Which dealers give good service and which don't

Cowabunga · Jun 24, 2020

traineefarmer said:
As helpful as a thread like this has the potential to be, we must remember that bad employees and managers come and go and even the best can have an off day and be very unlucky if they happen to serve a vocal complainer on that day.

I'm currently having difficulties with a company with an impeccable reputation for excellent service that has been trumpeted by myself and many others on here. I have been billed for parts not received, received parts that I've not ordered and having returned them can't seem to get a credit raised.

Past experience assures me (I hope) that they won't let me down and will get it sorted in time, but if it was my first time dealing with them, it would also be my last. If I was to name them on a public forum, the harm done would be undeserved to what is usually such a helpful and hardworking team.

It's what I've been saying for years. It's a 'People Thing'. When you deal with all companies you are dealing with real people and people come and go and people vary. However it comes down to management to ensure standards of service, but here again the same thing applies. Sometimes you might even have a varied experience because someone was having a 'bad day'. It happens. We are all human.

Dave W · Jun 24, 2020

Cowabunga said:
Was that under RECO as a distributor? Can't see RECO as having been particularly generous with their warranty approvals.

Sounds like a heard on Facebook so must be true story

Robt · Jun 24, 2020

I know the ex reco warranty manager very well. I'll take your story with a pinch of salt......

Gapples · Jun 24, 2020

startinghandle said:
How common was it with other dealers to make bogus warranty claims?

Well, I was the foreman/service manager for about 12 years, with 3 different companies.
The first company & last company were sound as a pound, I was never asked to "invent" warranty claims.
Besides I'd been told a few times on service manager conferences that IH, CaseIH & also Claas were doing spot checks.
They were allegedly phoning customers to check certain jobs had been done, perhaps some of you guys can confirm this IS indeed the case ?
Anyway, warranty is a dead loss for dealers as most probably realise, it also takes up a fair % of a dealers workshop time.
This made it difficult to make serious profits required to run a workshop as many customers ran a mile once machines were out of warranty due to parts & mainly labour costs.

So, there was a time I was asked to "make up" warranties to ease the situation, make better profit, the theory being manufacturers have plenty money & dealers don't ( we all know this is utter rubbish )
I refused, explaining it was fraudulent, when pushed further I said ok, I'll make up the warranties but I'm NOT signing them off, I said to the gaffer he'd have sign them off, to my surprise ( NOT ) it was decided I was correct after all, it was fraudulent & the dealer could wind up in court.
PS
I'd already been told by a manufacturer that the person signing false warranty would the one in court ...

The moral of the story is always be honest to yourself, the truth may not be what everyone wants to hear, but it's the truth & in the end they'll respect you for that.

Robt · Jun 24, 2020

Gapples said:
Well, I was the foreman/service manager for about 12 years, with 3 different companies.
The first company & last company were sound as a pound, I was never asked to "invent" warranty claims.
Besides I'd been told a few times on service manager conferences that IH, CaseIH & also Claas were doing spot checks.
They were allegedly phoning customers to check certain jobs had been done, perhaps some of you guys can confirm this IS indeed the case ?
Anyway, warranty is a dead loss for dealers as most probably realise, it also takes up a fair % of a dealers workshop time.
This made it difficult to make serious profits required to run a workshop as many customers ran a mile once machines were out of warranty due to parts & mainly labour costs.

So, there was a time I was asked to "make up" warranties to ease the situation, make better profit, the theory being manufacturers have plenty money & dealers don't ( we all know this is utter rubbish )
I refused, explaining it was fraudulent, when pushed further I said ok, I'll make up the warranties but I'm NOT signing them off, I said to the gaffer he'd have sign them off, to my surprise ( NOT ) it was decided I was correct after all, it was fraudulent & the dealer could wind up in court.
PS
I'd already been told by a manufacturer that the person signing false warranty would the one in court ...

The moral of the story is always be honest to yourself, the truth may not be what everyone wants to hear, but it's the truth & in the they'll respect you for that.

Hang on... two very good honest and truthful written posts on TFF , the sun is shining, covid-19 restrictions are being lifted... I must be dreaming....

Wombat · Jun 24, 2020

Robt said:
Hang on... two very good honest and truthful written posts on TFF , the sun is shining, covid-19 restrictions are being lifted... I must be dreaming....

There will be agreement on the best pickup next

Robt · Jun 24, 2020

The world has gone mad!!!!!

Cowabunga · Jun 24, 2020

Wombat said:
There will be agreement on the best pickup next

NEVER!

startinghandle · Jun 24, 2020

I have just remembered something I heard several years ago about the local mf dealer....
A farmer had problems with brakes on his tractor and was very surprised to be told that it would not be covered by warranty as his trailer brakes were faulty
However when he enquired with manufacturer he was told the dealer had been paid !!!!

Robt · Jun 24, 2020

startinghandle said:
I have just remembered something I heard several years ago about the local mf dealer....
A farmer had problems with brakes on his tractor and was very surprised to be told that it would not be covered by warranty as his trailer brakes were faulty
However when he enquired with manufacturer he was told the dealer had been paid !!!!

you do have have good hearing ...

startinghandle · Jun 24, 2020

Robt said:
you do have have good hearing ...

This was told to me by a one man band mobile mechanic who knows the farmer

neilo · Jun 24, 2020

Cowabunga said:
One dealer in the area used to pin bounced checks prominently to the wall behind the counter so that all could see. Along with the names of anyone who had not paid by the sixth month after invoiced. Didn't seem to do his business any harm.
Wouldn't be acceptable these days.

Still a few pinned up in Concord Hydraulics in Newtown, most with ‘this is theft’ or similar written across them.

That’s a company that’s always been very helpful too, and reasonably enough priced.?

Willie adie · Jun 24, 2020

A dealer up my way phoned me to say they werent happy I had said they were as much use as a one legged man in an arse kicking contest, said it gave them a bad name,
Tbf they don't need my help to achieve that

Shutesy · Jun 24, 2020

startinghandle said:
I have just remembered something I heard several years ago about the local mf dealer....
A farmer had problems with brakes on his tractor and was very surprised to be told that it would not be covered by warranty as his trailer brakes were faulty
However when he enquired with manufacturer he was told the dealer had been paid !!!!

You dont half hear a lot of things, that you remember from years ago, told to you by someone who heard it from someone else ......

startinghandle · Jun 24, 2020

Shutesy said:
You dont half hear a lot of things, that you remember from years ago, told to you by someone who heard it from someone else ......

Yes

john432 · Jun 24, 2020

Willie adie said:
A dealer up my way phoned me to say they werent happy I had said they were as much use as a one legged man in an arse kicking contest, said it gave them a bad name,
Tbf they don't need my help to achieve that

You must be from my area ?

Willie adie · Jun 24, 2020

No I'm not it appears

Jack Russell · Jun 24, 2020

I would second the support RFS vice is superb. Also GT Bunnings. They are fantastic in their support of the product and client.

Cowabunga · Jun 24, 2020

Jack Russell said:
I would second the support RFS vice is superb. Also GT Bunnings. They are fantastic in their support of the product and client.

I thought that they had a retail business not a professional services business.
Machinery dealers are like your local Tesco. They have 'customers', not 'clients'.

Chae1 · Jun 24, 2020

startinghandle said:
I have just remembered something I heard several years ago about the local mf dealer....
A farmer had problems with brakes on his tractor and was very surprised to be told that it would not be covered by warranty as his trailer brakes were faulty
However when he enquired with manufacturer he was told the dealer had been paid !!!!

Have had the same thing happen to us, not brakes though. Spoke to manufacturer at highland show and they said they'd paid out on it.

Which dealers give good service and which don't

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