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As most of you already know we take customer service very seriously. Obviously this is because we understand that our reputation depends on it, but more than that we want to do the “right thing”.
I have a customer service situation that I would like to run past you guys to get you input. I am having a hard time coming to a comfortable resolution.
We installed a 57mm system on a 05 999R recently and after the bike left the exhaust moved around a little bit due to heating and cooling etc. I’m sure you can imagine the little space inside the fairings that is left after installing this system. Simply put, it’s jammed in there. When the system moves around even a little it can come in contact with the inside of the fairings, and therefore damage the fairings. To combat this we put a lot of heat insulation inside the fairings that is not included in the exhaust kit. Last week the owner of the 999R emailed me a picture of where the back side of the fairing contacted the header and discolored the paint. The spot is the little bit of fairing underneath the kickstand. The spot is not burned through or melted, the paint is just a little brown.
Since the customer spent a lot of time in the service department while the exhaust was being installed I asked my tech who did the work what kind of “warnings” he gave the customer about the install. My tech told the customer that the exhaust is so big that there are clearance problems, pointed out the added heat shield and warned the customer about the fact that as it goes through it’s first few heat cycles it will move around and to watch out for clearance issues that may arise, specifically with the swingarm because this is where we have had the most interference problems. My tech did not specifically say to watch for fairing to pipe clearance issues though, he probably should have.
Normally we have the bike for a few days so the heat cycle issue is watched by us before the bike is delivered. Due to time constraints we couldn’t have the bike that long.
After a return email to the customer explaining my views on “implied shared responsibility” in regards to motorcycle modification I received a reply stating that he would like the panel replaced, not repaired, etc. Of course I can see his point, the fairing is worse off after the exhaust install, and therefore we have some responsibility in the matter. But on the other hand putting a massive full race system on a street bike does have it’s compromises.
I am looking for a proportional solution. Coming out of my pocket for $1750 odd dollars for a new panel seems a bit extreme from my end, but maybe I am wrong. On the other end I certainly don’t expect for the customer to just eat all of the damage/expense, etc.
So what is the good solution?
I have a customer service situation that I would like to run past you guys to get you input. I am having a hard time coming to a comfortable resolution.
We installed a 57mm system on a 05 999R recently and after the bike left the exhaust moved around a little bit due to heating and cooling etc. I’m sure you can imagine the little space inside the fairings that is left after installing this system. Simply put, it’s jammed in there. When the system moves around even a little it can come in contact with the inside of the fairings, and therefore damage the fairings. To combat this we put a lot of heat insulation inside the fairings that is not included in the exhaust kit. Last week the owner of the 999R emailed me a picture of where the back side of the fairing contacted the header and discolored the paint. The spot is the little bit of fairing underneath the kickstand. The spot is not burned through or melted, the paint is just a little brown.
Since the customer spent a lot of time in the service department while the exhaust was being installed I asked my tech who did the work what kind of “warnings” he gave the customer about the install. My tech told the customer that the exhaust is so big that there are clearance problems, pointed out the added heat shield and warned the customer about the fact that as it goes through it’s first few heat cycles it will move around and to watch out for clearance issues that may arise, specifically with the swingarm because this is where we have had the most interference problems. My tech did not specifically say to watch for fairing to pipe clearance issues though, he probably should have.
Normally we have the bike for a few days so the heat cycle issue is watched by us before the bike is delivered. Due to time constraints we couldn’t have the bike that long.
After a return email to the customer explaining my views on “implied shared responsibility” in regards to motorcycle modification I received a reply stating that he would like the panel replaced, not repaired, etc. Of course I can see his point, the fairing is worse off after the exhaust install, and therefore we have some responsibility in the matter. But on the other hand putting a massive full race system on a street bike does have it’s compromises.
I am looking for a proportional solution. Coming out of my pocket for $1750 odd dollars for a new panel seems a bit extreme from my end, but maybe I am wrong. On the other end I certainly don’t expect for the customer to just eat all of the damage/expense, etc.
So what is the good solution?
