Thanks for the posts. I think I'd want a local dealer reading this. Which dealers are based near York/Hull?

Nope... Problem was not finding a box but was to do with the dial cutting out all the time and KTM not knowing what the problem was and the delay in manufacturers giving advice and correct information and the problem recurring. Snd yes the hassle sending it in a box when advice given to retailer was incorrect was a pain but that is nit what the problem was but rather an additional burden and costs to the retailer mainly.

 

I've now checked our files on this, and I can confirm that you were told that it wasn't possible to identify the fault without the bike going to a dealer. So Electrifying Cycles collected the bike from you.

 

This is how the system should work, the retailer has the responsibility of dealing with customers.

 

i just wanted a replacement to avoid all the ongoing hassle for retailer and me but KTM UK refused.

 

of course we refused, I'm sorry but do you really expect a replacement full bike, when there is a slight problem with a small part. If your brakes fail on a car, BMW won't give you a whole new car!

 

It was more annoying when nobody at KTM seemed to know what the problem was.... Or didn't seem to care blaming Bosch?

 

It was a fault with the Bosch part and the bike needed to go back to the dealer for testing and to fit the new replacement parts. This really could have been a very very quick fix.

 

I'm sorry you don't seem happy with the system, but I really don't see how we could have done anything differently from our side.

 

Regards

Col.

Col There's a KTM motorcycle dealers close by in Halstead but they don't appear to have anything to do with ebikes. Hook of Holland/Rotterdam is closer in dry miles to an ebike dealer!

 

KudosDave - ta for the heads up was probably looking at a trip out to Kingston upon Thames area to see different dealers around that time to have a try out on different models depending if the NSA doesn't bring down the internet in the meantime ;-)

 

yes, I'm afraid being a KTM motorbike dealer doesn't give a retailer the automatic right to sell KTM bikes. We do sell to a few KTM motorbike stores but they have to have the right staff and give the bikes the priority they deserve.

 

We have dealers in Corringham and Hadleigh, or as mentioned above there are plenty in London. Or if you can get a bit further north, Gear4 in Peterborough are an excellent source of all things KTM.

 

Regards

Col.

Cheers for the answers Col - is that Hadleigh, Suffolk (relatively close to me) or Hadleigh, Essex?

Cheers for the answers Col - is that Hadleigh, Suffolk (relatively close to me) or Hadleigh, Essex?

 

ah, sorry its Hadleigh in Essex. Oh, and I forgot about The Electric Transort shop in Cambridge, they do a good number of KTMs, and we're about to open up a dealer in Bury St Edmonds, but I'm not sure if they will be selling eBikes.

 

However it does mean there are a good number of dealers relatively close.

 

Cheers

Col.

wissy probably chose her (superior quality) bike for reliability. I am aware that the problem she experienced is a one off, however, as it's rare, she should be compensated for the aggro and the days that she could not use her bike.

I reckon that each day is worth about 0.002 (0.2%) of the invoice value.

The dealer should foot the bill.

wissy's story illustrates clearly that there is an optimal role for each participant in the distribution chain.

Problems are aggravated when the bike is sold by mailorder by an LBS.

Col, perhaps you should give LBSs that sell your bikes mailorder a wider berth.

I know of companies giving their retailers 5% 'marketing funds' when the products are nicely displayed and only sold in the shop.

With regard to the speed of resolving issues, I think one stop shops have the edge and the prize for the best warranty goes to...(insert your brand here).

Edited March 19, 201412 yr by trex

The main issue was that Bosch reps said there was nothing wrong with the dials and so having followed their fault testing diagnosis checks there was nothing left to do but put up with this fault recurring, KTM UK would not replace (i think they agreed at one point?) under warranty so fault was 'allowed' by default to reoccur.... It came to a point where i just decided I had to put up woth the possibility the fault could continue and the poor retailer kept having to deal with this all the time. It seems there is a known fault with (not the dial headset thing) itself but if it is a. Tightened too tight or indeed b. Tightened to correct torque settings for dial on a KTM bike's handlebar .... something to do with handlebar thickness. The dials were absolutely fine and replacements ent and tested. So far the replacement dials work but i would not feel at all co ofrtable removing and replacing them or undoing the screw to make dial easily removable.

 

I do not want to quibble about what did happen / did not happen but wanted to let people know that in my opinion and experiences that KTM UK will not supply a replacement bike under warranty and that such claims by branded bike manufacturer may well be a load of codswollop.... I am allowed an opinion on this based on my experiences and this is it.

 

I do think it is completely unfair that the retailer is lumbered with having to sort out such issues and having pressures put on them (obviously) by customers and expected to liaise with different brands of component parts with all the additional costs accrued through no fault of their own. I have been ever so impressed with my retailer and the patience they have show and buy my spares from them and got bike serviced from them.

 

All i am saying is, from my experience, be they justified or not (KTM uk will of course debate this as they would be expected to unfortunately), i was not happy with KTM UK. I absolutely LOVE the bike but am stating that my experience with KTM UK on the warranty, communication, time etc issues has eroded my confidence in the brand and is the only reason why I would consider another brand (yes possibly back to consider haibike again) when I replace this bike.... That is a shame. this post is not meant to be a means to attack KTM uk but to use the forum to give my experience on the topic of warranty replacement of a complete bike. The retailer has gone above and beyond what I think should be expected of them and I have had replacement dials and also more recently screws, chainguard and a couple of dodgy lights on warranty. These were not related to the main issue of the KTM not working at all issue for a fair bit of time.

I had a gear fault with the hub on my KTM, the mail order dealer I bought my bike from had stopped selling KTM bikes and suggested I find a local dealer.

 

I contacted FLi the KTM importer and explained the dealer issue and the fault. I had clearly identified that it was the hub that was at fault.

 

Fli handled my warranty themselves by returning the wheel to Madison the Shimano importer, who replaced the hub internals. All of this was done in an efficient and prompt manner.

 

The new hub internals worked perfectly. So FLi get a big thumbs up from me, a very happy KTM rider.