From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous casting. We know the head is leaking oil and believe Victory's statement of needing a new head to repair the leak. Victory is refusing to pay for a new head because the bike is out...
of both standard warranty and the extended warranty. All of this is documented in the Ask Polaris case that the customer attached. The bike has been in our service dept 10 times for various service work as I will list below. The real issue for Victory and us is we only have a request about the oil leak after the bike was out of warranty. I understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the head. I know he feels that the head is a bad part and should be covered. We are totally good with helping the customer get a head at our cost and do the labor at a discount. We did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new head. I don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the head. We are not the manufacture and did not cause the oil leak he is complaining about. We did try every source we have to get Victory to help him and do understand his frustration. Here is the list of repair orders and a brief statement of what was done-most are normal maintenance items. Even the extended warranty ended on 9-30-14.
R.O. 124061 1st service 7-03-09 �...⇄ 148400 New rear tire 8-30-12
R.O. 128672 unit dies-fixed under warranty 3-17-10 R.O. 149054 Leaking forkseals 9-28-12
R.O. 138326 10K service 6-10-11 �...⇄ 156968 New Cable 8-21-13
R.O. 139618 New Tires 7-30-11 �...⇄ R.O. 177513 Oil change and check for oil leak 12-15-15(this is ...⇄ R.O. that mentions an oil leak on the head)
R.O. 141050 New Clutch cable 10-21-11
[redacted]ATTACHMENT HAS BEEN REDACTED BY Revdex.com[redacted]
Dear Sirs; It is with a heavy heart at which I have to write this letter. I have been and continue to be a Victory motorcycle owner, not only the motorcycle in question, case number [redacted], but also a Cross Country and most recently a Slingshot. Over the years I have been an ambassador for Victory motorcycles. I cannot put into words how disappointed I am with Polaris/Victory. There is an obvious manufacture defect in the casting of the front cylinder on the 2008 Victory Vegas, as indicated in your own factory report, and yet you refuse to acknowledge this fact. This motorcycle was indeed brought into Carl’s Cycle during the warranty period. I personally brought the motorcycle in twice (8/19/13 and 10/09/14) during the warranty period. On both of these occasions, I asked service to look at this oil leak, or whatever it was. On both occasions I was told it was possible road debris, it was not a leak of any kind. Nothing to be worried about, keep riding. Sounds like all decisions are being based on the fact a Carl’s Cycle Sales employee at the time didn’t document his work or actions he did regarding this particular issue. Carl’s is not without responsibility or ownership on this case. Again in December, 2015, we requested a technician to inspect the oil leak. It was not until we insisted that this was not road debris a dye was used to show the leak. This is a manufacture defect, regardless of miles, time, date, etc. This is porosity and does not have any bearing variable on time or mileage. The fact we are being disregarded over time/mileage is absolutely gross and insulting. Carl’s Cycle Sales agreed 100% the porosity is a manufacture defect and has been there since day one, irrelevant of time/mileage. Said Polaris needs to take care of the defective cylinder and they would do the service. Relevant or irrelevant to you, I am a three tour veteran of Vietnam and it means a lot to me in buying my motorcycle “made in the USA”. It makes me sick Polaris will not stand by its product that is an obvious manufacture defect. The best form of advertisement is word of mouth,. I want to assure Polaris they will be receiving a tremendous amount of free advertising from myself and many others if you do not stand by your product. You obviously know there are other avenues we can take to resolve this issue, but will not pursue them unless there is not a favorable response from you. Look forward to hearing back from you soonest.[redacted]
[redacted] [redacted]
pictures of cylinder leak attachedcopy of customer satisfaction surveycc: Carl’s Cycle SalesCUSTOMER SATISFACTION SURVEY RESPONSE 7/18/16At this point I am very disappointed in Polaris/Victory concerning my 2008 Victory Vegas. It has had an oil leak in the casting of the front cylinder and I have had this in to Carl’s Cycle several times to have it looked at under time of warranty. At time of purchase we purchased the extended warranty (it does not show this on the response paperwork from Polaris). Several mechanics have looked at this and all thought it was road debris or other issue. This is the first purchase of three products from Polaris/Victory. Your records will show I purchased a Cross Country Tour and traded that for my newest purchase of a Slingshot.I have been over the years an ambassador for Victory products but am very disappointed that Polaris will not take responsibility for manufacture defect in the cylinder casting (case #[redacted]). I do not understand how you can say this is not a manufacture defect and you are not going to make it right with the customer. This apparently is not on your records because the techs did not write up the issue every time I brought it into the dealer to have this oil leak investigated.I am very disappointed with Polaris.ADDITIONAL FEEDBACKI hope Polaris/Victory will further investigate this matter and confer with the now service manager at Carl’s (Tom), he is very aware this has been an ongoing matter.
From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous casting. We know the head is leaking oil and believe Victory's statement of needing a new head to repair the leak. Victory is refusing to pay for a new head because the bike is out...
of both standard warranty and the extended warranty. All of this is documented in the Ask Polaris case that the customer attached. The bike has been in our service dept 10 times for various service work as I will list below. The real issue for Victory and us is we only have a request about the oil leak after the bike was out of warranty. I understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the head. I know he feels that the head is a bad part and should be covered. We are totally good with helping the customer get a head at our cost and do the labor at a discount. We did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new head. I don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the head. We are not the manufacture and did not cause the oil leak he is complaining about. We did try every source we have to get Victory to help him and do understand his frustration. Here is the list of repair orders and a brief statement of what was done-most are normal maintenance items. Even the extended warranty ended on 9-30-14.
R.O. 124061 1st service 7-03-09 �...⇄ 148400 New rear tire 8-30-12
R.O. 128672 unit dies-fixed under warranty 3-17-10 R.O. 149054 Leaking forkseals 9-28-12
R.O. 138326 10K service 6-10-11 �...⇄ 156968 New Cable 8-21-13
R.O. 139618 New Tires 7-30-11 �...⇄ R.O. 177513 Oil change and check for oil leak 12-15-15(this is
...⇄ R.O. that mentions an oil leak on the head)
R.O. 141050 New Clutch cable 10-21-11
[redacted]ATTACHMENT HAS BEEN REDACTED BY Revdex.com[redacted]
Dear Sirs; It is with a heavy heart at which I have to write this letter. I have been and continue to be a Victory motorcycle owner, not only the motorcycle in question, case number [redacted], but also a Cross Country and most recently a Slingshot. Over the years I have been an ambassador for Victory motorcycles. I cannot put into words how disappointed I am with Polaris/Victory. There is an obvious manufacture defect in the casting of the front cylinder on the 2008 Victory Vegas, as indicated in your own factory report, and yet you refuse to acknowledge this fact. This motorcycle was indeed brought into Carl’s Cycle during the warranty period. I personally brought the motorcycle in twice (8/19/13 and 10/09/14) during the warranty period. On both of these occasions, I asked service to look at this oil leak, or whatever it was. On both occasions I was told it was possible road debris, it was not a leak of any kind. Nothing to be worried about, keep riding. Sounds like all decisions are being based on the fact a Carl’s Cycle Sales employee at the time didn’t document his work or actions he did regarding this particular issue. Carl’s is not without responsibility or ownership on this case. Again in December, 2015, we requested a technician to inspect the oil leak. It was not until we insisted that this was not road debris a dye was used to show the leak. This is a manufacture defect, regardless of miles, time, date, etc. This is porosity and does not have any bearing variable on time or mileage. The fact we are being disregarded over time/mileage is absolutely gross and insulting. Carl’s Cycle Sales agreed 100% the porosity is a manufacture defect and has been there since day one, irrelevant of time/mileage. Said Polaris needs to take care of the defective cylinder and they would do the service. Relevant or irrelevant to you, I am a three tour veteran of Vietnam and it means a lot to me in buying my motorcycle “made in the USA”. It makes me sick Polaris will not stand by its product that is an obvious manufacture defect. The best form of advertisement is word of mouth,. I want to assure Polaris they will be receiving a tremendous amount of free advertising from myself and many others if you do not stand by your product. You obviously know there are other avenues we can take to resolve this issue, but will not pursue them unless there is not a favorable response from you. Look forward to hearing back from you soonest.[redacted]
[redacted] [redacted]
pictures of cylinder leak attachedcopy of customer satisfaction surveycc: Carl’s Cycle SalesCUSTOMER SATISFACTION SURVEY RESPONSE 7/18/16At this point I am very disappointed in Polaris/Victory concerning my 2008 Victory Vegas. It has had an oil leak in the casting of the front cylinder and I have had this in to Carl’s Cycle several times to have it looked at under time of warranty. At time of purchase we purchased the extended warranty (it does not show this on the response paperwork from Polaris). Several mechanics have looked at this and all thought it was road debris or other issue. This is the first purchase of three products from Polaris/Victory. Your records will show I purchased a Cross Country Tour and traded that for my newest purchase of a Slingshot.I have been over the years an ambassador for Victory products but am very disappointed that Polaris will not take responsibility for manufacture defect in the cylinder casting (case #[redacted]). I do not understand how you can say this is not a manufacture defect and you are not going to make it right with the customer. This apparently is not on your records because the techs did not write up the issue every time I brought it into the dealer to have this oil leak investigated.I am very disappointed with Polaris.ADDITIONAL FEEDBACKI hope Polaris/Victory will further investigate this matter and confer with the now service manager at Carl’s (Tom), he is very aware this has been an ongoing matter.