kioti warranty

[ocaj11]

Why would corporate Kioti give the customer this same advice? Wouldn't that make more sense than saying "not my problem"??

 

[Batche33]

Keeping it short

Kioti pays whatever the flat rate is
I'm sure the time allotted for repairs was figured under perfect circumstances, already knowing how the repair is to be done, parts at hand, tools ready to go, no business phone calls to answer, no customer coming by etc...

We put in for how long it took to complete - taking into consideration "interuptions"
Kioti pays what they pay and we eat the rest. Learning in case there is a next time.

We don't get rich here, but we like to keep our customers (or someone that's lost a dealer) happy.

Batchelders
Lebanon, Maine
www.batcheldersales.com

 

[bluechip]

So many businesses will spend HUNDREDS even THOUSANDS of $$$ in advertising to attract a new customer, then run one off for something as little as $75.... I try to keep this in mind every time I make a decision on how to handle an unusual customer situation. In my area, customers are too few and far between. If I take a hit on something, in my own mind I just put it in my adverstising budget (no co-op though /forums/images/graemlins/mad.gif). In this case it would never have occured to me to try to squeeze the customer for extra time my guy tood doing his job. (I might think about sqeezing the mechanics check a bit, but only for a minute.

I was really amazed when I read the post this morning. First that a dealer would feel so independent to ask it, and second that customer's felt it so important to maintain the relationship with the dealer to consider taking it on the chin (or is that the other cheek, maybe not such a bad position after all!).

It must be nice (for the dealers) to operate in a market where customers line up at their door every morning...

 

[Mavrik02]

<font color="blue"> ( The only thing I have left to say is.... This is not a problem for KIOTI) </font>

I agree with Wallace AND Dargo. The manufacturer has lived up to its financial agreement with regard to the warranty and that is great! However, like Dargo, I also feel good manufacturers manage their customers through their dealers. To me that means that the manufacturer SHOULD care about what happens between a dealer and a customer and should work to resolve small issues like this before they get out of hand. ocaj11 put it perfectly...the Kioti rep could have resolved it but now there is one confused customer and given the power of the internet many of Kioti's customers know about this one signle relatively insignificant event. If I was a boss at Kioti I would care.

I would also take note of the positive work their dealers are doing for them here. The Kioti dealer group that participates in this forum are some of the finest dealers of any kind around. Your professionalism may or may not benefit your dealerships personally (I know in my case it did) but as you make positive impressions on current and potential customers you may generate or keep business for Kioti and you may never know about it. In this way the dealer represents the manufacturer and in my book the manufacturer should care.

Now with all of this said I hope we have the facts correct and we haven't blown the situation out of control /forums/images/graemlins/grin.gif

 

[lcisled]

When I had an issue with my tractor, I thought a call to Kioti corporate would instantly sove the problem (local dealer would not warrant a tractor that he did not sell, although they also were $2500 higher on identical tractor). I was mistaken.
The customer service member that I talked to at Kioti was a nice person, acted in a professional manner, but also made the statement about it being my dealers problem.
Luckily for Kioti, the dealer really stepped up to the plate. My thought was that if I was that dealer, and I was that good, I would be looking for another manufacturer.
So I look at it from a different way, Kioti will have a hard time keeping good dealers if they keep telling customers that it is the dealers problem. Based on my experience, I would not want the job of Kioti dealer, and it seems like his dealer is figuring this out, as somehow he is out $75 on warranty work.
Bottom line is this- if it says Kioti on the side, it is Kioti's issue to figure out, whether it being a dealer that needs to be replaced, or doing a better job of standing behind their product in front of and to the customer.

 

[HODAK]

Let's go back to the root of the problem here. The dealer.

Let's see how this whole thing plays out. Give everyone a chance to find a solution to this matter.

I really don't think KIOTI shoud pull a franchise from a dealer over 75.00 as some here have sort of suggested unless there is a pattern developing with this guy. It shouldn't be ignored either. If there is a pattern here, then nature will take it's course and the tractor owner will be traveling the 70 extra miles anyway.

How about a follow up from the original poster???

 

[headachers]

Will contact Kioti & dealer mon. morning , sorry haven't been close to computer for several hrs. this retirement is keeping me way to busy,anyway will talk to kioti & dealer mon. morning & update. corp. rep. did inform me they have no franchise's just authorized dealers. thanks jim

 

[bncsauve]

Just an aside. If I was tractor shopping and trying to figure out which company to go with right now. I might have second thoughts about buying from a company where I may or may not be getting full warranty coverage depending on the kindness of my dealer. I think I would look elsewhere. I've read at least two members statements that stated Kioti's response has been tough luck take it up with your dealer. Seems like a less than stellar customer focus attitude to me.

 

[VictorW]

I would have to agree with you if that is how Kioti is handling the whole warranty thing. I don't know about the tractor business other than what some member/dealers have posted. It would also depend on what the Kioti to dealership rules and policies are. I used to work in a Chev/GM dealership years ago. At that time, GM paid a certain amount, flat rate hours, for a particular warranty repair and diagnosis. To be fair with the dealers across the country, it was at that dealer's normal labor charge per hour. If I was slow in the diagnosis and repair, then I lost money along with the dealership which received a cut/percentage. If I was faster, then everybody was happy and a few dollars richer. So it pays to be knowledgeable in your job because GM would only pay a certain amount for warranty work and the dealer couldn't charge extra because the mechanic/technician was slow. Maybe Kioti doesn't have that agreement with their dealers. There seems to be more here that needs to be found out. GM had control over their dealers but maybe Kioti doesn't. Because in the end, it reflects on Kioti as bncsauve expressed.

 

[wallace]

</font><font color="blue" class="small">( Just an aside. If I was tractor shopping and trying to figure out which company to go with right now. I might have second thoughts about buying from a company where I may or may not be getting full warranty coverage depending on the kindness of my dealer. I think I would look elsewhere. I've read at least two members statements that stated Kioti's response has been tough luck take it up with your dealer. Seems like a less than stellar customer focus attitude to me. )</font>

Trust me Kioti does care it is just that the dealer is not being fair with the customer.

I am a dealer and have done several warranties on all the brands I sell and not once charged a customer over what I had got paid on the warranty.

Kioti has been a real stand up company when it comes to warranty as a matter in fact they have went above and beyond on a couple of occasions.

I am very proud to be a Kioti dealer and I will stand behind Kioti and any consumer that purchases a Kioti product regardless if I sold it or not.