On 2 Aug 2017, I bought a bike from Motoquest Anchorage, which is a reputable bike shop with 4 shops around the US.

I left Anchorage on 5 Aug, and had a engine breakdown in Canada, Watson Lake on 12 Aug - after 7 days, 1800miles. I was on tow over 1.5days to the nearest Kawasaki dealership in Fort St. Johns. The kawasaki mechanic who repaired my bike has more than 10 years of experience.

When he opened up my engine, he said that it was a simple mistake of the mechanics at Motoquest; The cam caps were installed in the wrong direction, and a possibility of the nuts not torque-tightened. (Either way, the cam caps in the wrong direction suffices to cause the engine failure). This let to the loosening of the cam cap, and the shaft destroyed the engine. I told the Kawasaki mechanic that Motoquest mechanics had replaced the gaskets and timing chain on 1 Aug, a day before I bought the bike. 

I emailed Motoquest detailing the full details of what had happened, to seek for help. After 8 full days on 22 Aug, I received a reply from one of the partners of the Motoquest, Kevin. He simply forwarded a reply to 'all',


'All,

Please note that we did check all surplus parts in our Long Beach CA. shop as well as Anchorage to no avail. Sorry Mr Seng is in the situation he is, however this is no other assistance we can render at this time.

Regards

Kevin Hagerty
MotoQuest'



I am absolutely disgusted and disappointed with such a reply from an established business like Motoquest. Moreover, on the first day at the Kawasaki dealership, I personally called Kevin to request for his help. His first sentence to me was 'you know i really do not have to help you'. His second sentence was 'I am very busy and I do not have time'. After some talking, he said he will look for the parts I'm looking for and update me the following day. This promised update NEVER came. No call. No email. No apology.

These factors reflect the extremely unprofessional and unapologetic business ethics Motoquest has to a rider like myself who took the time to call/ email/ explain everything to the shop who sold the bike to him. More frustratingly, Kevin exhibited behaviours that are do not do justice to what the brand name represents.

My bill was $1200CAD, less the inconvenience of 5 days of accommodation costs while I had to wait for my bike to get repaired/ and zero replies from Motoquest during the first 3 days of desperate seeking for assistance and parts. I even tried contacting the other partner, Phil, who refused to assist and leave the matter entirely to Kevin.

I have the official purchase receipt, pictures and dates of my mileage, and emails from Motoquest. Kevin and management team, you are an absolute disgrace and disappointment.

I feel for you, really do. However you are aware that they are a rental company first and foremost.

So you bought an ex rental KLR that has been flogged up and down the Dempster hundreds of time.

I know this is an older post and am curious to find out what happened to your trip afterwards.

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Alaska 2014: Hotel Budget ZeroXmas in Death Valley, New Year in Urique