BX warranty problems with dealer

[SBD]

Has anybody ever had problems with their dealer being non-responsive when calling about minor warranty work? I have called the service manager and left 2 messages and talked to him once but he refuses to return my call. I have given him 2 or 3 days in between calls but he won't respond. I have been very polite with him so far.

I am guessing that he is ticked off over my less than grand survey that Kubota sent me after I bought my BX. I didn't stab them in the back but I wasn't happy as a clam either over the buying experience. They never told me the tractor had 13 hours on it and the first time I had a warrenty issue (the tractor moving backwards by itself when in gear) they tried to tell me it was a lubrication issue that should not be covered under warranty. Heck, I only had about 50 hours on it at the time.

My 2 warranty issues are minor. I have a top link that is not working right and am inquiring about the Seat replacement program.

I guess I can contact the other Kobota dealer in town but I wanted to know if there was some recourse through Kubota for being treated like something other than a customer who bought a very expensive tractor.

 

[Bird]

I once had a problem with a dealer and a letter to their headquarters in California, with a copy to the Better Business Bureau, brought a pretty prompt response and complete resolution of the problem.

 

[Jimbrown]

Just out of curosity how can a top link not work right?

 

[SBD]

The top link has a slight bend to one end. This makes it difficult to adjust.

 

[The Gardener]

I guess I can contact the other Kobota dealer in town

That would be my inclination. It is likely that other needs will surface down the road, and I am not seeing any reason to expect your relationship with this manager is going to improve. Part of service is feeling confident that your tractor is being left in good hands when you drop it off. I'd always be a bit suspect of someone once I had this type of history.

Our loudest voice is where we spend our next dollar.

:The Gardener

 

[Skyco]

Does Kubota let the dealer know who submitted a poor survey response? I would hope not. Of course some surveys might be correlated with a particular buyer if there is an "essay" portion, I don't remember ever getting a survey after I bought my BX24, if I did I didn't turn it in.

 

[rdsaustintx]

I've gotten a survey every time my tractor has been to the dealer. The dealer is great, I slam Kubota on stuff like the air cleaner bracket and parts pricing.

YOU bent your top link, warranty could go either way on that one. I have bent two, never occurred to me to ask dealer to replace. Kubota top links are ridiculously expensive. Aftermarket ones are cheap, but hard to find for the BX. Search here and you can find 'em.

You are a little late for the seat replacement program. I got one from Carver equipment (after they announced it here) for $40 or so. It's worth every penny.

 

[Jason537]

Dealers do not know what customers do the survey, as for the 13hrs,.. why would you not look at the hourmeter when you purchased it? Take note of the serial number,.. it is put on the BOS.

As far as I know, hours also have no impact on the warranty time,.. its from date of purchase or built up hours after delivery. So if you have warranty up too 500hrs,. you will get 513hrs or date whichever comes first.

Also maybe the dealer is tending to long standing customers,.. believe it or not,.. there is a line and you just have to wait for your turn.

 

[RayCo]

Also maybe the dealer is tending to long standing customers,.. believe it or not,.. there is a line and you just have to wait for your turn.

If the length of the line is the cause of the non-response, they're not properly staffed for the demand on their services.

 

[Jason537]

If the length of the line is the cause of the non-response, they're not properly staffed for the demand on their services.

If it is like my shop then yes,.. we have room for about 3 more mechanics and 2 parts people and sell more than we can service,.. But we also run the full AGCO line, including Challenger, tillage equipment as well as seeding.

If people have money and want to spend it,.. we aren't going to turn them away,.. no business would profit with that business plan.

On a side note,.. the service manager should if possible be returning phone calls,.. after all a happy customer is a returning customer. If it does tend to become a problem, the OP could get in touch with the area service rep and ask for some advice,.. but you also do not want to make bad with the seller,.. both sides need to come up with a solution,.. even if one has to give more than the other.