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-   -   Kawasaki Customer Service Sucks part 2 (http://www.motorcycle.com/forum/kawasaki/9366-kawasaki-customer-service-sucks-part-2-a.html)

CRYPTOCOSIS 08-29-2008 09:17 AM

Kawasaki Customer Service Sucks part 2
 
First off I'd like to say hello to my fellow riders. I'm sorry this is my first post here. I've seen the site many times and like it, but never join until today. So please be careful and watch out for 4 wheels (aka) cars.

To Ninjabully, I hope the problem was fixed not sure it was but, now I will share my nightmare with Kawasaki customer service as well and there terrible dealerships.

Please start here by clicking me

Now my story begins a sad tale indeed.

Kawasaki Nightmare:

Sometime during the month of April I noticed my motorcycle stating to act different. My bike started to jump forward when it was shifted into seconded gear. It was nothing major at the time, but I wanted to have it fixed as soon as possible. Never having any problems in the past in Alabama with my Kawasaki dealer, I called Kawasaki of Santa Monica and Honda of Hollywood on April the 28. They are the first two dealerships listed from the site Kawasaki website at “http://www.kawasaki.com/” in hopes of having the matter resolved quickly and professional.

After calling both dealers I made an appointment with Honda of Hollywood, because they could fit me in sooner. I dropped my bike off on Monday, April 28, 2008. The following week I thought I would call to see how much progress had been made on my bike seeing how the dealer had all ready had it for a full week. May 5th I called to ask how much progress had been made. I was told someone would call be back with that info. After waiting for over 3 hours I called again asking for info on my motorcycle. I was told to call back in an hour. As the day went on I was in a cat and mouse game never finding out any info on my motorcycle much less if they had attempted to start to fix it. I called 4 times that day never to get any info at all.

On May the 7th I talked to the manager over service named Vincent. I told him I needed my bike fixed ASAP. I was a student and my motorcycle is my only means of transportation, and this was the only week I had off from college, I was very adamant about this. As the week went on I called and check as was told nothing had been done to my bike. I told them I had to pick up my bike on the 12th. I paid a taxi to take to get my bike so that I could go back to school. Only to find no work had been done at all nothing! I was very upset and let the staff know. I wanted to know why nothing had been done I was told they were busy. After talking Vincent he had me come back in on May 14th to “fix the problem for sure” as he put it. I drove from school sat in there office did my homework from school and waited for 3 hours for a brand new throttle body assembly to be put on my motorcycle. Again I was assured this would fix my problem, after waiting for twelve days and three hours in there shop office. It didn’t fix the problem. I was told that I would need to make an appointment to drop off my bike, because they would need to keep my bike for at least two to three more weeks. I asked if someone was going to help me rent a car or motorcycle. I was told no or to call customer service.

I was angry that I had wasted so much time with Kawasaki of Hollywood. I called Kawasaki of Santa Monica I explained that I need a good mechanic to fix my problem. I was also told that I would have to wait for 2 weeks before I could even bring in my bike to have it fixed at Santa Monica. I made the decision of doing that then having Hollywood bumble through three weeks of nothingness. Plus I had to go back to school; my motorcycle is the only means of transportation. May 13th I called set up a date and time to bring in my motorcycle to have it fixed. I was to bring my bike in on June 17th to drop it off and it would be fixed. I drove my bike to Santa Monica I made sure I explained my situation to the manger and the owner Tom. Tom took my bike for a test ride and stated that 2nd gear had gone out of the bike. That I need to leave there for repairs and it would be fixed ASAP. That was over three weeks ago, I’ve called many times only to get the run around at this shop as well. I was even told because one of there renter bikes had broken that it went before mine. I have not drove or ridden my bike in 6 weeks It has sat in my parking space at home because it is leaking oil and fluids. Something I pointed out to Kawasaki of Hollywood and was told they were going fix it. At this point in time I am without my bike. I have no other means of transportation and have called Kawasaki customer support time and time again only to be told that I should talk to an official dealer. I have explained to there customer support about what is going on only to be told they can’t and will not help. That I should talk to an “official” dealership the ones who in turn never call back, nor fixes my motorcycle.

I’m now force to get an hour earlier so that can take a bus to school, while making payments on a motorcycle that has been in two official dealer ships for a total of 2 months! As of right now my motorcycle is sitting in a shop and has been for 60 plus days. To date I’ve called 51 times and have records to prove it. I’ve been through and entire college semester and still don’t have my bike.

So as I sit here at my desk typing I reflect on this past experience and wonder if I will ever own another Kawi bike. This is my first bike I bought, and I wonder is it like this with all dealers? For those that own Harleys which I hear breaks down all the time. Do you have the same problems?

Your thoughts are welcome, I've contacted a lawyer, but it will cost me a lot of money to purse this in court. The bike was 1 yr and 9 months old when it broke down, with 11,000 k on it. Furthermore, I've been told that it was the 2nd, 3rd, and 5th gear forks that went out. I ask why the reply was I was told is driver error. I replied in return BS.

seruzawa 08-29-2008 09:38 AM

Sounds like a dealer problem more than a Kwacker problem. My local Kwacker dealer has been nothing but helpful. But I think it's too much trouble for you to bring the bike to Sandy, Utah.

The_AirHawk 08-29-2008 10:06 AM

Definitely your problem is with Honda of Hollywood and Kawasaki of Santa Monica.

Kawasaki Corp. may be able to help you resolve the issues, maybe not.

The problem resides in a lack of "good help" - anyone that's worth a shyte as a mechanic either works for themselves, or has gone-on to a Dealer that appreciates them, and is willing to pay them what they're worth.

The rest of the Dealers have to sneak out to Skidrow at Midnight and bonk some hapless Wino on the head, then drag them back and chain them up in the garage to work on their Customer's bikes..............

CRYPTOCOSIS 08-29-2008 11:22 AM

Quote:

Originally Posted by The_AirHawk (Post 192526)
Definitely your problem is with Honda of Hollywood and Kawasaki of Santa Monica.

Kawasaki Corp. may be able to help you resolve the issues, maybe not.

The problem resides in a lack of "good help" - anyone that's worth a shyte as a mechanic either works for themselves, or has gone-on to a Dealer that appreciates them, and is willing to pay them what they're worth.

The rest of the Dealers have to sneak out to Skidrow at Midnight and bonk some hapless Wino on the head, then drag them back and chain them up in the garage to work on their Customer's bikes..............

KAWASAKI OF SANTA MONICA
310) 822-1045 Phone
Call # & DATE TIME NUMBERCALLED MIN
40 04/28/2008 11:59AM 310-822-1045 3
182 05/13/2008 2:00PM 310-822-1045 8
34 05/22/2008 12:37PM 310-822-1045 8
73 05/26/2008 2:14PM 310-822-1045 1
81 05/27/2008 10:39AM 310-822-1045 5
93 05/27/2008 4:26PM 310-822-1045 5
113 05/29/2008 9:56AM 310-822-1045 1
177 06/03/2008 2:23PM 310-822-1045 8
178 06/03/2008 4:10PM 310-822-1045 8
181 06/04/2008 3:25PM 310-822-1045 5
209 06/11/2008 1:52PM 310-822-1045 9
214 06/12/2008 1:14PM 310-822-1045 7


Corporate Office at (949) 770-0400

115 05/07/2008 12:44PM 949-770-0400 2
116 05/07/2008 12:57PM 949-770-0400 11
161 05/12/2008 10:41AM 949-770-0400 3

KAWASAKI Consumer Services Department at (949) 460-5688
211 06/11/2008 2:09PM 949-460-5688 9
152 05/11/2008 6:37PM 949-460-5688 1
155 05/12/2008 8:45AM 949-460-5688 1
156 05/12/2008 8:49AM 949-460-5688 9
199 05/14/2008 3:35PM 949-460-5688 16

KAWASAKI GOOD TIMES PROTECTION
91 05/27/2008 4:22PM 800-357-8540 2
210 06/11/2008 2:06PM 800-357-8540 4

KAWASAKI OF HOLLYWOOD
(323) 466-7191 Phone
41 04/28/2008 12:07PM 310-466-7191 1
41 04/28/2008 12:07PM 310-466-7191 1
42 04/28/2008 12:08PM 323-466-7191 3
44 04/28/2008 12:12PM 323-466-7191 2
65 05/01/2008 12:56PM 323-466-7191 1
73 05/02/2008 1:21PM 323-466-7191 3
81 05/03/2008 4:51PM 323-466-7191 2
98 05/05/2008 9:58AM 323-466-7191 3
99 05/05/2008 1:24PM 323-466-7191 3
100 05/05/2008 2:06PM 323-466-7191 6
101 05/05/2008 4:21PM 323-466-7191 2
104 05/06/2008 11:57AM 323-466-7191 2
105 05/06/2008 4:04PM 323-466-7191 1
106 05/06/2008 4:05PM 323-466-7191 9
109 05/07/2008 8:14AM 323-466-7191 1
110 05/07/2008 9:57AM 323-466-7191 4
111 05/07/2008 10:20AM 323-466-7191 13
120 05/07/2008 3:03PM 323-466-7191 6
132 05/08/2008 2:15PM 323-466-7191 1
133 05/08/2008 2:16PM 323-466-7191 2
137 05/09/2008 11:11AM 323-466-7191 2
144 05/10/2008 10:41AM 323-466-7191 1
145 05/10/2008 12:30PM 323-466-7191 3
157 05/12/2008 8:58AM 323-466-7191 2
180 05/13/2008 11:53AM 323-466-7191 5
181 05/13/2008 1:31PM 323-466-7191 4
191 05/14/2008 9:10AM 323-466-7191 3
200 05/14/2008 4:17PM 323-466-7191 1
201 05/14/2008 4:18PM 323-466-7191 4


I've called corp. HQ many times the dealerships, and customer service. The HQ people tell me to call the dealership, the dealership says call customer service, and CS says call HQ. It's a terrible mess, I'm at a lost for words over how bad the service I've received. Do you know of any other different motorcycles that offer better service? Suz, Harley, or Honda are they better?

The dealership I bought the bike from in a little town in Alabama was wonderful never had any problems there, but I moved to L.A. 2 years ago and it's just awful shops out here. If you call KAW HQ they say talk to a dealership we can't help you.

Also should I sue? The bike should fall under the lemon law it has been take too two differnt dealership for the same problem and has been or under repairs for 65 plus days. Thoughts?

This just a little of how many time's I've called. Air Hawk I believe you're right the only good mechanics’ are working else where.

seruzawa 08-29-2008 11:44 AM

Ironically when I was in LA a couple of years ago I took my Suzuki GSX1100G to Honda of Hollywood to replace the real drive hub seal and they did it in a couple of days as promised. However that was in January. There is the problem of overwhelming service demands on shops this time of year.

That being said it's sometimes amazing what a letter from an attorney can accomplish.

CRYPTOCOSIS 08-29-2008 12:34 PM

Quote:

Originally Posted by seruzawa (Post 192531)
Ironically when I was in LA a couple of years ago I took my Suzuki GSX1100G to Honda of Hollywood to replace the real drive hub seal and they did it in a couple of days as promised. However that was in January. There is the problem of overwhelming service demands on shops this time of year.

That being said it's sometimes amazing what a letter from an attorney can accomplish.


Yes it can, on that note one was sent. The reply I've gotten was this. I can go into the dealership, pick out anything I want and Kaw will pay for it, or we go to court. I have chosen about 600 dollars worth of stuff.

New helment , pants, two 3xl shirts "I'm 6'5", and gloves. We'll see what they come up with now. Also as fellow riders, is this part of the norm of owning a bike?

I was told by friends, and family. When I bought my bike that having a bike is a nightmare, and they break down all the time. Is this true? This being my first bike I'm very new to all this. I would hope I'd get more than 1 yr and 9 months out of mine before it broke down.

Also, can the 2nd, 3rd, and 5th gear forks go out because I was down shifting too hard or that’s what I've been told

12er 08-29-2008 11:05 PM

Golden Gate Cycles must have two SoCal locations I see. Took my KLR in for a hideous knocking sound and after a MONTH they tell me to come pick it up (warranty claim). I fire it up and its knocking worse than an old Diesel. WTF I say, "oh that's normal" the "tech" says. I ride it out to Concord Kawasaki Yamaha praying it doesn't drop a rod and 3 days later I have a new crank installed and a quiet KLR. Pitted crank, no charge. Googled Golden Gate Cycles and found about 400 complaints. Luckily I found this out shortly before I was about to seal the deal on a new VFR with them. Wouldn't buy a bottle of oil from them now. Ended up buying my BMW instead and lived happily ever after. Granted I could of bought 2.5 VFR's for the price of my K12 but I love it and thats what counts.

The_AirHawk 08-30-2008 09:46 AM

Quote:

Originally Posted by CRYPTOCOSIS (Post 192534)
I was told by friends, and family. When I bought my bike that having a bike is a nightmare, and they break down all the time. Is this true?

No, it isn't. You seem to have found the Exception to the (New) Rule.

Sorry you're having the troubles, I don't really have any suggestions as to what you should do. "The best you can", I suppose.

Concours06Rider 09-09-2008 04:44 AM

I absolutely agree that Kawasaki Customer Service is totally non-existant. You are wasting your time even thinking of contacting them. I purchased the 06 Concours on 3/1/06 and had pages of issues, which I detailed in a letter, emails, and (toll) phone calls. Their lame response was that they do not have any influence over the dealers. I was able to correct all the issues myself and only use the dealer for basic oil/filter changes. They will never touch anything that requires a factory trained mechanic. I truly believe that Kawasaki does not have any factory trained mechanics in the US of A. Your best bet is to find a local motorcycle shop and develop a good relationship with them. Even the Concours Tech yahoo group members gave me a hard time about my issues, so be careful where you try to get help. You should seriously consider contacting your local and state Attorney General office with your issues. They will not be of much help directly, but the more issues they are exposed to and have on file will eventually draw attention to them.

Good luck,
Gregory Thomas, Pittsburgh PA
P.S. The dealer to avoid at all cost is Bob Traceys World of Cycles on University Blvd, Moon, PA. You may be able to get a good price on left over bikes, but DO NOT purchase the extended service plan, because they cannot even uncrate the bike properly and you can change your own oil a lot cheaper. They also like to hold your motorcycle hostage for days, weeks, or months. There is only one employee that even rides a street bike and he is in the parts department. Go figure.

CRYPTOCOSIS 09-11-2008 05:11 PM

Quote:

Originally Posted by Concours06Rider (Post 193240)
I absolutely agree that Kawasaki Customer Service is totally non-existant. You are wasting your time even thinking of contacting them. I purchased the 06 Concours on 3/1/06 and had pages of issues, which I detailed in a letter, emails, and (toll) phone calls. Their lame response was that they do not have any influence over the dealers. I was able to correct all the issues myself and only use the dealer for basic oil/filter changes. They will never touch anything that requires a factory trained mechanic. I truly believe that Kawasaki does not have any factory trained mechanics in the US of A. Your best bet is to find a local motorcycle shop and develop a good relationship with them. Even the Concours Tech yahoo group members gave me a hard time about my issues, so be careful where you try to get help. You should seriously consider contacting your local and state Attorney General office with your issues. They will not be of much help directly, but the more issues they are exposed to and have on file will eventually draw attention to them.

Good luck,
Gregory Thomas, Pittsburgh PA
P.S. The dealer to avoid at all cost is Bob Traceys World of Cycles on University Blvd, Moon, PA. You may be able to get a good price on left over bikes, but DO NOT purchase the extended service plan, because they cannot even uncrate the bike properly and you can change your own oil a lot cheaper. They also like to hold your motorcycle hostage for days, weeks, or months. There is only one employee that even rides a street bike and he is in the parts department. Go figure.


So lets have an end to the story shall we. First off thank you to all the people who have replied, I have taken your advice and seeked out an attorney. Guess what happened then, I confronted the shop, told them they could keep the bike, I was suing for damages and lost time, due to the bike being in the shop for 70+ days.

I had an official letter sent to Kawasaki and the dealership, and next thing you know they’re stuck to my asre like glue. I now have my bike back, plus some lovely perks as well. Just check out what Kawasaki has bought for me

Ride Icon

Ride Icon

http://www.kawasaki.com/KawasakiNew/...ate goryId=39


http://www.kawasaki.com/KawasakiNew/...at egoryId=32

http://www.kawasaki.com/kawasakinew/...CategoryId=189

Because I’m going to school in Los Angeles I could not afford to pursue the case to the fullest extent of the law, but I do fell however, I have come away with some thing.
I got my helmet and watch yesterday, can’t wait for the other stuff as well. The one thing I’ve learned from this absolutely terrible experience is call an attorney if you going to be screwed. The sooner the better for you the customer.

So what you guys think? Like the new stuff I tried to get the most $$ stuff I could ;)


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