update on loader cracks

[rback33]

Batche33 left.... sort of...

Last I knew, Becky was still reading the forum, just not posting. I exchanged a few PM's with her, but this was right after the uproar of which she was the center of. Was really sad since she was doing all she could to help.

 

[RedRocker]

She should come back, no need to let a few run you off from the many.

 

[MrsTractor]

I would like to see her come back also..that way than I am not the only lady here to give you guys help whenever needed

 

[IslandTractor]

Well, apparently Kioti has not announced the KL120/130 loader repair program yet unless our TBN dealer friends are simply sitting on the news. That is disappointing. I called Kioti Customer Service on 9/28 and was told Kioti had a repair program in the works which would be announced to the dealers "within 2 months". See old thread on this: http://www.tractorbynet.com/forums/kioti-owning-operating/88304-update-kioti-kl120-130-crack.html

It is now December and we have not heard a peep about the repair program even though there has already been a loader redesign and new style loaders are reaching the dealers.

While it is disappointing not to have details of the promised repair program, what I am personally finding far more annoying is the continued idiotic silence from corporate Kioti on this matter. As best I can tell the sum total communication on the loader cracking issue from Kioti was a single fax sent to dealers about five or six months ago acknowledging the problem and stating they were working on a repair. I cannot think of a single reason to justify such pathetic lack of communication. It took a customer initiated phone call (from me) to learn that they had even developed a repair program that was due to be rolled out before the end of November. Perhaps there are some delays in manufacture or testing of the repair kits, fine, that is perfectly understandable but they should admit as much and give a new timeline. Even AirBus manages to do that.

I am aware that Kioti has been busy introducing new models this Fall but that is a really poor excuse for failing to take care of existing customers, especially when all that is required is a simple update to dealers on the repair program status. They apparently have not learned any lessons from their earlier lack of communications (I am referring to the period between Highbeam's first posts and the fax to dealers last Spring). I haven't followed the Kubota BX24 cracking fenders issue very closely but it does seem that Kubota at least has been communicating with the dealers in a timely fashion (I'm sure Neil will let us know just how prompt they were ). Though I love my tractor, I think this continued failure on corporate Kioti's part is indicative that Kioti is simply not operating as a 21st Century business that values it's customers.

I will call Kioti Customer Service again on Monday. It will be interested to hear what I am told this time.

 

[TBDonnelly]

Well, apparently Kioti has not announced the KL120/130 loader repair program yet unless our TBN dealer friends are simply sitting on the news.

Past history does indicate Kioti prefers to work through their dealers however, I highly doubt the dealers are sitting on any official news. I'm sure they would like to see this issue resolved as fast as we would like to see it resolved. As soon as the dealers have any Official word from Kioti, I'm sure they will share it with us.

It is now December and we have not heard a peep......

While it is disappointing not to have details of the promised repair program, what I am personally finding far more annoying is the continued idiotic silence from corporate Kioti on this matter.

Before going on a tirade (well, not really a tirade ), I would call Kioti first to see what they have to say...... I've witnessed how long it takes to roll out new products and the timeline seems to always be behind the original projections. I don't use my tractor on a daily basis so it's OK for me.....although I realize everyone's situation is unique.

Don

 

[IslandTractor]

Before going on a tirade (well, not really a tirade ), I would call Kioti first to see what they have to say

Hey, that was no tirade, that was just a firm and almost polite recital of the issues as I see them. The real tirade will come after I call again on Monday if I don't get a decent answer.

I agree with your points about products often taking longer than expected to make it to market. That was why I quoted the Airbus example(You think Kioti's got problems ). The issue is not so much the continued delay, what I am personally PO'd about is the lack of corporate communication either via the dealers (fine with me) or directly. One official fax in six months with no updates even when they miss their own timeline is poor communication and poor customer service in my book.

 

[PaPaGus]

I spoke to my Dealer a couple weeks ago and he claims not to have heard ANYTHING about the problem... SAY WHAT?????
I, like many visit this sight to look for news of the repair...IS that the way to do business...Does anyone think for a moment Ford, Chevy or Dodge worked this way. I THINK NOT

 

[TBDonnelly]

The issue is not so much the continued delay, what I am personally PO'd about is the lack of corporate communication either via the dealers (fine with me) or directly. One official fax in six months with no updates even when they miss their own timeline is poor communication and poor customer service in my book.

In this litigious society for which we live....(welcome to the 21st century)......Anything you say could be used against you in a court of law. It really is a double edged sword. I think when Kioti has 'the' definative response to share with us....they will. Yes....the sooner the better.

Don

 

[IslandTractor]

In this litigious society for which we live....(welcome to the 21st century)......Anything you say could be used against you in a court of law. It really is a double edged sword. I think when Kioti has 'the' definative response to share with us....they will. Yes....the sooner the better.

Don

Don, I disagree. This is not a product liability issue at all and no one is talking about law suits. No one has been injured and no loader has truly failed (yet). This is a customer service issue and a warranty issue. Kioti has already acknowledged the product design defect by redesigning the loader and by essentially promising a repair program for "legacy" loaders. However they have not kept people informed on the timeline for the repair program and have not clarified simple issues like "what happens if the cracks appear (or are detected) after the warranty runs out?" Clearly they could be feeding information to the dealers about the program even if the parts are not yet ready for shipping.

To me, the issue is not legal it is public relations and customer service. Kioti should be worried their reputation, not law suits.

 

[Dusty]

In this litigious society for which we live....(welcome to the 21st century)......Anything you say could be used against you in a court of law. It really is a double edged sword. I think when Kioti has 'the' definative response to share with us....they will. Yes....the sooner the better.

Don

You are absolutely correct about our litigious society, but on the other side of that coin, that litigious society that you mention could make up enough claims to move this to a class action law suit, where the real winners will be the lawyers and owners. I know it will only take a few to get the ball rolling, and then it is hard to stop. What will they do if all these owners demand that they buy back these machines? Whenever a defect becomes evident, it is in the companies best interest to become proactive rather than reactive. You can stop the train wreck if you put the brakes on soon enough, but once you are headed down the slippery slop toward legal action, it is very difficult to stop the impending train wreck that will result.
Dusty