorcycle production. However, even these giants have had severe issues at one time or another with backlog and missed delivery dates. Sorry for being long winded, when I read some of the issues that you guys are having, it astounds me. I know what our dealership is like and the problems we have with Victory and Polaris, but they are not even close to the horror stories some of you guys tell. I do admit that Victory should take more time to communicate with the dealership and end user. Maybe that is what we should be sending to Polaris as a complaint instead of regurgitating the same problems over again with the vehicle. If there was more of an inundating flood of requests for information or explanations on why items are so backlogged maybe then we could get them to focus some attention on communicating with us the end user.
Edited by dwhite28 2008-11-05 11:41 PM
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Cruiser
Posts: 152
| Shop in las vegas has a black set ride now 702 656 1671 ask for Hoz he's cool I'm trying to find the red set.Bob |
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Visionary
Posts: 1484
LaPorte,Tx. | Teach - 2008-11-05 8:50 PM
Its not the economy it Victory. When SAFETY recall items are backorder it is the COMPANY not the economy. I waited all summer for the new bar control and it is finally in but I've been waiting for 2 months for a recall part which was suppose to be backorder until 10/31. It is NOW 11/4 and the RECALL part is still not available. Very BAD customer service and I've said that from the start.
FORTUNATELY the Vision is pretty darn reliable in transportation mode, even if you don't have the convenience items working, or safety recall accomplished.
What us the recall part your waiting on? |
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Cruiser
Posts: 273
| desldog - 2008-11-05 5:04 PM
Hey Guys,
Have you found that numerous acessories and parts are on backorder? I have two Victory helmets, one leather jacket, and reverse for my 09 Vision that have been on backorder for many weeks...is this just a "normal" thing for Victory? I'm patient...I'll just ride some more...
I waited to pick my '09 up until reverse came in. Supposed to be there late October. Didn't come so I took the bike and will have to take it back when reverse comes in, which was supposed to be today...but wasn't.
If you're gonna' advertise it, have it before you do. The only bike I own with more wait time is my MV Agusta. |
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Cruiser
Posts: 273
| desldog - 2008-11-05 5:04 PM
Hey Guys,
Have you found that numerous acessories and parts are on backorder? I have two Victory helmets, one leather jacket, and reverse for my 09 Vision that have been on backorder for many weeks...is this just a "normal" thing for Victory? I'm patient...I'll just ride some more...
I've been in that field for years, and Victory has the worst I've seen from a large company which Polaris is. It's evident those running Victory have no concept of how to find and nurture a supply base, and it's more evindent they don't care.
For the "right" money I'd go help them out and turn it around for them.  |
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Visionary
Posts: 1436
| VisionTex, evidently some retainer for the recall. I'm assuming its some type of lockwasher or perhaps its for the ignition recall? I didn't really ask my maintenance guy since he has been real good about getting everything I need so it really isn't info I need. Sorry I can't be more specific but I do know he was really ticked since it was for a safety recall. I figured what the heck since the bike needs to go back in for the other parts to be installed. There really isn't any issue for me, but it is something that Victory will need to improve upon. Harley's strongest sales point is dealer network, BUT more important is availability of parts at any dealer. This has hurt EVERY brand that has competed with Harley for decades. Not a big deal if all you do is putt around town occasionally, but if you really ride a lot of long distance and tour, it isn't reassuring to know the Victory dealer you may need to stop at doesn't have the parts to keep you mobile. Like I said something they will need to improve now that they have a tour machine. |
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Cruiser
Posts: 266
Hartland, , WI | I've had like no problems with my bike that my dealer didn't get rectified in the same week. For a first year bike...even though mine was later in the model year...it has been an extremely good bike. I know others have had on going issues that are seeming forever to fix.
I have been learning from reading these threads...and the thing that scares me most are your stories about the poor customer service from the MFG! As a consumer you can usually do something yourself if your dealer isn't holding up their end like try another...but for parts and fullfilling orders it's the MFG that's the problem.
QUESTION: How is Victory & Polaris corporately structured as in...does Victory have to salute at Polaris to get everthing done? Chevy can do things by themselves without big brother GM having to micro manage. Does Victory have to run everything up the Polaris flag pole or can they try to improve and let Polaris be Polaris? Can't they get better by themself or is Polaris the King of Control? How did Victory start...was it a Polaris idea to start Victory...or did Polaris by up some fledgling motorcycle company with a good idea of products and quick name them Victory and stick them under their corporate flag?
I don't own a snowmobile or ATV but it sounds like the customer service there sucks too. The only way this gets fixed is when it comes from the very top of Polaris Corporate...we can bitch about all of the things under the top layer like the people in charge of working with the suppliers...engineers that should know better, etc. But until the "straw the stirs the drink" says we drastically need to improve the customer service...you/me will continue to get the service that the Polaris Corporate Culture is currently all about.
My .02$
Edited by Vinner1 2008-11-06 10:13 PM
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Iron Butt
Posts: 1158
Richmond, Virginia | Ive read most all of the posts and agree with DWhite. Being in the specialty custom order business myself, we the salesmen/store front man, end up being the first line of attack when any customer doesnt get what he or she wants. Most all of our product is made TO ORDER and we quote 5-6 weeks. What customers CHOOSE not to consider, is exactly what DWhite was explaining, while one company
makes the final part, it may consist of several components made from other suppliers etc. When one cog is missing, the entire wheel doesnt turn. I think a lot of the anxiety comes more from customer lack of understanding and impatience. I wont say that there are many times where it isnt the manufacturer who is at fault, because they are, but this is 2008. We have moved into a time where people
not only want what they want NOW, but they are unrealistic and want it YESTERDAY. Customers dont want to hear the reasons why they cannot have it, and there in lies the problem. Now how does this pertain to all of we motorcyclist situations? Lets face it, we have a "riding season", we want things pronto because we are on a self imposed time line. Problem is boys and girls, the company making your product isnt on YOUR timeline. Some suggestions, If you know that getting special orders take a while, order your wants off season so that the idle time doesnt cut into your riding season. A smart person also has the brains to ask their dealer to call
the supplier before placing your order. Every supplier will gladly tell the retailer what is and isnt available at that time. A little self induced common sense goes a long way.
I too am one of those who purchased and paid for (in my financing), the replacement black skins. Thats 2000.00 in my loan that
cannot be fulfilled. Luckily the chrome package for my bike was also at the top of my list. At my dealers suggestion, we used that money to order and fulfill my chrome wants. We ordered all my chrome about 4 weeks ago, and Victory sent all 11 pieces to my dealership. Now, this tells me that 1. my dealership was working on my behalf 2. my dealership ordered my parts and didnt hold the order until they had a minimum order to satisfy (which a lot of small companies will do to save shipping costs). Ask questions guys,
cultivate a great relationship with your dealership. I know this sounds silly, but when I show up with my bike for a service appt, you better believe im bring doughnuts for everyone at the dealership. My dealership loves seeing me because I show them that I value them. Even when we have a problem, I dont stand and whine and bitch, we both work together to satisfy the problem FOR BOTH OF US. You want better service? Be a better customer.
Now I do have a huge gripe with Victory as some of you all do. Their customer service SUCKS ! No call backs, no emails, no communication what so ever, and for a company which sells "recreational non necessities" to people who can and will give them their extra hard earned money, Victory cannot afford to get a reputation for poor CS. My suggestion is to write and call Vic directly. Telling your dealership personel will not help the problem. They have a relationship that they have to maintain on their own. Do what
I am doing.. remember that cleaning kit "gift" we all just received? Save your letter that came with it, it talks about how valued and appreciated WE are, and its signed by the president of Victory. So send HIM a letter back as one of those valued people.
brain power is a wonderful thing.
Edited by VaParadox 2008-11-06 11:24 PM
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Cruiser
Posts: 53
Island Lake, Alberta, Canada | "Of course I want it yesterday. If I wanted it today, I would order it tomorrow."
Customer quote of the week. |
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Iron Butt
Posts: 725
Reno County, KS | dwhite28 - 2008-11-05 10:38 PM
I understand Victory has to take the brunt since they are the first in line and their name is on the bike. However, when a supplier folds and goes under or is trying to make something for Victory it is a shame we cannot be privy to that information at times.
dwhite, I get what you're saying and I understand the frusteration you must have to deal with when you log on and see this stuff being posted. I respect the fact that you're the only tech I know of who donates your spare time helping with questions and support on this forum. If I were a Vic tech, the last thing I would probably do is come home to "punch another clock" and answer questions I get all the time at work. I do honestly believe that they will make a turn-around on this. I hope it's soon enough though. Bluntly: I disagree with your point of view of this problem I've encountered. Too many of the replacement parts are currently unavailable for this bike. Maybe it's strange coincidence that I can't get the chrome, aluminum and injection molded plastic needed to replace my sideswiped parts back to 100%. Maybe it's an alarming trend. I'm not trying to steer anyone away from the best tour-based motorcycle platform ever conceived of in the entire history of the known universe. |
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Visionary
Posts: 1350
| DWhite I know what you are saying. The shame of it is tomorrow there will be another post bad mouthing Victory because they are too lazy to do a search. You can't expect someone that is too lazy to do a search to understand.
Our vendor for our new doors screwed us. The prototype pieces were made for $1000 (just the rails not the all parts of the door). We ordered another set because every branch of the service likes them and we needed them for show and tell. Well the vendor came back and charged 3x time the price and not one piece of the 4 are made to plan. 3 of them we can't make work any way we try. But I am sure our customers will blame us for being late and over cost. Like the complainers hear they will hear the cause but not listen to it. |
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Tourer
Posts: 332
Dale, Indiana | Signed papers for bike last January ordered many things back then.
Ordered many things since then.
Can't remember ever not having something on backorder.
Least everything (and I ordered a lot of things) has always came in, in great shape. …
WAIT!
The cup holder did require modification.
Right now waiting on the chrome lower rear tip-over protector. Was supposed to in 1 month ago.
Oh yeah also a helmet but that is a non-Victory item.
Won't mind it if I won't have paid for most of the stuff when I ordered it.
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