New Kubota.ca Site Stinks

BobT · Aug 8, 2001

Woodstock & others,

I went to see the Kubota.ca web site. I do not feel it deserves as harsh a verdict as it has received. It is difficult to present a comprehensive web site catering to all dealers and users, right off the bat. I believe it is a very good start with lots of excellent features.

Like Muhammad said, almost every major corporation in the world creates this "barrier" layer between their executives and the general public. This is just realistic. You can't expect the CEO (or any other senior manager) of Kubota to personally monitor and respond to each user post.

At the same time, Kubota and others need to realize that there is a huge gap between their what their "dealer network" delivers and what customers want and need in terms of support and information. This is unlikely to change soon ...

Anyway, I say Kubota.ca deserves encouragement. They are heading in the right direction, IMO.

BobT.
A Indiana Boy

Muhammad · Aug 8, 2001

Re: Kubota Responds and your not going to like it!

Ryan,

Good to see that you're taking the steps to better serve the Kubota CA customers online... As I said in my other post, it will probably take some time before the major tractor manufacturers dive into the web head first, but little by little I see progress not only from Kubota but from JD and NH as well.

I think one of the most important things is allowing users to directly contact a customer service rep at Kubota, from the website. If after a test period a fair number of the questions could simply be answered by the dealers, develop an auto response system that explains in more detail how they can get a response from the dealer, a link to the dealer locator, etc. From there, only the more important or complicated questions could be forwarded to the customer service people @ Kubota, so they don't have to deal with 50 e-mails asking "why doesn't Kubota offer Ag tires on the L48?" ... and responding to the questions that are worthy of attention, and doing so in a timely fashion, is going to be very important to the buyers and owners who populate the site.

Knight9 · Aug 8, 2001

As another Canadian member of TBN, I would have to say that I am cautiously optomistic about the changes as Kubota's Canadian site. When I was tractor shopping, I found the .ca site to be rather useless and ended up at .com/TBN/Carver for better and more complete information. However, I think the new site is a really good step in the right direction.

I'm also of the opinion that constructive criticism stated in a positive manner can be very helpful. So I'll go on record as saying that I would greatly appreciate seeing online manuals at the Kubota Canada site similiar to what is available at the JD site now. I would also like to see much more information and specs on Kubota attachments.

Kevin

cup149 · Aug 8, 2001

Web site are made by marketing types, not tractor users. Last week they could have been marketing pantyhose.

Knight9 · Aug 8, 2001

True statement....however...good marketing types take the time to research what they are marketing and try to provide the desired information. Seems to me Kubota's new Canadian site was a pretty good shot at it...and certainly a VAST improvement over what was there. I expect the "marketing types" will improve it over time also as they receive and evaluate constructive feedback.

Kevin

Anonymous Poster · Aug 8, 2001

I am starting to feel a little better now

Maybe we will look into having an online survey on the site to poll what applications users would like to see. We will store all results in the web database and have some sort of periodic giveaway for the most novel web "idea"....a diecast BX or something....Just a thought....

Anonymous Poster · Aug 8, 2001

Re: Kubota Responds and your not going to like it!

Yes but if they did get 50 questions about why there are no ag tires for the L48, maybe they'd offer them......./w3tcompact/icons/smile.gif /w3tcompact/icons/wink.gif /w3tcompact/icons/smile.gif

Unless of course all 50 were from the same person!

del

Muhammad · Aug 8, 2001

Re: Kubota Responds and your not going to like it!

Good point! /w3tcompact/icons/smile.gif

ronjhall · Aug 8, 2001

Re: Kubota Responds and your not going to like it!

I agree with Woodstock./w3tcompact/icons/cool.gif When a manufacturers web sites answer to a negative post is to boot the person off and delete their post./w3tcompact/icons/shocked.gif I will make my assumptions of how they perceive others and me as customers./w3tcompact/icons/mad.gif If a reply had been made as was posted on TBN. A dialogue would have been started that would have made everyone more understanding of all concerned. Kubota.ca is replying the same way Kubota is handling all customer relations. Let the Dealer handle it. That way all information is filtered, second hand and may not get to Kubota Corporation./w3tcompact/icons/frown.gif Hopefully Kubota.ca will follow through and provide a site that allows dealers and customers a place to communicate with Kubota Corporation./w3tcompact/icons/smile.gif

huckflynn · Aug 8, 2001

Re: Kubota Responds and your not going to like it!

The post wouldn't have lasted 2 minutes on my site. I might have taken notice about issues raised -- and I might have reconsidered the whole idea of having a public forum -- but there is no way I would have let the post stand.

Huck