cub cadet poor customer service

[ILENGINE]

Was the dealer that out of it? The caster bearings are 6205-2RS 1" and the wheel were 6205-2ZNR bearings. All they had to was measure the bearings and order the generics. And if they couldn't the wheel plain metal shields they could have subbed 6205-2RSNR with the seals are rubber coated.

I use a lot of bearings from a large bearing supplier. They usually have them in stock and are a few days out provide I use UPS and not USPS.

I believe it is difficult for many people to think outside the box. Substituting the bearings would probably “void the warranty”, but get the machine right and able to use.

Cub Cadet is not known for commercial equipment. I have seen their commercial zero turns and they seem as well built as any of the competitors. Customer service in general these days has gone down, not just with outdoor power equipment.

I can understand the fustration but SBD has been known to contact dealers distributors to find out if the dealer actually ordered the parts from their authorized distributor. or request copies of the parts invoice as part of warranty procedures. Failure to provide proper documentation has resulted in warranty chargebacks and termination of dealers for filing fraudulent claims.

So the dealer could of substitutes aftermarket bearings, but couldn't file a warranty claim using the aftermarket parts, and using aftermarket parts while claiming to use OEM parts on a warranty claim can have legal issues.

 

[GearHead36]

At about two years at about 900 hours the front wheel bearings went out.

Wow! Did you keep them greased? If they were covered under warranty, then I'd have to guess that there is a problem with them. I have a Pro Z 100, likely with the same wheel bearings. It's WAY out of warranty. Should I buy a spare set of wheel bearings?

 

[StarTech]

I can understand the fustration but SBD has been known to contact dealers distributors to find out if the dealer actually ordered the parts from their authorized distributor. or request copies of the parts invoice as part of warranty procedures. Failure to provide proper documentation has resulted in warranty chargebacks and termination of dealers for filing fraudulent claims.

So the dealer could of substitutes aftermarket bearings, but couldn't file a warranty claim using the aftermarket parts, and using aftermarket parts while claiming to use OEM parts on a warranty claim can have legal issues.

You just told me how to get around the warranty issue. I not going to explain this but it how I had to work around warranty issues.

In some cases it is better to just get the customer up and running at their cost instead letting them do more expensive damage. Common sense does come in play. I would suggest the customer pay the part costs and I eat the labor if I sold the machine. For a commercial customer downtime is money wasted and money lost. Besides it bring in more profitable work.

I have one customer that would not even let JD touch his mowers under warranty. He just carry the old bad parts in and exchange them then have me install them It either that or have his mower down for a couple months.

And SBD can be a bunch of jerks too. I needed four MTD parts for a Hustler Super Z and distributor refuse to sell them to because there is CC dealer in the area. I manage to find someone that was willing to sell them to me anyway at a reasonable cost. And some of the parts on the particular Super Z are MTD parts. What Hustler was doing was buying from MTD and then doubling the price.

 

[ILENGINE]

You just told me how to get around the warranty issue. I not going to explain this but it how I had to work around warranty issues.

In some cases it is better to just get the customer up and running at their cost instead letting them do more expensive damage. Common sense does come in play. I would suggest the customer pay the part costs and I eat the labor if I sold the machine. For a commercial customer downtime is money wasted and money lost. Besides it bring in more profitable work.

I have one customer that would not even let JD touch his mowers under warranty. He just carry the old bad parts in and exchange them then have me install them It either that or have his mower down for a couple months.

And SBD can be a bunch of jerks too. I needed four MTD parts for a Hustler Super Z and distributor refuse to sell them to because there is CC dealer in the area. I manage to find someone that was willing to sell them to me anyway at a reasonable cost. And some of the parts on the particular Super Z are MTD parts. What Hustler was doing was buying from MTD and then doubling the price.

I have probably played the same game.

 

[[email protected]]

Had a warranty issue with my commercial zero turn ProZ500 54inch deck.Wanted to dispute decision not to cover replacement of both front forks.I called 3 times each time they said a supervisor was not available and will call me back. Never received a callback ended up paying $767 for the parts and repair.Other problem is they don't deal directly with the dealer only go through distributors which takes several weeks or the two months it took to get wheel bearings.My dealer never got the ordered parts from the distributors but had to find other dealers with the part and get it from them.They can get other brands parts within days.Good luck with commercial Cub Cadet!

Several things make me think this is FAKE. First off, you bought the thing from a DEALER so your contract is with the DEALER and the DEALERS contract is with CUB CADET. I have worked for a large repair shop that did factory warranty work. CUB has a clause in the warranty that requires them to give you a borrowed mower once a month to do your lawn OR give you 50 bucks or more to pay someone to cut it. Second - you never tell us the dealer ---- most people want us to know who the turd dealer is. Third - who's in an 800 rush when you have a back up mower? Forth - you can tell the card holder you paid for services you never received. Just tell us who this turd dealer is and I for one will follow up with them. I have experience as a Pro se attorney and the ropes are easy once you know. I know from experience what to do for you but you keep digging this hole deeper and deeper with no receipts as far as who the dealer is and who you spoke to there - say the OWNER for starters. I think this is either BOGUS or you're rich and just want to gripe to the wind. Like the man below says -- He ordered the parts from others and cheaper. You paid 800 for crap that already didn't last. Again BOGUS and it stinks.

 

[RevB]

At about two years at about 900 hours the front wheel bearings went out.Dealer could not get them and after over a month finally got them off another dealer.Several months later the caster bearings went out. I've had several Deere's over the 40 years been in business and never had caster bearings fail.Dealer ordered the parts but I kept using it knowing it could take months. I only have a 36" walk behind as backup.The bad castor bearings ruined the threads on the forks,so Cub Cadet said it was my fault for running the mower (and not letting it sit in the dealership for the 21/2 months it took to get the forks).I only ran it for about 3 weeks than it sat in the dealership until they finally found the forks on ebay. Cub Cadet covered the caster bearings but not the forks and I got customer no service from them.My dealer should have backed me up with them and also failed to mention the earlier wheel bearing were warrantied,been with them 40 years but son in law took over the business,former owner would have covered me.

Bearings are a dime a dozen. The bearing identifier is right on the outside face of the outer race of the bearing. Whatever they charged you for bearings was probably 500% more than you should have paid. And as for 900 hours....sounds like Chinee bearings.

 

[RevB]

I can feel your pain. From a service center observation. Dealers often get caught in the middle, and customers blame the dealer for things that are beyond their control. In other words customers like to blame the dealer for things that the OEM made the decision to deny the warranty.

I never feel bad for the front line folks. Ever.

 

[RevB]

I believe it is difficult for many people to think outside the box. Substituting the bearings would probably “void the warranty”, but get the machine right and able to use.

Cub Cadet is not known for commercial equipment. I have seen their commercial zero turns and they seem as well built as any of the competitors. Customer service in general these days has gone down, not just with outdoor power equipment.

Bearing substitution.....as in same manufacturer and same specs? No mower manufacturer makes their own bearings. So whatever the mower manufacturer uses is the mower manufacturers fault. Even the US manufacturers are sourcing some of their bearings from China. They just happen to show up in a box that says US.

 

[tdal]

Wow! Did you keep them greased? If they were covered under warranty, then I'd have to guess that there is a problem with them. I have a Pro Z 100, likely with the same wheel bearings. It's WAY out of warranty. Should I buy a spare set of wheel bearings?

sealed bearings,only cost me $50 to to change them myself

 

[tdal]

Several things make me think this is FAKE. First off, you bought the thing from a DEALER so your contract is with the DEALER and the DEALERS contract is with CUB CADET. I have worked for a large repair shop that did factory warranty work. CUB has a clause in the warranty that requires them to give you a borrowed mower once a month to do your lawn OR give you 50 bucks or more to pay someone to cut it. Second - you never tell us the dealer ---- most people want us to know who the turd dealer is. Third - who's in an 800 rush when you have a back up mower? Forth - you can tell the card holder you paid for services you never received. Just tell us who this turd dealer is and I for one will follow up with them. I have experience as a Pro se attorney and the ropes are easy once you know. I know from experience what to do for you but you keep digging this hole deeper and deeper with no receipts as far as who the dealer is and who you spoke to there - say the OWNER for starters. I think this is either BOGUS or you're rich and just want to gripe to the wind. Like the man below says -- He ordered the parts from others and cheaper. You paid 800 for crap that already didn't last. Again BOGUS and it stinks.

I've been dealing with this dealer since 1985 in Longwood,FL. They are friends.Was a Deere dealer until Deere got rid of Mom & Pop dealers.My 36 inch Deere walk behind was not good for large properties especially at my age,I work alone with about 30 business and residential customers since 1984.I have the Limited Commercial Landscape Maintenance(Roundup license) and the Commercial Fertilizer Application(BMP license) from the state. Come to work with me in Florida in July or August heat and see if it is fake.