Lying dealer?

[JerryG]

As posts are posted we see many times where someone says that a repair could have been covered by the dealer but wasn’t. Several of these posts at some point state that it was actually bailing wire or thorns etc that caused the problem, then some of the posts state that the owner caused the problem in some way. Most or maybe I should say some of these posters are upset because the dealer won’t cover or attempt to cover the repair under warranty. Then in other posts we see when a dealer or a salesman said something that wasn’t totally right. These same dealers and salesmen are blasted beyond belief. I guess that it is all right for the dealer to lie to the manufacture, but pity the dealership if they lie to a customer even if it was an unintentional lie. Folks you can’t have it both ways. Do you want your dealer to be honest or do you want them to just be a bunch of liars. Like I testified in court one time. I told the attorney that theft is theft no matter the amount. The same goes for lying. A lie is a lie, no matter how you slice it.

 

[jmt1271]

As posts are posted we see many times where someone says that a repair could have been covered by the dealer but wasn’t. Several of these posts at some point state that it was actually bailing wire or thorns etc that caused the problem, then some of the posts state that the owner caused the problem in some way. Most or maybe I should say some of these posters are upset because the dealer won’t cover or attempt to cover the repair under warranty. Then in other posts we see when a dealer or a salesman said something that wasn’t totally right. These same dealers and salesmen are blasted beyond belief. I guess that it is all right for the dealer to lie to the manufacture, but pity the dealership if they lie to a customer even if it was an unintentional lie. Folks you can’t have it both ways. Do you want your dealer to be honest or do you want them to just be a bunch of liars. Like I testified in court one time. I told the attorney that theft is theft no matter the amount. The same goes for lying. A lie is a lie, no matter how you slice it.

a lie is a lie, no doubt. but there are grey areas. there can be situations where damage/problems occur with a questionable cause. alot of people feel that the dealer should give them the benefit of the doubt. i think that unless the cause of the problem is unquestionably the operator the factory should repair a covered part. its part of taking care of the customer. since the dealer is the link between the maker and the buyer, and he sold the unit he is in the position of making sure HIS customer is protected.

but if the dealer lies to the factory even to protect his buyer(especially siince he is paid to do the repair) then he is unethical.

as with most things in life it comes down to simply doing the right thing, which is usually the harder of the 2 choices.

what got you so fired up on this topic, if i may ask?

 

[SkyPup]

Successful Sales and Service Rule #1 - The customer is always right.

Successful Sales and Service Rule #2 - The customer is wrong....see Rule #1.

 

[Billy_S]

I think the dealer should tell whatever size lie is necessary to swing the situation to my favor.

 

[JerryG]

i think that unless the cause of the problem is unquestionably the operator the factory should repair a covered part. its part of taking care of the customer. since the dealer is the link between the maker and the buyer, and he sold the unit he is in the position of making sure HIS customer is protected.

but if the dealer lies to the factory even to protect his buyer(especially siince he is paid to do the repair) then he is unethical.

as with most things in life it comes down to simply doing the right thing, which is usually the harder of the 2 choices.

what got you so fired up on this topic, if i may ask?

It isn't the questionable repairs that brought this up. It is the repairs that some owners seem to think that dealers should perform that are clearly not the manufacture fault. If the part could have been faulty, it is the dealer’s responsibility to at least try to get it covered under the warranty.
There wasn't any one thing that got me started on this. There seems to be a trend to get upset or even mad at dealers because they won't cover everything that comes up. It doesn't matter if it something that the manufacture has control over or not. The same thing has happened in our country as it pertains to not taking responsibility for anything. We all should take responsibility for our actions whether we want to or not and not blame it on a dealer or manufacture if they didn't have anything to do with it.

 

[1bush2hog]

It isn't the questionable repairs that brought this up. It is the repairs that some owners seem to think that dealers should perform that are clearly not the manufacture fault. If the part could have been faulty, it is the dealer’s responsibility to at least try to get it covered under the warranty.
There wasn't any one thing that got me started on this. There seems to be a trend to get upset or even mad at dealers because they won't cover everything that comes up. It doesn't matter if it something that the manufacture has control over or not. The same thing has happened in our country as it pertains to not taking responsibility for anything. We all should take responsibility for our actions whether we want to or not and not blame it on a dealer or manufacture if they didn't have anything to do with it.

I have a pretty good idea about which post got you going and I agree - While no one likes to have additional costs on a somewhat new machine, things happen. One has a choice to be honest about things or to lie and deceive in an attempt to swing things in their favor - the bottom line is that they WILL end up paying for it either way - it's only a matter of time. What goes around will come back around. The earlier in life one learns this the better off they will be.

Honesty is always the shortest and least expensive route.

I had problems early on when I bougth my TN75, but rather than blame the dealer or NH I told the dealer straight up that "maybe" it was something I did that contributed to the problem, but that if it was something I did then I sure needed to know early on so I could change my ways to prevent any future problems. He ended up picking up my TN, fixing it under warranty, and returning it to me after he had sent a tech out to try to fix it in the field. Charged me $40 bucks to cover his cost on p/u and return.

I'll usually take the hit if there is any doubt - if not, then I'll stand my ground. People usually figure out real quick what type of person you are and more often than not treat you accordingly, especially if you don't let emotions become part of the process.

There are some jerks on the other side that are out there too. They will eventually learn their lesson the hard way. Life is too short to worry about the small things and small people by acting small in the process.

Just do the right thing because it's the right thing to do!

 

[Hooked_on_HP]

One thing poeple dont realize is that just because a dealer submits a warranty claim doesnt mean they will get paid for it. If the manufacturer says that a repair isn't covered the dealer doesn't get reimbersed. Most dealers have a person that just does the warranty paperwork and nothing else. If you had a dealer thay covered everything under warranty he wouldn't be in buisness long.

 

[DaryleD]

I'm extremely glad that this thread was started! I think that it's very important to remind people that there still is a right and a wrong. Maybe that's why our childrens generation as well as ours has forgotten. I try to keep it fresh in my childrens mind. It's like everything, the more something is allowed the more that it will happen.
Daryle.

 

[GeneD14]

I'm extremely glad that this thread was started! I think that it's very important to remind people that there still is a right and a wrong. Maybe that's why our childrens generation as well as ours has forgotten. I try to keep it fresh in my childrens mind. It's like everything, the more something is allowed the more that it will happen.
Daryle.

Amen!

 

[Farmwithjunk]

How's this for a possible scenario?

Owner has initial problem, calls dealer.

Dealer, being an "on the site" rep for the manufacturer at this point, decides it's in EVERYONES best interest to get this fixed.

Dealer contacts New Holland WITHOUT BEING FORCED and begins dialogue with warranty rep on how this can be taken care of with-in the system.

New Holland, knowing they don't HAVE to fix it, does what they can (at least at a reduced rate) to keep a customer happy.

OK.... So I'm living in a dream state.

But NH (Or ANY manufacturer) has some lattitude for handling "slightly out of warranty" claims. They can and will deal with things like this on occasion. That takes an initial boost from the dealer.

That's the guy who dropped the ball. I would expect him to do WHATEVER is with-in his power to get the results that SHOULD have happened in the first place. I don't expect him to LIE. I don't expect any certain path to resolving the problem. All I would expect is some results to attemt UN-doing the ill will they've already fostered. I would expect NH to stand behind their dealer..... AND PUSH HIM OFF THE GANG PLANK if he didn't finally do the right thing.

 

[firemanpat2910]

The ones I like are when they have a machine with a couple of thousand hours on it and say Its never worked right. Well some body put those hours on it so it must have worked. In my job repairing printing equipment I hear the same thing all the time. Some people always want something for nothing.

 

[chanceu]

The plain and simple truth is there are a lot of people in this world that:

1. Always want something for nothing. You know these people. They're the ones that want you to sell them a $20 shovel for $10 because they can buy one at Wal*Mart for $7.

2. Never admit anything is their fault. They're the ones that get pulled over for doing 60 in a 45 and it's the cop's fault because he's just trying to make his quota at the end of the month.

And to SkyPup, those rules were great 50 years ago, but people that fit in to one or both of the categories above have taken such advantage of them that we're all stuck with the customer service we have today.

 

[RobJ]

Successful Sales and Service Rule #1 - The customer is always right.

Successful Sales and Service Rule #2 - The customer is wrong....see Rule #1.

I think it's "make the customer always think they are right". Like what do you do if a guy wants to run a 4' BH on a 75hp tractor. Then wants warranty work on the BH when it broke. He is not right then. Maybe Rule 3, customer is an idiot...run to the bathroom!!!

 

[gotrocks]

This discussion reminded me of something I heard years ago:
"There are good people and there are bad people."
"The GOOD ones decide which is which."

 

[BRUSHTAMERS]

Gotten decent customer service, and warranty work done on my Montana so far. In fact, at one point. there was a new engine coming my way, until we figured out it was a hydraulic pump

 

[JoeR]

Customers have gotten worse over the years. I see people treating other people very badly. People have lost all respect for others.
I was at the tractor dealer the other day, and a guy comes in complaining about the dump trailer he rented that was not working. Turns out the battery was dead that powered the hydraulics. Customer states the trailer worked for one day and died. The salesman tells him, "Well, I told you that you needed to charge the trailer battery since you didn't have the correct wiring harness on your truck." Salesman gives the customer a discount, but I think the customer was wrong. I wish my stupidity could save me money too.

Anyway, my current job doesn't require me to interface with the general public on a regular basis, and I am grateful for that. Although, I too have gotten customer escalations, and 90% of the time the customer wants something for free or a discount, even when there is no real problem. I love when they scream at me on the phone when I tell them I do not have the power to give them something for free or the ability to discount their bill. People are just plain abusive, and get even nastier when you catch them in a lie. I know this from experience!

Joe

 

[LMTC]

A big ditto on most of this thread. From my limited perspective it seems it all started in general society, when somewhere around 40 years ago or so this silly thinking came along that everyone has a "RIGHT" to do whatever they want to do, regardless of how it impacts others (short of pure lawlesseness). Loss of civility, of regard for personal responsibility, and so on. The "ME" generation arrived with the full accoutrement of material possessions the likes of which we have never known before. This has been magnified by a media that championed absurdities because it was someone's "RIGHT"...like the right to be able to spew obscenities in the name of free speech, or lots of rights that in my book aren't even close to rights. Are these behaviors illegal? No. Do they contribute to the deterioration of our society? I think so, and they flow out to all areas of our lives, including sales and service transactions. Look at the incredible increase in lawsuits the past 40 years. Someone ELSE is always accountable...not me. Ok, sorry....stepping down from soapbox now.

 

[DaryleD]

I know that this might have gone a little away from the original post, but I think that it's our responsability to hop up on a soap box and leave a seed of right and wrong in peoples minds. I do think that it's possible to swing things back in correct direction ( to some degree )where people make mistakes but are man or woman enough to admit to it and do the right thing. Greed is our biggest problem in this world and obviously isn't going away 100%. The more you hold yourself accountable as well as those around you, the more of a chance we have of making things better.
Daryle.

 

[roxynoodle]

This has been an interesting thread. Especially because I agree it started with my generation. Why? It is hard to say. I think one major reason is that divorce rates began to skyrocket when I was a kid. The divorced parents of some of my friends felt guilty for getting divorced and seemed to compete with each other to see who could buy their kids the most things or take them to the best places. We also started to see mothers enter the workplace more and more. I am one of the few people who had a stay at home mom until I was 10. At that time I think women wanted to have careers. Soon it became gee, look at how much more stuff we can have with 2 incomes. Most people know do not believe they can survive without 2 incomes. To some extent they are right but it is also a matter of what can we really live without? Many children were raising themselves. Some, we know, did not learn morals. Others never had to be accountable to anyone (to some extent because no one was there to see or hear what they did). Parents were too tired when they came home to be parents. It was easier to say "watch that TV I bought you or play with all those toys I bought you". Now these children are parents. And many of the now parents don't want to do ANYTHING to address problems their children are having. They either deny the problems or yes, blame everyone but themselves or their children. I have taught high school for the last 16 years and could go on and on but I won't.

I am wondering though if things will keep getting worse (lying, cheating, stealing, refusing to work) or if eventually the rest of us will put our foot down. I have often realized that when you call these people's bluffs they do back down. Though some will never take the slightest responsibility. I just hope when it comes time to retire that I will have health insurance. I am not sure I can see myself working with kids when I am 75.

 

[chanceu]

The worst thing that's happened to us is we've become a society that's all about "ME". Whether it's at a tractor dealership trying to get warranty work when you know good and well you broke it or pulling in to the middle of an intersection when the traffic's backed up knowing you'll be there when your light turns red or parking in a handicap parking space (laziness is not a handicap) because it's empty or leaving the shopping cart in the next parking space instead of where it's supposed to go or something as simple as not holding the door for the person behind you because someone coming in the other side mightl get in line ahead of you...it's all about me!

I know this might be a far stretch, but 30 years ago when movies like "Mad Max" came out that showed how civilization degraded to the point of barbarity, I'm sure people wondered how that could ever happen to such an advanced people as ours. I wonder sometimes if I'll see it in my lifetime.