Yamaha Motor Corporation USA

Review: Dear Yamaha,

This letter is in reference to SR# *-[redacted] that I was given via Yamaha Motor Corporation’s Facebook page. I wanted to bring to your attention the disappointing service that I have received from Yamaha since my latest purchase. I bought a brand new Yamaha Wolverine on April 17th. In August, I was traveling to my friend’s house to enjoy a day of riding when all of a sudden my brand new Yamaha wolverine that only had 10 hours on it randomly just shut off and locked up on me. The machine would not start and I was unable to get the machine out of gear. After I did my own investigating on the machine, I found that the spark plug had melted inside the engine. I immediately contacted a local dealer, took the machine into the shop, and also called Yamaha to make them aware of what exactly happened because the machine was still under warranty. It was understood when my machine was dropped off that the dealer was busy and that would that it would take a week or two until they were able to tear apart my machine to relay the info onto Yamaha. On September 23rd I received the first phone call from the dealer. They stated that the piston had shot up through my engine and created two clean holes all the way through. I was informed that they needed a verbal approval on my end for 6 hours of labor to tear the engine apart to see if I was at fault or if Yamaha was at fault. I was told that if I was at fault I would be held responsible for the cost of the labor. I followed up with a phone call into Yamaha on October 1st to see if there was any update on my machine, but they had no updates to give me. I spoke with [redacted], a product specialist for Yamaha, at extension [redacted]. She ensured me that she would give me a call when any further information became available. On October 23rd I received a phone call from the dealer stating that they had the engine partially torn apart and that they were waiting on a few special tools from Yamaha to complete the engine break down. I was also informed that a Yamaha specialist would be in within a week or two and that they were coming in to look over the machine. After I received the phone call from the dealer I then reached out to [redacted] to see why I never heard back from her. While speaking to her, I specifically asked to be given a date on when the specialist would be at the dealer because I wanted to be present. She then stated that she was would check into things and that I would hear back from her no later than end of day, Monday October 26th. Again on October 27th I reached out to Yamaha to speak with [redacted] to see why I never received a phone call back and I spoke with [redacted] in customer relations. He told me that [redacted] was unavailable that he would make sure I received a phone call back. Again, I never received a phone call back. I had called back a few times after that and was told that [redacted] was unavailable, but that they would take a message and have her call back. On November 11th, the dealer called me stating the Yamaha engineers had been in the day before and that Yamaha would be sending me a NEW complete engine within one to two weeks. I gave it a few weeks and then contacted the dealer on December 10th asking if they had received the new engine yet. I was informed that the dealer spoke with Yamaha a few days prior and that they were still searching for an engine to send over. I immediately called Yamaha customer relations again to see why there was another [redacted]. I was told I would receive a call back. I grew impatient and waited a few hours and called back. Finally I got ahold of [redacted] and when I asked if she got my message, she stated that she had not. I then told her about my situation and how my machine had already been in the shop almost five months. I also notified her of the trouble I had been having in regards to not receiving calls back or straight answers. I told her that I wanted an extended Yamaha factory warranty on the machine for at least three more years. She agreed and said that she understood my frustration that she would make sure that she gets to the bottom of this and call me back no later than December 14th with some sort of answer. Once again, I never received a call back. I took it upon myself and called back on December 14th to the customer relations department and spoke to Christian. When I asked to speak with [redacted], he stated she was unavailable and that they were waiting on a call back from the dealer. Every time Yamaha told me they were waiting from a phone call back from the dealer, they had called on a Monday. The dealer is closed on Mondays. From that date until now I have stopped into the dealership several times and spoke with the service department, and I have called to see if any updates. Absolutely nothing! The last time I spoke with [redacted], I raised my frustration once again asking to speak to a manager. I was immediately denied and was told it would be two to four weeks before one could reach out to me. The last time I stopped into the dealer was January 2nd. I was told that Yamaha has not found a new engine to ship over and that there was mention of the possibility of having to rebuild my old engine. I reached out to [redacted] via email and asked her what is going on. All I could get was she was working with upper management on the issue. If Yamaha cannot come up with the parts, then why can’t Yamaha just give me a brand new machine? Otherwise, I would like to find out if I can just hand this machine over to Yamaha and get out of the loan? I am beyond frustrated with not only this happening to my brand new machine, but now with the way my situation has been dealt with by Yamaha. This is completely unacceptable. My machine has been in the shop for longer than it was rideable. Not only have I not been able to enjoy the machine, but I am still financially responsible to continue to pay for this wolverine while it has been in the shop for an extended period of time. The worst part is that none of this could have been avoided on my end, other than by not purchasing the machine in the first place. As stated in my Facebook post on Yamaha Motor Corporations page, it is sad to say but this will very likely be the last time I ever purchase a Yamaha product and I will surely think twice before recommending this company to anyone else.Desired Settlement: I would like for Yamaha to give me a brand new Yamaha Wolverine machine and for them to apply the payments to the replacement that I have already made one the one that I own now that is still in the shop, or I would like to completely get out of the loan with no farther payment and they can keep the machine. Or them give me a brand new completed engine and Yamaha make the payments for the months I have been paying on the machine will it was in the shop.

Business

Response:

We apologize to the consumer for the length of time that has passed while we and his authorized dealer work toward a resolution regarding his 2016 Wolverine SXS. We have been in contact with the consumer to advise him that we are in the process of replacing his unit with a new vehicle with the help of his servicing dealer, and we have agreed to add a Yamaha Extended Service (“Y.E.S.”) extended warranty to the vehicle as a good will gesture. We’ve explained to the consumer that through no fault of his there have been multiple communication errors that brought us to this point, but we hope to restore his faith in Yamaha and we value his support of Yamaha and our products.

Thank you for allowing us the opportunity to respond to the consumer’s concerns.

Review: I own a 2015 Yamaha YZF R-1 with 1660 miles on the odometer. After the dealer completed the transmission safety recall the motorcycle now has engine noise. I have returned the motorcycle to the dealer and I have been told that the noise is "normal". The noise wasn't present before the recall was performed. The dealer told me quote "if you don't like what I've told you contact Yamaha Customer Relations". I contacted Yamaha Customer Relations and now I cannot get my phone calls returned nor any assistance with getting my motorcycle repaired. I purchased 3 BRAND NEW Yamaha motorcycles within 30 days totaling approximately $35,000.Desired Settlement: I would like my motorcycle to be repaired eliminating the engine noise and returned to factory specifications. If that is not possible, I would like the vehicle to be replaced with an identical model considering the vehicle has just 1660 miles on the odometer.

Business

Response:

We have contacted the consumer to address their concerns

with the recall performed on their 2015 YZF R-1 Motorcycle and the Customer Service

rendered to the consumer during this experience. After listening to the

consumer, we have proposed a factory representative meet with the consumer to

evaluate the situation.

Consumer

Response:

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.I am to meet with a Yamaha field engineer on Wednesday, March 23, 2015 Regards,

Review: On 5/31/2013 I purchased a new Yamaha Star Bolt Motorcycle (VIN [redacted]) from my local Yamaha dealer. I quickly discovered that when driving with the sun in front of you the speedometer is unreadable and appears only as a black disc. This issue is well known and the Bolt Blog Site is teaming with posts regarding the "engineering flawed" speedometer. I contacted Yamaha customer service shortly thereafter and was told "they are aware of the problem and were working on a solution". Well, the 2015 model recently came out with a revised speedometer unit that solves the visibility problem but the replacement is not offered to owners of the 2014 model. It appears that we are hung out on our own.Desired Settlement: In lieu of a recall on all 2014 Bolts, I feel it is appropriate for Yamaha to send me a replacement 2015 type speedometer to solve the readability problem. I consider this a safety issue that needs to be addressed quickly.

Business

Response:

We apologize for any inconvenience the consumer has experienced with his Yamaha Star Bolt motorcycle. We are proud of our heritage and reputation for manufacturing products with the highest standards of quality and workmanship. We are constantly striving to manufacture products that meet with our customers’ expectations and needs. The meter introduced on our 2014 Bolt and Bolt R-Spec motorcycles was designed to add to the modern take on the traditional urban bobber style. While we thoroughly test our vehicles under a multitude of potential situations, we cannot control environmental and atmospheric conditions which may affect instrument visibility. Available light, shadow, and viewing angle can vary the appearance of the combination meter, as can the rider’s eye protection and added accessories.

Thank you for allowing us the opportunity to respond to you.

Yamaha Motor Corporation

Customer Support Group

Consumer

Response:

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.

Very nice of YMC to apologize but a real apology would include a modified speedometer unit that solves a visibility issue that they they have recognized and solved on the 2015 model.

Review: I own the 2014 Yamaha Bolt R-Spec. The speedometer, due to reflective glass coating, is impossible to read when riding towards the sun. This issue has been corrected in newer models of the motorcycle. The manufacturer obviously recognizes the fault in the previous versions of the speedometer, yet they will not replace the old speedometers.Desired Settlement: I would like to have my old speedometer with the unsafe mirror-like glass replaced with the new speedometer that is easier to read in the sun. When you cannot tell how fast you are going, it is unsafe, and it is also maybe possible to get a speeding ticket. Yamaha should be held liable for this.

Business

Response:

We apologize for any inconvenience the consumer has experienced with his Yamaha Star Bolt R-Spec motorcycle. We are proud of our heritage and reputation for manufacturing products with the highest standards of quality and workmanship. We are constantly striving to manufacture products that meet with our customers’ expectations and needs. The meter introduced on our 2014 Bolt and Bolt R-Spec motorcycles was designed to add to the modern take on the traditional urban bobber style. While we thoroughly test our vehicles under a multitude of potential situations, we cannot control environmental and atmospheric conditions which may affect instrument visibility. Available light, shadow, and viewing angle can vary the appearance of the combination meter, as can the rider’s eye protection and added accessories.

Review: My husband and I purchased a Yamaha TTR50 dirt bike, new, for $1,600. We purchased the product from Paw Paw Cycle in Paw Paw, MI. During our son's first ride we discovered that it would not shift into 2nd or 3rd gear as it should. Our son did fall a few times, it was his first time riding (I have video), very minor nothing that caused visible injury to him or the bike. This bike is designed for kids between the ages of 5-8 based on the size so it should be able to stand up to a small amount of reasonable wear. We took the bike into service, they contacted Yamaha's support and were advised that it was a bent shift fork and would be caused by "excessive abuse". The mechanic said it was really rare for it to happen, but it could hit just right if it went down and bend it. The shop advised it would cost $1,000 to repair (I have since received estimates of about $500 as the worst case scenario from other shops). The business manager, [redacted], would not speak to us or work with us at all. I did talk to the service manager and he told me it was a quality issue with Yamaha's product and should in no way reflect on their service. The mechanic told us our son could ride it in one gear until we got it fixed. So we brought it home last night and our son started riding it around the yard, he then stopped in the driveway to rest and a large puddle started forming on the concrete. The overflow was spewing a large amount of gas at a very fast rate. My husband shut off the gas and took the bike away from our son. So now I have a brand new bike with only a few hours on it that has a bent shift fork and something wrong with either the carburetor or the float? We bought brand new so we wouldn't have issues like this. We have purchased Honda dirt bikes for 20 years with no issue, even with excessive falls and abuse, something this dirt bike did not encounter. Leaking gas on a brand new child's bike is a serious safety violation/concern in my book. We purchased the bike in December for a [redacted]Desired Settlement: At this point, with the safety of my child now in question due to leaking gas I would just like to return the bike for a refund of the original purchase price. The dealer will not work with us stating that it is not covered by Yamaha so they have no reason to work with us. I called yesterday to confirm their position before taking any action. We purchased the bike in December for a [redacted]stmas gift and due to the inclement weather/snow we have had the bike in storage until 3/30/14 (spring).

Business

Response:

We sincerely apologize to the consumer for any problems she or her son have had relating to our product or dealer. We have contacted Mrs. [redacted] directly to ensure that her son was not injured, and to inform her that Yamaha’s investigation into the cause of the shifting issues and fuel leak is ongoing. We just learned of these issues the day before she filed her complaint, and no determination has been made yet regarding repairs and we have definitely not declined to offer financial assistance. I spoke to Mrs. [redacted] by telephone and assured her that we will continue to work closely with her dealer and will keep her informed of our progress.

Review: My motorcycle went into a local repair shop in October 2014 because oil started coming out of the air filter and the engine eventually stopped. Several sensor fail codes showed. The shop tested the sensors and they were ok. New sensors didn't fix the bike. A new ECU didn't fix the bike. The shop went back and forth with Yamaha engineers who instructed the shop to perform numerous tests and replacements. After months of work which did not fix the bike, the Yamaha engineers gave up! They told the shop they couldn't help anymore and gave up on their own product! The shop decided to replace nearly everything, sensors, ECU, the entire wiring harness... Just keep replacing until it worked. Finally in June of 2015 the bike worked and I was stuck with a rather large invoice. I blame Yamaha for not knowing their product, directing the repair shop in work that didn't fix the bike, and also for giving up on me, my bike, and the repair shop. Yamaha's negligent staff cost time, materials and labor unnecessarily in this repair.Desired Settlement: I think Yamaha should pay for some of the parts in this repair process that took so much longer because of their lack of knowledge of their own product. They could reimburse me for the ECU (~$800) or the wiring harness (~$500). I was looking for one gesture on their part that showed they were sorry their "help" hurt the repair process.

Business

Response:

We sincerely apologize to the consumer for the length of time his Yamaha Road Star Warrior was in the shop for repairs. Yamaha’s tech line worked closely with the dealer’s technicians to methodically narrow down the issues with his bike and repair it, and we can assure him that at no time did Yamaha “give up” on him or his vehicle. We do rely on our dealer network to serve as our eyes and ears in the field, and provide advice and diagnostic assistance based on the information supplied by the dealer.