Blown Engine on the Box Store Tractor

[Wayne County Hose]

Try not to take this as mean sprited...just business. If I knew what you sold and where you sold it...I'd never darken your door. If I buy a JD down the street and come to you for service and you run me off, I would wonder how you would act if I did buy it there and had a problem?? Look down on me, talk down to me. Typically when you become a dealer of an item you agree to support that item. If you do a repair under warranty the OEM company will give you so much per hour of work. When I was in the business we did warranty work no matter who sold it. My work was just on the diesel engine, they were on all sorts of things. We got paid for parts and labor just like any other job...it was at a little less rate, part of the agrement with the OEM. I'm surprised the OEM still has you as a dealer if people have reported this problem.

Don't blame it on the free market system.

No offense taken. But honestly speaking, one thing the big box stores and the internet has done for us it taken away the "bottom feeders." What are these in the business world? The guy that comes in and doesn't want to spend a nickel on anything and complains about everything. These people aren't worth my time and I would rather shut my doors than depend on doing warranty work on stuff someone else sold. If you think I am alone in the business world on this one, you are SERIOUSLY mistaken, I guarantee that.
Also, I don't and have absolutely never talked down to or disrespected any customer at any time in my life. What I do is kindly explain the situation to them. Our policy is not to do warranty work on anything we don't sell. It's posted clearly in the customer area and not one of my customers has ever had a problem with it. There was a large store that used to say, "An educated consumer is our best customer." If you do the research and find that the place you are buying your products from will not stand behind them, why should I? I repeat, they will not stand behind what they sell, why should I stand behind what they sell?

 

[BloomingtonMike]

Wayne (I think that is your name from your member name),

A buddy brought a snowblower to a recommended shop for repair. He had been there earlier in the week and bought some parts as he was going to fix it himself.

They said they would take a look at it and give him a quote the next day. It was done for on a cost to fix vs. machine value perspective. Service rep was very nice. Called my friend back, asked him to stop by.

Explained what was wrong with the walkbehind snowblower. My buddy was happy with the dealer and the honesty about the job before handing it to him in a high cost repair bill.

Buddy bought a $1500 Toro walk behind from that guy on the spot as the dealer did not charge him for the analysis and also took all the previous purchased repair parts back and lowered the machine price accordingly. Also gave him a small trade in on the damaged machine for parts.

Had the dealer refused his business because it was not bought there he would have been out that sale. All it took was some time and attention. Do you just let those kind of customers walk out the door?????? Many of those customers are very wealthy and ready to buy.

 

[Wayne County Hose]

Wayne (I think that is your name from your member name),

A buddy brought a snowblower to a recommended shop for repair. He had been there earlier in the week and bought some parts as he was going to fix it himself.

They said they would take a look at it and give him a quote the next day. It was done for on a cost to fix vs. machine value perspective. Service rep was very nice. Called my friend back, asked him to stop by.

Explained what was wrong with the walkbehind snowblower. My buddy was happy with the dealer and the honesty about the job before handing it to him in a high cost repair bill.

Buddy bought a $1500 Toro walk behind from that guy on the spot as the dealer did not charge him for the analysis and also took all the previous purchased repair parts back and lowered the machine price accordingly. Also gave him a small trade in on the damaged machine for parts.

Had the dealer refused his business because it was not bought there he would have been out that sale. All it took was some time and attention. Do you just let those kind of customers walk out the door?????? Many of those customers are very wealthy and ready to buy.

This is by far the exception and not anything close to the rule. I do not, can not, and will not have the time, material, or resources to help all those that choose to shop elsewhere. Judging by the loyalty of my customers, their happiness, and their willingness to drive past 4 or 5 other shops to come to mine, I will not change a thing.

 

[Robert_in_NY]

Wayne (I think that is your name from your member name),

A buddy brought a snowblower to a recommended shop for repair. He had been there earlier in the week and bought some parts as he was going to fix it himself.

They said they would take a look at it and give him a quote the next day. It was done for on a cost to fix vs. machine value perspective. Service rep was very nice. Called my friend back, asked him to stop by.

Explained what was wrong with the walkbehind snowblower. My buddy was happy with the dealer and the honesty about the job before handing it to him in a high cost repair bill.

Buddy bought a $1500 Toro walk behind from that guy on the spot as the dealer did not charge him for the analysis and also took all the previous purchased repair parts back and lowered the machine price accordingly. Also gave him a small trade in on the damaged machine for parts.

Had the dealer refused his business because it was not bought there he would have been out that sale. All it took was some time and attention. Do you just let those kind of customers walk out the door?????? Many of those customers are very wealthy and ready to buy.

If you click on his profile you will see his name is Andy. I am going to assume his shop is in Wayne County, PA Wayne County, PA - Home:

 

[Wayne County Hose]

If you click on his profile you will see his name is Andy. I am going to assume his shop is in Wayne County, PA Wayne County, PA - Home:

You can call me Wayne. But it looks like I'm being called much worse, Andy.

 

[js5020]

I think the real problem here lies with the manufacturer,, why do I say that, well if the manufacturer had policy in place to ensure the dealer was fairly rembursed for his efforts, time and resources why would any dealer turn the work away,,,, in other words what I'm trying to say the manufacturer is trying to make the dealer pay all or part of the warranty, there was a time when dealers had the margin to do this, but that time is gone. If I read the original post correctly it had to do with an engine being out of warranty,,, out of warranty is just that OUT of warranty, now if it were out a week or a month well I could see someone going the "extra mile" but 7 months,,,,, come on.

 

[Robert_in_NY]

I think the real problem here lies with the manufacturer,, why do I say that, well if the manufacturer had policy in place to ensure the dealer was fairly rembursed for his efforts, time and resources why would any dealer turn the work away,,,, in other words what I'm trying to say the manufacturer is trying to make the dealer pay all or part of the warranty, there was a time when dealers had the margin to do this, but that time is gone. If I read the original post correctly it had to do with an engine being out of warranty,,, out of warranty is just that OUT of warranty, now if it were out a week or a month well I could see someone going the "extra mile" but 7 months,,,,, come on.

I agree, if Deere made things better for their dealers who have to supply HD and Lowes with tractors so that it made them money I am sure they would be happy with the box stores selling tractors. But when they have to hope to break even or make a very minor profit then I agree, it is Deere corp being greedy and causing problems with the true Deere dealers.

Don't the Deere dealers have to not only prep these machines but also deliver them to the box stores for the prep fee?

 

[RobJ]

No offense taken. But honestly speaking, one thing the big box stores and the internet has done for us it taken away the "bottom feeders." What are these in the business world? The guy that comes in and doesn't want to spend a nickel on anything and complains about everything. These people aren't worth my time and I would rather shut my doors than depend on doing warranty work on stuff someone else sold. If you think I am alone in the business world on this one, you are SERIOUSLY mistaken, I guarantee that.
Also, I don't and have absolutely never talked down to or disrespected any customer at any time in my life. What I do is kindly explain the situation to them. Our policy is not to do warranty work on anything we don't sell. It's posted clearly in the customer area and not one of my customers has ever had a problem with it. There was a large store that used to say, "An educated consumer is our best customer." If you do the research and find that the place you are buying your products from will not stand behind them, why should I? I repeat, they will not stand behind what they sell, why should I stand behind what they sell?

People mention the big box stores but in your comment above you say ANYONE. So this means another small business like yours. There are many cases where servicing a warranty projduct can only benefit you. Suppose I just moved into the area and have a problem. Suppose I'm not happy with the dealer where I bought the product and am looking for a new one.

And the hourly rate paid to my company to do warranty work was not pennies on the dollar. If we charged $50 then maybe they paid $40-$45. They didn't pay $20 and hour. Plus with regional manufactor service rep handy he could authorize additional hours for special situations. Overall we gained customers because they "found out about us" for parts and engine service. Especially parts sales.

Just seems poor customer service if I walk in with a problem and I get can't help you....read the sign!

 

[ToadHill]

In my opinion we've picked enough nits in this tread.

 

[ab5056]

Thank you all for your feedback, I agree and disagree on many different levels. As I stated early my ***** has to do with a well maintained engine only lasting 31 months. I assume JD feels the tractor should last longer than that since they offer financing well beyond this time frame.

To give you an update it turns out the dealer did not tear down the engine during their inspection process, they drew a conclusion by looking at the dipstick. As of the other day JD has instructed the dealer to tear dowm the engine and determine what is the cause. Looks like my brother and I are making progress. I hope to hear from JD this week with their findings...I will keep you posted.