A little late to the party.........
I will first preface my comment be saying since 1980 I have owned 11 Harley Davidson's. I am saying this just to show I like the marque but (always a but) I feel for this guy that has the dealer basically turning the other way.
I have read all the above responses and the first thing that comes to mind is, would any of us put up with this service from any of the car manufactures. I don't expect perfection from my car but I would be looking for a different auto manufacture after thinking of the times I have had to do battle with my HD dealer. When shopping for a car (in my case a truck) I do have expectations when it comes time for a dealer to perform. I don't have to worry as I am going to the dealer whether they are going to tell me "they all do that". I expect the dealer to do what ever it takes for my to be completely satisfied, and I can't think of a time when that was not the case.
One other case in point, I have a 2009 Road Glide that has had brake problems, first; one of the front rotors was warped, the dealer took care of that, the second issue is the rear caliper started leaking, the dealer is in the process of taking care of that. In both cases the dealer had to order the part from Milwaukee. In both cases the part took over a week to be delivered to the dealer. I also ride BMW's and when ever there is a part the dealer does not have the manufacture over nights that part to the dealer. I know one would call this trivial but arguably you are talking about two "high end" motorcycle manufactures, both selling for considerably more money than its competition, each dealing with a problem two different ways.
Again I feel for this guy, I have been there and it is sad to have to worry about being take in care of when we need the manufacture to take care of us, and to say well that is just something we have to live with because we bought and ride Harley Davidsons is
(EDIT) I still ride Harley's, and because of that maybe I am part of the cause. The MOCO is relying on this loyalty they have developed and for their sake it better continue.........Bob
Please read this...
A Friendly Reminder - Harley Davidson Community