Need Warranty Help

[Ray R]

I purchased a new 2004 Tuono Factory in August of this year. At the time, the carbon-fiber bellypan for the bike was missing. The dealer said it was sent back to Aprilia USA under warranty because it was not clear-coated properly, and they would be getting it back soon. It's been 2 months now, and still no bellypan. I ask the dealer about it weekly, and they tell me that they call Aprilia USA and leave messages, but do not recieve callbacks. Is there anything I can do to speed up this process? I'd take it back as-is and get it fixed myself if I could. Any ideas/help here? I'm really questioning my decision to purchase an Aprilia if this is the type of customer service and factory support I can expect.

[Jet City Racer]

1-877-APRILIA

Please be polite, it will go a long way. The people you speak to there really do care. :)

[Silver-Bolt]

Ray,
It's more the dealer than Ape-USA. Like you I found out the hard way. If you take yours to that dealer for it's first service I suggest you stay and watch. Otherwise you will end up with a $400 oil change like I did. And I still don't have the cowl I was promised. They fed me line after line. When I called myself Ape-USA had no knowledge of my situation.

[Ezduzit99]

I purchased a new 2004 Tuono Factory in August of this year. At the time, the carbon-fiber bellypan for the bike was missing. The dealer said it was sent back to Aprilia USA under warranty because it was not clear-coated properly, and they would be getting it back soon. It's been 2 months now, and still no bellypan. I ask the dealer about it weekly, and they tell me that they call Aprilia USA and leave messages, but do not recieve callbacks. Is there anything I can do to speed up this process? I'd take it back as-is and get it fixed myself if I could. Any ideas/help here? I'm really questioning my decision to purchase an Aprilia if this is the type of customer service and factory support I can expect.


Ray, I hate to be the one to share this with you, but you need to know:

I am still waiting for a carbon seat (not the pillion cover, the whole rear fairing) for my '03 Tuono Racing. That's what we old folk called them in the old days when they first came out. 22 months later and I've learned not to hold my breath. You can blame it on a myriad of things, the least of which is the financial restructuring after the bankruptcy. Piss-poor marketing and enough cash to make the Pope say, damn that was a lot of cash, invested in a MotoGP bike that went nowhere. But it was fast. So yes, it went no where fast. Now AUSA is firing all current employees and hiring all new for the New Jersey office. So any rapport that a dealer had with anyone at corporate is gone.

Now if you're discouraged by any of this, I can't say as I blame you. However, I'm still a tried and true Aprilia fan. I love the bike as it still makes me smile each time I get out of the saddle. Stay strong as things will get better. Believe me, things are looking up for Aprilia. Imagine trying to get answers when they were in the middle of filing for bankruptcy and corporate and the factory were closed. Keep this in mind. The same thing happened to Ducati about 10-15 years ago, and they're doing fine now. Have faith.

[thrillaprilla]

It turns out that the entire upper magement of FEMA has been moonlighting for the Aprilia warranty claims department, your part has been sent to Antarctica, it will be delivered in time for the vintage races. Yes, when your bike is vintage, that is.

[Ray R]

I called APR-US at the number listed above. Believe me, I fully understand it's much easier to get help when you're patient and polite. I spoke with Mike, and he indicated that my bellypan was at the paint shop this week, and so I'd get it at the dealer in about two weeks. That's all I needed to know. Thanks for the help!

[Silver-Bolt]

Cool. I am pleasantly surprised.

[ride200mi]

I am finding that, for the most part, a lot of warranty issues stem back to the dealer not following up on the customers warranty. I have found a excellent dearler (in another far away town) that has helped me greatly in the past.

[Ray R]

Well.....here it is two weeks later, and still no belly pan. I guess I'll call APR-USA again on Monday and see what the latest story is.

[2whlgeezer]

Well.....here it is two weeks later, and still no belly pan. I guess I'll call APR-USA again on Monday and see what the latest story is.
Hate to say it, but welcome to the real world. AUSA staff is trained in the Fred Astaire/Gene Kelly School of Song and Dance. No wonder dealers are falling like flies, they don't want the hassle of being caught between the customer and AUSA.

[GeoR]

I've left 3 phone messages and 3 e-mails with Ducati USA, costumer care and help desk. It's been over a month without a reply.

[ckruzel]

I've left 3 phone messages and 3 e-mails with Ducati USA, costumer care and help desk. It's been over a month without a reply.


maybe they know who you are :)


btw, most of the money for race teams come from sponsor money, ms/sax tobacco probably shelled out most of the cash

[cyclebrain]

I've left 3 phone messages and 3 e-mails with Ducati USA, costumer care and help desk. It's been over a month without a reply.
When my 93 Ducati 900 broke its swingarm weld and I called both the local dealers about the problem that I had read about they both said that they new nothing about it. After pricing a replacement swingarm I sent an e-mail to Ducati requesting info on the type of aluminum used in the swingarm and the heat treat that they used. I was not going to buy a replacement because of the cost so it was in their best interest to supply me with the data. They responded back to me to take my bike to the local dealer to have them inspect the bike to verify that the bike had not been involved in an accident. After that they payed for both parts and labor to replace a part that was like almost 10 years old. Good except for the fact that the dealer adjusted the chain way to tight and cooked it and the sprocket by the time I got home.

[zvez]

I note that valves are supposed to be checked at 600 miles. How many of you guys think your dealer actually did it? Is it even necessary. Ducati doesn't even check valves at 600 anymore do they?

Chris

[GeoR]

They responded back to me to take my bike to the local dealer to have them inspect the bike

They responded to you? I've been waiting for a response since mid Sep.

[Ray R]

I made the phone call today, left a message, and Mike responded within the hour. Same story: It just got out of the paint shop and should be shipped soon, but at least I got a response.

I guess the original issue was lack of clearcoat on the carbon-fiber.

As I am a glutten for punishment, I am seriously considering a Atlantic 500 to add to the stable. Mainly for the wife to ride, but an occasional jaunt for me. MotoInternational has a deal that is just too good to pass up.

Any experience with these? Comments?