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Old 04-25-2013, 01:09 PM   #1
Two Moto Kiwis OP
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Question Manufacturer Problem With No Replies??

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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Old 04-25-2013, 01:17 PM   #2
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Did you call them? Maybe their email spam filters are a wee bit aggressive.
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Old 04-25-2013, 03:11 PM   #3
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Quote:
Originally Posted by ginslung View Post
Did you call them? Maybe their email spam filters are a wee bit aggressive.
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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Old 04-25-2013, 03:13 PM   #4
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Quote:
Originally Posted by Two Moto Kiwis View Post
What should one do in these situations?
Not buy from them again.

Quote:
Originally Posted by Two Moto Kiwis View Post
Didn't call as email should be as reliable or more.
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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Old 04-25-2013, 03:13 PM   #5
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Quote:
Originally Posted by crazybrit View Post
Not buy from them again.
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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Old 04-25-2013, 03:18 PM   #6
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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.
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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Old 04-25-2013, 03:23 PM   #7
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Quote:
Originally Posted by Two Moto Kiwis View Post
Only want to know the likely cause of failure thats all but seems a big ask.
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.
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Old 04-25-2013, 03:29 PM   #8
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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.
Buying wasn't / isn't the issue it is the shitty follow up / being ignored that is.
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Old 04-25-2013, 08:09 PM   #9
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what broke?
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Old 04-25-2013, 08:14 PM   #10
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being ignored that is.
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Old 04-26-2013, 06:53 AM   #11
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Quote:
Originally Posted by crazybrit View Post
Constructive?

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???
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Old 04-26-2013, 02:24 PM   #12
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Quote:
Originally Posted by Motorfiets View Post
what broke?
700 mile old Water Pump

Quote:
Originally Posted by Pete640 View Post
Constructive?

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???
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.



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Old 04-26-2013, 02:43 PM   #13
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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.
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Old 04-26-2013, 02:59 PM   #14
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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%20Gara..._overhaul.html

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Old 04-26-2013, 03:17 PM   #15
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Out testing new designs?

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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