Constant problems with brand new motorbike, what to do?

aled247

Hello.

To save double information I am just going to copy the email I sent to KTM customer services (as obviously all dealerships are closed).

I purchased a brand new KTM duke 125 from the above dealer in January and have had consistent problems with it since day 1. Now I cannot fault the dealership with how they have acted as they have been great and have done everything in their power so far to fix each issue as it comes.
Day 1 of purchase I took it out and the front breaks were squeaking loudly whenever used. Returned to dealer next day who said to give it a couple of hundred miles to allow them to bed in, I did this and they continued to squeak loudly. They took it in for me and stopped the squeaking.
A couple of weeks after purchase I noticed that the dashboard display was leaking water inside and was leaving a strange misty/rainbow like effect on the inside of the glass. I took it to the dealers who again were great and switched it out for a new one. A few days of riding again and the exact same problem happened. Returned it to them again and was advised that you (KTM) are aware of this issue and are awaiting a fix for this and I'll be kept posted, leaving the leaky dash on my bike as every one they replace will leak, this was back towards the end of January, beginning of Febuary time. At the start of March my front brake disk started to make a horrible clicking noise when riding even when the brakes weren't being used, again this was fixed for me. Last week I took it into the dealer for its 1st 600 mile service, paid £230 for this service and was told it has a faulty/bad batch rear shock absorber which is failing and due to the current lockdown they are unsure when it can be replaced. They said it should be ok to ride but can't commit 100% to the safety of it as it may collapse in on itself? So I now have no bike to get to work until this situation after the virus is over and as a result I am now getting the bus as I need to go to work as a key worker.
I am not satisfied that a bike should experience so many problems after purchasing brand new and after putting just 600 miles on the clock overall I'm beginning to lose faith with it. At this stage I now wish to return the bike for a refund or trade it in for a new equivalent bike.
Kind Regards,

I have received a reply today which in my opinion has ignored the whole point I was trying to make (I hope you can see the point I was trying to make in my email).

Dear
Thank for you taking the time to write to KTM UK.
We are sorry you have had to contact us regarding your experience with your 2019 KTM 125 Duke.
We understand your current dealership is now closed due to the COVID-19 outbreak, your next nearest dealership Cooperized Motorcycles is still operating and will assist key workers as best they can.
Our parts and warehouse staff are working to ensure that essential daily transport is kept up and running, any parts that your dealer will need for your motorcycle should be able to be ordered with a 2 day delivery time.
Please Note: In line with the UK Government’s attempts to mitigate the spread of COVID-19; many KTM/Husqvarna dealers have closed their premises or are in the process of closing until further notice. Following the Government’s request for people to work from home unless essential, KTM/Husqvarna UK have taken the decision to close their office until further notice and are currently operating on reduced staffing numbers from home offices.
If we can support you in providing information on those dealers who are still open, we will of course be happy to do so.
In the meantime, we advise you check online and social media platforms for the latest updates in regards to when specific authorised Husqvarna dealerships are able to resume normal business operations.
We wish you and your family safe keeping during these times.
Kind regards,
KTM UK Customer Service Team

What would you now do if you were me please? Again I understand I cannot go to a dealership at the moment so maybe I should sit it out until they reopen? My worry with that is that if I do have any rights of returning it/swapping it, I am sure the clock will be ticking on this. Again I can't fault the dealers as they have fixed every issue I've taken back to them but it's frustrating having to return so often to get things fixed (it's a good 35 minute drive) and then be told that the dashboard is a known issue by KTM (in which case why sell a bike with known issues)

Thanks in advance

sxd901

I think that the leaking dash is a known KTM problem.  Might be worth checking out the KTM UK forum as I think the dash issue is discussed there.  Not heard of a shock failure so early on but you tuber called The Missenden Flyer had a shock fail on a BMW R1200GS just out of warranty and BMW told him it was tough luck (it's a £17k bike and only had 10k ish on the clock) and a replacement shock was £1200 plus fitting.
I would think that you would need a lot more problems before an exchange is considered.  If you have a new shock and everything is then ok and dash issue sorted would this satisfy you?  Maybe try to get some power parts at a discount or thrown in as compensation?  
Good luck.

AdrianC

aled247 said:

To save double information I am just going to copy the email I sent to KTM customer services (as obviously all dealerships are closed).

...
We understand your current dealership is now closed due to the COVID-19 outbreak, your next nearest dealership Cooperized Motorcycles is still operating and will assist key workers as best they can.

...
Again I understand I cannot go to a dealership at the moment

But you can. Just not your nearest.

DoaM

Bought in January this year?
Original dealer has already tried to fix the bike (make the goods conform to contract)?

If the answer to both of the above is Yes then you can invoke your Final Right To Reject for the Consumer Rights Act 2015, and your refund should be in full less a small deduction for the miles added to the bike.

How did you pay for the bike. Was any part of it on finance? (Credit card = finance).

[Deleted User]

What DoaM said, but I just want to add that you need to talk to the dealership. Tell them you are rejecting it.