Refused Service on my Ducati at a Ducati Dealership - Ducati.ms

hawc · May 8th, 2006, 12:20 pm

So I have a Ducati that is ready for its 1,000km service check.

I bought my Ducati in Toronto at Rev Cycle which is an excellent place, but there's another Ducati dealership out of town that will do the first service for about half the cost of Rev. About $180CDN vs. $380CDN.

I figure Rev Cycle is probably a bit more expensive because it's in downtown Toronto, which is fair, but I'll save some money and make the trip out of town.

So I book an appointment a few days ago and ride out of the city (about 100km roundtrip) for the service. The bike gets taken in for service but after 2 hours when it's supposed to be done, nothing has been done to it. Instead I'm told "Sorry we're so busy we're just starting on your bike now, it's going to be another 2 hours if you can just hang out."

I couldn't so I end up having to take the bike back and reschedule for today.

I go back there today and am booking my bike in for service when this guy comes up to me and says, "Were did you buy the bike?"

I say, "Rev Cycle in Toronto"

He says, "If you didn't buy it here we won't do your first service here."

I'm like, you gotta be joking.

He goes, "No I'm not joking, I'm the owner of this place and the first service has to be done at the place you bought the bike."

I say, "Well why didn't your service manager tell me that, now I've come all the way out here twice and you can't make an exception?"

He says, "Nope, it's important that your first service be done where you bought the bike because they're the one's most familiar with it. After that you can bring it here for service."

Now the first service is a paid service so I don't understand why they don't want the money, but at this point I'm kinda pissed off so I leave.

I'm not naming the place because I'm not out to 'cause a fight, but it's just super annyoing. Plus I'm really confused why that's their policy.

I definitely won't use them ever again, but I'm wondering if I should write Ducati.

From now on I'm using my home dealership Rev Cycle for all my service even if they cost a bit more. It'll be more than worth it, if only to avoid the aggrivation.

Sorry, just need to vent.

RocketJohn · May 8th, 2006, 12:23 pm

To quote Ducati's own website:

'WARRANTY
Ducati Motor Holding S.p.A. guarantees all new motorcycles, standardized for road use, for a period of twenty-four (24) months, without mileage limit. Motorcycles used for any type of competition and/or for renting are not covered by the warranty. Components subject to wear, such as tires, clutch discs, brake pads, distribution belts and cables are also not covered by the warranty. Warranty coverage begins from registration.

In order to ensure warranty validity, Customer should also make the three obligatory maintenance checks at 1000 km (or six months), 10000 km (or 12 months) and 20000 km (or 24 months), at any official Dealer. Warranty will be not honoured for motorcycles repaired by unofficial Dealer networks, for improper use, for bikes with non-genuine parts, for damages incurred from accidents, overloads, negligent use, or improper maintenance. Further details are detailed in the Warranty/pre-delivery booklet, attached to every new motorcycle. "

hawc · May 8th, 2006, 12:26 pm

So he should have given me service then.

That's it, I'm writing to Ducati to let them know about this place.

I mean I certainly don't want to force a place like that to give me service if that's their attitude, but they need to be held accountable.

RocketJohn · May 8th, 2006, 12:27 pm

Write them...

it is supposed to be a Dealer NETWORK...

**mbohn** · May 8th, 2006, 12:33 pm

Quote:

Originally Posted by RocketJohn

To quote Ducati's own website:

'WARRANTY
Ducati Motor Holding S.p.A. guarantees all new motorcycles, standardized for road use, for a period of twenty-four (24) months, without mileage limit. Motorcycles used for any type of competition and/or for renting are not covered by the warranty. Components subject to wear, such as tires, clutch discs, brake pads, distribution belts and cables are also not covered by the warranty. Warranty coverage begins from registration.

In order to ensure warranty validity, Customer should also make the three obligatory maintenance checks at 1000 km (or six months), 10000 km (or 12 months) and 20000 km (or 24 months), at any official Dealer. Warranty will be not honoured for motorcycles repaired by unofficial Dealer networks, for improper use, for bikes with non-genuine parts, for damages incurred from accidents, overloads, negligent use, or improper maintenance. Further details are detailed in the Warranty/pre-delivery booklet, attached to every new motorcycle. "

That seems to be inconsistent with the Magnussen-Moss law:
https://www-auth.cs.wisc.edu/lists/v...msg01632.shtml

migz123 · May 8th, 2006, 12:35 pm

I never heard of such a thing ... I guess your next move is the right one, to let Ducati NA know about it, if only to make sure that dealer stays on his toes about what it means to own a dealership, plus hassle them a bit for the hassle they gave you... we don't pay DOUBLE for these bikes for nothin'

hank · May 8th, 2006, 12:44 pm

Yet another vote that you should write DNA about this!

The attitude of that dealer is total BS and they should be reprimanded for this piss-poor quality of service... the claim that the selling dealer is 'most familiar with the bike' is a joke, at 600 miles what's so specific to know about the bike? Pure BS - you may want to reconsider EVER taking your bike to that dealer and let everyone you meet know what kind of business they run...

SpiderSense · May 8th, 2006, 12:48 pm

i'm taking my bike in this week for its first service. i'm definitely taking it back to the dealer i bought it from. it kinda makes sense that the dealer who set up the bike do the first service since its mainly to check up on the bike. kinda like a followup service at the doctors. no?

but of course, my dealer is only 4 hours away. if i bought it farther away, i wouldn't ship it for the first service.. any dealer should be able to handle it, probably just "recommended" to have the same dealer do the first one. kinda like that story about the dealer forgetting to add coolant upon delivery. if there's a mistake like that, i'd like the same dealer to catch it (assuming a completely different person did the original setup)

and he definitely shouldn't turn you away if you have an appointment or two!

hawc · May 8th, 2006, 12:58 pm

Well it's nice to know, I'm not crazy. I was riding back into the city thinking, that was nuts. I can't believe I just got refused service.

Anyone have the address or contact for Ducati NA off hand, or is easy to find on their site. I haven't looked yet.

MikeM · May 8th, 2006, 1:03 pm

Quote:

Originally Posted by hawc

He says, "Nope, it's important that your first service be done where you bought the bike because they're the one's most familiar with it. After that you can bring it here for service."

Priceless quote. Uhhh... you might want to ask him what is Shop #1 is "familiar with" that his shop wouldn't be! The bikes are all the same and a brand-new bike is either ready to go out the door or it's not. The items covered on the first service are the same no matter who does it. End of story.

Wait, wait, don't tell me... Dealer #2 is some UJM dealer who just has Ducatis in the store to help attract customers who end up buying the cheap stuff.