What a nightmare, please read.

[3930dave]

Maybe the best post DavesTractor has ever made. Your customers have to come before your short term profits. A tractor, regardless of who built is, is only as good as the dealership who sells it to you.

The dealer is the last step in the chain, and the local face of a manufacturer. As described, the local dealer seems to be doing whatever they can to make the best of a bad situation.

Whether you are dealing with a lone individual, a local dealer, or a Fortune 100 corporation, they either have your back, or they don't. The dealer can take action, up until they hit restrictions put in place by the manufacturer - to push past that, they end up burning up significant funds of their own, to resolve a manufacturer caused problem.

If the dealer has to continually solve problems that the factory won't pay for (and should) then most face a choice of either going insolvent, or having to drop the line.

Rgds, D.

 

[Industrial Toys]

It seems that many manufacturers don't fairly compensate the dealers for warranty work at the best of times. Dealers too often have to fight for the manufacturer to cover something. Then the manufacturer will only pay a fraction of shop rate. Sounds OK, but that time may be time taken away from making full rate on other jobs? I don't understand why there (too often) has to be this adversarial relationship between manufacturer and dealer. Most often, the customer is not even aware of this.

 

[CADplans]

It seems that many manufacturers don't fairly compensate the dealers for warranty work at the best of times. Dealers too often have to fight for the manufacturer to cover something. Then the manufacturer will only pay a fraction of shop rate. Sounds OK, but that time may be time taken away from making full rate on other jobs? I don't understand why there (too often) has to be this adversarial relationship between manufacturer and dealer. Most often, the customer is not even aware of this.

I think $$$ is always difficult to split, such as between a manufacturer, and a retailer.
Think how often we hear about partnerships failing,,, money is always blamed.

I am positive if the manufacturer quickly paid on repairs,, without questioning,,
there would be a LOT of improper claims,, the retailer would use it as a source of income.

Easy money is just TOO tempting to many people.

 

[hawkeye08]

I'm in technology business and before we can start shipping a new product, we have to have spares stocked around the world where the product will be selling. It is a showstopper requirement. We know all too well the importance of protecting the brand when a new product comes out, and there is nothing quite like the frustration a customer has when a new product fails and there are no parts.

 

[SteveM70]

I'm in technology business and before we can start shipping a new product, we have to have spares stocked around the world where the product will be selling. It is a showstopper requirement. We know all too well the importance of protecting the brand when a new product comes out, and there is nothing quite like the frustration a customer has when a new product fails and there are no parts.

That's the way it should be. Only my opinion, but why would you sale somebody something without the parts readily available to fix it with. "It rarely happens" is no excuse that's going to appease the guy waiting on the parts.

 

[Ford850]

*Update*

I made 4 phone calls to 3 different people at Mahindra today, none of them returned my call, big surprise.

The dealer said the pump was in Texas today. So they should have it by mid week. When they get it they are putting it in and throwing it together.

The dealer was helpful in the beginning, as of late they just want it out of their shop. Again, they were supposed to try and get ahold of someone on Friday to ask if the pump can be opened. Never happened.

I am honestly at a loss for words.

Any word on it yet?

 

[PJSprog]

I made 4 phone calls to 3 different people at Mahindra today, none of them returned my call, big surprise.

While it's definitely regrettable that you are in this position in the first place, ... I'm not entirely convinced that you are actually helping your cause with the non-stop phone calls.

 

[DieselBound]

I think $$$ is always difficult to split, such as between a manufacturer, and a retailer.
Think how often we hear about partnerships failing,,, money is always blamed.

I am positive if the manufacturer quickly paid on repairs,, without questioning,,
there would be a LOT of improper claims,, the retailer would use it as a source of income.

Easy money is just TOO tempting to many people.

Beat me to it!

 

[IH782]

*Update* made more calls. I finally got ahold of the Senior Manager of Support.

Mahindra will still not let us open the pump, but he said they would send us the test results. Lot of good that will do if something is wrong.

We have decided to trade the Mahindra on a Kubota L47. For no other reason than the TERRIBLE dealer and company support.

 

[IH782]

When this is all done I will post names, titles and extensions of everyone I talked to. The only thing I won't do is post cell numbers. Hopefully this will help someone in the future.