Kubota Dealer Satisfaction

[Anonymous Poster]

You know when you take some time to explain why something else should be done (labor savings etc) or that you COULD fix something without doing such and such but the results would be less then good because...

Many customers will not remember any of that other part, only that YOU fixed their tractor and NOW IT'S BROKEN AGAIN. A lot of times you run into knowledgeable customers and you tend to treasure them.

Upper management problems? One of my first mechanic jobs I worked independently (at 17) keeping a fleet (40) of little 2 cycle 3 wheel scooters going. (I might add that since they had 3 wheels they had to registered as TRUCKS so I always used to put on my resume "TRUCK FLEET MAINTENANCE SUPERVISOR" Any the OWNER would many times not want to order parts so I would have to strip other units that were down for something else to get the parts, so many more units were out of service then need be, not to mention my time. He even picked up stripped bolts out of the trash and wanted me to rethread them. I refused to do it (even at 17 I had some sense!) sometimes he would come in on Saturday and try to fix them (the bolts) himself. DUH. I was actually fired from the job 3-4 times when I got to pushy, then he would beg me to comeback as he had no vehicle to tow the broken down scooters back to the shop. With the recent discussions of Kubota parts problems I wonder how many new units are sometimes field stripped to get someone going again.

del

 

[woodstock]

Field Strip.

I've had my BX in twice for repairs.
Leaky, hydraulic distribution Block out let and leaky FEL hose.
The block they stripped from a low hour (23) trade in.
The hose the service manager fabricated berfore my very eyes and installed in less than 15 minutes.
There are pros and cons to the stripping issue.
That day I was glad to get it back on my trailer and back to work in the yard with less than 3 hours down time.
My dealer has admitted to me that it is easier to satisfy customers with their own trailers because of reduced down time. As such he focuses on a quicker turn around on these situations.
I bet if you look at the real disatisfied people you will find they are far from their dealer and don't have their own trailer.

Winnipeg, Manitoba

2001 BX2200 (23 hrs) All Kubota FEL,Tiller, box blade, blower w/elec shute, 60 mid mt deck, Ag tires.
Grey market B7000 w/Tiller (120 hrs)

 

[Boner]

I hope I did'nt come off sounding "anti-mechanic." That is not the case. ...and it would be blasphomy in my world.

I just think since they didnt make much money off the deal, the salesman may have rushed it out the door?
Ben

 

[Alan L.]

I know the service departments usually just try to do the job, but I look at the dealer as a whole. When the dealer doesn't seem to be placing importance on MY problem then thats when I start squealing. My power steering gives trouble and I have a wild squeal coming from the HST. I take it in and they replace a bunch of parts and put some oil on something (for the squeal). It does not fix the power steering, and now I have a fuel leak. I schedule with a Kubota service rep to meet my tractor at the dealer to diagnose the steering problem. I take the tractor back, tell the dealership service manager about my fuel leak which was caused when the worked the steering. Reminded him about the fuel leak by phone later in the day.

Kubota rep puts all kind of meters and sh*t on my tractor instead of taking it out and doing what I told them causes it to fail. Their conclusion is the the tractor operates as designed. Dealer changes my engine oil for free (big deal).

I get the tractor home, then fill up the tank with diesel. Fuel leak still there. At this point I am becoming very frustrated over my "service" from the dealer. I call them very irate and they come get the tractor on Monday, as I'm tired of lugging the thing back and forth 28 miles each way from the dealer.

They fix the fuel leak, but refuse to do any more to duplicate the power steering problem. They bring my tractor back on Thursday. The squeal is back, worse than ever (what do they oil?). After 2 hours mowing in 100 degree weather the power steering failed completely. I have a sore shoulder so I just quit. Since it was after noon on Saturday I can't call the dealer to come out and witness the failure (I doubt seriously if I would ever get them out her anyway).

This is one customer's viewpoint. Sometimes customers are unreasonable, but I have never been. By the way, the first time I have to wait 4 weeks for a part will be the last.

Alan L., TX

 

[looch]

Alan L.,

I don't know anything about your area, your dealer's role there, or whether the agricultural industry has a major presence there. I don't want what I'm about to write to be taken as instructions about how to handle this situation. I just want to tell you what I may do should this ever happen to me.

I live in farmland, but I am not a farmer. The dealer is close to home, in a very small town. Right now when I drive by my dealer on the way to work, his place is rockin'! It's harvest time for a variety of grains and hay. The mechanics are up to their necks in equipment that is somebody's livelihood. If I had a problem with my tractor right now, I would approach with tact. Don't get me wrong, here - I would approach. I deserve service like anyone else and it shouldn't be the dealer's concern about how much more important someone else's equipment is because "so-and-so is just a homeowner, or so-and so is a farmer."

In a situation like this, I would ask myself: What is that you want to get out of this?
A. I want the dealer to show me the respect I deserve as a paying customer, be apologetic about the problems I've been experiencing, and fix them.
B. A properly functioning tractor.
Even though I believe that A is what should happen, I would be content with B.

In this small town especially, I would really not want to wear out my welcome (I reiterate that wearing out my welcome should not be an issue for someone who just bought 20k worth of merchandise). I could just imagine the grumbling when I would pull into the parking lot: "Here's that pain in the a** Benvenuti again with his imaginary tractor problems."

Again, I want to be sure you understand that I am in no way "attacking" you and your situation (which I don't know enough about.) I just want to relay to you how I think things would transpire here, and the way I would attempt to handle them.

I would consider making a trip to the dealer, without my tractor, but with a smile. Bring him an "offering" of sorts. (My dad and I make wine - very effective.) Talk with him a little, ask him how his week is. Gradually work up to to your problem and ask him what you both can do to try and remedy it.

This probably sounds soft and wishy-washy. The dealer should do what's right. But this isn't about who's right - that's obvious. It's about getting your tractor fixed.

I heard a comedian once say, with respect to arguing with your wife: "Do you want to be right, or do you want to be happy?" I laughed when I first heard it, but damn if it ain't the truth.

OK, Rogue - open fire!/w3tcompact/icons/smile.gif

 

[r0GuE]

Hmmmmm...
I'd probably do the same thing. And then I'd vent on TBN!
My fuel tank is now leaking so I guess we'll see how this all works. I'm really kind of ticked at Kubota. This should not be an issue this early in the game. I'll let you know.
P.S.
Alan:
If that doesn't work, you have two last resorts:

1. Contact Kubota Corporation directly and ask for substantive assistance. Be sure to tell them of option two (politly) if they are resistant.

2. Consider yourself on your own, buy the service manual and figure it out. Then slash and burn your dealers reputation (as well as Kubotas) by relaying the facts, dates and names on every web site and such that you can find. If you put in a little dedication you WILL cost him money whether he knows it or not.

Note- Use the Slash and Burn VERY judiciously! Be sure they deserve it and use only facts in your statement. I have been upset with my dealer but I have never soiled his dealerships name because I don't think they did anything other than little frustrating oversights. They did not ignore big problems like you describe. For little issues I just call them bufoons (lovingly) on TBN!
Good Luck Alan, let us know how it works out.

Rogue

 

[kubmech]

I think more people should contact kubota directly, more often. The parts problems and annoying mechanical problems that just can't seem to be fixed, most of the time is due to a much higher problem than your dealer can do anything about. Constantly hammering your dealer about it just adds to his frustration and really doesn't accomplish what constant complaints to Kubota may do. Believe me if your dealer could do something about it he probably would have (in most cases)
If your oil level is a little low at delivery obviously that's a dealer problem, but if you've been waiting for a part for 4 weeks, that's Kubotas problem and they need to here about it.

 

[Alan L.]

My biggest problem is with Kubota, but you would think with the unresolved problem I've had with the steering they might take special precautions to see that my simple fuel leak that was inadvertently caused by them is fixed. It all adds up, and what Kubota does reflects on the dealer and vice versa.

They never seem particularly busy in the service department. I must be interrupting a card game or something when I show up /w3tcompact/icons/smile.gif. The Kubota tractor is probably THE most trouble free tractor as evidenced by the lack of units in for repair every time I go to the dealer's shop. Of course mines not in there either.......

Alan L., TX