what would you do ???

[mowerman05]

The dealer that doesn't put the customer first is always going to loose no matter what. I think a basic study of economics will show that it is the customer who exchanges his money for the goods and services that a dealership has to offer with the understanding that the dealership will in turn provide quality merchandise and stand behind it once the exchange has been made. Unless I completely misread what the original poster said, he bought a new mower, it doesn't work, and the dealership seems to be less than enthusiastic about satisfying the customer's needs and concerns. He has very patiently waited and initiated the contact with the dealership to check on the progress they are making on his behalf and is less than excited about their response to his concerns.

He's got a machine with 1.6 hours on it, it's been in the shop for 3 weeks, and unfortunately he's been left to wonder what is going on. The customer bought a new machine, it doesn't work as it should, he calls the dealer and explains the problem. The dealer tells him to bring it back. The customer patiently asks about the progress and the dealer "stumbles" for an answer, and the one he give leaves the customer wondering. He asks what would you do, and you tell him too bad, so sad, the dealer wins all the time!


Another poster made the comment about becoming angered, and you then chose to take the dealership's side with a nana nana boo boo, we got the money, you got a broke machine, and now we got your money and your machine, we're gonna' win comments.

If a customer with a valid concern, such as this original poster did with a new mower and slow response from the dealer, it's the dealer that is going to loose, no matter how much money they have in hand. If the dealership is doing what it should in the first place, then there should never be any reason for a customer to become peeved or worried about their purchase in any way shape or fashion. The dealership should see the customer's perspective, and never put the customer in a position of questioning the decision they made, yet that is what has happened with this person.
Bad publicity, word of mouth, pressure from the parent company that doesn't want to be associated with bad service, will put a dealership with an "I got the money and you don't" attitude out of business in no time. Me personally, if I knew of a dealership like that before hand, I wouldn't even step foot in their door, and most likely wouldn't even get the chance because there would be a closed sign hanging in the window. Oh, and you probably shouldn't presume you know what I'm thinking again. You don't know who I am or what I've done in my life. To me, this is the truth of the matter. The customer is human, and has the money the dealership is seeking. The customer must always be treated with respect and the dealership must have a "bend over backwards for the customer attitude" to stay in business.

well said,nice job

 

[reynoldston]

Beleave me I am not on the dealers side but for some reason you don't believe me. That is OK because I don't care. So go to the dealer and blow your top and get all your money back. Use some good hard language at them. Maybe even take them to court. I sure hope you the best of luck on this. I am only telling you what I have come across as a employee at a dealer. I understand what you are telling me for a dealer to keep his business but you are in a dream world and this is not the first time I have seen something like this happen. I don't have a penny invested in this dealer and could care less if they go under. Yes I feel sorry for this customer and he is getting a bad deal I agree, also I am on his side not the dealers. Maybe put this dealers name and address out here would help things along. I am not here to argue but was trying to help so I am sorry you don't understand what I was trying to say. I am not the best person with words like you are and yes you can walk all over me so go for it and tell me how dumb I am. I can see you got a good start at it so keep it comeing.

 

[Carscw]

Home Depot would have gave you a new mower or your money

(( racing is the only sport that you need two balls ))

 

[mowerman05]

you could start a petition on change. org for the dealer to refund your purchase price. seems to work for other things that people have a . I have never started a petition but have seen several that other people started for a lot of different reasons.

 

[reynoldston]

Home Depot would have gave you a new mower or your money

(( racing is the only sport that you need two balls ))

Now there is a advanage from buying from a large company like Home Depot or Lowe's.

 

[Don]

The dealer that doesn't put the customer first is always going to loose no matter what. I think a basic study of economics will show that it is the customer who exchanges his money for the goods and services that a dealership has to offer with the understanding that the dealership will in turn provide quality merchandise and stand behind it once the exchange has been made. Unless I completely misread what the original poster said, he bought a new mower, it doesn't work, and the dealership seems to be less than enthusiastic about satisfying the customer's needs and concerns. He has very patiently waited and initiated the contact with the dealership to check on the progress they are making on his behalf and is less than excited about their response to his concerns.

He's got a machine with 1.6 hours on it, it's been in the shop for 3 weeks, and unfortunately he's been left to wonder what is going on. The customer bought a new machine, it doesn't work as it should, he calls the dealer and explains the problem. The dealer tells him to bring it back. The customer patiently asks about the progress and the dealer "stumbles" for an answer, and the one he give leaves the customer wondering. He asks what would you do, and you tell him too bad, so sad, the dealer wins all the time!


Another poster made the comment about becoming angered, and you then chose to take the dealership's side with a nana nana boo boo, we got the money, you got a broke machine, and now we got your money and your machine, we're gonna' win comments.

If a customer with a valid concern, such as this original poster did with a new mower and slow response from the dealer, it's the dealer that is going to loose, no matter how much money they have in hand. If the dealership is doing what it should in the first place, then there should never be any reason for a customer to become peeved or worried about their purchase in any way shape or fashion. The dealership should see the customer's perspective, and never put the customer in a position of questioning the decision they made, yet that is what has happened with this person.
Bad publicity, word of mouth, pressure from the parent company that doesn't want to be associated with bad service, will put a dealership with an "I got the money and you don't" attitude out of business in no time. Me personally, if I knew of a dealership like that before hand, I wouldn't even step foot in their door, and most likely wouldn't even get the chance because there would be a closed sign hanging in the window. Oh, and you probably shouldn't presume you know what I'm thinking again. You don't know who I am or what I've done in my life. To me, this is the truth of the matter. The customer is human, and has the money the dealership is seeking. The customer must always be treated with respect and the dealership must have a "bend over backwards for the customer attitude" to stay in business.

I really appreciate what you have said, bwdbrn1..... I have tried to keep my composure through out this entire ordeal... I have never experienced anything like this before nor will I ever again. Not at this dealership anyway.
Again thank you for your words....

Don

 

[Don]

Final update: The dealer called me today and said that my mower was ready. I went in and picked it up and nothing was said about sorry about the time that it took or about not updating me on the progress of the repair. Oh but he did say that the pump was Eight hundred and something bucks, as if I cared how much it was.... I told him it should have never happened in the first place.... at which he says," Oh we got a TSB , Technical Service Bulletin on that pump about a week or so after you bought yours....I thought to myself...and mine set in my shop for about three weeks before I ever cranked it up... and you just sat on the TSB??? You know that this model has a problem and when I call and tell you something is wrong you act like that is news to you??? I kept my cool... and thanked him for getting my mower back and loaded it up and brought it home.

I hope that he knows what I look like, because he wont see me again, if I have to trailer that sucker a hundred miles to have it worked on. But you know I'm am beginning to wonder about MTD or Cub Cadet in general as to their customer service. I called them, customer service that is, this past Monday and tried to explain my situation and got about the same song and dance the dealer was giving me.... am I that out of touch with customer service ??? Or has companies just got to the point that they don't care anymore. Build it to sell get it out the door and forget the customer.

Just a little insight on this dealership though... it is run by a nice guy just out of college, with limited knowledge of mowers, but his Dad is the Cub rep for this area and the guy that owns this shop runs one in another town up the road from here.. so this is just really a selling point for the guy that owns the place up the road. That's where they have to take it for service or repairs... and from what I gather the turn around it anything but desirable. I really don't see this place staying around for long unless it is a drop point for all the box stores that sell the consumer brand Cubs that breakdown.
The reason I went to a Cub dealer is because I have had good service out of a 2135HDS for years, and the new GT2000 can only be bought at the authorized dealers.

Thanks to all that gave me a response to this situation, I hope to be able to contribute in a more positive way in the future....

Don

 

[Carscw]

Man I would gladly go see this dealer for you.

Go get your mower and go find a new dealer.

Make a sign and stand out front

A big box store would have gave you your money back or a new mower the same day

The only dealer I go to is a small shop I will never go to a big dealer.

(( racing is the only sport that you need two balls ))

 

[Rivets]

I would print a copy of this thread and send it to the head of customer service and support at Cub Cadet. I would request an answer back from them and tell them if you do not receive one, you will forward this to the CEO of Cub Cadet. By do it this way your will by pass the area rep (dad) and it should get some attention. They definitely won't like to see this being posted on the Internet and someone should contact you. It may not help, but it will tell you if Cub is really interested in the customer or the $$$$.

 

[reynoldston]

As I see it it , it didn't turn out any different then I said it would. You buy it you own it. Now if the dealer had taken this mower back just what would he do with it? He would still have to sell it. Now its OK for the next person to own it? I know no one believes me I have worked for dealers as a mechanic for over 25 years and I have never seen it happen any different. Not saying there might be some dealers that would give you a new different mower but not any I have worked for. Also I am not on the deals side just telling you what is a true fact but I see it is very hard for some of you to see this.