Update 6/16/22:
The HD dealership has come through and finished the job. Engine replaced, software updated. Runs flawlessly and it is with great pleasure to be back riding this awesome machine. My sincere gratitude as they also came back with a very nice and positive surprise to "compensate" for the relatively long ordeal that it took.
Posted 6/12/22:
Not sure how you would feel. Thought I share my experience with y'all. Enthusiastically bought my 2022 Pan America S on Feb 18. Approached the 1k service mark and Service Manager threw his hands in the air "no way you can ride it home - need to replace the [well known] radiator hose that is too close to the exhaust header". In for three days - got it back corrected and fully serviced. Days after the service, on April 18 the bike had a major engine failure - completely lost power and rolled out. Had to be towed and that was it. Riding it for 8 weeks, wiggling my thumbs for the next 8 weeks - and counting.
Most likely the dealership is giving their best. As they were digging into the issue, week-by-week updates on what did break and what subsequently was identified and needed replacement that all led ultimately to a full engine replacement. At the core was the valve timing / sensors / adjustment system on one of the cylinders that had a major failure. Engine replacement did not go smooth, as the replacement got sent with several key gaskets and other parts missing. Now that all is back together, the bike throws up error codes and the journey continues with the well known delicacy of its ECU.
It's my first Harley-Davidson... what can I say. I do appreciate the diligent work of the crew at the dealership that seems to have an uphill battle.
My bitterness comes on the worst of customer experience that HDMC is showing. The regional sales manager is well aware of the issue, the customer service department has the complaint number that has been filled with them. Zero info, totally quiet. Never, ever seen such a poor customer service - companies would be and should be out of business if they can't do better than that. Mr. Zeitz has still a lot of work ahead of him.
The HD dealership has come through and finished the job. Engine replaced, software updated. Runs flawlessly and it is with great pleasure to be back riding this awesome machine. My sincere gratitude as they also came back with a very nice and positive surprise to "compensate" for the relatively long ordeal that it took.
Posted 6/12/22:
Not sure how you would feel. Thought I share my experience with y'all. Enthusiastically bought my 2022 Pan America S on Feb 18. Approached the 1k service mark and Service Manager threw his hands in the air "no way you can ride it home - need to replace the [well known] radiator hose that is too close to the exhaust header". In for three days - got it back corrected and fully serviced. Days after the service, on April 18 the bike had a major engine failure - completely lost power and rolled out. Had to be towed and that was it. Riding it for 8 weeks, wiggling my thumbs for the next 8 weeks - and counting.
Most likely the dealership is giving their best. As they were digging into the issue, week-by-week updates on what did break and what subsequently was identified and needed replacement that all led ultimately to a full engine replacement. At the core was the valve timing / sensors / adjustment system on one of the cylinders that had a major failure. Engine replacement did not go smooth, as the replacement got sent with several key gaskets and other parts missing. Now that all is back together, the bike throws up error codes and the journey continues with the well known delicacy of its ECU.
It's my first Harley-Davidson... what can I say. I do appreciate the diligent work of the crew at the dealership that seems to have an uphill battle.
My bitterness comes on the worst of customer experience that HDMC is showing. The regional sales manager is well aware of the issue, the customer service department has the complaint number that has been filled with them. Zero info, totally quiet. Never, ever seen such a poor customer service - companies would be and should be out of business if they can't do better than that. Mr. Zeitz has still a lot of work ahead of him.
