Would you pay extra to have hauling included for "free"?

[jaydee325]

My dealer stated that pick up and return for warranty would be half his normal transport charge. I thought this was very fair for the both of us.

 

[jlgurr]

To the OP... Are the complaining customers the ones who are buying the 'toy tractors' or the big commercial size tractors? Just curious...

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[DavesTractor]

Or what if the truck can drop off one tractor & pick up another on the same run? Who gets charged for that?

Can (will) the drivers log all these moves in sufficient detail so the back office people can track it? Do the back-office people have the time to track it?

Ok, good point. If you do some sort of program, someone has to track it all. That takes putting some processes in place and that has some costs of it's own.

 

[LD1]

Interesting debate.

IMO, you gotta charge what you gotta charge. And while it may not be the best answer, I'd take everything on a case by case basis. Because every situation is different. But either way, if your customers are making a fuss about this, it means they either didnt read the fine print (wasnt aware), or it was mentioned just in passing. I'd re-enforce this point at time of sale and I bet alot of your issues go away.

I personally dont want to pay extra for transportation. I want the rock bottom deal. I am also a mechanic. So I want a dealer I trust, and one that also trusts me. The only warranty issue I had was a tach cable that stopped working at 0.3hrs. Since I had just gotten the tractor (dropped off that same day actually), I didnt have a trailer. And thought it foolish to make the tractor take another 80mi round trip for a simple mechanical tach cable. Called the dealer, he had no issues mailing me one.

Obviously, other types arent going to be able to do that. And in this case, SAME DAY, and 0.3Hrs, I would expect a freebie ride back to the dealer. But if a few years and few hundred hours later, probably not.

Again, case by case. If its the customer who is in there every month buying $100's worth of goods, I'd do whatever keeps him happy.

IF its the guy who buys 1 tractor ever 15 years and is never heard of again except the rare problem, then I wouldnt feel bad charging. And its not that you are ripping him off. Rather you are giving your frequent shopper a break.

In a problem (like we hear on here from time to time) where the problem may be a one-of-a-kind, or really random, and the dealer is sure they have it fixed (but really cannot go run the tractor in the field for 10hrs to be sure) so they return the tractor. Next day customer calls with same issue. THAT should be on the dealer since shipping was covered once to fix the issue already. But the dealer didnt fix it.

I know this probably aint what you are looking for. But the truth is, everyone and every situation is different. So its hard to make it black and white. The MFG do. Black and white they aint paying to transport. And as a dealer, thats a good policy to follow (you gotta cover your costs). But there are those situations like I describe where as a dealer, you just SHOULDNT feel right charging. And in those cases, you shoudlnt

 

[George2615]

To answer the post title - NO I would not pay extra for hauling but only because I have my own trailer.
The loaner trailer you offer free use of is a very nice gesture. As mentioned, some folks don't have a trailer or even a truck to haul with. I don't think anyone should expect a dealer to pick up their tractor for free. Since I have my own trailer and whether under warranty or not I would expect to transport my tractor to the dealer for any issues that I couldn't figure out. A repair under warranty only costs me my time and fuel to get it to the dealer. The basic stuff I can do myself at the prescribed intervals but not all owners have those abilities. Should I have a breakdown where I couldn't get it to the dealer I would also expect to pay extra for a dealer to send a mechanic to my house to diagnose the problem.

 

[DavesTractor]

LD1, I agree there has to be exceptions to the rule. A tractor that is delivered and then will not start the next day requires a quick visit and there would be no mention of costs. Just apologies and a fixed tractor. Common sense needs to be a factor in all of this.

In summary, so far we have folks that suggest the following:
1) Including a minimal amount of warranty hauling in the purchase price, maybe one trip.
2) Offer to haul for warranty at half price for any covered warranty issues during the warranty period.
3) Come up with a program where people pay ahead, at a potentially discounted rate, for hauling. Sort of like roadside coverage for cars. Perhaps with some residual value if unused to apply to a new purchase, service, parts, etc.
4) Be extra clear in communication, post big signs in the sales office and a signed acknowledgement that customers know that hauling is not covered.
5) Include free pickup and delivery, but then give a discount to those that wish to decline that "free" service.
6) No free hauling, I'll do it myself and I want the rock bottom price. I have a trailer and a truck and I even turn some of my own wrenches.

Lets keep the discussion going.

 

[George2615]

I agree with your reply to LD1 (common sense) but that quick visit will cost you as the dealer for an operator error for someone who wasn't paying attention when you went over the tractor operation with the new owner and forgot how to start it.
Also agree with the summaries so far and all or any option choice would have to be made clear at time of purchase in writing.

 

[Gator6x4]

To the OP... Are the complaining customers the ones who are buying the 'toy tractors' or the big commercial size tractors? Just curious...

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Anything that can be transported on a roll back wrecker qualifies, if he sells the item. The big commercial units have to be transported on special rigs. I personally do not know of a dealer who owns one of the rigs. Most contract with a dozer mover for delivery after the sale. Delivery on such a unit far exceeds a pick up and delivery of $100.00.

The individuals complaining are the ones who in seeking the best deal purchased from a distant dealer and want the same customer support he provides to individuals who purchased directly from him. I paid more for the last unit I purchased from him than if I had purchased many miles away. Yes I shop out of town also. Service is what made me make the purchase. The dealer knew this and advised he had gave me the best price he could. I respect him enough to know he is honest and he has to make a profit on everything he sells to pay his overhead, employees and himself a living wage.

I had a small problem with the unit leaking a small amount of fluid at a transmission seal. He when I called wanted to know how serious the leak was. When I told him he asked if he could give me 3-4 quarts of hydraulic oil and I could top it off each time prior to use and this would give him time to clear out his shop.

Three weeks later he called late one night and advised he would pick up the unit the following morning. One week later he returned the unit. No further problem(s) since.

 

[Gator6x4]

LD1, I agree there has to be exceptions to the rule. A tractor that is delivered and then will not start the next day requires a quick visit and there would be no mention of costs. Just apologies and a fixed tractor. Common sense needs to be a factor in all of this.

In summary, so far we have folks that suggest the following:
1) Including a minimal amount of warranty hauling in the purchase price, maybe one trip.
2) Offer to haul for warranty at half price for any covered warranty issues during the warranty period.
3) Come up with a program where people pay ahead, at a potentially discounted rate, for hauling. Sort of like roadside coverage for cars. Perhaps with some residual value if unused to apply to a new purchase, service, parts, etc.
4) Be extra clear in communication, post big signs in the sales office and a signed acknowledgement that customers know that hauling is not covered.
5) Include free pickup and delivery, but then give a discount to those that wish to decline that "free" service.
6) No free hauling, I'll do it myself and I want the rock bottom price. I have a trailer and a truck and I even turn some of my own wrenches.

Lets keep the discussion going.

I think you about have it covered. One thing I would do is insure the purchaser gets a couple copies of the type of "pick up service" he Had negotiated with his purchase and would receive for warranty repairs and later. He/she would also be required to sign.

Memories have a tendency to rapidly fade after the sell and a problem occurs.

 

[newbury]

The loaner trailer is no charge, it is not a rental trailer. It is only to haul the tractor to and from our place, and not to also haul the neighbors Jeep to the shop. It's an honor system, and most tractor folks are very honest. It's a great community.

Many folks with a good income will consider the cost of a couple half days off work, fuel, etc., and gladly pay to have their tractor picked up. Some people put zero value on their time and equipment, perhaps they have a ton of free time, and wonder why it costs so much. We encourage those lucky folks to borrow the trailer. If nothing else it requires that they put a value on their time, fuel, etc. Once considered, $100 to get a tractor picked up is often a bargain.

I think $300 for 4 hours worth of time is a bargain!

Amazing how many replies so far, we must all be busy at "work" today :laughing:<snip>

Some of us are "busy being retired "

LD1, I agree there has to be exceptions to the rule. A tractor that is delivered and then will not start the next day requires a quick visit and there would be no mention of costs. Just apologies and a fixed tractor. Common sense needs to be a factor in all of this.

In summary, so far we have folks that suggest the following:
1) Including a minimal amount of warranty hauling in the purchase price, maybe one trip.
2) Offer to haul for warranty at half price for any covered warranty issues during the warranty period.
3) Come up with a program where people pay ahead, at a potentially discounted rate, for hauling. Sort of like roadside coverage for cars. Perhaps with some residual value if unused to apply to a new purchase, service, parts, etc.
4) Be extra clear in communication, post big signs in the sales office and a signed acknowledgement that customers know that hauling is not covered.
5) Include free pickup and delivery, but then give a discount to those that wish to decline that "free" service.
6) No free hauling, I'll do it myself and I want the rock bottom price. I have a trailer and a truck and I even turn some of my own wrenches.

Lets keep the discussion going.

I may have missed it - do you do free delivery? I was going to buy from Barlows and was ready to pay $500 for a 350 mile delivery (they probably delivered several tractors)

1) Maybe limit it to once during the first 50 hour service period (or whatever the first service period is on the tractor). Unless the problem is NOT fixed, then transport it until it is. For example the FEL leaks down quickly, you think you fixed it, it does it again, you haul it again.
2) Only after 1) had been used
3) This sounds complicated, do you have the data base to determine fair rates?
4) This should be done anyways, I've read to many complaints on here of people thinking they were taken advantage of by salespeople even when THEIR description shows they were not. Many people overlook rust, don't notice cracked tires, disregard the hours on the meter because they are in the throes of spending thousands of dollars. Little things like it costs about $2/mile to haul tractors get's ignored. Include in those "big signs" an estimated "zone" map of costs, this is for potential buyers. AND before the papers are signed provide an accurate estimate of what it would cost in normal traffic conditions to tow from where the tractor is expected to be to the dealership and back.
5) This seems to be difficult to be applied fairly.
6) This seems a little rough for those warranty problems that crop up quickly.