Dealer Service...or not?

clarkmike · Feb 17, 2008

Hello everyone,

Mahindra needs to be careful in recruiting dealers to sell and service it's product. I'm new at this, but the differences between dealers in a two-day shopping trip were quite shocking.

I've previously visited a Mahindra dealer over 85 miles from my house as the owner was so helpful over the phone I just had to meet him and see his product. He still may get the sale if I go Mahindra.

I've been actively searching for a tractor for a few months now. My wife and I took a day off from work on Friday and spent the day in the car visiting all the Mahindra dealers within 50 miles of my residence.

The first dealer (50 miles from house) was a smaller shop that started in the lawn tractor industry. It was very much a mom and pop operation with limited inventory but very helpful and friendly people. The saleman spent quite a bit of time helping us determine our needs and see if the tractors we had in mind would work for us. He gave us a competative price on a tractor and we proceeded to the second dealer.

The second dealer (55 miles from house) was also very helpful. Like the first, he got his start in the lawn equipment business and expanded into Mahindra tractors. This gentleman was also very helpful in reviewing our needs versus the tractors we had in mind. He showed us a large selection of Mahindra products and explained all the features of each tractor. In the end, he gave us an even more competative price on the same tractor. We headed home to discuss our options.

The next day, we popped into a third dealer (30 miles from house) who had a Mahindra sign, but sells primarily John Deere. He spent most of his time telling us how much better John Deere is and how we should buy a specific green machine (more expensive/rebadged import). When we pressed him on a price for a Mahindra, he couldn't give us one on the tractor we want. We asked him if he would service a Mahindra product under warrenty we might purchase elseware, and he became a bit evasive. We left there very disappointed as we'd like to purchase a Mahindra, but trucking a tractor for warrenty work is very expensive.

We visited four dealers. The first three started outside the tractor business. The fourth is an established John Deere dealer. Based on my limited experience with dealers, the best ones are those without a brand name bias. The lawn equipment guys obviously love their product and spent a tremendous amount of time showing us features. The Deere/Mahindra dealer loves his green, but not the red.

No real question here, just an observation from a guy with cash in his pocket who wants to buy Mahindra. I need a great product AND a great dealer who is close by. This may push me in another direction for a similar tractor.

Have a great Sunday.

Mike

Gator6x4 · Feb 17, 2008

My thoughts: (BUY FROM THE DEALER YOU FEEL THE MOST COMFORTABLE WITH)

All vehicles I purchase, truck, car, tractor and lawn mowers are returned to the selling dealer for warranty repair work. The selling dealer is the one that made the profit from selling the unit. On tractors for some repairs I have had the dealer provide the defective parts and I swapped them out. This is something that needs to be discussed with the dealer at time of purchase. I have never presented a Ford vehicle at a Chevrolet dealership for warranty repairs and became upset because warranty repair work was not done. I did have a Cadillac repaired at a Chevrolet dealership one time. The Chevrolet dealership was the only GM facility within a reasonable distance and Cadillac called the dealership and arranged repairs. On tractors, so much could be left un-checked by a selling dealer and the "Nearest" dealer could be stuck with doing "Dealer Prep" on a unit that he did not sell. If I operated a agricultural equipment sales facility I would be very hesitant about doing warranty work on tractors sold at another dealer. I am a very strong beleiver in the dealer who sold the product should stand behind it or close his doors and not offer items for sale that could require warranty work.

I think Mahindra makes a good unit. In all likely hood warranty service will never be needed. If I purchased a Mahindra or any other tractor I would be prepared to return the unit to the selling dealer for warranty repair I don't think I would ask another dealer about providing warranty service. If the unit needed repair work after warranty I would take the unit to the dealer I felt the most comfortable with.

Coolnslo · Feb 17, 2008

Have you asked the Mahindra dealers if they pick up and deliver? Also, will they send a tech to you to do work at your place? My dealer is 60 miles and does both depending on what needs to be done. Of course there is a fee, but has been reasonable and well worth it to me.

DavesTractor · Feb 17, 2008

clarkmike said:
Hello everyone,

Mahindra needs to be careful in recruiting dealers to sell and service it's product. I'm new at this, but the differences between dealers in a two-day shopping trip were quite shocking....

The next day, we popped into a third dealer (30 miles from house) who had a Mahindra sign, but sells primarily John Deere. He spent most of his time telling us how much better John Deere is and how we should buy a specific green machine (more expensive/rebadged import). When we pressed him on a price for a Mahindra, he couldn't give us one on the tractor we want. We asked him if he would service a Mahindra product under warrenty we might purchase elseware, and he became a bit evasive. We left there very disappointed as we'd like to purchase a Mahindra, but trucking a tractor for warrenty work is very expensive.

Mike

Sometimes a major brand will take on Mahindra, Kioti, etc just to try to keep from competing against it. It takes Mahindra a little while to figure this out as the dealer will not be straighforward about it, then they part company. I'd skip the JD dealer in this case, unless you buy a JD.

clarkmike · Feb 17, 2008

Good afternoon,

Both of the helpful IL dealers I spoke with indicated they'd figure out some way to help me with warrenty work; either fix it in the field, send me a part, or in the worst case, truck it back to thier shop. This issue will probably play the final part in my tractor quest.

I'm disappointed with the JD/Mahindra dealer's business processes. I don't plan on spending my money at his establishment. I hope Mahindra finds a dealer in my area who truely wants to be a Mahindra dealer.

Thanks,
Mike

KennethBrown · Feb 18, 2008

I bought my tractor local too, maybe 50 miles. If I could do it again I would change dealers. I am thoroghly disappointed in my dealer. I never questioned anything other than where to sign my name. About 2 months later I realized I didn't even get a cap outta the deal. I've been back in several times for small purchases and get shrugged off or not attended to like I feel I should. I gave them $20,000 in about 30 minutes and got chitty service to go with it. Truth be told its as much my fault as theres. I was blinded by the pretty new tractors and had to have one.

michellesc7 · Feb 18, 2008

Mike
I had two very nice dealers within 60 miles. One was 55 miles and also a NH dealer and the other was about 40 miles who also sold an off brand blue tractor. The closer one had a shop but did alot of automotive work. He also had the larger inventory and sold most auxiliary equipment like trailers, economy bushhogs, etc. But he had basically an automotive shop. He price was $500 better than the other guy who sold NH. The guy that sold NH had a nice big tractor shop and alot of skid steer attachments.
I decided to go with the bigger dealer and pay $500 more - which was about 2% more on a $25K purchase. At time of purchase I negotiated him coming to pick up and deliver the tractor after the 50 hr warranty oil changeout work. He kept his promise. I also got a skid steer set of forks used at a good price and he came on his own to my house to install a tooth bar on my skid steer bucket. Now that is service. The other guy gave me a blank stare when I asked him about skid steer attachments.

You need to consider the dealer that has the best service and weigh in the other options like - what the dealer can do for you in the immediate life cycle of the tractor. I also don't have a truck & trailer big enough to haul my 6500. Believe me I needed the 6500.

Hope this helps you decide. Mahindra is a good product and I looked at all of them before I bought. Look at the value for your dollar.

Regards,
Michelle

coobie · Feb 18, 2008

clarkmike said:
Hello everyone,

Mahindra needs to be careful in recruiting dealers to sell and service it's product. I'm new at this, but the differences between dealers in a two-day shopping trip were quite shocking.

I've previously visited a Mahindra dealer over 85 miles from my house as the owner was so helpful over the phone I just had to meet him and see his product. He still may get the sale if I go Mahindra.

I've been actively searching for a tractor for a few months now. My wife and I took a day off from work on Friday and spent the day in the car visiting all the Mahindra dealers within 50 miles of my residence.

The first dealer (50 miles from house) was a smaller shop that started in the lawn tractor industry. It was very much a mom and pop operation with limited inventory but very helpful and friendly people. The saleman spent quite a bit of time helping us determine our needs and see if the tractors we had in mind would work for us. He gave us a competative price on a tractor and we proceeded to the second dealer.

The second dealer (55 miles from house) was also very helpful. Like the first, he got his start in the lawn equipment business and expanded into Mahindra tractors. This gentleman was also very helpful in reviewing our needs versus the tractors we had in mind. He showed us a large selection of Mahindra products and explained all the features of each tractor. In the end, he gave us an even more competative price on the same tractor. We headed home to discuss our options.

The next day, we popped into a third dealer (30 miles from house) who had a Mahindra sign, but sells primarily John Deere. He spent most of his time telling us how much better John Deere is and how we should buy a specific green machine (more expensive/rebadged import). When we pressed him on a price for a Mahindra, he couldn't give us one on the tractor we want. We asked him if he would service a Mahindra product under warrenty we might purchase elseware, and he became a bit evasive. We left there very disappointed as we'd like to purchase a Mahindra, but trucking a tractor for warrenty work is very expensive.

We visited four dealers. The first three started outside the tractor business. The fourth is an established John Deere dealer. Based on my limited experience with dealers, the best ones are those without a brand name bias. The lawn equipment guys obviously love their product and spent a tremendous amount of time showing us features. The Deere/Mahindra dealer loves his green, but not the red.

No real question here, just an observation from a guy with cash in his pocket who wants to buy Mahindra. I need a great product AND a great dealer who is close by. This may push me in another direction for a similar tractor.

Have a great Sunday.

Mike

I was going to buy a 2008 mahindra 4110 about two weeks ago.I had a conversation with my dealer in OH.who was very nice and informative.I had some questions with reguards of how much the ML112 loader would lift which he could not anwser.I called mahindra customer service and tech support in tomball texas.What a joke that was,they were VERY unprofessional in customer service and no one in tech support every anwsered my question on how much the loader could really lift.People were laughing and giggling in the back ground while trying to talk to tech support.I spoke with a girl named Brenda in customer support and she told me I should NEVER call mahindra with questions,I should have gone threw my dealer first.Here is my question,why is the 1-800 number on the back of your catalog if I cannot call it ?I think Mahindra builds a very nice tractor but there customer service and tech support is lacking.I ended up buying a Kioti DK 40se this last week.coobie

xlr82v2 · Feb 19, 2008

You got the "Tomball Tune"... Call your dealer before you call anyone else.

I got the same statement from Brenda the one time I talked to her on the phone, although she did politely help me with my question, whatever it was I don't remember anymore. And actually, she called me, in response to a post here on TBN!!

But I agree, why give out the customer service number if you're going to get reprimanded for calling it? Doesn't make much sense to me either, and it looks like it cost them a tractor sale.

I think they've probably played the "Tomball Tune" so many times now that it's just automatic, before they even try to find out why you're calling. There have been a few other members here on TBN that have complained about the "Tomball Tune" as well...

DavesTractor · Feb 19, 2008

coobie said:
I was going to buy a 2008 mahindra 4110 about two weeks ago.I had a conversation with my dealer in OH.who was very nice and informative.I had some questions with reguards of how much the ML112 loader would lift which he could not anwser.I called mahindra customer service and tech support in tomball texas.What a joke that was,they were VERY unprofessional in customer service and no one in tech support every anwsered my question on how much the loader could really lift.People were laughing and giggling in the back ground while trying to talk to tech support.I spoke with a girl named Brenda in customer support and she told me I should NEVER call mahindra with questions,I should have gone threw my dealer first.Here is my question,why is the 1-800 number on the back of your catalog if I cannot call it ?I think Mahindra builds a very nice tractor but there customer service and tech support is lacking.I ended up buying a Kioti DK 40se this last week.coobie

Odd your dealer could not answer such a simple question. It's in every brochure and on the website. 1972 lbs. I'd be concerned about a dealer that could not answer that question. As for Mahindra, it would have taken them less time to just answer the question. I think all OEM's try to get questions directed to the dealers, but they need to be careful how they do that. Brenda visits TBN, so she'll read this I am sure.