Hive Mind opinion wanted on dealer issue

[LoneCowboy]

So, I stupidly left the gas cap off my TN75 and mowed for 4 hours. (this is really bad, DON'T DO THIS). It began to miss and died (fuel starvation).

Kicking myself, replaced the fuel filter (which was clean BTW) and still nothing.
Loaded it, drove it to the dealer.
Dealer got to it in about 2 days (not unreasonable) and took apart the fuel system and cleaned out the tank and got a bunch of crap out of it. It ran ok, they called one day earlier than I needed it and I paid $422 for it. (painful lesson)

Drove it back down to this job (an hour away) and mowed for about 3 hours and it began to do the same thing. (fuel starvation, miss at high rpm (big time miss, won't run), called dealer and said "come fix your problem"

They sent a guy, he worked for 2.5 hours, couldn't fix it and I ended up taking it in anyway. They fixed it again, took the fuel system apart, steam cleaned the tank, looked with bore light, etc. guaranteed it was fixed. Actually got fixed early (was returning a loaner from my TC disasters) and no bill was ready.

Opened up the mail today and got a bill for an additional $717 dollars for the 2nd time fix.

I know what I think, I know what my wife thinks, I know what happened when I went to the dealer's GM.

What should I have done?
What would you expect to have happen?

thanks.

 

[EdC]

The first thing that occurred to me was "what the heck was the first repair... practice?" . But after thinking about it were there more parts on the second repair? Did they say anything during the first time about trying something but if it doesn't work it'll be a lot more expensive. (I heard that about my wife's car this spring)?

Not giving you the bill at the time of service sure seems shady though.

 

[Robert_in_NY]

Well, Cobra-R would say it is a NH problem and not your dealers fault they couldn't fix it right the first time

However, without knowing what they had to actually do it is tough to pass judgement on this. My dealer would have ate the labor cost on the second time to repair it but I have a great dealer. If there was a part failure as a result then they would charge for the part as long as it was something that I did. If it was because they messed up then they just fix it.

As for the bill not being ready, that is common in my experience. When the guys get done with the tractor they fill out their papers and start the next project. It is up to another person to total up the bill at a later time. If you got there before the bill was ready (which is sounds like you did) then you just say thanks for getting it fixed so quick.

I left the fuel cap off my TN once. It was overnight and I noticed it the next morning so the most that would have made it in there was dew and maybe a couple pieces of dust floating around. Since then I make sure I put the fuel cap on as soon as I am done filling and before I lock the bulk tank back up.

Also, I am glad to hear NH corp is taking care of your TC problem. Hopefully the next one will work out better.

 

[Soundguy]

I agree about the dealer... i had a remote pack problem, and took it in.. dealer disassembled, cleanded and put orings in.. still didn't work... I ended up needing a new spool pack ( qd portion was fine.. ).. They ate the cost of the labor for the first repair.. I bought a salvage spool pack they had at 50% of the price of new, and all parties were happy... i like my dealer..

soundguy

 

[Z-Michigan]

bzzzz (hive mind working) bbzzzzzz

My dealer would have ate the labor cost on the second time to repair it but I have a great dealer. If there was a part failure as a result then they would charge for the part as long as it was something that I did. If it was because they messed up then they just fix it.

As for the bill not being ready, that is common in my experience. When the guys get done with the tractor they fill out their papers and start the next project. It is up to another person to total up the bill at a later time. If you got there before the bill was ready (which is sounds like you did) then you just say thanks for getting it fixed so quick.

I don't know for sure that my dealer would do what Robert describes, but I do think it would be reasonable. Meaning - I can see charging you for additional parts that were needed (and assuming the first parts were needed) but not for additional labor.

 

[schmism]

id compair the first itemized bill, to the second itemized bill. (you did get itemized bills didnt you!)

then any repeat item i dont pay for.

any part i paid for, you put the old one in my hand. You cant do that i dont pay for it.

Any labor to tare apart a system to replace a part the second time that wasnt done the first time i dont pay for. Should have done it the first time.

whats left ill agree to pay for.

 

[Farmwithjunk]

If the fuel contamination was the ONLY issue you were dealing with, and the dealer had a sparkling record, AND you hadn't had the string of bad luck/tragic events that have been following you, the 1st AND 2nd bill wouldn't suprise me too much. After all, this wasn't anyones "fault" but your own this time. (I use FAULT in a conditional context. It could have happened to anyone. Just a simple accident)

BUT... Your situation and how it involves this dealer is a little SPECIAL. He owes you one (or 20)

First off, as a typical "consumer", the dealer IS New Holland. He's a franchised representitive of NH. He is their first link between customer and factory. You've had more than your share of misfortune as a direct result of New Holland AND as a result of their franchised representitive. Time for SOMEONE in their chain to pony up and do what's right, above and beyond the normal to off-set some of the below standard treatment you've received at times. And not even mentioning their product failure(s) that they're TRYING (albiet unsuccessfully to a large part) to remedy.

In all likelyhood, a civil court procceeding would see you paying BOTH bills in the end. You owe them. A "court of public opinion" would say the dealer needs to eat bill #1, and anything above "cost" on bill #2 as a goodwill gesture to ATTEMPT to pacify an irate customer (with just cause I might add)

From all I see and hear, New Holland has done only a marginal job (at best) and the dealer has done a pathetic job of handling your situation(s) to this point. Seems to me they'd be looking for ANY way to step up to the plate and make ammends.

But this is 2007. I'd expect to have to pay both bills.....THEN.....go find another dealer.

 

[randy41]

you need to compare the detail of the 2 bills Brian. Any new parts you should pay for as long as its not on the first bill. what did they do the second time that they didnt do the first?

 

[john_bud]

My SWAG is that the first time they indeed cleaned out the bird nest of grass and dirt that was around the fuel outlet, maybe did more with the lines and filter. Who knows. They probably didn't get all of the sludge and remaining grass out. It sloshed and caused more issues.

Second time, it sounds like they may have done a more through cleaning and possibly changed some more parts. After the 2nd cleaning, I am assuming it was pristine and you have had no more problems.

You might have a case in that you didn't direct them in the method chosen to fix the problem, thus you paid them $422 to completely fix the problem. The real repair that truely fixed the problem actually cost $717. You at least need to pay the $717. You might have some room to get help reducing or eliminating the initial $422. That's what I would bark about. They should have done the 717 repair first, the fact that they only did the 422 repair isn't your fault. Unless you told them to fix it fast and not fix it right.

jb

 

[Robert_in_NY]

Brian, didn't you say you have another NH dealer in your area? If so why do you keep dealing with this same outfit? Even if it is a chain of NH's there is a lot of variation in treatment between stores that are owned by the same guy. It might be worth a shot to give up on the one dealer and try the other one out.

I have two NH dealers here locally. One is 2 miles the other is 40 miles. My local dealer has been great but I still talk to the other as you never know when a deal might pop up or if you are in the area and need a part.