HD costomer service?

  • PUB
    PUB
    15 years ago

    G,Day all, i have a 2008 xl883 sportster  to which i wanted to add an SE air cleaner to go with the SE pipes( boring i know but i,m building a sleeper :) ) . As it is fuel injected i have been told that i have to change, modify, update the ECU so that the bike dont run too hot, ok no probs. Asked the local dealer to do a stage 1 upgrade to the ECU and get told we cant do that you have to buy a SERT for $520 and then have it fitted and calibrated, another $200 or so. Fuck of i say you gotta be kidding nearly a grand to fit an aircleaner!!!!!! I have done heaps of hours of research on the web about this and its not quite true what we are being told it seems but that is for another post. Anyway i,m laying awake one morning thinking fuck this i,m going to ring HD in the land of the free ( so long as you aint black gay or democrat!) and get the truth from the horses mouth. Well of course i get a lovely customer service girl who is soo helpful ( i,m in love but that is another story too lol) who takes my deatails and i get an email back from HD via a dude called Phillip T. The following post is our discussion via emails, makes interesting reading i think.

    5/6/08 from HD

    Mr. McGrath,
     
    Our records have a stage one street legal down load for a 08 XL 883.
    The only way to know if it meets Australia requirements requires a dealer to connect
    the Digital Tech and see what is listed for your country. If there is nothing listed
    Harley-Davidson does not have an approved stage 1 performance upgarde for your 883 Sportster.
     
    Sincerely,
     

    Phillip T.

    my reply

    Hi Phillip T,
     Thanks for your prompt reply to my question though I am still a little confused here so I hope you can help me out a bit.  When I purchased the SE A/C I was aware that HD states that all models require ECM calibration. I understand this is done to prevent the bike from running too lean with the resulting engine damage. However whilst HD requires me to have my ECM re calibrated to ensure my bike is not damaged the HD dealers here in Australia do not or can not do the stage 1 re calibration. I assume that if I do not have it re calibrated at my expense I would void my warranty. On the one hand HD is telling me I have to do something to protect my warranty and then fails to deliver the upgrade necessary for me to do the very thing you say I have to do? I hope you can see how this is causing me some confusion! The dealer has said that I can have a SERT fitted but with the cost of the SE A/C the SERT and fitting/tuning  by the dealer costing in the range of $800 to $1000 it becomes a very expensive exercise to fit an air cleaner and still comply with HD warranty requirements. I cannot understand how it cannot be possible to do the stage 1 upgrade here in Australia.

    Thank you for your time and hope to hear back from you with a positive result to this dilemma.

    HD reply

    You are correct about the addition of a high flow air cleaner and or exhaust being added will lean out the mixture. Therefore, a tuner should be used as this would require a software change in your control module. This can be done with approved H-D street legal software (if sold in your country) or a aftermarket tuning module.
     
    In your situation you can either follow the dealers suggestion or remove the engine items that make tuning necessary.
     
    In either case you will need to follow up with the dealership that has installed the air cleaner.
     
    Sincerely,
     

    Phillip T., Customer Service

    ( in other words if you dont like it stiff shit sunshine!)

    my reply

    G,day again Phillip T,
    Thanks once again for your prompt reply Phillip much appreciated.
    I must admit though I find it quite unbelievable HD,s attitude to my questions. I have already purchased the  SE A/C and now you tell me through my local dealer here in Australia that you will not supply me with the stage 1 upgrade that HD requires me to install in order to prevent engine damage and to maintain my warranty! Surely Phillip you must agree this is a very strange situation you place your Australian dealers in and your loyal customers?
    HD America, according to my dealer, does not or will not supply them with the stage 1 upgrade software. Yet HD will supply them with the SERT and associated software. Why is that HD supplies the way more expensive SERT plus software and not the cheaper stage 1 upgrade?
    If one type of software is available and able to be used in this country why is the other not also made available? Please Phillip don't try to tell me that the stage 1 upgrade does not meet Australian emissions or other standards but the much more out there SERT does!  
    Well Phillip T I will be very interested to hear what HD America has to say, I love my bike but it is a bit much to ask me to outlay between $800 and a $1000 dollars to fit an aircleaner don't you agree

    With thanks once more, Ken.

    HD reply

    Mr. Mc Grath,

     

    I apologized for not meeting your expectations.

     

    You called after the fact and asked for assistance.

     

    I provided the options that apply to your present situation as I understand the circumstances.

     

    I would like to provide the download needed with the parts that are installed.

     

    However, Harley-Davidson does not have a down load that is legal for Australia.

     

    I enjoy working for Harley-Davidson and would not want to risk my job by breaking the law by send the software approved for the United States.

     

    Sincerely,

     

    Phillip T.

     

    my reply

     

    Hi mate, go on do it be the one to break the law. Harley has made a name for itself as the one bike company who supports the 1% who are game to push the boundaries, I promise I wont tell HD!

    HD reply

    This e-mail is my last reply in this matter.:
     
    I am retiring at the end of this month and I am in process of arranging
    some contract work on a part time bassis.  Therfore, the answer is I am unwilling
    to take that risk.
     
    Sincerely,
     

    Phillip T., Customer Service.

     

    end of story, i know its a realy long post but i thought some others might be interested in this.

  • walka
    walka
    15 years ago
    Im so glad that my Bike has a Carbie , Iv'e heard lots of stories over the years about guys that have done the right thing with there bikes , Dealer only seviceing, not messing with the bikes fitting aftermarket goodies ,,etc, and still having Warranty claims knocked back , The normal line is " we will take a picture of the problem, sent it to HD and if they approve it we will fix it in due course,,,,, Just utter bull shit , I could be wrong but I have been told that most claims are knocked back.

    Knowing this I took the approach that the 2 year Warranty that came with the Bike was Worth Jack Shit to me , As soon as I got the Bike home I modified it to suit my needs, Yes I get it serviced every 8000 km as per the book ,but not by A HD Dealer , I have fitted heeps of performance parts to it , some SE stuff , It's just about hit the 2 year mark next month but the warranty was void the day I took it home, Just the way I wanted , It's my bike and I will do anything I like to it and I was never going to be told by HD that I couldn't .
    Find a good Bike in you area, and forget the warranty..Most of them have mechanics that once worked for Dealers and are HD Trained and they will do what you want and for a much better price
  • fredouil
    fredouil
    15 years ago
    Just fit a XIED that you can remove in 2 minutes before servicing your bike.
  • PUB
    PUB
    15 years ago

    G,day all, thanks for the replies people very interesting.

    A couple of points, 1 i wasnt whinging i was just trying to get an honest answer out of HD re the ecu remap they say i have to have and then instead give me the way more expensive option only, funny that hey!

    2 the bike is mine and i will do what i want to do with it i dont realy think HD waranty is worth the paper it is written on.

    3 i have always had carby bikes,cars and always did me own mods. I think fuel injection is way more efficient and infinatly more variable with the right after market gear so i am learning what i need and how to do it myself.

    4 for now i am going to fit the nightrider O2 IED which will richen the mixture up sufficient for the minor mods i have made so far ( equivelent of going up a jet size)

    5 according to nightrider, S&S, iron horse mag you dont need to do any mods as in closed loop the O2 sensors will keep the air/fuel ratio at the factory set epa required 14.7/1 AFR and in open loop the mixture is already rich enough to handle the changes.

    6 i realy  did this whole exercise just to see what HD america would say as i knew i wouldnt get anything out of them and i thought others might be interested in the results

    stay safe and stay upright girls and boys :)