Dealer Not Happy with MF Dealer

[MAHINDRA OF OHIO]

We help out people down the road all the time and don't charge for it if they need a brake. We have a tractor in the shop now that has a problem with the steering and its 1 1/2 year out of warranty. We are eating the labor to fix it This the Customer has always been great to deal with. If this customer was treating me like dirt they would not get the service they are getting from us.

Who ever said the customer is always Right!!!!! Not in my book...I'm from the old school not reform school.......people need to grow up!!!! spending $$$$$$$ does not give people a free pass to ack like and @$$!!!!! I had a customer wright a nasty letter to M/F because we could not fix his tractor in 3 days.....Little did he know my teck was with his wife because she just found out she had breast cancer......So don't tell me the customer is always right. The other bad thing about this, I did not take the phone call the parts girl told him its going to be a few days to we get to it. I would of work out something with him "Free loaner or I would of stay after Hour and fixed it my self.
Most of us Dealers bend over backwards to make sure things don't happen. But they do from time to time.

 

[MAHINDRA OF OHIO]

Good tip, yea, maybe I did over react. I will be sure to call them 1st thing Monday morning and apologize for being such a hothead.

I guess that I look at the $19,000 that I just plunked down. I'm sure glad your not my dealer....


I would not think that the folks at Massey Ferguison corporate headquarters would like that approach. Or at least if you're gonna have that attitude/approach, it might behoove you to keep it to yourself.

Hey everybody goes off. Its great to here you will call your dealer in the morning. It will make him fell better.... You never know, you make need a brake too down the road

 

[CDsdad]

Who ever said the customer is always Right!!!!! Not in my book...I'm from the old school not reform school.......people need to grow up!!!! spending $$$$$$$ does not give people a free pass to ack like and @$$!!!!! ......................Most of us Dealers bend over backwards to make sure things don't happen. But they do from time to time.

Spending money does give me the right not to be treated unfairly by the people I spent it with. And people do need to grow up and realize that if the customer doesn't spend the money, product won't move. Do you also have a dealership in MS? I think the people I bought from have the same thoughts as you.

I would say some, and not most, dealers will try to make everything OK. Probably not even close to most.

 

[phyxer]

Ya'll can argue all you want but there is absolutely no excuse for missed grease points on a new tractor by the selling dealership. Are there ways to handle it tactfully yet forcefully, yes and that is probably best. There is nothing the selling dealer should say except I'm sorry, I'll make it right and we'll take steps to make sure it never happens again; after all they were totally in the wrong. The dealer should also give the the mad customer the benefit of the doubt and take the butt chewing and see how "normal" business transactions go in the future. That's my opinion, others may differ

Troy

 

[MikeB64]

While on my way to work today I got the call from the dealer, before he could really say much, I said how sorry that I was to of left such a message. I was told that in his eyes, I was in line, that tractor should of never left in that manner, they really take mistakes personally.

We are both OK, water under the bridge. I had other questions and he was awesome in answering them. After reading about the removal of the backhoe, I'm a bit nervous about taking it off. We are going to get together and he's gonna walk me thru the process at my place when the nicer weather gets here.

So, I guess I was lucky and didn't tick the dealer off! A valuable lesson was learned here, and I owe it all to the various replies from different members, THANKS!

 

[volunteer]

Everyone makes mistakes at home as well as work. When confronted by a mistake or omission, the person that is "injured" by the error should be able to state his or her case as he is financially entitled, just as the dealer should be able to confront the customer who does not pay for services rendered. The question really should be, "does one have the right to aggressively confront the offender" without fear of retaliation? In my experiences, being right does not guarantee your future safety. Personally, if some tech failed to grease my brand new tractor, I'm not so sure I could be calm in my discussions at the dealership. I'm sure the tech or owner would feel the same if their brand new car or truck left the lot without oil. I guess my reaction would be tempered based on proximity of other dealers in area.

 

[rfk]

I'm sure glad I don't live in Ohio. My dealer , Boone Tractor in Bedford Va. , Has always been pleasant to deal with. They have always helped me even though I can sometimes be a difficult customer. Sales,parts and service I find them a great place and people to do business with.

 

[WarrenF]

We help out people down the road all the time and don't charge for it if they need a brake. We have a tractor in the shop now that has a problem with the steering and its 1 1/2 year out of warranty. We are eating the labor to fix it This the Customer has always been great to deal with. If this customer was treating me like dirt they would not get the service they are getting from us.

Who ever said the customer is always Right!!!!! Not in my book...I'm from the old school not reform school.......people need to grow up!!!! spending $$$$$$$ does not give people a free pass to ack like and @$$!!!!! I had a customer wright a nasty letter to M/F because we could not fix his tractor in 3 days.....Little did he know my teck was with his wife because she just found out she had breast cancer......So don't tell me the customer is always right. The other bad thing about this, I did not take the phone call the parts girl told him its going to be a few days to we get to it. I would of work out something with him "Free loaner or I would of stay after Hour and fixed it my self.
Most of us Dealers bend over backwards to make sure things don't happen. But they do from time to time.

WOOOOOO HOOOOOOOO!!!! Great post Massey Dealer. Your post reminds me of the customer who called me and wanted me to service his equipment. He had it more than 18 months. I told him I would be happy to come and provide service. (oh by the way he called me at 8 p.m. on a Saturday night) When I informed him that there of course would be a charge for my time, and also a charge for me to drive the 150 miles to his home, he began to swear at me. I hung up. That was when gas was $ 4.00 plus per gallon. Of course setting at his home when I was there initially were a John Deere Skid Steer loader, a brand new one ton Ford Diesel pickup, and a couple of other pieces of heavy construction equipment.

Some need to be on the other end of their phone calls and experience the REAL WORLD.

 

[CHDinCT]

I know a lot of people who work in customer facing jobs and all can tell stories of hot headed customers that take things too far, even get personal in their attacks for what is usually a missunderstanding. All I can say is that in the course of my life, I've always felt bad afterward when I've overreacted and yelled at people unnecessarily. I think it's best to give the dealer a little benefit of the doubt, stay calm but firm and ask for things to be corrected. You can always get more assertive if you don't get satisfaction after taking a calm but firm approach. At the end of the day, both the customer and the dealer are people and want to be treated with some respect.

 

[irvingj]

Mike- where are you in NH? I wouldn't hesitate to remove the backhoe-- follow the instructions, and it's really easier than removing the FEL! If you need assistance/instruction, and if you're not too far away, I'd be glad to help.

I had some missed grease fittings, too... one of the first things I did after getting the tractor was to go through it; spent too much time as an auto mechanic and math teacher to trust other people's work, just the way I am.... Just hit the fittings and kept going. Love the tractor.