Local Kubota dealer not honoring warranty

[buckle97]

My brother in law had an issue today with his B2920. He has all of 20 hours on the clock so he plans to utilize his factory warranty to fix his tractor. He purchased this tractor while in Arkansas but he now lives in north Mississippi. He contacted his local Kubota dealer in Hernando, MS and the first question he was asked was where he purchased the tractor. My BIL told him in Arkansas and without any further questions the dealer told him he did not have to honor the Kubota warranty and therefore would not honor it in this case. Am I to believe that dealers expect a tractor owner to sell and re-purchase a new tractor each time they move if they are under the warranty period? I understand dealers being upset with "internet dealers" selling for less but what kind of business practice is this to turn away warranty work? We read a lot on TBN about having a good dealer-owner relationship but this seems to be a bad first impression from the dealer.

 

[Robert_in_NY]

I agree, is there any other Kubota dealers near the area? I guess he could take proof that he lived there to the dealer and show he bought from the local dealer but then moved shortly after. He shouldn't have to but it might help if he is in dire need of repair. Otherwise he can always trade it in on a Deere or whoever and hopefully have a better dealer for where he lives now.

 

[KennyG]

One option would be to call the regional distributor and make it clear he wants it picked up and fixed. I don't think you have to run all over to find a dealer that will take it.

 

[murphy1244]

If I could I'd drive that machine thru the front door..

 

[Robert_in_NY]

One option would be to call the regional distributor and make it clear he wants it picked up and fixed. I don't think you have to run all over to find a dealer that will take it.

I agree the owner shouldn't have to run all over but if the dealer is really acting this poorly would you want your tractor in there for work? I doubt it will be put in front of any of his "local" customers so it would most likely sit there for quite a while just to teach the OP's brother in law a lesson and when he finally gets it back you have to hope the dealer actually did fix the problem.

I would definitely call Kubota and report the dealers actions though and then move on to find a better dealer.

 

[buckle97]

I agree, is there any other Kubota dealers near the area?

The next closest dealer is 40 miles away which is actually closer than I thought it was. As far as I know he hasn't attempted to contact this dealer.

 

[buckle97]

One option would be to call the regional distributor and make it clear he wants it picked up and fixed.

I suggested my BIL call Kubota Corporate just to get a feel of the situation and apparently he wasn't able to get in touch with anyone due to the holiday today.

 

[buckle97]

I agree the owner shouldn't have to run all over but if the dealer is really acting this poorly would you want your tractor in there for work? I doubt it will be put in front of any of his "local" customers so it would most likely sit there for quite a while just to teach the OP's brother in law a lesson and when he finally gets it back you have to hope the dealer actually did fix the problem.

My BIL did mention a fear he has now that if he does get this dealer to take his tractor whether the problem will really get resolved or not.

 

[ccsial]

My BIL did mention a fear he has now that if he does get this dealer to take his tractor whether the problem will really get resolved or not.

I agree. I would not go there after that attitude. His heart won't be in doing a good job. I agree with Robert, report him and find another.

 

[JOHNTHOMAS]

I agree the owner shouldn't have to run all over but if the dealer is really acting this poorly would you want your tractor in there for work? I doubt it will be put in front of any of his "local" customers so it would most likely sit there for quite a while just to teach the OP's brother in law a lesson and when he finally gets it back you have to hope the dealer actually did fix the problem.

I would definitely call Kubota and report the dealers actions though and then move on to find a better dealer.

I agree. I would not go there after that attitude. His heart won't be in doing a good job. I agree with Robert, report him and find another.

Agree with these. I'd fear the service for a forced repair with a "stupid" dealer and quite obviously this is a stupid dealer. Dealers get paid for warranty service so it's stupid. All tractors eventually go off warranty and need work, would anyone take their tractor for service to this dealer then? I think/hope not! Did I say this is a stupid dealer? Also for sure let Kubota Corp know about this stupid dealer.

 

[creekbend]

Agree with these. I'd fear the service for a forced repair with a "stupid" dealer and quite obviously this is a stupid dealer. Dealers get paid for warranty service so it's stupid. All tractors eventually go off warranty and need work, would anyone take their tractor for service to this dealer then? I think/hope not! Did I say this is a stupid dealer? Also for sure let Kubota Corp know about this stupid dealer.

My thoughts exactly.

 

[dlauffenburger]

I was in the Navy and had the same issue with Kawasaki dealers for my motorcycle.

Over the years i have found that if you physically go to the dealer and explain your situation to the Service Manager so he knows that you are not a local that bypassed him on a sale they tend to change their attitude and take care of you from that point on.

When i had this issue with a local Kawa dealer in Texas i called the Kawa 1-800 number and talked to the regional rep, unfortunately according to Ma Kawa the local dealerships are privately owned so even though they are Kawa dealers Ma Kaw can not force them to take warranty work.

I would go talk to them in person and if they still resist, go find a better dealer.

 

[Ken45101]

I can understand a dealer who feels that someone bought out of state to save some money, especially on warranty work where they may not be making money, or even losing money on service work.

Although I've bought equipment from five different Kubota dealers, I tend to take the equipment back to the dealer I bought it from. Fortunately, I have had little need to do that.

Ken

 

[MyJoBota]

I am interested to know what "warrantry" work is required on the tractor and if this had a influence on the dealers statement.

 

[TripleR]

That is being really short sighted from a business stand point. A dealer needs to be thinking about promoting good relations for future business.

 

[buckle97]

I am interested to know what "warrantry" work is required on the tractor and if this had a influence on the dealers statement.

The dealer wasn't interested in talking about what may or may not be wrong with my BIL's tractor. FYI, we think we have diagnosed the problem as the voltage regulator on his B2920 but we are not sure.

 

[buckle97]

That is being really short sighted from a business stand point. A dealer needs to be thinking about promoting good relations for future business.

This was my first thought. Why would the dealer instantly want to turn away any business. If anyone were to ask my BIL about this dealer he would instantly have negative things to say about the dealer. If my BIL decides he needs another tractor, mower, etc. he wouldn't even think of going to this dealer to look around.

 

[Grandad4]

Over the years i have found that if you physically go to the dealer and explain your situation to the Service Manager so he knows that you are not a local that bypassed him on a sale they tend to change their attitude and take care of you from that point on.

I would go talk to them in person and if they still resist, go find a better dealer.

I'll second that. The dealer looks like a "mom and pop" outfit, and it sounds like he isn't the most helpful kind of guy, but the personal touch might be worth a try. Not defending the dealer's attitude, but considering the location (outskirts of Memphis, where TN, MS and AR all meet, major interstates in all directions), they may have had their bell rung a few times by itinerant "customers", so maybe they're more suspicious than is proper. Or, maybe he's just a butt-head your brother wouldn't want to do business with. By the way, as mentioned by MyJoBota, is there anything about the "warranty work" that would make the dealer wary?

The big city Memphis dealer is just up the interstate if the local guy is hopeless.

 

[tractchores]

Personally dealers that do that leave a very bad taste in my mouth and even if they were my local dealer and doing it to other people I would stop using them. I've had similar experiences with other products (boats) and at the end of the day its surprising how much extra effort I'm willing to put in to not give business to a dealer that doesn't treat customers right. If they're doing that sort of thing just imagine what other things they may be up to... I'd post the dealers name up here so others don't end up with problems.

 

[TripleR]

This was my first thought. Why would the dealer instantly want to turn away any business. If anyone were to ask my BIL about this dealer he would instantly have negative things to say about the dealer. If my BIL decides he needs another tractor, mower, etc. he wouldn't even think of going to this dealer to look around.

I began using the dealer I now use because of a recommendation from my wife's uncle even though there was another dealer a lot closer.

We have bought three tractors and some equipment from them and sent some business their way.