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Discussion Starter · #1 ·
So it's 3am in the morning and the thoughts of my dealership will not let me sleep. So here is the back story of what is going on...

Jan 5th - purchased 2021 KRX special edition
Jan 8th - KRX delivered
Feb 2nd - break in miles done... earliest appointment for first service March 3rd
Mar 3rd - KRX delivered for service
Mar 4th - called for status on first maintenance, missing fuel filter to finish service (they had 30 days to ensure all was on hand)
Mar 5th - part sourced from another dealership and KRX delivered
April 10th - drivers side axle slips out of transmission Saturday night, quick google showed it was a problem for KRX's assembled 7/20... mine was 8/20. KRX has not been off-road as of yet... just country roads and back highways.
April 13th - new appointment made for axle May 13th (dealer closed sun/mon), service manager said bring KRX in and they might be able to squeeze it in before appointment.
May 4th - Service manager called and said subwoofer was stolen out of the back. We drove into dealership to inspect KRX, manager said the c-clip for axle scheduled to arrive on May 14th and that the subwoofer will be in 3-5 business days and that they would all be finished around the same time.
May 14th - called dealership late in afternoon, service rep said subwoofer was installed on the 13th, and that my KRX was being looked at now for the axle and that no parts were on order.
May 20th - I visited the dealership, manager said he was mistaken on axle parts being delivered on the 14th, they used my axle appointment day to install the subwoofer, they had my KRX in the shop the following day but could not get the axle back out (after they slid it back in upon me delivering it), so they pushed the KRX back outside. Service manager said subwoofer was done, inspection showed 2 of the 4 screws missing that holds it in place, and the wiring junction point above the engine was not shrink wrapped... wires just left out to get wet. Follow up call later in day from service manager confirmed that the axle was good but the c-clip was all that they needed. C-clip not available from Kawasaki, entire axle ordered to get the c-clip, 3-5 days for delivery.
May 27th - service manager called and said the axle came in damaged and he would call me with the next update, service manager did not know if the subwoofer was done.
June 1st - 3am in the morning and I am laying awake stewing about all this.

I do not understand why they could not have taken the c-clip out of the new axle package and gotten me back on the road.

I bought my machine from this dealership, purchased their maintenance plan, extended warranty, and most of the accessories that went on the KRX... front/back windshield, wiper kit, roof, and door uppers... apparently dealership loyalty means nothing to these guys. So since we bought the KRX, we have had it in our garage for 12.5 weeks and in the shop for 7.5 weeks.

Am I expecting too much from this dealership or am I crazy for thinking service should be better?
 

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Premium Member
2000 white KRX
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591 Posts
Wow man!

such a bad deal, feel your pain. Definitely dealership issue. Worst part is. KRX is a great machine and your dealership is tainting it. Do not allow that. I’d definitely put notice to them thru Kawasaki and what you have been going thru. Absolutely makes no sense.
Aggravating piece is I assume no other dealer closer?
I’d find out and make the change.

I know dealers and service has been lacking everywhere due to pandemic, but in this case, this is a mess.
Good luck in what you do, but if make some different calls and try a different approach on all fronts.
 

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Super Moderator
2020 Green KRX
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1,132 Posts
I would contact Kawasaki Customer Service and notify them of the issues you are having.

This is exactly it. The dealer won’t do anything for you but give you excuses. Also, a fuel filter is not part of the first maintenance. FYI. All across the nation it seems it is a problem. Kawasaki USA will make it right for you. The axle is an issue, along with the one way bearing and the front steering knuckle recall. Might want to check that your machine is current for all of this.
 

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Any chance you are in Arizona? If so I have an attorney I can recommend and it won't cost you a single penny. If you're not in Arizona I'd recommend reading up on your lemon law, your KRX is likely covered under the law. Most states they are from what I was told.
 

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Super Moderator
2020 Green KRX
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1,132 Posts
Any chance you are in Arizona? If so I have an attorney I can recommend and it won't cost you a single penny. If you're not in Arizona I'd recommend reading up on your lemon law, your KRX is likely covered under the law. Most states they are from what I was told.
A lemon law will apply if the vehicle fails for the same thing 3 or more times and the dealer has not rectified the issue. Not sure if recreational vehicles apply though. I think a few of us on the forum went through horrible experiences like this. The best thing he can do is get a hold of Kawasaki USA. They’ve always made it right for me.
 

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I would agree to find another dealer or powersport shop. Went thru stuff like this - purchased by KRX Trail Edition on 4/13 from a dealer in southern AZ, They were great, ready when i picked it up. Spent two weeks putting in all the add on's like windshield front and rear, street legal - riding it around the neighborhood to hit the break in point. When i tried to install the bed extender from Tusk- disaster - the ROPS bars wouldn't line up and boy child tried to impact one in - a mess. called a dealer local who i had bought a Teryx 4le from 5 years ago, and tried to get it in - said he was running 7 weeks behind??? 7 weeks? so here in AZ your telling me i need to wait till July to use my toy>?? found another powersport shop that works on all UTV makes. Explained my stupidity and he was like well bring it over and we can fix it. I drove (really slowly) over to the shop at 10am when they opened. They called back in 3 hours said - done oh and we mounted the Tusk for you too... Total $200...Found out the shop also does the warranty work for Kasasaki's so guess where i go now....
 
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