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

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 01-26-2000, 00:00 Post: 12237
Brad H



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 JD Satisfaction Survey

Does Deere ever respond to a customer who has voiced dissatisfaction with their purchase? I completed the survey over a month ago and heard nothing.






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 01-26-2000, 00:00 Post: 12239
Larry in MI.



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I strongly suspect that if you do get a response it will be automated unless it comes from your dealer. Heck, I paid off my interest free loan over a month ago and still have not heard from them. I know it is financial stupidity to pay off an interest free loan early but I REALLY hate making payments. In defense of J.D., I suspect that the other companies are not any better at responding.






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 01-27-2000, 00:00 Post: 12249
Don in Oregon



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Brad, You're just going to have to take my word on this one. Your survey is the absolute best way to let Deere know what you like and dislike about the product, dealer, and anything else you can think of that pertains to your machine. I have personally met the people whose jobs are nothing else other than reading these surveys, noting problems, or suggestions, and making sure they are sent to the proper departments, right down to the factory engineers if need be. And yes, many times customers are contacted directly by Deere in response to survey comments. Many of the standard features and options you enjoy on your machine today are the direct result of customer driven ideas expressed in the surveys. You could make 1000 phone calls and not get the results that the survey will generate. I realize that most people are bombarded with all kinds of surveys, but this one is worth sending in. I offer a new hat to my customers who complete theirs. Deere always sends a copy back to the dealer, unless the customer asks them not to. They also get a little upset with a dealer when no survey is sent back at all. (one more reason to offer a new hat)
Happy surveying!
Don, J.D. Dlr.






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 01-27-2000, 00:00 Post: 12253
Terry



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 JD Satisfaction Survey

Don how do go about sending a survey to Deere, I am very interested in send one in. Thanks Terry!






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 01-27-2000, 00:00 Post: 12279
Larry in MI.



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Don, that was a nice answer. But back to the original question, do they ever respond to the customer that submits a negative survey???????????? Not trying to be difficult but I suspect my original response was correct.






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 01-28-2000, 00:00 Post: 12288
Don in Oregon



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Larry, as I said in my original post, "Yes, many times customers are contacted by Deere in response to survey comments". This contact is usually made by the selling dealers' Territory Aftermarket Manager. The selling dealer is also usually included in these meetings.
Terry, Deere usually waits about six to eight months after you buy your tractor to send out a survey. They want to make sure you've had time to put some hours on the machine before they ask you about it. Brad, it usually is about 60 days from the time you submit your survey until it is returned to the selling dealer. At this time, the dealer should contact you if there is a problem. Don.






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 01-29-2000, 00:00 Post: 12342
Larry in MI.



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Don, I hate to be a pain but you still have not answered the question directly. Does JD respond to customers that have sent a NEGATIVE response to a survey?? Your answers have implied that JD does respond to such surveys and an inference could logically be made, but you have not yet made a direct statement about JD's willingness to respond to a NEGATIVE customer survey. If JD does respond to NEGATIVE customer surveys then simply state that.






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 01-29-2000, 00:00 Post: 12343
Don in Oregon



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OK Larry, I have personally seen J.D. respond to customers who have submitted a negative survey. I can't be any more direct than that. I don't directly represent Deere and Company, nor can I predict what actions they will take. I just sell their product. I'm not trying to jerk anyone around here, I'm simply trying to provide the best answers I can to people on this board based on my own experience. Don.






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 01-30-2000, 00:00 Post: 12345
Larry in MI.



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Hi Don, thanks for the answer. Sorry if I ruffled your feathers, sometimes I am a bit too detail oriented. By the way, I did get my payoff notice on the 4100 yesterday.






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 01-30-2000, 00:00 Post: 12368
Brent Lowe



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Deere does support their product and take care of their customers. I am speaking from experience. In December of 1998, I purchased a 4300 MFWD, Collar shift transmission, and a 430 loader. We were hit with a blizzard in January and I was having a ball plowing my driveway, which is several hundred feet long and has a tendancy to drift over and fill in with snow. I was bragging at work about my "unstoppable" compact tractor. We had so much snow I was piling it up with the loader. I was cleaning up a few inches of fresh snow a week or so later when my tractor popped out of gear while pushing some snow in reverse with the rear blade. I tried every gear and all three ranges and no luck, the tractor would not move. Needless to say I was in shock. I called my dealer and he picked up the tractor that same day. The problem was a snapring which was not seated allowing a gear to slide out of position. Within a week the tractor was fixed and returned. I was mortified that my brand new tractor with approximately 9 hours on it had been split in half. Spring came and it was time to use the PTO. I hooked up a borrowed post hole auger and proceeded to pop my first hole in the ground without using a shovel. I was about 12 inches into the ground when I noticed hydraulic fluid shooting out of the back of my tractor. I shut it off and jumped off to take a look. A freeze plug next to the PTO had blown out and some roller bearings and pieces of what used to be a plastic cage were laying on my lawn along with a few gallons of hydraulic fluid. I walked to the house and phoned the dealer. I was not happy. I proceeded to tell him what happened and demanded either a refund or a brand new tractor. Obviously, this one was built on a bad day as this was my second major failure in under 20 hours of operation. The dealer said that JD had what was called a JD Promise and would take the tractor back and give me a brand new one. I was skeptical, but was pleasantly surprised when I received a brand new tractor three days later. As for the Satisfaction Survey, I filled out a rather scathing survey about initial quality but was never personally contacted by Deere. I still have one problem that the dealer has not been able to fix on my new tractor. It occasionally grinds when you shift from neutral into (any) gear. According to the dealer Deere is aware of this problem and is working on a fix. Don, is this true? Any more info you can offer such as when the fix will be available? The initial quality problems tainted my whole experience. However, if I could get the transmission fixed I would be very happy with my tractor.






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

Thread 12237 Filter by Poster:
Brad H 2 | Brent Lowe 2 | Don in Oregon 6 | john 1 | Larry in MI. 4 | Mark A. Holt 1 | Terry 1 |

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