Wits end with my Kubota dealer

[auroraproject]

Over the summer I had been talking about an L2501 with my local dealer.

I'm looking for a:
- L2501 HST 4x4
- Filled rear tires (some citrus something), middle width position
- QD Loader
- Bucket
- 2 rear remotes, one float
- Top-n-Tilt
- Telescoping stabilizers
- Cruise Control
- 3rd function valve
- BB2560 box blade
- QD15 quick hitch
- HD25 Auger, QD Mount
- Forks

All of which they estimated around $28500, including NYS 8% sales tax. I was pre-approved for it through Kubota.

I was upfront about waiting for a new contract to start (and the checks to start flowing) before pulling the trigger on it (Beginning of August). On Aug 22nd I emailed the dealer telling them I was ready to pull the trigger on the tractor. Aaaand no response.

I went in there that Friday (1hr round trip after a red-eye flight) on the 24th and had to insist they order it. They said it would take a couple weeks, since they had the tractor in stock. They just needed to order all the parts.

I gave it a week and asked for an update via email, and again, no reponse. That Saturday (Sept 1st) I again went in for an update, and added the forks to the order. He said it would take another couple weeks, but pointed out an assembled L2501 and said that's the one.

I drove past a week later and it was still parked in the same spot. Being the patient sort, I contacted them the following Thursday (Sept 13th), and got a reply email on the 14th, right before I called. On the call, he said it would be ready by the middle of this week.

Today is Wednesday, it's the middle of the week, and there's no tractor on my property. I drove past the lot tonight and the tractor wasn't outside. I drove around the lot and saw a boxblade that possibly fit the description but didn't see the auger or quick hitch in the lot.

tl;dr I ordered a tractor 5 weeks ago with a bunch of nonsense attached to it (some of it oddball nonsense) but it's a $28k sale, getting updates from the dealer is like pulling teeth (why does it take longer than 24 hours to respond to an email? Why am I having to ask for updates rather than just receiving them?).

It feels like they can't be bothered to get it together and sell me a damned tractor. It's all so tiring.

So what should I do here?
- Is 5 weeks a normal wait?
- Should I call and demand a drop-dead delivery date?
- Cancel it and call some of the high volume dealers (Messicks and Barlow's) and get a better deal?
- Call the owner of the dealer and complain at him?

Dealer is Sharon Springs Garage in Oneonta because why not mention it by name.

 

[fried1765]

Over the summer I had been talking about an L2501 with my local dealer.

I'm looking for a:
- L2501 HST 4x4
- Filled rear tires (some citrus something), middle width position
- QD Loader
- Bucket
- 2 rear remotes, one float
- Top-n-Tilt
- Telescoping stabilizers
- Cruise Control
- 3rd function valve
- BB2560 box blade
- QD15 quick hitch
- HD25 Auger, QD Mount
- Forks

All of which they estimated around $28500, including NYS 8% sales tax. I was pre-approved for it through Kubota.

I was upfront about waiting for a new contract to start (and the checks to start flowing) before pulling the trigger on it (Beginning of August). On Aug 22nd I emailed the dealer telling them I was ready to pull the trigger on the tractor. Aaaand no response.

I went in there that Friday (1hr round trip after a red-eye flight) on the 24th and had to insist they order it. They said it would take a couple weeks, since they had the tractor in stock. They just needed to order all the parts.

I gave it a week and asked for an update via email, and again, no reponse. That Saturday (Sept 1st) I again went in for an update, and added the forks to the order. He said it would take another couple weeks, but pointed out an assembled L2501 and said that's the one.

I drove past a week later and it was still parked in the same spot. Being the patient sort, I contacted them the following Thursday (Sept 13th), and got a reply email on the 14th, right before I called. On the call, he said it would be ready by the middle of this week.

Today is Wednesday, it's the middle of the week, and there's no tractor on my property. I drove past the lot tonight and the tractor wasn't outside. I drove around the lot and saw a boxblade that possibly fit the description but didn't see the auger or quick hitch in the lot.

tl;dr I ordered a tractor 5 weeks ago with a bunch of nonsense attached to it (some of it oddball nonsense) but it's a $28k sale, getting updates from the dealer is like pulling teeth (why does it take longer than 24 hours to respond to an email? Why am I having to ask for updates rather than just receiving them?).

It feels like they can't be bothered to get it together and sell me a damned tractor. It's all so tiring.

So what should I do here?
- Is 5 weeks a normal wait?
- Should I call and demand a drop-dead delivery date?
- Cancel it and call some of the high volume dealers (Messicks and Barlow's) and get a better deal?
- Call the owner of the dealer and complain at him?

Dealer is Sharon Springs Garage in Oneonta because why not mention it by name.

Cancel you order TODAY!
Buy your tractor from Messick's!
They are a first class operation!

 

[mljenkins]

Over the summer I had been talking about an L2501 with my local dealer.

I'm looking for a:
- L2501 HST 4x4
- Filled rear tires (some citrus something), middle width position
- QD Loader
- Bucket
- 2 rear remotes, one float
- Top-n-Tilt
- Telescoping stabilizers
- Cruise Control
- 3rd function valve
- BB2560 box blade
- QD15 quick hitch
- HD25 Auger, QD Mount
- Forks

All of which they estimated around $28500, including NYS 8% sales tax. I was pre-approved for it through Kubota.

I was upfront about waiting for a new contract to start (and the checks to start flowing) before pulling the trigger on it (Beginning of August). On Aug 22nd I emailed the dealer telling them I was ready to pull the trigger on the tractor. Aaaand no response.

I went in there that Friday (1hr round trip after a red-eye flight) on the 24th and had to insist they order it. They said it would take a couple weeks, since they had the tractor in stock. They just needed to order all the parts.

I gave it a week and asked for an update via email, and again, no reponse. That Saturday (Sept 1st) I again went in for an update, and added the forks to the order. He said it would take another couple weeks, but pointed out an assembled L2501 and said that's the one.

I drove past a week later and it was still parked in the same spot. Being the patient sort, I contacted them the following Thursday (Sept 13th), and got a reply email on the 14th, right before I called. On the call, he said it would be ready by the middle of this week.

Today is Wednesday, it's the middle of the week, and there's no tractor on my property. I drove past the lot tonight and the tractor wasn't outside. I drove around the lot and saw a boxblade that possibly fit the description but didn't see the auger or quick hitch in the lot.

tl;dr I ordered a tractor 5 weeks ago with a bunch of nonsense attached to it (some of it oddball nonsense) but it's a $28k sale, getting updates from the dealer is like pulling teeth (why does it take longer than 24 hours to respond to an email? Why am I having to ask for updates rather than just receiving them?).

It feels like they can't be bothered to get it together and sell me a damned tractor. It's all so tiring.

So what should I do here?
- Is 5 weeks a normal wait?
- Should I call and demand a drop-dead delivery date?
- Cancel it and call some of the high volume dealers (Messicks and Barlow's) and get a better deal?
- Call the owner of the dealer and complain at him?

Dealer is Sharon Springs Garage in Oneonta because why not mention it by name.

If they are your only local dealer I’d try to hang in there. Otherwise service in the future will be a real pain. The dealer may be busy but I wouldn’t think so much this time of year. I’ve found sometimes tractor dealers don’t seem to be the fastest to move on things so I think it’s normal for the industry it seems.

My l6060 I ordered last November around the 17th somewhat in a similar boat. It finally came in literally right before the end of the year around December 27. It did come from factory however. I also had been dealing with them since mid October trying to decide on the configuration and waiting to make sure I got money at the end of the year for the down payment.

They don’t answer email 24/7. I have to remind myself they aren’t IT folks (like myself) and/or on call. They are sales people that usually end their day when they punch out. Its frustrating because a lot of us don’t have the luxury to work like that these days (dang smart phones).

Just keep calling them weekly and just say you’ll call back if your sales person isn’t available. Email once in a while but if you don’t get a response in like 2 days call (unless you know the sales person is out). The one guy I started with ended up going to a conference one week and didn’t check his email often and that’s why I couldn’t get an answer from them in my initial discussions. Another sales guy helped me and he was pretty good the rest of the process (although same deal about not 24/7). Glad I stuck with it as he and the dealership have been great to work with afterwards for service.

Anyway hopefully my rambling helps. If you signed the paperwork it should be on the way just keep kindly following up unless you really suspect foul play. You need to have that dealer relationship for service unless you can trailer it somewhere yourself and you have lots of time to drive.

 

[sixdogs]

The least harmful way, in my opinion, would be to call the owner and tell him the story. Say this is not what you expected and ask what should you expect going forward. Maybe passively say something like if you are too busy I understand and we could revisit the purchase in the spring or something like that. Maybe say I'm not happy and feel like I want to cancel. That ought to wake him up and if it doesn't you'll know it by then. In a sense, this dealer probably isn't likely to change and this is the mode of operation.

It frosts me as well but lots of dealers are like this. Maybe they're old school when that was permissible but it's not any longer, especially with CUT tractors in general and Kubota buyers in particular. Most are smarter and know the ropes on communication and customer service and want what they want and when they want it.

I know a guy that told me he called a dealer on a buy of a Kubota M7 ($171,000) and the dealer never called him back. I don't get it.

 

[4570Man]

If they are your only local dealer I’d try to hang in there. Otherwise service in the future will be a real pain. .

If getting them to sell you a tractor is a real pain I’d sure hate to deal with the service department.

 

[auroraproject]

Cancel you order TODAY!
Buy your tractor from Messick's!
They are a first class operation!

Very tempted. Plus they have Neil on youtube who looks like Mac from IASIP. win-win

If they are your only local dealer

This is the case, the other nearby one closed abruptly. Also, this tractor is heavy enough I won't be able to tow it without a vehicle upgrade.

I'm also in IT, travelling for work most of the time. The time is more frustrating than the money most of the time. I've ordered custom things before that took a long long time to get to me (10 months on a rifle) but I got regular updates on what was going on. These guys need a CRM tool yesterday.

Kubota M7 ($171,000) and the dealer never called him back. I don't get it.

That's just straight up negligent.

If getting them to sell you a tractor is a real pain I壇 sure hate to deal with the service department.

I haven't had to get my BX serviced since I bought it in 2009, I've done all the work myself. Their parts department is great though, no complaints there, and I'd hate to burn that relationship.

 

[mljenkins]

Something else to mention, I ordered a Woods heavy duty box blade a couple years ago and the fastest any local dealer could get it was about a month. It took about a month to get it with calls every couple weeks to ask where it was (no emails, but I never did ask). Implements can cause a hold up too. But they should be able to at least tell you where the issue lies.

 

[mljenkins]

...I'm also in IT, travelling for work most of the time. The time is more frustrating than the money most of the time. I've ordered custom things before that took a long long time to get to me (10 months on a rifle) but I got regular updates on what was going on. These guys need a CRM tool...

It’s a shame Kubota (and other manufacturers) don’t have a system they can offer dealers that lets customers track their orders. It would go a long way in customer service.

Yeah it sucks being on the road and/or on call and trying to deal with anyone who isn’t very responsive. A manufacture centralized order tracking and dealer communications tool would definitely help that.

 

[thepumpguysc]

IF I'm reading this correctly> the tractor is already THERE & just waiting on implements to be put on?? If so, THAT IS the service dept..
I quick call to the owner would be in order.. it works wonders.. AND it has its advantages going forward too..
"hey, that's the guy who called "Gary".. we better jump on this"..
& IF they're taking this long to put it together.. what kinda problems are u going to have??
IF you THINK your gonna jump on it & have 200 hrs of trouble free operation, your highly mistaken..
Bolts are gonna come loose, hydro lines are gonna pop.. ect..
I hope it works out in the long run..

 

[Oldoak]

IF you THINK your gonna jump on it & have 200 hrs of trouble free operation, your highly mistaken..
Bolts are gonna come loose, hydro lines are gonna pop.. ect..

I wouldn't be so sure about that. 'Never had anything like that happen to my trouble free Kubota L4200GST. The only thing I had to go over was the wheel lug nuts at time or two when it was first new. And now everything is good so far an my new L5060GST

To the O.P., it appears implements or attachments were the hold up, which is normal these days. But your dealer response leaves a lot of room for improvement. Being you waited this long, I would just hang in there.