Mathews Harley-Davidson is willing to polish saddlebag lid at Mathews HD expenseMathews Harley-Davidson is not accepting faultMathews Harley-Davidson is not willing to replace saddlebag lid [redacted] is a valued employee since He has permission to act on behalf of the company should customer wish to correspond with ***
Customer dropped motorcycle off for service on Thursday, 2/22/and picked it up on the afternoon of Saturday, 3/3/Motorcycle was in service department for routine maintenance which requires removal of saddlebags to properly adjust belt tensionIt would be that Mathews HD removes
saddlebags for the duration of time that motorcycle is in service department and rests them on a padded blanket in the upright position on a shelf out of the wayThe motorcycle was ridden a total of three miles (prior to and after work was completed) and saddlebags were not installed at either test rideMotorcycle was washed as a courtesy to customer and the saddlebags were not on motorcycle at time of washMathews HD has extensive video coverage of all aspects of the service building and it's surroundings via high resolution camerasEach time the motorcycle moved within the service department was captured and reviewed in depth as a result of complaint received by customer on Tuesday, March 13thNote - complaint reflected problem occurred on Saturday, 3/10/when motorcycle was not in our possession, and, that customer talked to company on Monday, 3/12/Mathews HD is open Tuesday - Saturday from 8:30am to 5:30pm and is closed on Sunday's and Monday'sPerhaps customer is confused as to when he expressed his complaint to dealership.Customer called and stated he had recently picked up his motorcycle from service and has now discovered problems with the integrity of our workAfter expressing his concerns he asked "what are you going to do about it?" - Mathews HD requested pictures to get a better understanding of the concernsThere were three concerns specified:1) Customer stated we left bare wires exposed on the right side of his bike as a direct result of removing his battery for diagnostics.2) Customer stated the top of the right saddlebag is scratched and appears to have been keyed.3) Customer stated there are swirl marks in his front fender that were not present when he dropped of his bike.Pictures were received and email was sent by Mathews HD acknowledging receipt of pictures and that we'd be in touch with customer shortly.Mathews HD looked into customer concern and gathered info needed in order to compose respectful replyPrior to responding to customer via email, customer came to the dealership.Customer was welcomed to the service department and the following was reviewed:1) Concern - Bare Wires - The wires which customer referenced are for the neutral indicator switchIt would be that the wires are coated with insulation covering the copperThe wires are fed into a conduit (larger sleeve) which is not intended to mate up against the neutral indicator switchCustomer was shown multiple motorcycles in the service department that were comparable to his picture of what he felt were bare wiresAfter reviewing other bikes in service, customer understood that the neutral indicator switch has nothing to do with battery diagnosticsMathews HD understands his concern, however, the appearance of his neutral indicator switch wires would be considered a proper representation of the brand.2) Concern - Scratched Saddlebag Lid - The padded shelves where saddlebags rest during service procedures was pointed out to customerVideo footage was reviewed which showed employee removing saddlebag and placing it on the shelfCustomer was not satisfied with the clip that he viewedCustomer insisted he saw employee scratch the saddlebag upon removal in the video feed and said, multiple times, "look - he scratched it and he's showing the other guy now"Mathews HD did not feel that reviewing further coverage would be a good use of anyone's time as customer had his mind made up that Mathews HD was responsible for scratching his bags - regardless of documentation otherwiseAt this time customer Mathews HD ended the video coverage and stated that we were done looking at it as it's a mute point and suggested that we agree to disagree on the matterCustomer exited the dealership through the front door while employee *** encouraged him to have a nice dayMathews HD does not accept responsibility for scratching the saddlebag.3) Concern - Swirl Marks/Front Fender - Customer did not provide any pictures and said he could "let the fender go" and that he didn't intend to pursue his concerns related to the fender.Later in the evening, customer sent another email with the following message: "Thanks for showing me your video of removal of my bagBut you failed to show me the reinstallGoing off your aggressive hostilityIt appears you didn’t want to and are hiding something. You leave me no choice but to make a small claim at the court house."Mathews HD replied to the email with the following message: "I elected to ask you to leave when you wanted me to see something that wasn’t there.....“Look - He’s showing the other guy the scratches now”...I have nothing to hide.Here is a view at 4x the speed which shows the amount of attention we gave your bags prior to putting them back on.I don't expect you to appreciate this video or the cleanliness of our service departments floorWe have pride in our work and have no problem acknowledging when we’ve done wrongMistakes happen.Meanwhile, it’s nearly 7pm and my kids need dinner....Perhaps I may spend more time recording video of other camera views tomorrowHowever, I don't foresee any footage to be acceptable to you at this pointSo long as you’d like to insist we did wrong, and say that I was aggressive and hostile, it may be best we agree to disagree.Respectfully, *** Mathews HD."On Wednesday, March 14th, employee *** reached out to customer by phone as it was bothersome to him that customer wasn't responsive to the encouragement of a good evening the night before*** stated to *** that he attempted to reason with customer and offered to take a look at his saddlebag lid to see if we could polish out the scratchesCustomer said he wouldn't come back to Mathews HD*** offered to meet customer in the parking lot to assist him in getting his saddlebag back to acceptable conditionCustomer declined.In summary, Mathews HD does not accept responsibility of the scratched saddlebagIn good faith, employee *** (who has worked for the Mathews HD family since 1994) offered resolution and it was declined by customer.Customer accepted delivery of his motorcycle at the time of pick up from Mathews HD on 3/3/and made no suggestion at that time that the condition of his motorcycle was not acceptableIt was after customer had possession of motorcycle for ten days that he expressed his concerns and asked Mathews HD "what are you going to do about it?". Mathews HD is not in a position to mail customer a check for $noting that the saddlebag lid could be replaced at a dealer cost of $
Mathews Harley-Davidson is willing to polish saddlebag lid at Mathews HD expense. Mathews Harley-Davidson is not accepting fault. Mathews Harley-Davidson is not willing to replace saddlebag lid. [redacted] is a valued employee since 1994. He has permission to act on behalf of the company should customer wish to correspond with [redacted].
Mathews Harley-Davidson is willing to polish saddlebag lid at Mathews HD expenseMathews Harley-Davidson is not accepting faultMathews Harley-Davidson is not willing to replace saddlebag lid [redacted] is a valued employee since He has permission to act on behalf of the company should customer wish to correspond with ***
I am rejecting this response because:
I’ll fix this damage elsewhere
Customer dropped motorcycle off for service on Thursday, 2/22/and picked it up on the afternoon of Saturday, 3/3/Motorcycle was in service department for routine maintenance which requires removal of saddlebags to properly adjust belt tensionIt would be that Mathews HD removes
saddlebags for the duration of time that motorcycle is in service department and rests them on a padded blanket in the upright position on a shelf out of the wayThe motorcycle was ridden a total of three miles (prior to and after work was completed) and saddlebags were not installed at either test rideMotorcycle was washed as a courtesy to customer and the saddlebags were not on motorcycle at time of washMathews HD has extensive video coverage of all aspects of the service building and it's surroundings via high resolution camerasEach time the motorcycle moved within the service department was captured and reviewed in depth as a result of complaint received by customer on Tuesday, March 13thNote - complaint reflected problem occurred on Saturday, 3/10/when motorcycle was not in our possession, and, that customer talked to company on Monday, 3/12/Mathews HD is open Tuesday - Saturday from 8:30am to 5:30pm and is closed on Sunday's and Monday'sPerhaps customer is confused as to when he expressed his complaint to dealership.Customer called and stated he had recently picked up his motorcycle from service and has now discovered problems with the integrity of our workAfter expressing his concerns he asked "what are you going to do about it?" - Mathews HD requested pictures to get a better understanding of the concernsThere were three concerns specified:1) Customer stated we left bare wires exposed on the right side of his bike as a direct result of removing his battery for diagnostics.2) Customer stated the top of the right saddlebag is scratched and appears to have been keyed.3) Customer stated there are swirl marks in his front fender that were not present when he dropped of his bike.Pictures were received and email was sent by Mathews HD acknowledging receipt of pictures and that we'd be in touch with customer shortly.Mathews HD looked into customer concern and gathered info needed in order to compose respectful replyPrior to responding to customer via email, customer came to the dealership.Customer was welcomed to the service department and the following was reviewed:1) Concern - Bare Wires - The wires which customer referenced are for the neutral indicator switchIt would be that the wires are coated with insulation covering the copperThe wires are fed into a conduit (larger sleeve) which is not intended to mate up against the neutral indicator switchCustomer was shown multiple motorcycles in the service department that were comparable to his picture of what he felt were bare wiresAfter reviewing other bikes in service, customer understood that the neutral indicator switch has nothing to do with battery diagnosticsMathews HD understands his concern, however, the appearance of his neutral indicator switch wires would be considered a proper representation of the brand.2) Concern - Scratched Saddlebag Lid - The padded shelves where saddlebags rest during service procedures was pointed out to customerVideo footage was reviewed which showed employee removing saddlebag and placing it on the shelfCustomer was not satisfied with the clip that he viewedCustomer insisted he saw employee scratch the saddlebag upon removal in the video feed and said, multiple times, "look - he scratched it and he's showing the other guy now"Mathews HD did not feel that reviewing further coverage would be a good use of anyone's time as customer had his mind made up that Mathews HD was responsible for scratching his bags - regardless of documentation otherwiseAt this time customer Mathews HD ended the video coverage and stated that we were done looking at it as it's a mute point and suggested that we agree to disagree on the matterCustomer exited the dealership through the front door while employee *** encouraged him to have a nice dayMathews HD does not accept responsibility for scratching the saddlebag.3) Concern - Swirl Marks/Front Fender - Customer did not provide any pictures and said he could "let the fender go" and that he didn't intend to pursue his concerns related to the fender.Later in the evening, customer sent another email with the following message: "Thanks for showing me your video of removal of my bagBut you failed to show me the reinstallGoing off your aggressive hostilityIt appears you didn’t want to and are hiding something. You leave me no choice but to make a small claim at the court house."Mathews HD replied to the email with the following message: "I elected to ask you to leave when you wanted me to see something that wasn’t there.....“Look - He’s showing the other guy the scratches now”...I have nothing to hide.Here is a view at 4x the speed which shows the amount of attention we gave your bags prior to putting them back on.I don't expect you to appreciate this video or the cleanliness of our service departments floorWe have pride in our work and have no problem acknowledging when we’ve done wrongMistakes happen.Meanwhile, it’s nearly 7pm and my kids need dinner....Perhaps I may spend more time recording video of other camera views tomorrowHowever, I don't foresee any footage to be acceptable to you at this pointSo long as you’d like to insist we did wrong, and say that I was aggressive and hostile, it may be best we agree to disagree.Respectfully, *** Mathews HD."On Wednesday, March 14th, employee *** reached out to customer by phone as it was bothersome to him that customer wasn't responsive to the encouragement of a good evening the night before*** stated to *** that he attempted to reason with customer and offered to take a look at his saddlebag lid to see if we could polish out the scratchesCustomer said he wouldn't come back to Mathews HD*** offered to meet customer in the parking lot to assist him in getting his saddlebag back to acceptable conditionCustomer declined.In summary, Mathews HD does not accept responsibility of the scratched saddlebagIn good faith, employee *** (who has worked for the Mathews HD family since 1994) offered resolution and it was declined by customer.Customer accepted delivery of his motorcycle at the time of pick up from Mathews HD on 3/3/and made no suggestion at that time that the condition of his motorcycle was not acceptableIt was after customer had possession of motorcycle for ten days that he expressed his concerns and asked Mathews HD "what are you going to do about it?". Mathews HD is not in a position to mail customer a check for $noting that the saddlebag lid could be replaced at a dealer cost of $
Mathews Harley-Davidson is willing to polish saddlebag lid at Mathews HD expense. Mathews Harley-Davidson is not accepting fault. Mathews Harley-Davidson is not willing to replace saddlebag lid. [redacted] is a valued employee since 1994. He has permission to act on behalf of the company should customer wish to correspond with [redacted].