HarleyTechTalk

I sent some heads and cylinders off to Diamond Heads the first of March. UPS says they received them March 4. To date, I've not received the parts. My people have called repeatedly for the last week and a half asking for a ship date. Initially, we were told they couldn't find them, then they lost the FED EX tracking number-they'd call back. Now they hang up or don't answer the phone. This morning, my guy called on the shop land line several times with no pick up, then called on his cell and the girl picked up right away. She put him on hold to 'check on it' and after 45 minutes of being on hold, she hung up. I've also sent them an email politely expressing my frustration with no response as of yet. This is for one of my top clients and he is getting antsy, needless to say. Are they going out of business? Anyone know these folks? WTF! 

I've never personally dealt with them, but from folks I've talked to, your experience with them is S.O.P.

I hadn't dealt with them in a few years, but I sure don't remember this behavior. Too bad, really.

seen this? -

http://harleytechtalk.com/htt/index.php/topic,70823.msg773995.html#msg773995

we just talked to them,, they were at bike week, and got behind, things should be caught up soon!

Quote from: tomcat64 on April 02, 2014, 02:03:59 PM
we just talked to them,, they were at bike week, and got behind, things should be caught up soon!

What you just said here is what they should have told the OP, not kept blowing him off.
Ron

Just talked to them today about doing my B2 heads and the said they have a program to do them and the turnaround would be 7-10 business days.
They answered the phone on the second ring but now you got me scared. 

My guy Max called probably 20 times today from the shop phone. It either rolled to VM or simply rang. I called on my cell twice and it only rang. Max called from his cell and a young lady answered, said she'd check on it and he was promptly put on hold for over 45 minutes before the line went dead. I'm thinking the caller ID is tripping the Ignore mode there. I just need to know what is going on for my customer. Still no reply to my email. Hey, I just need something...and we've been chasing them now for over a week.

I understand about bike week, but still-no one answer a phone, return a call, send me an email?

For what its worth I sent them an email and directed them to this thread.

Thanks Thump. My client is has gone out of town and if I still have nothing when he gets back, it ain't gonna be pretty. Did I mention he's also friends with the owners? Yeah...

www.usridernews.com/.../diamond-heads-founder-in-wreck-wife-killed

Quote from: rob71458 on April 02, 2014, 04:28:23 PM
www.usridernews.com/.../diamond-heads-founder-in-wreck-wife-killed

2 years ago...

[/quote]

2 years ago...
[/quote]          I thought it was this year. 

Well, another day of messages left, phones rolling to VM and no email response...

I had two friends go thru the same scenario....their experience sounds like a carbon copy to yours.   

I used them many years ago. Before accident. One week done and back. But also before this was popular

Well, Thursday I finally emailed the owners and stated we had hit a wall. They are brothers, attorney's actually that are in banking, real estate and love Harleys. Although they are typically in the store on a regular basis, I don't like to get them involved in the 'daily mess' unless there is no choice. They are a well known and influential family and I always let them know of a potential client issue so they don't get blind-sided. The senior brother called me right away, we discussed the situation and he said to go ahead and order replacement parts for the client-he would work on things on his end. 20 minutes later, I was with the parts manager selecting the SE heads-the client had an older set of SE heads that are no longer available-when the Parts Manager's phone rang and Diamond Heads was on the caller ID. Yep, they found our parts in the FedEx overflow-not sure what that is-and they had been shipped 2nd day air...and they had a tracking number. We verified the tracking number and a package was indeed in transit. We'll see...
Diamond Heads may have the greatest product out there, but in this day and age of instantaneous communication, there simply is no excuse for the lack of communication perpetrated by this business. We were on the verge of spending some $1400.00 to replace these items simply because no one of position or responsibility would take 5 minutes to call us back for nearly two weeks! Bad fellas, really bad!

Glad it seems to be getting straightened out.  Too bad to YOUR customer you still wind up with some mud splattered on your business.  Maybe not much, but they still had to get involved.  With a rep like that, someone has to come out with a replacement product to the Diamond Heads solution.

but we cant "report" on dealers.

Quote from: garyajaz on April 06, 2014, 10:40:40 AM
but we cant "report" on dealers.

Maybe it's because even when they do the right thing, it's still perceived as 'wrong'. Much like this situation could be portrayed. Everyone loves to slam the dealer.

Well, the parts came in, they look great. I just don't understand the lack of communication.    So, there ya go fellas. Proceed with caution....

PS...installing the heads,tech went to set the rear and found the top side scratched and gouged all to hell. We were so busy looking over the rest of the job, didn't even noticed the top...If I had to guess, the head came loose in the jig and the robotic arm scraped all over it. No way that was going to seal up, so I dropped it off at a local machine shop to have it resurfaced. I figure a .005 cut will clean most of the scratches that run from internal oil areas to the outside. Fortunately, none of the deep gouges go from internal to external areas. I took pics, but they are on my phone. Now I'm wondering if that is the real reason why the 'no communication'? It seems like kids are running the show and they have no clue...No disrespect intended-just really disappointed.

Somebody needs to call the "better business bureau" on these people. That will wake em up. That's what im gonna do if I have these issues. 

I figure posting my experience will serve as a 'heads-up' (no pun intended) when dealing with these folks. At the end of the day, I got the parts back, had the top of the front head cleaned up by the local machine shop, it's together and the client is happy. I just don't get handling things so poorly. It's not that hard to do it the right way.

Send them a e-mail to ck this site , maybe someone  will figure out bad news travels fast , lots of viewers on this site and their  bottom line if they give a "Potty mouth" will tell the tale.