Dealer Duties

OffBalance · Apr 5, 2005

So I have been reading lots of posts here, and am working on deciding what tractor and dealer are best for me.

One thing that keeps coming up over and over, is "buy from a local dealer, so that you don't have to take it so far to get it serviced." Now with my cars and lawnmowers, I can take them for service/repair/warranty work to ANY dealership. Are tractors different? Do tractor dealers not service tractors bought elsewhere? Or do they do it grudgingly with a chip on their shoulders? Don't the manufacturers require dealers to service any tractor that comes in? What if I had bought my tractor when I lived in Michigan, before I moved to Washington - would I have to take it back there for dealer service?

In some dealerships, the sales and service are not similar. For example, a local JD dealer, where I bought a lawnmower of another brand, has superb, hard-working, deal-making sales staff. But the service department was unable to even fix the warranty issues on my Briggs mower engine.

I can understand the advice of buying local if it pertains to building a relationship with the tractor dealer. But is there more here that I am missing? Are there non-compete clauses in effect to squeeze the customer?

Mark4510 · Apr 5, 2005

Let me try to answer your question this way, based on my own experience.

Not being mechanically inclined I need to have a place where I can take my tractor to be worked on. I also do not want to have to lug it a long way. While I believe I can take my tractor to any JD dealer for warranty work, I want to have a good working relationship with someone once the warranty is up or I want something done that is not warranty related.

While I believe that, for many dealers, the Service and Sales areas are seperate and run that way, I might get more attention or assistance if I need to escalate something.

I feel the same way about almost anything I purchase that I dont feel comfortable taking care of myself. I try to have a good working relationship with the tractor place, the vet for my horses, the tool shop for all my tools that have engines, my local feed and tack store, etc. As an example, we could use a cheaper vet for non performance issues but we tend to take our horses to a more expensive great vet so he "knows" us. When we do have a problem I feel like I get more of his time and expertise to help take care of our horses.

Thats my take and it seems to work for us.....
Mark

thcri · Apr 5, 2005

I am going to agree with Mark, I buy from the company I want to do the service with. That means a lot to me. Dealers will service if you did buy from someone else but you may be on a long waiting list. When my tractor breaks down I want it fixed right away. As far as you moving, that should not be a problem if you tell the local dealer you just moved in and am looking for a servicing dealer. They should understand and do you work for you.

OffBalance · Apr 5, 2005

I agree with both thcri and Mark that it is a good idea to build a relationship with a dealer. I have seen my grandpa do that with both his JD and Kubota dealers. But comments I have seen here before seemed to imply that you would not be allowed to go to another dealer.

ByronBob · Apr 6, 2005

There have been long threads on this subject in the past. It's really hit and miss on how dealers feel about this type of thing. Some don't mind, some refuse and some will do it but put you behind loyal customers.

Until you find out if this is a situation you'll deal with I wouldn't worry about it. In the journey to getting a tractor you'll go through a lot before this question really becomes prudent.

caddison · Apr 6, 2005

I bought my DX33 locally from a dealer (3/4 mile from my home) that I liked and received good deals on various implements but the service department is staffed with inexperienced help. I can tolerate a few mishaps as that is part of the learning process for young mechanics, someone needs to do a final inspection of their work before releasing the unit to the customer in this case. I just got tired of having to work on the tractor when they returned it. I am taking my tractor 37 miles south to get it serviced.....or trade for a green one locally (no green rants please), there service department is much better. I just got a little tired of working on the tractor myself when it was returned....the hydraulic oil across my yard was the last straw.

Freds · Apr 6, 2005

The place where I bought my tractor is VERY good about getting it in and out of their shop. Pick up one day and bring it back the next. They have also stopped at my place and looked at some various issues/questions I had. I was told that if it is layed up for any length of time, they will give me a loaner.
I doubt if a different dealer from the one I bought at would treat me the same way.

johndeere2210 · Apr 8, 2005

Being in the service department for a dealer, I will try to shed a little light on this. Unless a JD dealer is strictly a C & CE dealer, they probably do not have a dealership status for B&S, Tecumseh, Kohler, and etc. Our dealership is an Ag dealership with a C & CE contract to sell and service JD lawn and garden products. We can't do warranty service work on any products other than JD. For example, if a customer has a new Troy Bilt tiller with a B&S engine, we would not be able to do any warranty work on this machine. If the machine is out of warranty, we can and will work on it. The issue at that point is parts accessability. We can get most JD parts overnight or at least in two days. On non JD equipment, we have to order parts from a local distributor. Sometimes that process can take days and even weeks. Don't get the wrong idea, we will work on anything at our dealership. I have an Allis Chalmers 190XT in the shop right now for an overhaul. How's that for being color blind? /forums/images/graemlins/cool.gif

As far as where the machine was purchased, I personally don't care where anything is purchased. I do know that this varies from dealer to dealer. It is an unfortunate situation. All I can say is that this situation is not just confined to JD dealers. I hope that our dealership never conveys this attitude to our customers. /forums/images/graemlins/smile.gif

Bugsy · Apr 10, 2005

I will try and make this simple.

A relationship is just that. You will get what you give. If you want service and attention, then the dealer or shop will expect the same in return.

That does not mean that if you move, you must purchase a new unit, of any kind. What it means is that if you treat your dealer with respect AND understand that they will lose on some items/services yet gain on others, you should not and probably will not have a problem.

Dealers, of any kind, do not like profitable items and services bought elsewhere only to see a person for the "losing " items.

Find a dealer or service center that can take care of your needs and stick it out through thick or thin and you most likely will be treated like family. Dealer loyalty, not brand loyalty, will take you further than anything else.