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Author Topic: My New G5 UCE has been recalled  (Read 2420 times)

singhg5

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My New G5 UCE has been recalled
« on: June 08, 2009, 03:17:34 PM »
Recently Mr. Kevin Mahoney called to inform me that my UCE G5 Efi has been recalled  :( .  The clearance in transmission is less than it should be and it can cause  problems at high speeds.  He said that RE is making parts that will take 2 weeks or so, then it will be shipped, and then my bike will be fixed.  I asked him to supply me another bike while mine gets fixed - he said he will try but cannot promise.

It was nice of him to call me personally but not being able to ride for the next 4 weeks or so is pretty upsetting.  I understand that recalls happen in small or big companies of all kinds of industries and this is one of them.  What happens WHILE the necessary changes are made is crucial for the buyer.  Those who spent money and bought the product did so because we like it and want it to succeed - so why not get it right and get things fixed now before it is too late and save a lot of headache later.   

I sincerely hope that Mr. Mahoney's 'cannot promise' turns into a 'yes, I will get you one' that will definitely put a positive spin on my experience.  Just as JamesC5 of UK got a bike to ride while his new C5 was getting fixed, why not provide a bike to US customers when ours are getting repaired ?  This recall can be turned into a positive experience for buyers if properly backed by the dealers and CMW. 



1970's Jawa /  Yezdi
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ace.cafe

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Re: My New G5 UCE has been recalled
« Reply #1 on: June 08, 2009, 03:48:49 PM »
Hi Singhg5,
That's a bummer.
As you pointed out, it IS better to get it taken care of before it could have become an issue to you while riding.

I'm sure that CMW will do what they can for you. Remember, unlike the UK, the US is a pretty big place, and it can be difficult to transport things long distances here. If a nearby dealer provides a loaner bike, that has to be worked out with the dealer first.
So,  there might be something in the works that takes a little time to get organized, if they can swing it.
Hopefully, the issue will be solved quickly enough so that it wouldn't even be necessary.

Anyway, good luck with it, and we hope you get your G5 real soon.
I'm sure that Kevin and CMW really appreciate your support of the RE brand, and the new models.
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Leonard

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Re: My New G5 UCE has been recalled
« Reply #2 on: June 08, 2009, 05:02:34 PM »
I haven't owned any new big name bikes in recent years.  Does anyone know their policy regarding situations such as this?  I except a loner if my new car goes in for long term warranty work but guess it would never enter my mind with a bike.  It will be interesting to see how this turns out.
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JamesC5

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Re: My New G5 UCE has been recalled
« Reply #3 on: June 08, 2009, 05:37:25 PM »
Hey man

REALLY bummed to see this, I hope you get some better luck and service than I have. Usually the dealer you bought from will provide a loaner. I bought my bike from GV in Taunton but broke down in Torquay which is a bit of distance away. Seeing as Witsonian Squire, the UK distributer, was coming down to get mine I asked (several times) for a loaner and got an old Electra.

Course that took almost two weeks, where I had nothing, cost me some work and alot of nice riding weather having no wheels.

So now I'm wondering what exactly is this recall? I'd imagine all UCE engines would be affected, they're the same engine aren't they? Maybe that's why my calls are being ignored at WS, my bike is probably not going anywhere for a long time.

2009 Royal Enfield Bullet Classic C5
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t120rbullet

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Re: My New G5 UCE has been recalled
« Reply #4 on: June 08, 2009, 06:06:16 PM »
I haven't owned any new big name bikes in recent years.  Does anyone know their policy regarding situations such as this?  I except a loner if my new car goes in for long term warranty work but guess it would never enter my mind with a bike.  It will be interesting to see how this turns out.


My $20K ElectraGlide spent 9 weeks in the dealer it's first year and I never got a complimentary cup of coffee much less a loaner out of the deal.
They never even called me to tell me it was done.

From what I understand this recall only affects 5 bikes in the US. Harley wouldn't even send out a postcard for that. They would just wait until someone got killed on it and hand it over to their legal team. Done deal.
With a personal phone call from the importer your way ahead of the game as compared to HD.
CJ


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BigDon

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Re: My New G5 UCE has been recalled
« Reply #5 on: June 08, 2009, 06:57:09 PM »
Recently Mr. Kevin Mahoney called to inform me that my UCE G5 Efi has been recalled  :( .  The clearance in transmission is less than it should be and it can cause  problems at high speeds.  He said that RE is making parts that will take 2 weeks or so, then it will be shipped, and then my bike will be fixed.  I asked him to supply me another bike while mine gets fixed - he said he will try but cannot promise.

It was nice of him to call me personally but not being able to ride for the next 4 weeks or so is pretty upsetting.  I understand that recalls happen in small or big companies of all kinds of industries and this is one of them.  What happens WHILE the necessary changes are made is crucial for the buyer.  Those who spent money and bought the product did so because we like it and want it to succeed - so why not get it right and get things fixed now before it is too late and save a lot of headache later.   

I sincerely hope that Mr. Mahoney's 'cannot promise' turns into a 'yes, I will get you one' that will definitely put a positive spin on my experience.  Just as JamesC5 of UK got a bike to ride while his new C5 was getting fixed, why not provide a bike to US customers when ours are getting repaired ?  This recall can be turned into a positive experience for buyers if properly backed by the dealers and CMW. 


I doubt you would get a loaner from Honda, Suzuki, Yamaha or Kawasaki on a recall notice.

You would only get a loaner on a car from the high end dealers like BMW, Mercedes, etc. or if you had a long term relationship with your Chevy/Ford/Dodge dealer.

Don't get me wrong, I love my RE but we did not pay a BMW type premium price for them and to expect those perks without paying the "price" maybe unrealistic.

BigDon
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Re: My New G5 UCE has been recalled
« Reply #6 on: June 08, 2009, 07:01:21 PM »
Quote from: BigDon  link=topic=4483.msg50533#msg50533 date=1244487429
I doubt you would get a loaner from Honda, Suzuki, Yamaha or Kawasaki on a recall notice.

You would only get a loaner on a car from the high end dealers like BMW, Mercedes, etc. or if you had a long term relationship with your Chevy/Ford/Dodge dealer.

Don't get me wrong, I love my RE but we did not pay a BMW type premium price for them and to expect those perks without paying the "price" maybe unrealistic.



Might just be my dealer, but when I ordered my Honda Fit last June, I got a free loaner until it arrived at the dealership. And when I had to have warranty work done on the Fit, I got another free loaner during that time. I think it depends less on the brand and more on the dealer (and I'd never dealt with this dealership before). Some mechanics around here will give you a loaner while they work on your car, some will charge for it, some don't do it at all. Kind of a crapshoot.

portisheadric

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Re: My New G5 UCE has been recalled
« Reply #7 on: June 08, 2009, 07:54:20 PM »
When I took my 650 BMW in for a service, my local Motoradd dealer tried to palm me off with some cr&p 1200c Cruiser as a loan bike for the day. 
After previously forcing me to take a demonstrator home for a couple of days over an August bank holiday weekend you would have thought he would have known better than to pull a stunt like that.

Prior to that when my 1150 went in for some recall work the dealer insisted on collecting it from my house and left me with LAST years 1100 as a loan biker until the work on my 1150 was completed. Pah.

Everytime I went into the shop they forced me to drink a cup of freshly made coffee.

 You're right, you  just can't get good customer service anymore  ;)

BigDon

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Re: My New G5 UCE has been recalled
« Reply #8 on: June 08, 2009, 08:43:45 PM »
Might just be my dealer, but when I ordered my Honda Fit last June, I got a free loaner until it arrived at the dealership. And when I had to have warranty work done on the Fit, I got another free loaner during that time. I think it depends less on the brand and more on the dealer (and I'd never dealt with this dealership before). Some mechanics around here will give you a loaner while they work on your car, some will charge for it, some don't do it at all. Kind of a crapshoot.

I meant a Honda "Motorcycle" Dealer.
BigDon
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r80rt

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Re: My New G5 UCE has been recalled
« Reply #9 on: June 08, 2009, 10:41:10 PM »
I'm sorry to hear about your bike. I'm sure you'll taken care of properly, loaner or not.
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singhg5

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Re: My New G5 UCE has been recalled
« Reply #10 on: June 09, 2009, 04:00:54 AM »
Thank you all for your input and experiences in this matter.  I am sure that some people are working hard to get this recall taken care off as efficiently as possible. 

Hello CJ -

What you have written about HD is interesting because before I had bought a bike, I visited HD dealer and they completely ignored me that I was even theres.  So I decided not to got there again.

Then I went to  Yamaha, Triumph and Honda dealers in NJ.  Out of all of them, Burgers Honda dealer in Three Bridges in NJ was absolsutely amazing.  They knew I was not buying a bike because I asked them where can I take my young son to ride a bike for one summer day, and where can I rent a bike ?  Not only they gave me a list of places in PA and other near by states but also brochures of Honda motorcycles etc.  I was completely attended to.  That day I decided that when I buy a bike, I will buy from them.  That summer I did not buy bike.

More than a year passed before I actually bought a bike.  I went back to them and bought a Honda Nighthawk and told them that even though we are doing a transaction today, but you had already sold me a bike a year ago (only they did not know about it).  I then bought motorcycle gear and other items from them over the next 2 years.  I still visit them and order some things from their parts department, who are also wonderful and knowledgeable. 

My point is when HD loses, Honda wins and the generotsity and sincerity of dealer wins customers and their loyalty.


My $20K ElectraGlide spent 9 weeks in the dealer it's first year and I never got a complimentary cup of coffee much less a loaner out of the deal.
They never even called me to tell me it was done.

From what I understand this recall only affects 5 bikes in the US. Harley wouldn't even send out a postcard for that. They would just wait until someone got killed on it and hand it over to their legal team. Done deal.
With a personal phone call from the importer your way ahead of the game as compared to HD.
CJ






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2006 Honda Nighthawk
2009 Royal Enfield Black G5

JamesC5

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Re: My New G5 UCE has been recalled
« Reply #11 on: June 09, 2009, 08:09:22 AM »
I agree Singhg

Even if a dealer / manufacturer does not HAVE to provide extras in service, loaners, coffee, talking to you etc, it is essential for getting and keeping my business.

If RE wants to expand it's business as much as they say they do, then they'll need to step up and not only provide a quality bike mechanically but be able to give top notch service to it's customers. It's not hard, I doubt any of us expect a red carpet or anything, but just having someone friendly to talk to, especially in regards to warranty / recalls etc. Provide loaners through the dealers etc.

Harley may have enough customer base and brand power to treat customers poorly, but I don't think RE does, that would be a ticket to failure.

I don't think RE:USA has failed anyone yet that I've read. Kevin and co seem passionate and ready to help people, so that's a good sign.

Has anyone else got a call about the recall? I spoke to Torre and they hadn't heard anything yet, they were calling WS today (I wonder if THEY get through)
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t120rbullet

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Re: My New G5 UCE has been recalled
« Reply #12 on: June 09, 2009, 11:22:30 AM »
A few little thoughts about loaners.
Most RE dealers in the US (at least the ones I have met) are low volume sellers. My dealer has 2 new RE's on the floor right now. If he gave one out as a loaner when he got it back he'd have 1 new one and 1 used one to sell. In tough times like this that would not be an option.
Now if Kevin were to provide one he would have to ship a new one from Mn. to wherever for let's say 300 bucks. Someone on the other end would have to put it together and give it to whoever was getting it. When they got it (now also used) back they would have to re-crate it and ship it back for another 300 bucks or so.
On top of that someone would have to plate and insure the bike. In Michigan that is getting harder and more expensive to the point of my dealer not even giving test rides anymore unless he has the cash in hand.

Now a high volume dealer might be able swallow that but I don't think the little RE dealers would.
If you do get a loaner good on ya but I wouldn't count on it.

One thing that impresses the heck out of me is what an interest REM and CMW are taking in the new bikes. Something almost unheard of in this day and age.

Another side note,
The big Honda, Yamaha, Kawasaki, Star, Suzuki dealer around here that has the market on all those brands is also owned by the same guy that owns the HD dealer.
I went over there once because I wanted to get a W650. I was on my HD at the time and they wouldn't even talk to me. Needless to say I never got a W650.
Dealer service also forced me into driving a Toyota after all of the Big 3 shafted me.
When I got my first Bullet there were no dealers so the only person I could get pissed at was me if things were not up to snuff.  14 yrs later I'm still pissed at my self but my Bullets run good. If they don't I'll give myself a loaner while I fix it.
LOL
CJ
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ScooterBob

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Re: My New G5 UCE has been recalled
« Reply #13 on: June 09, 2009, 11:48:24 AM »
I agree Singhg

Even if a dealer / manufacturer does not HAVE to provide extras in service, loaners, coffee, talking to you etc, it is essential for getting and keeping my business.

If RE wants to expand it's business as much as they say they do, then they'll need to step up and not only provide a quality bike mechanically but be able to give top notch service to it's customers. It's not hard, I doubt any of us expect a red carpet or anything, but just having someone friendly to talk to, especially in regards to warranty / recalls etc. Provide loaners through the dealers etc.

Harley may have enough customer base and brand power to treat customers poorly, but I don't think RE does, that would be a ticket to failure.

I don't think RE:USA has failed anyone yet that I've read. Kevin and co seem passionate and ready to help people, so that's a good sign.


And NOW - Introducing the NEW Royal Enfield for $25K!! ...... with free coffee.
Spare the pig iron - spoil the part!

t120rbullet

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Re: My New G5 UCE has been recalled
« Reply #14 on: June 09, 2009, 01:07:34 PM »
And NOW - Introducing the NEW Royal Enfield for $25K!! ...... with free coffee.

Cappuccino is the drink of the new millennium.
You go to the dealer and sip cappuccino and compare dyno charts.
That's why there are so many HD's out there that are 10 yrs old and have 1,600 miles on em!
CJ
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The Garbone

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Re: My New G5 UCE has been recalled
« Reply #15 on: June 09, 2009, 01:17:29 PM »
Since we are making a list I want to request a leggy blond aspiring actress should be requirement at all RE dealerships.. Preferably dressed in something like Hooters attire..  That guy with grease on his shirt from working on bikes in the back just is not cutting it...
Gary
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ScooterBob

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Re: My New G5 UCE has been recalled
« Reply #16 on: June 09, 2009, 01:48:11 PM »
Cappuccino is the drink of the new millennium.
You go to the dealer and sip cappuccino and compare dyno charts.
That's why there are so many HD's out there that are 10 yrs old and have 1,600 miles on em!
CJ

Oh! ......... SNAP!! Heeheehee!!!  ;D
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Eamon

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Re: My New G5 UCE has been recalled
« Reply #17 on: June 09, 2009, 03:35:28 PM »
It's not hard, I doubt any of us expect a red carpet or anything, but just having someone friendly to talk to, especially in regards to warranty / recalls etc. Provide loaners through the dealers etc.

I don't know, it seems to me that expecting loaner bikes from an operation as small as RE IS expecting a red carpet.  Sorry to hear of your situation, and I'm sure it's frustrating, but it could happen with any manufacturer and I think most would not be so interested in fixing it.  Sounds like maybe they could have communicated better with you, but I think patience will pay off.  Just my opinion...

Eamon
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Blue Ridge Wheeltor

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Re: My New G5 UCE has been recalled
« Reply #18 on: June 09, 2009, 04:39:38 PM »
While I do understand the logistics of providing a loaner makes it almost impossible, at the very least the warranty should be extended by the amount of time it spends in the shop.
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Blltrdr

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Re: My New G5 UCE has been recalled
« Reply #19 on: June 09, 2009, 04:53:51 PM »
Who needs smoke screens (coffee, popcorn, dealer doublespeak) anyway! Good dealer service trumps all the BS. What do you think your getting into if the dealer toots his horn by telling you he has a whole fleet of loaner bikes ready for your use at a moments notice. These are brand new models for RE and they should have had all the bugs worked out before they hit the showroom but obviously didn't. I have said it before that these new owners are the so called explorer's in this unexplored territory. Maybe extending the warranty for the amount of time they give their bike up for recall service would be a fair and nice gesture on RE's part.

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JamesC5

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Re: My New G5 UCE has been recalled
« Reply #20 on: June 09, 2009, 04:55:37 PM »
From my experience, albeit with cars not bikes, I've always been provided a loaner for this sort of thing.

Also Saturn is well regarded as providing excellent customer care, and their autos are pretty affordable, it doesn't take a BMW to get some service.

I got a loaner RE because WS was taking my bike halfway across the country when it failed. I am fairly sure this happened because they had to make sure it wasn't a failure that was common throughout all the UCE's and would cost them a crap load if that's the case and went on unresolved. So, instead of having my bike fixed locally it gets shipped off and that adds alot of time on my end in getting it back. I think it's only fair I got some wheels in return.

Both Torre and GV have loaners for their customers, they happened to both be out, they may not be RE's, but at least it keeps people from missing work etc.

Where my big issues have been have been with poor communication. My brand new bike, barely ridden, was whisked off after a major failure, it is not asking much to be kept appraised of what exactly is going on.

If I had been going 70mph and the wheels suddenly locked and gears seized instead of going slowly in a parking lot, I think RE would have had much bigger problems to deal with.
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Kevin Mahoney

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Re: My New G5 UCE has been recalled
« Reply #21 on: June 10, 2009, 03:11:08 AM »

singhg5

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Re: My New G5 UCE has been recalled
« Reply #22 on: June 11, 2009, 05:23:35 AM »
SCREECHING METAL TO METAL GRINDING NOISES FROM ENGINE:

I have been mostly riding my bike between 25 to 50 mph in the small town roads as mentioned in my earlier threads elsewhere.  It was running smoothly at those speeds.  But on two occasions, when I ran it a little faster between 50 to 60 mph for very brief periods, I heard metal-to-metal grinding and screeching sounds from the left side of the engine.  The first time it happened it seemed like the clutch was also jammed and I was greatly relieved when the bike slowed down and the sound stopped.  I got home ok but was shaken.  I did not know the source of the sound at that time.  Thereafter, I drove it at my usual less than 50 mph speeds and I did not hear that sound and engine ran soomthly.  The second time I was nearing 60 mph, the screeching sound again started and I immediately slowed down and the motorcycle ran fine at low speeds.  I did not know the source of this sound, except that I thought it was piston rubbing against the walls.  While I was pondering about what is going on with the bike this recall happened. 

In retrospect, it could be the transmission as details of this phenomenon are coming out slowly from the RE.  What if other gears / parts of my transmission are  damaged,  beside the lesser clearance mentioned in the recall, because the parts have twice been rubbed against each other during riding? 

I had mentioned about this sound to Mr. Mahoney during my conversation with him on Friday, June 5th.  He had also told me that RE is making bushing to improve the clearance.  Now I am wondering if that would only cure the clearance but still leave any other damage to transmission unattended.  Even with new bushing in place, how are the dealers going to test and verify that each motorcycle can run safely at above 60 mph unless they have dyno and run the "fixed" bikes repeatedly at > 60 mph when the engine is hot.  (Remember this problem surfaces when engines are hot).

I am just thankful to the higher powers that my bike did not jam on the road and I had narrow escape but the lady luck may not be always there to protect. 

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Geirskogul

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Re: My New G5 UCE has been recalled
« Reply #23 on: June 11, 2009, 07:26:01 AM »
I think (and surely hope) that the warranty will be extended.  I know you guys already have a two year warranty, but when something like Xbox Live or WoW (I don't play, but hear about it) is down for days, even if scattered, they add up the downtime and put it onto the end of the paid subscription period.  And that's for a comparitively cheap thing like a subscription.  A bike costs a lot more money and a lot more emotional/trusting investment.
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Re: My New G5 UCE has been recalled
« Reply #24 on: June 11, 2009, 03:25:11 PM »
Singhg5 - In an answer to your question about the affected parts of your motorcycle - Royal Enfield will take care of you on it - PERIOD. The nature of the suspected failure is such that only one gear and the shaft upon which it rides is affected. All of these parts are being sent by the factory for repair. The dealers also will thoroughly test your bike before you get it back - after all - it's THEIR reputation as well for that sort of stuff.

You must realise that OTHER manufacturers have recalls as well - it is just a shock to US, as RE owners to hear that we have been affected by this. Until now, a recall of this type hasn't even been an issue for RE. I have had three MAJOR safety recalls on my V92C Victory, which is a MUCH more expensive bike. No big deal - take it to the dealer, get it fixed and go and RIDE! My Victory dealer updated the gearbox in my bike (required total engine disassembly ....) in a week and cost me not one red cent. The bike has been absolutely the same (only with peace of mind that the third gear on the mainshaft will not disintegrate and come out the bottom of the case ...!) since I got it back - no surprises. You'll get the same from your RE dealer.
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Re: My New G5 UCE has been recalled
« Reply #25 on: June 11, 2009, 04:55:16 PM »
      Just to point out the obvious: these bikes are sold with a warranty against defects in materials and workmanship.Too often I have customers come unglued because I have to do a warranty repair. If anything was perfect would it need a warranty?  I don't really see the problem here.
     I deal with a lot of companies. Royal Enfield has the BEST administered warranty program of them all. They are taking care of the problem  faster than I have ever seen a company move. There is full disclosure. Certainly no one wants their bike to have down time in the service department, but the warranty issue is being addressed in a more than timely manner. Could there be other problems? Sure, but you still have the warranty. I have been with Enfield for 10 years now. This is certainly a pain in the... But it truly is nothing to worry about.
     Everyone should be relieved at the professional and timely way it is being handled. Everyone can ride with confidence in the bike and the company.  I am in the process of adjusting to these economic times. I am paring the lines that cause me problems. Royal Enfield is not only staying, it is my flagship line. Their handling of this issue reinforces my choice.

Cabo Cruz

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Re: My New G5 UCE has been recalled
« Reply #26 on: June 11, 2009, 08:08:14 PM »
Amen!
Long live the Bullets and those who ride them!

Keep the shiny side up, the boots on the pegs and best REgards,

Papa Juan

REA:    Member No. 119
BIKE:   2004 Royal Enfield Sixty-5
NAME: Perla