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Old Nov 11th 2013, 10:41 PM   #1
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Help needed!

Hey guys,

my name is steve and I am new to the forum and a first time Ducati owner. I purchased my 2013 1199 ABS in August from Ducati Melbourne. After 500 or so kms after taking delivery, i noticed the front right fork leaking. I contacted the service department to give them the heads up and they requested me to bring the bike in so they can replace the seal.

Due to work and the luck of weather in melbourne, I ended up not being able to make it until the 1000kms.

I notified the service boys again about the seal and they said they would sort it out. Later on, the service guy came up to me asking if I have removed the forks. I told him that i didnt and asked why, he was telling me that the forks has signs that they have been tampered with.

I am not mechanically minded in anything to do with cars or bikes so I was shocked to hear questions like that being asked.

He later showed showed me the marks around the top half of the fork where it goes thru the triple trees, how the right fork sits lower then the left and also showed me that the top adjusters where not where they should be.

Once the service was done, he told me that they will try to make a warranty claim to replace the forks.

After 3 weeks, i called them to touch base about whats going to happen and they said that warranty denied the claim because they have been played with.

This is my first ever brand new bike, and I have saved up to own this bike, and I cant believe the lack of customer service that the service bloke helped me with. Im not after a new set of forks, Id just love the issue rectified.

The question that I need help with is how can I prove that the I didnt touch the forks? Because this issue has made me not ride the bike and makes me want to sell it.

What do I do?


Thanks in advance, Steve
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Old Nov 11th 2013, 10:54 PM   #2
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Originally Posted by jmtservices View Post
Hey guys,

my name is steve and I am new to the forum and a first time Ducati owner. I purchased my 2013 1199 ABS in August from Ducati Melbourne. After 500 or so kms after taking delivery, i noticed the front right fork leaking. I contacted the service department to give them the heads up and they requested me to bring the bike in so they can replace the seal.

Due to work and the luck of weather in melbourne, I ended up not being able to make it until the 1000kms.

I notified the service boys again about the seal and they said they would sort it out. Later on, the service guy came up to me asking if I have removed the forks. I told him that i didnt and asked why, he was telling me that the forks has signs that they have been tampered with.

I am not mechanically minded in anything to do with cars or bikes so I was shocked to hear questions like that being asked.

He later showed showed me the marks around the top half of the fork where it goes thru the triple trees, how the right fork sits lower then the left and also showed me that the top adjusters where not where they should be.

Once the service was done, he told me that they will try to make a warranty claim to replace the forks.

After 3 weeks, i called them to touch base about whats going to happen and they said that warranty denied the claim because they have been played with.

This is my first ever brand new bike, and I have saved up to own this bike, and I cant believe the lack of customer service that the service bloke helped me with. Im not after a new set of forks, Id just love the issue rectified.

The question that I need help with is how can I prove that the I didnt touch the forks? Because this issue has made me not ride the bike and makes me want to sell it.

What do I do?


Thanks in advance, Steve
You don't .
Get them to prove that removing a fork from it's triple clamps is going to make a fork leg leak .
You don't need to prove shit they need to prove that you did . Which they can't .
Get them to prove that any marks were not there when they delivered the bike .
I can't stand this shop and your not the first to have issues with them .
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Old Nov 11th 2013, 10:59 PM   #3
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If all else fails go see the guys at Motologic get a second opinion
These guys used to work there and are all too familiar with the failure of a service department have at Ducati Melbourne .
These guys will help and can do all your servicing and warranty work as well .
Good luck .
HOME
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Old Nov 12th 2013, 12:08 AM   #4
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Thanks Wilkson for the quick response. I could not believe the attitude that the guy was giving me and pretty much accusing me of pulling the bike apart and the problem was my fault.
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Old Nov 12th 2013, 12:10 AM   #5
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Where is the bike?
Did they indicate it was pulled apart by them?

Delivered bikes have all the bolts (most) marked. Surely that would provide some evidence it was / was not tampered with. You'd expect the dealer to have taken pictures of that.

I'd be asking for specific identifiers to indicate tampering and how that was related to Ducati in the claim process.

Other then a second opinion from moto, I'd be asking for input from the sales guys and indicate your seeing a solicitor.
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Old Nov 12th 2013, 12:23 AM   #6
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Check out accc.gov.au.
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Old Nov 12th 2013, 12:44 AM   #7
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The bike is in my garage and has been unridden for the last 2 weeks as I do not want to ride it with this problem. No they did not indicate that it was pulled apart by them. I do not know what evidence they provided to the warranty administrator.

Another thing that made me laugh, was when i told the service guy that im going to take it further, he said 'thats fine, but we are doing whats best for our store'

Clearly he was just making himself sound like an idiot, no store wants to have any problems taken further. Period.
These are the things that they showed me to say that it has been tampered with by me.
The light marks on the forks, that would have been done by 'removing and replacing the fork'

The red indicators are different

The height between this fork

And this one.


Plus, they also said that they opened the fork and supposedly there is a marker inside that wasnt lined up properly.

I still cant believe how I should have to play with a 30k bike that is brand new and under warranty. If there was anything that i was not happy with, I would have brought the bike back, not waste my time doing it myself.
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Old Nov 12th 2013, 12:57 AM   #8
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So does the fork need to be replaced or can it be "repaired"?
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Old Nov 12th 2013, 01:03 AM   #9
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I dont think it should have to be replaced, I only came to the conclusion that the fork is leaking because the forks are not even and once fork will be getting more impact then the other, but they said that they want to replace it.
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Old Nov 12th 2013, 01:06 AM   #10
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Then there is every chance by law they may have to offer up the replacement or at least a repair..
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