Dealer Dealer Pride and Prejudice...they may not support you!

[WarrenF]

Please chime in on this topic whether you are a dealer or an end user who has experienced this very thing.

One dealer said, "If you bring your tractor in today for service, and one of our customers brings his in tomorrow...we will put him in front of you and get to yours when we can." He said, "We will get to it, but only when it's convenient for us to do so." But when I asked him if he blamed me for saving the $2000 on the same tractor he said no and would probably do the same thing.....?

Brady Barlow is so honest, he verified what the GA dealer was saying. It seems dealers don't have to go out of their way to support your tractor if you didn't buy it from them. Kubota says, "We highly recommend you take your tractor back to the dealer from whence it came." That statement seems to clear Kubota from being a referee. But....if you press Kubota, they will call the dealer and ask them to perform the service/repairs that need to be done. But I'm sure it won't be carried out with much enthusiasim or attention to detail.

Again...Brady said he would much rather me be a happy Kubota owner and have a good relationship with my dealer, than for him to make a sale and cause me grief. His attitude speaks volumns and it doesn't go unnoticed. Kubota needs more dealers like him.

So here I am.... Save $2000 plus tax, or give it to the guy down the street so I can be assured he will repair my tractor if the axle breaks.... What would you do? Have any of you had to deal with this very issue of Dealer Pride and Prejudice?

I've been struggling with this for weeks now, and need to pull the trigger on this deal so I can get to work. I really would like to know how everyone feels.

Thanks for taking the time to help,

Jeff

I would think that if you were in business and someone came in a shopped you......then took your best deal to some other business and ground them down to a lower price....you would feel the same way.

Where in the world does this prevailing attitude that any business is IN BUSINESS for anything other than making money. Oh I know, some of you are going to say that the only way you get more business is by treating all customers the same. Let me tell you about customers. I had a "really nice older lady" who told me she had short term memory problems. She only lived five miles from my house. She would get her internet modem all goofed up and then get her computer all goofed up.....so she would call me. Being the nice guy.....I did not charge her to fix the problem. She did this to me two more times. I finally told her that any and all calls from this point forward would be charged at a rate of $75.00. Guess what, she found oiut she could operate her system just fine....and I DID NOT GET A REFERRAL FROM HER NOR DID SHE SEND ME ANY CUSTOMERS.

I will tell you what....buy your tractor and save $2000. I for one will applaud any dealer in your local area that suggests you take your tractor somewhere else for service and or warranty work. If you think for a minute that warranty work "could be a profit center" for the dealers, then you also believe in the tooth fairy. Furthermore, if I were the dealer, and you began calling incessantly trying to gain information about parts or service issues etc., I would suggest that the personnel answering the phone would treat you politely yet provide NO INFORMATION.

Finally, I would make sure that those who will not support their local dealer, should be held accountable when the city/county/school district/or fire department, needed to raise taxes. I would make sure I told everyone that you are part and parcel of the problem and you really don't care about supporting the tax base in the area you live.

Everyone needs to put this up on your shop....YOU LOCAL DEALER OR BUSINESS IS IN BUSINESS TO MAKE MONEY. THEIR RESPONSIBILITY IS TO MAKE SURE THEY MAKE ENOUGH MONEY TO CONTINUE TO BE IN BUSINESS.

 

[argeaux]

I would think that if you were in business and someone came in a shopped you......then took your best deal to some other business and ground them down to a lower price....you would feel the same way.

Where in the world does this prevailing attitude that any business is IN BUSINESS for anything other than making money. Oh I know, some of you are going to say that the only way you get more business is by treating all customers the same.

Everyone needs to put this up on your shop....YOU LOCAL DEALER OR BUSINESS IS IN BUSINESS TO MAKE MONEY. THEIR RESPONSIBILITY IS TO MAKE SURE THEY MAKE ENOUGH MONEY TO CONTINUE TO BE IN BUSINESS.

There are plenty of ways to "make money." Just because someone is in business to get money from me, doesn't mean they DESERVE IT.

I am a businessman. I run into this all the time. People come to me and say they can get x product or service cheaper, so can I either make them a deal or explain why my product/service is more expensive?

What I do is explain to them why I am a superior choice. If you can't differentiate your business from your competition, you don't deserve to be in business.

In my case, my customers can call me 24/7 and I will not pass the buck - I often find myself helping them with problems that aren't my responsibility because if I can help, I will - I provide a superlative level of service that cheaper operations can't offer. I also outline how my products and services are superior - I use better components, and my services are different and better than cheaper sources. With me, you might pay a little more up front, but in the long run, you won't get nickeled and dimed to death like you will with the cheaper dealers.

One thing I DON'T DO with potential customers is respond with a veiled threat. Another thing I don't do is exploit any regional monopoly and cop an attitude knowing they may be forced to deal with me in the future. If I did that, I would have been out of business years ago. Then again, my business isn't designed around a Kubota-type dealership, where I'm likely given certain regional exclusivity and the people unfortunate enough to be in my "exclusive area" are S.O.L. if I'm not a reputable, ethical dealer.

I think what the O.P. really wants to know is that the dealer cares. If the dealer is coasting on his regional exclusivity or really wants to provide competitive products and services against anyone else. If I were the local dealer in question, I'd try to explain why my dealership is superior even if the price is a bit higher. The worst thing you can do is threaten a potential customer, which is basically what was done.

In the business world it's dog-eat-dog. You don't have to have the best prices but you have to have some reason why customers would want to deal with you, aside from being the only game in town.

I think this issue outlines how regional exclusivity hurts the manufacturer and the customer - it's time for that to be phased out. I find it funny the same people who would normally rant and about "corporate entitlements" are all too quick to suggest someone should patronize their local dealer because he deserves it because he needs to "make money." Money is EARNED. I'm sure I'm not the only person who has been raped by various contractors whose main source of business is the fact that they don't have any substantive competition. Those people deserve to sink and be replaced by better businesses, and when there's a chance to avoid them, I will and I do.

PS. If where you live, you can "MAKE MONEY" by simply opening a business in the area, regardless of whether or not you're competitive, let me know where that is because I'll open up a branch office.

 

[medicshawn]

I ran into a similar problem purchasing from my local guy. Except it was 4500 dollars between the trade an new purchase. I bought from Brady couldn't be happier and may in fact do it again. Brady is 400 miles away and still handled some warranty work for me. 2000 pays for alot of repairs IF you need them which I don't think you will.

If the dealer was that much of a pain to deal with what makes anyone think he will be any better if you buy your tractor there and have an issue. If he had good prices and good service people would be lining up to buy his product. I don't think it's any different than if you bought a tractor in Virginia and then moved to Arizona. Does Kubota expect you to drive it 3000 miles for service?

Everyone needs to put this up on your shop....YOU LOCAL DEALER OR BUSINESS IS IN BUSINESS TO MAKE MONEY. THEIR RESPONSIBILITY IS TO MAKE SURE THEY MAKE ENOUGH MONEY TO CONTINUE TO BE IN BUSINESS.

I don't buy the you can only buy from local business because they are local. If they charge a Resonable price and provide good service people would buy from them. There is nothing preventing any local business from jumping on the internet and doing the same thing everyone else is doing. I don't think I would buy from that local dealer just based upon his attitude.

 

[LBrown59]

I am in CT and I sat down with my three local dealers before I made my purchase - I also took a trip to meet with Brady. Many things were a factor for me to purchase my B2920 and ZD21 out of state;

1) I wanted to feel good about the dealer I was doing buiness with. I am not trying to say that NE Dealers are not the most friendly but all came off as a salesman trying to make a sale - I was just another guy walking in the door.

2) Fair Price - Although I realize that "stuff" in general just costs more in NE than most other parts of the country I was not please on how much more the NE dealers were asking for the same package when I compared to Barlows quote. I have heard there is not much margin on tractors - well I have 5 quotes that range from 5% ~12% higher.

3) Post Sales Support - I have had two Kubotas to date - although I am a nut and wash (and yes sometimes wax) my tractors I do use them as tractors. I have not (knock on wood) had any problems that requiered warrenty work for either so I suspect my B2920 will be the same. I buy Kubota because of reliability and value and if anything major does go wrong my local dealer must fix it - period. While I may wait a little longer if they want to play that game they are bound by a contract with Kubota to work on my Kubota and I will not be shy if I get a the major run around.

I too agree - $2K is a lot of money and would be a factor for me but more than that was the dealer. When I first engaged with
*Brady over the phone he was informative, genuenly interested in my application, offering some great insight and did not push in any way shape or form. I must have called him a dozen times prior to meeting him. He is a stand up guy and I will be doing more buiness with him in the future.

*Great to deal with.
Here are pictures of the 2 BX1500s I bought from him back in Nov. 2007.
MY TRACTORING PICTURES. - Page 2 - TractorByNet.com

 

[Mike Costello]

I spent a lot of years (in automotive service) both as an owner and working for others. And, the other guy who thought he didn't need a customer unless said customer bought from him doesn't have a clue. All businesses need customers, not the other way around. Arrogant attitudes simply drive customers away, and those customers tell others who stay away too.
Honesty, fairness, friendliness, and punctuality no matter what the situation win almost every time. Any businessman who cannot get those concepts through his head doesn't deserve to be in business. Sure, some customers are going to try to screw you, but if you can't take the heat--get out of the kitchen. It's just part of the territory.
Bottom line, businesses that put profit above customers won't have any business. Businesses that treat their customers like the gold they are will have plenty of profit to follow service.
I bought my Kubota from the local dealer for one reason only--he put my needs above the almighty dollar. I was treated with respect and fairness. I suspect he handles all his customers that way because he's got a lot of Kubotas sitting there and they're NOT gathering dust. Mike.

 

[crbr]

And it seems to me that everyone would expect that to be the case. The other dealers are willing to do the warranty work, but naturally, they'll give preference to those who bought from them. And I would expect the same to be true no matter what the product is; tractor, car, boat, airplane, computer, or anything else.

Honestly I would not expect this to be the case, but my expectation is quite the opposite. Maybe that is your point. Service should be about efficient service and customer satisfaction no matter what the circumstances. If this were an issue of color, it would be considered racist, thus my point.

It's cultural ignorance, where no one is willing to step up and do the right thing, regardless of the savings or profit that are involved. It's easier to be selfishly self-centered over the price of a machine than to give someone the same fair (warranty) service as the next (first-come first-serve) customer.

I'd buy from a man willing to cut me the best deal and then continue to alienate or frequent the dealer that wanted my future business (or not).

Warranty work all pays the same no matter what the dealer territory. It's each to their own but to snub someone for being dollar-smart by warning of a penalty of less than (my expectation of) prompt service... well that about smears all dealers as a slap in the face except to the one(s) whom is willing to do good business... What an insult to a customer's intelligence and integrity of consumer shopping no matter what the product is; tractor, car, boat, airplane, computer, or anything else.

 

[Bird]

Service should be about efficient service and customer satisfaction no matter what the circumstances.

I agree, and I would expect the dealer to do his best for the customer regardless of where the customer bought his tractor, BUT everything else being equal, I would expect him (or her) to put his own customers first.

 

[imajeepnut]

I want to thank everyone for taking the time to participate in this thread. We all have our own feelings of how situations should be handled, and that's OK. One thing I know after having my own computer networking company for years....you have to have a tough skin. Your town alone will not support you fully. You won't get all the customers. Some will take advantage of you and challenge you over $10 on a $2000 bill. It's all part of the job description, and you can make of it what you choose. And some have the philosophy that they "deserve it" for some reason or another....but you deserve what you earn...and respect and trust will carry you thru the hard times where arrogance will sink you. The only thing I can think of that any business is due is a chance....and what they choose to do with that opportunity is totally up to them.

I have many Kubota dealers near me so I am fortunate in that respect, but I will not single out the one dealer I'm referring to, out of spite. Their attitude upsets me, but it does nothing for me to hurt their business....so just know that I am referring to many dealers within a radius of where I live...because they all have given me the same story more or less.

I feel like 99% of you. My logic says the $2000 +/- will almost buy my trailer to haul the tractor on. I can handle all of the maintenance work on this tractor...but I'm no diesel mechanic and don't want to have to tear in to the engine. That's where I expect Kubota to take care of me under the warranty period...regardless of the dealer. All that being said, it does bother me to not support my local dealers and their families. But I have visited numerous dealers numerous times and given them ample opportunity to at least get close and try to earn my business, but they all seem to give excuses and get a little defensive when I mention my best price from another dealer. In their defense....maybe they can't drop their price that low. Some said they would lose money at that price?

I remember Jeep dealerships pulled this little stunt many years ago. I usually bought from CarMax or another large dealer because of the price . But when I took it in for a problem to one of my local dealers....the service manager asked me where I bought my Jeep, and said I should probably take it back to them. About 10 years later they changed their business model.

 

[Bird]

I remember Jeep dealerships pulled this little stunt many years ago. I usually bought from CarMax or another large dealer because of the price . But when I took it in for a problem to one of my local dealers....the service manager asked me where I bought my Jeep, and said I should probably take it back to them.

I have bought 2 Ford vehicles from Carmax. The first one was 2001 Windstar in December, 2002, was still under warranty and I had no problem at all with the local Ford dealer servicing it and performing warranty work, including some recall jobs that had not been done.

As for the Kubota dealers . . . when I bought my B7100 in 1995, I had visited 4 different Kubota dealers. I never told any of them what price the others offered. However, the dealer closest to me was trying to get me to sell him my motorhome at a very low price, so he told me he would sell me the tractor at his cost. When I asked how much that would be, he quoted a higher figure than any of the other 3 had quoted. So I did tell him that another dealer had offered to sell me the same tractor for less money, he became furious and yelled at me that I hadn't told him I had shopped around. He acted as if I were trying to cheat him, and I walked out. Needless to say, there's no way I would ever do business with him.

 

[imajeepnut]

Now THAT is a classic Bird...! I love those stories!

It pays to be an honest dealer.......

Here is something else that irritates me!... When I shop for a new car/Jeep, I get 3 different dealer quotes and ask each to give me their best price and I'll pick one. I get the quotes, and make my decision and receive a call from one of the dealers. I tell him I've made my choice and tell him who I picked. He then says, "Well I wish you had let me had a chance....I could have beat that price" !!!!!!! But he first told me that was as low as he could go....bottom dollar. Only when he learned that he didn't get the sale does he tell me he could go lower! That to me is a slap in my face and waste of my time. So was he not telling the truth the first time when he said, "That is as low as I can go" ? I don't have much patience for sales pressure and the like.