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Iron Butt
Posts: 732
Western WA | Not whining, I'm just wanting your opinion on how you would handle this situation.
Ordered the Vision on Mar. 3rd (with the $1000) security and was told the bike would be in sometimes in the next 2 weeks. Not a problem, I thought that was actually pretty quick.
Went down the middle of March, put the down payment on and finalized paperwork. Was told that the bike should be here in another few days.
Outstanding.
Now here's the rub:
Never heard anything, so towards the end of March I called to get an update. No one returned my calls, so I finally spoke to the sales manager. I'm very polite on the phone, but I also am not entirely happy about not being kept in the loop. The sales manager says hold on, he will check on the status. He puts me on hold, then comes back on the phone and says "Well, they haven't shipped the bike yet. It is scheduled to ship from Victory on April 3rd."
WTF? I express my surprise, since I was promised the bike in hand a week ago. He tells me that he's sorry, he can't control the factory, which I completely understand.
But I tell him he CAN control keeping me updated and in the loop. I explain that the current timeline throws a kink in the process because I'm going in for some surgery and will be out of commission for a few weeks and won't be able to pick up the bike when it does come in.
No worries he says. He apologizes, says he 'promises to call on April 3rd one way or the other, and that it is no worry if I can't come pick the bike up right away."
That's fine, but I stress again that I would like to be informed, and that having a sizeable down payment on the bike should ensure better communication. He agrees, and promises once again to call me.
In fact, he's putting a reminder alarm in his Blackberry 'right now'.
Well the 3rd came and went - no call.
I called down this morning, spoke to the salesman who sold me the bike, and told him that I never received the call and would like him to check on the status. He said he would, and would call me right back.
And nothing.
At this point, my confidence in the dealer is shrinking rapidly. I know I'll get the bike, but I also feel that spending as much money as I am with them, (and them having a chunk of my money in the bank), that I should be treated a bit better.
Opinions? Am I out of line? What would you do?
Thanks in advance. |
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Cruiser
Posts: 185
Nebraska | I'd go right in and demand the deposit back. I bet that will light a fire. I may be wrong. But I think some of these dealers think they got you over a barrel because of the low production. If you want one you can get one. The dealer here in Omaha has sold 9 and has 4 on the floor and 3 more in transit. |
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Visionary
Posts: 3204
Memphis | Breaker, Lack of communication is probably the #1 sore spot with Victory ownership. (Just ahead of dented chrome.) Where it really comes into play is if you have a deposit down. You expect to be held to a higher status than someone who is just kicking tires and may of may not buy. Even if it's not their fault, some dealers just can't bring themselves to pick up the phone and keep you in the loop. It will make you psycho and there is absolutely nothing you can do about it. A few of us went through this in the Fall and it changed our personalities (for the worse) until the bikes actually showed up. Some guys got their deposits back and drove hours away to a good dealership. They sing their praises to this day. I know you want to be on good terms with your local guy but they started this by not following through on their word.
Knowing what I know now, if I had a friend or relative wanting a new Vision, I would wait until my local guy had one on the floor. If they didn't have what I wanted I would shop around and find a dealer within a reasonable distance that had what I wanted and go get it. Then I'd give my local guys a chance to take care of me. If they play games because you didn't buy from them, it only verifies they didn't deserve your money in the first place. Earnest money is a whole different level of commitment. Don't mess around. There are some really outstanding dealerships out there. (Luckily, mine is one of them.) Do what's best for you.
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Jacksonville Florida | I have been waiting since Jan. My dealer has been the best. The dealrs are behind the 8 ball because Victory has deleted everything from the dealer/Victory website. Consequently we have to go to the regional rep., who is new on the job. Her mail to me today said I would have information about my order in a few hours. That was 9:57 a.m. today. but still no information. I told her that I didn't think they would like me showing up at the anniversary riding a Concours 14. I also asked her for the C.E.O of Victory and Polaris name and mailing address. Certified letter ready to go. |
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Cruiser
Posts: 74
Puyallup, Washington | David, it's really too bad you're having such a hard time with that dealer. I have shopped and wanted to buy bikes there twice in the past year. They have a beautiful set-up and are very close to where I live. Both times though, I just didn't get a warm & fuzzy feeling from them, especially the Sales Manager. That's why both times I ended up purchasing elsewhere. I bought two new Suzuki's last summer in Enumclaw and the Vision at Lynnwood Motoplex in February. I'm sure those dealerships made plenty of money off me but I felt good about the experience and still do. Being mechanically challenged, I also purchased a service agreement, and Lynnwood will even piuck-up and deliver the bike for service if I'm not in the mood for a ride through Seattle. Good luck with the continuing saga and, hopefully, you will have a better experience with the service department when you finally get your bike. Wayne |
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Iron Butt
Posts: 732
Western WA | Well, I got *some* response, which is what I was looking for. At least they are calling. They don't have info on the bike yet, they are saying they aren't getting communication from their Victory Rep. (Which is entirely possible - the customer isn't the only one that can be stuck waiting for updates.)
As I said, it's kind of a moot point right now. I'm going to be out of commission for a few weeks so they have time. Now, if it's not ready THEN, we are going to have a problem. 
I'll keep you guys posted. Thanks for the responses. |
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Jacksonville Florida | Today my dealer informed me that the Reginol Rep. informed them that my bike would absolutely positively be on the truck on Monday. And I have a bridge in Brooklyn for sale. |
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Visionary
Posts: 3204
Memphis | I always wondered who owned that bridge.
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Tourer
Posts: 550
Tacoma, WA | Breaker, I bought my Vision from them, and I recieved nothing but great service. The gal who sold me the bike is named Dee, and she was VERY informative, and helpful. There was another, however, who just plain didn't have a clue there. I do not remember his name, but he just didn't get that I was going through Dee, and called me AFTER I had already purchased my Vision. I hope you aren't dealing with him!-----Metalguy |
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Cruiser
Posts: 266
Stockton, Ca. | Well it seems supply and demand are still an issue. This is something we original depositers experienced when the first bikes were supposed to be delivered. I had a deposit laid down last February knowing that no bikes would be available until October or November. The first bikes shipped were not the Premiums as ordered which created a lot of frustration. Here we were with deposits for 9 months or more and they were sending bikes out that nobody ordered. Deposit customers were waiting while someone else could walk in off the street and buy a base model never having left a deposit. Lots of us struggled early on getting good communication and most of that was due to Victory's lack of communication to the dealers. After speaking with the Victory Rep I was told they were planning something special for the deposit customers but nothing more was ever heard about that. Now that we finally got our bikes it is another waiting game to accessorize.
With all of that said I have to add, now that I do have the bike it was well worth the wait! With every ride it just gets better! Wish I had a Stage 1, level 2 exhaust... :-) |
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Puddle Jumper
Posts: 13
Omaha | Breaker
I have to commend you, FWIW, on your handling of this on-going matter. You certainly have a legitmate reason to be upset. Lack of communication, especially when dealing with a customer who has made a substantial monetary investment, is inexcusable. How hard is it to find a few minutes in one's day to place a phone call you had promised a customer?
You stated that you are a patient person over the phone and I even get that feeling reading your posts here. You're not one to make a big scene just want to be shown some respect and common courtesy. It sounds as though you may have found the "bad apple" at this particular dealership. Hopefully once you get your Vision the service department will be able to satisfy your needs and you won't have to deal with this salesman anymore.
Almost all of us waited for our Visions to arrive. We received several "updates" which inevitably pushed back the date we finally took posession of our bikes. As stated earlier in this thread.....it brought out the worst in many of us. I would just like to commend you on your handling of this matter and I know once you take delivery and get out on the road some salesman back at the dealership will just be a distant memory.
I can also sympathize with you having to recover from a surgery before you can ride again. After seeing the weather finally warm up, getting the Vision all ready for the '08 riding season, planning several rides to meet up with old friends....etc.....Friday I fell and broke my ankle.......So my riding season is in limbo right now. You guys will have to keep me going with your accounts of all things happening in the Vision world.
So heal fast and hopefully the Vision will be waiting and ready when you are! You don't just have to take my word for it......the Vision experience will more than make up for all the hassles you've encountered along the way. Good luck.
Ride safe........ |
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Jacksonville Florida | SongFan, I also have some high and dry property for sale here in Florida if you are interested. May GOD have mercy opon my enemies, because I won't. Gen. George S. Patton Jr. |
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Jacksonville Florida | SongFan, I also have some high and dry property for sale here in Florida if you are interested. May GOD have mercy opon my enemies, because I won't. Gen. George S. Patton Jr. |
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Dealer delivery - Opinions please