Devon TRF Group Forum

I agree with you 100%.
I just dont think KTM will, thats all. Hope I'm wrong.

James DRZ wrote:

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this has not failed due to any maintenance issue.

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Prove it on a balance of probability and you might get somewhere.  Things fall out, stuff happens and sometimes you just have to go with the flow.

Albion haven't done anything wrong, they are just a dealer for KTM, they are the man in the middle.  Yes, you have a contract of sale with Albion but if KTM won't play ball...

Hi,

Just spoken with the mechanic who phoned me to give me an update.

No further damage was found, all parts of the broken bearing have been found. My bike is in the process of being rebuilt.

The mechanic there has been really helpful, and was on the phone with me for 15 mins+ explaining everything he found and has done. He has put a strong case forward for me to KTM as he said in his own opinion this part should not have failed. The bearing is pressed into the rocker arm at the factory, and is supplied as a single part when ordering.

He is going to replace both rocker arms just incase I had a duff batch and the other arm bearing lets go also.

So all is looking good as far as getting my bike back.

Now waiting on word form KTM head office, hopefully they will agree to pay for at least the parts, part cost is approx £150 for all the work done. (2 rockers arms, various gaskets)

He said labour should be 6 hours. I am going to speak to Gary next, to see if he can offer me any discount on the labour charge. I hope and he do something for me to help me out.

Albion have been good at keeping me informed, mechanic seems decent, just have to wait and see what (if anything) the Manager there will be prepaired to do to help me out on this.

Latest Update:

 

Good News everyone!

 

Had a few very interesting phone calls:

 

First phone call from Albion this morning to give me the latest on my bike. They have heard back from KTM-UK, and they have agreed to pay for the parts for the repair. They (Albion) also offered without prompt to help me out on the labour cost and reduce my bill. Result!

I thought this was a fair deal and was fairly happy. KTM pay for parts, Albion offered some help on their part also.

 

A few minuets later:

 

Second phone call. This time a direct phone call from KTM-UK. The after sales Manager Bernie. I was surprised to hear directly form him, and I guessed he was calling to confirm what Albion had just informed me earlier.

 

He said he understood Ive been having a problem with my bike EXC450, and was calling to inform me that he had been looking at this case personally, was sorry to hear the problems Ive had, and went on to explain that he had been in contact with KTM Austria.

 

He felt that even though KTM had already agreed to pay for parts, the fault I had should never had happened and was due to a mechanical failure of a non serviceable part, and was no fault of my own or down to any service issue.  OK I thought, thanks for the call then he went on, and so I feel that in your case it has been decided that KTM will pay for a full repair including parts and labour. RESULT!!!!

I nearly could not quite believe it.

 

I thanked him, and went on to ask a few more questions. As Albion had said to me KTM were interested in this case because they have not seen this failure before on the XC4 type engine. When looking at a good will case they take into account a lot of things. Hours / Type of usage / Servicing / Age of machine / but most importantly they have a close relationship to the dealers to talk to them about the fault, how the bike is looked after, so it seems a lot of it is down to the dealer to put your case forward for you if they feel you have a genuine case.

 

It was really good that a manager took the time out to talk to me very impressed. I passed on how helpful Albion had been, keeping me informed by always calling me rather than me chasing them.

 

A few minutes later (literally):

 

Third phone call. Albion again, calling to say KTM had been in touch again and updated the case to pay for all parts and labour. Think Albion were as surprised as me to hear this. This is very rare that KTM will cover everything, but my case was a rare failure, so an exceptional case.

 

Needless to say Im very happy, and thanked Albion.

 

 

My faith in KTM has been fully restored now, they have stood by their product and have supported their customer. Just looking forward to getting the bike back now.

 

Thanks for everyones advice, opinions and support on the forum. Will also post this on KTMUK forum as I had a similar thread running there.

 

Most of all Thanks to the guys at Albion. KTM said they played a big part and put a strong case forward for me to get my bike fixed up.

 

Im just glad Im going to get my bike back. Hopefully in time for the next TRF Exmoor forest day! 

 

 VERY PLEASED

 

 

 

 

 

                                     

 

-- Edited by James DRZ on Friday 9th of September 2011 12:44:41 PM

Brilliant James - shout it LOUD mate 

Result, well done mate, and well done Albion.

-- Edited by nickpdo on Friday 9th of September 2011 01:23:24 PM

Nice to hear a happy ending