Warranty Work, Distribution, Better Understanding!

MikePA · Jul 12, 2004

Are tractors more prone to having warranty issues?
No.

I don't plan on purchasing orange, green or blue based on the available warranty - am I being naive?
Warranty work and support is primarily a function of the dealer. While the manufacturer sets the reimbursement policy to the dealer, the dealer is the one who supports you. If they are customer oriented, they will serve you either because of, or in spite of, the manufacturer's policies.

brinet · Jul 12, 2004

HORSEFEATHERS!

And I'm insulted.......

I'm NOT STUPID!! If a dealer can't get to my tractor for 6 weeks (whether I bought it from him or not) it seems that ther needs to be another Kubota dealer in town. I own a large business 2 blocks from my local Kubota dealer and as a business owner I know that if there really is that much work to be done, I'll hire another employee, expand facilities, and do what it takes to take care of my customers. I know that when I turn a customer away he/she will probably not return. If my goal is to GROW my business, then I will NOT turn a customer away.

Sure there are times when customers "rain in" with problems and there are "dry spells" where everyone appears to have left the country. But the constant "we can't get to it for at least 6 weeks" story (365 days a year) tells me that there is probably room enough for competition, at least in my area.

TIME AND TIME AGAIN I have found that it is cheaper to order the parts and replace the WARRANTY item myself. No not money wise, but time wise, and yes... all SMART business owners know that TIME IS MONEY. TEACH THAT TO THE KUBOTA DEALERS! /forums/images/graemlins/shocked.gif

.... off my soapbox...... again! /forums/images/graemlins/grin.gif

OrangeGuy · Jul 12, 2004

A few years ago I worked with a leading US marketing firm to help my company better understand our "customer" base. According to this marketing company, customers could be divided into the following four categories: 1) Boosters, enthusiastic and loyal supporters of your company that purchase every thing they can from you; Clients, strong supporters who purchase most of their needs from you; Customers, purchase occasionally from you; and Clods, purchasers who generally buy on price and have little interest in the selling company's welfare. Guess which one they recommended investing little time and effort.

Fortunately, in my experience the last category is the smallest category, but unfortunately, often times the "noisiest". An exercise that was part of the marketing company's program was for our team to fill out a marketing questionaire to determine what category of purchaser we would fall into. Only one made the Clod category. What was interesting is that person is the one who constantly bragged about getting great deals on purchases. He was also the one who complained the most about how many problems he had with his purchases.

The point of the exercise was to keep your boosters happy, work harder to make clients and customers into boosters, and walk away from Clods. Just as purchasers can and should decide where they will spend their dollars, selling companies (dealers) have the same rights in choosing parameters as to how they will sell their products. The free market will determine if the seller has chosen correctly.

OrangeGuy

ByronBob · Jul 13, 2004

Orangeguy is correct

Companies are going to allocate resources according to net return on their investment. A customer who spends 100 grand is going to get preferential treatment and more attention than my 8000 dollar tractor. And if you don't buy it there well then sit down brother and bring a pot of coffee and the paper to keep you company.

Flat our refusing to even work with you no matter what crosses the line. Nobody should do that

brinet · Jul 13, 2004

One specific issue that I will mention (rant about) is the recall on the BX2200 fuel bladder. This was considered to be a safety issue and the card I received said to return the unit to the closest Kubota Dealer as soon as possible.

I called my local dealer (2 blocks away). Two points to make: I did NOT purchase the tractor there, but I did purchase the grass catcher ($1600) and other items there. (For the curious, the 2000 BX2200 tractor was not purchased there because they had none available, would not have one available for several weeks or months, and they were not willing to have one delivered from another dealer).

We scheduled an appointment to have the warranty work done. On the scheduled date, I borrowed a trailer and delivered the tractor. Several DAYS later (this was a 1 hr SCHEDULED replacement) I called to check on the status. The service guy (quite rudely) stated that they had "discovered" that I did not purchase the tractor there and therefore they would NOT do the warranty repair. A phone call the same day I left it would have been nice! I called Kubota and they were suprised to hear this, especially on this particular recall. They promised to have someone call me that would "resolved the issue". Mr. "X" from Kubota called later that day to tell me that the correct resolution was to "... take it back to the ______ dealer I purchased it from!". This was the beginning of my bitterness with Kubota.

What is sad is that I really would like to do business with this dealer AND I LIKE my Kubota. However, I get the impression they didn't want my business; past, present, or future. Thats sad, because I have spent a lot of money on filters, Super UDT, parts, etc. and will soon be purchasing a loader, but not from them.

I sure would have liked to spent that money locally.....

OrangeGuy,

For the most part, I agree with the marketing part of what you said. And in all cases, it looks good on paper. Remember though, even a "Clod" HAS to purchase maintenance items and replacement parts from SOME Kubota dealer (or sell the tractor). I might be crazy, but I'll take the Clod's money all day long!

Second thing: If I were Kubota, I would be concerned that the dealers are "tarnishing" Kubota's image. After all, the dealer service is a direct reflection on the entire Kubota ownership experience.

In my case, it seems like the "correct" action for Kubota would to REQUIRE the dealer to replace the fuel bladder tank. Who would have been liable if there WAS (although unlikely) a safety related incident caused by the leaky bladder tank and I had TRIED to have the part replaced only to be refused?

MessickFarmEqu · Jul 13, 2004

I can't believe some of these stories. Eventualy these guys will go out of business.

I guess it gives some real credance to all those on the board who stress that the dealer is as much of a consideration as the machine itself.

Hey, come buy tractors from me. We don't do this crap

JeffRey30747 · Jul 13, 2004

"Second thing: If I were Kubota, I would be concerned that the dealers are "tarnishing" Kubota's image. After all, the dealer service is a direct reflection on the entire Kubota ownership experience."

It sounds to me like some of these Kubota dealers are going down the same path that many Toyota dealers took in the '80s and early '90s. They had a well deserved reputation for being arrogant and the most difficult to deal with of any of the major brands. Toyota has spent a lot of marketing time and money to "undo" this phenomenon. Kubota might do well to try reverse the trend early if it is indeed what is happening here.
BTW, I am a loyal Toyota and Kubota customer but don't really care for either of my closest dealers. I bought the tractor at the 2nd closest dealer and the truck 3 hours away but the 2nd closest dealer does warranty work and any needed service on it.
Just my 2 cents,
Jeff

BillG_in_TX · Jul 13, 2004

... come buy tractors from me ... 

Neil,

How about "... come have your warranty work done at our dealership ..." ?
Seems to me that would be more relevant to this discussion. /forums/images/graemlins/confused.gif

MessickFarmEqu · Jul 13, 2004

( ... come buy tractors from me ... 

Neil,

How about "... come have your warranty work done at our dealership ..." ?
Seems to me that would be more relevant to this discussion. /forums/images/graemlins/confused.gif )

Thats what I was getting at.