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Cruiser
Posts: 273
| First of all, let me say that when I called Victory and asked to speak to the Quality Manager re: my '04 Kingpin, I was told that I could leave a voicemail which I did.
Secondly, the man returned my call within the day to discuss my issues and attempt to address my concerns. Granted, he did tell me initially that I should contact my dealer, but when I told him I had done that and my dealer wasn't getting any help from Victory either, he told me he'd take care of the issue and guess what...within two days my dealer called me to schedule an appointment to fix the problem.
Maybe it's because my dealer and my rep had documented my issues, maybe it's because I'm also in the quality arena and stated so in my voicemail....maybe it's because I do this stuff all day and have for years and "know" how to not take no for an answer.
He was polite, nice, and he was concerned. And, he didn't try to make it a short conversation. I'm sure Victory isn't just sitting there twiddling their thumbs or picking their engineering noses, and I'm sure they're attempting to find a fix for the headlight, radio, trunk, and other issues. But here's the caveat...if I produce 20,000 vehicles and I get one issue with the trunk, or 50 with the radio those will not be as important as something mechanical that can strand someone, and so far I've not read of any dead on the roadside issues save one where a tow truck was issued and the bike taken to the nearest dealer. That may not make the guy with the defective windshield happy, nor will it make those of us with radio issues overjoyed, but it's a simple fact...fix the biggies first and work on the next with the most potential for liability.
I'd bet the Vision I'm riding that Victory is well aware of the issues with the headlight and are busting their supplier's ass to get it fixed, or they're looking for a new supplier as we speak. Wouldn't surprise me one bit they've been looking for awhile as this is one of those issues. I'm sure it's hard (having had to do so) to find a supplier that's willing to tool up for a limiited run, and in today's economy it may even be more difficult to find someone willing to pony up the tooling dollars to do so. I'm constantly looking for new suppliers due to the failure of current one's who fail, and looking at the Vision headlight, I'm sure it's not an easy one to manufacture.
So here's the deal....a list with all the Exec's names listed below. If you have a problem, send a personal, registered letter to the one of your choice, starting at the bottom and work your way up. I'll guarantee you that someone will call requesting info on your issue. After all, Polaris didn't step out on this ledge called V-Twin motorcycles for shits and giggles. They're in it to make money and each unhappy consumer costs them. Just as the complaints issued here are read by those on this forum, I'm sure those with the biggest complaints are telling ten of their riding buddies all about this "pile of crap bike".
So, start on the list and send those letters. They'll get read, and they'll be acted on. Just the opinion of a guy who deals with issues like this and who knows how it works. But, keep it civil, keep it short, and make it factual. And if your dealer can't get any satisfaction, include his phone number.
Include you name, the VIN of your bike, date of purchase, number of times at dealer for each issue with no resolution from Polaris/Victory, your phone number and your email address.
Here's the list:
Management Team
Scott W. Wine
Chief Executive Officer
Bennett J. Morgan
President and Chief Operating Officer
Jeffrey A. Bjorkman
Vice President - Operations
John B. Corness
Vice President - Human Resources
Michael W. Malone
Vice President - Finance, Chief Financial Officer and Secretary
Michael P. Jonikas
Vice President - Sales, Marketing and Business Development
Mary P. McConnell
Vice President and General Counsel
Mark E. Blackwell
Vice President- Victory Motorcycles and International
William C. Fisher
Vice President and Chief Information Officer
David C. Longren
Vice President and Chief Technical Officer
Scott A. Swenson
Vice President and General Manager- Snowmobile and PG&A Divisions
Michael D. Dougherty
Vice President and General Manager- ATV Division
Matthew J. Homan
Vice President and General Manager- RANGER Side x Sides Division
Or, simply address it to the Quality Manager at the address listed below.
Here's the mailing address and the phone number.
Polaris Industries
(712) 336-3797
Address: 1900 Highway 71, Spirit Lake, IA 51360
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Iron Butt
Posts: 725
Reno County, KS | Good post Smitty. I will do this. Much better than just addressing to Polaris. Also I'll try to make it personal i.e. "I need your help". |
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Tourer
Posts: 495
Carrollton, TX | Great Post Smitty. It all gets back to the adage we have heard growing up. It is not what you do but how you do it and it is not what you say but how you say it. The two things I would add are the corporate address and phone number where most of the executives are located. 2100 Highway 55
Medina, MN 55340
Phone: (763) 542-0500 Another location where people like Greg Brew, Michael Song and others on the design team are located: 7290 Viking Boulevard East
Wyoming, MN 55092
Phone: (651) 408-7200 |
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Puddle Jumper
Posts: 41
Litchfield Park, AZ | Thank you for your shared interest and care. SP |
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Cruiser
Posts: 273
| Both should help those needing a contact point within the company. For those who try this, I'll be very interested in seeing what kind of response they get. |
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Visionary
Posts: 1350
| I have had Mark Blackwell's email address for many years. Most of the time I use to say thank you for things like the Sturgis luncheon and the Daytona 10th Anny get together. I ran into a situation once and asked him if he would just forward my email to the correct person. I explained I had talked to my dealer and things just weren't panning out. Mr. Blackwell emailed me back to make sure he understood the situation to ensure it would be forwarded to the correct person. The next day I received a call at my desk and to make a long story short everything was taken care of to my satisfaction. Higgin's in MA takes great care of Anny and I have never had to contact Victory/Polaris again. I wish all owners' had a dealer like them.
My only addition to your post Smitty is tell everyone to treat the person(s) you contact the way you would want to be treated. They are just like us, trying to do their job the best they can and make it to Friday. |
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Iron Butt
Posts: 1117
Northeast Ohio | After meeting Teach today in person, I can tell you he is a very professional person. He just wants his stuff fix. I saw the radio first hand and the run around he is getting just isn't right. Half the radio screen is dead and the other half just has black blocks in it.
I am sure he would be grateful if you could forward Mark's email to him. That is who I told him to try and get a hold of. |
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Visionary
Posts: 8144
New Bohemia, VA |  hopefully there will be satisfaction. Keep us posted! |
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Cruiser
Posts: 127
OHIO | ScoreBo - 2009-10-18 6:01 PM After meeting Teach today in person, I can tell you he is a very professional person. He just wants his stuff fix. I saw the radio first hand and the run around he is getting just isn't right. Half the radio screen is dead and the other half just has black blocks in it. I am sure he would be grateful if you could forward Mark's email to him. That is who I told him to try and get a hold of. Nothing wrong with his radio, just a little quiet......  All joking aside, it has some serious issues!! |
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Cruiser
Posts: 273
| And that, along with the issues others have had is why I posted what I did. I'd simply suggest Teach send a certified letter to the Vic person of his choice explaining his frustration, his angst, and his simple desire to have his bike fixed right.
My guess, someone at Victory will make it happen.
And Teach, if you do send a letter, I'd suggest a timeline with dates at the dealer for each incident because most companies will honor and extend warranty on a replacement part if you replaced the original before the warranty (original) expired.
Good luck.
ScoreBo - 2009-10-18 6:01 PM
After meeting Teach today in person, I can tell you he is a very professional person. He just wants his stuff fix. I saw the radio first hand and the run around he is getting just isn't right. Half the radio screen is dead and the other half just has black blocks in it.
I am sure he would be grateful if you could forward Mark's email to him. That is who I told him to try and get a hold of. |
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Tourer
Posts: 447
Northeastern Penna. | Thanks Smitty. I'll copy and paste for future reference. |
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Puddle Jumper
Posts: 38
| Any chance the the forum mod can make this a permanent sticky? This is important info!
Vince. |
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Tourer
Posts: 506
Woodland Hills, CA | This is great info! Thanks Smitty! I plan to make good use if this list, and will report back on my progress! |
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Tourer
Posts: 562
SC, Bluffton | Thank you for the contact information, and I HOPE I NEVER NEED IT. |
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Visionary
Posts: 1436
| The registered letter went out and I'll keep everyone posted on the response. My new radio arrived at the dealer yesterday and will be installed as soon as I can get the bike in. Again I'll let folks know how the new one works.
Smitty thanks for the names and addresses. |
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Iron Butt
Posts: 1158
Richmond, Virginia | This is probably one of the best postings and topic Ive seen on here in quite a while. (except for my own, of course which are all
terribly important LOL). Seriously, thanks for the time and commitment to getting this information and contact sources to all of us.
Now we can only pray that those of us who unfortunately NEED to use these sources will do so respectfully and not bombard these people
with petty emails about "how come my gloves took so long to arrive" emails. The point needs to be reitterated, 1. Treat these people with the respect that you would want yourself. 2. Leave the attitude and emotion out of the letter. 3. Thanks and appreciation
need to be understood. I know some of us can get our nuts up around our shoulders when it comes to our bikes, so lets be as
respectable as we can. If you still dont get results, then throw dog poop on their shoes ( as per Steve Martin) |
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Visionary
Posts: 2118
Pitt Meadows, BC Canada | Mr. Richardson: 1. Treat these people with the respect that you would want yourself.
2. Leave the attitude and emotion out of the letter.
3. Thanks and appreciation need to be understood.
YEAH and AMEN BROTHER ! |
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Visionary
Posts: 8144
New Bohemia, VA | I think there will be results. However, I have a dog if you need anything.... |
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Tourer
Posts: 363
Goldsboro, NC | Headquarters aside... I just dropped my VV off at the dealer for a chronic electric problem. This is their chance to impress the hell outta me with their thoroughness and fairness.
Anyone want to bet? |
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Visionary
Posts: 1484
LaPorte,Tx. | It's 50/50 at best that you will be |
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Polaris' lack of concern and poor response to Victory claims