Ducati Customer Service Nightmare

mark419ny · Sep 12, 2014

LArider said:
It is frustrating to have such a poor client service experience when the bike delivers so much. See my posts on the DNA buy back a/c clutch and they were terrible to deal with over the phone, writing, etc. I did buy another Pani and another Sport 1000, so love the brand and hope that Audi/VW will help them get better resources so riders don't have to continue having negative experiences with a great brand.

esmirna8261980 said:
sooooooooo.
you got 3 simple warranty work, it took the dealer like 2 moths to fix it just because I bet you they need to wait for parts, You are getting you money back AND YOU PISS BECAUSE IS TAKING TOO LONG??????????WTF??? ARE YOU SERIUS????????

I'm on my 4 dash I swap fork just because I give up changing fork that was $2000, I'm replacing lower faring like they go out style.

Trevor LD said:
Ducati has to be watching these posts. I had a problem last year and the day i posted my complaint to the public.... Ducati called and resolved my issue. I started this thread last night and BEHOLD!!! Im dropping this lemon off tomorrow for a full refund! Im selling a DP gas cap and Carbon fiber front and rear mud guards if anyones interested

Time to see what an HP4 has to offer.....

farmind said:
I see you have joined my .... dealer club, Ducati customer (lack of) service back up, it is like dealing with infants!
PM sent with some ideas for you.

kwack said:
It wont be long before I wave goodbye to Ducati if the Panigale carries on like this.

A very very big shame as I waited so long to be in a position to buy this premium bike

ive been saying this stuff since 2012 and i get blasted for it. so i guess im not the only one but now some of you are speaking up i like to see it.

to the guy that said hp4. go buy the bike its amazing. i havnt taken the cover of the 1199 since i got the hp4 and dont see myself going back. of the 3 bikes i have hp4, ninja zx6r, 1199. the 1199 is my least favorite. yes i like the ninja better

Buliwyf · Sep 12, 2014

mark419ny said:
arent ducatis fault? are you remotely serious with that? the bike is sold under the name ducati. that means the end product is ducati they are responsible. get better companies then and dont try to skirt with cheap parts.

if the dash is made by xyz you dont go to xyz to get it fixed you go to ducati.

DUCATI is responsible and it is their fault.

I agree. But you have to give them a break, just a little, and understand that they're basicy F'd until their vendors get their stuff together. Ducati spec'd a good fork, can't really blame them that Marzzochi dropped the ball (again). I'd just gut swap the forks to Bitubo anyways. Anyone with the slightest Google-foo should have know that the base model needs a fork gut swap and a replacement rear shock ASAP.

Blaming AT&T because your I- Phone won't save pics etc. etc. Ducati surely has to share the blame, but the vendors and owners have their share as well, sadly.

I have to deal with this all the time. My work is only as good as the parts I get, sometimes I have to deal with an entire batch of bad parts. Then I have to wait for a good batch like everyone else. It stinks, but the best way to handle it is to go after the problem, not whine about the manufacturer. Sometimes there is no easy fix.

Buliwyf · Sep 12, 2014

Trevor LD said:
Time to see what an HP4 has to offer.....

A blown transmission that Mr. Roach will not cover under warranty.
My BMW Warranty Sucks forS1000RR Thread - Page 4 - ADVrider

Might want to try a Jap bike. Suzuki seems to be extremely reliable right now.

Honda-valvetrain issues, crank, primary drive,stator. But good at extending their warranties to help good customers out.
Kawa- weak bearings and bottom end
Suzuki- transmissions
Yamaha- I hate Yamaha and their elitest attitude. (coming from a Ducati snob, that's bad)
Aprilla- little or no factory support, you're on your own with them

You can google any bike out there and find serious warranty issues. Nature of the net and all that......

mark419ny · Sep 12, 2014

Buliwyf said:
A blown transmission that Mr. Roach will not cover under warranty.
My BMW Warranty Sucks forS1000RR Thread - Page 4 - ADVrider

Might want to try a Jap bike. Suzuki seems to be extremely reliable right now.

Honda-valvetrain issues, crank, primary drive,stator. But good at extending their warranties to help good customers out.
Kawa- weak bearings and bottom end
Suzuki- transmissions
Yamaha- I hate Yamaha and their elitest attitude. (coming from a Ducati snob, that's bad)
Aprilla- little or no factory support, you're on your own with them

You can google any bike out there and find serious warranty issues. Nature of the net and all that......

typical ducati defender. the thing is its not google you dont have to look for ducati problems they are well known and ongoing. stop drinking the cool aide ducati dont care about you why do you care so much about them?

Buliwyf · Sep 12, 2014

I don't. I'm not on their side, or have any brand loyalty at all. But you have to be reasonable.

It's just that warranty work is my #1 customer. So I know the other side to this argument well. And whining about stuff out of the control of the manufacturer, is a waste of time. You have to give them a fair chance to make it right.

For example: If all I have is bad gauge panels and forks, that's all I can install until the good batch arrives.

And it sounds like the OP is getting a full refund. It does indeed take many months to get such a thing from any of the 3 companies I deal with. People tell me that the brand I'm slinging is CRAP because of a little part form an outside vendor keeps blowing up. When it's actually a very, very good product overall. I'm on the hook until I can get my hand on the next batch of parts.

Yes, Ducati is still on the hook and needs to make this right, but to say that Ducati, overall, is crap because of this, is a bit of a stretch.

My advice is to keep a professional attitude with them, so that your just an honest customer, and not some raving momo. Make sure you're at the best dealer/distributer available, and take it up the ladder if you have to. But warranty work is slow and complex sometimes, freaking out is only going to make matters worse. If my customer is constantly trying to screw me over, I'm not the manufacturer, then it gets harder and harder to help them. Try to stay constructive and professional.

CaliDuc · Sep 12, 2014

Buliwyf said:
I don't. I'm not on their side, or have any brand loyalty at all. But you have to be reasonable.

It's just that warranty work is my #1 customer. So I know the other side to this argument well. And whining about stuff out of the control of the manufacturer, is a waste of time. You have to give them a fair chance to make it right.

For example: If all I have is bad gauge panels and forks, that's all I can install until the good batch arrives.

And it sounds like the OP is getting a full refund. It does indeed take many months to get such a thing from any of the 3 companies I deal with. People tell me that the brand I'm slinging is CRAP because of a little part form an outside vendor keeps blowing up. When it's actually a very, very good product overall. I'm on the hook until I can get my hand on the next batch of parts.

Yes, Ducati is still on the hook and needs to make this right, but to say that Ducati, overall, is crap because of this, is a bit of a stretch.

My advice is to keep a professional attitude with them, so that your just an honest customer, and not some raving momo. Make sure you're at the best dealer/distributer available, and take it up the ladder if you have to. But warranty work is slow and complex sometimes, freaking out is only going to make matters worse. If my customer is constantly trying to screw me over, I'm not the manufacturer, then it gets harder and harder to help them. Try to stay constructive and professional.

Thank you for your intelligent and well thought out advise, which in my opinion is golden.

fireman1251 · Sep 12, 2014

^ Agree 100%! I've had way worse issues with reputable companies like Cat, Deere and CNH about equipment that sells for 5 times what an SL would cost.

zaster · Sep 12, 2014

Buliwyf said:
I don't. I'm not on their side, or have any brand loyalty at all. But you have to be reasonable.

It's just that warranty work is my #1 customer. So I know the other side to this argument well. And whining about stuff out of the control of the manufacturer, is a waste of time. You have to give them a fair chance to make it right.

For example: If all I have is bad gauge panels and forks, that's all I can install until the good batch arrives.

And it sounds like the OP is getting a full refund. It does indeed take many months to get such a thing from any of the 3 companies I deal with. People tell me that the brand I'm slinging is CRAP because of a little part form an outside vendor keeps blowing up. When it's actually a very, very good product overall. I'm on the hook until I can get my hand on the next batch of parts.

Yes, Ducati is still on the hook and needs to make this right, but to say that Ducati, overall, is crap because of this, is a bit of a stretch.

My advice is to keep a professional attitude with them, so that your just an honest customer, and not some raving momo. Make sure you're at the best dealer/distributer available, and take it up the ladder if you have to. But warranty work is slow and complex sometimes, freaking out is only going to make matters worse. If my customer is constantly trying to screw me over, I'm not the manufacturer, then it gets harder and harder to help them. Try to stay constructive and professional.

I do agree with all the above. I make a living being in charge of a company while being well aware what it takes to voice your concerns properly. Having dealt with numerous vendors and suppliers in the automotive aftermarket I must say that DNA has the most room for improvement....I'm fed up and done with them.

Capt CF · Sep 13, 2014

kwack said:
It wont be long before I wave goodbye to Ducati if the Panigale carries on like this.

A very very big shame as I waited so long to be in a position to buy this premium bike

That's what I did. I owned 3 of them and the Pani was the last. No more Ducatis for me...ever. Too many problems with the bikes themselves and too many problems with service. I tried multiple dealers and every one of them ...... the bikes up, albeit in different ways. One dealer would forget to put bolts back in or it would take multiple trips to (hopefully) fix the problem. The other forgot to attach something so the bike was firing on one cylinder when I picked it up. "No problem, that's an easy fix, one sec" and then the bike comes out firing on both cylinders but the radiator fins are all bent to .... because they were in a hurry to get me out of there so instead of fixing it correctly they forced hands/tools, etc. in between the head and the radiator to reconnect the doodad. Life is too short and the headaches aren't worth what you get out of the bikes, IMO.

CaliDuc · Sep 13, 2014

I think folks are being way too harsh on Ducati and it is pretty clear that no matter what Ducati do you would never change your minds.

Running three Ducati's my experience with Ducati Service has been outstanding. If it were not for the excellent support of DNA then I would never of bought a 1098S and 998S.

Attitude really helps.

Tyler1199 · Sep 14, 2014

Is everyone having that many issues with their pani? I'm coming from a new zx10r(which referring to someone else's post earlier the bottom end is deff strong and I've had 6 zx10s with no issues) but looking for something different but not if it's going to be in the shop months on end

zaster · Sep 14, 2014

I can live with the issues I encountered so far with the Pani but not with the way DNA has handled them.

Buliwyf · Sep 15, 2014

Tyler1199 said:
Is everyone having that many issues with their pani? I'm coming from a new zx10r(which referring to someone else's post earlier the bottom end is deff strong and I've had 6 zx10s with no issues) but looking for something different but not if it's going to be in the shop months on end

Depends on your dealer. I know if one a state away that'll get you taken care of properly. But IME, the quality of the 1st inspection at 600 miles is critical on a Ducati. (reflash, recalls, retorque bolts, oil change)

All of my bugs were fixed at that inspection. (turn switch harness, reflash, hard start)

I know 3 reputable riders now that have blown the bottom ends on street ridden Zx10r's.

Buliwyf · Sep 15, 2014

Capt CF said:
That's what I did. I owned 3 of them and the Pani was the last. No more Ducatis for me...ever. Too many problems with the bikes themselves and too many problems with service. I tried multiple dealers and every one of them ...... the bikes up, albeit in different ways. One dealer would forget to put bolts back in or it would take multiple trips to (hopefully) fix the problem. The other forgot to attach something so the bike was firing on one cylinder when I picked it up. "No problem, that's an easy fix, one sec" and then the bike comes out firing on both cylinders but the radiator fins are all bent to .... because they were in a hurry to get me out of there so instead of fixing it correctly they forced hands/tools, etc. in between the head and the radiator to reconnect the doodad. Life is too short and the headaches aren't worth what you get out of the bikes, IMO.

No fragile, high performance machine can survive technicians.......er "hammer mechanics" like that. Can't really blame the bike.

Every dunce in the world thinks they're a bike mechanic these days. I recommend doing as much maintenace on your ride as possible yourself, and taker it to a GOOD dealer for important stuff.

The tour of the bike shop and meeting the techs available for my bike was what sealed the deal for me. And they have a dyno and seem to have knowledge of aftermarket parts and most of what we talk about here.

The biggest red flag for me, is when you mention to the dealers master tech some of the biggest problems talked about on forums, and they just look at you like a deer in the headlights. That's what I noticed at a few other shops. Techs need to keep up with the online stuff concerning their flagship models at least. And no dyno, no sale.

Capt CF · Sep 15, 2014

Buliwyf said:
No fragile, high performance machine can survive technicians.......er "hammer mechanics" like that. Can't really blame the bike.

Every dunce in the world thinks they're a bike mechanic these days. I recommend doing as much maintenace on your ride as possible yourself, and taker it to a GOOD dealer for important stuff.

The tour of the bike shop and meeting the techs available for my bike was what sealed the deal for me. And they have a dyno and seem to have knowledge of aftermarket parts and most of what we talk about here.

The biggest red flag for me, is when you mention to the dealers master tech some of the biggest problems talked about on forums, and they just look at you like a deer in the headlights. That's what I noticed at a few other shops. Techs need to keep up with the online stuff concerning their flagship models at least. And no dyno, no sale.

I didn't want to get into pulling valve covers and resealing them myself on a 2013 model bike with 6 months of warranty left. To be honest, I don't think I should have to since that's what a warranty is for by definition. Some manufacturers will even void your warranty if they catch you doing any heavy maintenance during the warranty period. Regardless, the bike comes with a warranty so any problems I experience during the warranty period will be fixed by experts. I found that not to be the case with Ducati in general over my ownership experience (3 bikes). I like your approach with only going to GOOD dealers, but every individual has a different tolerance level. Some people might be willing to trailer the bike several hours when it needs work done, but that doesn't fit into my idea of an enjoyable ownership experience so it was time to call it quits and move on. The mere fact that we are talking about needing to do our own maintenance because the service experience is not up to snuff is really indicative of a much larger problem. Maybe if enough people vote with their wallets and move away from the brand they will make some changes.

CaliDuc · Sep 15, 2014

zaster said:
I can live with the issues I encountered so far with the Pani but not with the way DNA has handled them.

I enjoyed the 1199 even more due to the great way that DNA handled any and all issues. I could not fault DNA, they want above and beyond the call of duty. I highly recommend DNA.

Trauma · Sep 15, 2014

Capt CF said:
I didn't want to get into pulling valve covers and resealing them myself on a 2013 model bike with 6 months of warranty left. To be honest, I don't think I should have to since that's what a warranty is for by definition. Some manufacturers will even void your warranty if they catch you doing any heavy maintenance during the warranty period. Regardless, the bike comes with a warranty so any problems I experience during the warranty period will be fixed by experts. I found that not to be the case with Ducati in general over my ownership experience (3 bikes). I like your approach with only going to GOOD dealers, but every individual has a different tolerance level. Some people might be willing to trailer the bike several hours when it needs work done, but that doesn't fit into my idea of an enjoyable ownership experience so it was time to call it quits and move on. The mere fact that we are talking about needing to do our own maintenance because the service experience is not up to snuff is really indicative of a much larger problem. Maybe if enough people vote with their wallets and move away from the brand they will make some changes.

Any complaint on this forum, I take with a large grain of salt. I am on 4 other forums for other vehicles, solely because I had problem and wanted help - finding a part, how to fix an issue, etc. More people come to forums to complain or ask about an issue, then do to rave about their product. Added to that, our more "vocal" members here complain frequently, as that is their nature. So problems here are a small percentage of ownership. I have had 0 issues with the way my bike has run, or with my local dealership. My local club is the same - Love their Ducati experience, and our dealership. There are issues with vehicles/cycles, even related deaths, all over the world. No manufacturer is perfect.

Capt CF · Sep 15, 2014

Trauma said:
Any complaint on this forum, I take with a large grain of salt. I am on 4 other forums for other vehicles, solely because I had problem and wanted help - finding a part, how to fix an issue, etc. More people come to forums to complain or ask about an issue, then do to rave about their product. Added to that, our more "vocal" members here complain frequently, as that is their nature. So problems here are a small percentage of ownership. I have had 0 issues with the way my bike has run, or with my local dealership. My local club is the same - Love their Ducati experience, and our dealership. There are issues with vehicles/cycles, even related deaths, all over the world. No manufacturer is perfect.

That's great. So we can agree the ownership experience and, more importantly, the service/dealer experience is highly variable depending on location. If you are lucky enough to live near a good dealer like you and Cali then you are good to go. If not, IMHO, with a bike like this that is highly dependent on a good dealer and service team, you are better off walking away and getting something else.

Trauma · Sep 15, 2014

Capt CF said:
That's great. So we can agree the ownership experience and, more importantly, the service/dealer experience is highly variable depending on location. If you are lucky enough to live near a good dealer like you and Cali then you are good to go. If not, IMHO, with a bike like this that is highly dependent on a good dealer and service team, you are better off walking away and getting something else.

No, just saying everybody needs to stop generalizing. There are 100's of dealers around the world that sell Ducatis. Only a handful have been chastized, and in some cases, OPs that use the same dealer have defended them. None of these complaints about one dealer or one bike have anything to do with the other thousands of bikes and dealers. "My bike sucks" doesn't mean Ducatis/1199s suck. But that's what a lot of complainers here do. Again, I said I take it with a bag of salt, didn't tell anyone else to.

Bonknee1 · Sep 15, 2014

I had bad customer service Orlando ducati call DNA and explained my problem. I went to ocala ducati got issues resolved for free and got a 250 gift card from DNA
I will never change brands duc been by far the best bike I have ever had this is my fourth 1 and 1 day may own SL

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