In May I purchased a 2005 GSXR600 from New Haven Power Sports in New Haven, CT. Approximately a month after I purchased the bike with about 800 miles on it, my chrome exhaust pipe started to crack without any discoloration.
I brought the bike back to New Haven Power Sports and explained the situation to the service manager. He stated that I needed to make an appointment to drop off the bike so a Suzuki representative could come down and look at the chrome pipe, which I did. The following day I called to see what they discovered and what the outcome was. The service manager stated the Suzuki rep had cancelled and I would need to reschedule my appointment and drop the bike off at another time, which I did. I picked up my bike and made another appointment as directed. I dropped off the bike once again, and again called a day later to find out what the outcome was and again I'm told the Suzuki rep had cancelled.
Once again, I picked my bike back up and made a 3rd attempt for another appointment and dropped off the bike. This time I went there in person to see what had happened. Once again they told me the same story about the Suzuki rep canceling the appointment. Every three weeks I would drop my bike off to be inspected and each time the result was the same. I was being told the Suzuki representative had cancelled. At this point, with my patience running very thin so I got the owner involved and reminded him about my cracked exhaust pipe. Since he was familiar with my situation from the beginning, he knew all about it. He told me that he was on my side and it wasn't his fault but rather Suzuki kept failing to make their appointments.
He told me to call Suzuki customer care center and explain what was going on with my exhaust pipe. He also stated that when Suzuki would contact him to discuss my bike, he was going to confirm that my exhaust pipe had in fact cracked and without any discoloration.
Eventually the Suzuki customer care rep called me and said they had spoken with New Haven Power Sports and they (New Haven Power Sports) had indicated that the pipe was not cracked but rather it was discolored. Obviously a contradiction of what the owner himself had told me. At that point, I was very upset and called the owner of New Haven Power Sports. Having been a good customer of the store, I felt I was owed an explanation. He must have finally become fed up with the situation as he told me; how am I going to send this pipe to Suzuki when it's discolored and not cracked. They are not going to warranty it.
I advised him that the pipe was in fact discolored at this point but ONLY because I had continued to ride the bike with the crack since they kept canceling appointments on me. Of course the chrome pipe would be discolored at this point. I had put several thousand miles on it while waiting for New Haven Power Sports to address the situation. Had they addressed the problem up front as I was told they were going to do, the pipe would not have been discolored. The pipe eventually became discolored but only where the chrome was cracked from the beginning. That crack (as originally reported) made that spot the weakest point and that's where it started to discolor.
While I was on the phone with the Suzuki customer care rep, I was told that Suzuki NEVER sends out anyone to inspect items under warranty but rather rely on the shop the item was purchased from.in the rep's words; the dealer is our eyes and ears and Suzuki will replace or repair an item under warranty if the dealer indicates they should. New Haven Power Sports had lied to me all along about the Suzuki rep coming down and did nothing about addressing the issue. At this point, it's safe to assume they felt I would just go away.
I feel it is my duty to make others aware of this gross lack of customer service and hope I can prevent others from having to deal with the same situation. Had I been dealing with a reputable organization all along, the chrome exhaust pipe would have been replaced right away as it was clearly cracked and not discolored, as I had pointed out in the beginning.instead, I was lied to, given excuse after excuse, and eventually am now riding a new bike with a damaged chrome pipe due to New Haven Power Sports.
To make matters even worse, I purchased a $499.00 Under Tail for the same bike over the summer. When the light came in, the option of lights I had selected was wrong. I have been waiting since last summer for the light they supposedly ordered and I had paid for but never received.
There's more! I had purchased a $500.00 Suzuki GSXR Shoe Helmet from the same outfit because I was told they were giving me a great deal since I was such a good customer. Granted, I didn't do my homework here but shortly after buying the helmet, I found the same one at another shop in Wallingford, CT for $250. Some deal they give their good customers!
Do yourselves a favor and avoid New Haven Power Sports. There are many other shops out there that care about their customers and provide the same (or better) products at a lower price and WITH the customer service to support the sale. I've learned my lesson! I hope you don't make the same mistake I did!!
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