ocaj11
Silver Member
- Joined
- Jun 17, 2004
- Messages
- 190
- Location
- Northeast Texas
- Tractor
- John Deere 5325 4wd, Kubota B7500 HST
Why would corporate Kioti give the customer this same advice? Wouldn't that make more sense than saying "not my problem"??
kioti warranty
- Thread starter headachers
- Start date
- Views: 17311
Batche33
Silver Member
Keeping it short
Kioti pays whatever the flat rate is
I'm sure the time allotted for repairs was figured under perfect circumstances, already knowing how the repair is to be done, parts at hand, tools ready to go, no business phone calls to answer, no customer coming by etc...
We put in for how long it took to complete - taking into consideration "interuptions"
Kioti pays what they pay and we eat the rest. Learning in case there is a next time.
We don't get rich here, but we like to keep our customers (or someone that's lost a dealer) happy.
Batchelders
Lebanon, Maine
www.batcheldersales.com
Kioti pays whatever the flat rate is
I'm sure the time allotted for repairs was figured under perfect circumstances, already knowing how the repair is to be done, parts at hand, tools ready to go, no business phone calls to answer, no customer coming by etc...
We put in for how long it took to complete - taking into consideration "interuptions"
Kioti pays what they pay and we eat the rest. Learning in case there is a next time.
We don't get rich here, but we like to keep our customers (or someone that's lost a dealer) happy.
Batchelders
Lebanon, Maine
www.batcheldersales.com
bluechip
Veteran Member
So many businesses will spend HUNDREDS even THOUSANDS of $$$ in advertising to attract a new customer, then run one off for something as little as $75.... I try to keep this in mind every time I make a decision on how to handle an unusual customer situation. In my area, customers are too few and far between. If I take a hit on something, in my own mind I just put it in my adverstising budget (no co-op though /forums/images/graemlins/mad.gif). In this case it would never have occured to me to try to squeeze the customer for extra time my guy tood doing his job. (I might think about sqeezing the mechanics check a bit, but only for a minute.
I was really amazed when I read the post this morning. First that a dealer would feel so independent to ask it, and second that customer's felt it so important to maintain the relationship with the dealer to consider taking it on the chin (or is that the other cheek, maybe not such a bad position after all!).
It must be nice (for the dealers) to operate in a market where customers line up at their door every morning...
I was really amazed when I read the post this morning. First that a dealer would feel so independent to ask it, and second that customer's felt it so important to maintain the relationship with the dealer to consider taking it on the chin (or is that the other cheek, maybe not such a bad position after all!).
It must be nice (for the dealers) to operate in a market where customers line up at their door every morning...
Mavrik02
Silver Member
<font color="blue"> ( The only thing I have left to say is.... This is not a problem for KIOTI) </font>
I agree with Wallace AND Dargo. The manufacturer has lived up to its financial agreement with regard to the warranty and that is great! However, like Dargo, I also feel good manufacturers manage their customers through their dealers. To me that means that the manufacturer SHOULD care about what happens between a dealer and a customer and should work to resolve small issues like this before they get out of hand. ocaj11 put it perfectly...the Kioti rep could have resolved it but now there is one confused customer and given the power of the internet many of Kioti's customers know about this one signle relatively insignificant event. If I was a boss at Kioti I would care.
I would also take note of the positive work their dealers are doing for them here. The Kioti dealer group that participates in this forum are some of the finest dealers of any kind around. Your professionalism may or may not benefit your dealerships personally (I know in my case it did) but as you make positive impressions on current and potential customers you may generate or keep business for Kioti and you may never know about it. In this way the dealer represents the manufacturer and in my book the manufacturer should care.
Now with all of this said I hope we have the facts correct and we haven't blown the situation out of control /forums/images/graemlins/grin.gif
I agree with Wallace AND Dargo. The manufacturer has lived up to its financial agreement with regard to the warranty and that is great! However, like Dargo, I also feel good manufacturers manage their customers through their dealers. To me that means that the manufacturer SHOULD care about what happens between a dealer and a customer and should work to resolve small issues like this before they get out of hand. ocaj11 put it perfectly...the Kioti rep could have resolved it but now there is one confused customer and given the power of the internet many of Kioti's customers know about this one signle relatively insignificant event. If I was a boss at Kioti I would care.
I would also take note of the positive work their dealers are doing for them here. The Kioti dealer group that participates in this forum are some of the finest dealers of any kind around. Your professionalism may or may not benefit your dealerships personally (I know in my case it did) but as you make positive impressions on current and potential customers you may generate or keep business for Kioti and you may never know about it. In this way the dealer represents the manufacturer and in my book the manufacturer should care.
Now with all of this said I hope we have the facts correct and we haven't blown the situation out of control /forums/images/graemlins/grin.gif
When I had an issue with my tractor, I thought a call to Kioti corporate would instantly sove the problem (local dealer would not warrant a tractor that he did not sell, although they also were $2500 higher on identical tractor). I was mistaken.
The customer service member that I talked to at Kioti was a nice person, acted in a professional manner, but also made the statement about it being my dealers problem.
Luckily for Kioti, the dealer really stepped up to the plate. My thought was that if I was that dealer, and I was that good, I would be looking for another manufacturer.
So I look at it from a different way, Kioti will have a hard time keeping good dealers if they keep telling customers that it is the dealers problem. Based on my experience, I would not want the job of Kioti dealer, and it seems like his dealer is figuring this out, as somehow he is out $75 on warranty work.
Bottom line is this- if it says Kioti on the side, it is Kioti's issue to figure out, whether it being a dealer that needs to be replaced, or doing a better job of standing behind their product in front of and to the customer.
The customer service member that I talked to at Kioti was a nice person, acted in a professional manner, but also made the statement about it being my dealers problem.
Luckily for Kioti, the dealer really stepped up to the plate. My thought was that if I was that dealer, and I was that good, I would be looking for another manufacturer.
So I look at it from a different way, Kioti will have a hard time keeping good dealers if they keep telling customers that it is the dealers problem. Based on my experience, I would not want the job of Kioti dealer, and it seems like his dealer is figuring this out, as somehow he is out $75 on warranty work.
Bottom line is this- if it says Kioti on the side, it is Kioti's issue to figure out, whether it being a dealer that needs to be replaced, or doing a better job of standing behind their product in front of and to the customer.
HODAK
Gold Member
Let's go back to the root of the problem here. The dealer.
Let's see how this whole thing plays out. Give everyone a chance to find a solution to this matter.
I really don't think KIOTI shoud pull a franchise from a dealer over 75.00 as some here have sort of suggested unless there is a pattern developing with this guy. It shouldn't be ignored either. If there is a pattern here, then nature will take it's course and the tractor owner will be traveling the 70 extra miles anyway.
How about a follow up from the original poster???
Let's see how this whole thing plays out. Give everyone a chance to find a solution to this matter.
I really don't think KIOTI shoud pull a franchise from a dealer over 75.00 as some here have sort of suggested unless there is a pattern developing with this guy. It shouldn't be ignored either. If there is a pattern here, then nature will take it's course and the tractor owner will be traveling the 70 extra miles anyway.
How about a follow up from the original poster???
OP
headachers
Member
Will contact Kioti & dealer mon. morning , sorry haven't been close to computer for several hrs. this retirement is keeping me way to busy,anyway will talk to kioti & dealer mon. morning & update. corp. rep. did inform me they have no franchise's just authorized dealers. thanks jim
bncsauve
Silver Member
Just an aside. If I was tractor shopping and trying to figure out which company to go with right now. I might have second thoughts about buying from a company where I may or may not be getting full warranty coverage depending on the kindness of my dealer. I think I would look elsewhere. I've read at least two members statements that stated Kioti's response has been tough luck take it up with your dealer. Seems like a less than stellar customer focus attitude to me.
VictorW
Veteran Member
I would have to agree with you if that is how Kioti is handling the whole warranty thing. I don't know about the tractor business other than what some member/dealers have posted. It would also depend on what the Kioti to dealership rules and policies are. I used to work in a Chev/GM dealership years ago. At that time, GM paid a certain amount, flat rate hours, for a particular warranty repair and diagnosis. To be fair with the dealers across the country, it was at that dealer's normal labor charge per hour. If I was slow in the diagnosis and repair, then I lost money along with the dealership which received a cut/percentage. If I was faster, then everybody was happy and a few dollars richer. So it pays to be knowledgeable in your job because GM would only pay a certain amount for warranty work and the dealer couldn't charge extra because the mechanic/technician was slow. Maybe Kioti doesn't have that agreement with their dealers. There seems to be more here that needs to be found out. GM had control over their dealers but maybe Kioti doesn't. Because in the end, it reflects on Kioti as bncsauve expressed.
wallace
Veteran Member, Approved Advertiser
</font><font color="blue" class="small">( Just an aside. If I was tractor shopping and trying to figure out which company to go with right now. I might have second thoughts about buying from a company where I may or may not be getting full warranty coverage depending on the kindness of my dealer. I think I would look elsewhere. I've read at least two members statements that stated Kioti's response has been tough luck take it up with your dealer. Seems like a less than stellar customer focus attitude to me. )</font>
Trust me Kioti does care it is just that the dealer is not being fair with the customer.
I am a dealer and have done several warranties on all the brands I sell and not once charged a customer over what I had got paid on the warranty.
Kioti has been a real stand up company when it comes to warranty as a matter in fact they have went above and beyond on a couple of occasions.
I am very proud to be a Kioti dealer and I will stand behind Kioti and any consumer that purchases a Kioti product regardless if I sold it or not.
Trust me Kioti does care it is just that the dealer is not being fair with the customer.
I am a dealer and have done several warranties on all the brands I sell and not once charged a customer over what I had got paid on the warranty.
Kioti has been a real stand up company when it comes to warranty as a matter in fact they have went above and beyond on a couple of occasions.
I am very proud to be a Kioti dealer and I will stand behind Kioti and any consumer that purchases a Kioti product regardless if I sold it or not.
ocaj11
Silver Member
- Joined
- Jun 17, 2004
- Messages
- 190
- Location
- Northeast Texas
- Tractor
- John Deere 5325 4wd, Kubota B7500 HST
Wallace,
You sound like a GREAT dealer and one I would be happy to purchase a tractor from. It would be nice if you were in extreme Southwest Arkansas/Northeast Texas. Not many Kioti dealers around this area.
You sound like a GREAT dealer and one I would be happy to purchase a tractor from. It would be nice if you were in extreme Southwest Arkansas/Northeast Texas. Not many Kioti dealers around this area.
depratt_equip
Platinum Member
Well put wallace... Glad there is someone who thinks as I do !!
Kioti has went well above and beyond for me on several issues before.... I can't say that for some other mfgs I deal with.
Kioti has went well above and beyond for me on several issues before.... I can't say that for some other mfgs I deal with.
MotorSeven
Elite Member
Headachers,
ok my 2 cents...
I think the dealer should correct the still leaking valve and eat the $75. It is my understanding that the current Kioti policy is that a machine under warranty can be fixed at ANY of their dealers. I would pay the $75 and tell the dealer that i would no longer do any business with him. I would then send a copy of the bill to Kioti Corp along with a letter from you. I think that if the right person at Kioti gets this info, Kioti will reprimand the dealer.
It's too bad that we don't have a Wallace and Depratt in our respective towns, because they know how to run a business! /forums/images/graemlins/smile.gif
ok my 2 cents...
I think the dealer should correct the still leaking valve and eat the $75. It is my understanding that the current Kioti policy is that a machine under warranty can be fixed at ANY of their dealers. I would pay the $75 and tell the dealer that i would no longer do any business with him. I would then send a copy of the bill to Kioti Corp along with a letter from you. I think that if the right person at Kioti gets this info, Kioti will reprimand the dealer.
It's too bad that we don't have a Wallace and Depratt in our respective towns, because they know how to run a business! /forums/images/graemlins/smile.gif
HODAK
Gold Member
It's too bad that we don't have a Wallace and Depratt in our respective towns, because they know how to run a business!
And..........the Wallaces are young /forums/images/graemlins/smile.gif. I think they will be around a long time. Nice folks.
And..........the Wallaces are young /forums/images/graemlins/smile.gif. I think they will be around a long time. Nice folks.
Batche33
Silver Member
Probably opening up a whole can of worms here but
what does the age (young or old) really have to do with the quality of a dealer?
The older dealers usually have more experience, while the younger have more energy. A positive combination, along with many others.
Most of the older dealers don't plan on croaking and leaving you high and dry.
There have been many a young person that has died well before their time. /forums/images/graemlins/frown.gif
Many dealers have younger people working with them learning the business, to take over when the time comes for them to step down.
Age is just a number
By the way why aren't you all out using these "toys"?
As Rick Wallace put it nicely, and I quote:
"Use it like you stole it from you neighbor while he was on vacation." /forums/images/graemlins/grin.gif tehehe
Just my opinion
Becky
at
Batchelders
Lebanon, Maine
gotta go, another load of tractors just arrived. CYA
what does the age (young or old) really have to do with the quality of a dealer?
The older dealers usually have more experience, while the younger have more energy. A positive combination, along with many others.
Most of the older dealers don't plan on croaking and leaving you high and dry.
There have been many a young person that has died well before their time. /forums/images/graemlins/frown.gif
Many dealers have younger people working with them learning the business, to take over when the time comes for them to step down.
Age is just a number
By the way why aren't you all out using these "toys"?
As Rick Wallace put it nicely, and I quote:
"Use it like you stole it from you neighbor while he was on vacation." /forums/images/graemlins/grin.gif tehehe
Just my opinion
Becky
at
Batchelders
Lebanon, Maine
gotta go, another load of tractors just arrived. CYA
depratt_equip
Platinum Member
</font><font color="blue" class="small">( Age is just a number )</font>
Oh how ture.... /forums/images/graemlins/smirk.gif
Oh how ture.... /forums/images/graemlins/smirk.gif
Kiohio
Platinum Member
Well said, and I agree completely and have had the same experience with Kioti.
AS usual you are much better with words than I....
Is your secretary posting?? LOL
I won't mention any here but some of the claims we have turned in, Kioti could have easily denied. If they had denied them, neither we nor customer would have had any reason to be upset.
Charging a customer for a warranty overage is bad customer relations and just plain WRONG.
KO
AS usual you are much better with words than I....
Is your secretary posting?? LOL
I won't mention any here but some of the claims we have turned in, Kioti could have easily denied. If they had denied them, neither we nor customer would have had any reason to be upset.
Charging a customer for a warranty overage is bad customer relations and just plain WRONG.
KO
HODAK
Gold Member
WOW.........please accept my apology. I just meant that they appear to be growing, (young with room to grow), and striving to please. I have dealings with older well established dealers also and sometimes the attitude is quite different. Not always, but sometimes. Again, I'm sorry if the age reference offended some.
The warranty is the warranty, and the customer should not have to pay when parts and labor are included in said warranty, period.
As many others have said, it is not Kioti's fault that this dealer is trying to gouge you for his/her not being able to manage diagnostic time correctly. A flat rate pay for repair is just that, and Kioti did their part in paying the flat rate stated in their agreement with the dealer.
If you decide to pay, which I wouldn't, I think you should make it clear that you are not interested in doing business with them any longer, because next time, the overcharge may be much more, and you will have a history of having been a sucker the first time.
My opinion is that this dealer is either too green to know he's doing something wrong, or he's doing it on purpose and hoping you won't realize that you shouldn't have to pay anything extra.
Of course, as has been pointed out, if you signed something saying you would pay anything beyond the manufacturer's flat rate, there's no question as to what you should do, pay it.
John
PS: If I had to drive 70 miles to get further repairs, I would. That's why I bought a trailer, so I can haul it when I need to.
John
As many others have said, it is not Kioti's fault that this dealer is trying to gouge you for his/her not being able to manage diagnostic time correctly. A flat rate pay for repair is just that, and Kioti did their part in paying the flat rate stated in their agreement with the dealer.
If you decide to pay, which I wouldn't, I think you should make it clear that you are not interested in doing business with them any longer, because next time, the overcharge may be much more, and you will have a history of having been a sucker the first time.
My opinion is that this dealer is either too green to know he's doing something wrong, or he's doing it on purpose and hoping you won't realize that you shouldn't have to pay anything extra.
Of course, as has been pointed out, if you signed something saying you would pay anything beyond the manufacturer's flat rate, there's no question as to what you should do, pay it.
John
PS: If I had to drive 70 miles to get further repairs, I would. That's why I bought a trailer, so I can haul it when I need to.
John
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