Kubota Warranty Appeal/Review Procedure

[SDT]

Does anyone know the procedure to appeal the denial of a Kubota warranty claim?

Issue is complicated and lengthy so will not try to explain details here but certainly something that Kubota would not deny if all of the details and the sequence of events were known by a person having the authority to reevaluate the situation. Need to speak with a person rather than a computer.

SDT

 

[motorhead]

I'd call Kubota USA. https://www.kubotausa.com/about/company-information
Call and ask to talk to a customer service rep. Have the necessary info and BE NICE! Ask if there is anything they can do to help you and tell them you want to be a loyal Kubota customer. Are you out of the warranty period or is it just a detail that they are at odds with?

 

[SDT]

I'd call Kubota USA. https://www.kubotausa.com/about/company-information
Call and ask to talk to a customer service rep. Have the necessary info and BE NICE! Ask if there is anything they can do to help you and tell them you want to be a loyal Kubota customer. Are you out of the warranty period or is it just a detail that they are at odds with?

I've already done that.

The tractor is not out of warranty. It was delivered this past May and now has a bit over 20 hours on it.

The customer service rep did not have the authority to escalate it beyond the regional service rep's level and her supervisor was both unhelpful and had an attitude.

It now has a case number and I've composed a letter. Was hoping to avoid that.

SDT

 

[lugbolt]

Warranty has really cracked down on "things" as of the last few months-and for a ton of reasons. That leaves the dealer--or more specifically the warranty administrator--in a pickle. So now instead of writing a claim that says "belt broke" and "replace with new one"...they want to know exactly what the defect was that caused the belt to break. If none could be found, owner's buying a belt-even if it's got 0.9 hours on the meter. They are really going by the book now like they should be.

As far as who to contact, you will call Kubota's customer service line and gripe at whomever answers. If they feel like there's a legitimate issue, they'll get the regional service guy involved, which will then review the claim, talk to the owner, the tech, and the warranty admin, and make a decision from there. If they feel the need to have the equipment brought into the shop, or do a field inspection, they may have to travel to get to the equipment and/or dealership...which can take time (just so you know)-especially now that we're getting close to Christmas time & new years day.

So how's it work? Equipment comes into the shop. Tech gets to it, inspects, reports to the service manager what the issue is. Service manager writes up the RO as such with review of the warranty timeframe/hours/usage limits for that particular equipment, then it gets filed by the warranty admin (which is sometimes the service manager or sometimes even the tech at small dealerships). Then it goes to Kubota through their systems, which then gets reviewed by a warranty person at Kubota, then they make a decision whether or not they're gonna pay for it. Sometimes they don't. Sometimes they do. Sometimes they want more information, pictures, data, diagmaster downloads, and/or a bunch of other things. It used to be really simple. And...to add insult to injury here, the "system" is fixing to change next year and it will get less complicated, yet more strict in what is and isn't warranty.

And on that last note, it will be wise for new owners to fully review the warranty booklet that every piece of equipment should come with. IF an owner doesn't get the booklet or has questions, call dealer and they can get you another one. If that's not an option, you can always go to Kubota's website-all that information is there as well, albeit "buried".

 

[SDT]

Warranty has really cracked down on "things" as of the last few months-and for a ton of reasons. That leaves the dealer--or more specifically the warranty administrator--in a pickle. So now instead of writing a claim that says "belt broke" and "replace with new one"...they want to know exactly what the defect was that caused the belt to break. If none could be found, owner's buying a belt-even if it's got 0.9 hours on the meter. They are really going by the book now like they should be.

As far as who to contact, you will call Kubota's customer service line and gripe at whomever answers. If they feel like there's a legitimate issue, they'll get the regional service guy involved, which will then review the claim, talk to the owner, the tech, and the warranty admin, and make a decision from there. If they feel the need to have the equipment brought into the shop, or do a field inspection, they may have to travel to get to the equipment and/or dealership...which can take time (just so you know)-especially now that we're getting close to Christmas time & new years day.

So how's it work? Equipment comes into the shop. Tech gets to it, inspects, reports to the service manager what the issue is. Service manager writes up the RO as such with review of the warranty timeframe/hours/usage limits for that particular equipment, then it gets filed by the warranty admin (which is sometimes the service manager or sometimes even the tech at small dealerships). Then it goes to Kubota through their systems, which then gets reviewed by a warranty person at Kubota, then they make a decision whether or not they're gonna pay for it. Sometimes they don't. Sometimes they do. Sometimes they want more information, pictures, data, diagmaster downloads, and/or a bunch of other things. It used to be really simple. And...to add insult to injury here, the "system" is fixing to change next year and it will get less complicated, yet more strict in what is and isn't warranty.

And on that last note, it will be wise for new owners to fully review the warranty booklet that every piece of equipment should come with. IF an owner doesn't get the booklet or has questions, call dealer and they can get you another one. If that's not an option, you can always go to Kubota's website-all that information is there as well, albeit "buried".

Thanks, lugbolt.

All of that has already been done.

I am aware that Kubota has recently become much more strict regarding what will be covered by their warranty, and having been both design engineer and warranty analysis engineer for GM in past lives, I understand why.

The perplexing issue here is the denial of this claim is not worthy of the well-respected Kubota Tractor Corporation, and am certain that a Kubota employee having the authority to do so and understanding the entirety of the issue would agree.

I do not fault the Kubota technical representative because he is doing his job and what he has been instructed to do by his superiors. Nor do I fault my dealer. That said, this is certainly not my fault as claimed by the rep.

In any event, my claim now has a case number and I have written a letter, which I will soon mail. I excel at writing and write a very, very good letter.

SDT

 

[CapnDean]

SDT give us some details pal. Your post is waaay short on details. Sounds like your machine should be under warranty. If it is under warranty and you have a manufacturers defect.... then they should repair it.

I bought my L3901 with less than 200 hours on it - DEAD. It would not run. I managed to get it started 1 time and loaded it on my trailer at the sellers house. After that I could not get it to start for anything. Knowing that I gambled on this being a repairable machine I took it into my local dealer. Local dealer could not get it to 'talk' to his laptop. They diagnosed the problem as a bad computer. I knew the machine was out of warranty when I bought it. They filed it under warranty and the tech rep came out to the dealer and inspected it. He left, went back to GA, called back to my dealer and asked them to remove the computer and do some further bench tests. They did and ultimately Kubota accepted it as a warranty repair. Bad Computer. I was surprised buuut..... the explanation was that the computer was covered under the 5 year emissions warranty. Sweet Luck for me because I figured I was about to shell out $2k for a computer.

Give us the real details.....inquiring minds want to know.

 

[motorhead]

SDT, Not to get in to your business either, but it would help to understand what went wrong or broke and why Kubota is denying the warranty.
I have been in the Dodge Cummins powered diesel truck scene for 18 years plus. There was issues where Dodge "said" that a certain problem wasn't covered. Most times they were proven wrong.
Look this law up "Moss Magnuson warranty act. Start by reading the act and see if it applies to you. Kubota nor any other manufacturer just can't change things in the middle of the stream. what warranty came with your tractor, they have to honor. google the act and read much more than what is covered by wikipedia.
https://en.wikipedia.org/wiki/Magnuson–Moss_Warranty_Act

 

[SDT]

SDT give us some details pal. Your post is waaay short on details. Sounds like your machine should be under warranty. If it is under warranty and you have a manufacturers defect.... then they should repair it.

I bought my L3901 with less than 200 hours on it - DEAD. It would not run. I managed to get it started 1 time and loaded it on my trailer at the sellers house. After that I could not get it to start for anything. Knowing that I gambled on this being a repairable machine I took it into my local dealer. Local dealer could not get it to 'talk' to his laptop. They diagnosed the problem as a bad computer. I knew the machine was out of warranty when I bought it. They filed it under warranty and the tech rep came out to the dealer and inspected it. He left, went back to GA, called back to my dealer and asked them to remove the computer and do some further bench tests. They did and ultimately Kubota accepted it as a warranty repair. Bad Computer. I was surprised buuut..... the explanation was that the computer was covered under the 5 year emissions warranty. Sweet Luck for me because I figured I was about to shell out $2k for a computer.

Give us the real details.....inquiring minds want to know.

As previously stated, the issue is detailed and complicated so I will not take the time to relate it here.

All I asked for was the appeal procedure which I now have.

FWIW, the letter that I have written explaining the issue to send to Kubota extends to nearly three pages. Far too much information to post here.

SDT

 

[SDT]

SDT, Not to get in to your business either, but it would help to understand what went wrong or broke and why Kubota is denying the warranty.
I have been in the Dodge Cummins powered diesel truck scene for 18 years plus. There was issues where Dodge "said" that a certain problem wasn't covered. Most times they were proven wrong.
Look this law up "Moss Magnuson warranty act. Start by reading the act and see if it applies to you. Kubota nor any other manufacturer just can't change things in the middle of the stream. what warranty came with your tractor, they have to honor. google the act and read much more than what is covered by wikipedia.
https://en.wikipedia.org/wiki/Magnuson–Moss_Warranty_Act

As a retired attorney, I am familiar with the MM Warranty Act but this is a $300 claim, not worthy of legal or media involvement.

I'm escalating this only to help my dealer who is not at fault and has been placed in a no win situation by Kubota's denial.

SDT

 

[motorhead]

SDT, I didn't realize your legal background, thus why I posted about the MM act. You standing up to help the dealer is admirable. Most folks hate dealerships.

 

[SidecarFlip]

My take on all this is... Neither of my tractors are under warranty but I will say when they were, Kubota stood good for the engine in my M9 as it had a lubrication related failure. Got an entirely new Kubota crate motor installed, tractor transportation to an from, new engine and a loaner tractor for the downtime, all covered.

If, Kubota gets cheesy on warranty issues, t will only negatively impact their sales because the market is pretty well saturated and many others to choose from out there.

If I was to upgrade, I would keep that warranty in mind. Green, blue or red are all viable options in my view.

Mechanical and electronic stuff all have manufacturers issues. Kubota isn't perfect and they need to accept that for what it is. If they don't they will lose market share.

Bottom line... Not the only game in town. Far from it.

 

[SDT]

SDT, I didn't realize your legal background, thus why I posted about the MM act. You standing up to help the dealer is admirable. Most folks hate dealerships.

I have 5 Kubota machines and have a good relationship with my dealer who is only 5 miles from me. Trying to maintain that.

SDT

 

[William1]

I was (in a past life) a FSM (Field Service Manager) for Yamaha, then Nissan, then Mazda then Volvo. Then I wised up.
Part of my job was customer and dealer good will. A customer that has a fair and honest problem with something that never should of failed and the customer followed all procedures, good will comes into play. The costs or a warranty repair that really is not a warranty claim are often paid back in spades by a happy customer AND dealer.
The dealer can only do so much. The person on the phone at Kubota too, only can do so much. It is the FSM that can grease the wheels. Find out who the FSM is and start a communication with them. realize they have very little time to get into your issue so make a calm, clear and sincere request for assistance.

 

[SDT]

I was (in a past life) a FSM (Field Service Manager) for Yamaha, then Nissan, then Mazda then Volvo. Then I wised up.
Part of my job was customer and dealer good will. A customer that has a fair and honest problem with something that never should of failed and the customer followed all procedures, good will comes into play. The costs or a warranty repair that really is not a warranty claim are often paid back in spades by a happy customer AND dealer.
The dealer can only do so much. The person on the phone at Kubota too, only can do so much. It is the FSM that can grease the wheels. Find out who the FSM is and start a communication with them. realize they have very little time to get into your issue so make a calm, clear and sincere request for assistance.

BTDT, William.

He has made it clear that there will be no warranty support for this issue and is not willing to reconsider.

This is why I am trying to escalate it to a higher level.

SDT

 

[William1]

BTDT, William.

He has made it clear that there will be no warranty support for this issue and is not willing to reconsider.

This is why I am trying to escalate it to a higher level.

SDT

I did not realize you had already talked directly with the FSM. I'm a bit surprised a pleasant chat did not result in pleasing a customer. That is not normal.

OK, then a nicely written letter to Kubota HQ is next on the chain of escalation unless you think you can sweet talk a phone call directly to a executive.

Though you have to figure the effort and frustration, is it worth the aggravation or is just the principle of the thing ("...I spent two hours on hold just to speak to customer service how excessive their hold times were...")

Maybe Kubota reads this forum and will make note of it?

 

[SidecarFlip]

I did not realize you had already talked directly with the FSM. I'm a bit surprised a pleasant chat did not result in pleasing a customer. That is not normal.

OK, then a nicely written letter to Kubota HQ is next on the chain of escalation unless you think you can sweet talk a phone call directly to a executive.

Though you have to figure the effort and frustration, is it worth the aggravation or is just the principle of the thing ("...I spent two hours on hold just to speak to customer service how excessive their hold times were...")

Maybe Kubota reads this forum and will make note of it?

Needs to be in Japanese...lol

 

[SDT]

I did not realize you had already talked directly with the FSM. I'm a bit surprised a pleasant chat did not result in pleasing a customer. That is not normal.

OK, then a nicely written letter to Kubota HQ is next on the chain of escalation unless you think you can sweet talk a phone call directly to a executive.

Though you have to figure the effort and frustration, is it worth the aggravation or is just the principle of the thing ("...I spent two hours on hold just to speak to customer service how excessive their hold times were...")

Maybe Kubota reads this forum and will make note of it?

Thanks, William.

I have written a letter and mailed it to Kubota Customer Satisfaction, Grapevine.

The letter is lengthy and I now have more than a day in this issue.

Seems excessive, and I was hoping to avoid spending so much time on a relatively minor and, to me, straight forward claim.

SDT

 

[wwidmer]

...If I was to upgrade, I would keep that warranty in mind. Green, blue or red are all viable options in my view...Bottom line... Not the only game in town. Far from it.

Interesting story, though very cryptic by original poster. Certainly will make me of blue or green options when I look for another tractor in the spring.