Well, you have a bike still on warranty. What exactly is your physical complaint? Apart from not liking how you were treated.

 

Your first course of action should always be with your selling dealer. Only if the problem is not resolved do you go to the next step which would be getting the Victory rep for that dealer involved.
You do not say what your problem is. Without that information it is hard to say if Victory has acted in the correct way or the wrong way.
Seems you have left everyone to guess I would have to say maybe you are unhappy with the appearence of some part you bought and installed.
If you are going to go to the trouble of calling Victory out then you need to state what the issue is.

 

I bet we'd all like if if Victory had something like a "Consumer Relations" department, but those do cost money and cause about as many problems as they solve. Customer service is through the dealer, you are the deal er's customer, not Victory's. The real question here is why haven't they taken care of whatever your situation is?

 

Your first course of action should always be with your selling dealer. Only if the problem is not resolved do you go to the next step which would be getting the Victory rep for that dealer involved.
You do not say what your problem is. Without that information it is hard to say if Victory has acted in the correct way or the wrong way.
Seems you have left everyone to guess I would have to say maybe you are unhappy with the appearence of some part you bought and installed.
If you are going to go to the trouble of calling Victory out then you need to state what the issue is.

Sometimes thing get misunderstood. This is not a dealer issue! The specific issue of this post was not intended to address any unresolved issues at this time. This post is all about the failure of Victory's Customer Service to reply to its customers in a timely manner. We have a great dealer in my local area. Again this is not about the unresolved issue. Poor Customer Service! Thank you for the reply.

 

I agree we need to know the problem. The dealer is the one to handle the issue. First responder so to speak. Cheers Wayne

 

This post is all about the failure of Victory's Customer Service to reply to its customers in a timely manner. Poor Customer Service!

Well, it still leaves us guessing what the issue is truly about. Did you suggest the bikes be painted in a snakeskin pattern using irridecent paint or use gold instead of chrome or what? Rhino horn for bar ends? Maybe the issue was deemed to be so ridiculous that it doesn't dignify an reply. And we're still left guessing your issue.

 

Welcome to the club. CS is a very weak link in the Vic chain. Can be enough to let a lot of folks break off from the brand.

 

what is your complaint to them?????????????

 

Well, it still leaves us guessing what the issue is truly about. Did you suggest the bikes be painted in a snakeskin pattern using irridecent paint or use gold instead of chrome or what? Rhino horn for bar ends? Maybe the issue was deemed to be so ridiculous that it doesn't dignify an reply. And we're still left guessing your issue.

Even if a question seems so ridiculous a return call would be in my opinion expected from a customer service department. As the director of a large Business Association I deal with members our customers on a daily bases. No Question is ridiculous if you have good customer service.
Jim thank you for your reply.

 

You have pretty much had the full Pol treatment. The some-what apology is about all most anobody gets. They will call back, but it might take a month.
I've found the only way to enjoy the vic is to stop bothering with polaris and their dealers. I gave up on getting any warranty, and I even still have a cracked front fender on a bike that is still under basic warranty. After 3 damn dealers I just couldn't do it anymore....

 

The suspense is killing me. Time to ask louder:

WHAT DID YOU ASK THEM THAT THEY DON'T SEEM TO BE RETURNING AN ANSWER???

Time to move on.

 

You keep dancing around what your issue is with Victory. What is so top secrete about it that you can't post it?
As it is right now you have a hollow complaint.

 

You're a customer of their DEALER network, NOT the mother company. If you're as vague to them as you are in this thread I can maybe understand even more why you weren't called back. Maybe they don't understand your issue either. If you drive a Ford and called FoMoCo in Detroit, you'd likely get a similar (non) response. Manufacturers pay DEALERS to handle end users so they don't have to. Sorry if you don't like it, but it's pretty simple and that's how it is.

 

I gave up on getting any warranty, and I even still have a cracked front fender on a bike that is still under basic warranty. After 3 damn dealers I just couldn't do it anymore....

3 dealers?
The dealer has to fill out the correct form, and it always helps if the dealer is who you purchased your Vision from.

They will not get reimbursed for filling out the forms, and may have to effect the repair on their own dime.

IF you can get a dealer to submit the correct form, you will get the lower front fender replacement at no cost to you.

If you complain on their FaceBook page you might get the attention you're looking for.

 

You have been contacting Ma Vic with what? Do you just want to shoot the breeze? Do you actually have an unresolved complaint? Do you want to make comments about your dealer and they really don't want to hear it? WTF is going on that you are complaining to us about?
If I had an employee who just talked to someone on the phone when that person had no issues to discuss, no feedback for the company and no concerns I would probably be looking for a new employee.

 

Sometimes thing get misunderstood. This is not a dealer issue! The specific issue of this post was not intended to address any unresolved issues at this time. This post is all about the failure of Victory's Customer Service to reply to its customers in a timely manner. We have a great dealer in my local area. Again this is not about the unresolved issue. Poor Customer Service! Thank you for the reply.

Unless you are a dealer them you are not Victory's customer. Your customer service comes from the dealer you bought the bike from, period. Any issue involving the end user is a dealer issue.

 

I think you guys are missing the whole point of this...
He called "Victory Customer Service" and they are not responding with the "Customer Service" like they should and said they would. It is irrelevent what the issue is, it's the fact that they don't do what they say they will do on their end of whatever the issue is at hand. Why have a "Victory Customer Service" number to call if you do not give the service out via the response you told the customer you would ie returned phone calls and such, as a large company you should put your customers first no matter what or they will go be a customerelsewhere.

 

What are his concerns? He states it is not an unresolved issue or a warranty issue so is he wanting to tell Victory how to market their product? Is he trying to tell them how to do something else?
If either of those are what he is trying to do he won't get a call back. He has talked to a customer service rep on each of his four phone calls so I guess I just don't get what it is he is wanting out of this.
Until he tells everyone what the issue is he does not have a valid complaint to go after Victory like he is.

 

As is often the case, there are many facets to the full story. We have only been told a very limited amount from one side.

 

As a brand new Victory owner, this is NOT what I want to hear !!!!!Not sure if this helps, as it has been mentioned before, but the dealers here (more than one) have told me...IF a problem arises, the dealer is the best bet, they did not say that they (the dealer) are the only hope, but the dealer has a better shot at finding someone home at Victory.....

As a prior Polaris owner (UTV) that dealer told me, the people on the West Coast suffer on Customer service, because we are on the West Coast....Most of the Polaris products are sold on the East Coast.....I never had a problem with that unit, so I don't have any personal experience......

 

As is often the case, there are many facets to the full story. We have only been told a very limited amount from one side.

The only thing we have been told is he is unhappy he has not got a return phone call. Without knowing what the issue is and the original posters refusal to state what the issue is I have to side with Victory on this one. He has however spoke to four customer service reps so it is not like Victory has not listened or talked to him. I am thinking he is trying to tell Victory how to do something and if that is the case he won't get a return call.

 

what i gathered from reading all of this is that its basically just a rant about poor ma vic customer service from an upper management kinda guy instead of from joe shmo down the end of the bar. nothing really new about the rant, just has a round about lawyer twist to it. he's just blowin off some steam like others have done,,, thats all this is. what many of the responders here would like to know though, is what was that as you put it, possibly ridiculous question you asked. ma vic may not answer but here at the vog I don't think I've ever seen a question go unanswered no matter how silly or obvious the answer was. give us a shot buddy ! or not.

ma vic doesn't discriminate, they treat everyone the same no matter who you are. hey , we know how you feel, it sucks when you ask a question and don't get a response. jees, I think I was just ranting. aahhh,,, i feel better now.

 

I feel that if one is so unhappy that they need to spend a couple of months waiting on a company to comply to their wishes and then use a forum to say they are extremely disappointed with said company, and does not take a bold step like email the head office of the company concerned and state that one is very disappointed with and in this company and a BCC of this very email and all the contents within to every other manufacture one can find either exactly the same or similar to your company's product then stop whining as it obviously isn't of that great a importance to you anyway.....
Do the email thing and I bet you will get results even if it is their lawyers response with a slander suit or something, but your wish of getting a reply will be answered...

 

Usual practice is to solve problems at the lowest level, which is the most practical way to do things.
For example:
The most experienced people to fix a mechanical issue is the mechanic, they gain hands on experience every working day. The next step is to ask the service manager - they then go and ask the mechanic and chinese wispers begin. By the time you get to higher levels - good luck.

I am a tradesman that stepped into an office job, then got to attend some "high" level meetings which while necessary for company direction were very non specific for shop floor purposes.

The above reasoning is why this thread can not be properly responded to without the root problem being identified. My 2C worth.

 

Glad to see at least Rcupp got the story right. The dealer, bike etc are not the problem it's CUSTOMER SERVICE or lack there of that he has a problem with.