Bakoj, I'm hesitant to respond to anything, but I will answer that question. When a customer comes in for a warranty. We can fix things that are less than 1000.00 for parts with out a Repair Number. We need to take several pictures and order the parts if we don't have them in stock. When the parts come in then we install them. The issue I have is that they alot times for the repair that sometimes don't really cover the repair. The paperwork is like doing a mortgage. Then it is submitted and the wait begins. Before you know it you get an E-Mail that says the warranty claim is denied ?? You go thru a process that makes you want to pull your hair out. We do not get paid for all the paperwork, loading pic's and the reports needed for it. This is the worst part of what I do with the manufacturer.
Realize they just want to sell tractors to whomever wants to buy them. We have a contract that clearly states we have an AOR ( Area Of Responsibility ) I try in every way to follow this, including calling a dealer in the area for customers. This will allow for local interaction between the end user and the dealer. This is how it should work. I've gained alot of respect from dealers because of how I handle these sales. I've also irritated alot of customers doing this. I guess my approach is I would rather have a customer out of my AOR mad at me than a local one.
I have lost a ton of small warranty claims just because I did not want to be P- off by my supplier, and I did not file claims. I was told by my TM that I have one of the lowest warranty claims of most dealers. Just get tired of the fight with corporate. Now with that said throw some retails in the mix from dealers that just want to push products and have not a care of where it goes. This is what I call a car dealer mentality !! Just being in business without product & Parts is bad enough, now throw in the customer that will drive 2 hours to save a buck and then want you to solve his issues. This is not fair to any dealer anywhere.
like Bransons approach to this it states that the selling dealer is and should be the servicing dealer. This is the approach that alot of dealers are going to and starting to take these days. I guess I'm the only one that is willing to front the underlying ideas and problems. I'm sure I will again be smeared for stating what I have. Just understand theirs always 2 sides to every story and this is my take on the life of being a tractor dealer. Realize I get along very well with 4 Kioti dealers in the state of MI. We talk often and do dealer trades. I have a couple that I just can't get along with. I think they hurt the value of the brand when they don't profit from the sale. This also affects resale value of products and my employees and growth of a business. I'm not just talking my business. I again have talked to several dealers that are effected by this. Kioti has a dealer that has sold in 34 States last year. How's that sound. Remember that we have an AOR in a contract. What good is a contract if things are not enforced ? So the subject of terminating a dealer because he puts warranty work from product that he didn't sell on the back burner ! Just not sure what to say without incriminating myself. Just trying to make a point that the buyer does not understand.
