Problem with HPX......

[Boone]

Did you get a refund on this machine?

 

[Y2KF250PSD]

No refund needed as I havent made a payment yet. And dont intend to until this situation is resolved. Machine was purchased on 06-14-04 and financed through John Deere Credit.

Get this! The dealership owner told me on Saturday that he would call me back with some information on Monday (yesterday). He did not call. I called and spoke with the Service Manager. (This part is good). He told me that the regional field tech rep advised the problem was likely not in the fuel system or carburetion. He is of the opinion that the valve guides in the cylinder head are too tight and that when the engine heats up, the valves won't completely close, thereby resulting in the no start/no run issue. service Manager said his mechanic will be tearing the cylinder heads off today to ream the valve guides.

Are you guys hearing this!?!?! This is B.S.!!!!

I'm waiting on a call back from the supervisor at customer service and really could use a number for someone in corporate if anyone has one. Everytime I call corporate, they just refer me back to customer service.

I told em at this point, there were 3 options:

1) Replace my machine with another.
2) I walk away with no penalties to my credit and purchase another brand.
3) When the diesel model arrives (purportedly within the next 2 weeks), we negotiate a deal on one of them.

Tell me gentlemen, am I being unreasonable?

Cowboydoc, I sent you a PM.

<font color="red"> On edit: </font>

At this point I feel obligated to post this dealer's name and location so that no one else will have to deal with these issues and lack of customer service!

Grissom Implement Inc, 13503 Hwy. 177, Shawnee, OK (405) 214-2205

 

[rockyridgefarm]

You sound reasonable.... The diesel is looking a lot better....

 

[Y2KF250PSD]

Just spoke to the owner who was supposed to call me yesterday. Told me got "too busy" to call.

I reiterated what I felt my options were that could resolve this situation and requested the territory managers name and phone number. Mr. Grissom said that since I had already called and involved Corporate, the situation was out of his hands.

He knew the name of the territory manager but said he didnt have his phone number. He gave me a number to a tech rep (I think), who i have left a message for.

This is absolutely ridiculous and leaves me shaking my head in disbelief........

 

[flyingn]

if you are happy with the rest of the machine I'd go for the diesel model..

Frank

 

[Boone]

I think I would go for the refund and look at other brands. He has been without the machine for around a month, cutting into his production and creating other costs.

 

[hpxlover]

I bought a Gator 4x4 hpx about 2 months ago and i love the thing i have never had a problem with it and it runs great. It is unstopable i can run over 2 inch trees no problem. the other day a lumber truck got stuck by our new barn carrying a ton of wood and i pulled him out with my HPX in low 4 wheel. i think the thing is amazing and i have never had a problem with it yet and i beat on the thing. If you are having problems with this one i would go for the dissel because i am loving the gas one. you must have just gotten a faulty unit. i would stay with the HPX

 

[Y2KF250PSD]

Thanks HPXlover,

Thats good to hear. I agree with you about how good this machine is. When it's running, it is absolutely great. Far exceeded my expectations of it's capabilities. Just too **** bad it wont stay running.

I've been getting 2 different stories from John Deere on my machine. Customer Service tells me they have very few complaints on the HPX. My own research, as well as remarks by members here, indicate the same.

The Service Manager on the other hand, is telling me that "D-Tac" is overloaded with complaints on these machines and it is likely to result in a major recall.

Someone isn't being forthwith.

I've basically drawn the conclusion that it's a good machine and I just got stuck with a lemon. I think the dealer doesnt want to give me another machine and is attempting to make me believe that I would have the same issues if they were to do that.

I just received another call from customer service. These ladies should be hostage negotiators. They are true crisis resolution experts. I again stated my thoughts and position and she agreed that I had been very patient and reasonable.

I was told the situation had been placed in the hands of Mr. John Rissoe, Regional Field Supervisor. Sha said he is currently working closely with the Dealership owner, Service Manager and technical rep.

I await his call with the anticipation that this can be resolved.

1) Give me another machine.
OR
2) Keep the gator and cancel the financing.

What's so hard to understand about that? I've been very careful not to mention civil litigation and/or media involvement to this point. Nothing lasts forever..........

Chuck

 

[cowboydoc]

Chuck,

Be patient you've got the right people involved now. If they treat you anything like they've treated my problems in the past they will soon be in touch with you to work out an amicable solution. I really believe it is your dealer that has put the cog in this deal. They should have done all of this for you before you ever had to take it this far.

 

[Y2KF250PSD]

It's now Friday, 07-23-04, 1:20pm.

I still have not been contacted by anyone with a resolution. I recieved a call from customer service, day before yesterday, that John Rissoe would be calling me with information.

I've had enough. I just left a message with customer service informing them that if I am not contacted today, I will file a complaint with Consumer Complaints Department of the Oklahoma Attorney Generals Office, I will file a complaint with the Better Business Bureau, and I will contact my local television media for an interview with the consumer complaints reporter.

And thats exactly what will happen.

Thanks for everyone's support, I hope you never have to deal with this situation on your John Deere product.

Chuck

 

[Dargo]

Man, that stinks! Sounds like you have been very patient. Let 'em have it, and then maybe they will change their ways. There is no excuse to "beta test" with the general public. When there is a major problem that cannot be fixed, any reputable company should trade you out of it giving you the full paid price towards another unit or refund your money. Good luck!!

 

[Slippy]

I suggest you also contact a local attorney and look into your states lemon laws and their potential applicability to your product. In some states you are entitled to treble damages,(3x your actual damages) if the product is a lemon. Typically they only apply to "motor vehicles", the definition of which you will just have to look up.
In addition, you should talk to an attorney about a defective product claim. You should also find out whether if you win, will JD be responsible for your attorney fees, costs, etc.
Good luck.

 

[Y2KF250PSD]

<font color="red">UPDATE: </font>

I hope it's the final update.

Shortly after my last post, I finally receive the expected call from John Rissoe. (Kinda makes ya wonder if they're watching this post, don't it)

Apologizes for the length of time it took him to call me and gives some explanations. Then he proceeds to tell me they have my HPX repaired and are ready to return it. Goes on to say that when they disassembled the carburetor, they discovered one of the valves in the fuel bowl was not properly seated. They determined that after the machine had run for a bit, that due to thermal dynamics, the valve would become unseated and shut off the fuel supply to the bowl. So, they reseat the valve and have put about 10 hours on the machine since with no problems.

I politely listened to his explanations of how the problem was solved and asked what assurance did he have that it wouldn't happen again? He said he felt it was corrected and the dealer was ready to return it to me.

Once again, I stated that I did not want the machine back, I wanted a replacement or to void the loan paperwork. Not to mention, of course, the machine now has an additional 10 hours on it. That would total 40, only 25 of which I was responsible for.

He told me that was what warranty was for and he felt John Deere had lived up to that. I told him nope, new machine or I continue with the complaint processes I listed in my above post. He hem-hawed around and said that it would be up to the dealer if they wanted to provide a new machine. I thanked him for his time and advised I needed to get off the phone so I could call the AG's office. He said he would call the dealer and speak to them and call me back.

Within 30 minutes I get a call from the dealer's son, who evidently operates one of their 3 dealerships. Very reasonable man. He didn't quibble, said he understood my options were new machine or walk away from the loan. I agreed that we were on the same page. He said he was hesistant to replace my machine w/another gas HPX because he was concerned that if I had a similar problem with it, it would only create a much larger problem with my view of John Deere products. I agreed with that too. So, he offered to void my loan and let me walk away. Or........., we could negotiate on the price difference on the new diesel HPX he was expecting in early next week.

After we haggled a bit, we reached an agreement where they will take back the gas HPX and void the loan. I will purchase/finance the diesel model (including price difference)next week when it arrives. And they will move the optional receiver hitch from the gas one to the diesel one.

I'm satisfied. And I'll give an update next week when I get my hands on the diesel.

Thanks to all for your support. It kept me focused, motivated and strong!

Chuck

 

[Dargo]

I'm glad to hear your outcome. Actually I'd love to hear how the diesel model works out. Personally I'd have absolutely no use for the gas model after having a earlier model gas Gator, but I had great engine performance from their diesel model I'd purchased later. I think the diesel model should do the trick for you. I'm just sorry to hear that you had to suffer through their gas model first like I did.

 

[Slippy]

Good to hear you are satisfied and that JD has responded. Since you are getting out of the deal, and I'm sure the JD is a fine machine, you may want to take a look at the Kubota.

 

[flyingn]

I second that. For the price of the diesel HPX you could be in a Kubota RTV.

Frank

 

[Y2KF250PSD]

The RTV interests me even though the cost would be a bit more than the diesel HPX. There's no doubt the RTV is one stout machine.

I personally like the appearance of the HPX better than the RTV but hey, if it don't get the job done, that don't count for nothin.

If, for some reason, the diesel HPX agreement doesn't come together as agreed upon, the RTV will be on my list.

Chuck

 

[riptides]

Hey Chuck,

Good for you that you got them moving to understand where you were coming from. I was glad to hear the dealer say they didn't want to let you have another attempt at the gas model. That would just be bad for both parties if it had acted up. I hope your dealings go smooth on the diesel and you can take delivery quickly and with no problems.Good luck!

-Mike Z. /forums/images/graemlins/grin.gif

 

[Y2KF250PSD]

Thanks Mike!

It somewhat leads me to believe they don't have much faith in the gas model. Kinda eliminates the theory that the problem(s) were isolated to mine. In my opinion anyway. But I appreciate the fact the dealer had the foresight to understand the possibility that it could cause another issue and addressed it appropriately.

Chuck

 

[Y2KF250PSD]

Picked up the diesel HPX this morning. The transaction was smooth and professional.

This little diesel is awesome! Has a nice diesel purr and feels stout. Much easier starting than the gasser that had to be choked and was so cold blooded (when it ran).

Didn't get to put any time on it due to rain but here's a couple of pics.

I firmly believe this machine will serve me well.

Chuck