Broken Motor Mount, Polaris says no warrenty

[Cardiac Kid]

Well it’s been said before but I’m going to post it here because it is so upsetting and I wish had a company that I felt like they cared just a little bit.

Had the motor mount break that in itself isn't a big thing but it took out the Primary Clutch. I thought no big think I have warranty. Took it to the dealer and they said ya it should be covered but Polaris denied the claim. Called Polaris and talked to customer service (the name is a joke for this department, it should be our attorneys told us to say this department). Any way my bad I thought I had a two yr. warranty but as it turns out it is only the one yr. warranty except for the motor is two. I think I was miss lead at the time I snow check this, but at this point that was too long ago to remember exactly what was said, but I sure thought it was 2 yr. bumper to bumper. Talk to customer service and tried to get them to reconsider because I think we all know there have been some issues with this bolt breaking and in fact there is a whole kit made up just to deal with it.
Anyway the customer service department read me the canned answer “The tech department determines this and nobody can over turn them and bolts are not part of warranty unless they are defective and discovered during the warranty period.”
This was the coldest Customer service conversation I have ever had with any company in my 50 plus yrs of dealing with consumer products. No were sorry to hear this, wish we had a better answer, it was “stop bothering me my coffee is getting cold” kind of ordeal. Tom at Polaris Consumer Care you defiantly left me feeling uncared for. Oh by the way Tom is the Manger so you can only imagine how the rest of the department is handled.
Oh by the way “There is no issue with motor mount bolts breaking with these sled or there would be a tech bulletin out on it.” said Tom
So if you have 2011 bolt in you sled you may want to get them replaced because the cost of a clutch is a lot. If you have the 4 yr warranty you might be ok but I wouldn’t count on anything based on my warm and fuzzy conversation with Tom.
Legally I’m sure he is right. From the consumer side I feel a little let down since I know there are issues with the bolt that Polaris know about and put a kit together to address. By the way I learned by replacing all the bolts as part of a kit it reduces the number of failures and that keeps them from having to issue a tech bulletin that keeps them from having to deal with a customer like myself that now gets to purchase the defective parts, and the part that were damaged, from Polaris to fix the defective parts they sold me as part of the sled.

Ok done venting. Wish I knew someone at Polaris who just might care or act like they care.

 

[Reg2view]

I believe the 2nd year, and I have one, too, covered the 'power' unit. Primary could be arguable. Sounds like a crap answer from poo, tho. They know this is a problem, beyond the legalese. Someone needs to run an attorney at them on this kind of chit. Very weasely. Principle of it.

 

[akgiauque]

This is not a way to stay on top of sales in the Mountain segment. The issues with the 08-10 D8's gave them a black eye. If this is an issue of splitting hairs then it will catch up with them. A bolt not covered I get that, but if the motor mount is a bolt then that is an issue. That is not the first motor mount problem noted here and I would press them harder.
Many more of these stories and guys will be shopping other brands in the future. Lots of guy are not brand loyal they are best product & service loyal.

 

[Jaynelson]

I'm sure it's not the answer you wanted to hear given the cost of a new primary, but there really hasn't been any wrong doing here. Regardless of what you've read on the Internet of the issue....Polaris does not recognize it and that's that. Sucks, but all manufacturers have some of those. Ford and dodge have been making crappy front ends for decades...everyone knows it, but try to get a set of balljoints out of them out of warranty...not happening.

Also, that part is not covered by the engine warranty, but rather the (expired in this case) comprehensive. Many people paid extra for the extended warranty.....how do they feel if Polaris covers your part on the house? Extended warranties are like car insurance....always a ripoff until you need it.


If the dealer misrepresented the warranty, that is a completely separate issue and a tough egg to crack....

 

[B C]

I'm sure it's not the answer you wanted to hear given the cost of a new primary, but there really hasn't been any wrong doing here. Regardless of what you've read on the Internet of the issue....Polaris does not recognize it and that's that. Sucks, but all manufacturers have some of those. Ford and dodge have been making crappy front ends for decades...everyone knows it, but try to get a set of balljoints out of them out of warranty...not happening.

Also, that part is not covered by the engine warranty, but rather the (expired in this case) comprehensive. Many people paid extra for the extended warranty.....how do they feel if Polaris covers your part on the house? Extended warranties are like car insurance....always a ripoff until you need it.


If the dealer misrepresented the warranty, that is a completely separate issue and a tough egg to crack....

Totally agree with Jay on this one, see it all the time as a car dealer.

Dealership sells the vehicle and informs the customer there's a great warranty, but gives no details and the customer doesn't ask for specifics. Dealership gets the vehicle in for "warranty" work and guess what, the warranty expired on that part. Facts are facts no matter what your dealer told you, or didn't tell you. All you really have here is a part that isn't covered under warranty. Could they have handled it better? Obviously, but it's still an uncovered part.

On the other hand I was totally under the impression that the 2nd year warranty on my Pro was the same as the first. Thanks for the heads up.

 

[rcbc]

either way it is useless to call polaris. I called the number on the back of the manuel and got the girl who is so disgruntled i could only imagine she takes care of "her business" with a wire brush. Has anyone ever made headway by calling them?

 

[wellfed777]

this i why people on here always advise going with the best dealer over brand loyalty because they'll help you even if the manuf. won't
still sucks sorry man

 

[Reg2view]

I'm pretty certain my 2nd yr warranty on the 2011 covered the primary and secondary. Something to check on at home. Now, don't know if the motor mount bolt breaking would be called a normal wear or abuse item, of course.

 

[Aussie Niko]

How does the mount take out the primary? Have you got any pics of which mount it is ?

 

[mountainhorse]

What is your case (file) number on your denied claim?




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[flying frenchman]

Second year is powertrain only, it doesn't cover everything. Get a print out from your dealer and you'll be surprised it doesn't cover a whole lot. Don't forget to service your sled at the intervals, that includes re-torque the motor mout bolts at 1000 miles. It should all be in your manual.

 

[skippy]

Second year is powertrain only, it doesn't cover everything. Get a print out from your dealer and you'll be surprised it doesn't cover a whole lot. Don't forget to service your sled at the intervals, that includes re-torque the motor mout bolts at 1000 miles. It should all be in your manual.

No kidding! If you want to wreck your day, just go read the warranty disclaimers in the back of your manual. Polaris has you right by the balls if they want too. That's why I think having a good dealer relationship is key!

 

[ApeSh*tBananas]

motor mounts

Its issues like these that make it hard to be brand loyal, it makes me think twice about snowchecking the new 2013 polaris, hopefully polaris steps up and resolves this, keep us informed on how this turns out.

 

[jakey-boy]

These are exactly the kind of horror stories that make me so nervous about my Polaris. I have a great dealer I feel like and I love my sled but sometimes it is out of the dealer's hands. I absolutely have to give a thumbs up to Arctic Cat for stepping up to the plate. For those that don't know they sent all people that bought a 2012 a new belt in the mail and also extended the warranty another whole year due to some of the small issues they have had. That is how you serve your customers and is one place Polaris could learn a thing or two. Now If cat would just learn from Polaris how to build a mountain specific snowmobile and include demo rides as part of their marketing plan...

 

[winter brew]

IMO, in a case like this a good dealer that wants to sell you sleds in the future will offer you the repair parts at or close to cost.....or you buy parts and they cover the labor, or SOMETHING in an effort to ease the pain.

 

[Jaynelson]

Its issues like these that make it hard to be brand loyal, it makes me think twice about snowchecking the new 2013 polaris, hopefully polaris steps up and resolves this, keep us informed on how this turns out.

If you base your sled (or vehicle) purchases on which manufacturer will warranty an out-of-warranty part....I think you will be dissapointed everytime.

Like B C....I work at a car dealership and see this all the time. Parts break just outside of warranty and people think it's some kind of scam. It's not....and the fact that it broke just outside of warranty is just crappy luck. Would I be dissapointed if it were me? Yes. Would I try to get a freebie on an exception? Yes. Would I be dissapointed with rude phone service? Yes. BUT...by the book, the part is not covered and it really is that simple. I don't blame anyone for trying....but if denied, any bad blood is really on your hands.

As someone who paid extra for the extended warranty snowcheck option....if they're going to warranty your parts with the basic warranty, I will feel a bit of a sucker. Double edged sword.

Like Brew said....a good dealer seeing your dissapointment, may offer to split costs or work a good deal for you. But recognize that is over the call of duty.

 

[Demo250]

If you base your sled (or vehicle) purchases on which manufacturer will warranty an out-of-warranty part....I think you will be dissapointed everytime.

Like B C....I work at a car dealership and see this all the time. Parts break just outside of warranty and people think it's some kind of scam. It's not....and the fact that it broke just outside of warranty is just crappy luck. Would I be dissapointed if it were me? Yes. Would I try to get a freebie on an exception? Yes. Would I be dissapointed with rude phone service? Yes. BUT...by the book, the part is not covered and it really is that simple. I don't blame anyone for trying....but if denied, any bad blood is really on your hands.

As someone who paid extra for the extended warranty snowcheck option....if they're going to warranty your parts with the basic warranty, I will feel a bit of a sucker. Double edged sword.

Like Brew said....a good dealer seeing your dissapointment, may offer to split costs or work a good deal for you. But recognize that is over the call of duty.

Couldn't agree more. If this had happened in the first year bumper to bumper and they had said no, you have something to be mad about. If your dealer misrepresented your warranty, you have something to be mad about. (Your dealer, not Polaris) If you simply hoped they would make an exception for you since you phoned them and made a fuss over something they have every right to deny, than you have nothing to be mad about.

Like Jay said, if they fix this out of warranty part what does that mean for the people who actually payed to have extended bumper to bumper? Does that mean they are suckers who payed for nothing? If they are going to fix everything on the powertrain warranty as if it were a bumper to bumper, there would be no point in buying the extended bumper to bumper.

Sorry, I know this isn't what you want to hear... but you have no grounds to be angry at Polaris for sticking to their warranty policy that you agreed to when you signed the dotted line.

 

[mountainhorse]

What is your case (file) number on your denied claim?





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[renegade18]

Well I had the same thing happen last weekend. My motor mount bolt broke for the 3rd time on my 2011 Swithback Assault. Twice under the first year warranty. Now they know there is an issue with my sled but when I took it in this time under my 4 year warranty they said they would cover the cost of all 4 motor mounts and bolts but not the labor ($125). There is an update BTW and was one late last year.

The reason I found it this time was because I kept hearing a clunking noise and thought it was ice in between the chassis and the tunnel. Well when I went to put my sled away I put the sled in reverse and I heard it again. I took the side panel off and saw the bolt and the rubber gear looking thing that held the motor mount bolt had gone into the primary making the clunking.

I could care less about the money it is principle especially when there is a documented problem last year in my full warranty. The owner of my dealer is going to see what he can do and he was willing to waive the labor but I said see what you can do with Polaris and if they do not pay no big deal.

Again there is an updated kit for it so make sure you dealer put it in.

 

[MTdragon]

As far as the warranty goes that does suck. I thought when I bought my 2011 the only difference in the warranties was the length and that the four year was three years from a second company after the one year polaris. I can't remember that far back but glad I went with the four year now. I currently have an issue that is covered under warranty but Polaris can not supply the parts. Your comment about the customer service at polaris is spot on. They can not and will not help with anything. I have heard horror stories like this in the past but never dealt with it first hand. All I can say is pick your dealer wisely. Thanks to the great service I have received at mine I have a demo to ride while they try to find a way to find a way to get mine back up and running. They could easily give me the same corporate lip service that I am receiving from the factory, but they have stepped up to do what they can to make it right.