Lenny's Smoker!

18/02/2002 - Suzuki Finally Respond

After waiting since the 7th. January 2002 (about 6 weeks!), Charles Dennison (Suzuki GB PLC Customer Services Co-ordinator) finally rang me this evening. The upshot is that Suzuki feel that even although the bike has not completed the full breaking-in period of 1000 miles since the last set of pistons were fitted, that it is running correctly. That being the case, Suzuki GB PLC feel they have discharged their commitment to replace the bike in the event of the repair failing. Suzuki GB PLC are not prepared to discuss this "claim" any further as they are "disappointed" that details of discussions between Suzuki GB PLC and myself are being made available in the public domain (this web site).

Further, they are not prepared to offer their definitive definition of what they termed "if the performance could not be improved", or make any further commitment in writing.

Upon being pressed, he did however say that if any further problems arose that they would look at it through the normal warranty claim procedure, and that my engine / gearbox warranty has been extended for 6 months as a gesture of good will !

So, I feel that brings my saga to an end. The bike seems to be running OK right now (lets see what the Summer weather / temperature brings!).

Suzuki GB PLC seem to have taken the hump with this web page. All I can say on the matter is that if Charles Dennison had not been as evasive and more "straight up" instead of being shifty and deceptive, then the praise that has been heaped upon Suzuki's local agents (Marriott's Motorcycles in Birkenhead) and Suzuki GB PLC's North West region technician Peter Fox, would also have been heaped upon himself and therefore upon Suzuki GB PLC and so enhance their reputation instead of damaging it.

I have received hundreds of E-mails from prospective Suzuki purchasers that have examined this web site and decided to look at other marques for their new purchases because of Suzuki GB PLC's poor attitude to it's customers.

Most seems to be looking in the Yamaha direction (Fazor 1000 perchance?). If nothing else, then this web page has highlighted Suzuki GB PLC's utter contempt and complacency towards it's customers and their feelings.

I feel sure that they have lost a significant number of sales (especially, though not exclusively) in the UK because of their perceived attitude. I shall most certainly never buy another new Suzuki. Not because I don't like the bike, for I do, I think it's brilliant, but because when things do go wrong, Suzuki are not "big enough" to stand up and say.. "OK we dropped a bollock, now lets sort it out". No, Suzuki will only address each and every claim individually, and force each and every customer to go through the same drudgery and bovine organic waste as I have done, regardless of the fact that globally, they were fully aware of what the problem was.

So, many thanks to Mupfor placing these rantings into the public domain for me; to Ride magazine in the form of Liisa Steele for publishing their article on this matter, and for the hundreds of supporters around the world that have taken the trouble to send me e-mails and phone calls offering help and registering their disgust with Suzuki GB PLC, and of course to the listers of SUKBOG without whom I would have been deep in the sticky brown stuff, and last but certainly not least, to my fraternal friend and mentor, Richard Wynne-Davies, my "legal eagle", who has scrutinised the information being placed in the public domain to ensure they are factually correct and do not infringe common or civil law, and who was fully prepared to issue writs against "certain persons" for deception and/or misrepresentation.

Thanks.

12/02/2002 - Suzuki Fail to Respond to Request for Definition

I have been writing, phoning and faxing the Customer Services Co-ordinator at Suzuki GB PLC (Charles Dennison) asking for the definition of "if the performance could not be improved" since the 10/1/2002.

Yesterday my son tells me that Mr. Dennison rang during the day (while I was at work, a fact I feel sure Mr. Dennison would be aware of) and stated that he would ring me again this evening at 17:00hrs. That time came and went and still no call, not that I really expected him to keep his word. So I shall await to see if he rings tomorrow, should he fail to do so, I shall start faxing him again.

I have now put a few more miles on the bike. It is up to 3332 miles in total, that’s 1099 since the first repair job (the full rebuild), 730 ish since the second repair (the second set of pistons were fitted) and 495 miles since the last service. There remains still some 270 miles or so to complete a full breaking in period since the last repair. The bike continues to run excellently. I have still not seen any signs of smoke and the oil level has NOT dropped. It seems like they HAVE effected a repair, but until the full breaking in period is complete, I feel the replacement bike offer should stand.

19/01/2002 - The sun's out, pile some miles on

Total mileage now 3144. 542 since the last set of pistons were fitted, 911 since the major re-build. Finally a nice bright sunny day, though still cold (+5 degrees C). Put 140 miles on the bike. Mixture of motorways and "A" roads. The bike ran brilliantly, smooth, powerful, big grin time !! Left to idle for three minutes in the garage when I got home, blipped the throttle, and …. And…. NO SMOKE. Oil level doesn’t seem to have dropped much if at all. This is looking good. No reply from Charles Dennison yet, then again, it’s only been 9 days, and that’s FAR too quick for him.

10/01/2002 - Suzuki Defaults on Agreement to Change Bike

Received a letter from Charles Dennison, Suzuki GB PLC Customer Services Co-ordinator. In the letter he confirms the entension of engine/gearbox warranty for an extra 6 months - as a goodwill gesture !!!
However, he adds this:

"Due to the unfortunate difficulties you experienced with your motorcycle we did agree that if the performance could not be improved, we would replace the entire machine. We are pleased to confirm our detailed discussions with Marriott's Motorcycles that the machine is now performing correctly and that the first service has been completed. With the above in mind this offer has been withdrawn."

Ha - the first service was done at 604 miles since the first re-build. The engine has only completed 210 odd miles since the last set of pistons were fitted and the original fault did not appear until after 1000 miles, which is in fact the full run-in period anyway. I have no note of "improving performance" when Charles Dennison and I formed our contract of agreement for Suzuki to strip the engine a second time. The basis of the agreement as I have noted was (and I quote precisely):

"if these repairs that we could probably do on Tuesday didn’t work, then we would replace your motorcycle with a new one"
"we will fix it; well we’re confident we can do it. Well if we don’t we’ll give you a new motorcycle, so if you think we can’t then you’re going to end up with a new motorcycle".

and further

"we would do the honourable thing and replace it".
"I can assure you we are an honourable company"

I have been most impressed with the professionalism of Suzuki’s agents, Marriott’s Motorcycles, and indeed their technician, Peter Fox, however Charles Dennison's performance with regard to the relationship between some of what he say's and does, has at best been shabby and misleading and at worse bordering on the legal definition of deception. I have asked Charles Dennison for his definition of "if the performance could not be improved" I await his reply.

03/01/2002 - 300 Miles on From Latest set of Pistons

Took the bike out in the frost again to-day. Too cold to go far. Did 30 miles, engine seemed fully hot but who knows. Couldn't get it to smoke though. Could it be that it's fixed ? Total mileage now 2927, exactly 300 miles since the last set of pistons were fitted.

15/12/2001 - Second 600 mile Service

Took Bike back to Marriott's for the second 600 service (600 since the full re-build). No charge and no comments from Colin.
Weather's still crap, but have been trying to put a few miles on the bike. Not managed to get it to smoke so far, and doesn't seem to be using as much oil as before. Still, there's time yet, it's still not fully run in and I originally had 1000 miles on it before I first noticed the smoke.

04/12/2001 - Collected bike from Marriot's

Met Peter Fox, seems an OK guy. Saw bike come back from road test, no sign of smoke then. Asked Peter Fox to remind Charles Dennison about the extension of engine & gearbox warranty for me, and the written confirmation that Suzuki agree to change the bike for a new one if this latest repair fails to cure the problem. He agreed to do that in the morning.
I asked him what had found and what had been fitted. He told me that the piston to bore tolerance had been too great, and that new pistons had been "made" and fitted. I asked specifically what the difference was between the new pistons and the one's that had been taken out. He said I would have to ask "A.R.T." (the piston manufacturers) about that as he didn't know the exact differences, only that the original pistons, and the first set of replacements had been slightly too small causing a piston to bore gap that was too large.
I replied "then it appears there's a batch of undersized pistons doing the rounds and fitted to other bikes then ?". The reply was "it could be, it seems likely".
Drove the bike home, seemed fine, couldn't see much sign of smoke at home, but it was very dark by then. Will try it again tomorrow if the weather is OK.

03/12/2001 - Back to Marriot's

Dropped bike off at Marriott's. Peter Fox is due to re-strip the engine tomorrow.

30/11/2001 - Suzuki Call Again & Promise to Replace Bike

Peter Fox rang again, and asked again if he could strip the engine for further parts changes. I said I preferred that the bike to be changed. He said he would have to get back to his boss.
Later on a Mr. Charles Dennison (Head of Suzuki GB Customer Services) rang. He said that it was not Suzuki's policy to change the bike at this stage, but that they were prepared to replace the complete engine/gearbox assembly (Could this be the complete engine/gearbox assembly that I asked for on the 19th. October as was told that Suzuki didn't have complete assembly spares for the B12 !!!), or replace more components on my existing engine and that they are confident that this would rectify the fault. In the event of either the option not curing the fault (to the satisfaction of Suzuki), then they will replace the bike. I have asked this to be put in writing. I asked Mr. Dennison to see what time scales were involved in either option. He is to get back to me to-day.
Mr. Dennison said that could arrange the engine swap for Thursday next, and the engine strip for Tuesday next, subject to availability at Marriott's. I asked what engine parts are to be swapped. He said he didn't know personally, but that he would contact peter Fox to find out, and let me know, or ask Peter Fox to ring me direct. Mr. Dennison confirmed that if either option still failed to cure the fault, then Suzuki "would do the honourable thing" and replace the bike. I opted for my existing engine to be stripped. I await confirmation of dates and times and just what engine parts are to be changed.
Mr. Charles Dennison rang yet again. He said that he had been unable to contact Peter Fox, but that the work that was to be done in the engine would be to examine and "blueprint" the parts associated with the piston to bore clearance and that individual parts may be changed as they were identified as being faulty upon measurement. Mr. Dennison also stated that amongst other things my bike had been fitted with a new cylinder head ?
Peter would be taking along with him a complete set of components to effect a repair. He further confirmed that if this failed to resolve the fault then they would change the bike.
He further said that Marriott's would ring to-day to confirm when to take the bike in.
Marriott's rang to confirm they can take the bike in on Tuesday next. Colin is not confident that the machine will be done in one day, neither am I.

29/11/2001 - Another call from Suzuki

Peter Fox from Suzuki GB rang again. Accepted what I had told him regarding it still smoking. Peter said he "had a perception that it was an oil control problem on the pistons" and that he wanted to dismantle it again. He said that he could extend the engine warranty for 6 months if I allowed him to dismantle it again, and that if he still failed to cure the problem then they would give me a new bike. I said I would prefer them to change the bike now, then they would still have a known faulty engine for them to examine at their hearts content for as long as they wanted and it would go someway to improve my confidence in Suzuki. He said that he would have to get further authority for that and that he would enquire to-day and let me know tomorrow. I agreed to that. He said that if I did allow him to strip it again it would be done and re-assembled in one day.

23/11/2001 - Various Trips

23rd. November 80 miles (Preston, Lancs etc)...27th. November 151.8 miles round North Wales, 28th. November 26 miles local. Smoked after every journey. Local trip, smoked heavily, and I filmed it. Bike total mileage on re-built engine now 317 miles. Oil level is below half way mark.

23/11/2001 - Call from Suzuki

Peter Fox rang here at home this morning, saying he had heard that the bike was still smoking and that he was disappointed that the re-build may not have cured it. He suggested that the smoke may be oil residue from the old engine lodged in the exhaust was now being burnt off. I agreed this could be the case. I told him I was happy to complete the 600 mile running in period then have it re-assessed. He say he would be
happy to re-assess it before then and suggested that as I was off work, if I could put a couple of hundred miles on the bike, and it still smoked then he would arrange to have it looked at again. We agreed that he should ring me at home (or on my mobile) next Wednesday to see how things were going. He did say " I assure you that we will, in one way or another, sort your problem out for you" (this quote is word perfect - conversation was recorded - as indeed were ALL telephone conversations with Suzuki !!) - Now this IS re-assuring..

22/11/2001 - Collected Bike - 5 weeks later!

Collected bike from Marriott's to-day.. all new bits fitted as per filed list. Marriott's have put 28 miles on it road testing, mileage now 2261. Before I could collect the bike, I "had" to speak with a Mr. Peter Fox .. the Suzuki North West area technician. He put forward Suzuki's view that they were not happy with the Ride article. It obvious to me that Mr. Fox has not read the article himself but had been told about it by someone else from Suzuki at the National bike show last week and had been told to voice their opinions to me. He said I had accused Suzuki of not being helpful. This is bollox, and the article says no such thing. Anyway.... Bike sounds fine. Rode bike home via B&Q at Speke, a total of 32 miles. Mileage now 2293. Left to idle for 2 minutes, blipped throttle, a veritable cloud of smoke !!!!!. In fact, worse than before !
Have just phoned Colin at Marriott's, he was surprised it was smoking. He is ringing Suzuki to see what they want me to do and is going to call me straight back !He's called back. Suzuki say carry on running it in to 600 miles then re-assess.

20/10/2001 - Marriot's Called

Colin from Marriott's rang early this morning to tell me that the Suzuki GB technician had stripped the bike's engine and has taken the cylinder block and pistons away with him for closer examination. My bike is to be fitted with a new cylinder block, pistons and rings, plus for good measure, valve stem oil seals ! Colin says it will take about a week as they have to order the parts in. The bike will then require running in again.

19/10/2001 - Back to Marriot's

10:00 hrs. Friday 19th. October 2001. Took bike to Marriott's for the "Suzuki Engineer" to "look" at it. It had 2233 miles on it on arrival. The Service manager, Colin had a loan bike for me (a Suzuki GSX400-R Jap Import - it is taxed !!). Colin saw my bike blow a bit of smoke on arrival. While I was handing over the documents and evidence pictures to Colin
at the service desk, the engineer rang, and asked Colin if it the bike was here yet and was it still making smoke. Colin replied "It's just here now", and "yes it appeared to blow some smoke when the throttle was blipped from idle." I asked Colin what was the plan of action.
He said he thought the guy was coming here to "start stripping the bike down for repair". He explained that there could be several reasons why it smoked. I agreed, and suggested that there was one sure fire way of curing it, and that was to replace the engine. Colin didn't seem to think that there was a full replacement engine for the Bandit 1200 as there had been for other ex GSX-R engined bikes, but that re-conditioned units may be available. I said I was not happy with a re-con unit, and said it made no difference to him or me what was spent on replacing the suspect parts with new as it was all warranty anyway. That solicited no comment from Colin.

08/10/2001 - Called Marriot's again

Rang Colin at Marriott's to-day, 8th. October 2001. He rang back to say that he had spoken with Mike Haymen at Suzuki GB Technical, and they are sending a technician to have a look at the bike on Friday 19th. October 2001. I have made arrangements to have that day off work and take the bike over there to Marriott's. Hopefully I will be able to demonstrate the smoke.
Had phone call from "Liisa" (Tel: 01733 468085) from RIDE magazine regarding the Email I had sent here about this fault. I have sent her a copy of this file via Email this evening. She expects to ring me back for further details within the next few days.

03/10/2001 - Went to Marriott's at lunch time

John examined the bike, agreed the oil level was low, noted the mileage (2094 - 421 miles completed on the 500 mile test), and said I could cut the seals and top up the oil level. This I did using a new litre of Motul 5100 that I purchased in Marriott's spares department a few minute earlier. I filled the oil reservoir, then took the oil bottle to John, to ensure that he was aware that 580cc's had been used. He agreed. It was agreed that I should contact Colin the following Monday to ascertain the next step.

02/10/2001 - Called Marriot's again

Rang Marriott's and spoke to "John".. Colin on holiday. Told John that although I had only done a little over 400 miles, the oil level in the bike was at the low level marker in the sight glass... I said I would try to get in to let him examine it during the week.

12/09/2001 - sent all details to Ride magazine and Motor Cycle News

As of this date there is 1871 miles on the bike. The oil level has dropped a little but not a great deal (so, did Marriott's fill the bike to the upper level line at the 600 service ??.. they charged for 3.5 litres of oil which apparently should fill it right up.)

29/08/2001 - Picked it up again with 1673 miles in the clock

Colin said he had consulted with Mike Haymen at Suzuki GB technical department, who told him to change the oil and filter which they had done, and seal up the filler cap and oil drain plug (they had in fact wired the filler cap and paint marked the drain plug), and that I was to run the bike normally for 500 miles and bring it back to Marriott's so they could measure the oil loss. Colin further said that Mike Haymen had told him that if the oil loss was less than 500cc then Suzuki would deem that to be acceptable (1cc/mile or 1Ltr/1000 miles) !!
Colin also said that Mike Haymen had told him that there were no other similar registered faults. I drove the bike home. At home it was still smoking (only 11 miles from Marriott's to home) (now got 1684 miles).. video'd the smoke from the bike then & there.
I rang Suzuki GB and blagged my way onto the tech line and in fact spoke with this Mike Haymen, who confirmed the oil usage figures (though he steadfastly refused to commit this to paper). I told Him that I had ridden the bike home from Marriott's and that it was still smoking. He told me that Marriott's had reported that they had done 60-70 miles on the bike since the oil & filter change and that there was no smoke !!!!I have since discovered from Internet that there are in fact many other folk around the world with similar problems.

25/08/2001 - Dropped bike off at Marriot's

Dropped it off at Marriott's on the 25th. August with 1604 miles on the clock.

21/08/2001 - Rang Marriott's again

(1497 miles) - Rang Marriott's again on 21st. August saying that it was still smoking . Asked to bring it in on 25th. August (though it wouldn't be worked on until 28th. August). Colin asked about oil consumption. I replied that assuming Marriott's had filled the oil level to the upper limit line at the 600 service, then I had replaced 600cc of oil up to 1604 (near enough 1000 miles)

01/08/2001 - Smoke from Exhaust

Not happy with the smoke. Decided to have a run to Southport (new glasses) then back to Formby (Velcro), then over to Marriott's. (1148 miles). Saw service manager guy (COLIN)..he saw the smoke for himself... he thinks it is diesel contamination of the fuel. First time diesel has ever smelt like burnt oil in my experience. He drained the tank, and put a gallon of fresh fuel in.. still smoked. He suggested I go fill the bike up and take it for a run and see if it still does it. Did just that.. returned to the garage after 17.4 miles.. still smoked, but looked somewhat less than before.
The guy suggested I run the bike and empty the tank and see if it still does it... I agreed.. seems reasonable... if it IS diesel it can take a bit of flushing out. Got home OK, engine plenty hot..... left it to idle for a couple of minutes then revved it...only the faintest whisper of smoke.. if at all.. will carry on monitoring it. Ran two full tanks for fuel through the bike and still smoking.

27/07/2001 - Fault Log Start

Noticed "puffs" of smoke from exhaust when revved after idle when engine is hot....(1050 miles). Rang Marriott's for advice. Don't know who I spoke to. Suggested bike still not run in fully and to keep running the bike.
Noted oil level and kept running the bike.... Can't tell if oil level dropping.