Has anyone had terrible Yanmar/Dealer Support Experience?

[SixSpeed5]

Hey Guys,

Bear with me, I am frustrated, but genuinely trying to figure something out. I am trying to figure out if I have had isolated experiences or if this is a widespread issue. Every time I have needed after-sales support its just been an embarrassment. Whether its parts, or machine questions, service etc I just have had the WORST experiences. My local dealer who I bought the machine from parted ways with Yanmar, and I have a new lawn-mower dealer finally, but its even worse. Been trying to get an IN-STOCK part that has kept my machine down, closing in on 3 weeks now. It seems like 1 out of 10 people I speak with at Yanmar actually has any actual answers. Asking the dealer? Forget it.

 

[Jchonline]

I am sure there are good Yanmar dealers out there, just like any other. There are supply chain issues in many industries right now, so it is hard to tell what is due to the pandemic fallout or what is just bad support.

Do you have another source to get the part?

 

[SixSpeed5]

I am sure there are good Yanmar dealers out there, just like any other. There are supply chain issues in many industries right now, so it is hard to tell what is due to the pandemic fallout or what is just bad support.

Do you have another source to get the part?

None of my issues with the tractor seem to be COVID related. I run a shop and issues arising from that seem apparent to me, and that I understand completely.

I think I learned today that this local dealer is just terrible XXXXXXXXXXXX but the support I have received from Yanmar during this 2 1/2 week ordeal has been disappointing. I did speak to someone named Rodger in Yanmar Parts who was able to finally get me some actual information, and make a recommendation for another dealer. They are unfortunately closing in on a 3hr drive from me, but I can have parts dropped shipped and maybe service if it was something I couldn't do for some reason.

 

[tractorred]

None of my issues with the tractor seem to be COVID related. I run a shop and issues arising from that seem apparent to me, and that I understand completely.

I think I learned today that this local dealer is just terrible xxxxxxxxxxxxxx, but the support I have received from Yanmar during this 2 1/2 week ordeal has been disappointing. I did speak to someone named Rodger in Yanmar Parts who was able to finally get me some actual information, and make a recommendation for another dealer. They are unfortunately closing in on a 3hr drive from me, but I can have parts dropped shipped and maybe service if it was something I couldn't do for some reason.

SixSpeed, This is the direct line to the service manager, Rickey Walker, at Yanmar, call him, he should be able to help you out especially since your tractor is down because of it, what is the part you are waiting for ? Also I have talked to Roger before and he does a good job getting results, sometimes his hand do get tied, 770 - 877 - 7751

 

[SixSpeed5]

SixSpeed, This is the direct line to the service manager, Rickey Walker, at Yanmar, call him, he should be able to help you out especially since your tractor is down because of it, what is the part you are waiting for ? Also I have talked to Roger before and he does a good job getting results, sometimes his hand do get tied, 770 - 877 - 7751

Thanks for the info, I have had a hard time finding the right people to talk to. I am glad I found Roger, I think I would have driven to Adairsville and helped myself to the part by now if it wasn't for him.

Was just waiting on a door handle (not critical) and a loader control cable (mine snapped internally, seems premature to me, 250HR), was right in the middle of a construction project on the farm here and really need the loader. I could take the loader off, even though it would be a pain (maybe could control with pliers/rigging down on the hydraulic valve), then I could at least mow. Not mowing for 3 weeks in the summer here in FL is dangerous. I kept hearing different timelines from everyone though.

 

[DavidL61]

The dealer that I bought my Yanmar yt347 from was pretty responsive with resolving my issues until they stopped selling Yanmar. Had them replace the seat and rpm/travel speed switch while replacing the recalled control stick wire harness. Seemed like the dealer had no issue getting the parts, but that was like 2 years ago.

Found another dealer near me that is working with Yanmar on my Regen issue. They seem to have more knowledge about Yanmar tractors then the last dealer.

So for I have no complaints with the dealers, but they are basically at the mercy of Yanmar.

 

[blacktruck]

Hey Guys,

Bear with me, I am frustrated, but genuinely trying to figure something out. I am trying to figure out if I have had isolated experiences or if this is a widespread issue. Every time I have needed after-sales support its just been an embarrassment. Whether its parts, or machine questions, service etc I just have had the WORST experiences. My local dealer who I bought the machine from parted ways with Yanmar, and I have a new lawn-mower dealer finally, but its even worse. Been trying to get an IN-STOCK part that has kept my machine down, closing in on 3 weeks now. It seems like 1 out of 10 people I speak with at Yanmar actually has any actual answers. Asking the dealer? Forget it.

Hmm, similar story here. My disclaimer is the dealer I am referring to is in my home state and not my present location.
A few years ago I had an aggravating but not serious problem with my SC2450 (Cub Cadet/Yanmar). The original dealer I purchased it from went out of business a few years after I bought it . I actually liked those guys. They knew the tractors and were personable folks. Fast forward to the incident mentioned above. I called the local Yanmar dealer. They sell Yanmar tractors as a sideline to other products. I was away when my tractor was taken there. I was pretty sure I knew what the problem was but I just was not there. The dealer had it for almost three weeks and could not isolate the problem. In their defense, they only charged a couple hours labor but did not have a definitive answer to why it would shut off abruptly when being used. I had my SIL order or attempt to order the part from the dealer that I thought would fix it. No luck. Couldn't get one and didn't know where to look for it. I then the SIL go on Ebay and buy one there. I am not a fan of doing it that way but it worked. No problems in another 50-60 hours so far. I was not impressed with the local dealer in any way. I really like the tractor but the dealership is a little weak to me.

 

[SixSpeed5]

Well today I called my dealer (Since Yanmar says it was delivered on Monday) and they said the parts weren't there, and they said the tracking shows it only SHIPPED today (Thursday). Not sure why I even am bothering with this anymore. Just ******** information from both sources. This has been the process for weeks. I have probably 8 hours in phone calls invested at this point.

Anyone interested in a very well cared for YT359C, 250hours? I'm serious, won't own a machine that causes this much frustration. Looked at some nice Kubota M4's and John Deere 5 Series.

John Deere cares more about getting me service on a 30 year old piece of equipment than Yanmar ever will.

 

[blacktruck]

Well today I called my dealer (Since Yanmar says it was delivered on Monday) and they said the parts weren't there, and they said the tracking shows it only SHIPPED today (Thursday). Not sure why I even am bothering with this anymore. Just ******** information from both sources. This has been the process for weeks. I have probably 8 hours in phone calls invested at this point.

Anyone interested in a very well cared for YT359C, 250hours? I'm serious, won't own a machine that causes this much frustration. Looked at some nice Kubota M4's and John Deere 5 Series.

John Deere cares more about getting me service on a 30 year old piece of equipment than Yanmar ever will.

Precisely.
They build a good tractor and have supplied parts for so many manufacturers over the years so I believe the quality is good for those also. That said, all things mechanical will break at some point even on the most expensive piece of equipment. The corporate response makes a lot of difference in the outcome of a broken machine. This also applies to the local dealers. They are the face of the company whether they like it or not. It is not a crime to not have an answer to a question, being honest with the customer goes a long way in making a situation better. I like the Yanmar tractors but at this time, do not see me getting another one of their products for that reason. Customer service seems to be lacking from the company to the local dealers I have experienced in my area.

 

[SixSpeed5]

Precisely.
They build a good tractor and have supplied parts for so many manufacturers over the years so I believe the quality is good for those also. That said, all things mechanical will break at some point even on the most expensive piece of equipment. The corporate response makes a lot of difference in the outcome of a broken machine. This also applies to the local dealers. They are the face of the company whether they like it or not. It is not a crime to not have an answer to a question, being honest with the customer goes a long way in making a situation better. I like the Yanmar tractors but at this time, do not see me getting another one of their products for that reason. Customer service seems to be lacking from the company to the local dealers I have experienced in my area.

Well said.


I did get my parts today. I had to make the 45 minute drive down there (Friday)and literally help them look for the parts. They were there, I think, since Monday.

The parts guys were polite, but definitely not trained with Yanmar (and they admitted that) and made several errors during the whole ordeal.

The owner/manager though, wow. I asked if I could talk to him about my experience (exact words) and he got all fired up immediately and said he wouldn't spend one minute talking to me about it and literally closed the door on me. Don't be mad at me because you can't do your job....

Not sure how Yanmar picks these places. Just a lawn mower shop. They have been a dealer for over a year, no tractors on the lot. They have only sold one tractor and obviously, had no parts ordering experience prior to my purchases. Tractor was down for 3 full weeks.

At this point I am out of local dealers, and will be putting the machine up for sale. A product is only as good as its dealer.