Complaint – New Aprilia Tuareg. Documented sequence of events – in short
| date | Dealer or mine info | |
| 29.06.2022 | Paid an invoice for my Tuareg and picked up my bike | |
| 28.07.2022 | The official dealer accepted my complaint document (I have a signed copy of document by dealer at this date) – BalticMotors Poland | |
| 11.08.2022 | Info from a official dealer of Aprilia – BalticMotors Poland | Dealer: Thank you for your submission. We will contact you after the liquidation process has been completed. |
| 18.08.2022 | I received a phone call from BalticMotors Polska informing me that Aprilia, the manufacturer, responded to my complaint by recommending that the rust be cleaned and an anti-corrosion agent be sprayed. | |
| 18.08.2022 | My response to a dealer via e-mail | Dear Sir/Madam, We are writing to bring to your attention an issue with the new motorcycle purchased from your company. We have not received any proposals from your side to remedy the hidden defect or exchange the motorcycle for one free of defects. We kindly request your proposals within a non-extendable deadline, which is the end of this calendar month, August 2022. Please be advised that an oral proposal made today by your company representative did not provide a satisfactory resolution to the issue. If we do not receive a satisfactory proposal from you within this timeframe, we will have no choice but to take legal action to enforce our rights. We appreciate your attention to this matter and hope for a swift resolution. Sincerely, |
| 19.08.2022 | Dealer BalticMoros response (no contact from superiors at all) | Dear Sir/Madam, After analyzing the reported corrosion issue, we would like to propose the removal of the defect through a free-of-charge repair of the motorcycle under the manufacturer’s warranty. Please contact us to schedule a repair date. Please note that the technological repair time is approximately 2 weeks. I have also provided your contact phone number to my superiors to discuss the situation. We appreciate your cooperation and hope to resolve this issue to your satisfaction. Sincerely, |
| 19.08.2022 | My response | Dear Sir/Madam, We kindly request a detailed explanation of the repair method proposed by your company. Thank you in advance for your prompt response and cooperation. Sincerely, |
| 29.08.2022 | Response of a Dealer of Aprilia (Official Aprilia dealer’s response that, according to my knowledge, violates consumer rights.) | Dear Madam, The repair will be carried out according to the manufacturer’s recommendations by an authorized service center, and will result in a complete removal of the reported defect. We cannot disclose any technical details. Of course, the repair will be covered by further warranty and guarantee. Please let us know if you would like us to arrange for the motorcycle to be picked up for repair, or if you prefer to opt out of the free-of-charge repair by the authorized service center. Thank you for your cooperation. Sincerely, |
| 01.09.2022 | My mail to a dealer of Aprilia BalticMotors Poland | Dear Sir/Madam, I am writing to inform you that withholding information regarding the repair of my motorcycle is unlawful. If you are unwilling to resolve this matter amicably, I will be forced to seek the opinion of a independent automotive expert with court accreditation and pursue legal action. I kindly request that you provide me with a clear and comprehensive report on the repairs performed on my motorcycle, including all relevant details such as the methods used and the parts replaced. Please note that I take this matter seriously and expect a prompt and satisfactory response. Sincerely, |
| 07.09.2022 | Dealer response (Coercion by the dealer. I had to hand over my motorcycle without knowing what they would really do with it under the threat of losing the warranty. What would you do in my situation?) | Dear Madam, We would like to reiterate that we are prepared to remedy the reported defect. To this end, please contact us to arrange a repair date. As we acknowledge your claim, we see no reason to refer the matter to court, as we wish to meet your expectations. However, we cannot carry out the repair due to the lack of the motorcycle. At the same time, please be informed that we do not disclose technical details of the repairs carried out, as they are considered trade secrets of the manufacturer’s technology. Nevertheless, the repair will be performed in accordance with the manufacturer’s recommendations and will be covered by further warranty. Please inform us by the end of September 2022 whether you agree to the repair. Failure to contact us to arrange a repair date and to provide the motorcycle will be considered a refusal to authorize the repair. Sincerely, |
| 12.09.2022 | Contacting a independent automotive expert with court accreditation | Until September 12th, I tried to find out on my own whether the dealer could do whatever they wanted with my motorcycle without informing me of what they were going to do. I gave up and on September 12th, I contacted a independent automotive expert with court accreditation. It is worth noting that I was informed by the expert that any additional fees related to the repair or assessment process would be the responsibility of the dealer and not mine. However, I have been incurring additional costs for the independent automotive expert ever since. |
| 21.09.2022 | My mail to a dealer of Aprilia BalticMotors Poland | Dear Sir/Madam, I kindly request answers to the following questions: What is the warranty period for the motorcycle frame? What is the warranty period for the paintwork? What is your proposed solution if corrosion occurs within 2 years after repair? What is your proposed solution if corrosion occurs on the frame after more than 2 years, but during the warranty period? Sincerely, |
| 29.09.2022 | Dealer response | Hello, The manufacturer’s warranty period for the motorcycle frame covers 24 months from the date of purchase. The manufacturer’s warranty period for the paint coating covers 24 months from the date of purchase. If there are corrosion spots appearing in the repaired area after our repair work, further steps will depend on the cause of the corrosion. It is possible that a re-repair will be carried out in that area under warranty. The manufacturer’s warranty period for the motorcycle will expire before the end of two years from the date of our repair work. Furthermore, prior to beginning the motorcycle repair work, we will conduct an inspection and create a detailed photographic documentation of the paint coating of the frame and welding spots of the motorcycle frame. Please note that the deadline for scheduling a motorcycle repair is September 30, 2022, with the understanding that failure to do so will be considered a waiver of the offered repair. |
| 29.09.2022 | My response | Good morning, I would like to request a repair appointment. Can you please let me know the available dates? |
| 10.10.2022 | Dealer response | Hello, We will inform you tomorrow about the scheduled date of the repair. We will need the motorcycle for approximately one week in order to carry out the repair, as well as to conduct an inspection of other critical welds on the frame and to allow for proper application of protective coatings. Best regards, |
| 17.10.2022 | I bring my bike to a dealer | |
| many mails “when my bike will be ready?” | ||
| 23.02.2023 | mail from a dealer | Hello, I would like to inform you that your vehicle is ready for pickup. The repair has been carried out in accordance with the procedures and technical guidelines of the motorcycle manufacturer and importer. Additionally, we have installed the side handlebars that you provided. You can pick up the vehicle during our business hours (Mon-Fri 9:00am-5:00pm, Sat 9:00am-2:00pm). |
| 02.03.2023 | Attempting to obtain documents from Liberty Motors – Official Distributor in Poland for Piaggio Group Brands | On March 2nd, the appraiser requested Liberty Motors for the manufacturer’s repair guidelines and photos taken before the repair. The first response from Liberty Motors – Official Distributor in Poland for Piaggio Group Brands stated in writing that there was no entry in the manufacturer’s database regarding my motorcycle: “Unfortunately, Piaggio has no record of this issue in their history. The only thing I found was some incorrect information that did not relate to this repair. I have already requested an official statement from the factory a few days ago, but I have not received a response yet. I would like to hear your opinion on the repair.” On the next day, March 3rd, during a phone conversation between the appraiser and Liberty Co., an employee of the company promised to provide the documents as soon as possible. Both the appraiser and I have since requested these documents, but we have not received them to this day. |
| 03.03.2023 | Despite my requests to be informed about the motorcycle pickup date earlier, I was informed at the last minute. We went there with an appraiser at a time that was possible for him. | During repairs, the motorcycle frame was scratched (which was documented by my expert with photographs). I was told that I am not entitled to any compensation for the wasted time and nerves, as well as the decrease in the value of the motorcycle. The motorcycle frame was welded and repainted in certain spots. In a colloquial manner, I was told that the motorcycle is now functioning properly, and I should take it and go. Due to the fact that the Aprilia motorcycle dealer, BalticMotors Gdańsk in Poland, did not disclose how they would repair my motorcycle during my complaint process, despite my requests, I am uncertain whether they followed the manufacturer’s guidelines. It is crucial to know whether the repair was done correctly, as it would ensure that my warranty has not been voided. Therefore, I requested information regarding the official registration of my complaint by the dealer to Aprilia, called “Claim.” This report would contain information about what the manufacturer recommended for my case. The dealer informed me that the manufacturer only recommended spraying the corrosion focus with an anti-corrosion solution. However, under pressure from the dealer to Aprilia, the manufacturer eventually appointed a technique to repair the frame of my motorcycle, but it took a long time to do so. I would like to see the details of the repair before I pick up my motorcycle, as once I take it from the dealer, it will be too late. I am afraid that I will not receive any documents if I don’t see them before then. I requested this information during the inspection of the “repaired motorcycle” on March 3rd, but to this day (March 19th), I have not received these documents. As a result, I cannot pick up my motorcycle, and a independent automotive expert with court accreditation cannot close the report on my motorcycle. I sent my request for these documents via email to three recipients: BalticMotors, the official dealer in Gdańsk from whom I purchased my motorcycle, Liberty Corporation (Liberty Corp Sp. z o.o.), and Aprilia Polska (aprilia@apriliapolska.pl). I made this request with the hope that someone would take notice of my situation. Unfortunately, that has not been the case. If I receive this information, I will upload it to the website along with the expert’s report. |
| 10.03.2023 | Response from a dealer Baltic Motors | “I received confirmation that the vehicle inspection will take place on Monday, March 13th. The photographic documentation of the frame before the repair will be included in the appraiser’s documentation. Additionally, we will also attach a report regarding the importer’s claim to the manufacturer (claim 6367271) to the documentation. This way, you will have all the information compiled in one set of documents.” |
Leave a Reply