At a glance:
- If you contact us directly or via your dealer with your questions, requests, or complaints, we will process your personal data necessary for handling your question, request, or complaint. If you contacted us directly, we may need your authorized dealer's or our distributor's assistance, which we will inform you on and request your approval to share your personal data.
- If you contact third-party call centres with requests for information, problems, complaints, managing returns and warranty claims, the third-party agency will process your data within the Yamaha environment and have access to your account data.
- If you participate in our customer surveys, we will analyze your answers in an aggregated manner to gain statistical insight in how (potential) customers are using our products and services, what their product and services interests are, whether they are satisfied, and learn how to improve and develop our products and services.
- Ensuring the high quality and safety of our products and services is very important to us. Therefore, we will process your personal data in relation to repairs and replacements at your authorized dealer for monitoring, ensuring, and improving our products and services quality.
- In the event of a safety issue, we may be required to inform you and process your personal data for our recall campaign, including promoting the quick repair or replacement of the defective (part of the) product.
Who is responsible for the processing of your personal data?
We are the data controller responsible for the processing of your personal data if you participate in our competitions,, events, or promotions, such as our product launches, demos and (experience) tours, riding classes, and special or temporary product or services promotions.
Authorized dealers and distributors: your authorized dealer and national independent distributor of your country of residence will process your personal data to help organize competitions, events, and promotions, maintaining contact and communicating with you, and promote the sale of our products and services. Authorized dealers will also provide your personal data to us if you make use of a special or temporary promotion for certain of our products or services, so we can check your eligibility and provide you the promotion. These dealers and distributors will also be data controllers responsible for the processing of your personal data, jointly with us for the purposes specified hereunder.
How did we obtain your personal data?
We collect and process your personal data in relation to customer service, surveys, quality assurance, recalls, and product development from the following sources:
- From you, if you contact our customer service directly with questions, requests, or complaints, or if you participate with our customer service, or provide product or service quality and use data by using our products and services.
- Authorized dealers and independent distributors, if you contact your dealer with questions, requests, complaints, and the dealer or distributor require our involvement to resolve it in situations where we need some of your personal data for these purposes.
- Authorized dealers or distributors assisting with customer surveys and measuring product and services quality.
- Authorized dealers, distributors, and relevant governmental authorities, such as national road traffic agencies, involved in the recall of our relevant products.
Customer service, surveys, quality assurance, recalls, and product development
Which personal data do we process about you?
We process your following personal data in relation to customer service, quality assurance, recalls, and product development:
- Full name.
- Contact details:
- Address
- E-mail address.
- Phone number.
- If relevant: vehicle or other product identification number, model, year, accessories, manufacturing date.
- If you contact us or your authorized dealer, we will also process:
- Date, communications, and content of your question, request, or complaint.
- Whether you wish us to forward your question, request, or complaint to your authorised dealer if you contacted us.
- How your question, request, or complaint is resolved by us and your authorised dealer.
- If you participate in one of our surveys, we will also process:
- Your answers to the survey and analysis thereof, such as family composition, purchased products and services, how you use the products and services, your interests in (new or other) products and services.
- Depending on the survey, we will pseudonymize your personal data by removing directly identifying information, such as your name, or anonymised the completed survey, and report only in aggregated, anonymised form.
- If your product is recalled for safety, we will also process:
- Your license plate number if applicable and available.
- The safety issues.
- Inspection status and recalled or repaired status.
- For quality assurance and product development, we also process your:
- Information on your repairs (price, data problem started, start and end date repair, repaired/replaced part, hours of use of the vehicle/part).
- (Warranty) claim and approved or declined the amount.
Why do we process this personal data and what are the legal grounds for processing your personal data?
We use your personal data for the following purposes, based on the following legal grounds applicable to the listed purposes:
Purposes
Legal grounds
- For receiving invitations to our customer surveys, if required to obtain your consent.
Consent:
You can withdraw your consent at any time at the bottom of every message you receive, or by contacting us using the contact details below. Withdrawing your consent will not affect the lawfulness of our use of your personal data before your withdrawal.
- To handle your questions, requests, or complaints.
- To request and obtain your approval to provide your question, request, or complaint to your authorised dealer.
- To have your question, request, or complaint resolved by us or your authorised dealer
To monitor the proper resolution of your question, request, or complaint by us and your authorized dealer. - To ensure the high quality and safety of our products and services.
- To further improve the quality of our products and services.
- To gain statistical insight into how customers use our products and services, (warranty) repairs performed, and their intervals, for product development and market research purposes.
- To exercise or defend against legal claims.
Legitimate interests:
- We may process your personal data as necessary for achieving our and/or others' legitimate interests.
- We have a legitimate interest in measuring customer satisfaction and interest to improve and develop our products and services.
- We, you, and others have a legitimate interest to monitor the quality, including safety or our products and services, and ensure the high-quality and safety thereof.
- We have a legitimate interest to properly handle any requests, questions, complaints made to us, where necessary together with your authorized dealer and distributor, and monitor and verify the proper handling thereof.
- We will also have a legitimate interest to process your personal data in case of any disputes, and to respond to, handle and document your inquiries and requests.
- To maintain the safety of our products, inform you of safety issues, and remove or repair the product where needed for safety reasons.
- To comply with other legal obligations, including court orders or requests from an authority, and accounting and archiving requirements.
Legal obligation:
We process personal data when necessary to comply with one of our legal obligations, including required recall campaigns.
How long do we retain your personal data?
We will not retain your personal data longer than necessary in relation to the purposes for which the data are processed. This means that we will retain your personal data until 1 year after the reception of your question, request, complaint, or participation in a survey, unless we still need your personal data to comply with the applicable law, or for the establishment, exercise, or defense of legal claims, for example in accordance with a complaint.
Who will have access to your personal data?
Your personal data will be processed by persons working for or on behalf of us on a need-to-know basis for the purposes described above. We also use the services of third parties who process your personal data on our behalf, acting as a data processor, such as for providing hosting services. In each case, we have concluded appropriate data processor agreements in line with the applicable data protection laws. In addition, the following parties may receive your personal data as (joint) data controllers or processors:
Category of recipient
- Dealer and distributor: to assist with handling questions, requests, and complaints, performing surveys, and recalls, and receiving information on repairs for quality monitoring and improvement purposes.
- Competent authorities: in the event of a recall campaign, we may need to share personal data with competent authorities and may receive vehicle registration and address information to carry out the recall campaign.
- Third-party call centres: if you contact third-party call centres with requests for information, problems, complaints, managing returns and warranty claims, the third-party agency will process your data within the Yamaha environment and have access to your account data.