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| - I feel that I may have made the big mistake of buying a Ducati Scrambler from here.
I've had endless problems with the bike. It's now 21 months old, and it's been in the shop a crazy amounts of time, and dealing with it has been a living nightmare. Promises to return phone calls go broken more often than not. And not only is there a complete lack of empathy from customer service but it seems to me that YOU seem to become the problem.
Here's my current tl:dr issue:
Not too long ago they had my bike for nearly a month. After a week I asked if they had a loaner. I was told that they don't do that. Finally after three weeks of being without transportation and raising holy hell, finally a loaner somehow just appears. I had no transportation for 3 weeks.
So after nearly a month of them not being able to fix my bike they recommended that I call Ducati Customer Service and let them know my concerns. I did and Ducati Customer Service told me to give them a call back if problems persisted. The problems persisted, and it's been leaking oil since they had it for that month. The first time I took it back to them to fix the oil leak they told me that it was the oil filter, and that they tightened it and that it's fixed. I take it home, it's still leaking oil. So I take it back and ask them to check it, and they say, once again, we have tightened the oil filter and everything is fine. I take it home and it's still leaking oil. Third time back at the shop and they now claim they know what it is but they'll need to order the part, however, in the meantime they will reassemble the bike so that I can ride it while we wait for the parts.
So not wanting to be without a transportation again,and them not being able to give me an estimate of when this would be fixed, I asked for a loaner. Again I was denied. Instead the Service Rep told me that "it's a small leak so we don't think it's going to be a problem. But we can reassemble the bike so that you can have it while we wait for the part.
That seemed odd to me, so I do some web searches to find that in no way, shape, or form does ANYONE recommend the continued use of a combustion engine that is leaking oil (due to possible fires, further damage to internal seals and the quick deterioration of the oil properties and thereby causing potentially causing serious damage).
So I call Ducati and try to explain to them my concerns, and they were very stern with me (it's overwhelmingly obvious they are really sick of dealing with me) and the person quickly cut me off by saying "Mr. Brookhouser your bike is in the shop", to which I say, "I understand that, but I need to be sure that you guys are okay with me riding this bike with an ongoing oil leak because that's what your dealer is telling me to do and I have some concerns about that". He then tells me that he'd talk to the dealer and call me right back.
Then finally I see that they have my bike ready. Disgusted with this whole process, and not expecting Ducati to call me back, and going by what I was last told by the dealer, I decided to go home. But before I did I asked the service Rep. "are you sure there's no threat of fire, or that I will not cause further damage by getting air in there and causing further damage to the seals"? He said again that they thought that I'd be fine. And then he caught himself, "but it's up to you" to which I said, "well if YOU think it's just fine, I'll take it." He nodded in agreement.
Twenty minutes later while riding it home, it looks like Ducati called, hung up and then sent me an email that said: "We are aware that you have instructed the dealership to reassemble the unit so you may ride it. Ducati does however advises against this"
That's not how it went down and they know it. GoAZ is the face of Ducati to the customer and THEY told me it was fine to ride, and THEY offered to reassemble the bike and give it back to me. I did not make such a request. And I get the impression that they did this because 1) they don't want to give out or don't have a loaner 2) they don't want to deal with this bike/me.
Bottom line. From my experience, they just don't want to deal with YOUR problems and if you need a loaner for warranty repairs that's probably not going to happen.
And this is only my CURRENT on-going issue. As previously stated this thing has been in the shop at least 7-12 times, all in it's 21 month life. They've had it for about month of those 21 months and they seem just fine with that. I'm beyond frustrated with this entire ongoing process and there seems to be no relief in sight.
Post Edit:
Talked to Service Manager Steve and he was really great. I'm hoping that Ducati (not AZGO's responsibility) will replace the consumables that are failing (clutch and potentially brakes and battery) so that I'm not back in the shop in a couple of weeks. I have my doubts. To be continued.
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