V-Twin
Hey all,

I discover imperfections on Indian Motorcycles, in person. 🙄  This appears to be a rare condition not seen on other Chief Vintages.  It is just my luck right?  🙈

The issue is rather minor.  I have a small but noticeable crease on my headlight nacelle right next to the two bolts on top.  I have attached a pic to illustrate the location below.

A9D6ACDA-E578-4DA6-A8A3-821475466013.jpeg 


Before my warranty runs out in April, took the bike into the workshop.  They contacted Polaris for warranty approval.  The head office initially ignored the request.  After several reminders, Polaris got back and said, this is due to those two bolts on top being over tighten.

The workshop got back to Polaris HQ and asked, “How can such a  piece crease by over tightening the bolts?”  Still waiting for a reply from Polaris, let alone their approval to replace the piece.  My bike has been at the workshop for two weeks today (going through a long list of issues that needed to be addressed)... most of that time was waiting for Polaris approval... well more precisely, trying to get a response.

All other issues have been sorted (ie. Either approved and replaced OR rejected but file note made for a possible future claim).  We are just waiting for this one little item to be replaced.  I wonder how long it will take for this to be dealt with? 😬
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
CHF10
Polaris' chroming quality is exceptionally poor sadly. Hopefully this is sorted for you. This whole approved or not approved is just plain nonsense. Under consumer laws in Australia something is defective (i.e. not as intended) or it's not.

Like my seat. It's top surface is peeling. It's not up for debate. It's defective.

Polaris may been to be reminded about consumer laws and the fact they're in place to protect the consumer from exactly this sort of attitude.
Live free or die!
Quote 2 0
V-Twin
CHF10 wrote:
Polaris' chroming quality is exceptionally poor sadly.
Aside from the older side stand chrome did peel off on my bike, I have not found any other parts to show poor chrome quality.

CHF10 wrote:
Hopefully this is sorted for you. This whole approved or not approved is just plain nonsense. Under consumer laws in Australia something is defective (i.e. not as intended) or it's not.

Like my seat. It's top surface is peeling. It's not up for debate. It's defective.
I am sure anyone who had to make a warranty claim of any significant value (usually over $1,000 items) would agree with you, but unfortunately, that is not the reality.  Sadly.  Did you get your seat replaced?
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
CHF10
Haven't been in since I discovered it.
Live free or die!
Quote 0 0
V-Twin
CHF10 wrote:
Haven't been in since I discovered it.
Good luck to you too CHF re: warranty claim.  I have heard several people successfully made a claim so you should be fine.  Let us know how it goes on either  http://www.indianmotorcycleforum.com.au/post/2014-indian-seat-leather-fallingcoming-apart-8520890 or  http://www.indianmotorcycleforum.com.au/post/indian-motorcycle-leather-seats-are-they-real-leather-8187148
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
BarryM
Mmmmmm Up until I read about all the issues that are clearly ignored by Polaris and their poor/nasty attitude; I was about 90% sold on a new Scout.  However,  I have now gone back to Harley and revisited my second choice prospect bikes. 
I have far more confidence that firstly, I will get good service, a good deal and I'm fairly certain that Harley won't fail in Australia anytime soon.

I simply detest the arrogant attitude displayed by Polaris. When ignorant accountants run a manufacturing organization rather than the engineers, you have a failure in progress and a downward quality ramp!  = "Good Honest Loyal Customers Get Hurt" 

I would really like a Scout, however, ... I'm forced by common sense to swing to Harley 95/05%  
I'll monitor Indian/Polaris actions up until purchase date, If I see that the shareholders have demanded the expulsion of the fools that are blocking good service and a return to ethical practice is in place, .... I would gladly re-visit my Indian dealer.
Quote 0 0
V-Twin
BarryM wrote:
Mmmmmm Up until I read about all the issues that are clearly ignored by Polaris and their poor/nasty attitude; I was about 90% sold on a new Scout.  However,  I have now gone back to Harley and revisited my second choice prospect bikes.
Hey Barry, I hear ya.  Knowing everything I know now, it is difficult for me to say if I would buy another Indian.  It is extremely unfortunate I feel this way.

A quick update on my warranty claim.  My workshop pulled the chrome cover off and inspected it.  I am still waiting for a photo from the workshop, but I will try and explain.  The headlight nacelle is made up of two pieces: The nacelle itself that you see with a 'fin' on top and surrounding the headlight; and the backplate which is mounted with two bolts on top (where my crease is located) and couple more bolts on the sides.

The nacelle has a flat piece (a tongue) that goes underneath the backplate, just underneath the two bolts.  Well, that tongue is bent upwards.  It is a manufacturing defect.  It is believed that the issue was caused during the stamping process at the parts factory.  And then, ignored by the assembly worker.  I noticed that backplate never sat flash against the nacelle.  I mentioned it when I bought the bike, and the Melbourne Dealer workshop played around with it and made it 'sort of fit' with a bigger gap than on my previous Indian, and here we are. 

It is difficult for me to believe no one bothered to take ownership of this defect and tried to replace the parts.  I can understand that 3rd world parts manufacturer wouldn't care, but the Polaris factory worker who put the bike together would have noticed.  Ignored it and stuck it on my bike anyway. 

Then, when the bike was in the Melbourne dealership with a specific request to fix the misalignment of the nacelle, it would not have taken a genius to figure out the piece was defective.  Nothing was done.  Now two years down the track, as my warranty is nearly running out, Polaris chose to ignore emails and phone calls from my workshop to approve the replacement of creased piece.

(Shaking my head in disbelief) 😡😤
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
CHF10
BarryM wrote:
Mmmmmm Up until I read about all the issues that are clearly ignored by Polaris and their poor/nasty attitude; I was about 90% sold on a new Scout.  However,  I have now gone back to Harley and revisited my second choice prospect bikes. 
I have far more confidence that firstly, I will get good service, a good deal and I'm fairly certain that Harley won't fail in Australia anytime soon.

I simply detest the arrogant attitude displayed by Polaris. When ignorant accountants run a manufacturing organization rather than the engineers, you have a failure in progress and a downward quality ramp!  = "Good Honest Loyal Customers Get Hurt" 

I would really like a Scout, however, ... I'm forced by common sense to swing to Harley 95/05%  
I'll monitor Indian/Polaris actions up until purchase date, If I see that the shareholders have demanded the expulsion of the fools that are blocking good service and a return to ethical practice is in place, .... I would gladly re-visit my Indian dealer.


Posting the same (Edited by Admin) 'in' multiple threads. WOW! Best go buy that Harley ASAP!
Live free or die!
Quote 0 0
CHF10
V-Twin wrote:
(Shaking head in disbelief) 😡😤


Two words: CONSUMER AFFAIRS.

Definition of doing the same thing over and over again and expecting a different result. What is it again?

Consumer affairs is on YOUR side remember.

Honouring a warranty is not an option to the manufacturer, it's an obligation.
Live free or die!
Quote 0 0
V-Twin
CHF10 wrote:
Definition of doing the same thing over and over again and expecting a different result. What is it again?
I hear you CHF.
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
BarryM
Hi V-Twin ... I'm sorry to hear of your on-going warranty issues.
1/ Even though your warranty period is close to the expiry date, that is not a problem as you advised the dealer. As I understand, both the dealer   and Polaris are well aware of it.

2/ The dealer's lack of action worries me, .. I expect that a replacement part would be a negligible cost for Polaris and or the dealer. Certainly when compared to the direct loss of business as the word gets out!  

3/ Cheats, liars and Unethical practice must be met with the letter of the law.

4/ To this end, I recommend that you assemble all your written evidence: Purchase contract, all receipts, e-mail communication print-outs.

5/ Contact your state's Department of Fair Trading and give then the full sordid story. Initially by phone. (Without emotion)

6/ Two events will take place: Dep Fair Trading will communicate with both parties and make their obligation to you "The Customer" very clear.

7/ Secondly, just like a criminal record, this action is on record. I would expect that this is not an outcome that they would like?

8/ If all the good honest folk on this and other Indian/Polaris forums reported their unresolved issues rather than just wishing they could get the appropriate attention and talking about it among ourselves; .. We would be riding our bikes with the security that if we had any warrantable issues,it would be rectified promptly and painlessly.   We would be happy and they would be selling bikes hand over fist.

9/ Become a plaintiff, complete step 4 then post your written complaint.  Then we will all have something substantial to talk about.

10/ The last time I checked, Polaris is loosing ground to HD at an alarming rate! sales were 25:1 in favor of HD. They have just lost me and two of my colleagues. (Thats about AUD$96,000 that will go to HD next Thursday and 3 bikes Polaris won't have is their quarterly report)

In closing, in your own interests, .... you all need to take action that you are fully entitled to. It won't cost you anything apart from the phone call, and some time to get your paper trail in order.
If all the folk with warranty issues to action, ..... That will be a clear warning shot across the Polaris bow and it will only take one Director of the company to recognize that the next shot will be sent by the legal authority and will be aimed below their waterline.

I have copied some of the claimed issues along with this communication to 171 people that have a vested interest in the pleasure of Motor Cycling.

I hope this has been helpful to you VTwin

Kind Regards, .... Wishing you a good outcome
Quote 1 0
CHF10

BarryM wrote:
The last time I checked, Polaris is loosing ground to HD at an alarming rate! sales were 25:1 in favor of HD. They have just lost me and two of my colleagues. (Thats about AUD$96,000 that will go to HD next Thursday and 3 bikes Polaris won't have is their quarterly report)

 

Is loosing ground better than tightening ground? I'm never sure.


Seriously, HD sell more by volume but Polaris aren't LOSING ground. They just don't sell as many. But that is slowly changing and Polaris have been steadily eating into HD sales for years now with the Indian brand.

I'm sure your $96,000 will not be missed amongst the millions upon millions of dollars Polaris enjoys, mostly from ATVs, snow mobiles and the like. Remember, Indian is a very small percentage of Polaris profits. Enjoy your inferior products which it seems you seem to be purchasing based on holding a grudge you have from literally zero personal experience. 😃
Live free or die!
Quote 0 0
V-Twin
BarryM wrote:
8/ If all the good honest folk on this and other Indian/Polaris forums reported their unresolved issues rather than just wishing they could get the appropriate attention and talking about it among ourselves; .. We would be riding our bikes with the security that if we had any warrantable issues,it would be rectified promptly and painlessly.
I hear you, Barry.  Unfortunately, I am a lover, not a fighter... well... maybe a keyboard warrior! 🙈  Having said that, my workshop is doing their best to make it happen, so I will see how that goes.  If nothing happens by April, I might have to take action.  😧

BarryM wrote:
Thats about AUD$96,000 that will go to HD next Thursday and 3 bikes Polaris won't have is their quarterly report
Hey Barry, on this forum we discuss other brands openly and with no negativity.  I wrote a review of Road King in the past.  More recently, I've traveled 3 weeks in the US of A on a Street Glide.  Just saying that I enjoyed riding both.

So I hope you don't think I am trying to discourage your Harley plan but I hope you know that Milwaukee Eight is experiencing several major issues at the moment? 

Harley introduced M8 engine into their touring range for 2017 model year.

Then Harley produced a dual counter balanced 114ci M8 and a new Softail frame and released a modern take on Softail for 2018 model year. 

The word is that Harley will pay attention to Sportsters for MY2019.  I am not sure if Harley will release a new touring frame in 2019 model year (about 7 months from now) or further down the track.  They made so much song and dance about their 'lighter and more rigid' Softail frame; the public is expecting a similar mono-shock equipped frame for their touring range; together with standard LED headlights; possibly with revised design in various components.  Only time will tell.

Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
V-Twin
Here is the photo I mentioned earlier.

You are looking at the top-rear of the headlight nacelle from the side.  The front of the headlight is to photo left.  I am told that little 'flick' at the end was pushing up against the top plate causing the crease or dint.  On a regular (properly manufactured) piece, this section should be flat. 

SO, if your headlight nacelle doesn't appear to fit tight with the top/rear piece, your's might have this lip as well.  Surely, I can't be the only poor b@st@rd to end up with a defective piece no one picked up during the production?


indian-vintage-headlight-nacelle-top-view.jpg 

The real kicker is, after this photo has been submitted to Polaris, what have they done over the past several weeks?  NOTHING!!  After trying to convince my workshop that it was simply over tightened and it had nothing to do with the warranty... once the photo was provided to them, they switched tactic - Ignore all communications. 

By the way, this is what Polaris Sales Australia Pty Ltd is very good at doing.  Ignore all phone calls and emails!  As you can imagine, I am over the moon with this amazing customer service I have received from Polaris HQ, once again.  😡
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
ME Darkhorse
Hey barryM what harley dealership do you work at? the one local to me in perth is crap and you seem to know your stuff. Ive got a 2013 vrod that needs a service, brake recall and looking to get led indicators fitted. Just wanted to know price and date you can book it in?

Im on a western star (heavy duty truck) forum and get more people from other truck manufacturers negitive commenting then the western star reps going under cover.......

Perth WA (but move area all over the place)

Dark Horse, cams, tuner, and more to come😀

Life is to short to put up with bullshit or bullshitters
Quote 0 0
BarryM
Giday ME Darkhorse, ... I don't work for any dealership, .. I'm simply sifting through the comments good and bad to get an idea of what to expect if I end up having issues after purchase. Sorry my friend, ... I can't help you there?

(Edited by Admin)

To answer CHf 10: He wrote: "Enjoy your inferior products which it seems you seem to be purchasing based on holding a grudge you have from literally zero personal experience."

Answer: Well, ... I have no experience in playing Russian Roulette with a loaded revolver either.

You may wish to get your own experience!

However, other peoples experience and subsequent death in the example of Russian Roulette teaches us that it is wise to take notice of experiences of others so that we may not pay the price.

That is why I am on this forum, I get honest comments and facts. I carry no grudge, ... I'm gaining the experience from the experienced and the wise.

Forewarned is forearmed.
Quote 1 1
V-Twin
Okay, folks!  I've had enough.  I called Consumer Affairs Victoria (1300 55 81 81) and lodged my case.  It only took about 15 minutes, and I was given a case number.  A template was provided on their website (search for 'complaint letter' on  https://www.consumer.vic.gov.au/ ) I didn't even have to hold for too long... maybe about 3 minutes.

Polaris would be given 10 business days to remedy so I will report back if a further action is required or matter has been resolved.
Let's be kind to one another.
Melbourne, Victoria
Quote 2 0
1854cc
I can't understand the PI attitude regarding warranty claims.  I am guessing that they will miraculously step up to the plate as soon as they get the Consumer Affairs notice.   BUT the damage is done as they haven't done the right thing without people needed to roll out the big guns.  

I just read the case of BARRICADE on the US forum, who had a catastrophic engine failure 2 years ago due the a bolt backing out from the flywheel and seezing up his engine while traveling at 75mph.   Same story there, he was ignored by dealer and PI on all channels.  Then eventually they agreed that it was a warranty case and they will rebuild his 5000 mile engine.   WHAT ????  not replace ðŸ˜µ
Only after he asked for help on the forum and several forum members wrote on his behalf to the dealer and mentioned that 8000 pair of eyes are watching this on the forum did things starting to happen the right way.   Communication started to happen and instead of rebuilding the engine he got a new bike.    BUT, not until the big guns were rolled out again.

THIS is very bad for us Indian lovers, as we could be next at any time.   I can't complain from personal experience since all my minor issues over the 1 year ownership have been resolved, but too many cases on these forums have been reported where people had to go to the next step before things got sorted.  We shouldn't have to !!!

Lets hope things change for the better at PI in this department.
Quote 0 0
V-Twin
1854cc wrote:
I can't understand the PI attitude regarding warranty claims.
For the longest time, I thought the same way.  It perplexed me to no end.  Thinking the issue was just the Australian operation, I wrote a letter to the USA head office, which was completely ignored.  How can Polaris do this to our beloved Indian brand...

But over time, I have come to realise that it is ALL about the money.  No heart.  No soul.  Just, cold, hard cash.  As long as the market is growing, Polaris will not change their ways.  They just have to trade on the nostalgia and the brand and keep attracting new buyers.  Now to be fair, compared to Harley M8, Indian Thunder Stroke 111 has been amazingly robust and reliable so credit to them for that.

And if one day, the market drops away sharply, after a while, Indian brand will be shut down like Victory.  Polaris will move on to some other projects.

I think Polaris (and other mega-corporations) are our creation.  We voted as investors and shareholders.  Companies were punished for not performing.  I am guessing not too many shareholders kicked up the fuss about unethical business practices at their AGM?  We get what we asked for... so here we are.  😢
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
Hunter
V-Twin wrote:
But over time, I have come to realise that it is ALL about the money.  No heart.  No soul.  Just, cold, hard cash.

That, my friend is modern America in a nutshell. 
Quote 0 0
V-Twin
Hunter wrote:
That, my friend is modern America in a nutshell. 
...unfortunately.  🙁
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
BarryM
I'm sorry to hear that Vtwin, ... I hoped that you would have experienced a good outcome!

Polaris is killing their own dedicated followers. This isn't the only forum that is reporting their arrogant indifference to their customers!

What happens if and when they also shut down the Indian production?

Unfortunately, a product is only as good as the after-sales support.

t's a shame, .... I really like Indian.
Quote 1 1
V-Twin
BarryM wrote:
What happens if and when they also shut down the Indian production?
For Polaris, nothing I guess.  Motorcycle sales generates 7% of Polaris global revenue.  Meaning, if Indian shuts down, they will not miss it.  

Having said that, I believe Indian will continue to grow (although slower growth due to their poor reputation) and there is only a very low chance that Indian will disappear in the pages of history.
Let's be kind to one another.
Melbourne, Victoria
Quote 0 0
CHF10
If you think businesses are in it for anything but the money, think of it from the point of view of being the business owner... Would you care? Nope. As long as sales and revenue are strong, you have no need to care.
Live free or die!
Quote 0 0