Disappointing Customer Service...
After purchasing a new rear tire, tube, and rim band, (plus installation), on July 1 ,2017 at Triple S Harley Davidson, Westover WV, I proceeded on my vacation trip to Charleston SC (July 6, 2017).
On I-77 S near Rock Hill SC, I experienced a rear flat tire at 70 mph in congested traffic, (yes, the new one). After calling a flatbed tow truck, and removing my Dyna Super Glide Custom from a roadside concrete culvert, my bike was towed to the nearest Harley dealer in Rock Hill. Being after hours, the tow truck operator dropped me at a local motel.
Next morning, I met with the South Carolina Harley Dealer (Cox's Harley Davidson), Service Advisor who agreed to service my bike first since I was a "traveler". After the service tech had installed a new tube and rim band, (same tire), the technician stated that the flat was due to a pinched inner tube or "Pinch Flat". The Service Advisor agreed and signed his name on the work order and added the words "tube was pinched".
After my return, I met with the Service Manager at Triple S to discuss the incident. After producing my overnight lodging and repair bill of $298.60, (tube was provided for examination), the Service Manager stated that the tube did not have the typical "two fang" snake bite appearance of a pinch flat. I also told him that my bike was now shaking to the point that my hands would turn numb after 30 minutes of riding. He said that it was probably due to a lost wheel weight and out of balance.
A speakerphone call was made in my presence to the Cox's Service Manager who made the repair. The Triple S Sales Manager stated that my bike had traveled nearly 600 miles since the installation and that the pinch flat would have occurred before then. Cox's Sales Manager stated that it could look like a snake bite, but he had just paid the expenses of one of his OWN customers experiencing a "pinch flat" in Myrtle Beach SC.
After the Triple S Sales Manager returned from the General Manager's office, I was told that they would reimburse me for approximately half of my expenses. I refused, saying that ALL of the expenses were legitimate and needed to be paid, and that the amount was not "negotiable". After returning again from the GM's office I was told that even though they appreciated my past business, no more could be done. With a gentleman's handshake, I left the dealership.
IT'S KINDA SAD that Triple S would not believe one of their own customer's experiences, but would also NOT take the word of a fellow Harley Davidson dealer. Where's the trust and "customer service" here? At least now I know where NOT to go for future purchases or service... read more
