I have to give some positive feedback to Vance&Hines. I recently ordered their pipes for my 96 magna and when I started the bike up after installing them, one of the mufflers was much louder than the other three and strands of fiberglass came shooting out the back. I shut off the bike and today called the online store (classiccruiser.com) that I ordered them from. I could get no satisfaction from the vendor, nor even an actual human to speak with, so I called Vance&Hines directly. With no questions asked after I explained my issue to them, they are sending me out a new muffler. They required no proof of purchase and no need to send the defective one back to them. They simply took me at my word and provided good customer service. That is very rare these days. So, I strongly recommend Vance&Hines products, but can't recommend you get them from classiccruiser.com.
I think this is really neat. Not just the service from V&H (though that too) but that you took the time and trouble to share this.
People are always ready to complain about lousy service - and rightly so, that kind of information needs to be spread - but when somebody does something right or good, too often it gets taken for granted. We ought to recognize good service and speak up about it as readily as we do the bad. I'm impressed that you did.
V&H gets it. With this quality of service, word gets around. They will sell many mufflers because of this reputation. I think most folks are like me, and will pay a little more to know that I am dealing with a class outfit.
When we had our model aircraft kit manufacturing business, we had the same policy. If someone called that a part was missing or defective, we paid overnight shipping to get them one right away. When someone called to order a new part because they had messed up the one in the kit, and admitted that to me, I would offer the same free part, overnight delivery, if they would tell me how they messed it up. Helped me improve the instruction manual to prevent others from making the same goof.
The overwhelming majority of folks are honest. If you treat them as though you believe they are honest, they will usually respond with gratitude. We are all tired of being treated like thieves...
I don't mind paying more for a quality item and a company who backs them. I also like to hear the good and sway my business their way.
It may go to say if this were common it might have been a different experience (as in sending the pipe back) but maybe they have few problems because of their quality and not a common occurrence.
Reminds me of a story -- true or not, I don't know, but it illustrates the point:
A British gentleman was touring the continent in his Rolls Royce. In Switzerland his "man" (butler, secretary, chauffeur, etc.) ran a wheel off the road, and broke the rear axle. A call to the factory resulted in a mechanic, with a new axle, on an airplane the same day. Within 30 hours, the man was back on the road.
When he returned home, after some time, he asked if they had received an invoice for the service. When told they had not, he wrote a letter to RR, explaining the circumstances, date, mechanic, etc., and inquiring about payment. He received the following in return mail:
Dear Sir,
Thank you for your kind inquiry regarding a supposed mishap in Switzerland. We regret to inform you, however, that you are confused about the matter. Rolls Royce automobiles do not break axles.
Best regards,
(Signature)
Quote from: lragan on April 29, 2008, 10:40:58 PM
Reminds me of a story -- true or not, I don't know, but it illustrates the point:
I don't know if it is true, but it is a good story.
:cool: :cool: Yeah that was a good story I like to think they would be like that and others would take note !!!
I think the difference here is businesses who deal in specialized products -- such as motorcycle accessories and model airplanes -- have a smaller universe of customers. Almost like a fraternity. They understand their needs being they share their interest in motorcycles, or whatever. Given that, they are more likely to give customers the benefit of a doubt, knowing they are more likely to have the others' interests in mind.
I had a similar experience this past winter at the motorcycle show outside Detroit. Keeping an eye out of boots for my wife who was not with me at the time, but looking for ideas, if nothing else. Walking past a booth with a ton of boots on display, I spotted a pair, good price but they were closeouts, couldn't order later. I called home, made sure I got the right size. Told the guys manning the booth my situation.
They said "Take the boots home. If they fit, call us and we can settle up. If they don't, ship 'em back." They did not take my name, phone number, or address.
The boots fit, my wife loved the styling, and I settled with the guys the following day. When I thanked them for the arrangement and mentioned how unusual it was for a business to do this, they said: "We have yet to be screwed over by a biker."
I still have their card in my wallet. Two Wandering Gypsy's Footwear Company, based out of Concho, AZ.