Repair Problems - Is this usual?: John Deere Review  -- John Deere Tractors Discussion Forum and Review Repair Problems - Is this usual?: John Deere Review -- John Deere Tractors Discussion Forum

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 10-28-2004, 01:19 Post: 99376
OldSarge424



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 Repair Problems - Is this usual?

I have a new 4110 tractor, 60 mower deck with a 410 front-end loader. With less then 50 hours and still under warranty I needed to get some work done.

1. The hydraulic unit on the loader was leaking and needed to be fixed. I was told it would be replaced with a new unit under warranty.
2. The mower deck will not go any lower then 6 above the ground, which is to tall for yard grass. I asked that they make the adjustments to lower the deck for yard use.
3. Turf tires puncture too easily. Green slime only helped identify holes for plugs. Upgrading to a heavier turf tire.

I contacted my JD dealer by phone and was advised they would be over to pick it up. After some additional calls, three weeks later they showed up stating they had employee problems and had to replace the driver.

4. I also asked that since they were working on the deck to sharpen the mower blades too.

During week five they adjusted the deck height.
During week six they replaced the leaking hydraulic unit.
During week seven they ordered and are upgrading the tires.

I should be getting my tractor back today or tomorrow at the end of week seven. Im not even asking about the blade sharpening. Seems every time I talked to them they dont bother to take any notes because every time I talked to them I had to repeat everything over and over again. Seems like my tractor was not on their priority list.

Is this the kind of customer service I can expect in the future? Ive prepared a letter to send to the company but want to verify if this was normal or not.

Thanks much, OldSarge







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 10-28-2004, 03:14 Post: 99377
harvey



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 Repair Problems - Is this usual?

There are many discussions in the archives about dealer support.

This should not be a typical response to your needs.

THIS IS MY THOUGHT! It seems the compact and mower "only" dealers have less concern about your needs than the big ag dealers who also handle the baby tractors. The big ag dealers understand quick response. I've had my little 4400 in for work during harvest season and Cazenovia Equipment did excellent with the repair time when they had big forage equipment in there waiting also.

Dealer support is everything when it comes to a purchase like this.

I'd fire the letter off to Corporate HQ.






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 10-28-2004, 06:06 Post: 99378
hardwood

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 Repair Problems - Is this usual?

This is not typical, my dealer, Rowley Equip. Co. Rowley, Iowa, who is also a large ag equipment dealer almost has it fixed before I call them. They've gone the extra mile several times to make sure things were fixed right. Best of luck. Frank.






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 10-28-2004, 08:40 Post: 99385
AV8R



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 Repair Problems - Is this usual?

Sarge: I'm sorry for your problems with your dealer. It can be frustrating at times. Maybe each time you talk to them ask for their work-order number because you "need it for your records to log the call." At least then they will have to open up some screen on the computer, maybe they'll write in your requests. I've used this before with some success.

Opposite to Harvey's idea, my experience with the large ag dealers (in my area) was if you weren't spending $250K you weren't worth their time. Smaller equipment dealers are more likely to help the little guys because that is their market.

I hope things get better for you Sarge.






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 10-28-2004, 09:51 Post: 99388
DRankin



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 Repair Problems - Is this usual?

It is not unusual to get stuck with a crappy dealer. What is unusual is to have so many problems with a 4110.

Were those first turfs from the factory or did the dealer "wing it"?

What brand are you going to replace them with?






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 10-28-2004, 10:57 Post: 99396
jedomon



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 Repair Problems - Is this usual?

I work for a JD dealer, we are a multi line power equipment dealer..Stihl, TORO, ExMark, Honda and John Deere through the 5000 series. the notion that CUT dealerships, structured like ours, do not have customer service as a top priority is hogwash. Our CUT sales represent a huge portion of the GP$ pie for us. It would be easy to make the case that the CUT dealer is motivated to do better on customer service than the ag dealer...but I wouldn't make that case because what it all boils down to is the priority that service is given by individual dealer management and the skill sets of the people they choose to employ... NOT whether they are an Ag or a muti line CUT dealer.






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 10-28-2004, 12:08 Post: 99404
Iowafun

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 Repair Problems - Is this usual?

I believe your problem to be dealer specific. There are good dealers and there are bad dealers. Just like in the auto world.

At my JD dealer, the salesguy was great and went out of his way to help. The corporate staff that handle logistics and such suck major appendages and have no sense of customer service.

It's a shame that some dealers are focussed on sales rather than the customer relationship. The relationship is infinitely more profitable because you will keep coming back year after year for parts, service, new equipment, etc.






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 10-28-2004, 15:53 Post: 99424
OldSarge424



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 Repair Problems - Is this usual?

These are the original tires that came with the tractor. I don't know what they are replacing them with as I have not seen the new tires yet. One of my concerns is if they needed to work on other tractors used by full time farmers that needed their work tractors fixed first I can handle that and understand. All they had to do was say so but I think they spent time working on lawnmowers, edgers and chain saws first. This was the first time I've had any repairs done and am quite surprized at their time frames and customer service.






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 10-28-2004, 16:49 Post: 99425
reason201



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 Repair Problems - Is this usual?

Sounds like the issues you were having could be considered routine but the service you got to remedy them was really bad. I know my dealer has been great... One of the thing I have done (just my own quirk) is to provide a tick list of things I want done to the unit when it is in for service. This is as much for my own memory as for theirs.

As far as the tires go, I wonder if filling them with foam might not be an option for you. I don't know a lot about it but I seem to remember some of the other posters saying this was a sure way to end puncture flats. I have R-4s on my 4710 and have had no issues with them. They might be too hard on your turf though.

Good luck with the tractor service, it is kind of like getting married when you buy a tractor. You marry the in-laws (dealer) too.






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 10-28-2004, 20:47 Post: 99436
OldSarge424



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 Repair Problems - Is this usual?

They said they put water in the rear tires but when the front tires went flat I didn't see any water around. Also, because of these hurricanes we lost a number of trees. With each tree comes an abundance of sticks, twigs, etc., helping to cause some of the problems with the front tires. Problem is they shouldn't be going flat because I've run over some sticks to small to pick up.

I'll know more tomorrow and post an update. Thanks everyone.






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Discussion Boards > Active Subjects > Messages as Posted > John Deere Review Forum

Thread 99376 Filter by Poster:
AV8R 3 | BrendonN 1 | DRankin 2 | hardwood 3 | harvey 1 | Iowafun 1 | JD855inWI 1 | jedomon 1 | JParker 1 | OldSarge424 6 | reason201 2 |




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