HarleyTechTalk

I purchased an HD Carbon Kevlar 1/2 helmet (98250-06V @ $250) about 18 months ago. I use it about 75% of the time except for Spring and Fall when I use a full face helmet. The inner "crown liner" deteriorated where it's sewn to the front plastic retainer. The fabric just disintegrated and the liner came apart.

So I went to the HD dealership and tried to order a replacement. Nope, it's not available. Was advised I should replace my helmet every two years though. Thanked them for their advice but I just wanted to replace the removable "snap-in" inner liner. They told me to call HD customer service and ask for advise.

So I called and spoke to a lady who had all of my info on file. She said she couldn't help and referred me to another rep at an elevated level. This next rep wasn't very interested in helping me either. Said that HD never offered the "snap-in" inner liner as a separate part and I should probably call the manufacturer, HJC and deal with them. This guy had an "I could care less" attitude and he made me feel like I was an annoyance and was wasting his valuable time. So I asked him if it was unreasonable for me to expect to be able to purchase replacement parts for a $250 helmet. His response was that I shouldn't have been referred to him as his job was to assist HD motorcycle owners with important issues.................. maybe this was his way of telling me I'm S.O.L.

Geeze, I am an HD motorcycle owner and have purchased many new HD's since the late 60's including my latest; a 2011 FLTRSEU. He ran me off by telling me that if HJC couldn't help I'd have to replace the helmet.

So I guess I'm wondering if my expectations are too high? Am I unreasonable to expect to be able to purchase a replacement part, inner liner for a $250 helmet? Am I expecting too much to assume that HD will treat me as a customer? Do you think HD would possibly ever offer some sort of consideration to a customer, a very good customer? I always do in my business. In fact every customer who ever complains about quality or warranty always gets a concession of some sort. We never let a customer feel like we didn't do everything to keep them in the family.

Am I venting my frustration? Yeah, I guess so.

PS; I did email HJC customer service and they stated that although they manufactured this helmet for HD, they do not supply the replacement inner liner. BTW, they were very prompt and professional.

Ride safe!

Frank

SuperglideSport,

I just got a GMax G55S. Its a low-profile DOT half-helmet, with the retractable shades. It DOES have a pop-in replaceable liner, replaceable shades (Clear and Yellow also available), a removable neck curtain and it fits better than any other helmet I've owned, including H-D, HCI or others. And,... it was only $75. And they come in gloss black, flat black, skull graphics, flames and carbon fiber.
That kind of customer service is becoming more the norm than the exception these days, it seems. 

Good luck.

Jeff         GlockRocket34

Sound like inferior materials.  I would contact HD corporate and let them know.  The dealers response is not appropriate--replacing a helmet every 2 years is nonsense.  Maybe 5 years, but it should last longer than even 2 years before it deteriorates.  I get a new helmet every 5 years, but never had a liner, or any other, problem.  Yours is defective, IMO.  HD should replace it.

I've never heard of a two-year replacement requirement for a helmet, but I have heard the five-year one. Of course, if you drop it, you're on your own.

A good lesson learned (or relearned) here.  No matter how much dough you spend w/ them, a dealer and the Moco are not your best friends.  Screw 'em.

You gotta replace em?


[attachment removed after 60 days by system]

Mine is a 1966 cop skidlid. DOT sticker is under the foam.

cling

Quote from: Tsani on September 18, 2011, 09:03:09 AM
You gotta replace em?

Tsani, ya gotta quit using it as a kickstand support..   

Superglidesport1, the way the moco treated you is unforgivable, the guy says he's there to help customers with important issues, wonder how corporate feels about selling accessories not being an important part of their shareholders income..... 

Quote from: dave629 on September 18, 2011, 08:54:17 AM
A good lesson learned (or relearned) here.  No matter how much dough you spend w/ them, a dealer and the Moco are not your best friends.  Screw 'em.

So true. Moco and the dealer are out to make money, period. It is just a shame you didn't get better customer service from all the above especially since you are such a good customer. They may have just lost a loyal customer and we all know the Moco is fearful of the future considering the age demographics of the customer base. 

Quote from: Dennis The Menace on September 18, 2011, 08:17:41 AM
Sound like inferior materials.  I would contact HD corporate and let them know.  The dealers response is not appropriate--replacing a helmet every 2 years is nonsense.  Maybe 5 years, but it should last longer than even 2 years before it deteriorates.  I get a new helmet every 5 years, but never had a liner, or any other, problem.  Yours is defective, IMO.  HD should replace it.

10-4. I guess I'll write a letter to HD Customer service. I was hoping that my phone call to them would serve to gain some satisfaction.

Maybe their strategy is to deny assistance via phone contact and thereby reduce written correspondence. :-(

Ride safe!

Frank

put more effort into your letter send a copy to customer service, ceo, cfo, pres etc. get a list of the board of directors etc.

keep at it

I'm surprised the rep. didn't say " that's normal, put some miles on it. " That seems to be the dealer line any more.   

My lesson learned long ago after buying a H-D helmet because it matched my 1980 red Super Glide was never to buy a Harley helmet again, and I haven't.  Buy a good helmet from a helmet company.  There are plenty of good ones out there and there are reviews - revzilla.com is a good place to check out.  Today I have a new Shoei.  I still have a bitter memory about my Harley helmet all those years ago.   

Quotethe way the moco treated you is unforgivable,

yeah, They should have told him to go but a HJC for 50 bucks, peel the HJC sticker off , peel the HD sticker off HD helmet an stick it on the HJC. Ether that or the liner costs 149 bucks and they replace the hole helmet.. After all the helmet cost em 25 bucks, sticker is what makes em worth 250..

Max

For what it is worth, the popular HJC Sy Max II flip front helmet has been reporterd to have "non warranty" failures in the chin bar mechanism.  My understanding is HJC isn't considered a top echelon helmet regardless.  I won't be buying another one of those either. 

sgsport don't let HD off the hook!! (as others have posted above)

sidebar - I have a 3/4 type HJC bought in '96 that I just replaced a month ago - I do always wear a bandana under the helmet - but the 15 year old lining only came lose in 1 small spot in all those years & miles............and still looked new

TKF - they say 5 years is long enough on a helmet and time to update.  At my age I can't risk any additional brain fade than I already have, so I figure a good helmet is a good idea.  Last spring I dumped a $400.00 Simpson in the trash that looked like new but had 5 riding seasons on it.  Man that hurt but time goes on.

I've worn 2 helmuts in 30 plus yrs... an old police BUCO helmut, and a current DOT replica one.. replacement? 

Speaking of old helmets - When I had my 1956 Cushman Eagle scooter I went to a CCOA, (Cushman Club of America), event in Lincoln NE about 10 years ago.  Helmets were required for street riding at the time.  One old boy pulled his old helmet out for the event and it was lined with styofoam type stuff.  The lining disintegrated when he put it on and it looked like it was snowing out of the helmet.  His eyebrows, glasses, mustache, shoulders etc were all covered in white powder.  He said he hadn't worn it for years and nobody doubted his word.   

Kansas - don't get me wrong - I know I used that last helmet WAY longer than I ever should have..................but if one always wears a bandana or other head covering - the helmet lining will remain damn near new................our hair and oil in our hair + dirt n such never touches the lining

Most better helmets have removable washable liners today.  Fresh as you wanna be..........

I was lead to believe that you replace a helmet every 3 years or after dropping it or going down.  To preserve the liner a hat or bandana should be worn. 

HJC makes a middle of the road, fully functional nothing special lid.  They are a good helmet for the price (not at $250 mind you).  Personally for the money I suggest trying one of the Street & Steel half helmets from Cycle Gear...that was the helmet I was wearing when I went down and landed on my head.  Saved my butt and the helmet was only $30 in flat black and doesn't have the "bobble head" look some others do.  Otherwise Skid Lid is okay too.

Like what was said before...buy a helmet from a helmet company, boots from a boot company, etc.  You can get a $30 helmet and put a $5 HD sticker on it. 

Want to keep your helmet's liner squeaky clean on the inside if the liner isn't removable? Here's a tip:

Use the dishwasher - minus the dishes. Sit the helmet upright in the washer. The hot water will rinse most anything out of it.

Just don't use the dishwasher's heat cycle to dry it. Remove the helmet before it gets to the heat cycle and let it air dry.

Quote from: Twolane on September 19, 2011, 01:22:08 PM
Want to keep your helmet's liner squeaky clean on the inside if the liner isn't removable? Here's a tip:

Use the dishwasher - minus the dishes. Sit it upright in the washer. The hot water will rinse most anything out of it.

Just don't use the dishwasher's heat cycle to dry it. Remove the helmet before it gets to the heat cycle and let it air dry.

good idea! (it works for computer keyboards so why not?)

Y  uP...........>>>>>>sCRew ed MINe uuUUPP