BX warranty problems with dealer

SBD · Jul 12, 2008

Has anybody ever had problems with their dealer being non-responsive when calling about minor warranty work? I have called the service manager and left 2 messages and talked to him once but he refuses to return my call. I have given him 2 or 3 days in between calls but he won't respond. I have been very polite with him so far.

I am guessing that he is ticked off over my less than grand survey that Kubota sent me after I bought my BX. I didn't stab them in the back but I wasn't happy as a clam either over the buying experience. They never told me the tractor had 13 hours on it and the first time I had a warrenty issue (the tractor moving backwards by itself when in gear) they tried to tell me it was a lubrication issue that should not be covered under warranty. Heck, I only had about 50 hours on it at the time.

My 2 warranty issues are minor. I have a top link that is not working right and am inquiring about the Seat replacement program.

I guess I can contact the other Kobota dealer in town but I wanted to know if there was some recourse through Kubota for being treated like something other than a customer who bought a very expensive tractor.

Bird · Jul 12, 2008

I once had a problem with a dealer and a letter to their headquarters in California, with a copy to the Better Business Bureau, brought a pretty prompt response and complete resolution of the problem.

Jimbrown · Jul 12, 2008

Just out of curosity how can a top link not work right?

SBD · Jul 12, 2008

The top link has a slight bend to one end. This makes it difficult to adjust.

The Gardener · Jul 12, 2008

I guess I can contact the other Kobota dealer in town

That would be my inclination. It is likely that other needs will surface down the road, and I am not seeing any reason to expect your relationship with this manager is going to improve. Part of service is feeling confident that your tractor is being left in good hands when you drop it off. I'd always be a bit suspect of someone once I had this type of history.

Our loudest voice is where we spend our next dollar.

:The Gardener

Skyco · Jul 12, 2008

Does Kubota let the dealer know who submitted a poor survey response? I would hope not. Of course some surveys might be correlated with a particular buyer if there is an "essay" portion, I don't remember ever getting a survey after I bought my BX24, if I did I didn't turn it in.

rdsaustintx · Jul 12, 2008

I've gotten a survey every time my tractor has been to the dealer. The dealer is great, I slam Kubota on stuff like the air cleaner bracket and parts pricing.

YOU bent your top link, warranty could go either way on that one. I have bent two, never occurred to me to ask dealer to replace. Kubota top links are ridiculously expensive. Aftermarket ones are cheap, but hard to find for the BX. Search here and you can find 'em.

You are a little late for the seat replacement program. I got one from Carver equipment (after they announced it here) for $40 or so. It's worth every penny.

Jason537 · Jul 12, 2008

Dealers do not know what customers do the survey, as for the 13hrs,.. why would you not look at the hourmeter when you purchased it? Take note of the serial number,.. it is put on the BOS.

As far as I know, hours also have no impact on the warranty time,.. its from date of purchase or built up hours after delivery. So if you have warranty up too 500hrs,. you will get 513hrs or date whichever comes first.

Also maybe the dealer is tending to long standing customers,.. believe it or not,.. there is a line and you just have to wait for your turn.

RayCo · Jul 13, 2008

Jason537 said:
Also maybe the dealer is tending to long standing customers,.. believe it or not,.. there is a line and you just have to wait for your turn.

If the length of the line is the cause of the non-response, they're not properly staffed for the demand on their services.

Jason537 · Jul 13, 2008

RayCo said:
If the length of the line is the cause of the non-response, they're not properly staffed for the demand on their services.

If it is like my shop then yes,.. we have room for about 3 more mechanics and 2 parts people and sell more than we can service,.. But we also run the full AGCO line, including Challenger, tillage equipment as well as seeding.

If people have money and want to spend it,.. we aren't going to turn them away,.. no business would profit with that business plan.

On a side note,.. the service manager should if possible be returning phone calls,.. after all a happy customer is a returning customer. If it does tend to become a problem, the OP could get in touch with the area service rep and ask for some advice,.. but you also do not want to make bad with the seller,.. both sides need to come up with a solution,.. even if one has to give more than the other.

jmarotz · Jul 13, 2008

I had been talking to the salesman I bought my tractor from for several months and was getting nothing done, well to make a long story short he found another job so I talked with a new salesperson and within 2 weeks they had everything done under warranty. What a difference. As dealers go they went from the bottom of my list to the top of business I like doing business with.

SBD · Jul 13, 2008

My salesman no longer works at this dealership either or I'm sure he would have all this fixed by now.

I wonder how the chain of command works at a dealership? I need to at least let someone know that when I upgrade to a larger tractor with backhoe in a year or so I will not be buying it from them due to their service deparetment blowing me off. This is the second time the service mgr has never called me back after multiple calls. The first time was about 8 months ago for something else. That time, I had to keep calling and calling until I finally tricked him into answering the phone.

Does anybody know how I can find the Kubota area representative that a dealer works with? I wonder if I could call him direct? I understand that is who the dealer calls to see if an item is covered under warranty.

Jason537 · Jul 13, 2008

You can call either head office in the USA or Canada and they will let you know who the rep is for your particular area,.. where are you located by the way?

SBD · Jul 13, 2008

SW Idaho

Ob1kubota · Jul 13, 2008

" am guessing that he is ticked off over my less than grand survey that Kubota sent me after I bought my BX. I didn't stab them in the back but I wasn't happy as a clam either over the buying experience. They never told me the tractor had 13 hours on it and the first time I had a warrenty issue (the tractor moving backwards by itself when in gear) they tried to tell me it was a lubrication issue that should not be covered under warranty. Heck, I only had about 50 hours on it at the time. "

Adjustment are not considered a warrantable failure after ninty days or fifty hours which ever occurs first. Just like an automobile for instance, a manual clutch is a wear item and therefore needs adjusted when the "free play" in your petal exceeds an allowable limit. Your Service Manager needs to step up to the plate and converse with you on the neutral motion issue with your tractor. It an easy adjustment but will require your tractor to be raised off the ground and a wheel removed for access to the adjustment screw and nut cam. Don't sweat the small stuff there are plenty of members on this site the can create a " cook book recipe " to help you set your hydrostat to a neutral petal at idle. It's not worth your time to pick a fight you can't win. I've taken delivery of 10 new Kubota's in the last eight years and not one was perfect except the one I bought in a crate and assembled myself. Each time I complained to Kubota it made it's way back to the Dealer because the District Service for Kubota was so stressed with terrority and work load he had to relay on the souce of the problem " the Dealer ". Now here's what most buyer's aren't aware of ..... honey attracts bees and vinegar is for potato chips, you Dealer can approach the Kubota Service Rep or Service Engineer for a policy adjustment for your BX simply because you have legal rights taking delivery on a new tractor with 13 hours on it ( sounds like a demo to me ). It will be a one shot deal so get all your complaints ready and hit your Service Manager with a box of donuts ( it works just like COPS ) sent it to the shop so all the mechanics' start drooling at both corners of their mouths and your Service Manager will find the time to call you. Try it, it works for I am a Service Manager and know when my guys start standing around asking " who sent the donuts? " getthe attention of the Service Director or the Principle Owner at a small Dealership, and the phone calls start!

ultrarunner · Jul 14, 2008

Ob1kubota said:
" It will be a one shot deal so get all your complaints ready and hit your Service Manager with a box of donuts ( it works just like COPS ) sent it to the shop so all the mechanics' start drooling at both corners of their mouths and your Service Manager will find the time to call you. Try it, it works for I am a Service Manager and know when my guys start standing around asking " who sent the donuts? "

I can second the Donuts or Starbucks... works great and doesn't cost much...

MessickFarmEqu · Jul 14, 2008

Jason537 said:
Dealers do not know what customers do the survey

Yes we do.

SBD · Jul 14, 2008

Thanks all. I appreciate the input. I finally got through to the service manager today and pinned him down. The top link is not covered under warranty and the BX seat replacement is apparently too late for me. Shucks.

The dealer had a replacement top link for about $190. I just bought one off of Ebay the same size for about $25 including shipping. I'm sure it will hold up just fine if I just pay attention when backing up with the mower!!