[mike50]

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......

 

[RedVic]

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.

 

[mister-g]

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.

 

[Old-Gramps]

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...

 

[aussiejack]

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.

 

[catwrench59]

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.

 

[RedVic]

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.

Until the original poster states what his issue is with Victory, i.e. the question he has for them or the issue he wants an answer to how can anyone determine if there really is a customer service issue?
After all Victory has a customer service line, he has talked to four people from Victory on that same customer service line so it is not like he has been ignored by Victory.
I am of the thought that if the original poster can't even bring himself to tell this board what his question/issue is then maybe this is just one of those deals where no company would reply to him.
If any company tried to answer questions from people at their upper level of management they would never get anything done.
Either state what this question/issue is or this is just a rant with no merit.
He can't post and expect everyone to just take his word for it that Victory has dropped the ball when he is to embarrassed to even tell this forum what he is contacting Victory/Polaris about.
For all we know he is wanting to discuss their business plan for Victory or a certain model, hell he may be trying to pry information about the nextmodel Victory Vision in which case he won't get a call back as that information will not be discussed nor should it be unless a manufacture was trying to leak information.

 

[Bandpilot]

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.

Finally somebody understands! It's about Victory's Customer Service Department not being responsive not a dealer issue. Victory Corporate does have a Customer Service Department and my issue is with the lack of Customer Service Response. I would like to see how many would be as patient as I have been if you bought a product or service and the company you bought it from said they would have someone get back with you and then never return your calls. No matter what the question it is still a good Customer Service practice to respond in a timely manner! As for the question that is between Victory and myself! The original post was just to let those who could understand how frustrated I am with Victory's Customer Service Department over a simple question. Finally somebody understand thanks, Catwrench59

 

[iabob]

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.

Still not getting it. If the bike and the dealer are not the problem then there is no problem. Unless Victory is sending you truckloads of bikes in crates...you are not the customer. I've been through this over and over in my line of work. Customer buys wood flooring, six months later something funny is going on with their floor. I get called in as a manufacturer's rep for an inspection. ONLY way this is going down: The homeowner and the retailer must be present at the inspection. I WILL NOT work directly with the consumer and no inspection will take place without all parties present. I WILL NOT be answering any questions at the inspection, I will only be there to collect data. I and my company superiors will review the data and report our finding to our customer, the retailer and the consumer is welcome to a copy of my final report. I never never never get involved with dealing directly with the consumer! That's all risk and no reward. I garuntee it. As soon as I or my corporate office starts taking calls from the end user I garuntee this is how it goes down. They tell me the dealer said X. They tell the dealer I said Y. Everybody ends up pissed at everybody and I have a consumer out there bad mouthing my product and I have a dealer throwing my line out in his dumpster. It never fails. Even if it didn't always fail, let's say it only failed 20% of the time and the other 80% of the time it went well, I gain nothing from the 80% and lose tons from the 20%. It's not good business. Bottom line, the dealer you bought the bike from IS your customer service agent. If you are not getting good customer service the dealer should be who your ire is directed at. Good customer service means something funny going on with your bike, your dealer's got your back. If you try and go behind his to work directly with Victory it always sounds good and (almost) always ends bad.

 

[Bandpilot]

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.

Yes thank you for understanding. It's all about being responsive and doing what you say you will do!

 

[bharper4213]

I called them too and ask why my oils getting old after 5000 miles, still waiting for my return call.........lol

 

[EIGHTYEIGHT]

Finally somebody understands! It's about Victory's Customer Service Department not being responsive not a dealer issue. Victory Corporate does have a Customer Service Department and my issue is with the lack of Customer Service Response. I would like to see how many would be as patient as I have been if you bought a product or service and the company you bought it from said they would have someone get back with you and then never return your calls. No matter what the question it is still a good Customer Service practice to respond in a timely manner! As for the question that is between Victory and myself! The original post was just to let those who could understand how frustrated I am with Victory's Customer Service Department over a simple question. Finally somebody understand thanks, Catwrench59

I think thier customer service is great. None of your business why I think so. Thats between me and victory. You should just agree with me because I say so. Can I get someone who understands to agree with me? Anyone? *crickets* Man, you guys are just mean and lack understanding.

You see how ridiculous that sounds?

No matter what the question is? Maybe it's a dumb question, and they don't want to hurt your feelings telling you so. And you dont' want to tell us, because someone will tell you so. You paint half a picture and leave the rest for us to fill in the blanks.

 

[RedVic]

Finally somebody understands! It's about Victory's Customer Service Department not being responsive not a dealer issue. Victory Corporate does have a Customer Service Department and my issue is with the lack of Customer Service Response. I would like to see how many would be as patient as I have been if you bought a product or service and the company you bought it from said they would have someone get back with you and then never return your calls. No matter what the question it is still a good Customer Service practice to respond in a timely manner! As for the question that is between Victory and myself! The original post was just to let those who could understand how frustrated I am with Victory's Customer Service Department over a simple question. Finally somebody understand thanks, Catwrench59

Yet you still refuse to identify what this issue is that you are so upset about that Victory has not reutrned your phone call. Either state what you contacted Victory about or you don't have a complaint. You have talked directly to Victory on four different days according to your own posts yet not in a single post have you stated what your issue is with Victory that you want an answer to.
Are you that embarrassed of what ever it is that you called Victory about that you can't post it for all to make up their own mind if Victory has handled this properly?
I am coming right out and asking you. What is the reason you called Victory?
If you can't answer that than you have no complaint against Victory.

 

[Chattanooga_Mark]

My Customer Service regarding my Victory CCT has been 100% top notch! Anything and everything has been taken care of quickly and to my total satisfaction. It's actually been above and beyond my expectation. Mind you, mine is a very short list, but every time I need customer service on my CCT, my DEALER (Randy's Cycles in Marengo, IL) comes through in spades. I've never called Polaris or Victory Motorcycles and can't imagine ever doing so. If you don't have a good dealer or one you like, find one! They're actually all over the place. The good dealers, in Victory and anything else, are all over the place. If others don't have an issue with a particular dealer and you do, maybe the problem is you. Just a thought. I'm willing to guess there are more problem customers than problem dealers. There are dealers who don't want to deal with certain customers just as there are customers who don't want to deal with certain dealers.

 

[poptop]

Well Im a bit inclined to understand the situation as well! I to don, t think it has any bearing on the situation , it is a simple matter of respect ! Let me put it this way. IFIwas to say to any of you so whos coming for a beer and a bite , then you all turned and left, that would show either you didnt give a **** about my question or you chose to turn your back in disrespect!
From my point of view I to have turned my back on Victory for very similar resons as other posters , lack of respect to customers! Does that mean Im selling my pin ? Hell I may even buy anouther in the future, but I still believe they run a ****ty ship when it comes to costomer service!
Come on guys it don, t freaking matter what his ***** is the truth is they are not replying to it! AINT OUR BUSINESS! We don, t need to know its jst being nosey!
He deserves a retrn call simple as that! At least from his dealer whom the company can respond through!
Have a goood day

 

[jchris56]

Why would you post here to just tell us half the story? I guess you just wanted some sympothy? Well here you go Awwww. Feel better now. Maybe if you tell us the whole story you'll get better responses.

 

[iabob]

There's just too many guys out there who think they need to speak to Donald Trump directly because a sprinkler head malfunctioned on the 14th fairway on one of Trump's golf resorts and completely ruined his vacation. If Donald Trump's office refers the guy to the starter at the course instead of patching him through directly to Trump's cell phone does that mean Trump has lousy customer service? Extreme example yes, but done intentionally to show the point. Processes are put in place for reasons.

 

[poptop]

Agreed but why has that process not been put in place here? To the best of our knowledge the customer has not heard back even from a freaking caddy at the dealer , so to speak.

 

[Chattanooga_Mark]

I'm guessing there's plenty more to the story that hasn't been told. Even then, it's completely one sided.

 

[iabob]

Agreed but why has that process not been put in place here? To the best of our knowledge the customer has not heard back even from a freaking caddy at the dealer , so to speak.

The process has been put in place. If you have a problem with your bike you go to your dealer. If you have a problem with your dealer you follow the chain of command up to try and get a resolution. The dealer IS the end user's customer service agent. He said the issue is not with the bike or with the dealer so case closed. It's not the Donald's fault some guy had a bad round of golf.