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 01-21-2004, 15:33 Post: 74645
grinder

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 poor customer support

Kubota's customer support stinks.
I have e-mailed them twice with a
warranty question. What do I need to do
to register ? if anything?
Well the first e-mail was sent 11-11 03
I just recieved my response. "Call the
dealer and ask if they registered the sale."
I included all info with my e-mail ser.# mod. etc.
Don't you think they should have been able to
answer me? Took two months to tell me to call the dealer.
I am glad it wasn't something important. Maybe I should
of went green or blue.
"Perhaps this should be in the Hostile bin"






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 01-21-2004, 15:41 Post: 74646
AC5ZO

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 poor customer support

I imagine that it would have been difficult to handle your call any worse, but with respect to warranty...
In most instances you do not have to register to be covered by a standard warranty. It is good to register so that if there is a recall that they can notify you, but many people don't register to avoid spam lists and their warranty is still legally binding on the company. You should keep any documentation (bill of sale or delivery receipt) to show when you got it. When registering it is a good idea to read the Privacy Policy of the company.






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 01-21-2004, 15:45 Post: 74648
kwschumm



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 poor customer support

It's pretty much useless to send emails to JD's customer support department too. They answer quickly, but the answer is always "call your dealer". They could save money by installing a "call your dealer" auto-responder and eliminate the customer service rep. As far as warranty goes, though, they sent me a letter and a hat thanking me for the purchase so I assume my tractor is registered. But AC5Z0 is right, you don't need to register to bind the warranty.






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 01-21-2004, 15:54 Post: 74649
Murf



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 poor customer support

Based on a bit of experience dealing with Kubota (see my pic. # 6) maybe I can offer the following pointers.

First and foremost, call the dealer, calmly & politely explain the situation/question/concern and ask what they can do to help.

If you're not happy with the response then ask to speak to the Area Rep., again politeness goes a LONG way, it's hard to turn down a pleasant person, but easy to hang up on a grump.

Finally, as a last resort, call (not email) the factory, it is hard to ignore a live person, email is a click away from the Recycle Bin.

Finally, as a bit of bargaining power, remember the following points;

- never lose your calm cool manner, let alone your temper.
- ask the person if they think the situation is fair.
- if they say yes, ask them if they would still think it's fair if it was THEIR machine.
- ask them if anyone else has this problem, if they say yes it's not just you, if they say no you may be able to catch them in a lie, which is more good leverage.
- call another dealer and ask them, some dealers are more willing to do things than others.


Best of luck.






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 01-21-2004, 16:41 Post: 74652
grinder

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 poor customer support

What their e-mail said is," that if dealer registered the sale then I'm on file". I just thought that with my ser.#
and a few key strokes, and less than a minute of their time,
they would have tried to confirm it was indeed on file.
It's a poor business practice and a negative first contact
with a new customer.
I am not surprised just dissapointed.
When we have an occasion to bring our new Honda accord in
for anything,we get a call from the dealer and a survey from Honda asking if we were 100 % satisfied.
If the dealership gets anything less than all 5's on a scale of 1-5, they are somehow penalized.(according to the dealer)
Even GMC gets back to me in 24 hrs, on my 2001 piece of Junk!






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 01-21-2004, 17:13 Post: 74656
kwschumm



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 poor customer support

On the one occasion I've had to use Deere service to swap some tires around I got a survey form from JD asking a bunch of questions about the experience and quality of service. Not sure if Kubota does that or not.






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 01-21-2004, 17:27 Post: 74657
Vetcor



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 poor customer support

I sent e-mail to Kubota on a problem with BX23. They got back to me in about 9 days, and said to check with dealer --but it sounded to them like it was assembled wrong. I thought I did good to get a guess out of whoever answered the mail. It turned out to be an adjustment that the dealer showed me how to fix when I stopped in. It was very minor fix, so I was okay with that. They don't seem to put much effort into e-mail or their web pages. The BX23 is still not on it. Man, it would be great to get get parts right off the net. Mercury does it that way with outboard parts and credits a nearby dealer (you choose) with the sale.






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 01-21-2004, 18:02 Post: 74660
lamarbur



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 poor customer support

I had one issue with my Mahindra, and that was the 511 Bradco hoe didn't have enough hydraulics to operate it correctly. A few e-mails to Texas at Mahindra's office, calls to the selling dealer, and wait of 3 weeks (I agreed to the wait) and the dealer installed a newly designed PTO pump and hydro tank system. Now the hoe operates awesome. The experience with Mahindra actually went quite well. THey listened, thought it over, and reacted to my complaint, total time to fix, four weeks..






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 01-21-2004, 18:14 Post: 74661
Art White



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 poor customer support

Grinder, these companies don't always have a easy way to get information from one area to another. I highly stress to all of our customers to contact us first and let us set-up the contacts to find the answer to the problem. They do get a lot of calls that they shouldn't have had to get. There are times our service people can't get to the help we need because they are helping someone change there oil, yes they do get those calls!






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 01-21-2004, 18:23 Post: 74666
gauthier



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 poor customer support

Grinder,sorry to hear of your trouble. I have always had great support from northern on my chinese nortrac. My service contact even sent me pictures of the deer he killed and big crappie he caught,we are on a first name basis. You lose some of that with those big companies I guess,don't worry though,those jap tractors are pretty good now adays. Richard






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Discussion Boards > Active Subjects > Messages as Posted > Kubota Review Forum

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