Warranty Claim Thrown Out Under 2000 Miles

[the mask]

I am very disappointed with Kawasaki Uk. Have been trying to make a warranty claim through the main dealer I bought the bike from new only to find after several weeks waiting it has been thrown out.
The problem is the right mirror casing has what looks like two plastic arms that go from the mirror onto the fairing.The lower one has a crack the whole length of it and would not bee seen unless you were doing a big valet. Hence I did not notice it within the 2000 miles I have done sinv=ce buying the bike new.Nothing has been dropped on the mirroe to weaken the plastis and no marks are showning. The dealer agrea's this has either been done when built or whilst in the crate in transit. As the claim was put in as defective material Kawasaki have disputed it even though they have been sent photographs of the damage as they say they have had no other complaints. I can't even replace the mirror housing myself as the dealers don't have a part number or price for these yet.
I am dissapointed that Kawasaki have thrown this claim out having spent so much money with them, my last bike being a zzr1400 and of course previous Kawasaki models.Having just spent £11000 on this one I feel willbe my last with this manufacturer.To be fair the dealer is offereing to help me out one wayor another and said they will sort it as they know I buy all my gear and bikes off them.I don't know if I will have to pay anything or all of it but My confidence has gone with Kawasaki.I feel they are being petty when I have the main dealer backing my claim.

[JamminJere]

Mask,

Have your dealer ask for the District Manager to look at it. They have more pull with Mother Kaw than just your dealer. Most Dealerships in the states have close contact with their DM's. Hopefully he's not the one that turned you down in the first place.. :(

Just an idea..

Jerry

[the mask]

I don't know wether we have a district manager over here in the Uk but I do know the claim went to Kawasaki Uk offices.I am going to wait until after the newyear and contact them myself.I personally think the gut in the service department has not helped my claim by putting the claim down as poor material for the reason for the crack.I think it is a crack that has been caused by overtightening or damaged in the crate.If I can find an easy way of putting photo's on the site I will put it on.

[touchwoodsden]

Originally Posted by the mask

II did not notice it within the 2000 miles I have done sinv=ce buying the bike new.Having just spent £11000 on this one I feel willbe my last with this manufacturer.To be fair the dealer is offereing to help me out one wayor another and said they will sort it as they know I buy all my gear and bikes off them..

With the profit the dealer made on selling the bike at that price, they should replace the mirror themselves! Mine cost £9950 OTR with 6 months tax. Full UK spec just 5 weeks or so ago.
The number of miles is immaterial, as is Kawaskai's attitude. It has 0 to do with Kwak. Your course of action is with the dealer, not the manufacturer. That is basic Sale of Goods Act (as amended) stuff. "Merchantable quality".
I am surprised they are shifting blame to Kwak. I think it a case of "they" (the dealer) don't want to replace the mirror and they are saying that it is "they" (Kwak). I emphasise , once again, it is the dealer's job to sort. If the dealer wont fix, sue the dealer. You should not have to pay anything provided of course that the dmage wasn't inflicted by you or a 3rd party
I issued proceedings against Car Phone Warehouse 8 weeks ago overa bad phone which kept breaking down (4 times in 4 months). They kept repairing it but they refused to refund £79.99. They were adamant they would not refund. Their refusal cost £174! :-).
If the dealer steadfastly refuses to fix it, then simply get an estimate for fixing the job, send 7 day letter and issue. Trust me, they will sort it or end up in court. Be sure to have photos, dates, details of discussions etc.
Where in UK are you? I can guide u through the process.

Good luck
TwD

[the mask]

Thanks or the advice.I am aware of mt rights but have rerained from using them as I have a good relationship with the dealer.I bought the bike when the model first came out so Had to pay full retail price but did get a good part exchange allowance.The dealer has said he will sort it out and I believe he will. Thanks for the advice again, I just wanted to let people know about Kawasaki's attitude.

[Frans]

The best is to see the DM from Kawasaki, although the dealer is the agent selling the bike, Kawasaki carries the warranty and not the dealer. The DM will be able to make a better assessment of the failure and will make a decision. Your dealer should be more assertive when fighting for your concern. I am a Regional After Sales Manager for a large motor manufacturer and if my dealers do not agree with my decision or my from my co. they approach me again with a justification. Remember, decisions are not always cast in stone and if the necessary can be updated. Hope this will assist your battle with the concern. I had something like rust on the back of the mirror glass of my ZX14 and KMSA did not hesitate to replace the complete unit.

[touchwoodsden]

Originally Posted by Frans

The best is to see the DM from Kawasaki, although the dealer is the agent selling the bike, Kawasaki carries the warranty and not the dealer.

I am afraid that in the UK The sale of Goods Act says that it's the dealer who is liable not the manufacturer although the dealer can claim from the manufacturer in a seperate cause of action. Any manufacturer's warranty is over and above (some times under and below!!) statutory rights. The correct route is through the dealer as there is no contract between Kawasaki and the Buyer.

[feelergaugephil]

Dude, My right mirror had exactly the same crack, (2850 miles)
I took it back to the dealers and they instantly advised "under warranty" the new one came in about a week later.
NO CHARGE.
Get it sorted out mate, warranty WILL cover it.
Phil.

[feelergaugephil]

I love the colour of your bike, we only get silver here in USA.

[smbear]

this is under a recall from kawi now.

[ang]

Just checked, no recalls for my bike.

[the mask]

Since my original posting on this matter Kawasaki Uk threw my claim out saying that they had no other complaints regarding faulty mirrors in this way so they can only assume that it had been damaged accidently by me. What, they accusing me of. I think I would know if I had caused a crack six inches long would'nt you. Anyway I argued with them and said after my last three bikes including a zzr1400 all being new Kawasaki's I would never buy one again. I also pointed out that other people had complained about this problem on this website and gave them the website details. I was wrighting to the motorcycle news and was dissapointed in a lagship model having such a poor build quality in this area. Yes it is a new model and we are all the test pilots here but they should admit when something is wrong.
They finally caved in and the new mirror casing has now been fitted by the dealer. It only took three months from start to finish. Dissapointing but sorted in the end. Considering bike sales are down in the Uk you would think they would try a little harder.

[CAL]

Here in the States this has been a known problem created by the dealers not installing the right mirror correctly.. In fact Kawasaki sent a Memo to dealers here in the States "K-Tech News" issue 3 2007" on properly installing the mirrors to avoid having them crack. I would assume that these are sent to all dealers world wide.... Sounds like your dealer was giving you the run around on a problem they more than likely created.

[FBRR]

Mine is also broken in the same place.As others have said it is an installation issue at the DEALER. The bikes are shipped with the mirrors off. If the assembler does get the mirror seated in the fairing "hole" correctly, the base on the right mirror cracks. I talked to my dealer and they ordered the new mirror under warrenty. This issue is also discussed on the concours forum.

With the mirror installed look and see if the mount ( the swivel base of the mirror is FLUSH in the front. If not it is not installed correctly.)
Both of my mirrors were mounted wrong, and I "pushed" on the front edge of the base and it "popped" right into place.( both sides!!) And as I said the right one was the only one cracked.

I think YOUR dealer may be at fault not Kawasaki. We have a direct phone number to call Kawasaki, perhaps you should call them if possible and bypass the dealer for an answer!!

[Eugenio_SS]

dealer is willing to help as they can, then whenever the next bike comes in the crater, swap mirrors, and have them contact Kaw on the defective mirror on bike just received.