Hey Boys and Girls:

I just got off the phone with American Suzuki in Brea, CA., 714-996-7040. I jumped on board with all you other owners, and had written them 2 weeks ago, expressing my concerns about the defective reverse idler gear in the ATV’s. I’m writing today to let you know GET OFF YOUR SEATS AND WRITE A LETTER, MAKE A CALL !!!

I spoke with customer service tech “Gabe”, and once we were on the phone, he asked me to hang on while he read my letter and got up to speed with me. Did you catch what I said...they actually scanned my letter into their system and it was on file when I called ! Gabe got back on the phone when he was done, and told me he would be right back after speaking with customer service manager, Mr. Brad Wright.

Gabe got back on the phone, and before he had a chance to brush me off, I said “if you’re going to tell me there’s no problem with the ATV and the ECM swap is your solution, I want to speak to someone else.” Gabe politely told me no, he wasn’t going to offer any excuse, but he wanted to let me know my letter had gone up the chain to Mr. Wright, and it was being reviewed “along with the others” and a corporate decision was being contemplated. Gabe assured me I would get a written response from Mr. Wright in the very near future. How refreshing !

I’m writing this to those of you who read these forums, to let you know your calls and letters are working. Seems we have the ball in motion, BUT DON’T QUIT NOW PEOPLE ! I’ve included the name and address below, for you to route your calls and letters. PLEASE help us help each other and spend the .37 cents it takes to voice your concerns. Don’t let your decision to buy this quad be a bad one. I’m hopeful Suzuki will permanently fix the problem, or at the very least, offer us a free 4 year extended warranty. However, they won’t be so inclined unless they have to take an hour a day to read the piles of complaint letters that are hopefully clogging up their desks.

If you need a copy of my complaint letter, to help draft your own, let me know.

Ronnie Lyons
Meridian, ID
cog4150@yahoo.com

Attn: Brad Wright
American Suzuki MC/ATV Cust. Service
P.O. Box 1100
Brea, CA 92822
714-996-7040

 

Good work man. I guess I'll have to do the same. If they get this issue resolved hopefully I'll have a KingQuad of my own parked in the garage by the end of the summer.

 

I agree with you. I have made 5 phone calls and they do keep record of each of them. I already bought the Warranty, but I want my quad to be a flagship like it was and is advertised as. Not a machine which had to be down graded and possibly brake down on me or get me hurt in the process. I think we should all continue the fight. Saddly they will probablly wait until someone gets hurt in a stituation requiring reverse and does not have it. I do like the quad, but I also know that Polaris, Kawasaki, Yamaha, and AC have all had issues with their big bores at some point and all have had recallls except AC which I am not aware of. The big issue is the fix for our quads costs alot more than the fixes required by the other companies.

 

Great. I am glad you where given some respect when you called. I have already written my letter. I mailed mine about a week before my reverse went out.

 

Thanks Ronnie,

I wrote my letter and will be mailing it tomorrow.

leadsled

 

..I've called 3 times and spend 1/2 hour or more each time...KEEP putting the pressure and heat on them...don't cuss or swear but demand suzuki replace it to your satisfaction ...they won't hang up on you..although after a half hour, THEY WEAR OUT.....LOL ..dont just write one letter, send a couple spaced out about a week apart.. .. keep calling and turn up the volume !!

 

Ronnie:
How about you attach your letter, or someone else for that matter. Then we can all sub in our information and quickly send out a complaint to Suzuki. I will draft something tonight, and attach it, if no one else does.

Thanks for the name & address, it makes it that much easier to address this concern.
-Jim

 

Hey guys...I think this says a ton about Suzuki. The fact that every call and letter recorded or saved should establish these guys as a class act. I hope that some of the negativity that has been uttered on this great site...can now be silenced.

 

Pastor:
Not to deny your claim, but documenting the calls & scanning our letters DOES NOT FIX my quad. Until they do that, I will be dissatisfied with Suzuki, and voice my opinion in that manner. I am not bashing Suzuki yet, as I will give them a little more time to come to a repair that meets everyone's needs. But as it currently stands, I could and would not ever recommend Suzuki products to anyone, since they will not stand behind their product. It seems to me that American Suzuki would rather lose the current King Quad owners and save a few dollars then spend more money to fix the ATV properly. Bottom line in my opinion: Suzuki is weighing the loss of a few customers VS the cost of repairing thousands of quads. Take into consideration that many or even most of these machines will never fail as they are not used in that manner, and Suzuki only lost a few hundred customers, but save what could be 1/4 million in repairs costs or more. You do the math, and then figure out why no real repair has been issued.

Just venting here guys. Not trying to upset anyone, just want to release my concerns.
Thanks,
Jimbo

 

Hi Jimbo:

I agree with you that merely saving my letter in their system doesn't fix our problem, but what impressed me was the fact my letter didn't end up in the trash can; i.e. someone had to take the time to read it and file it. I agree we must keep the pressure on, as it'll take a lot to get them to step up to the plate and pry their wallet open for a real fix.

I've been looking in the ATV mags for the "tech tips" or similar columns, a place to email the magazine and enlist their help in determining why Suzuki hasn't made a full commitment to repair. I can't find anything like that...they're in every motorcycle magazine I take, but none so far in the ATV's. Anyone have any hints?

Someone asked why I didn't post my letter here for all to see. I don't want your letter to be a direct copy of mine, with new name and address. Your letter should be your own words and feelings, your own frustrations and concerns. If Mr. Wright keeps getting the same letter over and over it loses its effectiveness, but I don't mind you reading mine to get your thoughts started.

Ronco