hi all... ive been over to germany on my 5 week old multi, 3 days into my tour i had a rear tyre problem( see pic) i went 170 miles off route to find a ducati dealer to get it replaced. i finally got it sorted and continued my tour on my return i spoke to my dealer with regards to getting reimbursed my 182 euros.... to which i was told there hands are tied cant give me my money till they have seen the tyre which i of course left in germany, he did however give me the email of the top man at ducati uk to whom i sent a mail telling him my troubles he basiclly backed up the dealer. ive emailed the company in germany about the tyre but no reply yet (3wks) am i being cheeky wanting my money back? before i went away i spent nearly 32k with this dealer....where is the customer service :0( <iframe width="480" height="360" src="Library Slideshow by Neil_Hazzy_Hazeldine | Photobucket"></iframe>
Bloody hell, £32k for a Multi. I'd expect gold wheels and gold plated tyre's for that. Not the shitty ones you were given Hope you get the result
Android, using that logic, nothing would be done under warranty, as I'm not sure Ducati make very much, just buy it in and assemble ?
Sound very unfortuante. You do have a warranty that I feel would cover the tyres in these circumstances. The warranty is effective all over Europe , if not worldwide? But there would be a procedure to follow for any warranty claim. You can't just get a tyre changed ,without the express approval from Ducati , which takes time. However, Ducati do offer very good after sales service. I,would expect that with you just having purchased 2 flagship motorcycles, and with some decent written evidence from the German dealership,that common sense will prevail and they will reimburse the rear tyre.
Thank you for your email and please accept my apologies for the delay in my reply. I am sorry to hear of the issue with your rear tyre and the inconvenience caused as a result. I have been in contact with your dealer who I believe are in touch with the dealer Ralf Vathje in Germany (see email attached) in an attempt to have your tyre sent to Pirelli for them to investigate. Naturally we would not expect you to carry the replaced tyre for the remainder of your journey however if they can recover the tyre from the German dealer we may be able to move forward. The subject of tyres and their warranty is governed by the tyre supplier, in this case Pirelli, and they have their own procedures on how to claim under warranty. Their main requirement is that they have the tyre back for investigation which I understand is problematic for you in the circumstances. I appreciate that this may be of little consolation however please understand that their procedures are out of our control. I will continue to support your dealer in location of the tyre, and will speak with Pirelli myself to confirm their requirements but please understand we are governed here by procedures out of our immediate control. I encourage you to keep in touch with the staff at for further updates. Kind regards Mike Whiles Area Aftersales Manager, North
No sir,that was their first reply. Now the negotiating takes place. The tyre might yet be located,then it can be sent to Pirelli. However, I disagree with their stance. You bought the bike with OE tyres on it from Ducati . If a drive belt fails,Ducati don't say they you will have to contact the makers of said belts. If an engine has a big failure , they don't say contact the engine oil maker! No , there is a contract of sale, I would say their procedure is incorrect , but for the time being, it might all come good. And as a valued customer,that will play a big part in the proceedings. Keep calm but keep the thumbscrew working.
You can't just expect any manufacturer to pay out for a warranty claim without the evidence in front of them. It would open a floodgate of spurious claims if they did.
My point of view exactly MC. If they weren't OE tyres, then that may put a different complexion on it.
i dont, i just want looking after a little better by the dealer,even apology would of been nice at the end of the day this could of killed me, i wasnt exactly doing 50mph on the autobahns
I'm not trying to be argumentative for the sake of it but why should a dealer apologise for something that is not any fault of their own?
Not a bike warranty issue imho, its a pirelli warranty issue. You have some good pics, I'd be chasing them and copy in Ducati bods as high as you cam find the emails for, CEO Italy ideally
Sorry, but the contract of sale is between Ducati and hazzy. That is consumer law. It really is that simple.
Android, to me, it doesn't make a halfpenny of difference if a tyre is generic or not. If its fitted by the bike manufacturer as OE then it becomes specific. But unlike MC states, the contract of sale is between Hazzy and the dealer not Ducati.
Broke, you are correct, the contract is between the seller and the buyer. So for Ducati to respond saying the tyre issues are for Pirelli does not stand up. Any issue with the bike is between the selling dealership and the purchaser , tyres included. There are many parts that Ducati could play a similar game of you need to contact the manufacturer of bulbs,belts, petrol,oil,seat cover,coolant the list goes on.
The contract of sale is between the seller (dealer) and the customer, but under consumer law the manufacturer also has responsibilities. The division of liability between the retailer and the manufacturer is not that simple at all.
I would have said you first take it up with the dealer who takes it up with Ducati who takes it up with Pirelli. However it still stands that without the faulty tyre in their hands the dealer is unable to take it up with anybody. No dealer will make any apologies or start any warranty claim without first seeing that fault.
