Local Kubota dealer not honoring warranty

[keyman1808]

I'm glad messicks answered. I really wanted to know if they could just flat out refuse the job. And the ensuing answer explains why. Thanks for taking the time

 

[jimbo64]

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.

this doesn't give me a warm and fuzzy feeling- i bought my kubota from a relative so i guess no dealer will honor any warranties -right- i always thought that companies reimbursed dealers for warranty work since problem is not caused by dealer or customer but by product, upon reading this i would draw the conclusion that warranties are not worth the paper they are writen on and companies do not stand behind their product. Conclusion is buy what you want, scrap company company claims, find a good local mechanic-not necessarily a dealer and go from there- im really disillusioned after reading this thread- prob won't be buying anymore orange for around here-------sorry

 

[Willl]

anymore orange

I'll bet it's all colors, even my fav green.

 

[Ken45101]

Conclusion is buy what you want, scrap company company claims, find a good local mechanic-not necessarily a dealer and go from there- im really disillusioned after reading this thread-

Generally the first recommendation is to find a good dealer. Don't buy just on price alone, be willing to support a decent dealer even if it costs a little more. Kubota has a number of good dealers around here. OTOH, the only green dealer....well, they aren't really interested in my business. They are more interested in $200,000+ purchases. I had to go 90 miles to find a decent Deere dealer for my skid steer.

If you are cutthroat on your buying habits, don't be surprised if you end up with a cutthroat dealer.

Ken

 

[MHarryE]

Ag machinery and construction machinery does not follow the same rules car companies are required to follow. I don't know how Kubota works specifically, but I know some companies contracts specify the company will supply warranty parts but dealers supply warranty labor except for special programs. Even then warranty labor will usually be negotiated at lower than retail labor. Might be the case in this Mississippi dealership, at least there is an indication from Messicks. That was a major decision as to where I bought my tractor - where I was going to go for service. Now we are dealing with 2 dealers on a new John Deere loader tractor to replace our 6210. We have dealt with both, and found both to give the same excellent service so the business in this case will go to the one that comes up with the better deal.

 

[qstott]

Having worked in a car and truck dealership for 37+ years, I find this outrageous. Yeah, warranty work doesn't pay as well as customer pay, but, work is work. Everyone seems to be concerned about work being slow, business being off,etc. Would a dealer rather have a tech working on a job that pays something, or doing nothing waiting for a better paying job. It is good to have the understanding that the manufacturer is offering the warranty and not the dealer. However, As a franchised dealer we cannot refuse warranty work if the customer is more than 50 miles away from his selling dealer. And, as stated, even though we are very careful with "visiting" owners, we do have to make sure the customers that spent their hard earned money buying vehicles from us have first priority.

With some brands, the selling dealer may have some funds that allow them to assist a customer when the problem may be a questionable warranty repair. (water in fuel is a poor example). Those funds are very limited, and I can assure you most dealers will only use that money on their own customer.

Even if we could refuse warranty service, It just wouldn't make any sense. How does a business gain new customers? Advertising (expensive), word of mouth (free), or having customers that are treated fairly (again generally free), that were customers at another dealership.

I can tell you that customers that are treated fairly, and with understanding of their problem, will usually become cusomers for life. TRUST is what it is all about. If our customers trust what we do, at a fair price, and what we tell them, everyone is happy. If you once set off a customers BS detector (and you all know what I mean), it's all down hill from there. We have customers that drive 40 to 75 miles right past another dealer with the same brand to come to us, because they trust us. That trust has to be earned. You can't earn it by telling someone "We will fix it, you pay us, and try to get your money back from the dealer that sold it".

I'm not bashing the tract0r dealers at all here. I'm just saying the manufacturer should support the dealers by paying them to perform warranty work, and the dealer should do the warranty work if he gets paid for it.

If the manufacturer states there is a warranty, but dealers are not required to do the work, what good is the warranty? What do you have to do? Send it back to the factory? Man! I'm for once, glad I'm in the car business.

 

[ultrarunner]

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.

They may not be able to Force in the conventional sense... they can pull the Franchise and Ford's threat to do that to a Dealer quickly brought the Dealer into line...

Also, depending on your State... there may be very strong Consumer Protection Statutes on the Books... whereby the Manufacturer is forced to participate... such as California.

Note... these are consumer protections... they do not normally apply to items used in business.

 

[ultrarunner]

Generally the first recommendation is to find a good dealer. Don't buy just on price alone, be willing to support a decent dealer even if it costs a little more. Kubota has a number of good dealers around here. OTOH, the only green dealer....well, they aren't really interested in my business. They are more interested in $200,000+ purchases. I had to go 90 miles to find a decent Deere dealer for my skid steer.

If you are cutthroat on your buying habits, don't be surprised if you end up with a cutthroat dealer.

Ken

This doesn't always pan out either...

There were several Kubota Dealers in my county and the two adjoining one... now there are none.

 

[jcummins]

What is going on with all these ******* when referencing the machine in question? Is that some kind of censorship?

 

[Mr. Ace]

It is disturbing, but sadly not surprising, that Kubota owners are being hosed for committing the "crime" of trying to get warranty service from a "foreign" dealership. If the Kubota dealerships have every legal right to refuse warranty claims if the machine was purchased elsewhere, and have no other incentive to perform the service, then this abomination is squarely on corporate Kubota.

Just as sad, is how the tranquilized populace is so accepting of being perpetual victims of global corporatocracy and tyranny.

 

[Code54]

Wow- I hate to hear that. I bought my tractor out of state because my local dealer did not have it in stock and could not get one for the price I was offered (it was a left over). I told him about my current deal up front and he told me, I should get it, the deal was fair and he wished he had one because he would also do the deal if he could. (If he was close on price I would have bought it there) I am trying to get everything in our lives setup so I can retire down the road so saving some money is very important to our family, but, now that I have the tractor every part, fluid, or Kubota thing I need I go to him. I have sent some friends there for little things (implements and such) and I have another friend that may go look at buying a piece of larger used equipment from him. Why - because he was upfront, honest, and understanding. Sure he did get to sell the tractor but he is going to make sales in the future and I always tell everyone what a good dealer/guy he is. It is disappointing more dealers are not this way and do not have the forthought to see what will happen when they treat customers poorly like your dealer did.

 

[grsthegreat]

A factory warranty is a factory warranty. I can take my ford to any dealership and they will honor any outer Ford's warranty.

This dealership you took it to is a fool. Even if you dont plan on using them in the future, id contact the Kubota area rep and report your issues.

They may put a burr under his butt.

 

[Herkypilot]

I purchased mine out of state because it was a leftover from the year before and was a smoking deal. I had to transport it about 200 miles to get it home. I noticed when I got it home, I had a rear axle seal leak. I called up a local dealer and discussed my predicament with the service department. They took care of it and I also had them fill my tires. I also ended up buying a gallon of Super UDT2 to top off the front axle and a few other bits. I'm thankful the dealership took care of me and I had no problem buying a few things from them in appreciation.
This is a much better way for a dealership to handle something like this as it will generally pay dividends in the long run.

HP

 

[grsthegreat]

Im just wondering, how many people have ever been asked by an automobile repair facility "where did you buy this rig"

 

[ultrarunner]

Im just wondering, how many people have ever been asked by an automobile repair facility "where did you buy this rig"

The local Ford Dealer in San Leandro California started doing this when Internet sales were just taking off...

The Dealer of 45 years is no more... just a vacant lot.

It didn't happen overnight.

They got in hot water from Ford and posted a big sign in the Service area saying "Their" customers come first and they could not guarantee completion date and time for warranty work on vehicles bought elsewhere... ruffled a lot of feathers and people that had bought there over the years stopped going altogether.

It's starting to be a problem with Medical Equipment... unless you are the purchaser of record... some companies refuse to ship parts or perform repairs... the only work around is to sign up for a company service contract and that gets you in good graces...

 

[wallace]

Well guys let me comment on this subject.
This is a very common issue in the equipment market, more so in the lawn and garden sector because of the box stores.
As a dealer of a Equipment. Most all of our manufactures have contracts that need to be signed before they will do business with you. All of them state warranty policies. It does say that you MUST service and warranty any of their products regardless of where it was purchased.
Now some mfgs will enforce this and some just don't give a crap!

If you ask me I think any dealer that does not take on a warranty job with the foresight of a potential relationship being built for future revenue. Is just a total FOOL.
Let me give you guys a couple good examples...
Had a landscape customer that lived 5 miles from my shop. Every day he came out of his road he made a right turn. He never had any reason to make a left to see our business. So long story short he purchase a new ZTR mower from the dealer in the area of where all of his contracts are. He had several problems with the mower, he got frustrated with the selling dealer and the mfg told him to call us. Well one day he stopped by our store a told us everything that lead him into our store for warranty work. Well after writing 13 more warranties on his machine I finally said enough is enough, We had the mfg buy the customers machine back. They paid everyone of my warranties and also compensated us for the amount of time spent in phone calls and emails.
So I got involved with a customer that never purchased from me before. Well let me tell you this..This landscaper is one of my largest customers for the 3rd year in a row. He has spent well over a $100,000 with us.

Here is another example that had a final out come today!
Customer calls us about his MF that was purchased in FL said he got a letter from MF that his tractor had to have an update.
No problem sir we will take care of it. That was a year ago, since than he has been back for 2 services. Yesterday he came in and told me he wants a bigger machine. Ok, spent some time with him and guess what, We delivered his brand new $30,000 tractor today.

Again I just don't understand any dealer that would turn away work. Yea you don't always come out ahead on warranty work, but I would rather break even on my bills than fall behind because of no income.

I guess that is one of the reason why I have hired 3 more employees since Oct and 1 more coming on in a couple weeks.

We also welcome all warranty work from the box stores.

Here's one that will have you scratching your head. We are a servicing dealer for Ridgid Power tools. We do not sell the tools just do warranty on them. Our shop labor rate is $60 and Ridgid will only pay $45. One might say we are crazy for doing this. Well let me tell you why I do this...Most all of the people that purchase a Ridgid product are the same people that will purchase something I sell. So when that person walks into my show room to get their warranty take care, they see all of what we sell and also all of the services we offer. I'll bet you that 85% of those customers have purchase something from us. So why wouldn't I want to make $45 a hour to have people walk through my showroom. Just to think I spend money on advertising. Silly me!

Okay so back on track here. Yes the mfgs have contracts, Some dealers just don't care.
No we don't always make out of warranty.
If I know a warranty is questionable I will email the mfg. Before I commit to the customer.

Guys even though it doesn't seem this way anymore, ultimately we work for you the customer. You pay my bills. When your happy, my bills will be paid! When your not happy, I will struggle to pay my bills!

Here is our motto that I came up with...
"Walk in as a customer, Leave as a Friend"

 

[crazyal]

I wonder how many dealers take it personal and then use those hurt feelings to make things worse (in this case refusing to do warranty work)? I also wonder what Kubota would do if pressed.

This is directly off of Kubota's website:

The Kubota Tractor Corporation Warranty Department provides customers coverage and support through a network of more than 1,000 authorized Kubota dealers nationally. Any necessary repairs and claims are conducted by and administered through this network of authorized Kubota dealers.

If push came to shove I would expect Kubota would not want to get a certified letter with a date and time saying they needed to be in a courtroom as the defendant in a law suit or worse, having a state attorney general going after them for a misleading statement (I see nothing saying that authorized dealers have the right to refuse to do warranty work).

 

[wallace]

I wonder how many dealers take it personal and then use those hurt feelings to make things worse (in this case refusing to do warranty work)? I also wonder what Kubota would do if pressed.

This is directly off of Kubota's website:

The Kubota Tractor Corporation Warranty Department provides customers coverage and support through a network of more than 1,000 authorized Kubota dealers nationally. Any necessary repairs and claims are conducted by and administered through this network of authorized Kubota dealers.

If push came to shove I would expect Kubota would not want to get a certified letter with a date and time saying they needed to be in a courtroom as the defendant in a law suit or worse, having a state attorney general going after them for a misleading statement (I see nothing saying that authorized dealers have the right to refuse to do warranty work).

The down fall to this is a dealer can tell you yes and the machine could sit for a year before they touch it.
They can use all the excuses they want.
It just frustrates me that its like this.
Sometimes when you get that feeling, you should just move on instead of attempting to cross that bridge.
We had the same thing happen to us with a SUV we purchased used.
Needed warranty work, walked into the local GM dealer and told them our issues. Service manager asked us what the selling dealer told us about our problem. I told him we purchased it used from XYZ dealer. He then told me it would be best if I took it back to them for the warranty work.
I knew where this was going to end up. So I was about to turn around and leave, but I didn't! I asked him for his warranty reps phone number. He had a dumb founded look on his face.
Before he could answer my question, I said never mind thanks and have a great day.
Only because I didnt want the "yea we will have it done tomorrow" BS
Called my selling dealer and told them I need some warranty work done. No problem Rick when can you bring it in, we will have a loaner here for you!

 

[ultrarunner]

I wonder how many dealers take it personal and then use those hurt feelings to make things worse (in this case refusing to do warranty work)? I also wonder what Kubota would do if pressed.

Not warranty work... just buying implements.

I went to a Dealer 40 miles from where I live to buy a Post Hole Digger... the fellow came out and asked what tractor I owned and then asked if I bought it there.

I told him that I bought it though my Uncle's connections and was politely told that is where I should go for the Post Hole Digger...

Hardly makes sense with a customer standing in the lot ready to buy...

Didn't question it and told him it was probably a good idea and left...

I had been there the year before looking for a Kubota and they kept insisting that I needed a Ford/New Holland... they sold both lines and had 80% Ford on the lot.

When I stopped about the post hole digger I learned they no longer carried Ford/New Holland...

 

[LD1]

Well guys let me comment on this subject.
This is a very common issue in the equipment market, more so in the lawn and garden sector because of the box stores.
As a dealer of a Equipment. Most all of our manufactures have contracts that need to be signed before they will do business with you. All of them state warranty policies. It does say that you MUST service and warranty any of their products regardless of where it was purchased.
Now some mfgs will enforce this and some just don't give a crap!

If you ask me I think any dealer that does not take on a warranty job with the foresight of a potential relationship being built for future revenue. Is just a total FOOL.
Let me give you guys a couple good examples...
Had a landscape customer that lived 5 miles from my shop. Every day he came out of his road he made a right turn. He never had any reason to make a left to see our business. So long story short he purchase a new ZTR mower from the dealer in the area of where all of his contracts are. He had several problems with the mower, he got frustrated with the selling dealer and the mfg told him to call us. Well one day he stopped by our store a told us everything that lead him into our store for warranty work. Well after writing 13 more warranties on his machine I finally said enough is enough, We had the mfg buy the customers machine back. They paid everyone of my warranties and also compensated us for the amount of time spent in phone calls and emails.
So I got involved with a customer that never purchased from me before. Well let me tell you this..This landscaper is one of my largest customers for the 3rd year in a row. He has spent well over a $100,000 with us.

Here is another example that had a final out come today!
Customer calls us about his MF that was purchased in FL said he got a letter from MF that his tractor had to have an update.
No problem sir we will take care of it. That was a year ago, since than he has been back for 2 services. Yesterday he came in and told me he wants a bigger machine. Ok, spent some time with him and guess what, We delivered his brand new $30,000 tractor today.

Again I just don't understand any dealer that would turn away work. Yea you don't always come out ahead on warranty work, but I would rather break even on my bills than fall behind because of no income.

I guess that is one of the reason why I have hired 3 more employees since Oct and 1 more coming on in a couple weeks.

We also welcome all warranty work from the box stores.

Here's one that will have you scratching your head. We are a servicing dealer for Ridgid Power tools. We do not sell the tools just do warranty on them. Our shop labor rate is $60 and Ridgid will only pay $45. One might say we are crazy for doing this. Well let me tell you why I do this...Most all of the people that purchase a Ridgid product are the same people that will purchase something I sell. So when that person walks into my show room to get their warranty take care, they see all of what we sell and also all of the services we offer. I'll bet you that 85% of those customers have purchase something from us. So why wouldn't I want to make $45 a hour to have people walk through my showroom. Just to think I spend money on advertising. Silly me!

Okay so back on track here. Yes the mfgs have contracts, Some dealers just don't care.
No we don't always make out of warranty.
If I know a warranty is questionable I will email the mfg. Before I commit to the customer.

Guys even though it doesn't seem this way anymore, ultimately we work for you the customer. You pay my bills. When your happy, my bills will be paid! When your not happy, I will struggle to pay my bills!

Here is our motto that I came up with...
"Walk in as a customer, Leave as a Friend"

Thank you for taking the time to reply and shedding some light on the situation.