Dealer Dealer Pride and Prejudice...they may not support you!

Harvest Moon · May 3, 2009

I just don't get. Are local dealers doing someone a favor by working on their tractor, car, truck, boat, computer... if they bought it somewhere else? Wow, what a business model.

Wouldn't it make more sense to treat anyone willing to pay for service as a customer? And assure all customers they will get the best possible service that can be provided? And leave it at that?

dal929 · May 3, 2009

I bought into the whole local dealer support thing when I bought my boat. 2 years later they lost the line due to arguments with the manufacturer and I was left looking for a new dealer. I'll never make that mistake again.

newbury · May 3, 2009

As an old fart having been on both sides of the fence (retail dealer, not tractors) and cheap consumer. I've been buying from remote stores since I about 1958. Every winter we would get the catalogs, select our gear, mail in the order, receive the shipment. NOT supporting the local dealer unless we needed something NOW (or rather THEN). The internet has just sped things up.

For items bought "remotely" I always expected a little lower service level because I did not "buy it there". It's no different than buying an appliance from Joe's washers for price and getting it maintained By Bob's for better service. Joe got the profit, Bob is trying to keep his customers satisfied.
If I buy something new that I think may require warranty service I take into account where I can get service.
If I was the OP I'd trust that the dealer who said his tractor may wait a bit was telling the truth. If he was buying a Mahindra for a 40hr a week job tractor he should get a GREAT dealer. If he is buying either a lawn ornament or a Kubota so what? Niether require much warranty maintenance.

NuBota · May 3, 2009

I have mixed feelings on this topic. At the end, I would buy from Barlow for all the reasons stated.

But I wouldn't write off your local dealer based on what you have related thus far - there are many things to consider. Based on his statement that you quoted, he at least gave you a straight, honest answer. A bit bold, IMHO, and could imply many things he may or may not have intended, but doesn't sound like he beat around the bush.

If it is a busy shop, and otherwise has a good rep, then his statement may be acceptable. If you were a repeat customer, that spent a lot of money in the place, wouldn't you expect a little preference in terms of service?

Even though I bought from my local dealer, I'm a homeowner, with a single "little" BX purchase. I would not be surprised if my dealer took care of customers that have multiple units, a long relationship and/or depend on the equipment for income, before getting to me. That is not the same as dismissing me or providing poor service - it is simply good business. And, of course, it is all relative - a good dealer will be able to balance the level of service so "most" (can never please all) customer types leave satisfied. Most good businesses are built on repeat customers and establishing relationships.

If the dealer puts you to the back of the line simply for punitive reasons, then he is wrong. But as Bird said, all other things being equal, you may find that you get the service you need with a reasonable response, even if you do get bumped a bit. "Fair" treatment may not always be about first in, first out.

JOHNTHOMAS · May 3, 2009

5 years ago I decided I needed a 4wd diesel tractor for my new hillside, rocky and some trees residential acres. I first went to local JD, NH and Kubota dealers and came up with the BX2200, MMM, FEL. Odds were that I'd never buy another tractor in my life time and that's why I wanted the diesel tractor. JD was $3000 more and NH was $2000 more than the comparable Kubota. I checked other Kubota dealers and the best price was the first price I got at Barlows from Steve. I bought the tractor and one of the front rims would lose air. Steve replaced it. I bought my 8th Kubota from Barlows last month. It appears they give a good price to start with and you make your decision. I believe they give the same price to all that call or come. I enjoy stopping by and seeing them from time to time, course some times when I do it costs me money

but I do get more hats. Looks like Barlows established a business philosophy of good prices and good service and they are still in business and growing.

imajeepnut · May 3, 2009

And I think they should open up another store down this way!

newbury · May 3, 2009

JOHNTHOMAS said:
5 years ago I decided I needed a 4wd diesel tractor for my new hillside, rocky and some trees residential acres. I first went to local JD, NH and Kubota dealers and came up with the BX2200, MMM, FEL. Odds were that I'd never buy another tractor in my life time and that's why I wanted the diesel tractor. JD was $3000 more and NH was $2000 more than the comparable Kubota. I checked other Kubota dealers and the best price was the first price I got at Barlows from Steve. I bought the tractor and one of the front rims would lose air. Steve replaced it. I bought my 8th Kubota from Barlows last month. It appears they give a good price to start with and you make your decision. I believe they give the same price to all that call or come. I enjoy stopping by and seeing them from time to time, course some times when I do it costs me money but I do get more hats. Looks like Barlows established a business philosophy of good prices and good service and they are still in business and growing.

JohnThomas -
You should recuse yourself.
Not everyone can look out their kitchen window and see Barlow's.
Some people may not be quick enough to realize that Barlow's IS your local dealer - you lucky guy.

MessickFarmEqu · May 4, 2009

I think I can give one story here that helps explain why this is an issue from a dealer perspective.

A good local customer of ours decided to do a multi-unit purchase with another family member and bought from a dealer 3 hours away without ever really consulting us. Fair enough. A few months down the line a mandatory recall was putout for the engine mounts that could break loose and let the engine slide into the radiator doing major damage. Each dealer got a list of their customers who they needed to visit for the repair. The selling dealer never contacted the customer because they where not prepared to make that trip. Low and behold the engine slid into the radiator and the machine ended up in our shop. We fixed it, however the warrenty payment only covered about half of our expenses in the process. Now not only did we get scammed out of the sale, but the repair took from our bottom line as well.

A $2000 difference is alot of money... not telling you what to do, just pointing out why headaches happen because of this.

Bird · May 4, 2009

I can certainly understand that from your perspective, but didn't the manufacturer notify the owners directly instead of only notifying the dealers of the recall?

medicshawn · May 4, 2009

I think Kubota corp needs to take some ownership in this. I agree they should be notifying consumers directly. Plenty of people keep a tractor for 6 months or a year and sell it to get something bigger. It seems to me the selling dealer has a duty to notify the buyer and work out a solution. I bought my tractor from Brady and had some warranty issues he sent me the parts and I fixed them myself. Maybe the Messicks example wasn't something a consumer could fix themselves but the buying dealer had an obligation to his costomer. They shouldn't be able to take the customers money and wash their hands, that's where Kubota should come in. Kudos to Messicks for doing the right think on this and many other issues.