K T M Sportmotorcycle USA, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] First off KTM did send a tech to the dealership to analyze the bikeI appreciate that since the dealer had pretty much given up on the issueThe initial problem I have had from day one has not been solvedThe bike was not running due to a catastrophic failure in the engine So the technician was not able to test the bike with the engine runningThe initial complaint I have had is the bike shuts off when idling and when runningThe engine stopped running and could not be restarted so this was a secondary problemKTM found the engine had a catastrophic failureThey are replacing the engine. Today I dropped off water wetter (engine coolant) to the dealerThey are not able to finish the job because they are in need of an exhaust gasketThis was not supplied by KTM but was ordered and has not arrivedSo I cannot say this is resolved since I still do not have a bike. I called *** at KTM on Monday morning and left a message explaining my concerns about future reliability with the bikeI have not received a call back to address my concernAt this point I would like KTM to offer a buyback for the vehicle I am concerned that is hasn't run correctly from day one and now had an engine failureThe bike spent two months at the dealer already only to be returned with the same problem.
Regards,
*** ***

On to the caseThe customer first contacted our Customer Service line on 5/31/Since that time we have been working directly with our Tech Support as well as the dealerThe motorcycle has non factory equipment on it and we were told that delayed the diagnosis processThat being said after
speaking with the Service Manager Daniel on Fri the 10th we overnighted a Fuel Pump which arrived on TuesdayWe have been in constant contact with the customerWe called the dealer this evening on 6/16/and they stated the bike is fixedThey still need to finish the final tests and paperworkThis case is resolvedPlease contact me when you have timeThank you for your help and let me know if you have any further questions? Michael C***

Upon receiving the message from your office regarding *** ***’s complaint against KTM North America, Inc. we looked at all the details related to his VIN number and spoke to him directly to get more information on the issue he was having. After I spoke to him we
(KTM) decided to send one of our technicians from our California office to the dealer (*** ***) to inspect the motorcycle
After inspection and diagnostics it was determined that a valve shim had fell out of place and a valve was stuck open causing the no start issue.
Due to this finding from our technician we decided the best course of action was to offer to exchange the motor with a new one. We have since sent a new motor from our Ohio warehouse to the dealer and it is scheduled to arrive by the end of the week.
Once the engine is received the dealer will mount it in the chassis and handover the motorcycle to the customer when finished
I have recently spoken with the customer about our course of action and he seemed satisfied with it.
Best regards,
*** ***
KTM Customer Service

[redacted] <[redacted]@yahoo.com>11:41 AM to me Good Morning [redacted],I would like to respond to Michael C[redacted] email but am un-certain how do to so.   The issue has been resolved but I do think consumers should be aware of how long it took to resolve such a simple, yet critical issue. am very grateful for your organization.  With out your help I am certain my bike would still be broken.  Within 24 hours of my email to you, my Dealer had been contacted by a Manager, Executive, and VP from KTM.  Between my dealer and I we had both been trying to get a response for 5 WEEKS prior to me contacting you.So, Thank you again, and I would like to know how to "offically" respond to KTMs response.Cheers,[redacted]

Hello [redacted],  I spoke with the Customer [redacted] and his issue is with the dealers that he has been working with. This is the only way that he could find in how to communicate this to us at the Factory level. We are taking care of the repair under goodwill on his most recent repair. Thank...

you.

Hello, As stated by the Customer we have authorized our dealer to perform the needed Warranty repairs. Today we authorized an replacement eng that will be shipped to the dealer where his bike is at. We have already been in contact with the Customer and our Dealer since 8/30/16. Our Customer Service...

Case number is [redacted]. Please let me know if you have any further questions?  Take care Mike

Hello,  My first concern is that this is not a Customer in the USA. The Vehicle was purchased in Canada. This client has contacted both our Canada and USA offices. In that communication we have stated that the motorcycle is not equipped with the MAP switch or Traction control for the North...

America Market. Due to Homologation laws pertaining to EPA and CARB the bikes are not built with this option, nor is it available for adding after the purchase of the bike. This is available in Europe. Again not for sale in North American Markets. We will not reimburse the customer as he has not paid for anything that he did not receive on the bike as it is supposed to be equipped.  Thank you,  Mike C[redacted]

This business response was received by ** at Revdex.com via email.Hello [redacted] I couldn’t figure out how to add to the Revdex.com case. On [redacted] motorcycle, it did not come with a map switch or traction control. He did not pay extra for it. This is not an option for the motorcycle. This option cannot be added to the motorcycle. There is nothing further that KTM North America can assist him with in regards to this concern. Thank you, MICHAEL C[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was told by KTM dealership that this option comes on the bike, as it is also advertised on the US and Canadian KTM website  here: [redacted]
[redacted] 
 "As a proud owner of a SIX DAYS 4-stroke model you can select a stronger power curve and activate the unique traction control system for maximized grip. A bonus mapping via the map select switch on the handlebar, brings even more ferocity to the game." It is also advertised on the KTM USA website; http://www.ktm.com/us/enduro/450-exc-f-six-days/ how is a consumer supposed to tell that it doesn't come with the bike when every piece of literature and the KTM  website says it does come with this option    
Regards,
[redacted]