Local Kubota dealer not honoring warranty

[MessickFarmEqu]

this doesn't give me a warm and fuzzy feeling- i bought my kubota from a relative so i guess no dealer will honor any warranties -right- i always thought that companies reimbursed dealers for warranty work

Lots of posts about if a dealer 'must' do warrenty work. We are obligated, however enforcment of that can't be the easiest thing. We still go back to that senerio where if you really want to give that place the business, rather than just going somewhere else. There are 1100+ kubota dealers in the country, so there are lots of options.

This is a very common issue in the equipment market, more so in the lawn and garden sector because of the box stores.

Amen. Lawn equipment is the worst for this!

..more backstory, since you guys seem to find our problems interseting... Normally we are paid our retail labor rates, the problem is that the flat rate schedules for the jobs are nearly impossible to reach. For example, there are tractors where a complete engine exchange will flat rate at under two hours, when its all but a days job.

 

[Tx Jim]

Being a former service manager for a dealership(green not orange) I agree with what Messick's stated. A few flat rate jobs can be done in allowed time but most can't be done in the allowed time. Flat rates are created in a perfect environment while customers tractors normally don't fall in that category. I'm wondering if dealer was told that the tractor owner bought tractor in his former hometown and has since moved to the new dealers area and plans on continuing doing business with the new dealer. Sometimes "good communications" can get a lot accomplished.

 

[JOHNTHOMAS]

I responded when this thread started with, I think, the word stupid (referencing the dealer) several times. Still sticking to my opinion of that dealer.
I've owned some businesses and am in the process of selling one now for over a half milllion dollars. I bought and worked a failing rental business (22 residential plus storage) for 2 to 3 years and have mostly skated the past couple of years by maintaining a standard and organizational/learning what's a mistake vs what's right and being available to listen to my renters and caring about them.
For me I like a challenge and it's now gone so selling and moving on. Giving my buyer a free year of advise which will be hard because he's scared and focusing to much on income not "the entire servicing" of the business. It's supposed to be his long term retirement program to bring him in 4 to 6 thousand dollars clear per month which it will do if operated/maintained properly. It can bring in 9 to 10 thousand a month but to sustain that level will require a fantastic amount of committment. He's scared with the size of debt and the need for the monthly income to make his bank payment. He's been a Home Building Contractor for 25 years mostly building spec homes and moving on. He does good work but it's still mostly building, selling and "next".
Rental property is an ongoing service and support industry with decisions of rent it or better to let it sit empty vs renting to some people. Big problem is the bank, taxes, ins, repair and waste control wants paid monthly no matter if you rent or don't rent. That can/does put a lot of pressure on people especially if paying their bills and maintaining a good "name" is important to them.
Some "most" people don't have the "personality" to be business owners/self employed/managing employess that they pay. I managed employees for years that I didn't have to give them money for their work, the money came from my emploer and it's different than paying someone out of your pocket or someone elses pocket. I've also done the pay the employee out of my pocket and every copy coming out of the copy machine cost me 5 cents and watch an employee that I'm paying run a hundred copies and then realize they made a mistake, throw that hundred away and run another hundred.
Some of those wrong people inherit/buy/win in a poker game a tractor dealership/car dealership/any kind of sales and service business. They shouldn't or they should sell it immediately or have a talk with God about helping them change their entire outlook on life.
I do feel sorry for the dealer that only gets $45 an hour for Warranty Service work instead of their normal $65. I would feel more sorry for them if they only got $45 an hour for all service work instead of that ocassional warranty work that they are doing for almost free of $45 an hour. I know they have to pay that mechanic, like probably, $10/$20 an hour plus all overhead which still has to be paid even if that warranty job hadn't come in. I know that mechanic also costs the emploer a bunch of extra costs like paid weeks of vacation and paid weeks of sick time and insurance paid for them but again, those costs are incurred and not increased because of that warranty work. If to much warranty work comes in then maybe hire another employee and the overhead of building/land/advertising/utilities should be about the same.
I do accept an internet buyer taking their position behind the loyal local buyer in priority. No problems with that. Well, I may have a problem with that since the biggest internet seller is my local selling dealer. Hope I'm considered a local buyer with him for priority status.:laughing: He (Barlows) has actually done two or three Warranty Services for my 13 purchases from him in the past 9 years. Only one of them required the service dept mechanic to do anything. Hopefully his loss on that one job of $45 an hour has been made up in the sales profit on the 13 Kubotas which I wouldn't have bought more if he had treated me bad on any of my "claims". One claim was a rubber ring on a gas cap and he just gave me a new gas cap and one claim was a BX front tire losing air and per my request he put a tube in it.
Any way that dealer was stupid, stupid stupid and still is unless he has changed over the past few days which I doubt.

 

[ccsial]

Not warranty work... just buying implements.

I went to a Dealer 40 miles from where I live to buy a Post Hole Digger... the fellow came out and asked what tractor I owned and then asked if I bought it there.

If a dealer asked me where I bought it, I'd have asked what that had to do with anything.

 

[Grandad4]

Seems many are quick to pass judgement on the dealer here with all kinds of unflattering adjectives. Maybe that's right... dealers are only human and can be very short-sighted. But don't forget we've only heard one side of this story, and that has been related second-hand. Most would agree a wise dealer would use warranty work as an opportunity to find a new customer, but there is just something about this particular situation that leaves me wondering.

 

[JOHNTHOMAS]

Being a former service manager for a dealership(green not orange) I agree with what Messick's stated. A few flat rate jobs can be done in allowed time but most can't be done in the allowed time. Flat rates are created in a perfect environment while customers tractors normally don't fall in that category. I'm wondering if dealer was told that the tractor owner bought tractor in his former hometown and has since moved to the new dealers area and plans on continuing doing business with the new dealer. Sometimes "good communications" can get a lot accomplished.

I guess I'm split between owning a machine and being a business owner. I sort of grin as I read this. I've bought over 145 cars/trucks. It's sort of been my form of entertainment. I've taken a few into dealerships for repairs and waited for them to be serviced. Always get that free first service at the selling dealer. I don't usually wait in the service customer waiting area. I wait out in the garage. I see the service being provided to mine and other vehicles and have at several dealers. I see the mechanics working for 10 minutes on one vehicle then socializing for awhile then going to a different vehicle and working for a while then going over to the parts counter for 25 minutes then back to one of the previous vehicles or maybe even a different one. I smile and wonder if these two or three vehicles that this one mechanic is working on is billed by the hour or by the job. I see an actual 20 minutes of actual work on a vehicle for each hour. Sure, all dealerships aren't like this but I'm sure alot of them are. An oil change at a Dealership usually takes an hour or the quick change shops do it in 15 minutes. I watch both of them do it and the quick change shops usually do a more full service check of routine systems and change than 'Most" dealerships that I'VE watched.
You mention the time requirements that are in the manuals being under perfect conditions................interesting. I also have done enough mechanic work to know about the 20 minute job taking two days but I've never had the experience, equipment, parts dept on site or help available that a shop with trained certified experienced mechanics has. So..............smoke is smoke and it's blown alot which makes some of us smile when there is really some truth/fact occassionally. :laughing:

 

[buckle97]

Most would agree a wise dealer would use warranty work as an opportunity to find a new customer, but there is just something about this particular situation that leaves me wondering.

It has me wondering as well. Why in the world would the first question to a potentially new customer be "Did you buy this from us?" This dealer obviously hasn't had much training in public relations or even basic sales skills.

 

[buckle97]

Just an update on the tractor issue that brought this thread to light. My BIL contacted his original selling dealer who was disheartened to hear what his local dealer had told him but also more than willing to have one of his tech's try to diagnose the issue over the phone. They wen't through several steps and eventually the tech advised my BIL to have the battery tested. He took it in to the auto parts store where they kept it on the charger for two hours with no action from the battery. My BIL called his original dealer back to tell him this and he told him to buy a new battery, send him the receipt, and he would refund his money. My BIL is happy to have his tractor running again but now left wondering what he will do if another issue arises.

 

[keyman1808]

Seems many are quick to pass judgement on the dealer here with all kinds of unflattering adjectives. Maybe that's right... dealers are only human and can be very short-sighted. But don't forget we've only heard one side of this story, and that has been related second-hand. Most would agree a wise dealer would use warranty work as an opportunity to find a new customer, but there is just something about this particular situation that leaves me wondering.

You say it has you wondering BUT I can tell you from first hand experience there are dealers like that. Even just buying an implement they ask "were did yu purchase the tractor" Has happened to me. Even had my selling dealer try and tell me that the leaking seals on the manifold for the loader was my fault. Said I should have tightened them better. The machine had less than 50 hours on it. HELLO that should have been something that the tech who assembled and prepped should have done. After some complaining he said he would cover it, reluctantly. So even when they sell they will still try and screw one over.

 

[LD1]

Sounds like an excellent dealer IMO. Too bad he cannot find one where he moved.

 

[keyman1808]

Glad to see it eventually all worked out.

 

[ruralruss]

He parked the tractor and it was running fine. Now it won't start. He has checked all the sensors, made sure the treadle was in neutral, PTO lever not partially engaged, and it still won't start. I read a little here and on another forum which pointed to the voltage regulator if all the above checked out. Still not 100% sure though.

How about the seat switch? Never mind!

 

[zoltanthegypsy]

Just to add to the tales of woe - sort of a reverse shout-out...

I bought my BX from the closest dealer. Seemed to make sense. When the tall grass snatched the wiring harness off the machine and left me shut down in the middle of a field, I called them. Their attitude was "gee, we hope that works out for you". They wouldn't come on-site to service it at any price, and they wouldn't come and get it. They wouldn't help trouble-shoot over the phone. (I hadn't figured out the harness was gone at that point.)
I called another dealer (who was actually somewhat closer to the field in question) and they put a mechanic on the phone immediately. He stayed with me until we figured out what was up. Then they sent a flat-bed and winched the BX on, repaired it, and returned it to the field. Total round-trip cost (not including repairs!) was $70US.
They did all that based on a phone call. I don't live @ the field and couldn't be there for the pick up or delivery. We settled up the next time I could get to the area.
Guess who I've used for parts and service since then. Hint: not the local dealer.
I've since found another dealer that I like a lot. Also not as close as the local one. I drive past the local dealer to one of the other ones - depending on which way I'm heading.
Service after the sale? For the local guys, not so much...

Thanks for listening - and I'm glad the OP is up and running.

Z.

 

[MessickFarmEqu]

... these kind of stories are a big part of how our business has grown. We have a policy that everyone gets helped, even if its to our financial detrimate. It takes years of commitment to that kind of service before it starts to pay returns, but its the right way to build a dealership with a long range focus. We get a lot of heat from other dealers, and sometimes even OEM's with the footprint that our stores have... the point we are continually making is that people don't drive 2-3-4-5 hours to come to us because we are 'cheap'.. anyone can be cheap, its because their local dealer did somthing like whats been outlined in all these posts and we've become the prefered supplier. We're kinda like a refugee camp for customers who have had poor experiences elsewhere.

 

[teg]

...Equipment dealers lack the same legal protections that car dealers have when it comes to paying for warranty, lemon products, etc. Our dealer associations have been trying to get us the same legal protections that auto companies have, but at this point Deere (according to NEDA) has the legislation stalled...

In MY opinion, if this is true, John Deere sucks for doing this... and I hate them for it.

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.

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[buckle97]

We have a policy that everyone gets helped, even if its to our financial detrimate...
We're kinda like a refugee camp for customers who have had poor experiences elsewhere.

I think this is why so many in this thread were requesting your input. You have a reputation on this forum and this is just the type of thread where your experience helps us all.

Thanks!:thumbsup:

 

[Grandad4]

It has me wondering as well. Why in the world would the first question to a potentially new customer be "Did you buy this from us?" This dealer obviously hasn't had much training in public relations or even basic sales skills.

Dunno. Maybe just plain rude with no business sense. Maybe a PO'ed employee who doesn't speak for the owner. Maybe someone having a really bad day. Maybe they've been burned in similar circumstances one too many times. Up to your BIL whether to just bypass them entirely, but sometimes the merchant who discovers his business has treated a customer badly actually wants to do better.

Glad it was something simple and the orig dealer did the right thing, by the way.

 

[grsthegreat]

Well, I agree with the idea that it just might be a disgruntled employee...maybe.
\When shopping for my last tractor, my local JD dealership OWNER...where i had purchased my last tractor from... didnt want to give me the time of day. Guess he thought i was just a looky loo.

Ive been buying from them for 16 years. And that day they just lost all future business from them.

Im a business man myself, 20 years owning my own company. I live by the addage "You only have one chance to make a good impression". People dont give me a second chance and i return that favor.

 

[ultrarunner]

Here is something that has helped me with difficult situations...

I very clearly repeat what I was just told and ask the person if my understanding is correct.

This usually gets their attention.

If they say yes... I then ask to take my request to the next level of authourity because it is very important that there is no misunderstanding later...

I also write down the person's name, position and not the date and time of day and give them my information and asked them to keep it.

My experience as a State Certified Lemon Law arbitration has shown the value of clear communication and making a reasonable attempt to verify policy/position along the way.

Many times, just writing things down in the presence of the person will automatically lead to a manager or owner being brought in.

At one time... there was a chain that was famous for bait and switch ads in the papers and never having the product available... I always recieved the products at the advertised price.

Once it was a very expensive (At the time) Sony video camera where the store wouldn't offer it's price match guarantee... he said he could sell everything at his price so no reason to price match... went through my scenario and then told the manager to write it up... he looked stunned and asked me why???

I told him I cannot go after the store unless I could prove my damages and buying the camera at retail with the price match guarantee in hand was an open and shut case and the difference is my damages.

He said, I hate lawyers and gave me the price match... I have never been a lawyer by the way...

Never get mad or angry... try to have the other party see your side by saying something like "I'm sure if you were in my position you would want this taken care of"

Also helps if you have at least one witness.

As grsthegreat stated... it might just be an employee and not managment's position.

 

[5030]

After reading this post, this has also happened to me.

I purchased a machine from a dealer several hours away because of the price. Several issues have occured with the tractor, but the dealer closer to me says that he will do the work, but will charge me. He states that he has to charge me because the other dealer should have done it and if I want the work covered under the warranty I need to take it to the dealer that I purchased it from.

I have called the Kubota district representative and he told me the same thing.

I guess Kubota does not pay enough for their warranty work and the dealers do not want to take the hit for a machine that they did not sell.

Makes me wonder if I should not have bought GREEN!!

Makes me wonder just how cheap you are.........:laughing: