need to vent

[WaxMan]

Its a shame 75.00 but your right its better then nothing.
Never heard of putting diodes? in for 12 volt lights. and even if they did so what that dosent justify anything what 3 dollars?? Like I said just move the lights upright yourself don't worry about the connectors if they ever fail just fix them it's not like your going to crash and burn if a connector fails. Don't go to the other dealer to move them you'll just spend another 100.00 for nothing.
Move the lights yourself take your wife out to dinner with the 75.00 and forget it.

 

[89cummins174]

yeah miller and i will move the lights when i get off of nights. and i meant i will have to cheack out the other dealers in my area. life goes on

 

[TUG HILL ADDICT]

Sorry to hear how this turned out for you.

Always expect to get ripped off at a dealer. ALWAYS

****...they charge $13 for a freakin' oil filter!!!

 

[gemini5362]

yeah miller and i will move the lights when i get off of nights. and i meant i will have to cheack out the other dealers in my area. life goes on

I am trying to figure out why they would use diodes also. you didnt have a weird switching arangement did you. Such as being able to turn on each light individually and then be able to turn both on. I think that was just a lie. I would probably challenge him at this point to tell me where they used the diodes at and ask why they were not listed in your parts receipt. It might have diodes there is nothing that says the mechanic they had install the lights knew what they were doing. I bought a new pickup and when I went to hook up my trailer the tail lights did not work. I checked the voltage at the factory installed plug and no power at the connection. The next time I had the oil changed I asked them to check it out. I left the truck there and a short time later they asked me if I was sure it was the tail lights that were not working. I assured them that there was no voltage at the plug in. I went to pick the truck up and they asked me if I could come look at it with them. I went back to the shop and the mechanic told me he could not find anything wrong with that plug. He had a test light. I had them turn on the tail lights took his test light and showed him that there was no power. As soon as he saw that he said the trailer lights were seperately fused and checked those. He found a blown fuse and replaced it. The point I am making is that it took me 20 seconds to find there was a problem. They had the truck over two hours and I had to show them what was wrong. You might have diodes in your light circuit. If you do have them thank your lucky star that they installed them in the right direction other wise first time you turned on your lights you would be blowing fuse or your horn would blow or something else weird

 

[AndyinIowa]

I'm going to offer a different take on the primary situation. Here's the result of the transaction:

1. Dissatisfied customer
2. Dissatisfied customer
3. Dissatisfied customer

I can stretch that list out forever. Regardless of what led up to the situation, a business now has a dissatisfied customer. The business has several options:

1. Satisfy customer
2. Don't satisfy customer

A key reason many small businesses go out of business is because they blame their customer (the one writing their paycheck) on an issue, and actively choose to NOT satisfy the customer.

Messick's is a great example of a business that not only has satisfied customers, they have customers providing FREE advertising. They have Raving Fans. (read the book).

It is always ALWAYS the responsibility of the business to accommodate customer variance in behavior. Some customers are very good at getting up front estimates, some drop the machine off and leave a message taped to the steering wheel. Regardless of how the customer communicates, it is the business that needs to have processes to ensure the customer is satisfied.

If you choose to operate your business in any other way, you will have increased customer dissatisfaction, which leads to loss revenue.

You can have perfect quality, fast turnarounds, and a big sign on the wall that says $75/hr, but unless you are willing to ensure the customer is aware of every step of the way, you will eventually fall into situations like this post is discussing.

You can flame or disagree with me all you want, but my comments are based on the performance and integrity of world class companies that focus on customer service as a priority. They empower their employees to recognize a potentially bad customer service experience, and make the changes on the fly to fix the problem.

From a business perspective, here's how I would have handled the case:

1. I would have knocked 40% off of the bill while the customer was standing there and was upset.

2. I would have given a coupon for the next maintenance visit.

3. I would meet with the team and establish a process to communicate with all future customers to prevent the issue from re-occurring.

4. I would apologize for the situation, and ask if the customer feels I met their expectations. Don't let the customer leave mad! NEVER! Always push for a situation where the customer hops in their truck/car and smiles as they leave, because THAT is what they will talk about to their friends and family.

TOTAL COST TO BUSINESS - $250

TOTAL COST TO LOSE A CUSTOMER - PRICELESS

NO business can afford cruddy customer service. We all know businesses that blame the customer for everything (think cell phones, satellite TV, etc...). I personally dealt with that myself after buying my BX2350. A business that holds the customer on a pedastal not only has happier customers, but they have happier employees, lower turnover, and better profits at the end of the day. Ok, I'm off my soapbox...

IowaAndy

 

[Volfandt]

re. the diodes.
The only reason I can see why they used diodes is that they also used relay(s) in the new light circiut.
As a rule, diodes are used either for switching or blocking DC or rectifying AC. Another use is to wire a diode in parallel to a relays coil to obsord any reverse current spikes when the relay goes from the energized to unenegized state & vice versa. When wired with the anode to the negative and the cathode to the positive, it only conducts if a spike is induced across the the coil and momentarily changes the polarity of the voltage across the coil.
With this in mind, perhaps they were concerned with voltage/current spikes getting back into the timer-relay, which is about the only device in the BX that has any "smarts" enough to be effected by a spike. And if this is the case then they must have wired the light circuit into the switched "hot" lead thats under the seat and is also on the same fused circuit as the timer-relay and stop solenoid.
Theres been VERY MANY posts here and on other tractor sites where folks couldn't shut down their BX via the key switch and the vast majority of these problems were caused by either an aux lighting or other electrical devices being wired into the "hot" lead under the seat and the timer relay / stop solenoid's 20 amp fuse gets blown for reasons related to these new devices being wired into this circuit.
In any case, I'd ask of the function of the diode(s) in the light circiut, if not just for curiosity's sake.

 

[gemini5362]

I'm going to offer a different take on the primary situation. Here's the result of the transaction:

1. Dissatisfied customer
2. Dissatisfied customer
3. Dissatisfied customer

I can stretch that list out forever. Regardless of what led up to the situation, a business now has a dissatisfied customer. The business has several options:

1. Satisfy customer
2. Don't satisfy customer

A key reason many small businesses go out of business is because they blame their customer (the one writing their paycheck) on an issue, and actively choose to NOT satisfy the customer.

Messick's is a great example of a business that not only has satisfied customers, they have customers providing FREE advertising. They have Raving Fans. (read the book).

It is always ALWAYS the responsibility of the business to accommodate customer variance in behavior. Some customers are very good at getting up front estimates, some drop the machine off and leave a message taped to the steering wheel. Regardless of how the customer communicates, it is the business that needs to have processes to ensure the customer is satisfied.

If you choose to operate your business in any other way, you will have increased customer dissatisfaction, which leads to loss revenue.

You can have perfect quality, fast turnarounds, and a big sign on the wall that says $75/hr, but unless you are willing to ensure the customer is aware of every step of the way, you will eventually fall into situations like this post is discussing.

You can flame or disagree with me all you want, but my comments are based on the performance and integrity of world class companies that focus on customer service as a priority. They empower their employees to recognize a potentially bad customer service experience, and make the changes on the fly to fix the problem.

From a business perspective, here's how I would have handled the case:

1. I would have knocked 40% off of the bill while the customer was standing there and was upset.

2. I would have given a coupon for the next maintenance visit.

3. I would meet with the team and establish a process to communicate with all future customers to prevent the issue from re-occurring.

4. I would apologize for the situation, and ask if the customer feels I met their expectations. Don't let the customer leave mad! NEVER! Always push for a situation where the customer hops in their truck/car and smiles as they leave, because THAT is what they will talk about to their friends and family.

TOTAL COST TO BUSINESS - $250

TOTAL COST TO LOSE A CUSTOMER - PRICELESS

NO business can afford cruddy customer service. We all know businesses that blame the customer for everything (think cell phones, satellite TV, etc...). I personally dealt with that myself after buying my BX2350. A business that holds the customer on a pedastal not only has happier customers, but they have happier employees, lower turnover, and better profits at the end of the day. Ok, I'm off my soapbox...

IowaAndy

I am going to agree with you about customer service. I bought a porsche from Jackie Cooper imports in Tulsa Oklahoma, The GPS maps were severely lacking in the areas around the major cities where I live. Because of the cost of the GPS addition I had a major league fit. They finally got porsche to come on board with a fix but it involved reprogramming the unit so that it would accept the newer maps. (I bought it new but the next year models were out with newer maps.) I made an apointment to get the new software installed and drove to tulsa (2 hours each way) I left it there and went to visit in laws when I came back to get it they told me porsche had sent the wrong software and they would have to make another apointment. I griped about having to make another drive for porsches mistake. The service manager told me I would not have to drive an inch to get it fixed. When the new software came in they would send a flat bed truck to my house and pick up the car. They would install the software and then send it back by flat bed to my house. They assured me I would not be paying for the mistake that was made. That to me was above and beyond the call of service. I did not make them do that. The next time I visited my inlaws I just made an apointment however it was very good of them to offer. They sell other things besides porsche. I make sure to send anyone that is looking for a car that they sell to see them.

 

[Crash101]

Well i know that i have not posted lot but, i need to get this off my chest and maybe you have some horrier stories to tell. this morning i droped my bx24 off at my local kubota dealer (bucks county, Pa) to have 4 flood lights put on becuase i thought they would already know the best route to run the wiresso they dont get snag on anything. So I head up to the dealer at 4 to pick up my tractor smile on my face and then they hit me with the total. 556 dollars for 5 1/2 hours of work. They had to make the brakets but i suppled the lights and they had the rest of the switches wire and fuses.

What I am getting at is i thought I could truss my dealer to take care of me not take a weeks wofth of pay away from me. the work they did was good but didn't know that their lowest rate was 75 a hour and the electrical work per hour was more. This is the last time they will lay a finger on my tractor!!

Thanks for reading

I read every post on here more than once. This is a very interesting thread and could happen to any one of us.

Mr89Cummins, you mentioned going back to the dealer and receiving an hours worth of credit and that the bill is what it is because of a couple diodes placed in the circuit. All that is fine, but bottom line, you still are totally justified in feeling "ripped off" You expected value and you didn't receive it. Copy this entire thread, every page, every post, take it with you and respectfully remind him that this is where the small tractor owners all over the world spend a whole lot of time. May not do any good, but I don't think it would hurt. He may continue to feel that because he has a secretary, mechanic and a light bill to pay he must charge several hundred dollars for a simple task, but at least he may learn something of us "homeowner's" perspective of value or lack of.

 

[ray66v]

From a business perspective, here's how I would have handled the case:

1. I would have knocked 40% off of the bill while the customer was standing there and was upset.

2. I would have given a coupon for the next maintenance visit.

3. I would meet with the team and establish a process to communicate with all future customers to prevent the issue from re-occurring.

4. I would apologize for the situation, and ask if the customer feels I met their expectations. Don't let the customer leave mad! NEVER! Always push for a situation where the customer hops in their truck/car and smiles as they leave, because THAT is what they will talk about to their friends and family.

TOTAL COST TO BUSINESS - $250

TOTAL COST TO LOSE A CUSTOMER - PRICELESS

NO business can afford cruddy customer service. We all know businesses that blame the customer for everything (think cell phones, satellite TV, etc...). I personally dealt with that myself after buying my BX2350. A business that holds the customer on a pedastal not only has happier customers, but they have happier employees, lower turnover, and better profits at the end of the day. Ok, I'm off my soapbox...

IowaAndy

Actually, the customer service needed to be at the beginning of the transaction, its too late at the end.

If The business operator talks to the customer first, before doing the work. Explains the situation, and, establishes the costs involved, (that's how I would have handled it), the problem never happens. Then none of this defensive maneuvering will be necessary.

Once a customer thinks you tried to screw them, its over.

 

[Tractor Factor]

If The business operator talks to the customer first, before doing the work. Explains the situation, and, establishes the costs involved, (that's how I would have handled it), the problem never happens. Then none of this defensive maneuvering will be necessary.

Well put. This is the crux of the matter.

Communication, at every step of the way, is everything. It's difficult at best, often impossible, to soothe hard feelings after the fact when they could have been relatively easily avoided at the outset by simple communication. Hate to say it, but I find that women often do a much better job than men in jobs that require deft communication skills.

This doesn't let the buyer off the hook, but, let's face it, a seller/dealer/provider drives down this road every day. A good one knows how to guide the transaction down a smooth path and allow for a lack of knowledge and experience on the buyer's part.

 

[BigD23]

I can the dealer back today. We talked about what a fair price would be and why the extra work. He said they had to use dioeds???? spelling??? for the style for flood light that I use. So end result he said he is going to see if they can take 1 hour off the bill which means 75 dollars back, and bring the bill to 475 in stead off 550. better then nothing and this doesnt mean i have to go back to him for service. there is another kubota dealer 17 miles away, shame to cuz he was just 4 miles away.

I just want to thank everyone that offered their opinon to my post.

Diodes are very cheap price wise.

Don