Dealer Service...or not?

[bindian]

I was going to buy a 2008 mahindra 4110 about two weeks ago.I had a conversation with my dealer in OH.who was very nice and informative.I had some questions with reguards of how much the ML112 loader would lift which he could not anwser.I called mahindra customer service and tech support in tomball texas.What a joke that was,they were VERY unprofessional in customer service and no one in tech support every anwsered my question on how much the loader could really lift.People were laughing and giggling in the back ground while trying to talk to tech support.I spoke with a girl named Brenda in customer support and she told me I should NEVER call mahindra with questions,I should have gone threw my dealer first.Here is my question,why is the 1-800 number on the back of your catalog if I cannot call it ?I think Mahindra builds a very nice tractor but there customer service and tech support is lacking.I ended up buying a Kioti DK 40se this last week.coobie

Coobie,
What catalog are you referring too? Do you mean the brochures? Yes, the brochures have the 800 number right above where it says "See Dealer for Details". Can you imagine one customer service person answering every tractor question that the tire kickers come up with. Every question across the United States? That is why they refer you to the dealers. All the tractor specs should be in the brochures and any dealer worth his salt would have said I don't know, but I will find out for you.
So how do you like your Kioti?
hugs, Brandi

 

[Jsupport]

Coobie,
Bindian makes an excellent point. Our dealers are in the best position to guide you into the tractor that will meet your application. That is why the Support People that you talked to, told you that "Your Dealer is your Primary Support Contact". I am assuming from previous posts that this is referred to as the "Tomball Tune."

The question that you asked, referred to a specific application for this loader. I believe it was lifting a pallet of materials. The answer to this is not simple. There are alot of variables involved to provide accurate information.

Our Support Staff work very hard to provide prompt accurate information generally through our dealers but often directly to customers. We will continue to refer customers to our Dealers as we belief they are our most important information resource for customer applications.

 

[rback33]

Coobie,
Bindian makes an excellent point. Our dealers are in the best position to guide you into the tractor that will meet your application. That is why the Support People that you talked to, told you that "Your Dealer is your Primary Support Contact". I am assuming from previous posts that this is referred to as the "Tomball Tune."

The question that you asked, referred to a specific application for this loader. I believe it was lifting a pallet of materials. The answer to this is not simple. There are alot of variables involved to provide accurate information.

Our Support Staff work very hard to provide prompt accurate information generally through our dealers but often directly to customers. We will continue to refer customers to our Dealers as we belief they are our most important information resource for customer applications.

Very well stated.

 

[Gator6x4]

Coobie,

The question that you asked, referred to a specific application for this loader. I believe it was lifting a pallet of materials. The answer to this is not simple. There are alot of variables involved to provide accurate information.

Our Support Staff work very hard to provide prompt accurate information generally through our dealers but often directly to customers. We will continue to refer customers to our Dealers as we belief they are our most important information resource for customer applications.

Several of us listened as the manager of a "Landscape Stone" sales facility tried for over thirty minutes to explain to an individual that his BX 24 was not going to lift a pallet of stone weighting over 3000 pounds. He never did seem to grasp it, he kept asking "What If" questions. The gentleman finally had to just walk away and start providing service to those of us who had waited. The BX owner then gave all of us a look that would have frozen the big falls outside Buffalo as he stormed out the door. I am sure the poor gentleman at the Landscape Supply was complained on.

 

[shvl73]

The question that you asked, referred to a specific application for this loader. I believe it was lifting a pallet of materials. The answer to this is not simple. There are alot of variables involved to provide accurate information.

I agree here but, was the customer at least able to get the specific capacities applicable to his loader, so he might be able to determine on his own if it was suitable for his task? Perhaps capacity at the pins, center of bucket, empty bucket weight, OEM quick-attach plate weight and OEM quick-attach fork weight?
Those are the answers that both dealers, as well as Mahindra support, should be able to supply. If not at the moment, state that they will find out and call back with the information.
There are some excellent Mahindra dealers on TBN that I believe would do that, for their customers.

 

[Coolnslo]

I have a helpful dealer who has been good about anwering questions. But, I have also found a lot of good info on the 24/7 care site. Maybe Mahindra should consider making the same info available to anyone who comes to their site. This would make them seem more open and helpful up front without having to call anyone. Maybe there is some technical reason not to do this that I'm unaware of, but it's not like there are any secrets, just facts that might help a prospective buyer make a decision.

 

[coobie]

Odd your dealer could not answer such a simple question. It's in every brochure and on the website. 1972 lbs. I'd be concerned about a dealer that could not answer that question. As for Mahindra, it would have taken them less time to just answer the question. I think all OEM's try to get questions directed to the dealers, but they need to be careful how they do that. Brenda visits TBN, so she'll read this I am sure.

I find it odd that tech support could not anwser the same question,don,t you?I hope brenda does read this thread and maybe she will be a little more kind to the next customer that calls Mahindra customer service and not explain to them how busy she is and state that she was to only person in the office the day I called.Maybe Mahindra needs to hire more people to help poor little brenda that is so over worked.coobie.

 

[coobie]

Coobie,
Bindian makes an excellent point. Our dealers are in the best position to guide you into the tractor that will meet your application. That is why the Support People that you talked to, told you that "Your Dealer is your Primary Support Contact". I am assuming from previous posts that this is referred to as the "Tomball Tune."

The question that you asked, referred to a specific application for this loader. I believe it was lifting a pallet of materials. The answer to this is not simple. There are alot of variables involved to provide accurate information.

Our Support Staff work very hard to provide prompt accurate information generally through our dealers but often directly to customers. We will continue to refer customers to our Dealers as we belief they are our most important information resource for customer applications.

I agree the anwser is not simple,but why did tech support never anwser my question and only called back once and told my wife they would call me back and never did?Just curious,maybe you could explain this here on this website?coobie

 

[Jsupport]

Coobie,
Please read my previous post. Like most Tractor manufacturers, we rely on the expertise of our dealers to be the Primary Technical Support for our customers.

The number listed on the Product Literature is not Technical Support. It is intended to provide guidance to customers to the proper information resource to handle their issues. In cases like this, that would normally be your local dealer.

The reason manufacturers only post the lift capacities at the lift pins, are the wide variety of attachments available from numerous vendors. Often times we do not have acccess to the dimensions or weights of all of these products necessary to make these calculations. That is why the Dealer is so important to work with the vendor of the attachments and the tractor to answer these questions.

In regards to the courtesy and professionalism of my support staff, I have reviewed your email correspondence and discussed this situation with them. From that information, I believe their response was appropriate.

 

[coobie]

Coobie,
Please read my previous post. Like most Tractor manufacturers, we rely on the expertise of our dealers to be the Primary Technical Support for our customers.

The number listed on the Product Literature is not Technical Support. It is intended to provide guidance to customers to the proper information resource to handle their issues. In cases like this, that would normally be your local dealer.

The reason manufacturers only post the lift capacities at the lift pins, are the wide variety of attachments available from numerous vendors. Often times we do not have acccess to the dimensions or weights of all of these products necessary to make these calculations. That is why the Dealer is so important to work with the vendor of the attachments and the tractor to answer these questions.

In regards to the courtesy and professionalism of my support staff, I have reviewed your email correspondence and discussed this situation with them. From that information, I believe their response was appropriate.

This will be my last post on this subject.I DID read your post correctly.I also guess you can believe whatever your employees told you to cover there butts.I am very glad I did not buy the mahindra,by the way I was treated buy tech & customer service.I am done beating this dead horse.My dad told me early on in life try not to debate with idiots it only brings you down to there level.Good day to you. coobie