Kawasaki "Customer Service"

[reesedp]

Perhaps someone can educate me as to how this works?  My 2nd VC gasket is leaking.  The dealer tells me to call Kawasaki.  Kawasaki tells me they have to hear it from a dealer.  Dealer tells me they can't get through to Kawasaki.  What gives?

[maxtog]

Perhaps someone can educate me as to how this works?  My 2nd VC gasket is leaking.  The dealer tells me to call Kawasaki.  Kawasaki tells me they have to hear it from a dealer.  Dealer tells me they can't get through to Kawasaki.  What gives?

Sounds like a runaround.  You should not have to contact Kawasaki, that is the dealer's job.  And they should not be having problems "getting through" if they are really trying....  I would ask them point blank:  What method are they using to contact them?  How many times have they tried?  What is the customer supposed to do?

Most of us have only one dealer in a reasonable distance, but if you have another available, you might want to try them.

[Son of Pappy]

They created KIPASS to protect these kind of things.  Change the battery in yer fob and all will be well.

PS, Sorry for the humor at your expense, the only thing Kawasaki lacks is customer service.  I've read enough stories from a few Sr. members to know what to expect.  I do believe they have this guys name engraved on a wall of shame.  I would suggest fostering a solid relationship with your dealer to have any luck.  Sad, but true.

[stevewfl]

They created KIPASS to protect these kind of things. Change the battery in yer fob and all will be well.

PS, Sorry for the humor at your expense, the only thing Kawasaki lacks is customer service.  I've read enough stories from a few Sr. members to know what to expect.  I do believe they have this guys name engraved on a wall of shame.  I would suggest fostering a solid relationship with your dealer to have any luck.  Sad, but true.

^^^^^that.  Although Mark at Kawasaki customer care loves us all too

[Jeremy Mitchell]

Sounds more like a dealer issue. My service manager has gotten everything approved for my bike and some things he will submit to Kawasaki for warranty work just by me emailing a picture (TPMS low battery warning and fuel tank rust).

If you think Kawasaki customer service is bad just try getting something fixed under warranty through Suzuki.   

[quiet and invisible]

I second what Jeremy says. Suzuki is the worst. Kawi will take care of you but it might take some persistence on your part.

[MAN OF BLUES]

I see you are in Newport News, I don't know about your local dealership, but I do know he is blowing you a line of BS about not being able to contact kaw, and telling you to.
That is classic "nope".
Get a note to Virginia jim, a moderator here, and find his dealership down there, or contact Ultimate Cycle up in Richmond, and go thru them, they ARE atrusted and GREAT dealership, with good service.
You can get the info for Ultimate from the extended warranty thread in this section.

It really pizzs me off hearing about dealers telling folks to call Kawasaki....it's no different than flipping you off to your face in my book, and I'd punch the Knob right in the face if he told me that......

[MAN OF BLUES]

call and tell the service guy here what you were told, and then come back and tell everyone what HE says...


these are my pals here in Richmond
Ultimate Cycle
8321 Midlothian Tpk.
Richmond, Va 23235
website only;
www.ultimateCycle.net

804-330-4800

[fmwhit]

Reesedp, I was told the exact same thing by the local dealer here in Newburgh , mine was not with regards to a valve cover but another problem.  When I contacted Kawi they told me to have the dealer contact them directly.  Kawis network leaves something to be desired.  For those that live in an area where they have a decent local dealer thank your lucky stars because there are plenty of us that are not so lucky.

Fred

[556ALPHA]

I am guessing you are at Casey.   Richmond may be a better option but you can try Sunrise in Norfolk as well. 

[maxtog]

I am guessing you are at Casey.   Richmond may be a better option but you can try Sunrise in Norfolk as well.

Sunrise is MY local dealer.  The are usually pretty friendly.  Service has been hit or miss depending on the issue and the year.  No horror stories.

[MAN OF BLUES]

WOW
just goes to show the interesting things...

2 weeks ago I stopped in and questioned my new local dealer about doing warranty work, the brake lever recall, and the replacement of my sometimes not correct TPM sensors....he ordered both, and called me back...
dropped it off at 10 this a.m., picked it up @ 3 p.m., smile and a handshake.....
thank you, come again......phenominal.

[jamiemac]

I live in Clarksville, IN, but travel to Harodsburg, Kentucky to get My bike serviced. Lee's http://www.leesinc.com/ Kawasaki, Suzi, & Yamaha. Very nice, small town folks. Family run business, & the Mom is the boss. How cool is that!

[Rocket Therapy]

When I purchased my bike about 4 weeks ago and was going over it with the dealer I noticed a scratch on the bag, the sales man said I could have them take care of it, repaint the cover or they would do the first service on the bike, I told him I would let him know. Also I told the dealer about the brake recall and he said he would order the recall part and call me, about a week later they called and said the part was in and I could come in anytime.  Last week it got to 80 degrees here a couple days in a row and I wanted to ride so I called the dealer and said I would be in for the brake recall, so off I go,  about a 80 mile ride, 80 degree weather I was loving it. When I get to the dealer, they can't find the recall part, "probably put it on another bike, I'm thinking"  dealer said he was sorry and wanted to make it up to me and would send a tech to my house 80 miles away and install the recall part. I also them that I would fix the scratch and they could supply the touch-up paint, dealer agreed. He also told me that he still wanted to do the next service on the bike, I told him what oil I use,  mobile 1 4t, and he said that he would have it there for me. I think this is pretty good for a dealer and this is the first time I've  dealt with them. What's your opinion??  The tech was here yesterday and installed the recall part in my driveway and gave me the touch-up kit.

[maxtog]

I think this is pretty good for a dealer and this is the first time I've  dealt with them. What's your opinion??  The tech was here yesterday and installed the recall part in my driveway and gave me the touch-up kit.

Sounds reasonable.

When I bought my bike from Sunrise, they had to get it from another dealer because all they had was.... black (yuck).  When it arrived at the dealer, I went there to check it out and it perfect EXCEPT a scratch on the front right between the headlights.  He promised me they would take care of it and on my schedule, even gave me an "IOU".  So they delivered it a few days later.  It was months before first service, and I wanted them to do the service.  I called the service manager and he said "oh yeah, we have had your parts for the front for months and have just been waiting for when you are ready."  I took it in for service a week later or something and I got it back *perfect*.  Turns out they ordered a whole new front plastic and replaced it (I thought they were going to try and repaint it or something).  And no new scratches or issues.  Was very pleased.

[Jeremy Mitchell]

WOW
just goes to show the interesting things...

2 weeks ago I stopped in and questioned my new local dealer about doing warranty work, the brake lever recall, and the replacement of my sometimes not correct TPM sensors....he ordered both, and called me back...
dropped it off at 10 this a.m., picked it up @ 3 p.m., smile and a handshake.....
thank you, come again......phenominal.

Sounds alot like my dealer (Stahlman Powersports in Rolla, MO). 


I had my C14 in for a new rear tire and I rode my bike to the dealer (I usually carry my wheels in) and the Victory Demo truck was there so I test rode a victory cross country [cruise control and stereo were nice but other than that it was a slug].  Got back to see my bike ready, in the parking lot. I walked back to pay at the service department and they had scuffed/scratched the powdercoat on my rear rim and told me I didn't owe a dime (receipt showed a total of $235 after tax, would have been around $200 after price matching the rear tire). I can touch up the powdercoat issue and am very happy with the service

[reesedp]

I really appreciate all the feedback guys.  Just got off the phone with them and they havent heard anything yet.  The problem is that they are only about a mile from my house, and I'm a pretty busy guy.  Dont think I can pull off trips to Richmond.  Sunrise might work if I take a day off.  You guys are all paying my wages anyway, so may I have permission?

[MAN OF BLUES]

I really appreciate all the feedback guys.  Just got off the phone with them and they havent heard anything yet.  The problem is that they are only about a mile from my house, and I'm a pretty busy guy.  Dont think I can pull off trips to Richmond.  Sunrise might work if I take a day off.  You guys are all paying my wages anyway, so may I have permission?

I'm in Ohio now, but I paid enough taxes for the last 10 years in Va to give you permission to take the day off....
I'ts a nice ride if you go up rt 5, and then hit the Powhite Pkwy over to Midloathian...bout 90 min's each way....
we called that route the "nickle-dime route", out of Richmond on 5 to Jamestown, across the ferry to Surry for a munch at the restaurant, then continue to rt 10, and take it back up/over thru Hopewell, and into Richmond....

Call Ultimate....they will do you right....

[reesedp]

So finally heard back from the dealer...   The Kawasaki rep could find "no instance of there being a record of manufacturing defect with the valve cover gasket, and no issues with the techniques used to install it", therefore it MUST be normal for a gasket to last only 8+k miles!  What a damn crock!  I cant count the number of gaskets I've installed/reused/made out of manilla folders over the years that never leaked.  I'm highly disappointed that this wasnt taken care of.  So I guess I need to just deal with the burning oil smell until I pay for ANOTHER new one at the 30k service! 

[Pokey]

So finally heard back from the dealer...   The Kawasaki rep could find "no instance of there being a record of manufacturing defect with the valve cover gasket, and no issues with the techniques used to install it", therefore it MUST be normal for a gasket to last only 8+k miles!  What a damn crock!  I cant count the number of gaskets I've installed/reused/made out of manilla folders over the years that never leaked.  I'm highly disappointed that this wasnt taken care of.  So I guess I need to just deal with the burning oil smell until I pay for ANOTHER new one at the 30k service!

Order a gasket and do it yourself.