Message from Flywheels.
Posted: Wed May 07, 2008 10:05 pm
It has recently come to my attention that some some forum members are unimpressed with the customer service at Flywheels Motorcycles after a recent incident involving a new Kawasaki, sold to a forum member, which developed a tyre fault. I am aware that this is a discussion forum and all users are entitled to express their own point of view. Please be aware that this is not an attempt to slander or discredit any member of this forum, parts suppliers, or Kawasaki Motors Australia, or to defend our business reputation. I am only trying to clarify this particular situation from a "Spare Parts" point of view. Even though we all work as a team here at Flywheels, I cannot speak for the Service Department, or the Sales Department, because we all have specific duties in our respective departments.
As stated above, a new Kawasaki was purchased at Flywheels by a forum member. After a lengthy ride, a fault was discovered in the rear tyre. The customer phoned us to discuss the situation and was advised to bring the bike in so we could assess the tyre to decide if it was indeed a defective tyre, or perhaps damage arising from running over some debris on the road. After our assessment, we decided that it appeared to be a defective tyre.
As "Spare Parts Manager" I personally contacted the Kawasaki Technical Department to discuss the matter. After a lengthy discussion, the Kawasaki Technical Department agreed that the tyre appeared to be defective. It was agreed that a new tyre would be supplied and fitted with the cost to be covered by the factory warranty. The customer was advised of this and all seemed well.
I contacted the tyre supplier and was informed that the particular tyre fitted to the vehicle was not yet available in Australia. These tyres had been fitted to the vehicle during assembly in another country. Although a previous version of the tyre was available in Australia, the customer, and Kawasaki Motors Australia had to be informed of the situation before the tyre could be ordered. When all parties were in agreement the replacement tyre was ordered. As with all parts orders a delivery period of three working days after order placement is acceptable. When three working days had passed, I contacted the tyre supplier to check on the estimated arrival time and was informed that the tyre had not been sent. The next step was to re-order the tyre plus an extra front/rear tyre set for stock, just in case any other similar instances occurred in the near future. This order was placed with high importance.
Three days later the tyre shipment arrived, but there were no rear tyres included. I made an urgent phonecall to the tyre supplier to express my dissatisfaction and to find out why the rear tyres weren't supplied. I was informed that the tyres were not currently in stock and had been placed on back-order. I made many phonecalls to other Kawasaki dealerships and many other motorcycle shops but unfortunately there were none available. This whole process had taken up one and a half weeks with still no tyre for the customer. If I had been informed that the tyre was not currently in stock upon the first order I could have organised an alternative a lot sooner!
After all of these developments, our Dealer Principal contacted the Kawasaki Technical Department to explain the situation and to find out if we could fit a different brand of tyre without voiding the manufacturers warranty. He expressed his concern about the length of time already passed without a resolution to this problem. Kawasaki Motors was very understanding and tried to find a suitable replacement tyre of the same brand without any success. In an attempt at a speedy resolution, a replacement wheel and tyre, from a pre-demonstration bike, was offered as an exchange for the customers' wheel and tyre. The reason for the wheel exchange was that the Kawasaki warehouse is not set up with full workshop facilities and could not easily perform a tyre change.
The customer was informed of the offer made by Kawasaki Motors Australia and thought this was a satisfactory solution. The rear wheel was removed from the customers bike and I organised for it to be picked up the following morning by a courier for delivery to Kawasaki Motors, while at the same time another courier was to pick up the replacement wheel at Kawasaki Motors and deliver it to Flywheels. The cost of couriers was willingly covered by Flywheels to resolve the issue once and for all. However, when the wheel finally arrived, much later than anticipated, we discovered that the tyre fitted was actually a different brand! As it was late afternoon, we fitted the wheel so that the customer could ride his bike again.
Subsequent phone conversations with the Kawasaki Technical Department have revealed that they endorse the supplied tyre and will honour any warranties even though it is not the original brand. Further more, Kawasaki Motors is still willing to cover the supply and fitting cost of the replacement OEM brand tyre when it is available in Australia!
In conclusion, (at the risk of sounding defensive) I believe that both Flywheels Motorcycles and Kawasaki Motors Australia, while faced with much adversity, have acted amicably and provided a satisfactory result for the customer concerned.
Please remember that as site sponsors, we try to help out KSRC members as much as possible, so if you have any concerns regarding the way we have conducted our business, please contact us directly and afford us the opportunity to try to work out a solution.
As stated above, a new Kawasaki was purchased at Flywheels by a forum member. After a lengthy ride, a fault was discovered in the rear tyre. The customer phoned us to discuss the situation and was advised to bring the bike in so we could assess the tyre to decide if it was indeed a defective tyre, or perhaps damage arising from running over some debris on the road. After our assessment, we decided that it appeared to be a defective tyre.
As "Spare Parts Manager" I personally contacted the Kawasaki Technical Department to discuss the matter. After a lengthy discussion, the Kawasaki Technical Department agreed that the tyre appeared to be defective. It was agreed that a new tyre would be supplied and fitted with the cost to be covered by the factory warranty. The customer was advised of this and all seemed well.
I contacted the tyre supplier and was informed that the particular tyre fitted to the vehicle was not yet available in Australia. These tyres had been fitted to the vehicle during assembly in another country. Although a previous version of the tyre was available in Australia, the customer, and Kawasaki Motors Australia had to be informed of the situation before the tyre could be ordered. When all parties were in agreement the replacement tyre was ordered. As with all parts orders a delivery period of three working days after order placement is acceptable. When three working days had passed, I contacted the tyre supplier to check on the estimated arrival time and was informed that the tyre had not been sent. The next step was to re-order the tyre plus an extra front/rear tyre set for stock, just in case any other similar instances occurred in the near future. This order was placed with high importance.
Three days later the tyre shipment arrived, but there were no rear tyres included. I made an urgent phonecall to the tyre supplier to express my dissatisfaction and to find out why the rear tyres weren't supplied. I was informed that the tyres were not currently in stock and had been placed on back-order. I made many phonecalls to other Kawasaki dealerships and many other motorcycle shops but unfortunately there were none available. This whole process had taken up one and a half weeks with still no tyre for the customer. If I had been informed that the tyre was not currently in stock upon the first order I could have organised an alternative a lot sooner!
After all of these developments, our Dealer Principal contacted the Kawasaki Technical Department to explain the situation and to find out if we could fit a different brand of tyre without voiding the manufacturers warranty. He expressed his concern about the length of time already passed without a resolution to this problem. Kawasaki Motors was very understanding and tried to find a suitable replacement tyre of the same brand without any success. In an attempt at a speedy resolution, a replacement wheel and tyre, from a pre-demonstration bike, was offered as an exchange for the customers' wheel and tyre. The reason for the wheel exchange was that the Kawasaki warehouse is not set up with full workshop facilities and could not easily perform a tyre change.
The customer was informed of the offer made by Kawasaki Motors Australia and thought this was a satisfactory solution. The rear wheel was removed from the customers bike and I organised for it to be picked up the following morning by a courier for delivery to Kawasaki Motors, while at the same time another courier was to pick up the replacement wheel at Kawasaki Motors and deliver it to Flywheels. The cost of couriers was willingly covered by Flywheels to resolve the issue once and for all. However, when the wheel finally arrived, much later than anticipated, we discovered that the tyre fitted was actually a different brand! As it was late afternoon, we fitted the wheel so that the customer could ride his bike again.
Subsequent phone conversations with the Kawasaki Technical Department have revealed that they endorse the supplied tyre and will honour any warranties even though it is not the original brand. Further more, Kawasaki Motors is still willing to cover the supply and fitting cost of the replacement OEM brand tyre when it is available in Australia!
In conclusion, (at the risk of sounding defensive) I believe that both Flywheels Motorcycles and Kawasaki Motors Australia, while faced with much adversity, have acted amicably and provided a satisfactory result for the customer concerned.
Please remember that as site sponsors, we try to help out KSRC members as much as possible, so if you have any concerns regarding the way we have conducted our business, please contact us directly and afford us the opportunity to try to work out a solution.
