Warranty Service.. Not Happy..

[OrangeKrush]

So my tractor went in for minor warranty work.. with the biggest item being the FEL out of level. I was on the waiting list for months because they were backed up.. no biggie, people had more important things they needed done so I waited patiently. They told me they would call when they were able to get it in and out so it wasn't sitting around.

They had it for 8 days and adjusted the fel, suppose to straighten headlight lens that did not fit properly and check and top off fluids. Well they did not straighten the lens in the light pod but instead sanded and buffed the edge of the lens so that it was not sticking out anymore., it was out enough to catch your hand on the edge and possibly slice it open. It should have been shimmed over to get it fitted to the pocket it sits in, and that's actually what I was told would be done.

Ok here's the worst part.. I'm very picky and my tractor was waxed up with only24.4 hours on it and not a scratch! With what they done should have maybe taken 4-5 hours tops if they just got it in and done it. Well my tractor had 26.2 hours on it when I got it back and scuffs and scratches. The front tires when it left my house still had the ridges on the edges no wear at all! Now the outer edges are worn like it was worked Hard or they let some kid hot rod it around the paved lot as demos.. I don't know but when they brought it back it was in 4x4 in High gear. That's the part that worries me the most.. what kind of damage could that have done if it was in 4x4 and being driven on pavement making sharp turns consistently? I know it's not good., they used over a quarter tank of fuel.

I'm not sure how to go about it.. call and raise hell and chance them not wanting to deal with me anymore or leave it alone? I already talked to them about the headlamp deal and they said ITS a TRACTOR! and something along the lines of Kubota doesn't build them to be perfect! Wish I would have never let them take it in, but thought they could be trusted to do the right thing. Any suggestions?

End of Rant..

 

[lynnmor]

Why are you worried about future service there? That is one place to avoid. Do everything yourself and simply pay if need be, it ain’t worth the hassles with dealers and that goes for car, truck and tractor work.

 

[JimmyJazz]

So my tractor went in for minor warranty work.. with the biggest item being the FEL out of level. I was on the waiting list for months because they were backed up.. no biggie, people had more important things they needed done so I waited patiently. They told me they would call when they were able to get it in and out so it wasn't sitting around.

They had it for 8 days and adjusted the fel, suppose to straighten headlight lens that did not fit properly and check and top off fluids. Well they did not straighten the lens in the light pod but instead sanded and buffed the edge of the lens so that it was not sticking out anymore., it was out enough to catch your hand on the edge and possibly slice it open. It should have been shimmed over to get it fitted to the pocket it sits in, and that's actually what I was told would be done.

Ok here's the worst part.. I'm very picky and my tractor was waxed up with only24.4 hours on it and not a scratch! With what they done should have maybe taken 4-5 hours tops if they just got it in and done it. Well my tractor had 26.2 hours on it when I got it back and scuffs and scratches. The front tires when it left my house still had the ridges on the edges no wear at all! Now the outer edges are worn like it was worked Hard or they let some kid hot rod it around the paved lot as demos.. I don't know but when they brought it back it was in 4x4 in High gear. That's the part that worries me the most.. what kind of damage could that have done if it was in 4x4 and being driven on pavement making sharp turns consistently? I know it's not good., they used over a quarter tank of fuel.

I'm not sure how to go about it.. call and raise hell and chance them not wanting to deal with me anymore or leave it alone? I already talked to them about the headlamp deal and they said ITS a TRACTOR! and something along the lines of Kubota doesn't build them to be perfect! Wish I would have never let them take it in, but thought they could be trusted to do the right thing. Any suggestions?

End of Rant..

I not familiar with internet/forum etiquette however if you disclosed the name of the dealer it might be helpful to others.

 

[ccoon520]

So my tractor went in for minor warranty work.. with the biggest item being the FEL out of level. I was on the waiting list for months because they were backed up.. no biggie, people had more important things they needed done so I waited patiently. They told me they would call when they were able to get it in and out so it wasn't sitting around.

They had it for 8 days and adjusted the fel, suppose to straighten headlight lens that did not fit properly and check and top off fluids. Well they did not straighten the lens in the light pod but instead sanded and buffed the edge of the lens so that it was not sticking out anymore., it was out enough to catch your hand on the edge and possibly slice it open. It should have been shimmed over to get it fitted to the pocket it sits in, and that's actually what I was told would be done.

Ok here's the worst part.. I'm very picky and my tractor was waxed up with only24.4 hours on it and not a scratch! With what they done should have maybe taken 4-5 hours tops if they just got it in and done it. Well my tractor had 26.2 hours on it when I got it back and scuffs and scratches. The front tires when it left my house still had the ridges on the edges no wear at all! Now the outer edges are worn like it was worked Hard or they let some kid hot rod it around the paved lot as demos.. I don't know but when they brought it back it was in 4x4 in High gear. That's the part that worries me the most.. what kind of damage could that have done if it was in 4x4 and being driven on pavement making sharp turns consistently? I know it's not good., they used over a quarter tank of fuel.

I'm not sure how to go about it.. call and raise hell and chance them not wanting to deal with me anymore or leave it alone? I already talked to them about the headlamp deal and they said ITS a TRACTOR! and something along the lines of Kubota doesn't build them to be perfect! Wish I would have never let them take it in, but thought they could be trusted to do the right thing. Any suggestions?

End of Rant..

If you have proof of the condition it left your house in call the Kubota US Headquarters about the damage and excessive hour buildup and ask for an email to send them the proof.

Either way you should contact them about the headlight lens. Yes it is a tractor and not all are built equal but they hold a tight enough tolerance that the headlight should be able to be adjusted and fit properly. Also 100% agree don't go to them for service anymore unless it is warranty work. A John Deere dealer can properly maintain your equipment with equivalent fluids and that will not void your warranty (MAKE SURE YOU KEEP THE RECIEPTS AS PROOF THOUGH). If they require you to use certain components or fluids to maintain warranty then they are required by law to provide it for free to you.

 

[OrangeKrush]

Why are you worried about future service there? That is one place to avoid. Do everything yourself and simply pay if need be, it ain’t worth the hassles with dealers and that goes for car, truck and tractor work.

I'm hoping I never have to take it back, but if it's something I can't do I'll have to take it in there or I can take it 40 miles farther down the road. I'm not sure how another dealer that I did not buy from would see it.

I not familiar with internet/forum etiquette however if you disclosed the name of the dealer it might be helpful to others.

Ive dealt with these guys for 20 years and never had a problem till now but never had warranty work either. I guess when you're buying their always nice! I mean just the way they treated the headlight deal.. I can imagine how they will react to this accusation! So if I do go back in and they treat me as if I'm making sh!t up.. I might put their name out there.
I know it's only a tractor right!
I told them there's a lot of people that take pride in their tractors and can work them but keep em looking good too.

 

[OrangeKrush]

If you have proof of the condition it left your house in call the Kubota US Headquarters about the damage and excessive hour buildup and ask for an email to send them the proof.

Either way you should contact them about the headlight lens. Yes it is a tractor and not all are built equal but they hold a tight enough tolerance that the headlight should be able to be adjusted and fit properly. Also 100% agree don't go to them for service anymore unless it is warranty work. A John Deere dealer can properly maintain your equipment with equivalent fluids and that will not void your warranty (MAKE SURE YOU KEEP THE RECIEPTS AS PROOF THOUGH). If they require you to use certain components or fluids to maintain warranty then they are required by law to provide it for free to you.

Thanks for posting.. that's the part that stinks, I took pics the morning it left but no proof when they were taken. They recorded the hours when it went in but not when it left.. conveniently.

 

[D2Cat]

Talk to one of the principle owners. Go to the top. Let that person know what you expressed on this thread, the time it was there, what they did and the comment made about "it's just a tractor", scratches and hours, being in 4x4. Maybe you will get some satisfaction, if not find some place else to do business.

 

[OrangeKrush]

Talk to one of the principle owners. Go to the top. Let that person know what you expressed on this thread, the time it was there, what they did and the comment made about "it's just a tractor", scratches and hours, being in 4x4. Maybe you will get some satisfaction, if not find some place else to do business.

Thanks D2.. those were two of the owners that made that comment, both of them. I think the father is the original owner. One son sold it to me, the other runs the maintenance department. I may try talking to the father although it doesn't seem like he has much to do with it anymore.

 

[kubotafreak]

I would get them to give you a new headlight/housing and replace the sheet metal with scratches if they cannot be buffed out. Fix it yourself. You will find the "Tractor mentality" gets thrown around for all US Super Picky people. You will be happier yourself, doing the work. I had to adjust one of mine, the black surround was poking out. As far as the other stuff, you may just need to chock it up as a life lesson on back burner lowest runt fixing things. I brought my L3560 in for warranty one time, they put the wrong loader brackets on the machine. It had la555 brackets and it was supposed to have la805 brackets. Only difference was the external hose mounting. Long story short they stripped 5 loader, or should I say FRAME mount holes. Obviously the "RUNT got the hey go throw these on this tractor. I talked to the service manager and they gave me a full bucket of new bolts, loader brackets, and manuals. I Heli coiled them myself, and lock tight them back. It is stronger than it was originally. I have worked my fair history in service departments, so Im no rookie, and not knocking anyone in the trade. I am just one of those that Knows I will not be happy without doing it myself. The image of the impact stripping out the frame bosses haunts me to this day.

 

[Bmyers]

OrangeKrush,

I have a post around here somewhere about the service nightmare I had with my local dealer. I ended up getting the general manager involved (the owner has several stores throughout the area). They investigated, found that their service department had done a very poor job. Asked for me to give them another chance completely at their cost, which I did.

This time the tractor came back in the manor I would of expected and since then the service has been very good.

So, I would at least take the time to talk to them and let them know the issues.

 

[ccoon520]

Thanks for posting.. that's the part that stinks, I took pics the morning it left but no proof when they were taken. They recorded the hours when it went in but not when it left.. conveniently.

What did you take the pictures with? If you took them with your phone then it will have a timestamp in the picture data which should satisfy most anyone with the condition that the tractor left in. Since you already spoke to the owner of the place and they told you to pound sand, it is time to go up in the food chain in my opinion.

 

[DustyRusty]

I had the service manager of a car and truck dealership give me, "it only a truck" comment when I complained about the scratches in my truck when it went in for its first service. I asked him what truck outside was his truck and he pointed to it, and asked me why I asked. I said that I was going to go out to the truck and key the side of it, since it "was only a truck" and scratches don't matter. He got very upset about my comment, and watched me walk into the showroom to talk to the general manager of the dealership. The general manager agreed that it was a mistake for him to make the comment, and said to leave the truck for the day, and he would make sure that if the scratches couldn't be buffed out, that they would repaint the damage. I told him that if the scratches couldn't be buffed out, that I wouldn't accept anything less than a new truck with a factory paint job. He got the message, and the truck was fully detailed, and was better than when it was delivered. They even topped the tank of fuel off.

 

[OrangeKrush]

I had the service manager of a car and truck dealership give me, "it only a truck" comment when I complained about the scratches in my truck when it went in for its first service. I asked him what truck outside was his truck and he pointed to it, and asked me why I asked. I said that I was going to go out to the truck and key the side of it, since it "was only a truck" and scratches don't matter. He got very upset about my comment, and watched me walk into the showroom to talk to the general manager of the dealership. The general manager agreed that it was a mistake for him to make the comment, and said to leave the truck for the day, and he would make sure that if the scratches couldn't be buffed out, that they would repaint the damage. I told him that if the scratches couldn't be buffed out, that I wouldn't accept anything less than a new truck with a factory paint job. He got the message, and the truck was fully detailed, and was better than when it was delivered. They even topped the tank of fuel off.

I feel the same way about factory paint.. rather have that than repainted. I always dread taking back to the dealer for service on anything.
I actually talked to the main owner today.. basically the same ol speel! He knows they did not scratch my tractor and no one put the 2 hours on it. Said the key must have been left on.. I told him that doesn't explain the almost 3/8 tank of fuel used and my front tires worn in outside edges. He said he would look into it.. yeah right!

 

[kubotafreak]

Are the scratches to the white primer? If they are only in the orange you might be surprised what can be buffed out. A good buffer is worth more than a painter. You may want to take on the buffing yourself... I recommend using the 3m perfect it white and a foam pad.

 

[OrangeKrush]

Are the scratches to the white primer? If they are only in the orange you might be surprised what can be buffed out. A good buffer is worth more than a painter. You may want to take on the buffing yourself... I recommend using the 3m perfect it white and a foam pad.

Thanks for the recommendation on buffing.. yes most are light scratches and can be buffed. Definitely not letting them touch the paint!

 

[Henro]

So my tractor went in for minor warranty work.. with the biggest item being the FEL out of level. I was on the waiting list for months because they were backed up.. no biggie, people had more important things they needed done so I waited patiently. They told me they would call when they were able to get it in and out so it wasn't sitting around.

They had it for 8 days and adjusted the fel, suppose to straighten headlight lens that did not fit properly and check and top off fluids. Well they did not straighten the lens in the light pod but instead sanded and buffed the edge of the lens so that it was not sticking out anymore., it was out enough to catch your hand on the edge and possibly slice it open. It should have been shimmed over to get it fitted to the pocket it sits in, and that's actually what I was told would be done.

Ok here's the worst part.. I'm very picky and my tractor was waxed up with only24.4 hours on it and not a scratch! With what they done should have maybe taken 4-5 hours tops if they just got it in and done it. Well my tractor had 26.2 hours on it when I got it back and scuffs and scratches. The front tires when it left my house still had the ridges on the edges no wear at all! Now the outer edges are worn like it was worked Hard or they let some kid hot rod it around the paved lot as demos.. I don't know but when they brought it back it was in 4x4 in High gear. That's the part that worries me the most.. what kind of damage could that have done if it was in 4x4 and being driven on pavement making sharp turns consistently? I know it's not good., they used over a quarter tank of fuel.

I'm not sure how to go about it.. call and raise hell and chance them not wanting to deal with me anymore or leave it alone? I already talked to them about the headlamp deal and they said ITS a TRACTOR! and something along the lines of Kubota doesn't build them to be perfect! Wish I would have never let them take it in, but thought they could be trusted to do the right thing. Any suggestions?

End of Rant..

Forgive me if I missed it, but what were the hours when the tractor left your place and when it was returned? A couple hours, maybe no big deal. 20 hours, a big deal....

 

[OrangeKrush]

Forgive me if I missed it, but what were the hours when the tractor left your place and when it was returned? A couple hours, maybe no big deal. 20 hours, a big deal....

Yes it was only a couple.. but maybe at most 4 hours worth of work and over 1/4 tank of fuel used.

 

[lugbolt]

Ive dealt with these guys for 20 years and never had a problem till now but never had warranty work either.

you wouldn't believe how many times I've heard that over the last 6 months

I left the dealer exactly 6 months ago fixing to be 7 mos. I wish I'd have left 2 years sooner but I gave them probably a thousand second chances. Finally said I ain't doing this no more and left.

The day I left, or the day after actually, I am getting BLOWED UP (3-10 calls/day) with phone calls from customers that have been doing business with "us" (mostly me) for over 20 years, and I still get calls. Daily. I started working at a power sports dealer (mom and pop), and they're letting me do some kubota work....nothing big though as the shop is not set up for it. Did a steering cylinder rebuild today on an L series. Over at the old place we were directed to replace the cylinder not rebuild it....MONEY. Helped the parts department. A $900 cylinder makes them more money than $150 worth of parts to rebuild it. But the shop loses labor. See how that works? Shop guys were thought of as second rate, when in all actuality if the shop had been as crooked as the rest of the dealer, it'd have been out of business 25 years ago.

Every single person at a dealer is important, right down to the guy who sweeps floors and washes the equipment. Conversely, every single customer is also important whether they need a spark plug or a brand new M8, or they just need a bolt replaced under warranty.

with that said.....

your repair is a nontypical repair, one that will likely not get paid by Kubota, so the dealer could have likely issued the repair to one of the B or C techs, a floor sweeper if you will. That way they didn't have to pull their A tech off of a paying job. It would not surprise me. Secondly a tractor dealer doesn't have a paint and body guy, if that demand comes about typically they have to farm it out, and Kubota doesn't usually pay for it unless there is a defect. Even then, they want dealers to replace parts rather than repair or refinish them. I went through this with a tiny welding job that SHOULD have been a warranty, but it wasn't because Kubota doesn't like people to weld, they want you to replace an entire frame because of a tiny spot weld....makes no sense but whatever.

Stuck in 4x4 won't hurt it. I know people (tractor owners) who don't even know where the 4x4 lever is, they've been in 4x4 since the day they bought it and they still are, 30 years later. I know of an L2500 that is in 4x4, the lever is STUCK, won't move...cause the guy never moved it. Someday I'll have to get it into the shop & free it for him. I wouldn't suggest making a habit of leaving it in 4x4 all the time, but the liklihood that it'll hurt anything in the short term is about 0.237%.

 

[Nicfin36]

If they put it in 4X4 and were making turns on the concrete/asphalt, the drive train system did not have any slippage like on soil or gravel, putting things in a bind. So, that may be the reason you are seeing the wear on your front tires because they were binding during turns.

 

[OrangeKrush]

If they put it in 4X4 and where making turns on the concrete/asphalt, the drive train system did not have any slippage like on soil or gravel, putting things in a bind. So, that may be the reason you are seeing the wear on your front tires because they were binding during turns.

That's what I told the owner.. he assured me no one was doing that!

He also said they were behind and there's no way someone had time to put 2 hours on the tractor.. so I guess someone left the key on and siphened the fuel..