Manufacturer Problem With No Replies??

Discussion in 'Crazy-Awesome almost Dakar racers (950/990cc)' started by Two Moto Kiwis, Apr 25, 2013.

  1. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    We have had an issue with a component failure and contacted the manufacturer and even sent in the faulty component in and asked if they know why it would have failed.

    They replied and said they needed more info.

    After the initial contact my next email I sent was saying we have all the info they need so happy to supply it.

    My next and second email asking for reply?

    Third email asking for a reply or update?

    Fourth email asked for any chance of a reply, info or update?

    These emails are over a couple of months so not like we are jamming their inbox within hours or even days.

    It seems they are all over you when you ask questions when a potential sale is being made and couldn’t give a shit post sale.

    I find it really annoying as I have recommended their product to my other KTM biker buddies and now feel let down, I will add we are not asking for anything other than an answer.

    Civil and polite emails with no return?? What should one do in these situations?
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  2. ginslung

    ginslung It'll take.

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    Did you call them? Maybe their email spam filters are a wee bit aggressive.
    #2
  3. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    They have already email replied so they have them, no worries there.

    Didn't call as email should be as reliable or more.
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  4. crazybrit

    crazybrit Long timer

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    Not buy from them again.

    Well apparently it's not achieving the result you desire. I'm not entirely sure what advice you are expecting to get from this post? You could have called them in the time you've spent posting/replying to this thread.
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  5. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    Yes that is becoming very much it but at least they could reply as it is highly likely there are others on fello inmate ADVer's bikes.
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  6. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    Little difficult when on the road, also knowing they have the email adds to it.

    There was actually two phone calls early in the piece then emails subsequently so it is no surprise to them but no more calls since then from being on the road.

    Only want to know the likely cause of failure thats all but seems a big ask.
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  7. crazybrit

    crazybrit Long timer

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    Many possible reasons why someone isn't responding. Without more info "It seems they are all over you when you ask questions when a potential sale is being made and couldn’t give a shit post sale" seems a little speculative. If you want a definitive answer, you know what you need to do.
    #7
  8. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    Buying wasn't / isn't the issue it is the shitty follow up / being ignored that is.
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  9. Motorfiets

    Motorfiets Long timer

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    what broke? :ear
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  10. crazybrit

    crazybrit Long timer

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    :cry
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  11. Pete640

    Pete640 Long timer

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    Constructive? :bore

    Its poor customer service pure and simple, but remember there are a truck load of e traders who provide great service pre and post sale, only a few that abuse the luxury of distance.
    If theyre that bad name them and the part that failed. Guaranteed way of getting a response. Are they a reseller or manufacturer???
    #11
  12. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    700 mile old Water Pump

    To be honest I didn't want to call them out for backlash but you know what it cost us money for replacements as did their other components so to be honest there is no love here and if this is how their products work and this is their backup quite frankly I won't recommend them to my buddies or to any other KTMers and I certainly won't be going back unless it changes.

    So this is the part in question a waterpump with +/- 700 miles, that comes with a "CJD offers a 3 year/36,000 mile warranty" (to the first purchaser hence we are not asking for anything except answers)

    Being an engineering type my question was simply what could have caused the failure and that was it but apparently we are not allowed to talk about failures from the CJ camp?

    So to you engineering types or inmates who want to know how many more of these are in our bikes maybe the question is valid in your minds too.

    Sorry CJ but backing out, sticking your head in the sand and just ignoring me doesn't leave me any choices and does not cut it.

    [​IMG]

    [​IMG]
    #12
  13. CRW

    CRW I dont want a pickle

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    All of my experiences with CJ has been stellar.
    Always emailed or called me back within 24hrs.
    Did you contact him directly or via dual sport warehouse?

    Side note...
    Looks like that shaft got extremely hot. Just look at the tempering colors.
    I recall mine being a uniform color upon installation. even the old one for the most part.
    #13
  14. tacosupreme

    tacosupreme Been here awhile

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    Galling is adhesive wear. Galling is caused by macroscopic transfer of material between metallic surfaces, during transverse motion (sliding). Galling occurs frequently whenever metal surfaces are in contact, sliding against each other, especially with poor lubrication. Galling often occurs in high load, low speed applications, but also occurs in high-speed applications with very little load. Galling is a common problem in bearings and pistons in engines, and many other industrial operations. Galling is distinctive from gouging or scratching in that galling involves the visible transfer of material as it is adhesively pulled from one surface, leaving it stuck to the other in the form of a raised lump. Unlike other forms of wear, galling is usually not a gradual process, but occurs quickly and spreads rapidly as the raised lumps induce more galling.


    The question is what caused the friction? Casting residue? Sand? Are there any nasties in the overflow tank? Galling lumps from the old shaft still stuck to the case?

    http://ktm950.info/how/Orange%20Garage/Cooling%20System/waterpump/flush/cpmodem_wp/waterpump_overhaul.html
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  15. DesertSurfer

    DesertSurfer Tail sprayin

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    Last I talked to CJ, he had quite an ambitious European Adventure ride happening. So if he isn't responding, he's not avoiding any responsibilities to customers. He's simply doing more of his R&D.

    But I'm not quite sure what your situation is and what you expect out of him at this point.

    Did you buy the shaft new? Did you damage the shaft overheating it and you want it replaced as a second owner.

    Here is a helpful hint... You must always put yourself in the seat of the parts maker when figuring out what is owed you. How far would you go as a manufacturer to help out someone and still have your 1st hand customers best interest at hand?

    As Crazybrit recommended way early on... Deal with it face to face... phone to phone in this instance.

    If you have any fears about CJ being hostile or unsympathetic that's an incorrect assumption. He's a very sympathetic and compassionate small parts manufacturer.

    But keep in mind he, like all small parts makers, are
    1. Not mind readers.
    2. Not charity workers.
    3. Extremely and ambitiously busy.
    4. Very self conscious about their reputations.
    5. Already have limited time and resources for making their businesses profitable.

    For those individuals lucky enough to travel the world by motorcycle I envy you. However, it may not be up to so many others, including the responsibility of small parts manufacturers to help facilitate your lifestyle.

    Just trying to offer you a fresh perspective.
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  16. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    I aspire to the service you had, all contact although minimal was direct.

    Interesting your take on the shaft, I have not seen another so cannot compare, this is starting to go where I want at least to find answers.
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  17. Two Moto Kiwis

    Two Moto Kiwis Homeless Somewhere

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    This stands to reason and I will have more of a study of this.
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  18. DesertSurfer

    DesertSurfer Tail sprayin

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    That would be to call face to face and not rely on emailing!

    I imagine it's kinda difficult to immediately get back to a customer if you are in the middle of higher Bavaria with no Internet connection when you've got a vague email asking why a water pump is scorned, failed or what have you?

    I did not infer being out of reach was an excuse, merely a bi product of a current temporary condition. But broken ( as you described in your original unaltered post)? Maybe not a great situation for the OP. but what seems to be broken is communication between what the OP expects and what's within the responsibility of the parts maker... which is???
    #18
  19. crazybrit

    crazybrit Long timer

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    Agreed!

    Like I said, the OP hasn't really specified who he spoke to, so I'm going to defer judgement.

    That said, *if* I contacted a company and heard back from someone who was presently or would soon be "in the middle of higher Bavaria" and wasn't going to be responsive for "(These emails are over) a couple of months" I'd expect them to tell me this so my expectations were appropriately set, or better, assign the issue to someone who was available.

    Who knows what happened but there isn't some special dispensation for businesses run by inmates.
    #19
  20. crazybrit

    crazybrit Long timer

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    Where has this been said? The comments to your original post were because it was rather pointless. No details on product in question, no details on company. Just a complaint that you were being ignored.

    A better timeline in the first post would help. It sounds like they asked for more info and you supplied it. I get the impression you got one more e-mail confirming receipt of the info but no replies to your subsequent followups. I've no idea what has happened, maybe the subsequent e-mails were not received. Phone really is the best way to resolve this.

    You can talk about failures of a product, CJ or otherwise. That said I think it would have been better if you'd just posted the failure pics from the start and said "hey guys what do you think of this" and left the whole "I'm being ignored" bit until the thread had developed a bit.
    #20