IslandTractor
Super Star Member
- Joined
- Sep 15, 2005
- Messages
- 15,802
- Location
- Prudence Island, RI
- Tractor
- 2007 Kioti DK40se HST, Woods BH
A Kioti customer service rep, Stephanie Denton, just replied to my inquiry regarding the status of the cracked loader repair. Here is what she said:
1) Kioti has finalized the engineering and repair strategy
2) Kits are being manufactured now
3) Expect that dealers will get an announcement "within the next two months".
She did not have any further details so I gather Kioti will only release those once they announce the repair program officially to the dealers. I got the impression that all communications would be via the dealers too which is certainly appropriate for warranty work. I did not ask about out of warranty FEL repairs but I gather Kioti has been reasonably generous in that regard with other problems.
So, while I'd prefer to have the repair now it does seem that they are at least moving forward at something between tortoise and jack rabbit speed and I guess a further couple of months patience is warranted. It will be nice to get all this behind us.
I cannot help but reiterate once more my disappointment about the level of communication from Kioti corporate on this matter. It really should not take a phone call from a customer to get this information out. My dealer had heard nothing since June when I called him earlier this week which is why I made the direct inquiry to Kioti. Stephanie couldn't have been nicer but it still seems like a "bad case" for a business school class to discuss as an example of how inadequate corporate communication can let a mole hill of a product problem turn into a mini-mountain of customer discontent.
Finally, a plea to keep TBN discourse on this thread relevant and polite. I'm getting tired of having the moderators close these threads.
1) Kioti has finalized the engineering and repair strategy
2) Kits are being manufactured now
3) Expect that dealers will get an announcement "within the next two months".
She did not have any further details so I gather Kioti will only release those once they announce the repair program officially to the dealers. I got the impression that all communications would be via the dealers too which is certainly appropriate for warranty work. I did not ask about out of warranty FEL repairs but I gather Kioti has been reasonably generous in that regard with other problems.
So, while I'd prefer to have the repair now it does seem that they are at least moving forward at something between tortoise and jack rabbit speed and I guess a further couple of months patience is warranted. It will be nice to get all this behind us.
I cannot help but reiterate once more my disappointment about the level of communication from Kioti corporate on this matter. It really should not take a phone call from a customer to get this information out. My dealer had heard nothing since June when I called him earlier this week which is why I made the direct inquiry to Kioti. Stephanie couldn't have been nicer but it still seems like a "bad case" for a business school class to discuss as an example of how inadequate corporate communication can let a mole hill of a product problem turn into a mini-mountain of customer discontent.
Finally, a plea to keep TBN discourse on this thread relevant and polite. I'm getting tired of having the moderators close these threads.
