Cub Cadet Feedback

[Brian Bush]

Just got off the phone to Cub Cadet and was wondering if anyone else out there had experienced the same "joy" in dealing w/ their customer "service" dept. regarding warranty work that I just had the "pleasure" of experiencing!# I bought a wood splitter from C. C. last fall and was unable to "use" it until a month ago.# As posted in this forum, the 27 ton splitter wouldn't split kindling, and many of you suggested that the problem was in all likelyhood a manufacturing defect.# I was told by C. C. that they would "attempt" to fix the problem but they wouldn't pay the $50.00 for pickup & delivery of the machine even if it was their fault!!!!!!# "It's not our policy to do so", I was informed.# What ever happened to the policy that states, "if it's our fault, we'll make it right no cost to you"???# As it happens, I don't own a vehicle w/ a tow hitch nor can my vehicle accomodate one.# So I asked, after explaining all this to the "service" rep., to talk to a person who could make this situation right.# "He", I was informed, "was not available by phone, but I could drop him a letter.............."!!! So now it's on to Home Depot where I originally bought the splitter. I'll see if keeping a very good customer means anything to them (although I seriously have my doubts). So this may sound like a generic question, but who are the manufacturer's out there who really do stand behind their product???? One things for sure though, Club Cadet will never see any of my business again!!!!!##

 

[LumberjkChamp]

I hear ya!

Sounds like you have been through a tough time- and that might be understating it a little. I'm not confident in giving any advice without seeing and "feeling" how your machine is malfunctioning, but I can sympathize with you.
I own several pieces of equipment -big and small- of varying brands and have had to deal with each company on some level or another (who hasn't) for service, and, to answer your question none of them are really that good.
-John Deere, Honda, to name a couple- I mean, they do okay, but they don't seem to understand getting the consumer what they want and getting it to them quick, and making sure that you are damn happy about it- thats what matters.
Cub Cadet is a decent company, I think it was a division of International Harvester, and has been around a while. I dont own anything of theirs but they don't seem to make anything that would fall apart.
I hope it works out for you and someone can resolve your problem to your satisfaction (how about cub cadet.)
But, out of everyone involved, I think Home Depot would be your best bet. They stand behind what they sell. I heard a story where they once honored a return of four car tires from a guy who "swore" he bought them there. I can't say anything about that but I know they've taken back anything I've ever needed to.
I'm interested to see what everyone else thinks about this issue.

 

[gink595]

Just got off the phone to Cub Cadet and was wondering if anyone else out there had experienced the same "joy" in dealing w/ their customer "service" dept. regarding warranty work that I just had the "pleasure" of experiencing!# I bought a wood splitter from C. C. last fall and was unable to "use" it until a month ago.# As posted in this forum, the 27 ton splitter wouldn't split kindling, and many of you suggested that the problem was in all likelyhood a manufacturing defect.# I was told by C. C. that they would "attempt" to fix the problem but they wouldn't pay the $50.00 for pickup & delivery of the machine even if it was their fault!!!!!!# "It's not our policy to do so", I was informed.# What ever happened to the policy that states, "if it's our fault, we'll make it right no cost to you"???# As it happens, I don't own a vehicle w/ a tow hitch nor can my vehicle accomodate one.# So I asked, after explaining all this to the "service" rep., to talk to a person who could make this situation right.# "He", I was informed, "was not available by phone, but I could drop him a letter.............."!!! So now it's on to Home Depot where I originally bought the splitter. I'll see if keeping a very good customer means anything to them (although I seriously have my doubts). So this may sound like a generic question, but who are the manufacturer's out there who really do stand behind their product???? One things for sure though, Club Cadet will never see any of my business again!!!!!##

Yeah, that sounds to be about right. I had a deal with Lowes on a refrigerator that I bought, the temp sensor went bad and froze everything. So lowes has a local company do the warranty repairs for them. well they ####ed me around for over a week before they came out and then they had to order parts so they said they'd be back on a Tuesday to fix it. I called them that Tuesday to see when they were coming and the lady told me that they wouldn't be coming until that Thursday now, I demanded they come and fix it that day and she told me in simple word to get F:censored: ed they'd be there Thursday. So I called Lowes and complained and wanted to talk to the manager of customer service because the twit I was dealing with was trying to act dumb on what to do she decides to tell me that he doesn't have a phone, what how the hell does he not have a phone, then she tells me that she don't know his phone ext number. I asked to look it up on the computer in front of her, she said they don't have that, So I was really getting upset at her and asked if she could find someone there that was competent to look up a fricken ext number. I did get it and the problem was solved when I finally talk to someone in charge. He ended up giving me a free mini fridge of my choice up to 150.00 until their service company came out, which I filed a complaint with Lowes about their untimly manners.
I once filled in for a guy for a couple month where I work at in Customer service, I work in the steel building industry, I tell ya what I gave so much free shat away when I was in there. I really kept up on "customer relations" when I went back to detailing I was getting customer call requests to talk to me only, ya know I have never been asked to work in customer service since.

Try using Better Buisness Bureau against them, I have found their ears open when told that. It's worked for me in the past that and the Chamber of Commerance. File a complaint if you have to

 

[BlueRidgeMark]

Cub Cadet got bought by MTD a few years ago.

Another good name ruined by those people!

 

[spike60]

Gee, I see a pattern here. Both examples, the splitter as well as the fridge were purchased at America's two favorite box stores. Both of which HAVE NO SERVICE. Both of which, as soon as your money is in the drawer, tell you that if you have any problems, not to call them but to call the manufacturer's 800 number.

So, Cub Cadet will never get any of your business. What about Home Depot? Still gonna shop there? If they can't provide service, maybe they exchanged/refunded the splitter purchase. But I find it amusing that people who have a problem like you direct all of their anger at the OEM or the local dealer who is un-interested in fixing the unit, but they seldom have any ill will for the store who took their money and told them to call somebody else if there is a problem.

As for pick up and delivery, I know of no power equipment OEM that covers it under warranty. Cub, Deere, Honda, Husky, Toro, Kubota, Simplicity, none of 'em. In fact, most warranties clearly state that P&D is not covered and that it is the customers responsibility to get the unit to a service center. Another reason that a piece of equipment should be properly set up and serviced before delivery, which again is not a strong point of the box stores.

 

[MJR]

This is why I support my local family owned shops. Good example, the shop where I get my milling supplies and chain saw stuff I bough my Husky lawn mower though. This shop is somewhere around 30 miles from the house. If you haven’t noticed they sell these mowers everywhere and I could have gotten it closer. When I went to pick it up, two new loops and a hat was on the seat, didn’t have to ask. The insulation was chipped on the plug wire. I asked if they could just mail me one. The mechanic drove out to my house and installed it, didn’t have to ask. Any time I go into the small gun shops I make sure to buy something, they still get a small margin on cheap targets. Support your local community…

 

[Wirenut2266]

I feel for ya. Very frustrateing when your at there mercy. Had trouble with a cub lawn tractor, well past warranty period, dealer said he'll take care of it, no $$$. So I will never buy anything of great value or need from a box store, dealer only! That way, least you have some hope of getting problem dealt with in a timely manner, and least someone with some brains that really cares about there job and customer service, not just a paycheck. Would I buy another Cub, dunno prolly not. How bout JD, also sold at big box stores. Kinda makes you wonder where all the real quality in our great USA is going.

 

[bowtechmadman]

I don't disagree w/ the claims about box stores, but I've also had similiar issue w/ local small dealer.
Jred 2159, taken back 5 times for saw not returning to idle correctly. Never was able to fix it and even had the nerve to charge me 5 bucks for a spark plug. Finally talked to regional rep. and he had me take to another dealer. Saw is now at the second dealer for the second time been there for 10 days. Same issue...I'm getting very perturbed to say the least.
Calling the regional rep again Monday and probably gonna be less than nice. I now call it the saw from hell.
Good luck w/ your Cub...but I feel your pain and it wasn't purchased from a box store...atleast if I'd have purchased a 359 from Lowe's they probably would have just given me a new one.

 

[Swamp Yankee]

Brian,
This kind of situation is lousy from all angles whether you're the consumer, the company rep, or the store.

Couple of suggestions that may help, just remember what you paid for them.

First as a former HD employee when I was between jobs I can tell you not to waste time with the Service Desk or returns. They have no authority and will probably be just as frustrated as you. Ask to speak to the Manager on Duty and have all your paperwork with you. He may be able to assist you. Go in calm and with a couple of ideas as to how you would like the store to resolve the issue. If the MOD realizes there is a chance to make you a happy customer especially after a high dollar purchase they will try to work with you. It is in their interest. If you get no where then go to the HD website and get the corporate customer service number. They can really make things happen. Most important, have your receipts and all paperwork. You have no idea how many people buy items somewhere other than HD, have issues or find out they don't like it or can't afford it and try to return it to HD. This is one of the biggest reason HD tightened its returns policy while I was there several years ago. It sucks when honest decent people get screwed because of the dishonesty of others.

The other item I have to agree with Spike60. Pick up or delivery is not covered under the warranty contract. When I bought my Kubota tractor three years ago they actually gave me a small form that I had to sign that stated just that. Kubota would cover all warranty claims but it was up to the owner to transport and pick up from the dealer. Some dealers may offer this as a benefit of doing business with them but it is their call not the manufacturer.

Truly hope all works out well and the situation is resolved to your satisfaction
Good Luck and Take Care.