Big brother is watching.

[canoetrpr]

Hi Ray.

You read my mind.

There is one staff member at my purchasing dealer who has actually been a pleasure to deal with even under the circumstances. I pointed out to her the fact that while I appreciated that this would now be covered under warranty, under the circumstances I would want it done elsewhere. She asked the Kubota rep. she's been dealing with on this and the word so far is that I have to get this done at the purchasing dealer.

I have sent Kubota a letter outligning the overall scenario here and requesting that I get this warranty repair done elsewhere.

The scenario may actually be related to other dealers not wanting to perform warranty repairs on tractors they did not sell. I have no clue how this works and I have no clue what the deal is with tractor dealers on this stuff. Like you have Hondas (99 Accord and 05 Odyssey). They don't frequent the dealer much as I use a private mechanic. Each has gone to a dealer once for warranty repair and in neither cases was the dealer the purchasing dealer. So I don't understand the deal about having to get something done only at the purchasing dealer.

Hopefully someone at Kubota will see the light on this and let me establish a relationship going forward with another dealer.

All in all a pretty irritating situation which has got me looking into a Kioti. Overall I think Kubota makes great products and even my "economy" L3400 has awesome fit and finish.

 

[Northland]

tell your dealer to go to ****...we often have terrible service here in Ontario...compared to the US.

I bought a new BX23 last fall from a local Kubota dealer. The unit showed up at my house in terrible shape with parts missing, the manual water-logged in a plastic bag etc., The dealer's resolution to my complaint was to "pick it up" and return my deposit check- they are use to not having any competition.

I think Kubota Canada is good though. The week aftermy BX23 was returned to the orginal dealer I decided to buy a B7800. I had quotes from a multi-branch dealer here in Ontario. The sales mgr couldn't believe that I could get a B7800 for $5000 cheaper in the US so he involved the Kubota Canada Regional Manager. The dealer and Kubota Canada were very professional in their dealings with me but they couldn't rationalize why I should pay $5K more to buy the same tractor in Canada from them.

 

[Tig]

Canoe, my dealer's entire staff was great at blaming each other, apologizing and promising but nothing else. The next two dealers I visited consistently made outright mistakes every time. They waste my time and money. I am big on supporting local business and community but I won't let any business treat me like crap consistently. I've started to cross the border for parts, they're much cheaper in the US.

 

[Robert_in_NY]

I had a problem with a dealer in the past. It involved trying to get a piece of equipment that I bought from them. I gave them plenty of time and after a couple months of getting the run around about when they would deliver the equipment I finally went online to a ag discussion board. I was not shy about telling the truth and naming names. Amazingly, I got a call the very next day that my equipment was on its way. When I got it and opened the owners manual there was my post printed off and faxed to the owner of the dealership.

Everything I needed to know about that dealership I knew right then. They had lousy after sale service and the only way I got anywhere was to go online and let the farming world know what they are doing. I called them out and they finally did what they promised to do 2 months ago. By putting my post in the Owners manual they admitted that is why I got my equipment. There was no phone call to say sorry or anything.

There is a reason there are other dealers out there. When you run into places like these you either switch dealers or switch brands. I am lucky in that I have a lot of dealers to choose from but this dealer has lost quite a bit of money because I refuse to buy from them now even though they have good prices and a lot of equipment. I will pay more money to buy from a dealer I trust and respect then to save a couple dollars and be treated like garbage.

My advice to you is cut your losses, if another Kubota dealer refuses to work on your tractor then tell everyone about it and just type the truth. If what you say is how it really happened then the dealers can't do anything about it. They will get upset but who cares, they already have shown they don't care so what difference does it make if they get upset some more. But when you do find a good dealer make sure you tell people about them.

I deal with Larry Romance and Sons in Sheridan, NY. They are a New Holland dealer and they take care of their customers. This isn't meant to be a NH vs Kubota dealer comment, only that I no longer visit a certain Case-IH dealer and deal almost exclusively with my New Holland dealer because of how I am treated.

Good luck to you and don't be intimidated.

 

[Lockport]

I simply cannot believe for a minute that there is any validity to the girl at your dealer advising you that Kubota Canada insists you do the warranty work there. I also simply refuse to believe that Kubita Canada is in any way playing the badguy here. If anything I think there is a lack of communication and I would be more inclined to work with them and whatever dealer you choose. I know for a fact that they have desgnated terrains that are "theirs" and, outside of the scope of advertising, mailers, etc. within their respected areas, it is a free for all. If for whatever reason you choose an out of area dealer, Kubota still wants your business. It may be your duty to find a dealer and they may not be able to assist you there due to franchise agreements, but if you do your legwork they are not, cannot, tell you otherwise. Your dealer had some Brass Kahoonas to speak down to you. I would have stopped him in his tracks and said the name of the game is customer service, buddy and your last chance starts right now. He'd be in a squeeky voice just to ask you to bring the tractor in.

I also know from experience that you can have warranty work done at any Kubota Authorized repair center. I don't know about putting jobs on the back burner, either. That's just bad business. You don't know if a guy that simply replaced a tailamp just made the customer feel fuzzy all over and came back next week to buy four tractors for his business,... implements and all!

Go to the dealer you want and keep Kubota Canada in the loop. If by some preposterous oversight they tell you your in the other guys territory, tell them that just won't be satisfactory. Be firm. If your issue isn't covered at the end of the day, ask for a technical reason why, and, hey, what can you do. I would guess they have, at least partially, a valid reason. Kubota has never struck me as a bean counting prority company, but rather a firm belief in sound business practices.

Do you really think they're tracking us by TBN id's and locales? I'd be the Cat on a Hot Tin Roof.

 

[canoetrpr]

I simply cannot believe for a minute that there is any validity to the girl at your dealer advising you that Kubota Canada insists you do the warranty work there. I also simply refuse to believe that Kubita Canada is in any way playing the badguy here.

I was definately explicitly advised by the dealer's representative that the work had to be done at their site. I was also advised that the reason for that it is not just Kubota's decision but also the fact that other dealers not wanting to do warranty work on tractors that they did not sell.

I'm willing to accept that this is a true statement.

I expect that my best course of action now is to take this up directly with Kubota to ensure that I won't be turned down for this repair and to directly approach another dealer on this.

I do not believe that Kubota Canada is a bad guy at all. Although I do believe what I have been told by my dealer which is that they found out about my (assumed based on locale and context of the posts) posts on TBN from the Kubota representative they contacted regarding the warranty work.

 

[canoetrpr]

Do you really think they're tracking us by TBN id's and locales? I'd be the Cat on a Hot Tin Roof.

There is absolutely no doubt that someone in a position of warranty approval responsibility at Kubota Canada was watching the PTO thread on TBN and was the likely person to corrobotate for my purchasing dealer that I (assumed) was the person who had posted about "his dealer" and they were the dealer that I referred to as not being competent.

I expect that considering the proximity of the two dealers in question the warranty rep is the same person and since he was contacted by the previous dealer I approached them about the same problem and turned down the warranty repair initially.

I'm not trying to suggest in anyway that trying to identify what their customers are saying about particular dealers on TBN and who these customers and dealers are, is a policy of Kubota. However, one individual at Kubota did go through the effort of doing this and it was likely not terribly difficult since:

- I'm probably the only person in Ontario that is currently requesting the CAM replacement.
- I'm the only person in Ontario that has posted on TBN about this.

There is no problem whatsoever with this individual reaching these conclusions. However, they are based on assumptions and even if true that person has no real business telling my dealer that I am dealing with their competitors. Or that I am *probably* the anonomous poster on TBN from Ontario who has refered to "his" dealer (no names) not being competent on a thread about this issue and am thus giving them a bad name.

 

[Lockport]

I was definately explicitly advised by the dealer's representative that the work had to be done at their site. I was also advised that the reason for that it is not just Kubota's decision but also the fact that other dealers not wanting to do warranty work on tractors that they did not sell.

I'm willing to accept that this is a true statement.

What do you mean by the Dealer's rep? Someone from Kubota Canada, or an administrative personnel at the dealer? Business that pays is business. What's the difference on its source? I had my diff-lock fixed by the Woods dealer that sold me my BH6000 as he was also a Kubota dealer. It was simply a "while you have it, can you check the diff lock?". They did the warranty repair while installing my BH6000. I would want to double check with Kubota in Markham if they ever said that.

I expect that my best course of action now is to take this up directly with Kubota to ensure that I won't be turned down for this repair and to directly approach another dealer on this.

Absolutely!

I do not believe that Kubota Canada is a bad guy at all. Although I do believe what I have been told by my dealer which is that they found out about my (assumed based on locale and context of the posts) posts on TBN from the Kubota representative they contacted regarding the warranty work.

I don't doubt that. In fact, good for him/her for doing their homework. But the fact it came back to you like that from your dealer...what are we in the elementary school playground? He's gonna get you at recess, better look out!

 

[Lockport]

There is absolutely no doubt that someone in a position of warranty approval responsibility at Kubota Canada was watching the PTO thread on TBN and was the likely person to corrobotate for my purchasing dealer that I (assumed) was the person who had posted about "his dealer" and they were the dealer that I referred to as not being competent.

I expect that considering the proximity of the two dealers in question the warranty rep is the same person and since he was contacted by the previous dealer I approached them about the same problem and turned down the warranty repair initially.

I'm not trying to suggest in anyway that trying to identify what their customers are saying about particular dealers on TBN and who these customers and dealers are, is a policy of Kubota. However, one individual at Kubota did go through the effort of doing this and it was likely not terribly difficult since:

- I'm probably the only person in Ontario that is currently requesting the CAM replacement.
- I'm the only person in Ontario that has posted on TBN about this.

There is no problem whatsoever with this individual reaching these conclusions. However, they are based on assumptions and even if true that person has no real business telling my dealer that I am dealing with their competitors. Or that I am *probably* the anonomous poster on TBN from Ontario who has refered to "his" dealer (no names) not being competent on a thread about this issue and am thus giving them a bad name.

I suppose he could be walking the fence there. I think he was chastising the dealer, in your favor. Basically saying 'you're losing a customer here'. What I don't think he counted on was the dealer in question letting this become apparant to you. Big mistake on his part for letting the cat out of the bag, however much it was all behind the veil or not.

Like I said before, I know they cannot solicit outside their territories, but if you go to a dealer further away, warranty or initial purchase, it is your decision...However, NOW THAT IT HAS, like you said, just insist this is the dealer I want, and if the repair is going to be approved, that is where it should be done. If not, as you implied, Kioti's are coming into fruition!

I hate stories like this because my tractor has been minimal trouble and my dealer has excelled in all aspects of customer service and I am truly a proud Kubota owner and like to think everything is as flawless as mine, but thats one of those tractor fairy tails, isn't it?

 

[canoetrpr]

What do you mean by the Dealer's rep? Someone from Kubota Canada, or an administrative personnel at the dealer? Business that pays is business. What's the difference on its source? I had my diff-lock fixed by the Woods dealer that sold me my BH6000 as he was also a Kubota dealer. It was simply a "while you have it, can you check the diff lock?". They did the warranty repair while installing my BH6000. I would want to double check with Kubota in Markham if they ever said that.

This is from a staff member at my purchasing dealer.

I do know that when I chatted with the other dealer's service dept. about looking into this issue for warranty repair for me they weren't terribly exicted about the idea but looked into it anyway and came back with the answer of "no Kubota won't do it".

I'm guessing here that Kubota does not pay retail for warranty work... I don't know. There sure is some reason some dealers prefer not to do warranty work on tractors sold elsewhere. Never heard about this with cars.

 

[DiezNutz]

I am buddies with a few technicians at car dealerships, and they all say that "customer pay" is always more profitable for the service dept. Most times the factory only reimburses a fixed amount for warranty repairs, and occasionally the service dept. barely breaks even or even has to eat a little bit of the true cost. I presume it's no different for tractors.

 

[canoetrpr]

All the car dealers I've been to have never expressed disinterest in taking on warranty work though.

Maybe they have put two and two together - if someone comes to you for warranty work and they are satisfied, chances are they will come to you for non warranty work too!

 

[DiezNutz]

Of course. I was only addressing your earlier comments about warranty work, not offering an excuse for why another dealier should snub you. And yes, this attitude happens sometimes with cars too... just my own personal experience, I've never been turned away by a different dealer, but a time or two I've gotten the "why didn't you taking it back to so-and-so?" (e.g., either the selling dealer, or the last dealer that serviced it). Fwiw, I do all my own service (at least as much as I practically can), so virtually all of my dealer visits have been nothing but warranty or recall work. Knock on wood, so far have had neither with the Kubota.

 

[RayMunising]

All in all a pretty irritating situation which has got me looking into a Kioti.

Why did you buy a Kubota instead of a Kioti in the first place?
Why did you buy Hondas instead of Hyundias?

I don't really want a reply. Just want you to consider all aspects of what you are considering.

 

[Tig]

It just occured to me that the answer is in the question.
Q: Can I get warranty work done at another dealer?
A: Yes, if they treat you right and want your business.
You should probably take this up with the dealer of your choosing rather than rely on your old dealer to do right by you and help you make the move.

 

[DiezNutz]

Why did you buy a Kubota instead of a Kioti in the first place?
Why did you buy Hondas instead of Hyundias? I don't really want a reply. Just want you to consider all aspects of what you are considering.

Nicely put. You more or less read my mind...
And for mowing anyway, I much prefer my "lightweight" B3030 w/ tight turning radius. Can't seem to get this much power in any of the "off brand" models that doesn't weigh 1000# more. I will say that Kioti's website is a bit nicer (as are a number of other sites), I wish Kubota would get on the ball with something other than the RTV's. Then again we're not really buying the website...

 

[twodogs]

IMO, you did nothing wrong. Tell the world when you get great service, and tell the world when the service stinks! I have a Kubota dealer that is 15 minutes from my house & everyone there has the worst attitude. When I bought my b7800, they priced it over $1000 over everyone else, with the comment, "If you don't buy here, don't come here for service, we won't work on it!" They have the reputation as being arrogant, but I wanted to deal with a local shop. I dealt with a dealer that is an hour away - Golden Eagle in Irwin, PA - and have been very happy with their service & attitude. They treat customers right from beginning to end. To slander a dealer is to fabricate, to tell the facts is just that. If a dealer doesn't like that, maybe they should change the way they do business.

 

[MessickFarmEqu]

Congrats!

I've been on discussion forums (not here) where dealers, posing as regular consumers, would badmouth their competitors. There was no way to distinguish between real complaints and phony ones.

On that note, there are also tractor companies who make posts posing as happy customers to try and build their reputation. This has happened on another site that I manage. I have no idea how to prevent it.

 

[Northland]

IMO, you did nothing wrong. Tell the world when you get great service, and tell the world when the service stinks! I have a Kubota dealer that is 15 minutes from my house & everyone there has the worst attitude. When I bought my b7800, they priced it over $1000 over everyone else, with the comment, "If you don't buy here, don't come here for service, we won't work on it!" They have the reputation as being arrogant, but I wanted to deal with a local shop. I dealt with a dealer that is an hour away - Golden Eagle in Irwin, PA - and have been very happy with their service & attitude. They treat customers right from beginning to end. To slander a dealer is to fabricate, to tell the facts is just that. If a dealer doesn't like that, maybe they should change the way they do business.

well said twodogs-my experiences in Canada were similar ("If you don't buy here, don't come here for service, we won't work on it!") but there are always other options (drive a bit or go to a different brand) for the buyer

 

[RayMunising]

"If you don't buy here, don't come here for service, we won't work on it!"

Are you talking warranty service or any type of service?

Why would anyone buy a long term expensive piece of equipment from a company that allows that attitude from its dealer network? Things happen. Dealers go out of business. You may move. Your dealership can change hands and the new owner could be a real jerk. The mechanics at your dealer may not know what they're doing (you don't know at the time of purchase). Being married to a single dealer for the life of a machine would be a very bad thing.