Compensation

[Scotzman]

Wanted to get your thoughts: A Ducati dealer/service has had my bike for over a month waiting for a stator to come in( and of course they don't have a loaner bike). They recommended calling DNA to complain and hopefully speed things along(which it hasn't), in the process I asked DNA what was going to be done to compensate me for my main mode of transportation being idle for over a month. They said it was up to the dealership and the dealership said it was up to Ducati .

What kind of compensation do you guys/gals recommend I should be pushing for? I honestly don't know what Ducati can do and apparently neither did the guy I talked to. The only thing I could come up with was another bike, but that went no where.

Cheers.

[ducpainter]

Is it a warranty repair?

What does the warranty say about consequential/inconsequential damage?

[Scotzman]

Is it a warranty repair?

What does the warranty say about consequential/inconsequential damage?

The warranty so happened to run about while they had the bike. I honestly have no clue about what the warranty says in regards to damage, good thing to investigate though.

[muskrat]

send an email to all the executives.....google them.  it worked for me.

[Dave R]

Why do you think some form of compensation is due?  from the dealer? from the US distributor?   because Ducati Italy does not have the part immediately on hand you feel your dealer should compensate you?  wow 

The warranty so happened to run about while they had the bike. I honestly have no clue about what the warranty says in regards to damage, good thing to investigate though.

[psycledelic]

Wanted to get your thoughts: A Ducati dealer/service has had my bike for over a month waiting for a stator to come in( and of course they don't have a loaner bike). They recommended calling DNA to complain and hopefully speed things along(which it hasn't), in the process I asked DNA what was going to be done to compensate me for my main mode of transportation being idle for over a month. They said it was up to the dealership and the dealership said it was up to Ducati .

What kind of compensation do you guys/gals recommend I should be pushing for? I honestly don't know what Ducati can do and apparently neither did the guy I talked to. The only thing I could come up with was another bike, but that went no where.

Cheers.

I don't know if their is any type of compensation that is going to come available, other then a loaner, which I assume your dealer doesn't have.  If they are waiting on the part, their hands are kind of tied (also assuming they are not charging you anything for bike storage, etc).  I think the best thing you could ask from your dealer is for them to help you push back on Ducati to get them the part.  If your shop is anything like the one I use, your bike is in their way.  It is probably in their best interest to get it fixed and back to you. 
In going back and forth between the dealer and DNA, did anyone happen to mention what is the hold up on the part?  It might be a better tactic to keep the complaints about the timeframe of your wait, instead of what they can do for you while you are waiting. 
Just my thoughts, good luck in getting it back.  I know it sucks to be without a bike.

[Scotzman]

Why do you think some form of compensation is due?  from the dealer? from the US distributor?   because Ducati Italy does not have the part immediately on hand you feel your dealer should compensate you?  wow 

Why is compensation normally due? People dragging their feet (their words) in sending the part. The original time frame to get the part was 7-10 days. That I could live with, then they forgot to include the part in that shipment, another 7-10 days, and so on and so on, over a month later people are trying to find where the part went. I don't think the dealer should comp me anything, they put the order in as they should have, from there, what can they do? My orignial question is in regards to DNA and not the dealer.

But for it taking over a month to get a part, that's pretty extreme, hence the compensation.

[Duck-Stew]

I work at a dealership.  We're waiting on a fuel tank since February.....  Still no ETA.

[mattc7]

well, DNA as very little control over this as well, due to Ducati Italy being responsible for all order fulfillment.

7-10 days in stock response for Ducati parts. If it's not actually instock (but listed as in stock), weeks to months become the wait time. It's wait time for DHL shipping from Italy.  There's no US parts warehouse (there's a returns facility, which is not part of the supply chain), and otherwise No stock of parts in this country. Everything goes from Italy, through customs to dealers.

We once had an exhaust sit in customs for 3-4 months.

There's no compensation for your bike being down, because it's not in control of many people. If the part isn't available, who should drop what they're doing and build it for you?

A much better post would have been "This is needed for my bike who has it?"  OR see if you can't track one down. Dealers with the newest version of lightspeed (the counter-sale program used by Ducati Dealers) have the ability to lookup other inventories (not all dealers have this yet). So call around, and see what you can find. I'm sure your dealer wouldn't mind, they'll be happy to get rid of you and your bike. Ask them for the part number, and call the 10 biggest dealers you can. Ducati Seattle, Ducati Omaha, Commonwealth, Pro Italia, Ducati NY, AMS Ducati, Seacoast, Pat Clark, MotoCorsa, Spectrum Motorsport, would be a good place to start.

None of the employees get paid on your bike till you're paid, and it leaves. That goes from the tech, to parts, to service departments.  I'm sure they'ld rather have your cash than your bike.

[He Man]

I work at a dealership.  We're waiting on a fuel tank since February.....  Still no ETA.

anything special about it? i find it odd that some people get it in 3 days others take forever.

[Howie]

Check your state's lemon law on motorcycles.  If the bike was out of service long enough to qualify this could give you leverage with DNA.  One secret to success is to be nice and give them the opportunity to help.   

[Speeddog]

What year and model of Monster do you have?

[Scotzman]

Never dealing with this before, I would imagine that the Ducati in Italy and the Ducati in the US ultimately work for the same people, that's why I always refer to DNA. I understand the parts comes from Italy, but again the issue is when they (dealer and Ducati) say the parts in stock and will definitely be here in 7-10 days and several 7-10 days later people are pointing fingers at everyone else and scratching their heads. The part was tracked to the US, then it disappeared, then again and again, then turns out it never left Italy.

It seems pretty insane to wait for exhaust, tank, or anything  for months unless it's something custom.

08 695 that was under warranty when they got the bike, but ran out. I totally agree that the dealer wants to be over and done with getting the bike out of there.

[mattc7]

Never dealing with this before, I would imagine that the Ducati in Italy and the Ducati in the US ultimately work for the same people, that's why I always refer to DNA. I understand the parts comes from Italy, but again the issue is when they (dealer and Ducati) say the parts in stock and will definitely be here in 7-10 days and several 7-10 days later people are pointing fingers at everyone else and scratching their heads. The part was tracked to the US, then it disappeared, then again and again, then turns out it never left Italy.

It seems pretty insane to wait for exhaust, tank, or anything  for months unless it's something custom.

08 695 that was under warranty when they got the bike, but ran out. I totally agree that the dealer wants to be over and done with getting the bike out of there.

More insane to stock too many of something unneeded, to the point where inventory becomes large and un-moving. The issues with ordering overseas are pretty well put infront of you given the situation.  It's not optimal always, but there are times where things aren't shipped, thinking they had been.  Orders in general have been slow with Ducati Italy moving to a new inventory system, then the Volcano eruption. Neither are current issues, but they backlog everything after. The dealer did there part to get the part. Ducati doesn't provide any efficient tracking means. They can tell you your most recent orders, but not often what is contained therein. A dealer sees an order number as shipped, they lookup the order, and that shipment is shown as in route. No clue that it's a full order until it gets here.

Parts that are definitely out of stock, will tell you that.  Sometimes parts list in stock when they aren't, and this leaves a 7 day time to become weeks.

To stock enough tanks/exhausts/etc to have one of each for every bike on hand at all times is alittle much to ask, and would lead to Ducati closing. Small companies with excessive inventory don't fare well. Your assessment that this is insane or abnormal is flawed on many fronts.

More importantly, Ducati has 2 order fulfillment methods, 7-10 day, and 30 day.  30 day orders are boat-shipped, and sometimes emergency orders (7-10 day) are accidentally run incorrectly, so there's a delay. Other items, if not in stock have to be built. Ducati doesn't build the tanks or the rectifiers, they are outsourced. So the outsourcing company then is requested to produce, and supply in bulk.  If you order bulk of an item that has small need, you sit on large inventory that's wasted. Is that how you would run your company.

Warranty doesn't drain while bikes are in service. The warranty is good from the day you drop off, then it's good until you pick up. For long delays your warranty is often extended.

As I mentioned. Look up the part number, call to see if you can find it elsewhere.  How many dealers have you called personally yet.  The issues with your bike, take some responsibility to try and get things sped up.  Complaining to DNA will do almost nothing. If you want to complain, call Italy direct, and see how far that gets you.

In the time it took you to ask this question, you could have sent an email trying to find the part you need.

The short of your question, however, is there's no compensation for the bike not running, it's a machine, a part breaks, they're going to replace it for you, for free, 2 years + after you bought your bike, that's a pretty sweet deal if you ask me. It sucks, but be happy they have a warranty that last 2 years, and that when the part is available you'll have it (unless it's found elsewhere first)

The dealer can only tell you 7-10 days based on what they know. Sometimes, they don't get the truth 100% on fulfillment or stock status.  There's nothing they can do about that but try to get through it

[Raux]

i would think that DNA could extend his warranty the amount of time it was in the shop til the end of the warranty. ie he had it in the shop 2 months prior to warranty expiring, so they extend 2 months after he gets it back. seems like enough to satisfy the customer without monetary compensation