My R1 Thread :D

[sidverma]

missed the orignal one man ,
that was gr8 ,

[Samarth 619]

There is a LOT to update...but Akhil and I are late for a dinner appointment. Updates soon after we get back

GS Bro, Give me good news man. I don't want Akhil's dream to rust like that...

I'm praying that The "One" returns to where it rightfully belongs ... The Freeway!

Waiting eagerly ...

[gsferrari]

Whoa!

Things are still status quo as far as "Phwoar" is concerned. The major event so far was that we roped in two representatives from Yamaha South (Siddarth - Sales Manager for Karnataka -and- Ramprasad - Sales Head for Bangalore) for a sit-down at Bangalore Wheels showroom. Mr. Prabhu of Bangalore Wheels was also present.

Akhil, me and Pavan (friend) were across the table from the Yammie guys for 1 hour meeting on two points:
1. My MT01 booking
2. Akhil's after-sales-support issues

I'd like to believe that we represented the point of view of a customer pretty strongly given the circumstances and at the end of the meeting the following was agreed upon:

1. Yamaha service structure needs a complete overhaul and more technical expertise in the areas of diagnosis and preventive maintenance

2. Customer service needs to take higher priority and the service division has to be answerable to the sales division and not the other way around

3. In Akhil's case it was clearly demonstrated that standard procedures were not adhered to during diagnosis, remediation and logistics. The resulting delays and inconvenience caused to Akhil was acknowledged.

4. For my personal benefit and for the general benefit of Yamaha customers, I recommended signing off on SLAs with the customer and adhering to these strictly. Metrics such as MTTN and MTTR (Mean Time to Notify -and- Mean Time to Rectify) need to be adopted regardless of the value of the product. Siddarth has agreed to take this up in a meeting with the New Delhi people on Monday and will communicate to me on Tuesday.

5. We raised the issue about the bike being stuck in "Under Service" status for over 3 months. We are pushing for extension of the 2-year warranty by the same period.

6. We raised the issue of possible denial of warranty for the new "Head". It is clear that the engine "Head" is NOT a consumable and therefore clearly qualifies for full and unconditional warranty. This was acknowledged by the dealer AND by the Yamaha reps.

7. We raised the issue of the yamaha service head refusing to order new Valves for the replacement head. Note that the valves and valve guides of cylinder 3 were damaged. However, it is the opinion of several experienced superbike mechanics, the Dealer and the Dealership service supervisor that mating "Used Valves" with a new "Head" will result in less than optimum performance and engine life. We along with the dealer pushed the Yamaha service head to replace ALL valves as well while replacing the head. The service head agreed to this over the phone and will revert with parts availability on Monday morning. The dealer has taken responsibility to ensure that the parts are ordered.

8. On the issue of delays in shipment of my MT01, the yamaha representatives expressed helplessness due to certain procedural vagaries outside their jurisdiction. I have however resigned myself to the fact that I will only see the vehicle somewhere around the end of this month.

9. More importantly, I assured Yamaha that in event of a similar malfunction with my motorcycle, the same level of temperamental generosity extended by Akhil would not be available to them. I insisted on signed and documented SLAs to which Yamaha refused outright. This non-cooperative attitude will be taken into consideration when I raise action on service issues.

10. Yamaha was unwilling to put pen to paper and commit to any dates for resolving Akhil's problems. It is also astonishing that the Regional Sales manager was unaware of Akhil's travails until 2 weeks ago. This clearly demonstrates the vast communication and procedural fallacies of Yamaha's support processes.

11. Akhil and I are working on a list of known defects/recalls for the Yamaha MT01. The findings will be presented to Yamaha for spot verification and rectification under warranty.

In conclusion, it is still a waiting game for Akhil and myself...we will have more to say on this on Tuesday.

[sukant08]

Whoa!

Things are still status quo as far as "Phwoar" is concerned. The major event so far was that we roped in two representatives from Yamaha South (Siddarth - Sales Manager for Karnataka -and- Ramprasad - Sales Head for Bangalore) for a sit-down at Bangalore Wheels showroom. Mr. Prabhu of Bangalore Wheels was also present.

Akhil, me and Pavan (friend) were across the table from the Yammie guys for 1 hour meeting on two points:
1. My MT01 booking
2. Akhil's after-sales-support issues

I'd like to believe that we represented the point of view of a customer pretty strongly given the circumstances and at the end of the meeting the following was agreed upon:

1. Yamaha service structure needs a complete overhaul and more technical expertise in the areas of diagnosis and preventive maintenance

2. Customer service needs to take higher priority and the service division has to be answerable to the sales division and not the other way around

3. In Akhil's case it was clearly demonstrated that standard procedures were not adhered to during diagnosis, remediation and logistics. The resulting delays and inconvenience caused to Akhil was acknowledged.

4. For my personal benefit and for the general benefit of Yamaha customers, I recommended signing off on SLAs with the customer and adhering to these strictly. Metrics such as MTTN and MTTR (Mean Time to Notify -and- Mean Time to Rectify) need to be adopted regardless of the value of the product. Siddarth has agreed to take this up in a meeting with the New Delhi people on Monday and will communicate to me on Tuesday.

5. We raised the issue about the bike being stuck in "Under Service" status for over 3 months. We are pushing for extension of the 2-year warranty by the same period.

6. We raised the issue of possible denial of warranty for the new "Head". It is clear that the engine "Head" is NOT a consumable and therefore clearly qualifies for full and unconditional warranty. This was acknowledged by the dealer AND by the Yamaha reps.

7. We raised the issue of the yamaha service head refusing to order new Valves for the replacement head. Note that the valves and valve guides of cylinder 3 were damaged. However, it is the opinion of several experienced superbike mechanics, the Dealer and the Dealership service supervisor that mating "Used Valves" with a new "Head" will result in less than optimum performance and engine life. We along with the dealer pushed the Yamaha service head to replace ALL valves as well while replacing the head. The service head agreed to this over the phone and will revert with parts availability on Monday morning. The dealer has taken responsibility to ensure that the parts are ordered.

8. On the issue of delays in shipment of my MT01, the yamaha representatives expressed helplessness due to certain procedural vagaries outside their jurisdiction. I have however resigned myself to the fact that I will only see the vehicle somewhere around the end of this month.

9. More importantly, I assured Yamaha that in event of a similar malfunction with my motorcycle, the same level of temperamental generosity extended by Akhil would not be available to them. I insisted on signed and documented SLAs to which Yamaha refused outright. This non-cooperative attitude will be taken into consideration when I raise action on service issues.

10. Yamaha was unwilling to put pen to paper and commit to any dates for resolving Akhil's problems. It is also astonishing that the Regional Sales manager was unaware of Akhil's travails until 2 weeks ago. This clearly demonstrates the vast communication and procedural fallacies of Yamaha's support processes.

11. Akhil and I are working on a list of known defects/recalls for the Yamaha MT01. The findings will be presented to Yamaha for spot verification and rectification under warranty.

In conclusion, it is still a waiting game for Akhil and myself...we will have more to say on this on Tuesday.

Awesome man, just awesome !!
Glad you guys are holding Yamaha by the balls !! Finally the consumer is fighting back .
IIRC, there is some law in US wherein a company will have to rectify/replace the faulty part under warrenty within a time frame, otherwise there is severe penalties !!
we shud check if there are similar 'lemon' laws in India tho !!

I kno you pple won't need it, but feel free if any time you pple need us to stand by u !!
I mean in front of the Yamaha guys, giving them the 'look' !!

[strider]

Way to go guys....
+1 on the SLAs....
I am very sure u guys have shaken the hell out of Yamaha India...
But there still isnt any clarity as to when Akhil's bike shall see some tarmac...
Really looking forward to see Akhil's R1 and your MT01 on the streets...

[MavericK46]

So thats why rossiter's been completely unavailable since the past couple of days !
The meeting seems to have brought some issues to the fore and Yamaha India appear to be considering the same and are responding somewhat amiably(?) is what I could understand from the minutes

@gs: So the kodo idea has hit you real hard this time round eh gs. A very advance congrats and touchwood too from my end

@Akhil: Hope things keep getting better henceforth. Especially since the s*t finally hit the fan last week and all the 'selling' thoughts had started creeping in. Will call you sometime soon. By then i get to talk to a much happier rossiter

Cheers !

[silver_falcon_46]

Good stuff. I hope Yamaha adheres to the commitments.

[Aparajith]

Sad to see that at times it requires a real hard whack to get things moving!!! Good that finally some representative from Yam has come up to hear ur problems. Hopefully this changes the plans of u both - GS and Akhil. Lets see how things continue! I will reserve my judgement till then.

[dual disc 200]

That was a great news from u guys!!! Hope to see ur R1 back soon!

[gsferrari]

Thanks to Akhil and a friend of his, I scored my first ride on the MT01 and all I can say is that I am now infected by the Kodo Virus.

If you guys haven't had a chance to experience the MT01 first-hand...you are in for a BIG shock

[augusta]

^BIG I suppose is too small a word for it. Best of luck for the ride mate. And hope all goes well on Rossiter's part.

[silver_falcon_46]

Thanks to Akhil and a friend of his, I scored my first ride on the MT01 and all I can say is that I am now infected by the Kodo Virus.

If you guys haven't had a chance to experience the MT01 first-hand...you are in for a BIG shock

Give us a brief ride report will you?

[Shivanshu]

Good to see that atleast someone was their from yamaha to listen to your problem.... but then I cant complain but as per me it should have happen before...but as they say "better late than never".. Now I am keeping my fingers crossed to read on this thread that Rossi's R1 problem would be fixed asap and MT01 would come in soon and with betetr customer service so all the best buddy keep us updated

[bprags]

Give us a brief ride report will you?

+1. @GS plz post the MT-01 ride report in a new thread.

[ken cool]

Read through that entire post of GS. Sounds pretty neat verbally. Nothing is on paper as yet. Wonder how far they are going to implement what you guys scored across the table there. Getting a head and those valves should not take longer than 10 days. Replacing them and getting the bike ready not more than 3. But I really do not know how long India Yamaha is gonna take. Some more waiting game!