bigpete
Veteran Member
I just posted another incredibly Long Message in the Poll below about toplink plate leaks on the 2210 model. My post describes my saga trying to resolve a chronic leak from the toplink plate of my 2210. The word "chronic" is my word to describe what seemed to be an irreparable leaking condition that began two days after the tractor was delivered and was recently "repaired" for the fourth time under warranty within 10 months of delivery. I am, however, quite pleased with the final resolution. My dealer and I have worked out a replacement 4110 that is similarly equipped.
Last things first: My settlement over the problem was the result of working with my dealer after JD's technical and engineering divisions spent considerable time and energy trying to resolve the issue. Ultimately, JD gave my dealer permission to negotiate a reasonable replacement after I insisted on a new tractor after three attempts to repair the leak (four leaks in total). Speaking with JD's technical folks during the last repair they confidently believed they had fixed my tractor and that other 2210s with this leak had been permanently repaired, as well. While that may very well be, I had decided to move up to a larger tractor rather than fight for another 2210 or accept the "repaired" tractor. It may sound funny, but I still have ultimate faith in the quality and capabilities of the 2210 even after I had an early-production lemon, IMHO. I do know several other owners that had a repair done and are not experiencing any more problems. The newer models appear to be trouble-free in this area.
Ultimately, JD gave me the choice, so to speak. As you might guess, JD could not just "give" me a brand new 4110 to replace my 2210. After considerable diplomatic discussions with my dealer (mostly), we arrived at a fair depreciation cost for the hours I had used the 2210 and a very competitive price for the 4110. It is best that I do not post any figures related to my negotiation, but I will just say that neither my dealer, nor I, had to eat the cost of the problem with the tractor delivered to me. I am sure JD worked with the dealer to arrive at an equitable figure so that his overhead and prep costs were covered, and I know that things worked out fairly for me. Esssentially, I will be in a new 4110 with all of the attachments and set-up features I had in the 2210 for about as much as if I had competitively purchased a 4110 in the first place. The depreciation cost is very reasonable because I was able to accomplish quite a bit of work with the 2210 in the time I had it. My depreciation costs were way, way, way less than if I would have rented equipment or paid a pro for services.
I know this is a rambling post, but I wanted to make sure I stated the reasons that I know I will ultimately be satisfied. First, my dealer has been an absolutely "Stand-up" businessman throughout the whole ordeal. He never second guessed that I had a problem and he made sure that my tractor was picked up and returned without question and without cost. I must also say that this was always our understanding and that not all dealers are prepared to do this. I would have been happy with a reduced transport fee becasue I knew that most dealers do not pay for warranty transportation.
Secondly, I knew I had to be a "good" (mannered) customer throughout the process. I most certainly got frustrated and a little distraught a few times, but I made myself remember that each person I was speaking with was not individually responsible for my tractor's problem. Of course it was easy to be a good customer because everybody was responsive to my requests, acknowledged the issues, and they each did at least "something" to help clear up the problem. It might not have been so easy had I run into anybody that dismissed my feelings about the problem or questioned my reasoning or whether the problem really existed.
The best bits of advice I will offer to anyone facing a similar situation, is to be calm and clear about EXACTLY what you expect as a resolution and to start a file. Keep notes of who you speak with, who you are referred to, who calls you back, and make notes of the exact dates and times and what was discussed. If you write any letters, keep copies and make sure they are written to the right person in the first place. There were a few times that I pulled my notes out to clarify a past discussion or an issue that was agreed upon. Not that anyone was trying to get away with anything, but they are busy taking care of more problems than just mine.
The final word is that you have to follow the specific problem resolution process defined in your warranty. If you do not do so, or if you jump ahead of the warranty process, your state and local laws won't help you. I didn't ever get to that point, but I had documented the steps and felt calm and confident that I would resolve this thing even though it was a very slow process. The first contact is with the dealer. If you feel like you are not getting anywhere, ask your dealer if he feels like he has done everything he can. If he has hit a wall, don't let him just dump the tractor back at your property just because he doesn't think he can do any more (especially if you paid for transport). If that happens, let your dealer know you are sorry, but that you will be contacting corporate for a warranty problem resolution. My dealer actually told ME to contact the complaint center because he felt he had done all he could, and that my voice would be heard more loud and clear at the corporate level than perhaps his would be. I will say that things really started to happen after I spoke with the Customer Complaint Center. I clearly stated that I was not interested in a "fix" because that had already been attempted beyond a reasonable number of times. I let them know that I was only interested in a replacement under my warranty. Customer service was helpful in explaining how that process would work, where any out-of-pocket costs might come from, and what to expect next. A follow-up letter was sent from me to the Customer Service Center Manager formalizing that discussion and the specific resolution I was seeking. The rest is history. Well, almost... it will be history when I take delivery of my new tractor.
Hopefully none of you folks will have to ever deal with this, and I hope I'm done with it forever, too. Thanks for letting me get all this off my shoulders after the last few weeks. Wish me a leak-free 4110 /forums/images/graemlins/cool.gif
Last things first: My settlement over the problem was the result of working with my dealer after JD's technical and engineering divisions spent considerable time and energy trying to resolve the issue. Ultimately, JD gave my dealer permission to negotiate a reasonable replacement after I insisted on a new tractor after three attempts to repair the leak (four leaks in total). Speaking with JD's technical folks during the last repair they confidently believed they had fixed my tractor and that other 2210s with this leak had been permanently repaired, as well. While that may very well be, I had decided to move up to a larger tractor rather than fight for another 2210 or accept the "repaired" tractor. It may sound funny, but I still have ultimate faith in the quality and capabilities of the 2210 even after I had an early-production lemon, IMHO. I do know several other owners that had a repair done and are not experiencing any more problems. The newer models appear to be trouble-free in this area.
Ultimately, JD gave me the choice, so to speak. As you might guess, JD could not just "give" me a brand new 4110 to replace my 2210. After considerable diplomatic discussions with my dealer (mostly), we arrived at a fair depreciation cost for the hours I had used the 2210 and a very competitive price for the 4110. It is best that I do not post any figures related to my negotiation, but I will just say that neither my dealer, nor I, had to eat the cost of the problem with the tractor delivered to me. I am sure JD worked with the dealer to arrive at an equitable figure so that his overhead and prep costs were covered, and I know that things worked out fairly for me. Esssentially, I will be in a new 4110 with all of the attachments and set-up features I had in the 2210 for about as much as if I had competitively purchased a 4110 in the first place. The depreciation cost is very reasonable because I was able to accomplish quite a bit of work with the 2210 in the time I had it. My depreciation costs were way, way, way less than if I would have rented equipment or paid a pro for services.
I know this is a rambling post, but I wanted to make sure I stated the reasons that I know I will ultimately be satisfied. First, my dealer has been an absolutely "Stand-up" businessman throughout the whole ordeal. He never second guessed that I had a problem and he made sure that my tractor was picked up and returned without question and without cost. I must also say that this was always our understanding and that not all dealers are prepared to do this. I would have been happy with a reduced transport fee becasue I knew that most dealers do not pay for warranty transportation.
Secondly, I knew I had to be a "good" (mannered) customer throughout the process. I most certainly got frustrated and a little distraught a few times, but I made myself remember that each person I was speaking with was not individually responsible for my tractor's problem. Of course it was easy to be a good customer because everybody was responsive to my requests, acknowledged the issues, and they each did at least "something" to help clear up the problem. It might not have been so easy had I run into anybody that dismissed my feelings about the problem or questioned my reasoning or whether the problem really existed.
The best bits of advice I will offer to anyone facing a similar situation, is to be calm and clear about EXACTLY what you expect as a resolution and to start a file. Keep notes of who you speak with, who you are referred to, who calls you back, and make notes of the exact dates and times and what was discussed. If you write any letters, keep copies and make sure they are written to the right person in the first place. There were a few times that I pulled my notes out to clarify a past discussion or an issue that was agreed upon. Not that anyone was trying to get away with anything, but they are busy taking care of more problems than just mine.
The final word is that you have to follow the specific problem resolution process defined in your warranty. If you do not do so, or if you jump ahead of the warranty process, your state and local laws won't help you. I didn't ever get to that point, but I had documented the steps and felt calm and confident that I would resolve this thing even though it was a very slow process. The first contact is with the dealer. If you feel like you are not getting anywhere, ask your dealer if he feels like he has done everything he can. If he has hit a wall, don't let him just dump the tractor back at your property just because he doesn't think he can do any more (especially if you paid for transport). If that happens, let your dealer know you are sorry, but that you will be contacting corporate for a warranty problem resolution. My dealer actually told ME to contact the complaint center because he felt he had done all he could, and that my voice would be heard more loud and clear at the corporate level than perhaps his would be. I will say that things really started to happen after I spoke with the Customer Complaint Center. I clearly stated that I was not interested in a "fix" because that had already been attempted beyond a reasonable number of times. I let them know that I was only interested in a replacement under my warranty. Customer service was helpful in explaining how that process would work, where any out-of-pocket costs might come from, and what to expect next. A follow-up letter was sent from me to the Customer Service Center Manager formalizing that discussion and the specific resolution I was seeking. The rest is history. Well, almost... it will be history when I take delivery of my new tractor.
Hopefully none of you folks will have to ever deal with this, and I hope I'm done with it forever, too. Thanks for letting me get all this off my shoulders after the last few weeks. Wish me a leak-free 4110 /forums/images/graemlins/cool.gif
