Does Polaris take feedback?
Jan 7, 2000 | 09:45 PM
#1
Thread Starter
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Range Rover
Joined: Jan 2000
Posts: 109
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I've seen a lot of feedback about Polaris atv's, some good, some bad. Does Polaris ever get this feedback? Why wouldn't a large corporation such as Polaris take ideas and feedback from its customers, its product users... and use them for its OWN personal growth and customer satisfaction? I wrote Polaris about a fuel gauge on my 2000 SP500 and they emailed me back saying it cost too much money. Geez, I just layed down a whack of money for their best machine and I get this kind of reply? Funny though, other manufacturers of machines costing less money HAVE a fuel gauge. What ever happened to, "Always treat the customer best?" Where does a guy have to go to get his/her suggestions to a company about their product that they currently own? Who is really out there testing and using machines in real world situations I ask?
Jan 7, 2000 | 10:30 PM
#2
Pro Rider
Joined: Sep 1999
Posts: 1,057
Likes: 0
Look for some press releases and see if you can find a name for a Pres or VP of marketing, sales, or the Pres or VP of the company in general, or a CEO, COO, etc. Write a snail mail and mark it personal. I am always wondering with an email if it is being read by some guy playing Doom and answering email. But, if you take the time and effort (which is small), to write to an individual, it is received better.
Jan 8, 2000 | 01:01 AM
#4
Pro Rider
Joined: Jul 1999
Posts: 2,275
Likes: 1
Swac,welcome to the disfuntioning world of Polaris.Nobody in these forums has had the amount of problems that I've had from my 99 Sportsman.I've e-mailed Polaris tons of times,I called customer service tons of times.Finally,I called my Lawyer.Im ashamed to say this,but after contacting my Lawyer,I finally have gotten results.What exactly is wrong with the new Sportsmans speedometer?The dealer should be the one with the correct fix for you,and under warrenty also.Polaris has had loose tie-rod end problems forever.Why dont they re-call them instead of making their customers continually pay for the replacement of them?======BILL
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Jan 8, 2000 | 11:03 AM
#5
Pro Rider
Joined: Aug 1999
Posts: 760
Likes: 0
Fortunately I haven’t had the “need” to contact Polaris, like Bill has. But for as long as I’ve been riding their machines and communicating with others who do I’ve had the very distinct impression that the only “exchange” they want with their customers is money. They seem to want their dealers to be “insulation” between them and the rest of the world. Depending on the dealer, that can be VERY dangerous. It’s a sad waste really. The people that really like their machines REALLY like their machines and the fun they provide. If Polaris cultivated this loyalty into a kinship with their customers instead of making every attempt to avoid them they’d see their sales LEAP to #1. They’ve added e-mail to their Website (they didn’t used to have it) and they once mailed me a questionnaire, but when it comes to having any real effect it seems these efforts are far more symbolism than substance.
It’s not that they’re out of touch with what the riding public wants, their sales are a testament to that. Their PRO magazine (Polaris Registered Owners, or is it Propaganda for Registered Owners?) likes to paint them as being all warm and fuzzy with their customers. But just about anyone who’s had the misfortune of needing to contact them about serious issues has come away feeling like they’ve dealt with a cold heartless corporation, not a partner in the sport we love so much.
The fact is they ARE a big corporation. The fact is they manufacture the #2 selling quads, and are gaining on #1. So from their perspective, what they’re doing works. It’s just too bad they can’t see that doing it by treating their customers like friends instead of adversaries would make both us and them a whole lot happier.
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FloodRunner, on the Wisconsin River
It’s not that they’re out of touch with what the riding public wants, their sales are a testament to that. Their PRO magazine (Polaris Registered Owners, or is it Propaganda for Registered Owners?) likes to paint them as being all warm and fuzzy with their customers. But just about anyone who’s had the misfortune of needing to contact them about serious issues has come away feeling like they’ve dealt with a cold heartless corporation, not a partner in the sport we love so much.
The fact is they ARE a big corporation. The fact is they manufacture the #2 selling quads, and are gaining on #1. So from their perspective, what they’re doing works. It’s just too bad they can’t see that doing it by treating their customers like friends instead of adversaries would make both us and them a whole lot happier.
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FloodRunner, on the Wisconsin River
Jan 8, 2000 | 01:14 PM
#7
Thread Starter
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Range Rover
Joined: Jan 2000
Posts: 109
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Floodrunner and Roostking, thank you for your feedback. I see now that I am not the only one having problems with Polaris. Just what would it take, what would create a greater relationship between manufacturer and the end consumer? As consumers, we have our hands full with every item we purchase, will there every be common ground that both us and them can stand on for mutual satisfaction? From an old saying, "Why can't we all just get along?"
