Lying dealer?

[JerryG]

As posts are posted we see many times where someone says that a repair could have been covered by the dealer but wasn’t. Several of these posts at some point state that it was actually bailing wire or thorns etc that caused the problem, then some of the posts state that the owner caused the problem in some way. Most or maybe I should say some of these posters are upset because the dealer won’t cover or attempt to cover the repair under warranty. Then in other posts we see when a dealer or a salesman said something that wasn’t totally right. These same dealers and salesmen are blasted beyond belief. I guess that it is all right for the dealer to lie to the manufacture, but pity the dealership if they lie to a customer even if it was an unintentional lie. Folks you can’t have it both ways. Do you want your dealer to be honest or do you want them to just be a bunch of liars. Like I testified in court one time. I told the attorney that theft is theft no matter the amount. The same goes for lying. A lie is a lie, no matter how you slice it.

 

[jmt1271]

As posts are posted we see many times where someone says that a repair could have been covered by the dealer but wasn’t. Several of these posts at some point state that it was actually bailing wire or thorns etc that caused the problem, then some of the posts state that the owner caused the problem in some way. Most or maybe I should say some of these posters are upset because the dealer won’t cover or attempt to cover the repair under warranty. Then in other posts we see when a dealer or a salesman said something that wasn’t totally right. These same dealers and salesmen are blasted beyond belief. I guess that it is all right for the dealer to lie to the manufacture, but pity the dealership if they lie to a customer even if it was an unintentional lie. Folks you can’t have it both ways. Do you want your dealer to be honest or do you want them to just be a bunch of liars. Like I testified in court one time. I told the attorney that theft is theft no matter the amount. The same goes for lying. A lie is a lie, no matter how you slice it.

a lie is a lie, no doubt. but there are grey areas. there can be situations where damage/problems occur with a questionable cause. alot of people feel that the dealer should give them the benefit of the doubt. i think that unless the cause of the problem is unquestionably the operator the factory should repair a covered part. its part of taking care of the customer. since the dealer is the link between the maker and the buyer, and he sold the unit he is in the position of making sure HIS customer is protected.

but if the dealer lies to the factory even to protect his buyer(especially siince he is paid to do the repair) then he is unethical.

as with most things in life it comes down to simply doing the right thing, which is usually the harder of the 2 choices.

what got you so fired up on this topic, if i may ask?

 

[SkyPup]

Successful Sales and Service Rule #1 - The customer is always right.

Successful Sales and Service Rule #2 - The customer is wrong....see Rule #1.

 

[Billy_S]

I think the dealer should tell whatever size lie is necessary to swing the situation to my favor.

 

[JerryG]

i think that unless the cause of the problem is unquestionably the operator the factory should repair a covered part. its part of taking care of the customer. since the dealer is the link between the maker and the buyer, and he sold the unit he is in the position of making sure HIS customer is protected.

but if the dealer lies to the factory even to protect his buyer(especially siince he is paid to do the repair) then he is unethical.

as with most things in life it comes down to simply doing the right thing, which is usually the harder of the 2 choices.

what got you so fired up on this topic, if i may ask?

It isn't the questionable repairs that brought this up. It is the repairs that some owners seem to think that dealers should perform that are clearly not the manufacture fault. If the part could have been faulty, it is the dealer’s responsibility to at least try to get it covered under the warranty.
There wasn't any one thing that got me started on this. There seems to be a trend to get upset or even mad at dealers because they won't cover everything that comes up. It doesn't matter if it something that the manufacture has control over or not. The same thing has happened in our country as it pertains to not taking responsibility for anything. We all should take responsibility for our actions whether we want to or not and not blame it on a dealer or manufacture if they didn't have anything to do with it.

 

[1bush2hog]

It isn't the questionable repairs that brought this up. It is the repairs that some owners seem to think that dealers should perform that are clearly not the manufacture fault. If the part could have been faulty, it is the dealer’s responsibility to at least try to get it covered under the warranty.
There wasn't any one thing that got me started on this. There seems to be a trend to get upset or even mad at dealers because they won't cover everything that comes up. It doesn't matter if it something that the manufacture has control over or not. The same thing has happened in our country as it pertains to not taking responsibility for anything. We all should take responsibility for our actions whether we want to or not and not blame it on a dealer or manufacture if they didn't have anything to do with it.

I have a pretty good idea about which post got you going and I agree - While no one likes to have additional costs on a somewhat new machine, things happen. One has a choice to be honest about things or to lie and deceive in an attempt to swing things in their favor - the bottom line is that they WILL end up paying for it either way - it's only a matter of time. What goes around will come back around. The earlier in life one learns this the better off they will be.

Honesty is always the shortest and least expensive route.

I had problems early on when I bougth my TN75, but rather than blame the dealer or NH I told the dealer straight up that "maybe" it was something I did that contributed to the problem, but that if it was something I did then I sure needed to know early on so I could change my ways to prevent any future problems. He ended up picking up my TN, fixing it under warranty, and returning it to me after he had sent a tech out to try to fix it in the field. Charged me $40 bucks to cover his cost on p/u and return.

I'll usually take the hit if there is any doubt - if not, then I'll stand my ground. People usually figure out real quick what type of person you are and more often than not treat you accordingly, especially if you don't let emotions become part of the process.

There are some jerks on the other side that are out there too. They will eventually learn their lesson the hard way. Life is too short to worry about the small things and small people by acting small in the process.

Just do the right thing because it's the right thing to do!

 

[Hooked_on_HP]

One thing poeple dont realize is that just because a dealer submits a warranty claim doesnt mean they will get paid for it. If the manufacturer says that a repair isn't covered the dealer doesn't get reimbersed. Most dealers have a person that just does the warranty paperwork and nothing else. If you had a dealer thay covered everything under warranty he wouldn't be in buisness long.

 

[DaryleD]

I'm extremely glad that this thread was started! I think that it's very important to remind people that there still is a right and a wrong. Maybe that's why our childrens generation as well as ours has forgotten. I try to keep it fresh in my childrens mind. It's like everything, the more something is allowed the more that it will happen.
Daryle.

 

[GeneD14]

I'm extremely glad that this thread was started! I think that it's very important to remind people that there still is a right and a wrong. Maybe that's why our childrens generation as well as ours has forgotten. I try to keep it fresh in my childrens mind. It's like everything, the more something is allowed the more that it will happen.
Daryle.

Amen!

 

[Farmwithjunk]

How's this for a possible scenario?

Owner has initial problem, calls dealer.

Dealer, being an "on the site" rep for the manufacturer at this point, decides it's in EVERYONES best interest to get this fixed.

Dealer contacts New Holland WITHOUT BEING FORCED and begins dialogue with warranty rep on how this can be taken care of with-in the system.

New Holland, knowing they don't HAVE to fix it, does what they can (at least at a reduced rate) to keep a customer happy.

OK.... So I'm living in a dream state.

But NH (Or ANY manufacturer) has some lattitude for handling "slightly out of warranty" claims. They can and will deal with things like this on occasion. That takes an initial boost from the dealer.

That's the guy who dropped the ball. I would expect him to do WHATEVER is with-in his power to get the results that SHOULD have happened in the first place. I don't expect him to LIE. I don't expect any certain path to resolving the problem. All I would expect is some results to attemt UN-doing the ill will they've already fostered. I would expect NH to stand behind their dealer..... AND PUSH HIM OFF THE GANG PLANK if he didn't finally do the right thing.