I went to my local Harley Davidson dealer (ZIPS) today to get new tires for my Fat Boy. "Local" is relative as this dealer is over an hour away from my house. There is another dealer which is about 10 minutes closer, however, I've always chosen to go to ZIPS. I've been going there for many years. Ownership and personnel has changed alot over the years.
Two tires with installation was set to run between $700 and $800. Outrageous, however, anything related to Harley Davidson is........... pricey. I arrived at 9am and waited over three hours for the job to be finished. As the service manager walked toward me to let me know the bike was ready I could sense "something" was wrong. He asked me to follow him to the service area. That was unusual since I have never been back there. Typically when the bike is done they pull it out front, washed and ready to roll. Not today.
I have detachable leather bags on this bike. The bags are locked into place with a small knob that twists onto a cam securing them to the bag frame. I like to ride without bags when I can. My rear seat/sissy bar is detachable as well as I am riding alone 99% of the time. If I am on the road and a girl wants a ride, she sits on the rear bumper. The bags cost approximately $1000.
When the technician was working on the rear tire he had to take the bags off. When he put them on one of the locks was not completely secure. He took the bike for a test ride after the tires were installed. The bag that was not properly secured fell off. He did not realize it until he returned, however, when he did he rode back and located the bag. He was embarrassed and frustrated. The service manager was professional and right to the point. He explained what happened pointing out the very minor, barely noticable damage to the bag and immediately offered me a choice. He offered to buy a new bag or pay for the rear tire and installation. I chose the latter which cut my bill by approximately $450.
My point here is that ZIPS Harley Davidson did the right thing. And as easy as it is to think..... "They did the ONLY thing they could given the circumstances.." That's not true. They could have offered me less attractive options. They didn't.
Word of mouth advertising is priceless. ZIPS Harley Davidson has one the best, most knowledgeable, most conscientious sales people in "Elvis." A unique cat that bleeds Harley Davidson. And their service department, while it hasn't always been stellar, has improved substantially over the last few years. My experience today illustrates their commitment to customer service.
Thanks ZIPS Harley for doing the right thing!