Kawasaki Motors Corp USA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As stated previously I HAVE ALREADY taken this matter up with Kawasaki USA, and they refuse to honor their engine warranty, even though circumstances clearly indicate a flaw in the engine (engine failed after only hours of operation) Given Kawasaki's unwillingness to stand by their engine, it seems logical that [redacted] should stand by its mower and pay for my repairs (I have now had the engine replaced at an out-of-pocket cost of $1840)If the company doesn't agree with this, why not simply say, "We do not stand behind our mowers"? Regards, [redacted]

Kawasaki has offered to cover the repairs as a goodwill gesture

Dear Mr [redacted] , I apologize for the late response regarding [redacted] The person you sent this to has been out of the office for over a monthWe do not show any history of this battery issue in our logsWe were not contacted by the dealer, nor by Mr***, regarding this complaintThere was no mention of the dealer's name in the complaint, but I went ahead and guessed that it was the dealer who sold the bike to Mr***I called the dealer and spoke with the service manager ***, who consulted his technicianAfter going through their records, they found it dated 12/15/As they recall, they offered to pay for the new battery, but unfortunately the customer lost the receipt, and did not return with a duplicate receiptIf the customer brings the bike back or contacts us, we'll be happy to continue to try and assist him[redacted] ***Consumer AnalystKawasaki Motors Corporation, U.S.A

We apologize to Mr [redacted] for the problem that he experienced with his motorcycleWe appreciate his patience while the unit was repairedAs a goodwill gesture, Kawasaki agrees to cover the loan payments and insurance costs while unit was in the shopWe are currently working with the customer to acquire copies of his statement and insurance costs for reimbursement

We appreciate [redacted] purchase of a Kawasaki NinHWe regret that he is dissatisfied with the appearance of the unit The frame on this motorcycle is made of high tensile steelThe condition described by this customer is purely a cosmetic issueIf other customers experience this issue, Kawasaki recommends spraying oil into the cavity and installing factory plugs to help guard against water intrusionFuture models will come with these measures already in place Customer satisfaction is a top priority at KawasakiIf this customer isn’t happy with the fix described above, KMC will replace the frame with a brand new one, plugs included

In response to the questions presented by [redacted] Replacement frames are sent without a stamped VIN We have already discussed the offer to replace the frame with Lightspeed Kawasaki, and they are prepared to do the work There is no need to partially disassemble the top end of the engine in order to remove it from the frame Kawasaki authorized repair facilities are trained and equipped to handle a frame replacement, and may contact Kawasaki Technical Support for assistance if needed Notwithstanding the above, we still strongly encourage leaving the original frame in placeThe surface rust, which is only on the interior of a portion of the frame, is merely cosmetic and will not pose any structural concerns with the unit The countermeasure plugs have proven to be a sufficient solution to these cosmetic concerns [redacted] is welcome to continue this discussion by contacting Kawasaki Customer Services [redacted] directly

I've added a copy of the warranty policy for review The customer is misunderstanding a statement in the policy related to making a claim against a breach of contract The wording for that statement is "One-Year Limitation on Initiating a Claim, In the event you elect to make a claim for breach of this Limited Warranty or an applicable implied warranty, you must initiate the claim within one-year after the date on which the breach occurs" This is not referring to making a claim for repairs done through a non-authorized Kawasaki dealership.The warranty policy states clearly how warranty assistance is obtained in the section "Obtaining Warranty Service, To obtain warranty service, you must, at your own cost, deliver your Kawasaki Teryx Side x Side vehicle to an authorized Kawasaki service facility during business hours and, if requested, by present proof that your Kawasaki Teryx Side x Side vehicle has been serviced and maintained as recommended in the Periodic Maintenance Chart included in the Owner's Manual".We are open to reviewing the failure for warranty coverage if the customer brings the unit to an authorized Kawasaki dealership for repair

A Field Service Technician from Kawasaki has gone out and inspected the bike at the dealership The unit was found to be operating normally The customer should go pick up his motorcycle and enjoy it

Thank you for forwarding the concerns from one of our valued Kawasaki customersKawasaki strives to provide exceptional products and to be the leader of customer satisfaction in the power sports industryKawasaki makes every possible effort to produce the highest quality products for its customers, but we understand failures may, and sometimes do occurIt is for this reason Kawasaki provides a limited warranty which covers defects in material or factory workmanship during the warranty periodThe limited warranty for this Jet Ski started on July 3, and expired on July 3, The customer mentioned he disassembled the engine himself, and then later brought it to an authorized Kawasaki dealership for inspectionAfter a discussion with the inspecting dealership and a thorough examination and evaluation of the photos and information provided by the Kawasaki dealership, it has been determined the damage to the piston skirt was not the result of a defect Although the one year limited warranty expired over years ago on July 3, 2007, Kawasaki may have considered some form of goodwill if a defect in the piston was presentUnfortunately, since no defect was present in addition to the years beyond the expiration date of the limited warranty, Kawasaki will not be able to provide financial assistance with repairs on this unitWe understand our response may not be favorable, but we sincerely thank you for allowing Kawasaki Motors Corp., U.S.Athe opportunity to provide a detailed explanation regarding your concernSincerely,Kawasaki Motors Corp., U.S.AConsumer Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The limited warranty clearly implies that a claim may be submitted to Kawasaki up to one year following the claim date Upon speaking with Kawasaki customer service it is apparent they are not giving accurate informationThe representative clearly stated there is NO way, without going through a dealer, to submit a claim yet there is a clause within the limited warranty agreement that clearly identifies the necessity of a consumer filing a separate claim for warranty work I asked for clarification and the two representatives and disrespectful supervisor stated that the contract doesn't advise that Since there is clearly either misinformation being disseminated by kawasaki customer service or the contract is ambiguousUnder federal and IL state law this ambiguity in the contract would clearly nullify their contract and lead to a breach of contract Kawasaki needs to own up to the fact their machine broke within the first two months of serviceKawasaki can refund our out of pocket expenses
Regards,
*** ***

We discussed the matter with Mr***. He has misinterpreted the terms of the Kawasaki Limited Warranty policy. We clarified with Mr*** that it is his responsibility to get the unit to an authorized Kawasaki dealership for warranty assistance. Until the unit is brought in to
an authorized Kawasaki dealership, we would be unable to render a warranty decision. At this time we have not determined if this repair would even be covered under the terms of the warranty policy. A copy of the policy has been attached for review

We've discussed the matter with *** ***. According to the dealer they felt that the damage was not present at the time of delivery to the customer. The customer says nothing occured to it while in his short possession. As a goodwill gesture to the customer, even though
this is clearly a situation where the unit had fallen over some point after the dealership received the unit, we have offered to provide replacement parts directly to the customer for most of the items that had shown damage. It was considered ultimately the responsibility of the purchaser of this unit to inspect the bike prior to completion of the transaction. Based upon that, the purchaser would be responsible for all damages to the unit. However, in the interest of customer satisfaction, Kawsaki chose to provide considerable assistance on the customers behalf

We apologize to Mr*** for the trouble that he is reporting. Unfortunately, we have no record of ever being contacted by him as described and no records of any dealership visits. Please ask him to contact me directly for assistance with his situation.
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** *** ***
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or
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###-###-#### x***
###-###-#### fax

Thank you for the assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would...

not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As stated previously I HAVE ALREADY taken this matter up with Kawasaki USA, and they refuse to honor their engine warranty, even though circumstances clearly indicate a flaw in the engine (engine failed after only 50 hours of operation).   Given Kawasaki's unwillingness to stand by their engine, it seems logical that [redacted] should stand by its mower and pay for my repairs (I have now had the engine replaced at an out-of-pocket cost of $1840). If the company doesn't agree with this, why not simply say, "We do not stand behind our mowers"?
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would need specific details on how a frame swap would logistically be completed. I have many questions about it.
1. How would the VIN match ? It would drastically affect my resale value if I have a different VIN and a piece of paper signifying a frame swap.
2. Who would do it. One dealer in my area just told me they wouldn't do it, the other dealer said it would be a huge project to take apart the entire bike to swap the frame, and there is specific tooling involved they would need to purchase.
3. This is a hand built bike in Japan by a single technician, I am apprehensive about completely dissassembling the parts (Including partial dissassembly of the top end of the engine to remove it) and it being reassembled without problems or scratches. This bike is perfect and four months old.
I need more specifics about this please. Thank you.Regards,[redacted]

Kawasaki has offered to cover the repairs as a goodwill gesture.

We appreciate [redacted] purchase of a Kawasaki Ninja H2. We regret that he is dissatisfied with the appearance of the unit.
The frame on this motorcycle is made of high tensile steel. The condition described by this customer is purely a cosmetic issue. If other customers experience this...

issue, Kawasaki recommends spraying oil into the cavity and installing factory plugs to help guard against water intrusion. Future models will come with these measures already in place.
Customer satisfaction is a top priority at Kawasaki. If this customer isn’t happy with the fix described above, KMC will replace the frame with a brand new one, plugs included

We apologize to Mr. [redacted] for the problem that he experienced with his motorcycle. We appreciate his patience while the unit was repaired. As a goodwill gesture, Kawasaki agrees to cover the loan payments and insurance costs while unit was in the shop. We are currently working with the customer to...

acquire copies of his statement and insurance costs for reimbursement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]