Yamaha FX SHO Cruiser catastrophic engine failure @ 14.5 Hours

[mnemonic]

On July 26th i purchased a new Yamaha 2010 SHO FX Cruiser for my father who is 72 years old. I brought it to the dealer @ 10 hours and had the service done. @ 14.5 Hours on August 6th he was accelerating on flat water when the engine threw a rod through the crankcase, then through the pan. We towed it back VERY slowly to make sure no water entered the engine, and called the dealership (RIVA Yamaha South) to meet us at the ramp with a trailer. This was a Friday afternoon. By Monday morning they worked overtime to make sure the engine was disassembled and the computer downloaded so they could report it to Yamaha. Since they are the largest Yamaha dealer in the world, i thought it would be NO problem for them to get a new engine quickly. Yamaha decided they would NOT send RIVA the parts until they FULLY (Diagnosed) the failure, Yamaha decided they could not blame this one on us, and on the 9th concluded it was a Yamaha failure. It is now the 19th and the last part JUST did arrive! I am SO Absolutely upset at Yamaha customer service (or lack of).

I started calling Yamaha on the 16th because NOT ONE PART HAD ARRIVED YET! I told them i would be leaving for the summer on the 19th and how upset i was they did not send the parts yet. I was given an agent, Jocelyn at extension 7679, she treated me like a complete impossible and said they did not send the parts until they made sure nothing left in the ski would cause another failure!? I was like, mam, i am an engineer. The piston disintegrated, the head, case and oil pan are destroyed. There is nothing left to (HARM) the new parts because it will be an entire new engine. Her response was EXACTLEY the same, Sir, we needed to make sure that the failure would not happen again with the new parts. I have never talked to anyone in my life that was so Trained/rehearsed to say EXACTLY the same thing over and over, no matter how much it did not make since. At this point, i insisted on a new Ski, she says, sir your warranty states we repair not replace. I say well it has been 2 weeks and they do not even have the parts yet. Sir we are repairing it in a timely matter. I say, no i owned the ski for 1 week and it failed, it has been at the shop for 2 weeks, which is NOT timely. Sir your warranty states we repair not replace. Mam, this is a rare circumstance it was a major engine failure at 14.5 hours, it's not like i had a gauge fail, or a bad starter. I said this is a unique case. Sir, your warranty states we repair not replace, in a timely matter. I say it is not timely. Sir i am sorry "YOU" feel it is not timely. I say you know i bought a second FX SHO Cruiser on the 30th of July, i am replacing my Sea-Doos with Yamahas, and i own 10 skis. She says, are you a rental facility!? I am like WHAT!? I say no, i have 2 homes with 5 skis at each home and that the sea-doos were having super-charger problems so i was replacing them with Yamahas because the dealer says they are more reliable (Laugh). She says, so you are saying if we do not get you a new ski you will not buy another one? I say yes. She says, ok i will report this to my manager and get back to you....

I call back Tuesday, voicemail no return call.
I call back Wednesday, voicemail, no return call.
I call back today, i talk to her again, YAY!

Mam, they still do not have the ski fixed, what is the status on getting a new ski? Sir your warranty states we repair, we do not replace, and i called our parts department and they said all parts arrived yesterday at 5:00 PM. I said, mam i told you i was leaving today and that i would not be able to even test out the rebuilt machine, and i felt that you owed me a new ski under the circumstances. Sir, your warranty states we repair not replace. I say my policy says either you replace, or i will never by another Yamaha as long as i live, and i have 5 children that are experiencing the way you are treating me, and they will be sure to remember this, and also NEVER buy Yamaha. She says, your warranty states... I cut her off and say LOOK, i don't want to hear you tell me that sentence again; i want your boss, NOW! She says, i have already talked this over with my manager, and i cannot transfer you, we do not do that. I say so you and your manager are OK with me avoiding Yamaha in the future? She says, Yamaha is sorry you feel that way, and hangs up! I say to hell with Yamaha and i will offload this POS first chance i get!

FYI. RIVA YAMAHA is one of the best dealerships I have ever had the opportunity to work with! They have done everything in their power to help me through this!

[xzpolskix]

But the warranty says they repair not replace.
I know how you feel because I am the kind of guy that wants stuff to get done, and I want them done yesterday ESPECIALLY if it's something that's plain and simple (in your case a total replacement of the parts). Problem is, that Yamaha is a big company and I'm sure you telling them that you will not buy another 10 ski's in a few years means nothing to them.

Hopefully you get it fixed soon, and sell the bitch so you can get yourself a better ski.

[sjroz177]

Sorry you had such trouble with a brand new machine...
Every employee has a supervisor and is required to transfer you if they are unable to assist you. Lemon Laws (not sure about your state) almost all state that if your vehicle is in the shop more than with you while under warranty you can return it.

[BIG CUBE 426]

lawyer......seadoo.....

[QuickMick]

I deal with Riva once and a while still. The use to help sponsor me when I ran the 1200 runabout class when I raced ski's back in 03-04-05.

If you ever order parts talk to Brian Drucker.

Infact if they stil have your ski call and talk to Bubba Kersten and see if he can aid in any help.

Good luck