Warranty Woes

[CEEinc]

My 2019 M5-111 Tractor had a campaign (recall) against the Def system. I decided to send it to the local dealer to have this work performed before the factory powertrain warranty expired (unit delivered Sept. 2020, powertrain warranty expired Sept. 2023). Tractor was fully functional and running perfectly.

After the Def system was replaced, additional computer modules were replaced within the Def system to clear diagnostic flags that had come up. With all that completed, a new alert associated with engine oil pressure was encountered by the dealership shop.

The dealership shop is now working through engine disassembly and sending condition reports back to Kubota corporate on individual components looking for the root cause of the engine problems. I've been told by the dealership after each step that once results are received, a replacement engine will be approved. This process has been going on for over 11 weeks.

I made a frustrated call to Kubota corporate customer service with no real resolution. Its hard not to conclude that they are looking for some reason to not honor the warranty.

So, does anyone have any ideas how to get this moving forward. I have an expensive asset sitting partially disassembled on a dealership lot during prime season with no end in sight.

 

[SDT]

My 2019 M5-111 Tractor had a campaign (recall) against the Def system. I decided to send it to the local dealer to have this work performed before the factory powertrain warranty expired (unit delivered Sept. 2020, powertrain warranty expired Sept. 2023). Tractor was fully functional and running perfectly.

After the Def system was replaced, additional computer modules were replaced within the Def system to clear diagnostic flags that had come up. With all that completed, a new alert associated with engine oil pressure was encountered by the dealership shop.

The dealership shop is now working through engine disassembly and sending condition reports back to Kubota corporate on individual components looking for the root cause of the engine problems. I've been told by the dealership after each step that once results are received, a replacement engine will be approved. This process has been going on for over 11 weeks.

I made a frustrated call to Kubota corporate customer service with no real resolution. Its hard not to conclude that they are looking for some reason to not honor the warranty.

So, does anyone have any ideas how to get this moving forward. I have an expensive asset sitting partially disassembled on a dealership lot during prime season with no end in sight.

Write, rather than call, Kubota Customer Satisfaction.

State your case completely and accurately.

Be professional, polite, considerate and assertive. Do not be confrontational.

I would ask that your dealer provide a loaner tractor but certainly would not be surprised if he refuses to do so.

 

[TheOldHokie]

My 2019 M5-111 Tractor had a campaign (recall) against the Def system. I decided to send it to the local dealer to have this work performed before the factory powertrain warranty expired (unit delivered Sept. 2020, powertrain warranty expired Sept. 2023). Tractor was fully functional and running perfectly.

After the Def system was replaced, additional computer modules were replaced within the Def system to clear diagnostic flags that had come up. With all that completed, a new alert associated with engine oil pressure was encountered by the dealership shop.

The dealership shop is now working through engine disassembly and sending condition reports back to Kubota corporate on individual components looking for the root cause of the engine problems. I've been told by the dealership after each step that once results are received, a replacement engine will be approved. This process has been going on for over 11 weeks.

I made a frustrated call to Kubota corporate customer service with no real resolution. Its hard not to conclude that they are looking for some reason to not honor the warranty.

So, does anyone have any ideas how to get this moving forward. I have an expensive asset sitting partially disassembled on a dealership lot during prime season with no end in sight.

None of these problems were present before the recall service was performed?

I dont think they are trying to avoid warranty but I do wonder about their expertise.

Dan

 

[GrizBota]

Good luck with it. As mentioned, perhaps a loaner tractor while yours gets sorted out. A written statement will carry quite a bit more weight that a verbal conversation. Big K knows what documentation looks like and why. I’d be sure to make a specific request(s) provide several options that are accessible for resolution. That way Big K creates documentation, via acting or not acting.

It might just be me, but generally when I take vehicles or equipment in for warranty/recall work, it leaves with problems it did not have when it arrived at the shop. Typically the dealer is sure nothing they did is related to the new issue. Typically they are wrong. At least your dealer hasn’t gone that way in you.