twodogs
I was in Ashfield today due to the battery in my fob dropping voltage. I had a battery symbol flashing on my dash and not being near my manual I panicked.
I spoke with Chris (service manager) and he replaced the battery and then realised the fob itself was cracked so he glued it up.
He spent at least a half hour talking with me about things that are happening, who's left, who's staying and also clued me up on my next service that's due (24,000 is first major service).
Considering I was being a total dickhead with my original problem he could've just sold me a new battery and walked away but he didn't.
I'm sorry if some people don't get what they think is good or fair service. Me, no problems with the Sydney guys [smile]
2015 Roadmaster (blood & custard) 
IMRG member #AU100257
Galston, NSW Oz
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V-Twin
twodogs wrote:
...I'm sorry if some people don't get what they think is good or fair service. Me, no problems with the Sydney guys [smile]


Good to know Twodogs!  Thanks for sharing your experience.  

So, out of interest, what is involved in 'major service'?  Maybe this is better under it's own thread?  Up to you.  
Melbourne, Victoria
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gazman
Good to hear you got good service from your dealer, on a side note are you all using your indicator security code to start your bike sometimes it is a good thing to get used to doing just in case your fob battery goes flat or is broken.
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V-Twin
gazman wrote:
...are you all using your indicator security code to start your bike sometimes it is a good thing to get used to doing just in case your fob battery goes flat or is broken.


Never choose 9999 as your PIN. Takes forever to start the bike... often you feel stupid because you are counting aloud.
Melbourne, Victoria
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Eotatavo
V-Twin wrote:
Never choose 9999 as your PIN. Takes forever to start the bike... often you feel stupid because you are counting aloud.


Yup, I always keep my PIN to 2121 to make it easy.
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Eotatavo
Eotatavo wrote:


Yup, I always keep my PIN to 2121 to make it easy.


DAMN IT! [biggrin]
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gazman
Eotatavo wrote:


DAMN IT! [biggrin]
No need to change your pin now that we all know it because we are all honest guys on this forum.[biggrin]
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DarkScout
see how your venting pin numbers, mastercard,,, now
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faceonahead
I had the bike in today for its first service, and they went above and beyond to even repair some small scratches i made, free of charge and without asking....I found chris and the team in servicing to be really approachable and took the time to talk with me, even had one walk out, and start chatting to me, apologising for not saying a simple hi as I walked past him on showroom floor in morning.  clearly they are trying to list standards
2018 Dark horse Chieftain, stage 3 cams and 116BB KIT and a stack of minor mostly cosmetic mods
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Houso Joel
Went in today for the check up on the Scout - and the difference 3 months makes (as well as posts on forums we know they are reading)

I walked in and the turn around from my last three visits  was amazing. 
Thankyou to Chris and his team for taking the time to check through my bike for me.

Chris actually reached out to me for an update on the bike with all the recent troubles which is what brought about this visit.
Paulo (I hope I got that right) even came out and had a big old chat while I was waiting....

James the place is taking some great big steps so well done - credit where credits due to you and the team...
Houso Joel
SYDNEY NORTH
Harley Davidson Traitor [wink]
Started with an Indian - stayed for the conversation
2017 HD Road King Black(Anita)
Previous 2015 Scout Red (Geena)
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Gordo
Houso Joel wrote:
Went in today for the check up on the Scout - and the difference 3 months makes (as well as posts on forums we know they are reading)

I walked in and the turn around from my last three visits  was amazing. 
Thankyou to Chris and his team for taking the time to check through my bike for me.

Chris actually reached out to me for an update on the bike with all the recent troubles which is what brought about this visit.
Paulo (I hope I got that right) even came out and had a big old chat while I was waiting....

James the place is taking some great big steps so well done - credit where credits due to you and the team...


Paulo is the dude who sold me my scout.

He is a deadset funny bugger, all round nice fella and was really genuinely honest with me about delivery times and slipped me a few extra goodies.
My family isn't blood, my mates are my brothers
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V-Twin
Gordo wrote:

He...slipped me a few extra goodies.


I got a few nice goodies with my first Indian... second Indian (Vintage). I didn't even get a T-Shirt. [frown]
Melbourne, Victoria
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V-Twin
Houso Joel wrote:
the difference 3 months makes (as well as posts on forums we know they are reading)


the place is taking some great big steps so well done - credit where credits due to you and the team...

That is great to hear! We want ALL the Indian dealers to be customer focused and look after us so that we can honestly recommend dealers to people we meet. That goes for warranty claims and time frames as well. Most of us already recommend Indians... we want to be able to RAVE on about it!!
Melbourne, Victoria
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Houso Joel
Just heard today the Manager of the Sydney Dealership James has left - & Indian/Victory/Polaris.

We got off to a rough start, but it is a shame because the improvements in that shop in the past 6 months is out of sight so good luck James in your future endeavors (if you are still dropping by to check on us [wink])

Rob is said to be the new manager. I don't know him or his bio.

This is by my count the 4th Manager of this store in the past 12 months..... what is going on in that shop?
Houso Joel
SYDNEY NORTH
Harley Davidson Traitor [wink]
Started with an Indian - stayed for the conversation
2017 HD Road King Black(Anita)
Previous 2015 Scout Red (Geena)
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V-Twin
Houso Joel wrote:
Rob is said to be the new manager. I don't know him or his bio. This is by my count the 4th Manager of this store in the past 12 months..... what is going on in that shop?

Not Rob from Brisbane store? Gazman will spit 20W40 oil if that happened!! [smile]

Wow! 4th Dealer Principle hey? It says lot about the turmoil they are going through. But this is nothing new.

In Melbourne, Roman has been appointed permanent Dealer Principle couple of weeks ago. He seems like a good fit there.

As I understand it, being a Principle is not easy. On one hand, you want to provide the best customer experience possible as Indian is a premium brand BUT the head office keeps on setting unrealistic goals and limitations.

It is said that, Polaris head office employs people to open crates and get the new bikes ready for delivery (not sure if they are qualified mechanics). Then the bikes are rolled on to trucks and delivered to various dealers. Dealers are told NOT to spend more than 15min (or something really short) looking over the bike before handing over to a customer. But how is that possible? Bike needs to be detailed and a licensed mechanic has to sign off to say everything is safe and adjusted and ready for hand over. If the dealer workshop spends too much time 'providing a genuine service to customers', the head office comes down on them like a ton of bricks.

So how can you deliver quality services to customers with one hand tied behind your back? Imagine having to balance 'this' as a Principle every day? The Principle has to be able to say to the head office, 'rack off! and let me run my store'. I have heard this from several different sources. Polaris AU HQ management meddle too much at the dealer level. They are the problem but there is no one above them to tell them so. [frown]
Melbourne, Victoria
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DAVO
James left about six weeks ago New manager is an ex Harley manager 8 yrs experience, I think the shop has had 4 dealer principles in 2 yrs will be interesting to see how long the new manager last.
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V-Twin
Sydney's reputation was building back up nicely... I hope the new Principal can maintain the level of service Sydney customers have become accustomed to.
Melbourne, Victoria
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faceonahead
Just hope the service team and specifically Chris doesn't jump ship
2018 Dark horse Chieftain, stage 3 cams and 116BB KIT and a stack of minor mostly cosmetic mods
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Harro
V-Twin wrote:
That is great to hear! We want ALL the Indian dealers to be customer focused and look after us so that we can honestly recommend dealers to people we meet. That goes for warranty claims and time frames as well. Most of us already recommend Indians... we want to be able to RAVE on about it!!

Not had a bad experience with the Sydney crew yet.  Chris is going to sort out the peeling chrome on the starter button (out of the warranty period) for zilch when I roll my bike in for some work in September.  Good business sense - they look after a small issue for me which is a known problem and they get the work.  Jules was also a pleasure to do business with (about 12 months ago) - walked around with me and talked about the various bikes on show and made me feel right at home.  Pretty sure my business will be going their way with any future needs. 
Cheers,
Harro

Red 2014 Vintage, stage 2.
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Houso Joel
A Big Thankyou to Loic from Sydney who helped me out with an extended demo ride with the Cheiftain and we're talking some numbers.... see where we end up - still a good talk about bikes and life and accessories.

Looks like the sales staff are settled and the workshop settled - just if they could keep a principal in the place! (and get some more accessories on display in the place)

Either way I'll say it again the place is getting better and going from strength to strength which makes me happy to say
Houso Joel
SYDNEY NORTH
Harley Davidson Traitor [wink]
Started with an Indian - stayed for the conversation
2017 HD Road King Black(Anita)
Previous 2015 Scout Red (Geena)
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faceonahead
Sydney principal is now a guy by the name of Robert Barry, anyone heard of him?  He just rang me, how I wish it was because he read these forums, but no it was because when my bike was sold they didn't get enough of my autographs (maybe they want it for the next jack Daniels special) and it seems his team didn't photocopy my drivers licence well as it was blurry, so they need another copy....I need to pop in and see him later in the week so if we have any hard questions to ask I would be more than happy to do the honours.  

I will also mention the forum
2018 Dark horse Chieftain, stage 3 cams and 116BB KIT and a stack of minor mostly cosmetic mods
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Jimbo
It is really great to hear these stories about the Sydney store, because the first two years there were absolutely appalling. [rolleyes] 

I'm sure that if they'd kept going the way they were going for those first couple of years, the brand would have been killed off in Sydney.  I saw a big change when Roman took over and it appears that they are now moving from strength to strength.

And I too can attest to the 'customer service attributes' of Chris and the Service Team.

Credit where credit's due!  [thumb] [thumb] [thumb]
2014 Indian Chief Classic  (Red)  #111
2015 Indian Scout  (Red)  Not the red one that fell off the truck!
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V-Twin
Jimbo wrote:
I saw a big change when Roman took over and it appears that they are now moving from strength to strength.

Hey Jimbo, yes Roman is great to deal with. He has been in Melbourne since earlier this year filling in and about a month ago, he was made a permanent Dealer Principle.
Melbourne, Victoria
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faceonahead
Hi All, yet again the Sydney team have outdone themselves, 30min before my club rode out for the weekend, I blew a rear tyre, couldnt get a quick fix so they teed me up with another bike the weekend so I could get out with my brothers, they didnt need to go that extra step.  Hat off to them and they now have a large group who were equally impressed and gave the dealers a massive thumbs up
2018 Dark horse Chieftain, stage 3 cams and 116BB KIT and a stack of minor mostly cosmetic mods
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V-Twin
faceonahead wrote:
Hat off to them and they now have a large group who were equally impressed and gave the dealers a massive thumbs up

This is what we want to hear!  Great service.  Well done Sydney Indian Dealer!!
Melbourne, Victoria
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