Kawasaki warranty..........Be careful

zx'er · Post by **zx'er** » Sun Apr 30, 2006 8:07 pm

I have an '05 ZX-12. I love the bike and it's perfect for me. I normally wash it about once a week, a labour of love that takes 2-3 hours. It's always garaged and when at work always parked out of the sun in the loading dock. The only time the bike ever sees the sun is when I am riding it and it's only ever been ridden once in the rain. I have the services done at Team moto at Albion on or prior to the due milage. Lately I noticed my rear seat cowl started to warp and now sits about 10mm out of whack on the right side of the bike. I have looked at other 12's and the cowling is a perfect fit. Seeing as I have been a good little boy and done all my services on time and paid big bucks to do something I would rather do myself just to keep my warranty alive I decided to get some of my money back and claim a new cowl under my 2 year, unlimited Kilometer Kawasaki warranty. So a couple of weeks ago I rock on down to drop the bike off for it's 18K service. While there I pointed out the problem to the service manager and after a little discussion and him agreeing that it's faulty he said he would talk to Kawasaki.

I pop in the next day to pick my bike up, after riding the lack lustre EN 600 loaner, and ask the outcome of my warranty claim. This is what the service manager told me and I quote "Well I had a chat to the bloke at Kawasaki and he said to me that the bike does after all have 18,000 km on it so they will not replace it". Needless to say I was livid. So my european heritage shone through and I did what anybody in my situation would do. I went apeshit . I demanded to talk to this tosser but apparently he only dealt with the dealers and not general public complaints so I was not allowed to talk to him. I did however get the number for I Kawasaki australia and so got on the phone to them right there in the shop and abused the crap out of them. They said that it was odd as they use the dealers as their 'eyes and their ears'. I put the service manager on and he spoke to them saying he agreed that the cowling was faulty and should be replaced. We were asked to take photos of it and email it through to them, which we did and they will take it from there. A week later the response is that " It will not be replaced as there are too many variables involved". I mean WTF???? What variables? The only way they can do it is if the store replaces it and then seek compensation from kawasaki. So now I have to wait for the manager to come back from holidays this Tuesday to find out what he can do.

So the outcome? Well first of all Kawasaki can shove their warranty right up where the sun doesn't shine as I will be doing all the servicing myself from now on. They are fine as long as you don't make a claim but once you do prepare to get brushed off. I will be writing a letter of complaint to Kawasaki Australia and Kawasaki Japan about their service and kindly inform them that my 6th Kawasaki may very well be my last as their warranty is not worth the paper it is written on. The unlimited kilometer is a lie. So when you are in the market for a new bike, talk to people who have dealt with the company involved regarding warranty claims. At least you know that when the time comes for you to get some of your money back, it will be honoured.

Kawasaki................you should be ashamed of yourself. :evil:

Felix · Post by **Felix** » Sun Apr 30, 2006 8:45 pm

Don't get Bonester started on Kwaka warranty... :twisted:

It really is crap, isn't it?

I must admit it is one (fairly substantial) reason I didn't buy a new kwaka myself...

Lucas · Post by **Lucas** » Sun Apr 30, 2006 9:05 pm

ZX'er i suggest you get in writting from Kawasaki the reason why your claim was denied
as i can see this wasn't from abuse, neglect or the several other reasons listed

from what you have said this is not good customer service on behalf of Kawasaki ............. but the dealer seems to have been doing the right thing by you
make sure you write to head office and be very comtroled in what you say (dont abuse them and they will probally file in the bin if you do)

i had to fight with them years ago over rust in a fuel tank
i did win with a lot of help from the friendly dealer

good luck

Barrabob · Post by **Barrabob** » Sun Apr 30, 2006 9:05 pm

I remeber when i bought my bike they where trying to get me onto a 5 year extended warranty and i thought to myself at the time what is there on a bike that would be replaceable on a bike after 3 years unless you wrapped it in gladwrap and hid it somewhere. :shock:

I do my own services to a degree but also use a external mechanic as well, all you are doing is floating the coffers of a stealership if you pay the high price to have your oil and filter changed and thank god these arent ducatis.

Anyway good luck with the seat cowl zxer for what they want for one of those they can afford to send you a new one.

RG · Post by RG » Sun Apr 30, 2006 10:01 pm

Oops! Another satisfied customer from Midtown Kawasaki. :lol:

Thanks for the warning zx'er, I'll know what to ask for if I wanna get a bike from them.

ozx6r · Post by **ozx6r** » Sun Apr 30, 2006 11:05 pm

maybe check what is in writing on the warranty and then contact fair trading.

might be worth a try

swabio-ACT · Post by **swabio-ACT** » Mon May 01, 2006 2:12 am

hmm definitely take it as far as you can without $$$ expense....perhaps a few letters to mags such as AMCN etc.

I must admit, although they fixed my gearbox under warranty, it took bloody ages to sort out!

chameleon · Post by **chameleon** » Mon May 01, 2006 7:57 am

give me second hand any day

1/ you save a ton of bickies
2/ a new bike is secondhand as soon as you ride it so no diff there?
3/ you don't get shafted on dealer services, save a grand right there!
4/ you can relax a bit and have fun as it's scratched already

A bloke I talked to in a dealership a little while back tried to convince me *new* was the way to go because, as he said, "you know your the only one that has ridden it" Big Deal I thought, every girlfriend I have ever had had been ridden before and I'd never had a complaint there, so what's the difference?

Strika · Post by **Strika** » Mon May 01, 2006 8:01 am

I would give Kawasaki one last chance to make good with the warranty claim, and then pay my $12 fee to the relevent state body (ie-the office of fair trading) and lodge a grievance with them.

Being actively involved in the motor trade for a loooong time, I can tell you from experience that fair trading mediators usually don't rule in favour of the big companies and corporations, but rather err on the side of the little bloke. I have had decisions which based on the evidence were cut and dry wins for the dealership/manufacturer, and yet the Mediator rules in favour of the complainant! :shock:

I would explain to Kawasaki that if they do not make good with this claim, that 1. You will be seeking recompense via the office of fair trading and if neccesary civily as well. 2. Will go public with Kawasaki's lack of honour with regard to their warranty. (make sure you utilise the Honour word and CC japan on any corespondance) 3. Will ensure that each and every person you know hears about this incident. 4. You will never purchase another Kawasaki again.

As an industry insider I can tell you that a lot of the time, if you make enough noise they will often approve the claim in the interests of getting you out of their hair. :wink:

Motorcycle manufacturers and distributors have been getting away with stuff like this for a long time. They rely on you the average bike buyer to be reletively uninformed as to your rights and therefore offer these ridiculous excuses to deny a claim.

With my 636, I had the rear seat cowl fly off while riding. I took it back to the dealer and complained. They said no at dealer level to the complaint immediately. I did not accept this and immediately suggested that they contact Kawasaki and run it past them, before I headed down to fair trading to inform them. This was met with consternation from the dealer but as I said to them, the part was faulty, otherwise it would not have come apart from the bike, so therefore I want it replaced (it dissapeared and was run over and smashed into a million pieces on the WG bridge.)

They then ctcd Kawasaki, and explained that if the claim was denied, the customer was taking it further. (make sure that you speak in calm and para legal terminology at this point and they will start doubting themselves)

The claim was then funnily enough approved. Now part of this was my relationship with the dealer. Who although not happy about the claim, followed it through to placate me as a customer.

Another fantastic way to do this is to send a letter of demand. Just ensure that you commence the letter of demand with the words "Without Prejudice". This always stirs up the powers that be a little as they then think you are one of those customers who actually has the funding to use a solicitor pen the letter.

Good luck with it anyhow, but i would not take no for an answer on this one. just imagine, if a piece of plastic trim on your Hyundai/Kia/Mazda/Nissan twisted warped or buckled like this????? I am confident that any reputable car manufacturer would honour that without even blinking. :wink:

MickLC · Post by **MickLC** » Mon May 01, 2006 9:05 am

I picked up my new tail section for the 10 on Saturday morning, and aside from them forgetting to order the stickers :roll:

I didn't have any problems.

There was the usual guff about not being able to claim for the same thing if it happens again etc, but if it does it again it probably will be when it's out of warranty and I've got a old tail section as a spare that I can get fixed up

NovaCoder · Post by **NovaCoder** » Mon May 01, 2006 9:05 am

It's a bit silly of them to lose a customer over the cost of a replacement cowl. They are prob made in China for less than $10 (cost of goods) :rolleyes:

Stereo · Post by **Stereo** » Mon May 01, 2006 11:25 am

NovaCoder wrote:It's a bit silly of them to lose a customer over the cost of a replacement cowl. They are prob made in China for less than $10 (cost of goods)

Absolutely....

Its bloody disgraceful.... Since by the sounds of it, the cowl will be spotless, scratchless, etc.... The bike is less than 2 years old.... its ridiculous.... Even if parked in the sun 5 hours a day, ridden in the rain every day, used 10 times a day it should STILL be straight and not buckled....

Are they saying that a kawasaki is only any good if you leave it parked?

bonester · Post by **bonester** » Mon May 01, 2006 7:50 pm

Don't get Bonester started on Kwaka warranty...

It really is crap, isn't it?

I must admit it is one (fairly substantial) reason I didn't buy a new kwaka myself...

Oooooooooooooooooh you are sooooooooooo right!

matchan · Post by **matchan** » Mon May 01, 2006 9:09 pm

Good luck with it zx'er, don't drop it, keep pushing them, as Strika said, take it up with your local Dept. Fair trading or whatever they're called, I've been through the same thing with Aprilia & won, they just try it on to see if you'll take go away.

Cheers
Matt

zx'er · Post by **zx'er** » Mon May 01, 2006 9:56 pm

Thanks for all the support guys. I definately do not intend to go away. I paid good money for this and to keep this warranty alive. I want something in return, even if I have to knock on Mr.Kawasaki's door himself :twisted: