If you are confident your motorcycle warranty will protect you against manufacturing faults, there is a dark side to motorcycle warranties that is worth checking on.
We have been having a debate with KTM over a leaking radiator on the KTM 1090 we run. The KTM 1090 isn’t a press fleet motorcycle. We own the KTM along with a Yamaha Tracer 9 GT, KTM 1290 and two Africa Twins.
As this is a significant investment, we are always looking for well-maintained low mileage motorcycles to add to the collection. Motorcycles that come with the balance of the manufacturer’s motorcycle warranty, just in case something goes wrong.
One such motorcycle, the KTM 1090, we bought from the superb people at Bournemouth Kawasaki. Our experience of buying a motorcycle from them formed the basis of the article Buying a Motorcycle Online.
As part of their normal process for selling a used motorcycle, Bournemouth Kawasaki checked the service history and schedule for the KTM, noting that the annual inspection and associated service items were due.
So, as any good dealer would do, Bournemouth Kawasaki serviced the 1090 in accordance with KTM’s service schedule, using genuine KTM parts, recommended fluids and lubricants, before delivering the bike to us.
Before we go any further, I need to be absolutely clear. I don’t have any issues with Bournemouth Kawasaki. Quite the opposite, they are superb people to buy a motorcycle from. As you will see later, seven months after selling the KTM 1090, they wanted to help.
So, what went wrong?
KTM has refused our warranty claim for a leaking radiator because Bournemouth Kawasaki, rather than a KTM dealer, completed the annual KTM service seven months ago.
We raised an objection with KTM, who have now confirmed that they will not honour the warranty on the KTM 1090 because of the Bournemouth Kawasaki service.
Background
We bought the KTM 1090 in November 2020. The bike had covered 2,940 miles at the time of purchase and was 15 months old. As part of the deal, Bournemouth Kawasaki included the annual service and completed a detailed pre-purchase inspection to ensure the bike was in superb condition.
Just the sort of excellent service you would expect from a reputable dealership.
At six months and 4,000 miles after buying the KTM, with the warranty coming to a close, I headed off to my local KTM dealer to check all necessary updates had been completed. The dealer reported everything was up to date and as expected, except for a leaking radiator.
Claiming Under Warranty
Inspecting the radiator with the dealer, they confirmed there was no damage to the radiator – a genuine KTM radiator guard is fitted – and that the leak was coming from the core. The dealer completed the warranty claim paperwork with KTM, and we settled in for the wheels of the KTM Corporate machine to turn.
However, two weeks later, KTM rejected the warranty claim because Bournemouth Kawasaki is not a KTM dealer. Therefore in KTM’s view, the motorcycle warranty had been invalidated when Bournemouth Kawasaki serviced the KTM 1090 before delivering it to us.
As you might imagine, we objected to this decision for several different reasons, including:
- The radiator itself is not a serviceable item, and other than a visual inspection, there is no work to be completed to the radiator or cooling system.
- The only future work stated on the first service checklist from Fowlers (who are KTM Dealer) is a change of coolant, which was not due until 992 days after the first service, a period we were well within.
- There is no damage to the radiator. The leak is from the core and apparently a manufacturing fault.
- Bournemouth Kawasaki is a competent and reputable motorcycle dealership. You don’t get factory backing and win the British Superbike Championship without knowing about motorcycles.
- A ruling often referred to as the “Block Exemption Regulation” states to maintain a vehicle’s warranty, it is unnecessary to use a manufacturer-aligned dealership, providing the manufacturer’s service schedule is followed and manufacturers original parts are used.
The Dark Side
The problem is that Block Exemption, according to KTM, only applies to vehicles with three or more wheels. I can’t find anything supporting KTM’s interpretation, but I’m not a lawyer, so I can’t offer an opinion either way.
Because of this, KTM’s position is that the warranty on the KTM 1090 was invalidated as soon as Bournemouth Kawasaki serviced the bike.
Customer Service
I called Bournemouth Kawasaki when we received KTM’s email to let them know what had happened, in the hope of saving the next person who buys a used KTM from the same problem.
Completely unprompted, Bournemouth Kawasaki offered to help by fitting a replacement radiator for us. If we supplied the radiator, they would fit it free of charge.
This isn’t special treatment for journalists. Bournemouth Kawasaki sold a motorcycle to an individual, not a website.
As I’ve already said, I find them great people to buy a motorcycle from, and because they are decent people offering to go above and beyond standard customer service, I thanked them for the offer, but I declined. I genuinely don’t see it as their issue to resolve, and here is why.
Most motorcycle dealers take customer service seriously, which will be driven partly by the manufacturer’s approach towards their customers if they are a franchise dealership.
Suzuki, for example, replaced the wiring loom on our V-Strom DL1000A when it turned out that despite the records showing a recall replacement had been completed, something had gone wrong, and the revised wiring loom had not been fitted.
The factory in Japan stated that this was not the Suzuki way and insisted it was changed, even though the motorcycle was two and a half years out of warranty. You can read that story here.
Motorcycle Warranty Morals
It appears that the levels of customer service and support vary significantly between motorcycle manufacturers. Some will stand behind their motorcycles and work with you. You are seen as a valued customer that has invested in their product and reputation. However, other manufacturers may not have the same outlook.
If you are buying a used motorcycle, as I bought a used KTM, and expect that the motorcycle’s warranty to carry on if you do the right things, you might want to check the manufacturer’s approach to their warranty, before the dealer services the bike.
While most people you will meet will want to make buying and riding a motorcycle an enjoyable experience, apparently, not everyone is on that page.
Ever onwards.
Acknowledgements
The header image used for this article is based on an original work by Conor Luddy
