First experience with Kubota Warranties in 25 years, first bad experience with Kubota

[ruffdog]

My observation is this:

Large companies that are growing at a rapid rate (like Kubota) end up losing touch with the values that created the growth and success in the first place. Eventually their focus on the consumer all but disappears and the primary focus is shifted to profitability and board/shareholder satisfaction.

I would bet that 10 years ago, Kubota would’ve stepped up in the OPs situation and made it right.

^^agree^^ Kubota is not the first nor the last that will test customer satisfaction.

 

[rScotty]

I started this thread because I wanted to inform Kubota owners that you are at the mercy of someone who doesn't even talk to the customer. There has been some useful info in this thread, and I appreciate all comments. Loyalty to the brand should be a 2 way street, between the manufacturer and customer. I don't believe it happened in my case, but I could be wrong in my opinion. The customer service rep at headquarters ended each message with stating that I was a "valued customer". Well I don't feel that way at this moment. If this would of happened this time next year it would of been out of warranty and I would of said it was on me, but since it didn't I thought man I have a 2 year warranty, isn't that great. As I found out buyer beware on warranties, they are not what they seem. Operator error is a good catch all.

Again thank you for your comments.

Are you going to contest their decision?

 

[SDT]

Are you going to contest their decision?

Sounds like he has already done so and has been declined again.

SDT

 

[Diggin It]

I know people hate Government and regulatory agencies, but the only way these companies are going to react differently is to involve somebody with a bigger hammer.

 

[ruffdog]

I know people hate Government and regulatory agencies, but the only way these companies are going to react differently is to involve somebody with a bigger hammer.

The biggest hammer is the consumer. When they stop buying a product, it becomes a sink or swim moment for the company.

 

[Diggin It]

The biggest hammer is the consumer. When they stop buying a product, it becomes a sink or swim moment for the company.

Individually, we're no more than the little plastic ones in the toy section. And we're replaceable. Until they start losing thousands of sales or unless someone with a 500 pound sledge stops them from selling, they'll continue to find ways to trim costs at our expense.

 

[Industrial Toys]

Usually when I have a brake on issue either failure or my fault, I can either feel it, hear it or smell it, sooner rather then later.

Yes a sign of the times. Can nobody be honest and straight forward. Like, sorry about this issue, but the corporate rules dictate, we can't do anything for you, sorry. That's it. None of this, we value you, BS. And then often asking if they can do anything (else) for you and would you please fill out the customer satisfaction survey at the end! Oh, and have a GREAT day!

 

[Pete6114]

I'm wondering if dealers do a PDI besides assembling their equipment and what a PDI consists of. If checking brakes and adjusting them before delivery is on the list, the dealer apparently screwed up by not checking or calling it good when a small adjustment should have been done. If it's not on the check-list, Kubota is to blame. I'm on my 4th piece of Kubota equipment and never had a problem with any. I also never use the brakes, just like the OP. Makes me want to grab my Manual and go check the brake adjustment/pedal

 

[JWR]

There is no brake warning light on a BX.

And we do know what happened here. Based on the OP's post, we have an experienced tractor operator who understands how to use & maintain his equipment.

This is a Kubota malfunction, plain & simple. Kubota corp is taking the easy out here, because they know they legally can.

Shame on you, Kubota. :thumbdown:

Absolutely correct. It is not especially relevant but the BX series of tractors (at least my BX2200) has no indicator that the brakes are applied. Neither did my JD4700 nor my MF2660. That is NOT a very common feature. The 2200 brakes are utterly useless anyway so it makes little difference if they are applied or not. According to Tractor Data this 2680 has wet brakes surely better than my 2200. If they stuck and burned themselves up (especially while the dealer is saying he's busy, let's look into it later in the year...) Kubota is clearly responsible. Everybody, including that rep has a boss. Demand to speak with the rep's boss. There was something wrong with the tractor causing brakes to stick, or WHATEVER the brakes did, and it is fairly obvious the fault is neither yours nor the dealer's. Worst case -- read your guarantee very carefully and take them to small claims court. Brakes are NOT a "wear item" in the reasonable context of the guarantee when the "wear" is not wear but rather damage caused by machine failure.

A couple of subtleties here: that dealer did not break the tractor apart unless/until he knew there was very serious internal damage. At that point he also knew he gave you bad advice suggesting you wait to get it looked at. Another is that regional service reps do not sit behind a desk forever and they do go around among dealers visiting and inspecting problems. I suspect it would make a big difference to be eyeball to eyeball with that rep in the presence of the dealer. Emphasize that you have bought 8 Kubotas, that there won't be any more unless this is resolved properly, etc.

Shame it is not peak "tractor show season." It would be really neat to go to the Kubota tent at the Ohio Farm Science Review or the Pennsylvania Ag Progress days, walk up to the sales reps standing around, ask who is the most senior with the company, and introduce this topic while drawing the maximum crowd of potential customers you possibly can. At least in the Ohio show I have met with the regional service rep for Massey-Ferguson very politely, person to person, in that fashion. I have no doubt you could for Kubota too.

 

[Industrial Toys]

I have NEVER seen a tractor with a brake indicator light! And for many tractors it would require two switches.

Besides. Then you come to rely on the indicator. Bulb burns out, you fry brakes and Blame Kubota!