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Warranty rant

Discussion in 'Cal 1400 8V' started by Robert Gibson, Apr 20, 2017.

  1. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    Informed my dealer regarding some issues with the bike at the end of February i.e. Condensation inside the speedo, condensation and bugs inside the headlamp and degradation of the lacquer on the fork legs. I was advised by the dealer that it was probably best if I speak direct with MG Spain as of at the end of March no decisions had been made.
    Although not fluent in Spanish I can get by fairly proficiently although it is more difficult with a telephone conversation, however after calling MG Spain and asking to speak to a English speaking representative my call was duly returned from Italy???? I explained the situation to the operator who was very understanding and said he would contact the relevant departments and ask for a resolution ASAP.
    Situation so far, MG has agreed for the dealer to dismantle the speedo and headlamp, clean and reseal (watch this space). The problem with the fork legs is as they put it "down to bad maintenance". Light the blue touch paper.........Another call to Italy via MG Spain. As a former military aircraft propulsion engineer I think I know the difference between bad maintenance and bad manufacturing practices and duly informed the MG representative as to these facts, in addition not quite what I expect from a bike that cost in excess of 22K Euros and is only nine months old. We shall see what unfolds.
    I must state that the dealer has been fairly supportive and in fact were awarded the 2016 dealership by Piaggio for sales and service, although I would imagine their hand are tied by the conditions of the MG warranty department. I think a call to the boss to remind him of this will be in order.
     
    James Chance likes this.
  2. stephenm

    stephenm Cruisin' Guzzisti GT Contributor

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    Some of us thought we had bugs and condensation in our headlights, but found it was an optical illusion. The condensation and insects were outside the glass, at the bottom, between the glass and the black plastic housing. I blasted mine out with my pressure cleaner. You may be lucky.

    Stephen
     
    John L likes this.
  3. MJPTexas

    MJPTexas Cruisin' Guzzisti

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    My dealer cleaned the bugs out of my headlight during my second scheduled service. Haven't seen em since. As for the condensation inside the speedo, I had that happen off & on for the 3 years I've owned the bike. Doesn't seem to affect anything so I've ignored it.
     
  4. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    Unfortunately with my speedo the condensation was that bad it has left visible streaks on the glass. The latest from the dealer is that they are going to take the speedo apart and clean the inside of the glass, can't wait to see how they are going to achieve that.
     
  5. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    The story so far:

    Partial copy of the email sent to Piaggio customer services:

    I have since been informed that Moto Guzzi Spain does NOT regard the degradation of the lacquer on the forks as a warranty fault and have stated that it is down to 'bad maintenance'. For me this is TOTALLY unacceptable as the motorcycle is nine months old, garaged, and has only covered 6000kms. As a former aircraft propulsion engineer I know the difference between 'bad maintenance' and sub standard finishing, and for Moto Guzzi Spain to state this is ignorance, a lack of technical understanding and avoidance of the problem. I have owned various marques of motorcycles for more than 40 years and have always found other manufacturers to have belief in the quality and standards of their product. They have always addressed any issues head on in the first instance, ensuring customer satisfaction and confidence in the brand while upholding their reputation. For Moto Guzzi Spain to take this stance shows a very poor reflection of their regard to customer service, particularly in relation to your flagship motorcycle.

    I hope this situation can be addressed at the highest level and concluded to the satisfaction of all concerned.

    Response

    For what regards the headlamp, Casa Capo has already contacted the Spare Parts Department at Madrid, our Customer Service will send them a reminder for arranging it as a matter of urgency.

    For what regards the erosion of lacquer Moto Guzzi technicians have requested to perform a protocol before making any decision. Please be advised that the considerations on erosion are a very complex matter which requires long analyze of good maintenance proof.

    I delivered the bike to the dealer on Monday which for me involves a 2 hour ferry crossing and one hour road trip followed by a return flight home, for the above mentioned issues to be addressed.

    Collected the bike today (Friday) another flight etc,

    Headlamp issue sorted
    Speedo, could not be taken apart, (what a shock) and will be replaced under warranty.
    Fork legs, attempted to machine polish but could not remove marks or restore finish to the lacquer, (again what a shock), bottom line, lowers to be replaced under warranty.

    Has the aggravation been worth it?

    IMHO YES.
     
    roadscum, GTM®, John L and 1 other person like this.
  6. Touringman

    Touringman Cruisin' Guzzisti

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    Well Done! While not exactly catching more bees with honey than vinegar; A well written, terse but polite, letter solves the problem. Far better than questioning their parentage and insulting them...which might have gotten you a photocopied middle finger!
    Kirk
     
  7. LuftWolf

    LuftWolf Tuned and Synch'ed

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    Good luck with the headlamp problem. I had a replacement under warranty and the problem returned on the new unit within a short period of time. It is a design flaw, pure & simple but MG is not going to acknowledge it.
     
  8. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    Update, new headlamp unit, left and right fork leg lowers at dealers waiting for me to take the bike so they can be replaced under warranty.
    I have also taken the opportunity to buy the Matris fork spring and spacer kit, which hopefully I can get the dealer to fit when they dismantle the forks to replace the lowers.
    (Apologies Todd although your price for the kit is more than competitive, the shipping and more importantly import duties is a crippler).
     
  9. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    Any photoshop gurus out there. I am going to ask the dealer if they will allow me to take the fork lowers prior to replacement so I can either strip the lacquer and polish or have them powder coated black.
    I would appreciate it if anyone could post a photo with the lowers blacked out.
    Thanks
     
  10. LuftWolf

    LuftWolf Tuned and Synch'ed

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    Perhaps something like this?



    Guzzi Black Fork Leg.jpg
     
    NorthernProducer and John L like this.
  11. Robert Gibson

    Robert Gibson High Miler GT Contributor

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    Excellent, thanks.
     
  12. Touringman

    Touringman Cruisin' Guzzisti

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    Now there is an idea whose time has come...looks outstanding. May be visiting the powder coater next time I change the fork oil...
     

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