YouTech Special Case Reports

Service Bulletin SRV-SRB-16-019

Date:
To:
From:

July 28, 2016
Dealer Principal, General Manager, Service Manager, and Service Technician
Richard Kenton, Technical Director; Jonathan LaForte, Technical Manager

Dear Ducati Dealer,
We would like to raise the awareness of all Ducati network personnel on the importance of promptly
tracking and reporting any notifications from your Ducati Customers concerning potential problems
regarding the product, such as the ones listed below.

 What to report

Any Customer's complaint concerning damages to people and/or property caused by an event
potentially linked to a non-conformity of a Ducati motorcycle. The notification of the alleged nonconformity must be carried out by the Customer or notified in writing by another party on behalf of the
same (any means is acceptable, including e-mails).
Find below examples of information that must be promptly reported to the Ducati Service Department:

‐ A Customer reports damage to a person or property following an accident or fall “event” and claims that
the same was caused by an alleged technical problem of the motorcycle. The Customer may provide
documents such as; police reports, medical reports, a letter from a lawyer, etc. with the claim. The
notification to Ducati must be carried out even if the Customer does not provide any of the abovementioned documents, or similar, and also if the Customer does not provide any technical evidence to
support the claim.
‐ A Customer reports that the motorcycle caught fire, and claims that the damage was not due to vandalism,
or caused by external sources and/or non-original components installed on the motorcycle.

 How to make a report and to whom

Your notification must be sent as soon as possible to the Ducati Service Department by means of a
YouTech Assistance Request enclosing all the information described below.
In particular, from July 8, 2016, the following three items (X-injuries, Y-Material damage, Z-Bike caught
fire) can be found in the "Other details" menu in the section for the coding of the Customer's complaint.
You may only choose of the three selections as detailed below. If more than one selection applies please
choose the most appropriate category according to priority and add additional comments in the “notes”
section of the Youtech request.

YouTech Special Case Reports

Service Bulletin SRV-SRB-16-019

1) X-Injuries (SRV-SRB-16-019)
"Injured" must be selected only if the Customer arrives with the motorcycle claiming a physical
injury due to an alleged product defect, even if it cannot be directly proven at that moment.
This type of selection has priority over the other two.
This selection should be made even in the event of "Damage to property" or "The bike caught fire," if the
rider reports physical injuries occurred at the time of the event.

2) Y-Material damage (SRV-SRB-16-019)
“Damage to property” must be selected only if the Customer claims that the event caused by an
alleged product defect has also damaged things other than the motorcycle (Customer apparel, other
vehicles, garages, etc.).

YouTech Special Case Reports

Service Bulletin SRV-SRB-16-019

3) Z-Bike caught fire (SRV-SRB-16-019)
"The bike caught fire" must be selected only if a thermal event occurred (combustion with flames,
smoke, sparks, material melting) and the Customer did not report physical injuries, and claims that
the damage is not vandalism or caused by external sources, and/or non-original components
installed on the motorcycle.
This type of selection has priority over "Damage to property".
In case of "Fire" and "Damage to property", select "The motorcycle caught fire".

In these cases, the YouTech Request must be forwarded complete with the following documentation:
‐

VIN

‐

Plate Number

‐

Customer Name

‐

Dealer (Name and SAP ID)

‐

km/mi

‐

Maintenance history of the vehicle with indication of the service operations carried out (type, date and
km/mi). It is not necessary to also enclose the receipts.

‐

List of the installed accessories (Ducati Performance or Aftermarket).

YouTech Special Case Reports

Service Bulletin SRV-SRB-16-019

‐

Indicate whether the insurance of the vehicle covers fire and/or rider injuries.

‐

The Customer’s written account of the circumstances of the event.

‐

Information about the vehicles condition before the accident (riding km/mi before the accident, whether
the motorcycle was at a standstill and for how long, location, weather conditions, etc.)

‐

Any physical injury reported by the Customer, and proof (hospital or medical report) if provided

‐

Report of the authorities involved (Fire Departments, Police, other);

‐

Any third-party involved in the accident (Pillion rider, other vehicles, garage, etc.)

‐

Pictures of the motorcycle (pictures of the whole motorcycle from all sides, detailed pictures of the
damaged elements, detailed pictures of the elements indicated as faulty by the Customer, pictures of the
location where the accident took place such as road or garage, other detail pictures useful for the
analysis).

‐

Information on the motorcycle’s location at the moment of the notification (at the Dealer's premises, at
the Customer's house or in another place).

 What to do with the Customer's motorcycle

Depending on the nature of the event described in your YouTech Notification, Ducati, through your
Service Area Manager, may need to directly analyze the motorcycle. This can be done by visiting the
Dealer where the motorcycle is located, or by transporting the motorcycle to a Dealer selected by Ducati
Motor Holding.
If the condition of the motorcycle is altered, it may no longer be possible to trace back potential causes of
the event.
For this reason it is of key importance not to immediately begin repairs on the motorcycle. Should this be
necessary, written authorization should be obtained from the Customer.
The motorcycle should be left in the same condition it was in after the accident, if possible. The
motorcycle must be disassembled and/or restored only after authorization from your Service Area
Manager (through a reply to the YouTech Notification).

YouTech Special Case Reports

Service Bulletin SRV-SRB-16-019

 Why make a report

This is in line with Ducati’s mission to constantly monitor and improve the quality and safety level of our
products and services for Customers, and third-parties in general, and also to fulfil our legal obligation to
report to competent administrative bodies (e.g., Security and Transport Ministry).
In any case, notifications will be technically evaluated by the relevant Ducati Departments (e.g., Service,
Quality, and R&D) in order to determine if a product defect exists, and then to implement the necessary
actions with regard to the Customer and the product.
Should you have any questions regarding the required YouTech Notifications and the management of
cases, please contact your Service Area Manager
We thank you in advance for your attention and cooperation.
Ducati North America
Service Department