Kubota Warranty Appeal/Review Procedure

[SDT]

Does anyone know the procedure to appeal the denial of a Kubota warranty claim?

Issue is complicated and lengthy so will not try to explain details here but certainly something that Kubota would not deny if all of the details and the sequence of events were known by a person having the authority to reevaluate the situation. Need to speak with a person rather than a computer.

SDT

 

[djefferis]

Got a copy of the warranty - should be explained in their under your rights - guessing it痴 a mandatory arbitration (most are)

What leads you to state this decision was made by a program? Typically the servicer (dealer) diagnoses issue and reports findings to warranty provider who decides if it is covered. So a person (repair facility) looked at it and reported to another person (warranty admin rep) who denies or approves (or refers to a higher up) - if the dealer/servicer disagrees they often can also request a review.

As servicer - they have every reason to argue for coverage if owed in their opinion, as they make nothing on denials and only get paid for work approved.

 

[SDT]

Got a copy of the warranty - should be explained in their under your rights - guessing itç—´ a mandatory arbitration (most are)

What leads you to state this decision was made by a program? Typically the servicer (dealer) diagnoses issue and reports findings to warranty provider who decides if it is covered. So a person (repair facility) looked at it and reported to another person (warranty admin rep) who denies or approves (or refers to a higher up) - if the dealer/servicer disagrees they often can also request a review.

As servicer - they have every reason to argue for coverage if owed in their opinion, as they make nothing on denials and only get paid for work approved.

The denial was made by the Kubota service representative. I did not state that it was made by a computer but do not wish to type into a website in response. Wish to speak to a person in authority so as to escalate beyond service rep..

SDT

 

[coobie]

Does anyone know the procedure to appeal the denial of a Kubota warranty claim?

Issue is complicated and lengthy so will not try to explain details here but certainly something that Kubota would not deny if all of the details and the sequence of events were known by a person having the authority to reevaluate the situation. Need to speak with a person rather than a computer.

SDT

You might get a better answer in the Kubota tractor section on this site..

 

[djefferis]

As mentioned - read the warranty, that is your roadmap for any "appeals" process.

It sounds as if your hope is to call them, demand a supervisor and convince them via phone that they made the wrong decision and get them agree to a repair and admit a mistake, or grant this as a customer service. In my experience - slim chance this tact would work - no benefit in the company reversing their decisions made by their first level reps. They are going to want evidence to support your statement in writing.

If you wish to appeal - they will remind you of the process in place - and you typically are not allowed to present "verbal evidence" - you simply write your case and submit with any evidence to the arbitrator - who considers all submitted evidence and makes a decision. This ensures a fair opportunity for consideration and eliminates the human element of the case - its just evidence speaking for itself.

As mentioned in your other thread - dealer MAY have a contact person - but that is typically a sales contact, not someone with authority to change a warranty decision. That person MAY have contact further up the warranty chain - but I suspect if the dealer felt this was a wrong call, they would have provided that info already or made that person aware. Since there is nothing here to show what happened - no way to make a reasonable call on who is right/wrong - so no way for anyone to make that call. All I can do is give you the info on the process and wish you luck. If its a legit complaint the selling/servicing dealer should be getting involved - if they dont agree, they simply are in that awkward position of an angry customer and a claim they know would be denied - so they may gracefully bow out and say call the company. Its not a Kubota issue solely - every company deals with these complaints.

 

[RandyT]

In the small engine business we call this a disputed claim. Dealer has looked at it, contacted their field service rep, and they have denied the claim.From there evidence will be sent to the company, either by pictures of the failed items, and associated parts, or the company may request that the failed parts be sent to them.

Be aware that this procedure may require a refundable deposit from you from the dealer. if the company approves the claim you get your deposit back, and if they don't that deposit is the payment to the dealer for his time and money. This is due to the fact it takes time and sometimes money if they require the failed parts be shipped, because if the company denies the claim the dealer doesn't get paid. You can also go ahead and pay to have the repairs performed while this is proceeding, and if Kubota approved the claim then the dealer can refund your repair cost.