Jodi
New Haven,#2UPDATE Employee
Thu, March 02, 2006
On April 6,2005 Dennis Viveiros purchased a 2005 Suzuki GSX-R600 from New Haven Powersports. Approximately two months later he complained of a cosmetic crack on the underside of his exhaust. We did not see any defect but tod him we would show it to our Suzuki Service Rep. out of good customer service. The Suzuki Service Rep. did cancel the appointment and asked us our opinion on the pipe. Dennis told us to tell Suzuki it was cracked. While we like to keep good customer relations, we told him we couldn't LIE to Suzuki because if they wanted the part and found no problem existed, the cost would go back to us. As an option, we told Mr. Viveiros to call Suzuki directly. Suzuki customer service replied that this was not a defect in workmanship as stated in their warranty policy. The motorcycle has been crashed and the pipe is discolored and still shows no sign of a crack. In the last 35 years, we have sold over 20,000 motorcycles to happy customers, unfortunately we have not been able to appease Mr. Viveiros. He has thus stated that he would make our lives miserable over this problem. He even went to the trouble of posting signs on our street saying we ripped people off at our store, which we feel is defamation of character. A Suzuki motorcycle 12 month factory warranty covers each Suzuki to be free from defects in materials and factory workmanship, subject to exclusions, obligations and limitations. If an eligable defect is found, the needed repairs will be performed at no charge to the customer for parts or labor. The warranty does not cover damage to the vehicle that is not due to defect, such as damage caused by accidents, carelessness, misuse, abuse, unreasonable or improper vehicle operation, such as intentional burning or spinning of the rear tire, shifting gears w/o use of the clutch, operation of the vehicle with the front wheel aloft or overheating the vehicles engine by operating the the vehicle in incorrect gears for vehicle speeds. The warranty also does not cover damage to the vehicle from use of chemical cleaners, improper storage, or normal wear during normal vehicle operation. The customer must operate and maintain their on-road motorcycle in a normal manner, following the recommendations described in the vehicles owners manual. Suzuki reserves the right to deny warranty coverage if the vehicle has not been properly maintained. Mr. Viveiros' motorcycle is warranteed by American Suzuki Motor Corp., U.S.A., NOT New Haven Powersports. He had and still has the right to take his complaint to ANY authorized Suzuki motorcycle dealer in the USA! Ultimately the final decision on any warranty replacement or repair is made by American Suzuki Motor Corp. The motorcycle is still under factory warranty until 05/05/2006. I suggest Mr. Viveiros contact American Suzuki Motor Corp. in writing (he seems very fond of writing) along with detailed pictures or the actual part itself. That is the only way it seems that he is going to get resolve to this complaint. Unfortunely there will be nothing we will ever be able to do to appease Mr. Viveros.