Time to find a new Bota Dealer

MessickFarmEqu · Jan 6, 2005

We do it, although I can understand why some places would not want to. I think the warrenty reimbersment system has been discussed before. Reguardless of what company you are working with, its often impossible to recover all of your costs when doing warrenty work. Especialy if you have a small staff that is not terribly experienced at what they are working on.

This could be a good solution to the problem we have been talking about. If the manufacturers would be more liberal with warrenty payments than dealers would not turn away warrenty work. Some of these stories are awful examples of customer service and that is going to have more of an impact on their long term bottom line than any loss they may take on a warrenty job. Just my opinion...

MarkV · Jan 6, 2005

Neil, I’ll believe you when you tell me the reimbursements for warranty work aren’t adequate. You should know, you are a dealer and have to work within that system. I also agree with you that customer service now will save the bottom line later. It sounds like your dealership is the type I would like to have.

What I didn’t understand was that a dealer CAN turn away warranty work. I guess that means the only dealer that HAS TO do the warranty work is the selling dealer. I would find that very troubling if I were to relocate and was no longer guaranteed warranty service without returning to the point of purchase. Do I understand that correctly?

MarkV

cup149 · Jan 6, 2005

( AAAAAHHHHHHH!!!!! After much BEGGING, they sold me the parts.

Parts to replace faulty fuel sender seal: $15
Hassle received: $10000000000
TBN help to determine that this WAS a recall and to get part#: PRICELESS )

I had the leaking sender, so I stopped at the dealer a couple miles from where I work to buy the kit. They said it would be covered by warrenty, but I had to go to the selling dealer (15 miles from my home). I called them and they would do it, but would be $50- 75 to transport the tractor. I ended up getting them to give me the kit and I gave them a copy of my sales reciept for the tractor to prove my ownership. I had to drive 35 miles to their other location to pick it up though.

MessickFarmEqu · Jan 6, 2005

( What I didn’t understand was that a dealer CAN turn away warranty work. )

I agree with you, if I was the manufacturer I would require it. But I like I said, given the problem with reimbersments they can't really force it. I'm stepping out on a limb to say this, but I can't imaging anyone is going to turn away work without some reason. They would have to know the history of that customer and have no hope of a worthwhile "profitable" relationship. I would not be concered about moving or the like, if your a new face they are going to treat you right. But I guess there are some jerks out there too...

MarkV · Jan 7, 2005

Neil,
Thank-you for clarifying that for me.

MarkV

ByronBob · Jan 7, 2005

Neil,

Have you ever had someone walk into your business and say "I'm getting the runaround from so and so. Can you help me out" and if you did have you been rewarded with their business?

I think anyone can feel the desperate feeling someone could go through by not having a Kubota dealer not help them just because it wasn't bought at their store.

How does anyone who moves to another state and brings their tractor with them start a new relationship with a dealer if they won't help them?

MessickFarmEqu · Jan 7, 2005

I work in a very large store, about 65 employee's here. As was eluded to before, I am the son of one of the owners of the company so I am not in tune with specific incidents happening on other departments. I do know we have done warrenty work for other dealers often, we have to as there are more dealers in Lancaster County than anywhere else in the country.

I think the best way to get help is to simply walk in and nicly explain your situation. A vast majority of people have only positive experiences and never have any of the issues that we are talking about. It only takes a few people to make it seem like the whole country has some kind of customer service epidemic and thats really not the case.

ByronBob · Jan 7, 2005

I will agree with those comments because we expect the service to be there and when it isn't you have a reason to post it here.
I talked to my neighbor who owns a Kubota before buying from my dealer. He had nothing bad to say about the place so I felt no worries at all. It's situations like this that do more damage than others.
It should be cut and dry. If Kubota says their warranty should be honored at any dealer then make them do it. If not tell the buyer you need to deal only with the selling business period. This strattling the fence thing makes the businesses look bad when they don't need to be.

MessickFarmEqu · Jan 7, 2005

Correct me if I am wrong, but I am pretty positive this is how every tractor company is and I would guess the automotive industry might be the same way. While this is in the Kubota forum, they have much less of an issue with this than some of the other companies that we work with.

if this thread continues, I won't be able to contribute any more. I will be working trade shows for the next several days.

botalvr · Jan 9, 2005

Didn't mean to be so sarcastic or jump your thread or opinion here in previous posts.
Your post just rubbed me the wrong way, and my dealer situation is still touchy with me.
Didn't mean to take it out on you, Neil.

I hope Kubota continues to be one of your easier to deal with companies, and may they listen to us all and improve their service to the dealers, which should hopefully trickle down to us poor customers.
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