I am starting this thread to begin a more focused discussion of the issues with Rotax customer support and parts availability. This discussion began on this thread, which was started to specifically address the Bing carburetor floats, and then morphed into a more general discussion. For the background information read the original thread. I'm copying a couple of the last posts for convenience.
From me:
"OK, guys, let's see if we can turn this conversation to a more positive direction before it gets completely out of hand and the thread gets shut down. Years ago when my company sent me to dispute resolution training I remember that one of the principles of reaching a consensus was to concentrate on the things we can AGREE on, as a starting point. Can we agree on these points?
1. The delays in getting replacement parts has been extremely frustarting to many Rotax owners.
2. The Rotax supply/support chain, at least to US customers, is less than optimal.
3. Language and possibly cultural barriers exist that hamper communication.
4. This is a wider problem than just floats. Remember the engine-driven fuel pump issue of a few years ago?
5. We would all like to see the Rotax supply/support chain and two-way communications improved, and are willing to help in that effort.
Might it be possible to have a working group address these issues with Rotax management, the three distributors, and Kodiak? Possibly at Oshkosh when most if not all of these entities are available. No shouting and finger pointing, just a straightforward airing out of issues and ideally a plan to improve the situation.
Thoughts on this idea?"
From Sink:
"I agree that positive is better.
Please don't shoot the messenger here I don't make these rules and have to follow them just like the next guy . I'm in the same boat. I'm just trying to let people know the system in place.
The three distributors, and Kodiak are at Oshkosh and Sun'n Fun. If you want a direct talk that would be the place, but it is possible they will ask you to put it in writing and submit it through channels since they are dealing with so many people there.
Normally:
Unfortunately there is no direct link to Rotax in Austria and they won't talk directly to the public. Not even the US distributors have that option. The chain that they use and don't deviate from is: The customer must report issues to the regional distributor via the CSIR (customer service information report) form, then the distributor adds comments to the form and forwards this to the master distributor or the Rotax Flying and Safety club that handles warranties for the America's market (North , Central and South America). Then either one of those two entities have direct contact with Rotax. Each master distributor in the world, 22 of them, do get personal audit visits from time to time from Rotax to make sure things are running correctly with the master and regional distributors. Our only way to contact anyone and have information sent to them is through the CSIR and then you can attach your information to that.
Too many people don't fill out the CSIR form so Rotax never has any feedback or doesn't know the scope of an issue. This really needs to be done.
Side note:
This is the only way to report a problem and also get warranty if you are still within that period of time. Here is a big issue, you must have registered your engine to get help. If you did not send in your warranty card or the SLSA Mfg did not register the engine for you then you must contact your regional distributor to have them do it for you. If your engine isn't registered and you have a warranty claim you must get it registered first before they will help you. Just call the distributor and have them do it.
You can use this web page to type your engine serial number in to see if your engine is registered.
http://www.rotaxflyingclub.com/registration/engine
The Rotax Flying and Safety Club web page is a great place to get lots of info.
Things that re new, where to find a Rotax engine tech, all your SB's, SI's, etc..... and all your manuals. They have Rotax course schedules, the CSIR form. Lots of good info can be found here. The other good place for info is right off the Rotax website.
http://flyrotax.com/home.aspx
Info from either of these sites can really help an owner. I have been doing this for a couple decades and they still help me all the time."
OK, so for going forward, jump to next post.
__________________
From me:
"OK, guys, let's see if we can turn this conversation to a more positive direction before it gets completely out of hand and the thread gets shut down. Years ago when my company sent me to dispute resolution training I remember that one of the principles of reaching a consensus was to concentrate on the things we can AGREE on, as a starting point. Can we agree on these points?
1. The delays in getting replacement parts has been extremely frustarting to many Rotax owners.
2. The Rotax supply/support chain, at least to US customers, is less than optimal.
3. Language and possibly cultural barriers exist that hamper communication.
4. This is a wider problem than just floats. Remember the engine-driven fuel pump issue of a few years ago?
5. We would all like to see the Rotax supply/support chain and two-way communications improved, and are willing to help in that effort.
Might it be possible to have a working group address these issues with Rotax management, the three distributors, and Kodiak? Possibly at Oshkosh when most if not all of these entities are available. No shouting and finger pointing, just a straightforward airing out of issues and ideally a plan to improve the situation.
Thoughts on this idea?"
From Sink:
"I agree that positive is better.
Please don't shoot the messenger here I don't make these rules and have to follow them just like the next guy . I'm in the same boat. I'm just trying to let people know the system in place.
The three distributors, and Kodiak are at Oshkosh and Sun'n Fun. If you want a direct talk that would be the place, but it is possible they will ask you to put it in writing and submit it through channels since they are dealing with so many people there.
Normally:
Unfortunately there is no direct link to Rotax in Austria and they won't talk directly to the public. Not even the US distributors have that option. The chain that they use and don't deviate from is: The customer must report issues to the regional distributor via the CSIR (customer service information report) form, then the distributor adds comments to the form and forwards this to the master distributor or the Rotax Flying and Safety club that handles warranties for the America's market (North , Central and South America). Then either one of those two entities have direct contact with Rotax. Each master distributor in the world, 22 of them, do get personal audit visits from time to time from Rotax to make sure things are running correctly with the master and regional distributors. Our only way to contact anyone and have information sent to them is through the CSIR and then you can attach your information to that.
Too many people don't fill out the CSIR form so Rotax never has any feedback or doesn't know the scope of an issue. This really needs to be done.
Side note:
This is the only way to report a problem and also get warranty if you are still within that period of time. Here is a big issue, you must have registered your engine to get help. If you did not send in your warranty card or the SLSA Mfg did not register the engine for you then you must contact your regional distributor to have them do it for you. If your engine isn't registered and you have a warranty claim you must get it registered first before they will help you. Just call the distributor and have them do it.
You can use this web page to type your engine serial number in to see if your engine is registered.
http://www.rotaxflyingclub.com/registration/engine
The Rotax Flying and Safety Club web page is a great place to get lots of info.
Things that re new, where to find a Rotax engine tech, all your SB's, SI's, etc..... and all your manuals. They have Rotax course schedules, the CSIR form. Lots of good info can be found here. The other good place for info is right off the Rotax website.
http://flyrotax.com/home.aspx
Info from either of these sites can really help an owner. I have been doing this for a couple decades and they still help me all the time."
OK, so for going forward, jump to next post.
__________________