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Iron Butt
Posts: 1158
Richmond, Virginia | Ok, being in the sales and customer service industry maybe I am just more sensitized to marketing and customer relations. My stores average sale is in line with what the price of most
any Victory motorcycle costs. So I feel i am well qualified to express how I feel about the following issue.
Victory sends out mailers and emails to all of its customer data base (people who have either purchased, or shown interest in purchasing). I just got an email today with a promotion to
come test drive a 2009 Victory. What I didnt nor have ever gotten was a 1. We know you just bought a Victory in the last few months, THANK YOU we would like to offer you ______
as a gesture of thanks for your purchase. Nor did I get a marketing piece that was dedicated to the particular model bike that I just bought offereing accessories, product information etc etc.
To send an existing customer a promotion within months of their recent purchase shows the consumer that the manufacturer does not hold a recent purchase with any significant regard compared to a new purchase. What they also do not understand is that to send someone like me a marketing piece that offers A BETTER DEAL then what I was given a few months ago, is
pretty crappy. All it would take from Victory are a couple keystrokes and send NEW PURCHASE information ONLY to NEW interested customers, and send the rest of us who have just made new purchases, marketing that is related to us. If I just bought my Lexus and two days later you invite me to drive a new lexus that makes me feel unvalued etc etc.
Ok, im done venting, its friday, I rode my Vision to work and its freezing, so im excited to
heat up the clothes and the bike and ride home...... o n l y to meet the inlaws for d i n n e r ............someone please kill me...... after my ride, of course............................ |
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Cruiser
Posts: 215
Boydsville, AR United States | Your right on in reguards to the marketing. I bought mine in Aug, and haven even received the magazine. You would think they could send out a keychain at least. Last Eddie Bauer I bought, Ford sent me out a nice Eddie Bauer overnight bag. The dealer keeps calling, but?????
OK, BANG BANG! Can I now have your ride? |
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Cruiser
Posts: 297
VA | I agree, but I take it a step further. I think Victory is really missing the boat with a lot of their marketing. I do believe that since they are now running this promotion for a free 5 year warranty, they should offer a reduced price to people who bought last year's bike at a discount. It makes you regret getting one right away (OK, that's a little much, I love my Vision, but I still wish that it had come with a longer warranty period). The people that bought the bike with faith in Victory and their products should get a little reward. Without us, Victory might be in a lot more difficult financial position today. Obviously, they must want to drum up business if they are offering the extended warranty for free anyways, but as a recent customer, I do feel under-valued. |
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Cruiser
Posts: 51
| I am not sure what you are venting about, I got my polish and rag!!  |
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Visionary
Posts: 8144
New Bohemia, VA | With 35,000 on the odo, I vent everyday!  In the year or more I've been on this forum, all people do is vent, and nothing, nada, zippo, zero has changed because anyone has vented on this forum. Please write a real letter to Polaris, Victory, Harley, Honda, Suzuki, Kawasaki, etc, etc, etc. and maybe they will change and do what the customers want. There is no pipeline dumping all this minutia and manure on the desk of whats his name, Victory head cheeseman there in Sprung Leak, Iowa. My Vision is broke, but it's the best bike out there. My Vision has a hang nail, but it is the best on the market. My Vision didn't come with what his did and I got a raw deal because my dealer closed, but there is not another bike on the road like it. Sorry, I just had to vent!
Edited by varyder 2009-02-20 7:58 PM
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Tourer
Posts: 447
Northeastern Penna. | I love my Steel Gray Vision, but it's a matter of principle regarding some points brought up
about the warranty issue. Victory should have at the very least offered a discount on the
extended warranty to all 08 owners who purchased before this offer was released. "Quit your
whining" comes to mind, from some that will read this, but you wouldn't reject the offer from
Victory if presented to you. I emailed Victory asking about this topic, all I received was an
automated response. |
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Cruiser
Posts: 249
Montreal, QC Canada | Ok...I'll vent too. Do you use hot, warm or cold water to wash your ride? Is it soft or hard water? Why do you think we are riding from Phoenix to Florida then back to Toronto? It sure isn't to see the scenery. We are going to poll every Vision Owner we see along the way, and YES, we will include pictures. |
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Visionary
Posts: 3006
San Antonio, TX | ken and pen, both had to put up with my venting yesterday here in San Antonio over lunch. It really gave me heart burn to see the beautiful show chrome front forks that they have on their Vision. The chrome put Victory's to shame.
I spent most of last night tossing and turning trying to figure out how to save the money and get my Vision to the AZ dealer to have mine done!
Ride safe and come back anytime! |
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Visionary
Posts: 8144
New Bohemia, VA | kenandpen - 2009-02-20 10:25 PM Ok...I'll vent too. Do you use hot, warm or cold water to wash your ride? Is it soft or hard water? Why do you think we are riding from Phoenix to Florida then back to Toronto? It sure isn't to see the scenery. We are going to poll every Vision Owner we see along the way, and YES, we will include pictures. WELL K&P, I WOULD LIKE TO SHARE WITH YOU MY BEEF ON THE VISION OVER SOME BEEF, GROUND NO LESS. IF YOU ARE PASSING THROUGH THE COMMONWEALTH, LET ME KNOW WHEN AND WHERE. I'VE GOT MY LIST READY!!!!!!!!!! |
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Visionary
Posts: 1324
So Cal | radioteacher - 2009-02-20 7:50 PM
ken and pen, both had to put up with my venting yesterday here in San Antonio over lunch. It really gave me heart burn to see the beautiful show chrome front forks that they have on their Vision. The chrome put Victory's to shame.
I spent most of last night tossing and turning trying to figure out how to save the money and get my Vision to the AZ dealer to have mine done!
Ride safe and come back anytime!
Try to contact Victory and the say talk to you dealer. Talk to you dealer and they say they all do that. Good product is only part of it. Its the dealer/factory experiece that is lacking. From what I gather, no dealer can make major warranty repair without contacting the factory first. That does not instill trust in you dealer network. And the dealers here are far and few between. Wonder why? |
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Iron Butt
Posts: 742
North Orange County CA | I received at least two mailers from Victory giving me multiple discount coupons for clothing, accesories, and service. They were redeemable only at the dealer where I purchased the Vision.
I also was sent the polish kit.
If they just had offered some Vision specific clothing, I might have used them. |
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Puddle Jumper
Posts: 10
Savage, MN | Geez O'Palamino people......Shut-up and ride!!!! (those of you that can) |
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Cruiser
Posts: 235
Kincardine, Ontario, Canada | Sorry, but I have to agree with VaParadox, Victory needs to follow HD lead in this area. I never had a issue with HOG. I received regular monthly magazines in a timely manner, excellent service when I needed them, and never an issue with customer support from the manufacturer.
If you ever been to the HOG website, (you need to be a member) its fantastic.
Okay so now you are asking if I was so happy with HD, and they bent over backwards to keep me, why did I buy a Victory?
At 6'4" and 210 lbs, I could never get comfortable on my HD's. I spent thousands, changing seats, handlebars, floorboards, extenders, highway pegs, windshields, etc. I sat on the Vision at a motorcycle show and was in heaven.
My vent, I have to wait 2 more mths for this damn snow to go....... |
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Cruiser
Posts: 260
| Interesting posts. Marketing is extremely expensive. With a pimple on the ass of the market share they have they can only do so much because it comes off the bottom line profits. I think the 5 year warranty was a bold move on their part and a costly one (I believe they have to set aside $$ every year for this because it's a liability). No matter when they made the cut off, it would of effected someone. Been riding Vic's since 2000, perfect heck no, but I am still buying them! |
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Tourer
Posts: 562
SC, Bluffton | I just quickly add that I also don't understand all the email I get for purchasing a new Victory. I was the first Vision owner in my area. I had to reserve one online, so they know all about me. Maybe I think I am more special to them than actuality. LOL
I also don't understand the 5 year warranty, but maybe sales are sucking for them, and everyone else.
My wife just saw an Ice Blue one the Victory cover yesterday. She said it looked great. I hate it when she does that. Makes me want to trade up just for that color & 5 year warranty. (o: We love our Super Steel Gray though.
Herb |
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Tourer
Posts: 506
Woodland Hills, CA | Try to contact Victory and the say talk to you dealer. Talk to you dealer and they say they all do that. Good product is only part of it. Its the dealer/factory experiece that is lacking. From what I gather, no dealer can make major warranty repair without contacting the factory first. That does not instill trust in you dealer network. And the dealers here are far and few between. Wonder why?
I totally agree!
I am in the middle of this right now. My dealer says talk to Victory, and when I talk to Victory (when I have the time to wait on hold), they tell me to talk to my dealer. I have had a relative minor problem since the bike was new (about 8 months ago), and am still in the middle of this insane ping-pong game!
The Vision is the best bike I have ever ridden for reasons we all know. But as I have written before, without customer service the Vision is doomed to flounder and, at best, barely hold its own, no matter how good it may be. Victory needs to do it better than the rest (or at least as good), and I can tell you from what I have seen that they have a VERY long way to go!
I keep seeing Victory dealers going out of business, and I have to believe it is, at least in part, due to Victory's poor customer support.
Having said all that, I just keep riding, and loving every mile! |
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Tourer
Posts: 404
San Antonio, TX United States | kenandpen - 2009-02-20 10:25 PM Ok...I'll vent too. Do you use hot, warm or cold water to wash your ride? Is it soft or hard water? Why do you think we are riding from Phoenix to Florida then back to Toronto? It sure isn't to see the scenery. We are going to poll every Vision Owner we see along the way, and YES, we will include pictures. Kenandpen, If you make it close to the Virginia Beach area, drop me aline and you can poll me on my Vision as well. |
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Cruiser
Posts: 235
Kincardine, Ontario, Canada | candubrain - 2009-02-21 7:35 AM
Sorry, but I have to agree with VaParadox, Victory needs to follow HD lead in this area. I never had a issue with HOG. I received regular monthly magazines in a timely manner, excellent service when I needed them, and never an issue with customer support from the manufacturer.
If you ever been to the HOG website, (you need to be a member) its fantastic.
Okay so now you are asking if I was so happy with HD, and they bent over backwards to keep me, why did I buy a Victory?
At 6'4" and 210 lbs, I could never get comfortable on my HD's. I spent thousands, changing seats, handlebars, floorboards, extenders, highway pegs, windshields, etc. I sat on the Vision at a motorcycle show and was in heaven.
My vent, I have to wait 2 more mths for this damn snow to go.......
Okay Okay, here I go again, once again agreeing with VaPardox. I was at the Pure Polaris website last night, looking over jackets, seeing one I liked, but they do not offer it in a tall size. I decided to email them and ask if they would be getting tall sizes in. Here is the reply I got.
Thank you for contacting Polaris Industries regarding your questions about your Polaris product. For answers to your technical/product questions please contact your local authorized Polaris dealer. To locate a dealer near you, please click on the following link http://www.polarisindustries.com/en-us/Vehicles/FindADealer or visit our website at www.polarisindustries.com.
Again, thank you for taking the time to contact Polaris Industries.
Consumer Services
Polaris Industries, Inc.
************** DO NOT REPLY *************
Reply mail to this address is not received.
****************************************
Consumer Services
Polaris Industries, Inc.
************** DO NOT REPLY **************
Reply mail to this address is not received.
*************************************************
Is it me or did I just get a standard, no we are not going to answer you stupid question reply?
that is poor customer relations as far as I'm concerned. |
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Cruiser
Posts: 297
VA | I don't understand why they even have an email address because no one I know has ever gotten anything other than that reply. Is there someone on the inside that knows if they even read emails? I know they must get a lot, but come on, referring everything, including a suggestion, back to the dealer is pretty lame. |
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Cruiser
Posts: 235
Kincardine, Ontario, Canada | divesharc - 2009-02-23 7:42 PM
I don't understand why they even have an email address because no one I know has ever gotten anything other than that reply. Is there someone on the inside that knows if they even read emails? I know they must get a lot, but come on, referring everything, including a suggestion, back to the dealer is pretty lame.
Agreed, I'm looking at spending almost $400.00 for a jacket, I know if I go to the dealer, he will check the catalogue and say: "nope, not available"
Then we have to listen on the news how the manufacturers and retailers are suffering. Could it be that they are being too governed by the BEAN COUNTERS? That all the can see is today's bottom line? Let's not spend any more money than we have to in order to solicit future business! Oh, if we don't make our target profit for our shareholders, we can always lay off the poor smucks again.
OOPS, sorry, now I'm RANTING instead of Venting, while I'm at it, why don't we give that Bean Counter a big bonus this year. |
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Tourer
Posts: 320
Savannah, GA -Year round riding!! Yay! | I'm glad to see that I'm not the only one befuddled by the emails from Victory to buy another new bike (I got onbe from them about 10 days after I bought my Vic). I recently bought my first Harley, albeit a used one, from a Adamec HD in Orange Park, FL. I received a complimentary cleaning kit the same day that I bought my bike, as well as 2 free T-shirts (and they threw in a free "Real Women Ride a Harley" bumper sticker, just irritate my husband, I think....). The saleswoman called me that afternoon to make sure the ride home was good and if there was anything that needed adjusting. Another call just to check the following week. Then, about 2 weeks after the sale, I received a really nice FRAMED picture of me and my bike, my USED bike, outside the dealership. (When I bought my new Hondas I received a magnetic calendar of me and my bike each time). When I bought my Vic, no follow up calls, nothing. Except the cherished polishing kit. And I, too, have been in the magic "call the dealer, no call Victory" rubber room. I bought the extended warranty the weeke before my 1 yeat warranty expired. The same week that thay announced the new 5 year one (but 2 days before).... OK, I'm done now, too.....
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Cruiser
Posts: 266
Hartland, , WI | pfhague - 2009-02-20 5:34 PM
I am not sure what you are venting about, I got my polish and rag!!
They called me to verify my address to mail my polish and rag...it never showed...but I did get a pin, a welcome aboard magazine, and another one, I think a Victory Patch....Oh the power of a good marketing strategy! |
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Cruiser
Posts: 137
Houston, Texas | Why Not
I bought a new Harley in June of 2004 from a dealer north of Houston. After all of the paperwork was taken care of I was taken to each department at the dealership (motor clothes, parts and service) and introduced to the manager of each department, I was given a large HD bag and briefed on the department and as I left that department another "goodie" was thrown in my bag. In the service department I was shown around the shop and met all of the tech's....and my "goodie" for the service department....a free 1000 mile check-up service coupon. I was also given a phone number to a Regional VP if I had any issues that couldn't be resolved by the dealer.
The saleswoman called me several times in the next week and asked if there were any problems or issues.
In August I received a package in the mail I thought was a book...it was a 8x10 laser etched plate that had MY bike (correct color and VIN) mounted on a very nice piece of walnut.
Victory is Victory and there is no doubt that they don't want to be compared to "the Motor Company" but IMHO they could take some lessons from said competitor.
Do I regret getting off of my HD and buying a first year out-of-the-box bike, NO WAY. The STARSHIP is a step above anything the motor company produces; BUT it would be of some comfort to know that Victory would/could offer me a TOTAL support package that has been a part of Harley for many years.
I don't know that anyone at Victory/Polaris reads this forum and pays any attention to the gripes, rants, vents or suggestions we (a cadre of experienced VISION riders/owners) post but hopefully SOMEDAY the light will click on somewhere in the north.
My nickels worth (inflation). |
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Visionary
Posts: 1350
| I took business in college. There so many people here that know all about marketing and what's the best thing to do. How many have applied for a marketing job at Victory? rofl........ Since they all know the best way to do marketing their resume should get them right in the door and Victory would get rid of who they got? But then they would have to do something besides criticize someone else. What's the old saying? "Put your money where your mouth is?" |
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Cruiser
Posts: 137
Houston, Texas | BlueOx
You're absolutely correct..............BUT I just double checked the title of this string and it hasn't changed
JUST VENTING OUTLOuD
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Just venting outloud
