How does someone go about contacting someone at Ducati to complain about the crappy service dept. here in Vietnam, that will get something done? Its a joke. It looks like a recycling center and the certified mechanic is no longer there. They have some shade tree ***** that has only done work on scooters, that has no experience on a real bike. Have to have things done by the dealership to cover the warranty. So many Ducati owners are fed up over here.
Ducati service in Vietnam
- Thread starter krazee Kalvin
- Start date
Joined Mar 2013
3K Posts | 161+
Naples, IT
After 600 mile service, you can easily service bike for next 15,000 miles. Usually, as long as you use manufacturer recommended parts/fluids, keep all receipts and fill out maintenance log they will honor warranty claims not specifically caused by your handy work. I do all the work on my cars and have got serious warranty work covered with this proof.
But I'd say the 600 mile shakedown is pretty important by competent mechanic to catch faulty production errors. Sucks, man. I hope to hell if you complain enough, Ducati will threaten to pull the guys license if he doesn't get a certified mechanic.
But I'd say the 600 mile shakedown is pretty important by competent mechanic to catch faulty production errors. Sucks, man. I hope to hell if you complain enough, Ducati will threaten to pull the guys license if he doesn't get a certified mechanic.
The owner ripped off the original foreign investors out of the business. They sued, however they have not gotten any money yet out of him. So don't know what is boing to happen. I just can't believe Ducati would allow a service department like this.
Hi kalvin,
I am in Vietnam too and recently got myself a Hyperstrada and Yes....that service center looks like crap perhaps worst than crap! Ive made a complaint to its operation manager on this...hope they are going to do something about it.
I am in Vietnam too and recently got myself a Hyperstrada and Yes....that service center looks like crap perhaps worst than crap! Ive made a complaint to its operation manager on this...hope they are going to do something about it.
Rather do my own services and minor repairs. Can always go to Thailand for parts and accessories. Always enough friends coming from Auz, USA, and Canada eh. That is what most Ducati owners are doing anyway.
yeah! Post the pictures up.
We will share with the rest of the world. Pretty darn sure Audi will do something about it!
We will share with the rest of the world. Pretty darn sure Audi will do something about it!
In Thailand the service intervals are 7500 km not 15000 km or you loose the waranty on your bike...
Jef
Jef
Will see next time I go to Saigon. They where suppose to be bringing the service dept. to the dealership.
Joined Mar 2013
3K Posts | 161+
Naples, IT
Umm, I'm no lawyer but, if Ducati states a factory service interval and they eat the cost of warranty repairs, you're dealership would lose this battle the instance you went over their head.
I don't remember ever seeing a "*except for Thailand..." exemption.
Joined Nov 2013
1K Posts | 1+
Inland SoCal
Our Owner's Manual is for US and Canada. I would not rule out a different one with shorter intervals in places where the conditions warrant it. I'd think SE Asia qualifies.
Example - many cars sold here have shorter intervals if operated in Puerto Rico.
BTW I'm really enjoying the conversation with you Asian owners! I've been hanging out with old Brit bike types for too long, the change is refreshing.
Example - many cars sold here have shorter intervals if operated in Puerto Rico.
BTW I'm really enjoying the conversation with you Asian owners! I've been hanging out with old Brit bike types for too long, the change is refreshing.
When you download the Thai Manual you receive the GBR version and it states 15000 km as well.
As an European person I agree totally with you but *** (This Is Thailand)
What are you going to do ?
The bike breaks down, gets repaired and they ask to pay as you did not observe their 7500 service request.
No payment - no bike
Going to sue ? Here in Thailand ? As a foreigner ? ...
I send a mail to Ducati about it but did not get a reply.
Mind you, these things are keeping me from buying the bike as I think the Hyperstrada is just about perfect here.
Best regards ... jef
Joined Mar 2013
3K Posts | 161+
Naples, IT
Usually, dealers will "recommend" added service intervals purely to make $$$. With today's manufacturing tolerances it's not required. A company has to live by their stated service schedule or face going broke over recalls, warranty repairs and class action lawsuits.
Here's how I would handle it in the USA:
1. Politely point out to dealer the stated maintenance schedule in your manual.
2. Carefully ask exactly what is performed in this irregular service visit (my shop recommended 7500 mi oil change but didn't care who did it).
3. If he continues to threaten consequences, ask for the regional/district manager.
4. If still not satisfied, obtain a corporate phone #.
The downside is you could poison the relationship with your dealer and I'm sure he can refuse service to whomever he wishes. Have you talked with other customers?
Here's how I would handle it in the USA:
1. Politely point out to dealer the stated maintenance schedule in your manual.
2. Carefully ask exactly what is performed in this irregular service visit (my shop recommended 7500 mi oil change but didn't care who did it).
3. If he continues to threaten consequences, ask for the regional/district manager.
4. If still not satisfied, obtain a corporate phone #.
The downside is you could poison the relationship with your dealer and I'm sure he can refuse service to whomever he wishes. Have you talked with other customers?
I also got bad experiences with DUC service department in Hanoi. I am not sure about Duc service dept in Ho Chi Minh city, although I heard its mechanics are much better.
I bought a Hyperstrada from Hanoi DUC dealer in Dec last year and experienced engine stalls a couples of time, in the first 1000 km. I did some research in this forum, and I found that some Hyperstrada owners also have the same problems. Most of them got the problems fixed by updating the ECU at the dealers.
I brought it in last week, at that time the mechanic (his name is Đức) couldn't tell how it could happen or what he could do to fix the problems, so I showed him the thread from this forum suggesting about ECU update. Two days later he called me and said the reason might be poor quality petrol and all what he could do was to add a bottle of fuel additive (produced by Yamaha Vietnam) to the petrol.
After I came to collect my bike and drove it home, I realised that the bike had such a strange engine sounds and it somewhat lost its robustness. But the worst thing was my customised Ducabike handle clamp and pump protector were damaged and the carbon fiber inlays were missing. I called Đức, but he insisted that the Ducabike stuffs were untouched during service process. He denied any wrong doings of himself or his colleagues, but passed all problems to my side saying that I accidentally peeled the carbon inlays off when I washed my bike with high pressure water pump!
Unlucky for him and lucky for me, two days before when my bike was still in the service dept, a guy in the DUC Hanoi sale department took some photos of my bike and posted them in his Facebook (he already added me as friend). The photos showed both of customised parts still had the carbon inlays on them. So those photos are my proofs. I talked to DUC hanoi manager and she accepted the faults and said that they would order the new parts and replace them for me, but she couldn't say when. I asked her for a report, with signatures of witnesses, but she refused.
Sorry for long talking, but DUC Hanoi has shown no professionalism to customers at all. Its mechanics are incompetent, irresponsible, unhonest and collusive.
I bought a Hyperstrada from Hanoi DUC dealer in Dec last year and experienced engine stalls a couples of time, in the first 1000 km. I did some research in this forum, and I found that some Hyperstrada owners also have the same problems. Most of them got the problems fixed by updating the ECU at the dealers.
I brought it in last week, at that time the mechanic (his name is Đức) couldn't tell how it could happen or what he could do to fix the problems, so I showed him the thread from this forum suggesting about ECU update. Two days later he called me and said the reason might be poor quality petrol and all what he could do was to add a bottle of fuel additive (produced by Yamaha Vietnam) to the petrol.
After I came to collect my bike and drove it home, I realised that the bike had such a strange engine sounds and it somewhat lost its robustness. But the worst thing was my customised Ducabike handle clamp and pump protector were damaged and the carbon fiber inlays were missing. I called Đức, but he insisted that the Ducabike stuffs were untouched during service process. He denied any wrong doings of himself or his colleagues, but passed all problems to my side saying that I accidentally peeled the carbon inlays off when I washed my bike with high pressure water pump!
Unlucky for him and lucky for me, two days before when my bike was still in the service dept, a guy in the DUC Hanoi sale department took some photos of my bike and posted them in his Facebook (he already added me as friend). The photos showed both of customised parts still had the carbon inlays on them. So those photos are my proofs. I talked to DUC hanoi manager and she accepted the faults and said that they would order the new parts and replace them for me, but she couldn't say when. I asked her for a report, with signatures of witnesses, but she refused.
Sorry for long talking, but DUC Hanoi has shown no professionalism to customers at all. Its mechanics are incompetent, irresponsible, unhonest and collusive.
Joined Mar 2013
3K Posts | 161+
Naples, IT
I'd be more worried if they thrashed the bike on joy rides than the carbon fiber decals. Maybe think about buying a GPS tracker and keep an eye on it next time it has an extended stay.
How's the motor? I think you are well within your rights to write a concerned letter to Duc's corporate office.
How's the motor? I think you are well within your rights to write a concerned letter to Duc's corporate office.
I agree with you. The cosmetic things are not as much as important as the safety of the bike. I concern more about whether the mechanics honestly follow service procedures or not. Until now, I still couldn't understand the reason for them to peel off the carbon fiber inlays. Perhaps, it's more related to individual attitudes of mechanics than their skills!
I haven't ridden my Hyper much since I got it back ( I only use it on the weekends), so I will ride it for a while to get the exact feeling before making any further judgement. I will as well try to ride my friend Hyperstrada (his bike is just two months old and doesn't have stalling issues) , just to compare the robustness between two engines. The DUC Hanoi manager assured me that they will look into my bike carefully should any things happen again. They could even bring in an expert from Ho Chi Minh City to deal with the issue, I was told. To be fair, except my bad experience with service department, sale staffs and the manager of DUC Hanoi have been courteous to me.
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Joined Nov 2013
1K Posts | 1+
Inland SoCal
That's not enough for me. Good service is of paramount importance. I used to do biz with a local multi-line dealer, owned by a Very Famous ex-racer. His service department took my wife's SV in to simply install the riveted master link (I rode it there with the clip link, as I did not have the correct staking tool). That was on a Tuesday. On Friday I trucked it home with a zip-tie holding the chain together. The 'mechanic' did not check if he had the tool before removing the clip link and breaking it in the process, and then blamed me. They 'ordered' the tool but it was back ordered - I was not notified. So I told them "good bye." Thirty years ago that VFxR laid off a buddy, and I stayed away until a few years ago.
And so I went to Newport Beach and bought a Ducati.
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you're in much better shape. here in manila, after the 1000-km service was done, i was told to bring it back for oil change at 5000 kms, so i did. after that was done, was told to come back again to change oil at 10-12,000 kms, then 15,000 kms. i paid for labor and materials everytime. when i explained what was written in the manual, the wrench told me they don't follow the service intervals as stated because they take extra precautions given that the bike is being operated at higher temperatures and humidity compared to europe where it was originally designed and operated in. really don't know what to make of it, if i was being ripped off or my bike just being pampered with tlc
can't complain with their service, though and they always offer me coffee and snacks everytime i pull up at their front door
Joined Nov 2013
1K Posts | 1+
Inland SoCal
Those oil changes are right about what I intend to do to my Strada. I am quite skeptical about the very long intervals called for in the manual; especially when - oh, BTW - they also want it done every 12 months. Who rides their Hyper 9k miles in less than a year? It's all marketing; Ducatis have had very short intervals in the past and that had to hurt sales. Certainly kept me away.
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