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Vanderhall customer service is poor. - Printable Version

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Vanderhall customer service is poor. - Vector-BFC - 04-07-2020

My 2020 Venice Blackjack has a few issues. Issues that could have been prevented if the manufacturer examined the unit for quality prior to shipping to my dealer. The steering column boot is not installed correctly, the speedometer is off by 5-7 MPH and the big issue is the finish on the hood. I am aware matte paint can get imperfections but my hood has spots, swirls and scratches, the rest of the vehicle look good. VH has agreed to replace the speedometer but they say the boot is just for dust is not an issue to them and have refused to replace the hood. 
I have a great dealer, Open Road Motorsports in St. George UT. The owner is driving the 35 miles to my home to see if he can get the boot correct and install a new speedometer. He is also bringing a product (his son does detailing) that may improve the look of the hood. It looks as it I'll need to have it wrapped, I do not think the finish will change with a detail. I find it unacceptable that VH would not replace the hood. When I spend 25K on a new vehicle I expect it to be 100% correct.

RE: Vanderhall customer service is poor. - Trip - 04-08-2020

I agree the customer service is horrible and most dealerships (motorcycle and powersports) have no idea how to work on them. When I bought mine pretty much assumed I would be on my own. I also agree the finish on the ABS plastic panels is not perfect. My hood has dimples in the finish and have heard the same from others on hood and roofs. Owning one is defiantly going to be a labor of love.

Fiddyfoe - Fiddyfoe - 04-11-2020

(04-08-2020, 02:48 PM)Trip Wrote:  I agree the customer service is horrible and most dealerships (motorcycle and powersports) have no idea how to work on them. When I bought mine pretty much assumed I would be on my own. I also agree the finish on the ABS plastic panels is not perfect. My hood has dimples in the finish and have heard the same from others on hood and roofs. Owning one is defiantly going to be a labor of love.
I agree with both of you re the service. I called about the “non-recall recall” (doesn’t look NHTSA ordered) for the 17-19 front suspension to my neighborhood dealer (~250 mi) to see if they got the kits in for the fix so I could make an appt. I got a letter 4-5 days ago but they didn’t know a thing about it and said that’s not how it works anyway. I am supposed to bring it in, they remove the part and send it to corporate and we wait for a return. I wait at the local Motel 6 or drop it off and come back later. 500 mi rounder X2. Hopefully the tune will change when they find out more. Same with my one-channel stereo. Same gig. We send, you wait. I just bought a new amp as it would be far cheaper and way easier than the dealer imposed torture. You’d think, with the paucity of dealers, they’d be a little more geographically sympathetic and willing to work with you. Appears not. Btw, Trip, loved the autocorrect in your close. Definitely and defiantly fits the mood.

RE: Vanderhall customer service is poor. - coolwhip - 04-11-2020

You might be making too much out of this. It's not a safety recall, it's a fix for a potential problem where the suspension will bump the frame (aluminum tub) if you hit a bump too hard and bottom out. The fix is drilling two holes and attaching a small bracket, with a rubber bumper, on each side. My dealer acted clueless but checked on it and said he didn't have the part, and would have to order it from the factory. I didn't get as far as asking if he would order the part before I bring it in, but there is nothing to remove or replace, it is an addition. I don't plan on taking it in until later, and when he can assure he has the part. I live too far away and have to wait while he does the work. Supposed to only take 1-2 hours according to letter.

RE: Vanderhall customer service is poor. - Vector-BFC - 04-11-2020

VH has agreed to replace the hood. There will be a wait because VH laid off 90% of the workers due to the virus.
Tuesday my speedometer and cruise control module will be replaced.

Fiddyfoe - Fiddyfoe - 04-11-2020

(04-11-2020, 05:52 PM)coolwhip Wrote:  You might be making too much out of this.  It's not a safety recall, it's a fix for a potential problem where the suspension will bump the frame (aluminum tub) if you hit a bump too hard and bottom out.  The fix is drilling two holes and attaching a small bracket, with a rubber bumper, on each side.  My dealer acted clueless but checked on it and said he didn't have the part, and would have to order it from the factory.  I didn't get as far as asking if he would order the part before I bring it in, but there is nothing to remove or replace, it is an addition.  I don't plan on taking it in until later, and when he can assure he has the part.  I live too far away and have to wait while he does the work.  Supposed to only take 1-2 hours according to letter.
Yo comprendo. That wasn’t my point and that’s why I weasel worded it. Truly, not a formal NHTSA recall. Dunno, maybe they’re trying to stay ahead of one. My point was that the dealers and dealers in concert with the mfr can be a pain. I think your post pounded that nail in a tad further. Roger, rubber snubber on the frame. The engineers think it necessary enough to come out with a “recall”, I’m game enough to comply. Not looking for a cracked aluminum bath tub. And no, no part exchange - this time. Dealer didn’t know that but still demanded a look. I’d do it my self but I doubt they’d buy off on it. They didn’t with my broken stereo amp. Kicker dealer in town offered up a formal invoice used with other mfrs along with a certified destruction of the old. No dice. With regard to the snubbers, much like the humble circle with no beginning or end, we come back around again now to the dealer. Maybe they’ll get up to speed in a couple weeks.

RE: Vanderhall customer service is poor. - BLACKJACK2020 - 05-25-2020

Does this issue affect the 2020 Venice Blackjack?

RE: Vanderhall customer service is poor. - Fiddyfoe - 05-26-2020

(05-25-2020, 09:09 PM)BLACKJACK2020 Wrote:  Does this issue affect the 2020 Venice Blackjack?
Not that I’m aware of. My letter is for 2017-19 Venices only. FYI I tried again a couple days ago and they are singing the same song. Bring it in so we can call corporate to get what’s needed. I told him they send a kit, no defective parts to remove. Completely lost on the guy I talked to. Gave him the “Service Campaign” number to research and will call back in a couple days. Should be “yeah, got the kit. When do you want your appt?” not this ridiculous drive it 2-300 mi and leave it with us. I know this doesn’t affect you. This time. I whine for the others who may read this thread.

RE: Vanderhall customer service is poor. - BLACKJACK2020 - 05-26-2020

The more I delve into Vanderhall the more I don’t want to...all these issues are killing the fun of ownership’ insurance problems, dealers ineptness, vanderhalls customer service, I’m only gonna use this for the summer...this is way too much hassle for couple months of fun!!

RE: Vanderhall customer service is poor. - Vector-BFC - 05-26-2020

(05-26-2020, 05:57 AM)BLACKJACK2020 Wrote:  The more I delve into Vanderhall the more I don’t want to...all these issues are killing the fun of ownership’ insurance problems, dealers ineptness, vanderhalls customer service, I’m only gonna use this for the summer...this is way too much hassle for couple months of fun!!
Vanderhall relies on dealers to handle issues. The availability of service is limited right now due to the reduced staffing at the factory (Virus BS). I've dealt with worse namely Triumph Motorcycle. 
Do not let a few issues reported by other owners to dissuade you from buying a Venice. This is the most fun vehicle I've ever operated. I flown all kinds of aircraft, too many motorcycles, and a few super-cars, none have the fun factor. 
Attention to detail is lacking everywhere these days. I had two issues VH and my dealer made it right. I really think VH wants to please its customers.