RogerJ
Waypoint Wanderer
YAMAHA MOTOR’S UNEVEN RESPONSE TO SUPER TENERE VIBRATIONS – A CASE STUDY FROM MEXICO AND SOUTH AFRICA
[size=14pt]While my evaluation of the Super Tenere has been positive in many respects my unit since the very beginning has had uncharacteristic vibrations in the 3000-3500 rpm range and in the 4000-5000 rpm range. This latter range has made it very difficult to enjoy this otherwise good motorcycle. The vibrations occur exactly in the normal cruising range of highway speeds. In my view this makes the motorcycle unfit for normal use.
Within 60-100 kms my hands become numb and if I continue my wrists and arms ache. I use very light handlebar pressure and have tried to mitigate these effects by adding Grip Puppies, KAOKO throttle lock, and 25 mm risers.
This problem was reported in writing to the dealer within a very few days of receiving my new unit. The dealer’s tech tried all the usual checks and adjustments to attempt to reduce these vibrations but to no positive effect. He reported my case to Yamaha’s regional representative but could get no constructive suggestions from them as to what to try.
I hoped that the bike would smooth out with some more kilometres but that has turned out not to be the case. The vibrations issue was complained of at the first, second, and third services, the latter at 9000 kms. After each attempt or adjustment, the bike was then tested on the same 220 km circuit to assess any positive improvement but there was none.
Since then, with no improvement in the vibrations and increasing discomfort I sought to have the bike replaced and on January 19th wrote to the dealer and the Director of Yamaha Motor Mexico to that end. Yamaha Mexico then sent a tech from Mexico City who did all the usual adjustments in Chapter III of the Service Manual to attempt to resolve the vibrations. A further 220 km test of the same course showed no positive improvement.
After numerous attempts at the dealer level and assistance from a tech at the national level it became clear that there was nothing Yamaha had to offer to resolve these vibrations.
To be clear, the vibrations are so strong they vibrated two buttons off the face of my Garmin Zumo 550 mounted in Touratech’s most vibration resistant mounting and this was just from on pavement use. In my mirrors I cannot tell whether the object is a car or a truck. It vibrates so much that now I must wear supports made of neoprene and gel on my wrists and arms to try to reduce the vibrations from the handlebar. This is not the Yamaha quality that I was expecting.
I had heard that one or more Super Teneres were replaced in South Africa for vibrations issues. I checked this out speaking with the owner of one of the units that was replaced by Yamaha as well as with the dealer both of whom provided me with documentation. In that case after switching many parts from a unit that did not vibrate to the one that did the techs could not improve the vibrations on the customer’s unit. So, the decision was made to replace the unit and send the vibration troubled unit back to Japan for disassembly and study. The vibrations complained of are in the exact same revolution ranges and with the same numbing impact on the rider.
When I told my dealer about this he asked Mexico headquarters to check with Japan to see if this South African case could shed any light on my situation and further a resolution. Mexico City reported that Yamaha Japan had never heard of a vibration issue with the Super Tenere, nor of any unit(s) sent back to Japan for study from South Africa. Yamaha Motor at Mexico headquarters repeated the same line as Japan that they had never heard of a vibration issue with the Super Tenere despite my having reported this in writing for a very long time. This seemed disingenuous to say the least. Especially in light of the conversations with the Super Tenere owner and the owner of the dealership in South Africa and the documentation they supplied to me.
In the circumstances it seemed that I needed to get Mexico headquarters involvement as well as Japan headquarters. So I wrote to Yoshiteru Takahashi who is Managing Executive Officer and Director, Chief General Manager of Motorcycle Business Operations and General Manager of Overseas Market Development Operation Business Unit of Yamaha Motor Japan. I also wrote to Mr. Yoshihiko Takahashi President and Director General Yamaha Motor Mexico. That was on February 3, 2012. I asked both these men for their intervention in resolving the vibrations issue with my unit, or, failing that, to replace the unit. I sent both men a 7 page packet of information about the South African case and its similarity to my own reiterating my willingness to find a rapid and positive resolution.
When I received no reply I wrote the head of Yamaha Mexico again on February 9th trying to fix a date and time to speak on the telephone to advance a resolution. I received no reply to that email.
On February 17th I wrote again to the head of Yamaha Motor Japan again asking for his help in finding a resolution. I reminded him of the first managing principle of “Kando” on which the Yamaha Motor is based. This is in essence “Creating value that surpasses customer’s expectations. We must remain keenly aware of customers’ evolving needs, in order to provide them with quality products and services of exceptional value that surpass their expectations. We can and will earn a fair profit by making all-out efforts to satisfy our customers.” (Yamaha Motor Fact Book 2011).
In my letter I lamented the fact that my unit was not the Yamaha quality I was expecting and the slowness in reaching a definitive resolution. Again I asked for his intervention in finding a resolution. A copy of this letter was also sent to the head of Yamaha Mexico.
Again receiving no reply, on March 5th I left voice mail for the head of Yamaha Mexico and wrote him referencing my previous letters all of which were without response. I asked him for Yamaha’s decision regarding resolving my Super Tenere vibrations problem and changing my unit by end of day on March 7th, 2012. Read that date in light of my request for same as of January 19, 2012. No reply was forthcoming.
Interesting to note is that in the South African case the owner complained of the vibrations on delivery. When he send a complaint letter to Yamaha within a week the dealer dug right in and started swapping components from the non vibrating demonstrator model trying to resolve the vibrations. They swapped over about everything stopping short of full disassembly of the motor itself. No positive result. So Yamaha gave the owner a new unit (at almost 7000 kms) and he is very happy with it. This response and resolution was quick and took place over a few weeks at most.
Contrast that with my case where I have documented the problem from the beginning and calmly and persistently tried to get a resolution to the vibration issue with my unit at every major service and in between them. With no improvement I wrote directly to Yamaha Mexico on January 19, 2012 asking them to resolve the vibrations or exchange the bike. Throughout this process I have reported in writing to all concerned on the success, or lack of, with each attempt.
I can only conclude that Yamaha Motor’s commitment to customer satisfaction is less than genuine, and that their ability to communicate in a normal and professional way is flawed. To not respond to requests for assistance from a customer with a serious issue is not acceptable. It reminds me of the customer service approach of another motorcycle company that I will not name.
I gave Yamaha Mexico 259,000 pesos (about 21,500 USD) for my Super Tenere equipped. A considerable sum for a motorcycle which will not operate properly under normal conditions and without causing me physicial damage. This is Yamaha’s problem to resolve. Not mine.
Accordingly I would say “buyer beware” when purchasing a Super Tenere. If you get one of the ones that doesn’t vibrate then all is good. However, if you do get one with uncharacteristic vibrations then good luck seeking satisfaction with Yamaha Motor of Japan and/or Yamaha Motor of Mexico. That is the situation in Mexico based on my personal experience.
The cases I know from USA such as Japalko and Scottie Boy show some similarity in response to their vibration issues. In brief these have been that “we never heard of that before”. Or, “they all do that sir”. I will leave it to those affected in the USA to make their views known regarding their experience in seeking a resolution with YAMAHA NA, or not, as they wish.
In contrast, in South Africa Yamaha Motor did the right thing and did it promptly when the owner asked for them to make it right.
Yamaha needs to take responsibility for the Super Teneres they produce when they do not turn out right and not put it all on the back of the customer. In the end it is the client/customer that is the source of added value to the company. That is something that should not be forgotten.
It seems that the response of Yamaha corporate to a customer’s vibrations problem presented at the dealer level varies widely from country to country. The willingness and the capability to engage the problem and provide a solution vary widely as well. Also widely variable is the support and guidance that the national level provides to the dealer when presented with a unit that has uncharacteristic vibrations. In Mexico, YAMAHA Motor was unable to provide a technical solution to deal with the vibrations. Not that they tried as deeply as did the dealer in South Africa who changed components from a smooth running one to the troubled unit until it was time to get down to splitting the motor. Nothing helped. So they decided to change the unit and the dealer and the customer were told that YAMAHA was sending the unit back to Japan for disassembly and study. Yamaha South Africa and the dealer gave it their best. Not only doing the usual adjustments, but going farther to component swapping to try to make the affected unit run properly.
In contrast, in my case in Mexico, nothing beyond the usual checks and adjustments were attempted. No components were swapped with a smooth running unit to mine to try and improve the vibrations. The checks and adjustments attempted in my case did nothing to improve the vibrations. Rather than taking the next logical step and change the unit as was done in South Africa it seems as if Yamaha Japan and Mexico have just washed their hands of the problem without actually reaching a decision and providing the reasons for their decision to the customer. I asked for the intervention of the head of the motorcycle division in Japan as well as the head for Mexico. Rather than acting swiftly together and communicating with the customer, one says he is waiting for the other to act. Not even the simple courtesy of a reply has been given after 33 days. I wish anyone trying to find a resolution with Yamaha Mexico and/or Yamaha Japan with vibration issues the best of luck. Please PM me if I can be of any assistance. [/size]
[/size][/size]
[size=14pt]While my evaluation of the Super Tenere has been positive in many respects my unit since the very beginning has had uncharacteristic vibrations in the 3000-3500 rpm range and in the 4000-5000 rpm range. This latter range has made it very difficult to enjoy this otherwise good motorcycle. The vibrations occur exactly in the normal cruising range of highway speeds. In my view this makes the motorcycle unfit for normal use.
Within 60-100 kms my hands become numb and if I continue my wrists and arms ache. I use very light handlebar pressure and have tried to mitigate these effects by adding Grip Puppies, KAOKO throttle lock, and 25 mm risers.
This problem was reported in writing to the dealer within a very few days of receiving my new unit. The dealer’s tech tried all the usual checks and adjustments to attempt to reduce these vibrations but to no positive effect. He reported my case to Yamaha’s regional representative but could get no constructive suggestions from them as to what to try.
I hoped that the bike would smooth out with some more kilometres but that has turned out not to be the case. The vibrations issue was complained of at the first, second, and third services, the latter at 9000 kms. After each attempt or adjustment, the bike was then tested on the same 220 km circuit to assess any positive improvement but there was none.
Since then, with no improvement in the vibrations and increasing discomfort I sought to have the bike replaced and on January 19th wrote to the dealer and the Director of Yamaha Motor Mexico to that end. Yamaha Mexico then sent a tech from Mexico City who did all the usual adjustments in Chapter III of the Service Manual to attempt to resolve the vibrations. A further 220 km test of the same course showed no positive improvement.
After numerous attempts at the dealer level and assistance from a tech at the national level it became clear that there was nothing Yamaha had to offer to resolve these vibrations.
To be clear, the vibrations are so strong they vibrated two buttons off the face of my Garmin Zumo 550 mounted in Touratech’s most vibration resistant mounting and this was just from on pavement use. In my mirrors I cannot tell whether the object is a car or a truck. It vibrates so much that now I must wear supports made of neoprene and gel on my wrists and arms to try to reduce the vibrations from the handlebar. This is not the Yamaha quality that I was expecting.
I had heard that one or more Super Teneres were replaced in South Africa for vibrations issues. I checked this out speaking with the owner of one of the units that was replaced by Yamaha as well as with the dealer both of whom provided me with documentation. In that case after switching many parts from a unit that did not vibrate to the one that did the techs could not improve the vibrations on the customer’s unit. So, the decision was made to replace the unit and send the vibration troubled unit back to Japan for disassembly and study. The vibrations complained of are in the exact same revolution ranges and with the same numbing impact on the rider.
When I told my dealer about this he asked Mexico headquarters to check with Japan to see if this South African case could shed any light on my situation and further a resolution. Mexico City reported that Yamaha Japan had never heard of a vibration issue with the Super Tenere, nor of any unit(s) sent back to Japan for study from South Africa. Yamaha Motor at Mexico headquarters repeated the same line as Japan that they had never heard of a vibration issue with the Super Tenere despite my having reported this in writing for a very long time. This seemed disingenuous to say the least. Especially in light of the conversations with the Super Tenere owner and the owner of the dealership in South Africa and the documentation they supplied to me.
In the circumstances it seemed that I needed to get Mexico headquarters involvement as well as Japan headquarters. So I wrote to Yoshiteru Takahashi who is Managing Executive Officer and Director, Chief General Manager of Motorcycle Business Operations and General Manager of Overseas Market Development Operation Business Unit of Yamaha Motor Japan. I also wrote to Mr. Yoshihiko Takahashi President and Director General Yamaha Motor Mexico. That was on February 3, 2012. I asked both these men for their intervention in resolving the vibrations issue with my unit, or, failing that, to replace the unit. I sent both men a 7 page packet of information about the South African case and its similarity to my own reiterating my willingness to find a rapid and positive resolution.
When I received no reply I wrote the head of Yamaha Mexico again on February 9th trying to fix a date and time to speak on the telephone to advance a resolution. I received no reply to that email.
On February 17th I wrote again to the head of Yamaha Motor Japan again asking for his help in finding a resolution. I reminded him of the first managing principle of “Kando” on which the Yamaha Motor is based. This is in essence “Creating value that surpasses customer’s expectations. We must remain keenly aware of customers’ evolving needs, in order to provide them with quality products and services of exceptional value that surpass their expectations. We can and will earn a fair profit by making all-out efforts to satisfy our customers.” (Yamaha Motor Fact Book 2011).
In my letter I lamented the fact that my unit was not the Yamaha quality I was expecting and the slowness in reaching a definitive resolution. Again I asked for his intervention in finding a resolution. A copy of this letter was also sent to the head of Yamaha Mexico.
Again receiving no reply, on March 5th I left voice mail for the head of Yamaha Mexico and wrote him referencing my previous letters all of which were without response. I asked him for Yamaha’s decision regarding resolving my Super Tenere vibrations problem and changing my unit by end of day on March 7th, 2012. Read that date in light of my request for same as of January 19, 2012. No reply was forthcoming.
Interesting to note is that in the South African case the owner complained of the vibrations on delivery. When he send a complaint letter to Yamaha within a week the dealer dug right in and started swapping components from the non vibrating demonstrator model trying to resolve the vibrations. They swapped over about everything stopping short of full disassembly of the motor itself. No positive result. So Yamaha gave the owner a new unit (at almost 7000 kms) and he is very happy with it. This response and resolution was quick and took place over a few weeks at most.
Contrast that with my case where I have documented the problem from the beginning and calmly and persistently tried to get a resolution to the vibration issue with my unit at every major service and in between them. With no improvement I wrote directly to Yamaha Mexico on January 19, 2012 asking them to resolve the vibrations or exchange the bike. Throughout this process I have reported in writing to all concerned on the success, or lack of, with each attempt.
I can only conclude that Yamaha Motor’s commitment to customer satisfaction is less than genuine, and that their ability to communicate in a normal and professional way is flawed. To not respond to requests for assistance from a customer with a serious issue is not acceptable. It reminds me of the customer service approach of another motorcycle company that I will not name.
I gave Yamaha Mexico 259,000 pesos (about 21,500 USD) for my Super Tenere equipped. A considerable sum for a motorcycle which will not operate properly under normal conditions and without causing me physicial damage. This is Yamaha’s problem to resolve. Not mine.
Accordingly I would say “buyer beware” when purchasing a Super Tenere. If you get one of the ones that doesn’t vibrate then all is good. However, if you do get one with uncharacteristic vibrations then good luck seeking satisfaction with Yamaha Motor of Japan and/or Yamaha Motor of Mexico. That is the situation in Mexico based on my personal experience.
The cases I know from USA such as Japalko and Scottie Boy show some similarity in response to their vibration issues. In brief these have been that “we never heard of that before”. Or, “they all do that sir”. I will leave it to those affected in the USA to make their views known regarding their experience in seeking a resolution with YAMAHA NA, or not, as they wish.
In contrast, in South Africa Yamaha Motor did the right thing and did it promptly when the owner asked for them to make it right.
Yamaha needs to take responsibility for the Super Teneres they produce when they do not turn out right and not put it all on the back of the customer. In the end it is the client/customer that is the source of added value to the company. That is something that should not be forgotten.
It seems that the response of Yamaha corporate to a customer’s vibrations problem presented at the dealer level varies widely from country to country. The willingness and the capability to engage the problem and provide a solution vary widely as well. Also widely variable is the support and guidance that the national level provides to the dealer when presented with a unit that has uncharacteristic vibrations. In Mexico, YAMAHA Motor was unable to provide a technical solution to deal with the vibrations. Not that they tried as deeply as did the dealer in South Africa who changed components from a smooth running one to the troubled unit until it was time to get down to splitting the motor. Nothing helped. So they decided to change the unit and the dealer and the customer were told that YAMAHA was sending the unit back to Japan for disassembly and study. Yamaha South Africa and the dealer gave it their best. Not only doing the usual adjustments, but going farther to component swapping to try to make the affected unit run properly.
In contrast, in my case in Mexico, nothing beyond the usual checks and adjustments were attempted. No components were swapped with a smooth running unit to mine to try and improve the vibrations. The checks and adjustments attempted in my case did nothing to improve the vibrations. Rather than taking the next logical step and change the unit as was done in South Africa it seems as if Yamaha Japan and Mexico have just washed their hands of the problem without actually reaching a decision and providing the reasons for their decision to the customer. I asked for the intervention of the head of the motorcycle division in Japan as well as the head for Mexico. Rather than acting swiftly together and communicating with the customer, one says he is waiting for the other to act. Not even the simple courtesy of a reply has been given after 33 days. I wish anyone trying to find a resolution with Yamaha Mexico and/or Yamaha Japan with vibration issues the best of luck. Please PM me if I can be of any assistance. [/size]
[/size][/size]
