What is deemed a reasonable amount of time - comments/suggestions?

[cheropride]

I would appreciate anyone's input on this, especially if you had a similar experience, and/or have any legal background....

Basically my Kawasaki 360 has been in the shop now since June 2nd.  This is an 05 and is covered under the extended warranty, and is at an authorized dealer.  As of yesterday, they say they have fixed most of the issues, but the unit still has the winding noise and they are still awaiting on parts. 

I think it's a bunch of bull, I personally believe they have no idea what's wrong with it, even though I and my husband have told them numerous times we believe it to be an engine break issue. 

Now, my husband was called out of town for 2 weeks for work, but he got back a week early .  However, we still can't go to the rally, and planning to go to our camp next weekend.  Based upon what these people are telling me, I seriously doubt I will have my bike back by next weekend.

This really upsets me, cause this will mean for the 1st month of summer, my bike will be in the shop.

So my question is how long is too long?

Do I have an options legally?

Can the just keep the bike for as long as they say the "need" to, and I continue to make payments on something I can't ride?

I realize most people are at the rally, but if anyone can offer me any assistance, and similar experiences, or any suggestions as to what I should do next, I would so much appreciate it...

Thanks Becky

[Mudneck]

Give it to the end of the month & than start calling service,sales,manager every ither day or better yet show up & ask! typical

[Joedirt]

Agreed...this is typical of "warranty work"

[cheropride]

  Great....  I figured since it had to do w/warranty that had alot to do with it.  But I am sure they will find something to charge me for....  thanks guys.....

[UncleRico]

Can I ask what shop you have it at?

1) I don't know the specifics of your situation, but parts issues can hold up a repair. Especially if the parts are coming from Asia (I have specific experience with delays in repairs as the company I work for gets parts that come from Asia and it holds up a lot of our orders). Keep this in mind. It's not fair to the customer, but it does happen.

2) I would suggest you go to the shop in person (don't do this over the phone) and ask to speak to the service manager and discuss this issue, and express your concerns in a civil manner. (Don't yell, or get upset, as this will tend to do more harm than good). When you question his commitment to customer service and express your displeasure, he should respond by taking a personal interest in speeding up your repairs and keeping your posted on the progress of your repairs.

3) If that fails, start a thread on here and FloridaATV, mentioning by name the company, service manager, owner and list all the problems you've had. Then I'll send the link to the service manager, and the other members of management for you. If he reads our comments concerning our displeasure with the way you are being treated, he will definitely respond to your needs.


I speak from experience when I say that no shop wants to have their reputation put in question in a public forum that is dedicated to a potential customer base.

[cheropride]

Can I ask what shop you have it at?

1) I don't know the specifics of your situation, but parts issues can hold up a repair. Especially if the parts are coming from Asia (I have specific experience with delays in repairs as the company I work for gets parts that come from Asia and it holds up a lot of our orders). Keep this in mind. It's not fair to the customer, but it does happen.

2) I would suggest you go to the shop in person (don't do this over the phone) and ask to speak to the service manager and discuss this issue, and express your concerns in a civil manner. (Don't yell, or get upset, as this will tend to do more harm than good). When you question his commitment to customer service and express your displeasure, he should respond by taking a personal interest in speeding up your repairs and keeping your posted on the progress of your repairs.

3) If that fails, start a thread on here and FloridaATV, mentioning by name the company, service manager, owner and list all the problems you've had. Then I'll send the link to the service manager, and the other members of management for you. If he reads our comments concerning our displeasure with the way you are being treated, he will definitely respond to your needs.


I speak from experience when I say that no shop wants to have their reputation put in question in a public forum that is dedicated to a potential customer base.

1) I have it a MotorSports of Ft Lauderdale.  This is where my husband bought it, and it is also where I bought my husbands Honda.  Since it is under warrantly, I also take it there for the major services, like the 100 hour service and such.  So they couldn't give me any hassles about the warranty.

2) I am actually letting my husband handle this, since he is way more mechanically inclined than I am.  He has been very nice to them and very understanding, he is actually a little more understanding at this point than I am.  He just got back from Georgia yesterday, and one of the 1st things he did was go there and talk with the service manager.  (he's such a good hubby ) And he was told that they still can't get the winding to stop and they have ordered more parts, which leads me to believe that ain't got a clue what's causing the problem.....

3) I am going to give it this week, but I know if I have ride around in the back of the dogs trailer one more time (this is what I had to the last time we went to our cam), I am going to be a little twisted....  I am going to call on Tuesday to see if the parts came in, and take it from there.  But I do love your suggestion regarding the post, thank you so much for the idea.  Cause I seriously think 4 weeks will be a little bit much, don't ya think....

Thanks again Rico....

PS - Perhaps you could send some of your baby harbs seals over there, perhaps that will do the trick....

[yunt2ride]

If you think they don't know what they are doing then call another local dealer and tell them your problem and see if they can help you.

[dynodon]

Try to contact kawi directly and see if they have a customer sevice directly, explain to them whats going on.

 I had to do the same thing with my super duty, and Nick Nicholas here in Inverness. They told me the truck was fixed, after being left stranded for the fifth time, I emailed Ford headquarters in Detroit, within minutes I recieved a call from them, they had the dealer on the line as well..... Needles to say the problem was fixed that day, and no problems since.
  Good luck

[cheropride]

Oh I agree, I think they have no idea what the problem is...

And I have thought about also contacting Kawi directly, perhaps they could do one of two things, recommend to the current dealer what to do or suggest where else I can take it. 

[backwoods boy]

i took my recon in w/ a busted brake cable and it took them 2 weeks to get an estimate when i was there to drop it off there where 20+ atvz n dirtbikes in his lot theres more than enough need for another atv/dirtbike shop around here atleast

[Kawa3]

The winding sound might just be the bike itself. All kawi auto engines make a winding noise when moving nothing super loud but you know when a kawi is coming down the trail from that noise.

[cheropride]

The winding sound might just be the bike itself. All kawi auto engines make a winding noise when moving nothing super loud but you know when a kawi is coming down the trail from that noise.

I have had the unit now, say almost 1.5, you know that loud winding sound it makes like when you are slowing down, or say going down a hill.  Or when you first start it up, it makes a moment of that sound, well now the unit makes it ALL THE TIME.   It used to only do it like I said above, now it always does, so I really feel it is the engine break.  It's loud as hell.  Also it feels like the unit doesn't want to engage, or better yet, it feels like it's dragging, like it wants to stop it has no power, even though the engine itself is fine, it just doesn't want to go.  It actually feels like the bike is just going to stop, even though you are giving it throttle....

[Kawa3]

Have they or you adjusted the belt at all? I don't know now....Have you told them you think its the engine brake? I would try to get them to replace it.

[crom A zone]

dont go to rive my eiger has been there going on 2 months and they have not evan taking my bike apart its over $2500 in damge and they lost my warrenty papers so they had to buy me a new warrenty i will officaly say RIVE MOTORSPORTS SUCKS

[cheropride]

Have they or you adjusted the belt at all? I don't know now....Have you told them you think its the engine brake? I would try to get them to replace it.

Yes they already replaced the belt, and a spring that's related to the belt, the put the cover back on and the spring came out again.  They say the getting my a whole new belt housing.  But I again, when my husband saw it apart, he said to them, that he believes it's the engine break clutch, which apparently they haven't really investigated yet.

dont go to rive my eiger has been there going on 2 months and they have not evan taking my bike apart its over $2500 in damge and they lost my warrenty papers so they had to buy me a new warrenty i will officaly say RIVE MOTORSPORTS SUCKS

Wow, a friend of my neighbors used to work for Broward Motorsports, and just went to work for Rive and they were saying how good it was.  So thank you for sharing that information, I will surely keep it in mind. 

I am going to call the dealer tomorrow and see where they are at.  My husband is planning a trip for this weekend to our camp, but I honestly feel that I won't go if my unit isn't ready, I already did that once and it wasn't all that fun....  Especially being pulled around in our dogs trailer, my butt hurt for a week.....

[JackL]

I have honestly never seen a positive report from any South Florida dealerships...unless it was BMS prepaid service.

[crom A zone]

good news the shop called today all my parts are there and my bike should be out by the weekend lets so how true they are now

[cheropride]

good news the shop called today all my parts are there and my bike should be out by the weekend lets so how true they are now

I wish I had the same to report, my husband went there last night, and get this, still waiting for parts...

Going to make some calls today, 1st to the warranty company to see what my options are, then Kawi directly, cause this crap is getting really old.  I WANT MY BIKE BACK.....

[crom A zone]

you go girl

[LostCause]

Is this a 4x4 quad?  Sounds to me like it might be stuck in low 4x4.  That would answer the reason it doesn't seem to want to go and also explain the noise you hear.  Just a thought.  I do not have any experience with 4x4 quads but I do with 4x4 trucks.

Also most shop only order parts one day of the week.  So if it has been there for 4 weeks at the make they have had 4 ordering opportunities. Maybe only 3 depending on when you took it in and the day they order their parts.

[Young Gun]

Yes it is an unreasonable amount of time.  This is not ATV related but we had a scooter that went into service once.  It was there for 2months waiting for a replacement motor.  When we finally got it back it was taken out for a spin -- broke down.  I will never let that happen again.

[cheropride]

1st let me say, thanks to everyone for lending their suggestions, I really do appreciate it.  It helps to vent .

Hubby had me wait 1 day before calling, he went by there last night, & you guessed it, still awaiting parts.

They are full of poop.  Told Chuck (hubby) on Friday, that they had it UPS Red Label, and they cant find it.  Whatever it is.  Well as of Tuesday, they told they still can't find it.  He told him they are talking crap, cause anyone knows all you have to do is call UPS and they will tell you who signed for it.  I told my Chuck, he should of asked for the tracking number, and said that we would be more than happy to call. 

This morning calling the shop, where is the part, see what b/s they give me.  Then calling the warranty company and going from there.  I was thinking last night, everything has to be authorized through the warranty company, I wonder if the will tell me what parts, if any, had been order for my unit.

 

[cheropride]

Is this a 4x4 quad?  Sounds to me like it might be stuck in low 4x4.  That would answer the reason it doesn't seem to want to go and also explain the noise you hear.  Just a thought.  I do not have any experience with 4x4 quads but I do with 4x4 trucks.

Also most shop only order parts one day of the week.  So if it has been there for 4 weeks at the make they have had 4 ordering opportunities. Maybe only 3 depending on when you took it in and the day they order their parts.

Thats a really good point, but it wouldn't even engage into 4x4. I still think it has to do w/engine break.  I also have a feeling when or should I say if.... I get the unit back, it won't be long and I will have the same issue, cause I pretty sure they have no idea...

[cheropride]

SO PIST!!!

Called motorsports, guy tells me they are waiting for an accuator and an accuator lever, the part is due in FRIDAY!!!   Should have the bike back sometime next week..   So much for my weekend ride
Gave them a piece of my mind....

Called warranty group - get this - Motorsports is suppose to call into company after diagnostics, and before any repairs are made.  Nothing, not a single call into the warranty group.....

Chuck is going there again tonight....

To be continued for sure....

[cheropride]

Girls Rule, boys drull... just kidding...

Just got a call back from them, now the part is in, said they rec'd this morning.  Ask that I call him this evening between 4 - 5, and he will let me know the progress.  Says "if all goes well", I will have my bike back for the weekend......  Best news I heard all month....  Let's see.  Keep your fingers cross....

[Chuck_Norris]

If you think they don't know what they are doing then call another local dealer and tell them your problem and see if they can help you.

As good as that sounds I can tell you from experience that another dealer will not get into this. From the automotive side of things if I have problems with a repair there is a window of repair that another dealership will be locked in too, mosty because the repair will only be paid under warranty 1 time withing that time frame. Amother Dealer may not what to except that fiscally

[cheropride]

Thanks Chuck for the headsup on that.  Hopefully, they will get this right, and I won't even have to worry about that option.... Before I did anything though, I would first contact the other dealer and see what they had to say about it.  Again, let's just hope this gets resolved once and for all.....

[Keeter]

"I speak from experience when I say that no shop wants to have their reputation put in question in a public forum that is dedicated to a potential customer base."

I absolutely agree. I have emailed links from this forum to Polaris and BMS to get them going. I have also snet links to GBC about their undersized tires. A



[/quote]

[cheropride]

Okay already did this cause it's official, no weekend trip for me. 

Apparently they are trying, cause I called Kawi directly @the service dept @the dealer has been calling, and they are following what Kawasaki is telling them to do.  Now the have to order a converter cover, to which like I told the dealer & kawasaki, I don't see whereas that has anything to do with the remaining issue.  The winding noise it makes only at low speeds, and does not do in reverse.  I am telling you, this has to do with the engine break system, but apparently, I can't get anyone to listen to me.

Get this, Kawi told me just to take the bike back and ride it till it breaks.  Yea, right, so then the warranty company can tell me I didn't use due care and they ain't going to cover it.  According to Kawi, they have replaced a bunch of parts. 

What can I do?  There has to come a time, when it is apparent that they can't fix the problem, is the problem even fixable.  Chuck if you are reading this, you really seem to know the industry, and would truly appreciate if you can tell what to do next.  I guess I am back to the orginal question, how long is too long, and when it is too long, what are your options, especially if Kawi is directly involved..

I am just so bummed.

1st month of summer, no bike, no riding, no camping...  Will be atleast another 2 weeks till we can go again, and that's if my husband dont get called out of town.  Heck, at this point, I dont think it even matters, the damn thing will probably be in the shop for the whole summer.

[cheropride]

Thank you QT.....

[cheropride]

Chuck picked up my bike and it's heading home.  The dealer said to him, take the bike out this weekend ride it, and if anything breaks it will be covered.  The dealer told him that is not fair that we have had to wait this long for the bike, and it's not our fault that they including kawasaki doesn't know what's wrong with it.  The disconnected the speed sensor, so that the engine break wont engage, and it's not making the noise.  Hmmmm, didn't I say all along it was the engine break.  When we come back, we take it back to the shop, and they will continue to try and figure out what is wrong with it.

Then why don't I feel excited?  Don't know.  I guess I am just worn out with the whole thing.  Perhaps I will feel it when I get on and ride it.

Will keep you posted... 

I know earlier I was ragging on this dealer, well apparently I have directing my disguss at the wrong source.  Cause they have been doing what Kawi has been saying, so atleast they have tried.....

Should be an interesting weekend, ya think....

Ah hell, this means I have to start packing.....

[qt314nfla]

I'm so happy for you that you'll get too ride again this weekend.  I know that pent up frustration isn't good.  Have a great weekend!!!!  You need it!

[UncleRico]

Congratulations!

I was about to offer the services of my associate to go down their and "kick some ask" for you!


Have fun this weekend.

[cheropride]

Thanks guys, went out and actually hugged her...... 

Road it, chuck reconnected the speed sensor cause w/o it will not go into 4wd.  The main thing is just not to ride at too low of a speed.  Also just got my camera (ebay special-  ) - Heck better spending a little money on a refurbished for the woods, then do what I did to my last camera.  Well anyway, hopefully I will come back w/some good pics, and change my avatar back to my 4 wheeler....

Thanks again, and thank you QT for your pep talk.....  And like I said, we surely need to hook up one weekend.

[crom A zone]

good yours is working right i got mine back rode it one tim e and it is going back into the shop still leaking oil