Canadian Mobile Holidays Ltd.

Initial Business Response / [redacted] (1000, 6, 2015/07/21) */ [redacted] - The customer (let's refer to him as **) contacted our shop with news that the engine was blownHe did not want to bring the bike to the shopInstead he suggested that he would take the motor apart to make the repairs [redacted] - [redacted] (let's refer to him as **), my partner, took the call and advised [redacted] that if he took the bike apart the warranty would be voidHis response was that he did not care [redacted] - At the close of the conversation [redacted] advised [redacted] that he would be calling the [redacted] representative, [redacted] (**) (2) [redacted] - [redacted] called with the news that he had taken the bike apartHis assessment was that the crankshaft was out of alignmentHe informed [redacted] that [redacted] should provide a new motor Now put yourself in our situation -- a customer calls, says the motor is blown, ignores our instructions re the warranty, suggests a problem that is very rare and demands a new motor! [redacted] - [redacted] then called **, made him aware of the situation and agreed that [redacted] and [redacted] should speak [redacted] reiterated that he could not provide any warranty assistance without seeing the motor [redacted] - [redacted] brought the bike to the shop [redacted] took photos of the parts and took the motor to an independent, experienced bike mechanic for an assessment of the problem - The mechanic's opinion, based on some years working on similar motors, was that the piston overheatedThe probable cause was improper bre(**, like all customers was advised of the breprocedures plus directed to the owner's manual)There was no indication of the crankshaft being out of alignment! - [redacted] was advised of this and responded that the motor blew after only hours running-- his first reference to when the incident happenedAdditional Information - It is important to note that during this process we made several attempts to reconcile presenting scenarios to [redacted] to sell the replacement parts at cost, provide some free labour etc - [redacted] then sent an email, attached, to [redacted] outlining the issue (3) [redacted] have, at our cost and against the advice of the manufacturer, rebuilt the motor[redacted] As it turns out [redacted] collected the bike [redacted] Although the repairs were not yet complete [redacted] insisted that he was taking the bikeA condition of the repair, agreed upon by **, was that he would sign a waiver on future warranty [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] This brand new motorcycle with warranty broke after hours of useVehicle is in brand new condition, as clean as new I reported this problem to [redacted] at Clays offroad, [redacted] [redacted] advised that he would need to check with his [redacted] rep [redacted] to determine steps because they dont have at mechanic working at their dealershipI mentioned that I could likely fix it if that is an option [redacted] advised [redacted] that I can go ahead and investigate the mechanical issue and report back to himWe determined that it was a scuffed piston [redacted] advised [redacted] of the diagnosis and [redacted] decided that we could fix it and he would supply the parts but there would be no future warranty on the repair, or we could take the bike to the dealer and they would contract a mechanic in [redacted] to do the repair with fully warranty on the repairI agreed and took the bike to the dealer The dealers contracted mechanic determined that it was a scuffed pistion [redacted] advised me that the mechanic hadnt worked on a [redacted] motor but he is goodI mentioned to [redacted] that if the entire motor needed to be disassembled and repaired, I would prefer a new motor as this is a brand new bike [redacted] called me the next day and advised me that [redacted] would now only sell me the parts now at cost and I would need to pay their contracted mechanic for labourHe told me to call [redacted] for an explanation I called [redacted] and he told me as follows: athe break in oil was changed to earlyIt should be left for hours bthe bike was cold seized cthe bike was being ridden at mph I asked [redacted] to reconsider his positionHe said no I called [redacted] to discuss [redacted] s position[redacted] and I agreed to let this cool until tomorrow and he would try again to get [redacted] to reconsider his position The next day [redacted] called and said [redacted] agreed to supply the parts and the dealer would supply the labourI was satisfied [redacted] [redacted] a few days latter on Thursday [redacted] at 5pm I received a call from ***This was the first and only conversation I had with him about this problem[redacted] The next day I went to the dealer ( [redacted] ) and picked up the bike [redacted] The motor was in the frame and the bike was not runningWe contracted a professional mechanic to finish the job [redacted] OTHER INFORMATION [redacted] [redacted] [redacted] I would like to receive the warranty information for this bike and the owners manualThese items were not given to me at delivery [redacted] [redacted]

Initial Business Response /* (1000, 6, 2015/07/21)...

*/
[redacted]
[redacted]
- The customer (let's refer to him as **) contacted our shop with news that the engine was blown. He did not want to bring the bike to the shop. Instead he suggested that he would take the motor apart to make the repairs.
[redacted]
- [redacted] (let's refer to him as **), my partner, took the call and advised ** that if he took the bike apart the warranty would be void. His response was that he did not care.
[redacted]
- At the close of the conversation ** advised ** that he would be calling the [redacted] representative, [redacted] (**).

(2)
[redacted]
- ** called with the news that he had taken the bike apart. His assessment was that the crankshaft was out of alignment. He informed ** that [redacted] should provide a new motor.
Now put yourself in our situation -- a customer calls, says the motor is blown, ignores our instructions re the warranty, suggests a problem that is very rare and demands a new motor! [redacted]
- ** then called **, made him aware of the situation and agreed that ** and ** should speak. ** reiterated that he could not provide any warranty assistance without seeing the motor.
[redacted]
- ** brought the bike to the shop. ** took photos of the parts and took the motor to an independent, experienced bike mechanic for an assessment of the problem.
- The mechanic's opinion, based on some 30 years working on similar motors, was that the piston overheated. The probable cause was improper break-in (**, like all customers was advised of the break-in procedures plus directed to the owner's manual). There was no indication of the crankshaft being out of alignment!
- ** was advised of this and responded that the motor blew after only 3 hours running-- his first reference to when the incident happened. Additional Information
- It is important to note that during this process we made several attempts to reconcile presenting scenarios to ** to sell the replacement parts at cost, provide some free labour etc
- ** then sent an email, attached, to ** outlining the issue.

(3)
[redacted]
[redacted]
[redacted] have, at our cost and against the advice of the manufacturer, rebuilt the motor.[redacted]
As it turns out ** collected the bike [redacted]. Although the repairs were not yet complete ** insisted that he was taking the bike. A condition of the repair, agreed upon by **, was that he would sign a waiver on future warranty.
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
1. This brand new motorcycle with warranty broke after 4 hours of use. Vehicle is in brand new condition, as clean as new.
2. I reported this problem to [redacted] at Clays offroad, [redacted]. [redacted] advised that he would need to check with his [redacted] rep [redacted] to determine steps because they dont have at mechanic working at their dealership. I mentioned that I could likely fix it if that is an option.
3. [redacted] advised [redacted] that I can go ahead and investigate the mechanical issue and report back to him. We determined that it was a scuffed piston.
4. [redacted] advised [redacted] of the diagnosis and [redacted] decided that we could fix it and he would supply the parts but there would be no future warranty on the repair, or we could take the bike to the dealer and they would contract a mechanic in [redacted] to do the repair with fully warranty on the repair. I agreed and took the bike to the dealer.
5. The dealers contracted mechanic determined that it was a scuffed pistion. [redacted] advised me that the mechanic hadnt worked on a [redacted] motor but he is good. I mentioned to [redacted] that if the entire motor needed to be disassembled and repaired, I would prefer a new motor as this is a brand new bike.
6. [redacted] called me the next day and advised me that [redacted] would now only sell me the parts now at cost and I would need to pay their contracted mechanic for labour. He told me to call [redacted] for an explanation.
7. I called [redacted] and he told me as follows:
a. the break in oil was changed to early. It should be left for 20 hours
b. the bike was cold seized
c. the bike was being ridden at 120 mph
I asked [redacted] to reconsider his position. He said no.
8. I called [redacted] to discuss [redacted]s position.[redacted] and I agreed to let this cool until tomorrow and he would try again to get [redacted] to reconsider his position.
9. The next day [redacted] called and said [redacted] agreed to supply the parts and the dealer would supply the labour. I was satisfied.
10. [redacted]
11. [redacted]
12. a few days latter on Thursday [redacted] at 5pm I received a call from [redacted]. This was the first and only conversation I had with him about this problem.[redacted]
13. The next day I went to the dealer ( [redacted]) and picked up the bike. [redacted] The motor was in the frame and the bike was not running. We contracted a professional mechanic to finish the job.
14. [redacted].
OTHER INFORMATION
15. [redacted]
16. [redacted]
17.[redacted]
18. I would like to receive the warranty information for this bike and the owners manual. These items were not given to me at delivery. [redacted]
19. [redacted]