Customer service...

[D2Cat]

Yep, life is pretty simple. You get what you sow, more then you sow, later than you sow!

Just doesn't make sense. A business has an advertising budget. They spend the money on print, radio, TV...somewhere, and when it brings in a customer they try their best to run them off!!!!!

 

[Daren Todd]

Been fighting with the local green dealer. Went over to pick up a piece of equipment last week. Mind you, we showed the tech what the issue was. The throttle arm on the injection pump would flop back and forth. They were getting a code popping up when the tech went to start it. Mechanically governed engine so they couldn't hook a computer up. Tech spent three hours trying to hook it up anyway. Still hadn't worked on the injection pump.

Stopped by to check on it and he had the wiring harness disconnected and torn apart Asked the tech why he was messing with the wiring when we sent it over for the flopping throttle control. Thats when they told me what the code was. Took under thirty seconds for me to disconnect the coolant level shut down sensor. It was disconnected when we sent it over too them since it's mounted to high on the radiator Tech hooked it back up!!! Then couldn't figure out why he was getting the code

Fast forward, picked the unit up and the bill was 18 hours for a bloody governor spring. The service manager had dropped it down the timing cover Tech notes on the bill read like an abbott and costello skit someone at corporate went ahead and paid them the 18 hours

Stopped by to check on another piece of equipment they had today. Needed to pressure relief valves on the fuel system. Tech didn't follow deere's directions for replacing the relief valve. Which the one they skipped, was flushing the fuel lines and fuel system before installing. Ran for five minutes and the new pressure relief valve crapped out. Deere corporate won't warranty the part since the tech at the dealer bypassed steps on the install. Dealer is trying to charge us for a second relief valve at $580. I told the service manager I had no problems with how many valves they use to get it fixed. I'm only paying for one valve though I think it's time to start bussing my equipment 30 miles and using the other dealer in our area

 

[Tooljunkie]

Big shop techs,striving to make the big bucks. Cut a few corners and make bonus every week. I never made bonus ever. Didnt care either.
Been working at home 11 months, still paying the bills,people still coming back.
I have been trying to keep track of my hours, but not really doing so good. Figure i work about 90 minutes for every hour i charge. Fine by me, im not running my butt off to make someone happy. They seem satisfied with the bill as am i.
Kia/hyundai dealer is 130/hour. How far does this shop rate have to climb before something implodes?
Im thunking not much longer.

 

[Daren Todd]

Tj, I do the same thing in our shop. Not working for myself, and being in a specialty buisiness the shop rates are $105. I don't charge someone for something I broke or burned up period. If I'm having trouble figuring out something, I don't charge for my learning curve either. Especially if the answer ended up being a stupid and simple 5 minute fix.

It about floored me today when the service manager told me his guy didn't follow Deere's procedures and burned up a $580 pressure relief valve and expected me to pay for it since deere wouldn't warranty the sensor they just installed It went down hill pretty quick when I asked if he had been drinking the bong water

 

[speedymph1000]

I've got about 100 bad customer service stories, but not this time. I have to give a shot out to the dealership I bought My L3901 from. Beshears tractor in Oxford Al is a great dealership with very friendly and informative staff, they really did take care of me and it took me several months price shopping and deciding what I wanted and after about 3 month of not stopping by this place, the salesman that I had talked to walked out and met next to My new tractor and asked was I ready to take it home yet. I did! He delivered for free as well. Just a couple days ago I went to My mail box and had a package in it from them. They sent me some key chains and pen a new hat a discount card for purchases and a letter thanking me for doing business with them. It really made me feel good that a dealership doesn't end its customer service when the sale is over. Thanks again to Benji Turley and the rest of the staff at Beshears tractor!!!!

 

[Daren Todd]

Here's an experience my wife had today. She's been looking at campers, checking face book and craigslist. Well, she found one on Facebook that looked really promising. So she messaged the guy asking if we could come look at it tomorrow. Instead of responding, the guy liked her post Guess he's not really interested in selling it

 

[ipz2222]

Had a previous customer come in today needing his transmission rebuilt in a 2007 chevy hd. I had worked on his dodge truck 3 years ago. I very apologeticly explained that my tech was haveing his hand operated on next week and I already had a lot full. Told him if he wanted to leave it, it may take a week or two to get to it but if he could wait untill my tech got back to work, we could get the job done it 3 days. His response,, I'll wait, no one else is working on my truck. I must have done something really good 3 years ago.

 

[Tooljunkie]

Had a previous customer come in today needing his transmission rebuilt in a 2007 chevy hd. I had worked on his dodge truck 3 years ago. I very apologeticly explained that my tech was haveing his hand operated on next week and I already had a lot full. Told him if he wanted to leave it, it may take a week or two to get to it but if he could wait untill my tech got back to work, we could get the job done it 3 days. His response,, I'll wait, no one else is working on my truck. I must have done something really good 3 years ago.

How does it go, Proof is in the pudding.
Local trans shop honored a one year warranty two plus years after....
I reccomend him on a regular basis. I dont get involved, he likely would offer discount to me, but i prefer its all on his hands.

 

[hodge]

To keep a long story short, I drill a LOT of holes building stabilizers. I dull a LOT of bits. I bought a Drill Doctor 750X to keep them sharp, and it has worked. The alternative is a lot more expensive, so the DD is sufficient.
But, the collet has started walking on the shaft, so that the grinding wheel isn't in the correct position.
I contacted Drill Doctor. I let them know that I bought it new, but off of a private individual. I wasn't expecting anything from them, but rather any ideas to correct it. They have mailed out a brand new unit, and all of that was within 24 hours of the initial contact.
That is solid customer service.

Sturm and Ruger deserves praise, too. I had to send in a 1911 because the slide was rubbing on the dust cover. Within 6 days, they received my gun, installed a new slide, and it was back in my hands. All under warranty, all without costing me a dime.

Good news of stellar customer service should be shared. They deserve the positive word.

 

[skeets]

Wish I would have had that kind of service with Remington, not only did they loose my rifle when, the y found it and FIXED it sent it back the dayum thing wouldnt work at all,, I had to work on it my self.. last one I ever buy

 

[ShaunRH]

I've kind of struggled with this topic because I've been on both sides of it. To me it really comes down to the assumption of 'reasonability' on each side. A vendor (dealer, whatever) that won't even return calls or do the smallest thing for a customer is something we all know and recognize as bad customer service.

Consider the other side, a customer that expects you to warranty something they've clearly abused or damaged. One that constantly calls you a hundred times for that same question they wouldn't have to call for if they just wrote down the answer. A customer that expects you to include everything, even if you are the lowest priced provider around and it would take any profit you make out of it to give it to them. Etc. etc. etc.

So, I'm not saying any of us are like this, but these people do exist and their needs can be a tad unreasonable. Then if they don't get their way they go post negative reviews on Yelp and other review services and the poor vendor hasn't done anything wrong.

So reasonability has to exist on both sides for "Good Customer Service" to exist at all. Just something to keep in mind.

 

[Lil Foot]

Customers can definitely be a$$holes. My second job when in high school was to manage the Hardware department for a store called Smitty's Big Town, a combined department store/grocery store that was decades ahead of everyone else. We sold high-end Mclane front throw reel type mowers for about $370, with a $15 assembly fee if the customer wanted it assembled. A guy came in, bought a mower, & insisted that we assemble it free. I refused, and he demanded to see the store manager. Store manager told me to assemble it for free just to get rid of the guy. Two weeks later, he came back & wanted a new one, assembled of course, because he didn't like the way it cut. I took it outside & it cut flawlessly. I refused to replace it & offered a refund. He called the corporate office, and I was told to give him a new one. (assembled for free, of course) I worked there almost two years, and every two weeks he brought the mower back & demanded (& got) a new one. The supplier, of course, refused to take them back because they were not defective & now used. They were going to count against my department's & the store's inventory, so at the end of the year, my boss had them trucked to the corporate office. I left soon after that. The corporate decision that "The customer is always right, give him anything he wants" is probably why the company is no longer around.

 

[Tooljunkie]

Shaun, given a few moments i could name off people that were exactly like that.

Guy complains about the price of a tube of gasket adhesive,owner pushes tube across counter and says take it for free then!
Customer refused claiming he would get charged for shoplifting. Ol bugger was just in there for an argument.
Never took the tube.

Still see him around, still dont like him.

 

[hodge]

Wish I would have had that kind of service with Remington, not only did they loose my rifle when, the y found it and FIXED it sent it back the dayum thing wouldnt work at all,, I had to work on it my self.. last one I ever buy

Remington, and any of the brands under their name (like Marlin)- steer clear. They have a horrible reputation for both quality, quality control, and customer service.

 

[85Hokie]

"Sturm and Ruger deserves praise, too. I had to send in a 1911 because the slide was rubbing on the dust cover. Within 6 days, they received my gun, installed a new slide, and it was back in my hands. All under warranty, all without costing me a dime. " - HODGE

I bought a Ruger - SR9c privately - almost brand new....

shot it with "good" ammo
had a few fail to feeds, and a rare fail to eject....
go online to their website, send them an email...
24 hours or less - THEY CALL ME ON THE PHONE!!!!!
SEND ME A shipping label - I make a box, send it back at 6:00 am in a dropbox on a Monday......(this is going coast to coast) Make a call back on Friday.....just to say hey "ya'll get my gun yet?" -- on hold for about 10 second - "yes sir, fixed and shipped yesterday - should get it Monday." I was floored - thanked the gent big time and Monday came, gun, letter thankkkking me and a cute little cleaning rag and sticker!

GREAT service should be mentioned!!!!! OK - I only own 4 rugers now.......funny how that works great service = more product buying!!!

 

[William1]

My local Kubota dealer has been tops too.
Land & Coates in Powhatan, VA.
Told them what I wanted. No games, came right back at me with a great price. Gave me free delivery. Filled the tires for free.
Had minor warranty issues, I told the we'd get them to look at it some time, I just wanted them to be aware of it. No, they went ahead, based only on my comments, got the parts and sent a guy out to put them on.
Told me all the servicing tricks to make ownership easier.

Local Lowes. Bought a cheapo weed wacker, Used it a few times, it was a pain to start. A year later, I was talking to the store manager. He told me to bring it in and he'd refund my money. A YEAR later. This store has several times done stuff like this for me. The local Home Depot will not even special order anything (Lowes did not carry the brand I wanted).

I'd say my customer service experiences have usually been on extreme or the other. Fantastic, above and beyond expectations and some that has been downright shameful. Accordingly, some companies have erned my dedication to doing business with them, even if they might be a few dollars more and a few, I would not ever consider no matter what.

 

[BadDog]

Without going into too many details, I had a similar great experience with Ruger. Back around 1991 I had a variety of guns acquired over the years, and I bought a little plinking pistol new from them; a Mark II 10" slab side (call "match", or "competition", came with scope rings and I had heard great things "out of the box"). It was pretty nice, but the trigger wasn't as good as I heard/expected, and it frequently failed to hold the bolt back when the magazine was emptied. New gun, so contacted Ruger and expressed my disappointment. Same experience, they shipped it back, fixed the problem, and had a "match trigger" upgrade done and full tune to the same specs and by the same people who did their sponsored team's guns (or so they told me). I can't describe how wonderful that gun shoots. The trigger was definitely different from the original. It's light, but you can just feel it take up, then a smooth predictable crisp "snick" and it's down range. Somewhere I've still got the QA report specs for all the critical parameters. Now, every hand gun I own is Ruger, and I've never had cause to be disappointed since then...

 

[Lil Foot]

Here is a happy ending customer service tale, could not get some R1 tires mounted, complete thread here:
http://www.orangetractortalks.com/forums/showthread.php?t=22452

UPDATE:
The tires are mounted! I can't thank tiredguy (Al) enough for sticking with me through this problem. He spent a good deal of his time & effort putting me in touch with the right people to get this solved, without the possibility of profiting from the situation. A class act, I wish we weren't so far apart, so I could take all my tire business to him.
I must also thank Adam & William from Carlisle Tire, and Rob & Jayson from S&S tire in Peoria AZ, who mounted the tires at no charge.
After many e-mails & phone calls, exchanging drawings, pics, dimensions, & technical data, the decision was made to re-try mounting the tires at an experienced, knowledgeable shop that deals with tractor, skid steer, implement & even aircraft tires on a regular basis. They sent me to S&S Tire.
Turns out the whole problem was not enough of the proper lube. S&S mounted the tires effortlessly, and explained that tires such as these need LOTS of FULL STRENGTH mounting lube, as they are just tighter & stiffer than passenger car tires and the like. I have been without the use of the tractor for almost a month, and had been envisioning all sorts of expensive, nightmare endings to this story.
I now have a much elevated opinion of Carlisle Tire, S&S Tire, and of course, tiredguy. I think from now on he is Mr tiredguy, or maybe even Sir tiredguy. Thanks again Al!