Turnaround time on warranty work?

[GLantern]

So my 1098 is in the shop for the second time now for warranty repairs.  The first time it needed a new dash and it was there for 2months waiting for parts and getting repaired.  Now it is in there again because the low beam went out and the radiator is leaking out of the top.  This is bein repaired again under warranty.  It has been exactly 3 weeks as of tomorrow and when i called them today for an update they told me the radiator is back ordered.  My guess is i'm looking at another 3 weeks before i get it back.

My question to all of you have dealt with warranty issues before is if it is normal to have your bike at the dealer for over a month.  This is extredmely frustrating to me since i have had the bike for all of 7months now and about 40% of that time has involved the bike being in the shop.

[jdubbs32584]

So my 1098 is in the shop for the second time now for warranty repairs.  The first time it needed a new dash and it was there for 2months waiting for parts and getting repaired.  Now it is in there again because the low beam went out and the radiator is leaking out of the top.  This is bein repaired again under warranty.  It has been exactly 3 weeks as of tomorrow and when i called them today for an update they told me the radiator is back ordered.  My guess is i'm looking at another 3 weeks before i get it back.

My question to all of you have dealt with warranty issues before is if it is normal to have your bike at the dealer for over a month.  This is extredmely frustrating to me since i have had the bike for all of 7months now and about 40% of that time has involved the bike being in the shop.

My 695 sat in the shop for warranty work for almost 3 months. Just for one problem.

My advice, be polite but firm and ask for frequent updates and timelines.

I'm sure others will chime in too.

[GLantern]

When i asked for a phonecall for updates i did not receive one so i have had to contact them several times just to keep up to date.  And the timelines seem to always stretch out further and further everytime i talk to them.

How was your dealer when it came to timelines?

[jdubbs32584]

When i asked for a phonecall for updates i did not receive one so i have had to contact them several times just to keep up to date.  And the timelines seem to always stretch out further and further everytime i talk to them.

How was your dealer when it came to timelines?

Not that great. But honestly, I blame DNA more than the dealer. DNA drug their feet as far as determining whether it was warranty work and also drug their feet as far as approving each move the dealer techs had to make.

Communication sucked. I always had to call them for updates. For instance, if on a wednesday they (DNA or the dealer) were supposed to call me with an update, they wouldn't. Then I would have to call late Thursday to get an update from anybody.

[NAKID]

Does your state have a lemon law for motorcycles? 3 months is well outside the lemon law for most states...

[jdubbs32584]

Does your state have a lemon law for motorcycles? 3 months is well outside the lemon law for most states...

If you're referring to my situation, yes, NC does have a Lemon Law for motos. I thought I'd give my dealer and DNA a chance and I wanted to keep a relationship with them but after 2.5 months, I threatened Lemon Law and the bike was suddenly fixed very quickly. Parts got shipped quicker, my bike got moved to the top of the list.

[NAKID]

Well, I was referring to the OP since you have your bike back, but yes, it's interesting how motivated they get when they hear that phrase...

[He Man]

GLattern is in LI (right? lol)

There is no lemon law in NY for MOTORCYCLES. only for cars. ( i looked it up) The shop i went to said 2 weeks backordered.... i was cool about it for 5 weeks and then i started pressuring them and when i got pissed of at them and gave them a deadline to give me a deadline. the parts were available again magically in 2 hours.

Even though its winter time and snowing i wouldnt mind waiting a bit longer. Id ask for a target deadline first.

[Capo]

Ducati here in the UK are very good over warranty work, I got a new hub 6 months past the warranty and a new tank (they gave me a CF over the steel) and that was 14 months past the warranty.
I love them 

[duclvr]

I found that I can not rely on my Dealer to call me. I must call them.
Which is fine with me.
I give them a time frame and continue to request updates.

[GLantern]

Yes i am in Long Island, NY and there is not a lemon law for motos here.  However there is some federal law that can be applied to this situation but i do not want to go that route since it is getting fixed.

So it seems lack of communication with the customer seems to be the standard so far, this is very dissapinting.  I worked in customer service for a while and this would have gotten me fired in my field.  But it looks like something i am going to have to deal with.  Also even though it is winter i still intend to ride whenever the temps are above freezing, i have heated gear ready togo, so to me this is still cutting into my riding.  Not as bad as the first defect which was in august and took a huge chunk out of my riding time.

Now i really do not blame the dealer either on the time considering it is DNA who has to approve everything, and since the part is backorderded that is clearly not the dealer's fault.  I have contacted DNA with my concerns and hopefully should be hearing from the regional representative to discuss this with them.

As a community this is not something we should take lieing down it is not like DNA is doing us a favor by doing warranty work for us, we payed for these bikes and it would be nice to ride it.

[desmoworks]

Yes i am in Long Island, NY and there is not a lemon law for motos here.  However there is some federal law that can be applied to this situation but i do not want to go that route since it is getting fixed.

So it seems lack of communication with the customer seems to be the standard so far, this is very dissapinting.  I worked in customer service for a while and this would have gotten me fired in my field.  But it looks like something i am going to have to deal with.  Also even though it is winter i still intend to ride whenever the temps are above freezing, i have heated gear ready togo, so to me this is still cutting into my riding.  Not as bad as the first defect which was in august and took a huge chunk out of my riding time.

Now i really do not blame the dealer either on the time considering it is DNA who has to approve everything, and since the part is backorderded that is clearly not the dealer's fault.  I have contacted DNA with my concerns and hopefully should be hearing from the regional representative to discuss this with them.

As a community this is not something we should take lieing down it is not like DNA is doing us a favor by doing warranty work for us, we payed for these bikes and it would be nice to ride it.

There is a form that your dealer can fill out to request a part in special circumstances like this - when it is for a warranty bike and the part is back ordered. I wonder if they requested VOR? If we do this our service manager gets us the part as he realizes it is very important. Bikes in for warranty can't sit for months!

[He Man]

VOR my ass.

My valve guides were VOR'ed for 2 weeks after the heads were sitting on a bench for another 2 weeks. Said it was on a boat from Italy. after i start dialed up the pressure a set magically was avaiable in the shop.

I really have to questions the entire idea of "back ordered"..... someone has a part somewhere. They just dont wanna go through the work of finding it. So they just order a new one and charge it DNA or something.

[GLantern]

What is VOR?  My dealer did mention that they have my bike on some rush order list since it is in for warranty work and can not be ridden.

[duclvr]

Just curious do dealers like warranty work? I mean does it take them awhile to get paid from DNA for it?
Would they rather be working on a Cash in Hand customer than a wait for the money warranty?


These are honest questions because I truly do not know how thay operate.