First experience with Kubota Warranties in 25 years, first bad experience with Kubota

[ruffdog]

Kubota would say NO, and I bet the contract that the dealer has with Kubota specifically says that the dealer cannot represent Kubota.

^^agree^^ The manufacturer's service rep is the last word on warranty coverage from the company. The dealer's service manager can help make a "deal" between the 3 of them, or the dealer can alone make a deal with the customer if the manufacturer denies any help. If the dealer sells multi-brands, nothing is stopping them of selling more product of the good manufacturer that helps their customers. A little competition at the dealer level can sure help the outcome.

 

[628pm]

Coby,
Just like every organization, there is a chain of command, and each link only has so much say so. In this case, it would be the mechanic, service manager, owner, regional rep, and so forth. In your occupation unless you owned the business you answer to someone else. I believe this is the same with my dealer. Dealer represents me as a customer and kubota as a dealer, but they have only so much control over warranties. At least that is my opinion.

 

[CobyRupert]

Kubota would say NO, and I bet the contract that the dealer has with Kubota specifically says that the dealer cannot represent Kubota.

They can't represent them??
So I, or anyone, can put a orange Kubota sign on my garage, park a few used, or even new, orange tractors for sale next to it, and Kubota wouldn't have a problem?
Of course they represent them.

 

[rScotty]

I only mentioned the warning light because the OP asked for an opinion by a mechanic. I'm a mechanic....and I was just pointing out that one of the first things that is going to occur to any mechanic is checking how to tell if the brakes are dragging on that machine. The consequences are obvious.
rScotty

 

[CobyRupert]

Coby,
Just like every organization, there is a chain of command.......

Not the customer's problem or concern.

Customer should only deal with ONE company representative, which is the guy he finds behind the counter when he goes into the building advertising themselves as "Kubota".

If that guy passes the buck....then he's passing the buck and his reputation should be treated as such.

 

[628pm]

I started this thread because I wanted to inform Kubota owners that you are at the mercy of someone who doesn't even talk to the customer. There has been some useful info in this thread, and I appreciate all comments. Loyalty to the brand should be a 2 way street, between the manufacturer and customer. I don't believe it happened in my case, but I could be wrong in my opinion. The customer service rep at headquarters ended each message with stating that I was a "valued customer". Well I don't feel that way at this moment. If this would of happened this time next year it would of been out of warranty and I would of said it was on me, but since it didn't I thought man I have a 2 year warranty, isn't that great. As I found out buyer beware on warranties, they are not what they seem. Operator error is a good catch all.

Again thank you for your comments.

 

[dalola]

There is no brake warning light on a BX.

And we do know what happened here. Based on the OP's post, we have an experienced tractor operator who understands how to use & maintain his equipment.

This is a Kubota malfunction, plain & simple. Kubota corp is taking the easy out here, because they know they legally can.

Shame on you, Kubota. :thumbdown:

 

[SDT]

I started this thread because I wanted to inform Kubota owners that you are at the mercy of someone who doesn't even talk to the customer. There has been some useful info in this thread, and I appreciate all comments. Loyalty to the brand should be a 2 way street, between the manufacturer and customer. I don't believe it happened in my case, but I could be wrong in my opinion. The customer service rep at headquarters ended each message with stating that I was a "valued customer". Well I don't feel that way at this moment. If this would of happened this time next year it would of been out of warranty and I would of said it was on me, but since it didn't I thought man I have a 2 year warranty, isn't that great. As I found out buyer beware on warranties, they are not what they seem. Operator error is a good catch all.

Again thank you for your comments.

Bingo, 628.

Manufacturer's service representative interface between Kubota and their dealers service department. They avoid speaking to customers except in rare situations.

Things have changed recently. I expect that your claim would have honored 6-12 months ago.

In the future, except to see more claims denied due to "operator error."

SDT

 

[ruffdog]

Customer should only deal with ONE company representative, which is the guy he finds behind the counter when he goes into the building advertising themselves as "Kubota".

The employees at the dealer are NOT employed by "Kubota". They work for the dealership....look at their pay check. Many dealers have multi-brands in their lots. Do you think certain employees work for each brand only? Yes, I have worked at multiple dealerships and was service manager at 2 of them. I have also attended service tech classes for 3 different brands.

 

[Ortimber]

My observation is this:

Large companies that are growing at a rapid rate (like Kubota) end up losing touch with the values that created the growth and success in the first place. Eventually their focus on the consumer all but disappears and the primary focus is shifted to profitability and board/shareholder satisfaction.

I would bet that 10 years ago, Kubota would’ve stepped up in the OPs situation and made it right.