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Iron Butt
Posts: 1158
Richmond, Virginia | ok, i posted as direct a topic in the subject line as i could.
Here is my beef,
My dealer just got back from the preview show and could not answer the questions that I asked them about some of the new parts fitting on 09 bikes etc. They as appropriate, contacted
their guy from Victory WHO ALSO DIDNT KNOW THE ANSWER.
Ok, im not faulting any of them for not knowing the answer. IM cool with that.
So i decided to cal Victory/Polaris CUSTOMER SERVICE number <-- usually meaning a person
specifically placed within a company to ANSWER QUESTIONS and HELP those that purchased
that manufacturers products ie, PAY THEIR SALARIES.
What I got was a woman who 1. also couldnt answer my questions, even when she put me on hold to ask "someone else". But what griped my ass the most was that she pretty much finished off every friggen statement she made with " Sir, you should probably have gone through your dealer and their dealers network to find out these answers." She said it like 5
times through the conversation. As politely as I could i responded "well MAAM <--(substitute another word starting with B), my dealer and their dealer network COULDNT FIND THE ANSWER EITHER, thats why i am coming to YOU since YOU are here to ANSWER QUESTIONS. Realizing in quick time, that I wasnt getting anywhere with this woman,
i just ended the call. Victory either needs to shut down the consumer customer service
system or understand its need and purpose and put real energy into training people to answer the questions and help them, instead of re-directing them somewhere else. In this economic year, customer service is what keeps all of us in business, I give Polaris an F. |
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Visionary
Posts: 1290
Ruskin, Fl | At least you could understand her. The only thing worse is a foreign accent not being able to answer you questions. |
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Cruiser
Posts: 104
Plainfield Illinois | Perhaps the person you were communicating with felt you were antagonistic. Whether she did or not, now one side of the argument is plastered with capital letters in a forum that we all know is read by Victory engineers. Gee, I bet they won't feel like going out of their way to help you next time either.
She gave you a typical response five times and you realized quickly that you weren't getting anywhere so you hung up on her.
There's always two sides to an argument.
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Iron Butt
Posts: 725
Reno County, KS | What I don't get is how someone can have the aucacity to get pi$$y with you on the phone because it's evident that they have failed as a C/S agent. I don't even wanna get started in bashing Polaris reps at this point because I will fume about it all day. Needless to say; I have had 2 similar experiences with Polaris direct. It is pointless to let them transfer you. It seems their jobs are to answer the phones and MAYBE get you a phone number to a knowledgable dealership. Anyway, I'm going to let this go without too much detail. I'm hoping they can turn their reputation around in this area some day before I decide it's not worth dealing with the brand anymore. I just keep thinking the Vision's a great bike, the Vision's a great bike until I feel better. |
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Tourer
Posts: 332
Dale, Indiana | Yeah that's all act like we are more enlightened and make the Victory customer the bad guy!
Maybe he should have said.
"Nice lady please could you help me?"
When she says she can't.
We then need to send her 2 free meal tickets to Cracker Barrel.
We still won't have an answer.
But we sure can be all proud of how nice and enlightened we sounded!
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Cruiser
Posts: 170
Houston, TX | It's been my experience that most CSRs (Whatever Industry) probably didn't finish High School, since most cannot answer simple questions. |
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Tourer
Posts: 548
Mount Vernon, WA United States | I usually don't get into this, but as I AM a Customer Service Professional... yes.. that's a real career... and I've been at every level. From bench tech to program manager to service desk, help desk, managers of service desks and help desks, and eve written software for call centers... there IS two sides to the story.... BUT THAT's NOT the POINT.
The problem is simple.. the solution.... not so much.
The Problem in this case is... the Customer wants answers and the Company has not supplied those particular answers to those who will be contacted. This is the perfect no win situation. There is just no way out of this. Customer is pissed, Customer Service rep is frustrated. I can guarantee you... the LAST thing she thought of that day was.... Hmmmm let me see how many times I can answer the phone and not know the answer. The Customer's thoughts...were not.. Let me see how many people I can talk to and not get an answer...
It's a no win, no way no how.
Now... there's things that can be done on both sides.. On the company side.. Normally a service desk is set up with people to answer the phone and then 2nd tier support (or another name) for the people that can resolve or find harder information. The ratio is different in each company. One 2nd tier to every 10 call techs. 2 reps to every 20 call techs... etc.. The difference in salary?? In the IT industry there's roughly $80K per year difference on average between the "call taker" and the "expert". And... this still does NOT eliminate the possibility that the 2nd tier tech... MAY NOT HAVE THE ANSWER EITHER  ((((
So... bottom line... it comes down to numbers. If the call techs answer 90% of the calls in a satisfactory manner... Sorry you were in the other 10%... but I'd rather they spend more money of building bikes, than charging me more money to ramp up their Customer Support.
For What it's Worth... In a system like Victory where they do EVERYTHING through the dealers, I would have called another dealer or two FIRST. If a FEW dealers don't have your answer.... there just isn't an answer... that's available. There may be one, but unless you drive to Spirit Lake and start interviewing every employee.... if more than one dealer doesn't have the info... neither does anyone in customer support.. If it's like most manufacturing companies... they all get the SAME information at the SAME time.
Just my 2 cents... |
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Cruiser
Posts: 72
Eden Prairie, MN | Why get yourself all worked up over an accessory?
Something that might work is to ask your question here. Like someone above said, there are people from Victory or know people who work for Victory monitoring these blogs, you might just get an answer. I've seen a lot of problems solved here and the VMC by people just asking the question. I think everybody here wants to help.
So far all I see is venting followed by a lot of sarcasm. Whats the point of that?
I'm just trying to figure out how a company (Victory) can be rated highest in customer satisfaction 3 years in a row by providing CS like you describe it.
It is clear Victory wants people to resolve things at their dealer. There are hundreds of dealers and probably only one or two people responsible for the accesory you have a question about. I'm guessing that most customers go to their dealer first where they SHOULD have the information. If they don't, I think the DEALERS will be able to get the answer for you quickly.
Finally, I believe that that poor person answering the Phone SHOULD be able to get you a call back. Did the person tell you they will have someone call you? If so, did they give you a time frame when you could expect a call? If not, Did you ask if she could have someone call you back? Did you leave them any contact information? These are things that I do when I'm trying to get help with other companies. They don't always work, but they work way more often than brow beating and hanging up.
Don't misunderstand me, I've blown up at the wrong people too many times, thats where I learned it doesn't work very often.
I hope you get your answer. Ride safe.
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Cruiser
Posts: 297
VA | Miles, I understand your point as well. I have also worked CS, and I have a degree from college. I agree that CSR's don't have all the information. However, Victory's CS is not really customer service. I called twice, for two different answers. Both times, the answer was "go through your dealer." Well, that isn't really helpful. I forget the exact questions I had, but good customer service will know something. I agree that I would rather they spend money on building bikes, but they also should commit something to helping customers. It is even worse with their online contact us, because the only response is to go to the dealer. I was trying to give a suggestion for improvement, not complaining about anything or wanting an answer.
My bike is great, I love it, but the attitude towards the customer could be improved. Actually, I think the attitude towards the dealers could be improved as well. They should be a little more forthcoming and responsive to the dealers so that a question posed to the dealer does have a way of being answered. I don't think they get more support than consumers do. Just my impression from talking to some of the employees at the dealers as well.
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Cruiser
Posts: 193
Buford, GA United States | Sounds like you are coming off the Victory Christmas list and since I have been really good this year I hope I get all you stuff from now on!!! |
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Visionary
Posts: 1436
| I wasn't real pleased with Victory's customer Service either when I was referred to them. Actually sounds like the same gal I talked to.
I'm sure there is some validity to what Miles posted, but not really what one wants to hear when they call for assitance.
As to whether Victory is reading and might remove someone from their mailing list, lmao..... Thats just funny. |
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Visionary
Posts: 8144
New Bohemia, VA | Victory has a customer service line? |
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Cruiser
Posts: 99
Kansas City, Ks | I work with customers all the time.. For me, it's a matter of pride.. You can't "train it", can't "ask for it" you can only hope that person that you put in place is one that will project it with what they do.
If the answer is not available to them they should have a contact list that does. I'm sure that if someone would have said "I don't have the answer, let me get your phone number, research this and call you back with the answer.." I don't care how busy your CS lines get, how many calls, take care of the customer and they will,in turn take care of you.
The more that is bought from your company, the more money that compnay makes, the better chance that they can afford to pay you... etc...........
Edited by Blue Demon 2009-08-01 11:09 PM
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Visionary
Posts: 1324
So Cal | varyder - 2009-08-01 8:18 PM
Victory has a customer service line?
They have it but its broke, just like everything else victory has that is customer oriented. |
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Cruiser
Posts: 74
shakopee , Mn | Went to the online catalogue, and lo and behold the new center stand desc. says it fits all Visions.
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Cruiser
Posts: 204
guelph ontario | Center stand is not available however untill November. |
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Iron Butt
Posts: 742
North Orange County CA | Probie - 2009-08-02 6:06 AM
Center stand is not available however untill November.
Victory is gonna need a lottery system to keep people from killing each other to get the center stand.
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Iron Butt
Posts: 1158
Richmond, Virginia | Having read all of your posts, let me clarify my standing so that s o m e of you have a clearer picture.
I work with the public every day in a retail environment where our average customers are spending 3,000 and up for a purchase.
DO NOT assume that I dont understand patience, respect, and gratitude for others who do similar yet different CS work then I do.
The fact that I chose to CAP certain words in my post was for YOUR benefit since you cannot hear voice tone and inflection in typed
discussions. That in no way means that I spoke discourteous or disrespectful to her, nor did I hang up on her. In fact our
chat was quite pleasant through out its entirety. She apologized several times for not having those answers , BUT did end each of those
apologies with the repetitive statement " your dealer should have gone through their network blah blah blah" I understood
that she cannot be responsible for what she is taught about a product she "customer services". You are only as good as the knowledge you are given. I think some of you missed the point. It was NOT that she did not know the answer, (re-read original posting
and you will see that i stated, "I was ok with that" . The point of the post was the usefulness/uselessness of a department dedicated
to Customer Service, which actually offers little to no Customer Service. You know guys, it doesnt take a rocket scientist to understand that Polaris/Victory doesnt want to field GENERAL questions from John Q Public. That is a waste of their time, but when someone has gone through their dealer, and their "dealers network" <-- whatever the heck that is, and STILL HAS NO ANSWER for a technical question, to me (not a rocket scientist), this is precisely what a CUSTOMER SERVICE LINE is for.
Im pretty tired of the apparent problem we have with many things Made In America, great concept, good build, poor back up.
When American Made finally learns that future sales are always based on previous satisfaction and consumer happiness, more money will stay in this country instead of going to Japan/China and Bangladesh fyi I dont hang up on anyone, its not my style
Edited by VaParadox 2009-08-02 10:27 AM
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Visionary
Posts: 2027
Brighton, TN | Did he just hang up on me? Anyone? I think he did? Feeling so lonely and obsolete! Can I get a confirmation on whether or not he hung up on me? There's a dangling sentence and no Good bye, Have a nice Victory Day! What do you think, did he?
Oh, no he did'nt! That is not the way this works, capital letters and all, oh Stop the Yelling!! My sensitivity meter has now pegged and I must go back to the barn and reclaim some manhood. I know, I have a battery charger, hook it to two separate parts of my anatomy and wa-la I should be recharged.
But in all seriousness, BWAHHHAAHHHAAA, BBOOOHHHOOOO, Gurgling mass of drool. Kirk speak, "I (pause), I just have to make it (pause) a, a few more feet!" |
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Tourer
Posts: 548
Mount Vernon, WA United States | VaParadox - A couple of things sprang out from your post to me, that while I certainly can't help... I can provide a perspective..
- "BUT did end each of those apologies with the repetitive statement " your dealer should have gone through their network blah blah bla"
May be a requirement on her part. She's likely being monitored, that might be the requirement. It's not that she didn't understand that you already knew... She (or he) may not be allowed to say anything else. They may not be allowed to say "i'll look it up and call you back".. We are just guessing at the purpose.... Is it even really a "customer service" line? What is their reason for the line?
Which brings me to this... and again.. I don't know the answer... just offering another perspective...
"when someone has gone through their dealer, and their "dealers network"....... and STILL HAS NO ANSWER for a technical question, to me .....this is precisely what a CUSTOMER SERVICE LINE is for. " Operate phrase "to me" or to you..  The Customer Service line may be precisely to direct people to their Dealer. That may be the "purpose." So when someone calls, as many do, they are directed to someone who "should" be able to help. Remember the ONLY customers Victory has ARE dealers. We all are Customer of our dealers. Granted that's fuzzy... but it would be irresponsible for Victory to not have ANY contact line.... so... they set up a call desk with the express purpose of directing calls to the dealers.. This may not be the set up, but it sure seems like it for the past 8 years I have been reading about things on message boards and the few calls I made.
Again... what does this do for you.... nothing... Sorry... You still need an answer, or at least want one. I would call other dealers. We "web site" may not have any influence on more information being passed along, but if several Dealers (read Customers) call Victory and ask the same question... Eventually whatever it is will be passed to them. They are the customers that pay the bills. I know that's harsh... and again... it sucks to be frustrated... but it seems they are set up for customers to talk to dealers..
FWIW... there is one way to become a customer without buying a dealership. Buy stock. Even one share gives you a voice, although not a big one... it does put you in a better position to be listened to.
FYI and FWIW... I don't like the Victory service model. But... it is what it is... and who am I to argue with what allows them to build the best motorcycles around at a reasonable cost to us. They get their JD Powers awards in Customer Satisfaction... not Customer Service.. That's just fine with me... I'll take a better product over better service ANY day...
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Cruiser
Posts: 72
Newberry, Mi. | IMO, anyone who actually expect good C.S. is either very lucky or has their head.......buried in the sand. I don't think I have ever had a single CS experience that went well. All I expect of these, generally low paid employees, is to have my information passed on to someone who can help, or some kind of an issue number for reference later. |
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Cruiser
Posts: 72
Eden Prairie, MN | VAParadox.
I would still like to hear your fitment question. Do you want an answer, or just want to rant? |
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Tourer
Posts: 332
Dale, Indiana | Well I learned one thing.
If I ever call Victory I won't post it here!!
Some people spend so much time trying to read between the lines, they didn't read the lines. |
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Tourer
Posts: 548
Mount Vernon, WA United States | rainmaker - 2009-08-02 9:22 PM
VAParadox.
I would still like to hear your fitment question. Do you want an answer, or just want to rant?
+1 |
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Cruiser
Posts: 297
VA | Miles, I have heard this before, that Victory's only customer are their dealers. However, I think that even in this they lack good customer service skills. I have heard dealers complain that they can't get answers to their questions as well. Now, Victory is still a small company compared to let's say Harley Davidson. I wonder, is their customer service any better to the consumer? Curious to know the answer to that question. But, I will say, that customer serive reps should have some way of escalating the call, or getting someone to call them back. Even if that is getting a dealer to call them back with the answer. I have had recent issues with Comcast, which is a cable/internet company in my area. I think that they just want to get you off the phone in the hope that you won't have the follow through to call back. That is somewhat similar to what Victory does. Telling them to go through the dealer network is just a way of getting them off the phone.
I believe customer service is dead. The few times that I got good CS was when I talked to an individual that actually seemed to care, and he or she took some iniative to get my problem resolved. I think you are correct that Victory may have set that line up strictly to refer people to a dealer. Either way though, I would think Victory would want to try to improve this aspect of their company, if for no other reason to stand out from all the competition that is out there. |
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TOTALLY USELESS VICTORY CUSTOMER SERVICE Line
