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Just wanted to let you guys know about my Vance and Hines debacle. I purchased my Straightshots a while back and on first fire-up there was a wisp of white smoke from the front pipe. Figured it was condensation. When I looked down, I saw that the smoke was coming from the front heat shield and an area of chrome about 1.5" x 3" had become pocked. So, I called them about the issue and then wrote this email:
Vance and Hines,
Today I called to report a defect with my new V&H Straight Shots for my '01 Kawasaki Vulcan. Yesterday I installed the pipes without any difficulties. After firing them up for the first time, I noticed a small amount of white smoke coming from the front pipe. I assumed this was condensation or some other normal break in trait. However, today I noticed that there is a blemish on the heat shield of the front pipe (see attached picture) which was not able to be
cleaned off. It appears the chrome is pitted. I hope that you will be able to replace this part at your cost. I have heard from other riders that V&H stands firmly behind their products, which is one reason I went with you instead of a competitor. At the bottom is a copy of the email receipt from the internet distributor I purchased them from, as you requested. Thank for your consideration in this matter. I am otherwise very happy with the look, sound, and performace of my V&H purchase.
Sincerely,
Mark Posen
V&H told me I had to send them the part for a replacement (that I may end up paying for), keeping me off the road, or else buy one and send back the old one for them to look at and then they'd decide whether to reimburse me. Keep in mind, I ordered the replacement on October 29th. So, today I wrote this email:
Dear Vance & Hines,
RE: RMA #39605
The email below was written to you on October 29th, 2 1/2 months ago. I ordered a new heat shield that day to replace the defective one. I was also asked to pay for it, pending your review of the damaged part, or else leave my bike on the kickstand with no heat shield. It's a good thing I went with the order since it took a month to receive the new part. I returned the defective part last month and you received it on the 14th of December according to USPS Delivery Confirmation. This makes it a month since you have had the part in your possession and still I have not heard a peep from you. I respect that you are a large company and the holidays are prone to delays but 2 1/2 months to resolve this is unacceptable.
I feel like my past and future business with your company means nothing to you. I am a member of a riding club in my town and a couple of online motorcycle communities. I have heard from my fellow riders that your competitor Hard Krome has exceptional customer service. Not only do they guarantee their chrome, but have sent other riders replacements for their defective merchandise IMMEDIATELY UPON REQUEST. The customer then sends the defective unit back once the replacement has arrived, and does so at HK's expense. They do not ask their customers to pay up front to continue to ride their motorcycle while the company decides whether or not to back their product. Yet this is what V&H has demanded of me.
I ended up going with V&H over HK because I'd heard you had a quality product that was more reasonably priced than HK. Please don't make me regret my decision because of poor commitment to your customer and your product. Rest assured that whether you are the spoiler or the hero in this matter, other riders I know will hear about it. It may be only a handful to you but isn't that, and my future business, worth a measly $77.83 to a multi-million dollar company with 25 years in the industry? Or am I just a number?
Sincerely,
Mark D. Posen
I don't mean to bash V&H but I don't want my fellow Kaw riders to get burned either. I'll keep you posted on what happens next. Thanks for letting me vent.
-Pick
Vance and Hines,
Today I called to report a defect with my new V&H Straight Shots for my '01 Kawasaki Vulcan. Yesterday I installed the pipes without any difficulties. After firing them up for the first time, I noticed a small amount of white smoke coming from the front pipe. I assumed this was condensation or some other normal break in trait. However, today I noticed that there is a blemish on the heat shield of the front pipe (see attached picture) which was not able to be
cleaned off. It appears the chrome is pitted. I hope that you will be able to replace this part at your cost. I have heard from other riders that V&H stands firmly behind their products, which is one reason I went with you instead of a competitor. At the bottom is a copy of the email receipt from the internet distributor I purchased them from, as you requested. Thank for your consideration in this matter. I am otherwise very happy with the look, sound, and performace of my V&H purchase.
Sincerely,
Mark Posen
V&H told me I had to send them the part for a replacement (that I may end up paying for), keeping me off the road, or else buy one and send back the old one for them to look at and then they'd decide whether to reimburse me. Keep in mind, I ordered the replacement on October 29th. So, today I wrote this email:
Dear Vance & Hines,
RE: RMA #39605
The email below was written to you on October 29th, 2 1/2 months ago. I ordered a new heat shield that day to replace the defective one. I was also asked to pay for it, pending your review of the damaged part, or else leave my bike on the kickstand with no heat shield. It's a good thing I went with the order since it took a month to receive the new part. I returned the defective part last month and you received it on the 14th of December according to USPS Delivery Confirmation. This makes it a month since you have had the part in your possession and still I have not heard a peep from you. I respect that you are a large company and the holidays are prone to delays but 2 1/2 months to resolve this is unacceptable.
I feel like my past and future business with your company means nothing to you. I am a member of a riding club in my town and a couple of online motorcycle communities. I have heard from my fellow riders that your competitor Hard Krome has exceptional customer service. Not only do they guarantee their chrome, but have sent other riders replacements for their defective merchandise IMMEDIATELY UPON REQUEST. The customer then sends the defective unit back once the replacement has arrived, and does so at HK's expense. They do not ask their customers to pay up front to continue to ride their motorcycle while the company decides whether or not to back their product. Yet this is what V&H has demanded of me.
I ended up going with V&H over HK because I'd heard you had a quality product that was more reasonably priced than HK. Please don't make me regret my decision because of poor commitment to your customer and your product. Rest assured that whether you are the spoiler or the hero in this matter, other riders I know will hear about it. It may be only a handful to you but isn't that, and my future business, worth a measly $77.83 to a multi-million dollar company with 25 years in the industry? Or am I just a number?
Sincerely,
Mark D. Posen
I don't mean to bash V&H but I don't want my fellow Kaw riders to get burned either. I'll keep you posted on what happens next. Thanks for letting me vent.
-Pick