CUSTOMER SERVICE SO AMAZING... IT ACTUALLY STUNNED ME
On Friday 09-09-2016 while riding from Central Florida to Western North Carolina on my 2012 Harley Davidson Street Glide I had a front wheel bearing failure at 6:15pm ... my heart sank as I thought my vacation riding mountain roads with friends could be coming to an abrupt end just as it was starting ... I googled " Harley Dealers Augusta GA " and found "Timms Harley-Davidson of Augusta" ... I called and told them the situation, their response was nothing short of absolutely stunning
They immediately asked where I was at and if I'd like them to come and pick me up .... I said yes please and within 15min or so Travis arrived in a company truck with an enclosed trailer to retrieve the bike and myself ... he was good natured, joked with me a little and assured me I was in good hands as he loaded up my bike ... my pangs of a lost vacation due to a mechanical failure were already beginning to ebb , upon arrival to the dealership I was greeted by Peewee ( service advisor ), Peewee checked to see if the parts needed were in stock had my service order with cost estimate completed within a few minutes of my arrival ... and then he said the magic words "I'll have your bike fixed before 10am in the morning" ... I almost fainted ... he was telling me that my vacation was saved !!! Peewee then asked if I'd made hotel reservations ... I said my riding companions had but I wasn't certain where ... Peewee said well find out and I'll have Travis take you there ... while I was waiting for the hotel address I asked Peewee if I could grab my saddle bag liners he said, "of course" ... my bike was sitting just inside the service drive and as approached it I noticed they already had the parts needed sitting on seat ... as I was getting into my saddlebags Mike Spare ( tech ) approached me and said he would be in early to make the needed repairs, I no sooner had thanked Mike when Travis magically appeared asking if I was ready for a ride to my hotel. On the way, Travis asked if I would need a ride back to the dealership in the morning. I thanked him and said I'd get one of my riding companions to drop me off.
The next morning I was at the dealership just after 9am ... I was early and took the time to walk around the facility it was well laid out, comfortable, easy to navigate, as I meandered thru I was warmly greeted in every dept. apparel, bike sales .. Even the gentleman cleaning the restroom greeted me.
About 9:20am Mike Spare saw me in the parking lot near the service drive ... he told me he'd just finished test riding my bike and it was ready to go ... Peewee completed my paperwork and had me on the road by 9:30am
I cannot even begin to express my gratitude to Peewee, Travis, Mike Spare and all of the staff at Timms Harley-Davidson of Augusta ...
Thank you,
Paul Larson read more