Suzuki Customer Services - My advice: Don't buy brand new!

As you may or may not have read, I have a brand new GSX-R600 that I got no more than 4 weeks ago. Within 2 weeks it developed a F1 problem and went into the dealers. Turns out it has a faulty something in the throttlebodies so the whole set of throttlebodies needs to be replaced.

No problem you would think, its a brand new bike under warrenty. HA!!! Apparently the part isn't available until 16 October at the earliest!!!

So I rang Suzuki and got through to the customer services. Well, what a ******!! He basically blamed the dealers saying that its up the dealers to 'hurry things along' and when I pointed out that that was not actually correct as they are waiting for the part from Suzuki and basically the guy just talked complete crap and waffled on saying nothing helpful at all.

NO apology was made even though Suzuki are clearly at fault, NOR are they prepared to be helpful in anyway. No replacement bike, no replacement part and and an absolute refusal to do anything at all. All he said is that he would call the dealers to get the dealers to call Suzuki GB (basically the same company that he is working in!). He also refused to put me through to the Manager.

As far as Suzuki are concerned its none of their problem. Its not their problem that they have provided a faulty product, nor is it their problem that they can't get a replacement part and apparently its certainly not their problem that nothing can be done.

Grrrrrrrr! I bought the bike for commuting. I haven't been able to use it in 2 weeks and now I have at least another 6 weeks to wait!

My advice to anyone thinking of buying a brand new suzuki is don't do it because if anything goes wrong, you are up the creek without a paddle!!!

[Viney]

Choose your dealer wisely is all i can say. I would tell the dealer you want your money back under statutory rights your are entilted to as the product is not fit for the purpose intended etc etc. Watch them get the parts then. failing that, take it to Premier in West Wickham.

Another member on here, who shall remain nameless also has FI problems, and its the wassit on the throttle boddies thats burnt out. He brought the bike form another dealer, and they didnt want to know as the bike was out of warranty(an 04) and 'wasnt thier problem' blaming Premiers as they serviced it. Long n short of it was, that premier have sorted it through suzuki as a good will gesture, as it looks like its a design fault on this whassit(Sorry i really cant remember the name of it, its an accuator or summint)

Maybe your bike is suffering the same fault, and maybe, there may be a claim for a recall?? 2 bike ismilar problems.

Originally Posted by Kate

He also refused to put me through to the Manager.

I reckon that's grounds right there for a more official complaint. In writing.

Include in the letter that you'll be contacting bike forums all over the t'inter-web to ask their opinion (but not share your story with them) about Suzuki GB warranties. If this comes back negative, you'll happily GIVE your story (not sell it) to any newspaper who cares.

Personally, I'd write the complaint to Suzuki in an email, send it to their Customer Services department, and CC it to all the PR contacts you can find. Should hammer the message home a little.

Of course, if they genuinely don't have the part for manufacturing reasons, then yes, their system sucks monkeys whatsits, but that's a fact of life.

I'd say it was up to the dealer to arrange a curtosey bike, which should be underwritten/insured by Suzuki.

I'm pretty sure the dealer in this case is being up front (known quantity), the problem is that because its a problem 'that has never occurred before on a Suzuki' there are no parts in this country. Nor are there any in Japan either, apparently there are a handful on a ship in the sea somewhere but that isn't due to dock until sometime in October so I either have to wait for that or until they manufacture some more.

I believe the faulty bit is a secondary valve something something actuator in a throttlebody.

I really want my bike fixed rather than start a massive process of getting my money back and trying to find another one in the same colours so I'm going to have a think and decide what to do.

What really really gets me is the attitude of the guy I spoke to at Suzuki. He refused to put me through to the manager and also refused to even give me his name. I rang back, got through to someone else and managed to get the manager's name and intend to speak to the manager tomorrow and see if he can help me.

As far as I'm concerned, the fault is with Suzuki. They have provided a faulty product and aren't prepared to do anything about it, not even offer an apology.

Originally Posted by Kate

What really really gets me is the attitude of the guy I spoke to at Suzuki. He refused to put me through to the manager and also refused to even give me his name. I rang back, got through to someone else and managed to get the manager's name and intend to speak to the manager tomorrow and see if he can help me.

Remember to note down the time that you called them today (?). If you gave them a registration number/policy number etc to make enquiries the call centre guy SHOULD of made a note on your records. If he has, the manager has his username for the system.

Though the manager probably wont reveal this to you.

My advice: pop along to maplin and explain that you want to record outgoing phone calls. Spend approx £20. When you call them, make sure you explain that you're recording the phone conversation as otherwise, it's illegal to do so. Top tip here is to record the call from the start, have the argument with them, THEN ask them to summarise the phone call back to you, and include the fact that you're recording the call. Don't specify when you started recording, just that you are recording it. This way, you've told them, and even if they merely hang up, you can use the information in the call should you need to.

[fizzwheel]

Kate, can you not suggest to the dealer that if they another bike the same in stock that they take the bits of that bike to fix yours and then they can deal with Suzuki to get their stock bike fixed.

Surely its in their interests to keep you as a satisfied customer. Might be worth a try ?

Bummer.

You're welcome to borrow the SV!

Originally Posted by fizzwheel

Kate, can you not suggest to the dealer that if they another bike the same in stock that they take the bits of that bike to fix yours and then they can deal with Suzuki to get their stock bike fixed.

Surely its in their interests to keep you as a satisfied customer. Might be worth a try ?

They might do that, but oh, the labour charges to strip 2 FI systems down (labour chargable to suzuki GB for all warranty disputes apparently)

Originally Posted by fizzwheel

Kate, can you not suggest to the dealer that if they another bike the same in stock that they take the bits of that bike to fix yours and then they can deal with Suzuki to get their stock bike fixed.

Already asked and they don't have any in stock. I also asked Suzuki about this, or about returning the bike and replacing it with a new one. I was told this is not an option.

Originally Posted by thor

Bummer.

You're welcome to borrow the SV!

LOL, would have to lower it a lot first!

Hopefully Joe should get the cadbury machine back on the road soon and I'll probably end up on that.