customer services frustration

nyone · Sep 20, 2022

Dealers are there for one reason, to make money. Thinking they will have any kind of customer loyalty for a tractor out of warrenty isnt likely to happen.

5030 · Sep 20, 2022

I don't know about that, mine does. 2 way street however. I'm loyal to them and they reciprocate.

stevem5215 · Sep 20, 2022

If you have no warranty then forget the dealers. Get some universal filters locally (I have used Napa Gold with great success even on my Chinese FarmPro). If you aren't a "fixxer" then you'll need a local service shop. Ask around for that info. If you need someone to come to the house to fix it, same thing. Ask around. You'll find there's people that will do it and and you won't need a dealer for much else afterwards. That's how it went for me with the Chinesium tractor. Fixed everything myself. (only minor issues for the 18 years we owned it)

Rockbadchild · Sep 20, 2022

ljjhouser said:
First, if the dealer is busy, then they MUST service the new tractors they sold - maybe that means first. But it may have helped to answer that question "where did you buy" simply by stating it was used from an individual. I hope they call you to schedule. But I would order filters and do the inspections and oil changes for now.

yes that's done, I've changed the oil but had to re installed my old filters for now and will change them once they come in, still waiting from them to arrive by mail.

Rockbadchild · Sep 20, 2022

stevem5215 said:
If you have no warranty then forget the dealers. Get some universal filters locally (I have used Napa Gold with great success even on my Chinese FarmPro). If you aren't a "fixxer" then you'll need a local service shop. Ask around for that info. If you need someone to come to the house to fix it, same thing. Ask around. You'll find there's people that will do it and and you won't need a dealer for much else afterwards. That's how it went for me with the Chinesium tractor. Fixed everything myself. (only minor issues for the 18 years we owned it

how do you make sure its the right filters ? every series have different filters and even within my series there is differences between one to a other .

hornett22 · Sep 20, 2022

I'd say it's laziness and/or unorganizated. Might just be lack of professionalism. Maybe they don't pay great and moral is low and employees just don't care.

After being in auto repair for 30 years, I've encountered some crappy attitudes from parts people. Way more than good.

How do they know how you aquired the tractor. You could have just moved there or bought it from a neighbor that just moved there.

You could voice your displeasure. It may or may not do any good. It may make their attitude even worse. If you're

sure you'll NEVER need them in an emergency, go for it.

I'm not real fond with my local JD dealer. I wouldn't own a JD but I work on a lot of them so I have to buy parts from them so I bite my tongue and treat them pleasantly.

stumblinhorse · Sep 20, 2022

Rockbadchild said:
how do you make sure its the right filters ? every series have different filters and even within my series there is differences between one to a other .

The internet is your friend. I got all the wrong filters from the dealer I use, I knew they were the wrong filters when they handed them to me. Told them they were wrong, but they insisted they were correct. Tried to show them they were wrong in their computer but that caused more issue then trying to correct them. Then when it came to take their survey, I took my time and said what I thought. Got a call very quickly after that and the management of that dealer made it right. I credit them for saving me as a customer.

I would talk to the person whose name is on the sign, find out if they care and if they don’t then move on…. Too easy to order online these days then deal with a bad parts person.

Rockbadchild · Sep 20, 2022

stumblinhorse said:
The internet is your friend. I got all the wrong filters from the dealer I use, I knew they were the wrong filters when they handed them to me. Told them they were wrong, but they insisted they were correct. Tried to show them they were wrong in their computer but that caused more issue then trying to correct them. Then when it came to take their survey, I took my time and said what I thought. Got a call very quickly after that and the management of that dealer made it right. I credit them for saving me as a customer.

I would talk to the person whose name is on the sign, find out if they care and if they don’t then move on…. Too easy to order online these days then deal with a bad parts person.

you miss understood my question and prove my point at the same time... when actuals dealers have hard time providing the right filters for your tractor I have hard time believing I would be able to easily finding the right filters in generic equipment shop or the internet .... never heard of napa Gold or chinese FarmPro stores as Stevem5215 mentioned.

I just tried googling it and yes I can find my engine oil filters pretty easily but not the hydrostatic oil filters ...

stumblinhorse · Sep 20, 2022

Rockbadchild said:
you miss understood my question and prove my point at the same time... when actuals dealers have hard time providing the right filters for your tractor I have hard time believing I would be able to easily finding the right filters in generic equipment shop or the internet .... never heard of napa Gold or chinese FarmPro stores as Stevem5215 mentioned.

I just tried googling it and yes I can find my engine oil filters pretty easily but not the hydrostatic oil filters ...

Took me a while but I have a list now of part numbers that I pulled either from the machine or the internet. I use a micrometer to ensure the dims and trial and error. That is the world I live in. Honestly it took me a full day of taking stuff apart to figure out my part number for my FF hydraulic connectors off the diverter valve. Calling to a dealer and getting a straight answer is a luxury that I don’t have. If you have that you are lucky. Sounds like you are not lucky

….

Lastkidpicked · Sep 20, 2022

I understand that the tractor dealership model is different than the auto dealership side. If that's the case, then here is an explanation for why you are not being treated very well:

Back when I was in a dealership, the business model was that we broke even on the new car sale, lost money on warranty work, and made all of our profits on the parts and service side. The parts and service guys could make extra commissions by upselling the ticket. I'm not saying that's right or wrong, but being on commission, the parts and service guys have an interest in you coming back.

On the tractor side, you have two problems. The profit on parts is shrinking because many dealerships match the online prices. The service profit is shrinking because mechanics are retiring and the young folks are not going into the trades. So there is a lot full of tractors waiting to get into the shop.

The second problem is that parts and service guys are seldom paid on commission any longer. And they are short staffed. So the parts guy comes back from lunch and has a stack of emails waiting for him, and a page of phone calls to return. And he gets paid the same whether he is Johnny-On-The-Spot or if he takes his time.

The result? Well, look at this thread.