Direct Line Parts

[Tundra]

Has anyone noticed a "decline" in customer service, attitude, and shipping times regarding Direct line parts? I certainly have! I will not bash them, as I've been very pleased over the years. Just wondering if anyone else has noticed a "change". Maybe a change in management?

[Sharkey]

I noticed it last year when I ordered my Ultimate Seats on sale last year. I took absolutely forever to ship, and when I called they acted like I was bothering then. I sent a email to Hal Greenlee, who quotes if something is bot right let him know on the GWRRA board, and never got a response back. I was pretty hot at the time.

I have ordered again recently and things were better. Luck of the draw maybe?

[JimL]

Has anyone noticed a "decline" in customer service, attitude, and shipping times regarding Direct line parts? I certainly have! I will not bash them, as I've been very pleased over the years. Just wondering if anyone else has noticed a "change". Maybe a change in management?

Absolutely yes!  Once after waiting for over a week for my shipment I called to inquire why things were taking longer than normal.  I got the second most common reply (by the way it appears that the #1 reply you hear on the phone these days is: "Due to unusually high call volume..."); "New computer system and there are kinks in it".

My last order (petcock rebuild kit) was a bit quicker, hopefully things are back on track.

[VALKTERY]

Well maybe I'm the exception, but they have never let me down and I've spent thousands with them, but I am dissapointed to see lately with there sale promotions you have to spend $200  befour sale prices kick in....

[rmrc51]

I've seen experienced issues that basically prevent me from doing more business with them.

• You have to call them to find out what the status of your order is. You could be waiting weeks for your part to arrive and finally find out that they're out of stock.
• And related to the first item, they have absolutely no idea when out of stock parts will be in! I have called numerous times regarding an order I had placed and each time I call, the supposed receiving date is always pushed back even further.

Unfortunately, these are the reasons I try and NOT deal with them. 

[Lyn-Del]

I thought their shipping had improved.  I automatically expect to wait about 2 months for parts from them, but the last few shipments have come in in less than 2 weeks.  In fact, the Rune tires I ordered came in so quickly, it was almost scary!

I just try to anticipate needs, and keep essentials like brake pads on hand.  Things I need more quickly, I order from my dealer.

And on some things, my discount with my dealer gets me as good, if not better, pricing.

[cutter]

I have used them less over the years. I have a dealer I can run by on the way home, so when I know I'll be doing some to the bike I'll swing by and order up. 2-3 days and they  have it. When I pulled the motor to replace the rear cover due to 2 alternator bolts snapping off I opted to order from this dealer. Boy, I am sure glad I did. I decided to replace all the bearings and seals while I was in there just because. I took them 3 tries to get the out-put shaft bearing right. On the third time I brought in the old cover and bearing. Come to find out, Honda's micro-phish showed the wrong part number. Got the right number off my old bearing. Something like that may never have gotten corrected through mail and phone calls, let alone the shipping time and cost back and forth. They were very good about it in all ways and thats why I keep returning to them. By the way, it's not the dealer I bought the Valk from.

[Spirited-6]

I noticed it last year when I ordered my Ultimate Seats on sale last year. I took absolutely forever to ship, and when I called they acted like I was bothering then.
QUOTE:

I also ordered a Ultimate Seat that was on sale and needed to return for several reasons. Took 30 plus days to get credit on my card. I did not want a large credit on my card as I pay card totals every month. My card company was nice to not bill me for the charge until credit was received.

[Gougedeye]

I am not sure of Hal's role at DLP, but in his defense, he has had some pretty serious health issues in the recent past.  I believe he had a pretty extensive stay in the hospital, something like 2 months and then rehab.  This is not an excuse for shoddy customer service, but maybe an explanation as to what might be happening.  MG

[hubcapsc]

I ordered some stuff from them last week. I got my case of oil
and a Cobra reservoir cover that I got to match the one I picked
up from a cut-out bin almost right away. Still waiting on the
out-of-stock large star washers with big thick looking rubber
backers I need to hopefully cover up this mess:



My painter will re-do, but I don't think it is his fault and don't
want to through all the rigmarole, if I can make it good-to-go with
a big washer.

-Mike

[John Schmidt]

When you call to post an order, you can have them check right then if the part is available and they will give you an estimate on when they should receive it. The prices are as competitive as anywhere else and I've never experienced an attitude with anyone I've talked to there. In a number of cases, I've actually received the item sooner from them than other items ordered from HDL...items like brake pads that are always in stock because they're used by other models. That seems a bit strange to me since I live only a couple hundred miles from HDL and it always takes longer. With Service Honda, if I order something early Monday I often will have it by the weekend....and I'm 1,000 miles away.

Plus, if you use their "Advanced OEM Parts Lookup" connection, you get a much better screen to work from.

Just my opinion, nothing more, but is based on experience of many years using both dealers for both the Valk and numerous Wings.

[DFragn]

Has anyone noticed a "decline" in customer service, attitude, and shipping times regarding Direct line parts? I certainly have! I will not bash them, as I've been very pleased over the years. Just wondering if anyone else has noticed a "change". Maybe a change in management?

Yes, me too! I stopped using them a few years ago. The delay's I had I determined to be due to non-stock items, especially OEM parts.
Now I order through my local Honda parts counter who matches the internet pricing and No Kidding my OEM parts are here and ready for me to pick up in less then 24 hrs.. Sometimes if the parts are located at a Honda warehouse further away it's under 48 hrs.

Granted I'm in the Chicago Metro area and I'm pretty sure there is a near-by warehouse. But, less then 48 hrs.! if it comes from another! I can't beat that...

[Steve K (IA)]

Has anyone noticed a "decline" in customer service, attitude, and shipping times regarding Direct line parts? I certainly have! I will not bash them, as I've been very pleased over the years. Just wondering if anyone else has noticed a "change". Maybe a change in management?

Yes, me too! I stopped using them a few years ago. The delay's I had I determined to be due to non-stock items, especially OEM parts.
Now I order through my local Honda parts counter who matches the internet pricing and No Kidding my OEM parts are here and ready for me to pick up in less then 24 hrs.. Sometimes if the parts are located at a Honda warehouse further away it's under 48 hrs.

Granted I'm in the Chicago Metro area and I'm pretty sure there is a near-by warehouse. But, less then 48 hrs.! if it comes from another! I can't beat that...

That nearby warehouse is just across the river off I-80 in Iowa.  It's huge!

[Mr.BubblesVRCCDS0008]

Always had good luck with them. I had an alt. go out and called them, David said it would be a week before he got one. I told him to overnight it as soon as he got it. The next day UPS was at my door. He drop shipped from another warehouse straight to me.

[Grumpy]

Has anyone noticed a "decline" in customer service, attitude, and shipping times regarding Direct line parts? I certainly have! I will not bash them, as I've been very pleased over the years. Just wondering if anyone else has noticed a "change". Maybe a change in management?

Ordered some fasteners for the fairing, brass inserts, 6 of them. they shipped 3 separate orders with 2 in each shipment, took over 3 weeks to get all of them. Kinda screwy way to do business.

[Bob E.]

HDL is pretty much the only place I buy anything for the bike.  I've never had a problem and service has always been quick.  The only problem I ever had was when I ordered a new front fender and it came in the wrong color.  It wasn't their fault...the number in the book was wrong...and I would say they went above and beyond to correct the problem quickly.  Not only that, but they are a pretty big supporter of the boards...not necessarily this one...but VOAI and bigbikeriders.com (along with the numerous other associated boards there).

[gregc]

  Yes I have seen them become alot slower with their shipping. I placed my last order with them on april 5, haven't even gotten a comformation from them yet ,that it has shipped,  but they have charged my account.  I have spent alot with them over the years, but they are slowing down of late.

[SteveL]

I ask if it's in stock. If the answer is "no" then I don't order.

If they don't know if it's in stock, then I don't order. I may order a few oil filters, or other itmes that add up a bit. Nothing too heavy, as you need to exceed a certain dollar amount now for free shipping.

I always buy tires from a local dealer. Usually they match on line prices.

Direct Line is a victim of their own success. They're bigger now and that's more difficult to manage. The cut their teeth on Valkyrie parts and Valkyrie customers, but when mother Honda abandoned us, ....well.. the other board was a "business decision".

[Dag]

I placed 14 orders with HDL in 2008 and 2 orders so far this year and I have no complaint.
In february they had 10% Off BIKEWEEK 2009 Sale. I placed an 2K order the day before I received their email about this sale.

Here is the email I got from Cris:
I just applied the 10% to any item, that had not yet been billed. I also issued a credit to your credit card for $189.18.

Chris

[valk2128]

I also experienced long waits for my merchandise and when I called they were not very customer oriented.   If I need the parts quickly I call my local dealer, if I can wait   and save money I place and order with DLP. 

[junior]

what ever you do dont trust them over the phone when you cancel an order, they will tell you the have to charge you 20% restocking charge, (this i dont have a problem with if the had actually had the part instock to handle) then they assrape your checking accouunt for almost 30% if anyone doubts what i am saying, dont defend them on the board, e-mail me and i'll send you the stats and figures. cause after theis last dealing with them i will nolonger refer them nor would i buy from then ever again

[Momz]

My local dealer always beats DLP prices.
I am an AMA member and that allows me at least a 10% discount wherever I go. Plus when ordering from my local dealer, I never have to pay shipping.
My orders allways come in on Thursday, except if I order on Tue. or Wed., then the order will come in on the following Thursday.

[Bladedog]

I guess I'll see how they do.  First experience with them, ordered my petcock kit on the 17th, got an email THIS MORNING that it had shipped. 

[REDTIM]

ordered from them and waited two weeks and got one item of the several I ordered the others didn't say that they wrer backordered and finally after two weeks i called them and they told me that they would have them in the next day and that they would ship the next day. After two weeks waiting they will ship and that makes it three weeks. I think that service is slipping there and would think again before ordering again from them if I want my prth any sooner. I think that with honda moving back to japan we will be having more problems in the future. 

[Smokinjoe-VRCCDS#0005]

I've always had pretty good service from them and will buy from them until they do not give me good service. I drive right by one Honda dealer here in east Tennessee to get to the next one just never liked the dude that owns the one store  HDL has always shipped to me pretty fast.

[Tundra]

After I recieve my order I will be officially through with them. I will just say they have opportunities to improve in follow up and customer service, and leave it at that. My local Honda Dealer assures me he will match prices and most orders will be within 24-72 hours. Three days beats three weeks with no follow-up! The sad part is, I could have bought a new bike for what I've spent over the years there.

[gregc]

 Thats it, I am done with them. Cancelled my order tonight, it has been 20 days since I placed the order and they charged my account, nothing in the way of an e mail or phone call.  I called them Monday, was told it shipped out of Ohio. I am in Pa. I could have driven there and back since monday. Sorry to see them screw up, I was a loyal customer over the years, but NEVER AGAIN.