Harley-davidson customers affected by the clutch problems

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Reference no: EM132161138

Founded in 1903, Milwaukee-based Harley-Davidson Motor Company is an iconic manufacturer of motorcycles with a loyal global following. The company also sells branded merchandise and apparel. Although most recently motorcycle sales have been trending down, Harley-Davidson is financially healthy, with a net income of $114.1 million on revenue of $1.27 billion in 2016.[1]

Manufacturers such as Harley-Davidson must ensure the safety of their products and fix any manufacturing defects. It’s the right thing to do. Customers correctly expect flawless operation of their pricey vehicles, and the organization’s brand reputation is at stake.

Also, consumers today are wielding a lot of power. In a 24/7 news cycle, social media outcries spread fast and carry far. This is why organizations err on the side of caution and issue recalls to repair their products and thus prevent potential injury as well as costly litigation. Owners of certain 2015-2016 HD models have had problems with the hydraulic clutch right after purchasing their bikes. The company then quickly issued a voluntary recall to correct the problem.

However, the hydraulic clutch engagement system keeps causing trouble. This time HarleyDavidson did not recall its vehicles, but it did decide to offer a free inspection by an authorized HD dealer, and, more important, to extend the factory limited warranty on the hydraulic clutch engagement system for five years. This warranty stays with the bike even if it is sold. The company wrote a letter to the owners of the affected motorcycles asking them to visit their authorized dealer to address the lingering problem.

Task. Write a letter that will be sent to all Harley-Davidson customers affected by the clutch problems. Address it to Ed Townsend, 1654 Wigwam Parkway, City of Henderson, NV 89011. Use your name as the customer service manager writing the letter.

Reference no: EM132161138

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