Ever Get The Feeling? "Service Dept Managers"

[JasonMac]

I can't give up my John Deere for a Kubota. I personally like the John Deere product much better, for many reasons. But I'm hating the fact that I now have to go through this one individual service guy. I've never felt like I was talking to a wall before. But I do now. He is a fast talker, and he tries to fast talk me into something is an illusion... or meant to be that way etc....

As far as trading... I wouldn't trade, I would take too much of a bath with my John Deere right now... and I would rather have a John Deere over a Kubota for lots of reasons. Nice Tractor, but I feel as though the JD is nicer... mainly twin touch hydros, and Left/Right Brakes that are actually designed to work... Kubota you have to admit has an engineering flaw there, with that one..

 

[mjncad]

But I'm hating the fact that I now have to go through this one individual service guy. I've never felt like I was talking to a wall before. But I do now. He is a fast talker, and he tries to fast talk me into something is an illusion... or meant to be that way etc.

The service guy sounds like he was a salesman who was moved to service manager because he couldn't sell anything, and the only reason he is still there is that he is related to the owner, or some such thing. I'd say it's time to grip to the owner of the dealership and if that doesn't work, gripe to Deere corporate. Also, I'd look for another dealer.

 

[jaybrad]

It's amazing that more companies just don't seem to understand how important customer service is.

There is a local Deere/Kubota dealer where I tried to buy a tractor, but their salesperson was just awful, so I went elsewhere. This same dealer has a couple other locations - and at one of those other locations, I bought a wood chipper. Because my tractor is a SCUT, it required cutting the PTO drive to make it fit - and to make a long story a bit shorter - a few of us well-intentioned, but not very smart, folks tried to do this on our own, and messed things up pretty good. So I went to the dealer for help.

If he told me it would cost $300 to fix the problem, I would have licked my wounds and paid the bill, but instead it took the service manager a couple days to understand what I was seeking and then tell me there was nothing he could do. He didn't have any suggestions, and made it clear that he would spend no more time on my problem.

Through some folks at work I found a local machine shop where I took the parts one afternoon and had it fixed the next morning - and it cost me < $50. I've since been back to that machine shop several times for other projects.

Then there is the dealer where I bought my tractor. I haven't had any service issues yet, because I've done the work myself. But I have had a few questions about service and parts, and have called or dropped in to talk with them. No matter who I talk with, they have been patient, helpful, and have a good sense of humor.

Their parts are not at discounted prices and I could order them cheaper online, but there have been more times when they have spent time helping me that does not yield them any parts or service income. So I willingly pay what they charge when I need something, and actually look forward to the next time I'll do business with them.

The former dealer is bigger and doesn't seem to care. They don't get it, and never will.

The machine shop and latter dealer do care and will get my business and recommendation.

Just a long winded way of saying that if you're not being treated the right way at one dealer, vote with your wallet - and go elsewhere.

 

[Spudland_Dave]

I can't give up my John Deere for a Kubota. I personally like the John Deere product much better, for many reasons. But I'm hating the fact that I now have to go through this one individual service guy.

Jason, I see your in NH, buy/rent a trailer and haul it here to southern Maine...quite a few good dealers here....one of which is the same one jaybrad is talking about being bad...his gripe was with a location other the mine (notice I put in my original post that we could debate the sales dept, sounds like thats the same across their footprint) as far as Parts & Service they have treated me VERY well...The way I see it is I deal with sales for a week or so, then I have to deal with Parts & Service for many YEARS...
I know the OTHER (CIH/MF/Cub Cadet) that Jay is referring to, and unless its Deere specific, I go there for everything now...they are simply supurb.