Production issue / warranty parts issue
Just wondering what peoples experiences of dealing with Kawasaki UK were like as I'm having some issues with them at the moment.
I purchased a new Z1000 R Edition the 29th Sept and picked her up on the 6th Oct all was well bar a squeaking front brake.
When I took her in for her first service on 28th Oct and mentioned the front brake the tech's striped it and found one of the main caliper retention fixings was cross threaded into the fork meaning the left strut would need replacing.
Now I was pissed that my new bike that was three weeks old was now out of action as the tech had determined the fault was dangerous as it had twisted the Brembo caliper.
I went home on a courtesy bike, Wednesday of the following week I got a call from the dealer to tell me that Kawasaki did not have the required part in the country and it would have to come from Japan and the earliest it would get to Kawasaki UK would be the 13th Nov with the part reaching them late that week as an estimate.
So i decided to let rip on Kawasaki UK mainly to ask how a dangerous production fault got off the production line and onto the road.
See my email to Kawasaki on 05/11
I purchased a new Z1000 R edition on the 29th September and took delivery on the 6th October 17 Registration DV67 NCN.
I took the motorcycle for its first service after completing 600 miles on the 28th October 17
The mechanics whilst moving the motorcycle onto the lift noticed the brakes were squeaking, they carried out an inspection to ascertain what the issue with the brakes was.
They found a main calliper retention bolt was cross threaded in the front suspension fork and had caused the calliper to twist and bind on the disc.
Now my first issue is how this obviously dangerous fault went unnoticed on the production line as a cross threaded bolt is easily detectable and the operative would have noticed when fastening up the bolt that it had cross threaded also how did this fault also get past final inspection and quality control in the factory?
Thankfully the dealers technicians noticed the fault and acted on it, if the bolt or the aluminium casting had of failed it would of resulted in a serious accident.
Now I have been told by the dealer that Kawasaki do not have a replacement suspension leg in the country and they are on route from Japan, the earliest Kawasaki will receive parts is the 13th November and the part reaching the dealer late that week.
This means the absolute earliest I can expect to receive my motorcycle back is the 20th November.
I find it unbelievable that Kawasaki do not have warranty parts in the country for a current production vehicle leaving a customer without their brand new vehicle for a minimum of 3 weeks.
3 weeks is a totally unacceptable repair time Kawasaki should be looking to reduce this by any means necessary even air freighting the part in from Japan if necessary.
I look forward to your response.
Manufacturing and Industry
Private Sector (Automotive)
UK & Ireland
5 Days later I received this response
Dear Mr Gardiner,
Thank you for your detailed email raising your concerns.
Firstly, please accept our apologies for any inconvenience caused as a result of the delays experienced.
Unfortunately, we are unable to advise you as to how this tightening error occurred and why it was not reported or corrected prior to the motorcycle leaving the assembly line. We fully appreciate that this issue has been compounded with the fact that the warranty claim has been hindered by the supply of the necessary replacement parts. Our warranty system usually supplies parts from our European warehouse to the dealer network overnight and we can only apologise further for the fact that you are waiting for replacement parts as they are shipped from the factory in Japan.
I have contacted our parts department in Europe and requested that the outstanding item is air freighted and I will advise you of their response.
We appreciate your frustration as the ownership of a new machine should be a joyous occasion and again we offer our apologies for such a situation arising.
Technical & Customer Service Group
Kawasaki Motors UK
1 Dukes Meadow | Millboard Road | Bourne End | SL8 5XF
T +44 (0)1628 856750
So not only do Kawasaki not have any Warranty parts in the UK they don't have any in the whole of Europe for a current production bike.
And to shrug off a dangerous fault like that is totally unacceptable.
I work in the Automotive sector for a German car manufacturer and if a customer had suffered that fault on a car all hell would be too pay for as a fault like that should not reach the customer not only because it inconveniences them but it's a dangerous fault that could have caused a serious accident.
Kawasaki's response worries it me it shows a lack of quality control in the factory, a lack of operative training and even a possible fear of raising issues/mistakes on the production line.