Has anyone had terrible Yanmar/Dealer Support Experience?

[blacktruck]

You also sir, well said.

A few years ago I was working overseas as a Field Service Rep. We had no corporate, manufacturing or dealer presence in the entire country but I was there to support our defense products. I was it and I fielded question about every piece of equipment we had ever built and every service offered by the company. I was so far removed from the executive offices and other divisions that I had no input or anything similar to anything the company was doing. Being the only one there, I was the corporate face for everything that we did there and all over the world. I spent many nights looking for answers to questions out of my lane but as a representative for the company, I had to do it. I still work for the company and am proud to do that. I represent the company happily. Customer service is something a lot of large and small businesses seem to have no idea about. I enjoy the interaction with customers and helping them to solve problems. Apparently your local dealer has not bought into the customer service thing yet. Sad to see.
Keep us posted on what you do and what color you get. Dealer service is valuable when buying a tractor.

 

[DavidL61]

Well today I called my dealer (Since Yanmar says it was delivered on Monday) and they said the parts weren't there, and they said the tracking shows it only SHIPPED today (Thursday). Not sure why I even am bothering with this anymore. Just ******** information from both sources. This has been the process for weeks. I have probably 8 hours in phone calls invested at this point.

Anyone interested in a very well cared for YT359C, 250hours? I'm serious, won't own a machine that causes this much frustration. Looked at some nice Kubota M4's and John Deere 5 Series.

John Deere cares more about getting me service on a 30 year old piece of equipment than Yanmar ever will.

After Yanmar fixes my regen issue, I maybe doing the same in the near future.

 

[kthompson]

This thread is depressing to me. Last spring I really considered a Yanmar. Liked it better than the Kubota L6060 I compared it to and which did end up buying, btw my 3rd Kubota. The biggest reason I did not go with Yanmar just could not get comfortable with their dealerships and what I perceived as many were not true tractor dealerships but Yanmar was like having UHaul trailers or trucks. The dealer nearest me was a small engine dealer and a large one and thought they would be good but looking at back up to them first no one was within 100 miles, the other the tractors was parked there like UHaul would be at used car lot or such. Another reason was one person who was really complaining about his issues with his and lack of attention by the company.

What really set all this in my mind was I know a few real true tractor dealers who lost their product. Good dealers, great service departments but either the brand they were selling for years went away or bought by another company who preferred another dealer they had other brands there and so forth...would have thought Yanmar would have been tickle pink to have real life tractor dealers...but nope not one of them was approached by Yanmar.

 

[SixSpeed5]

After Yanmar fixes my regen issue, I maybe doing the same in the near future.

Do you know why your original dealer split ways with Yanmar? My original dealer parted ways as well, very soon after I bought my machine unfortunately. I know they got into a bit of a spat. Was the same issues as the new dealer I won't ever be going to again. Just communications between Yanmar/Dealer, Dealer Training, overall service.

 

[SixSpeed5]

This thread is depressing to me. Last spring I really considered a Yanmar. Liked it better than the Kubota L6060 I compared it to and which did end up buying, btw my 3rd Kubota. The biggest reason I did not go with Yanmar just could not get comfortable with their dealerships and what I perceived as many were not true tractor dealerships but Yanmar was like having UHaul trailers or trucks. The dealer nearest me was a small engine dealer and a large one and thought they would be good but looking at back up to them first no one was within 100 miles, the other the tractors was parked there like UHaul would be at used car lot or such. Another reason was one person who was really complaining about his issues with his and lack of attention by the company.

What really set all this in my mind was I know a few real true tractor dealers who lost their product. Good dealers, great service departments but either the brand they were selling for years went away or bought by another company who preferred another dealer they had other brands there and so forth...would have thought Yanmar would have been tickle pink to have real life tractor dealers...but nope not one of them was approached by Yanmar.

I, as well, liked the Yanmar best. Chose a 359c over the Kubota, Deere, Massey, TYM/Mahindra/Kioti/etc/etc. For its size, the cab was very comfortable, compact/maneuverable and yet strong, and the transmission was awesome. I thought the build quality was great, and it is awfully good. Just can't have small issues keeping a machine down for weeks.

I agree on the tractor shops as well, I know a few Yanmar could have approached, and maybe they did, but they didn't try hard enough. Ending up at the used car dealers and small engine shops ended up hurting more than helping I think. Yanmar would have done way better establishing a few GOOD dealers across the country and expanding from there, versus just having mediocre service all across the country.

Edit: Decided to include a little more.... What killed me during my 3 week process to get a simple part, is Yanmar knew from day one I was trying to get this part in a hurry. Talked to them, tried to get answers throughout the whole ordeal. Was always told someone would reach out to me, someone would be calling etc. It wasn't until 2 weeks later I finally got in touch with Roger in Parts and he informed me the part was only just ordered the day before, nobody at Yanmar prior had the wherewithal to check this. So it unfortunately isn't JUST the dealers, though that is the bigger issue by far. It should have been the dealer all along doing the leg work. I probably wasted (and I am not exaggerating, 10 hours of my time trying to get this part, between calls, messages, and driving back and forth from the dealer).

 

[MACflyer]

Sorry to hear about your experience. This was my biggest concern when I bought mine, and initially I made two trips to the dealer before they even had a Yanmar salesman around that could talk to me. That experience alone almost made me go with an orange machine. However, once I finally got someone there I've had nothing but good experiences fortunately. From the sale and delivery to parts they've been fast and friendly. They even have one of their service guys bring parts to my doorstep since he lives in the area.

 

[sa324owner]

It's disheartening to hear all the poor service experiences with Yanmar dealers. Thinking back, though, my local (at the time) dealer could have done a better job with customer service.

They delivered the tractor a week later than we agreed and one rear tire was 30lbs "light" on filling (which they never rectified). They were honest with me, I think, regarding the extended wait. It was springtime and there were tractors needing service, so my needs were put second. I understand that and I'm ok with it as livelihoods start to come into play. The gentleman that was our salesman was also the same person who delivered the tractor on a weekday evening. I got the impression he was being run ragged, so I didn't press any of the issues.

I fear the day my tractor might need warranty work. We moved and now live 80 miles from the nearest Yanmar dealer and 95 miles from the only dealer in my state. It likely just won't happen and I'll end up repairing it myself.

Sadly, I'll likely go with one of the popular colors for my next tractor/equipment purchase since there are 15 green and 10 orange dealerships within 50 miles.

 

[blacktruck]

Disheartening to be sure. I really like the SA424. In my years of owning a Cub Cadet/Yanmar, I have always thought the tractor well made and without issue save for the one experience with the shut off solenoid. They build a lot of things for a lot of companies but do not appear to have figured out customer service. I am at a point in my life when I value the ability to communicate with a knowledgeable person without delay is very important to me. I like the Yanmar products but dislike the what seems to be corporate philosophy of customer service and interaction.

 

[Williy]

Mike at K & S Tractor in Lubbock, TX when I
wanted a Yanmar generator its 120 miles from
me so save shipping he met me in a small town
50 miles from me. Just great service from these
guys! They always have an answer to help me
out with I have a question as they take the time
to explain what ever my question is.

willy

 

[blacktruck]

Mike at K & S Tractor in Lubbock, TX when I
wanted a Yanmar generator its 120 miles from
me so save shipping he met me in a small town
50 miles from me. Just great service from these
guys! They always have an answer to help me
out with I have a question as they take the time
to explain what ever my question is.

willy

That is an excellent illustration of how dealer personnel can change the dynamics of a situation of a customer needing parts or service. I think too often a lot of us feel we are so far removed from the company that whatever we do doesn't count. I will check the local dealers again when I go home to see if there are any perceptible changes. I like the Yanmar tractor but just have to find the right dealer to work with.