For all you dealers out there. ?

[RED-85-Z51]

You know whats funny is when these turds come to the shop with their Home Depot or ebay Echo and want warranty from us. My boss tells em to go back where they got it and get warranty, theyll say home depot wont warranty it, boss'll shrug and go on about her business.

Same here...only exception is if it is something painfully obvious on a nearly new peice of equipment, we can generally get those pushed through warranty.

 

[logging22]

You know whats funny is when these turds come to the shop with their Home Depot or ebay Echo and want warranty from us. My boss tells em to go back where they got it and get warranty, theyll say home depot wont warranty it, boss'll shrug and go on about her business.

Her business? Can i work there?

 

[Paul001]

To answer the original question, from a purely bean counter side. You lose your ass doing warranty work. With Stihl if you are an Elite Dealer you get shop labor rate, which is nice. But you are paid cost on the parts.

If I've had that P & C sitting on the shelf, you are servicing the debt load on that part until it's used. Then it's used on a warranty, and you are paid cost, you lost money.

Add to it flat rate (I seldom lose on flat rate time, but there are a few known exception ), which does not take into account time spent filing the claim, looking up the part numbers, internal paper work, office personnel posting debits/credits (at cost), parts re-order/stocking, etc.

With that said, I'll never turn down a warranty job regardless of where the saw was bought. If it should be covered under warranty, the customer deserves to be taken care of.

 

[RED-85-Z51]

Ill tell you what...Briggs and Stratton has the most unrealistic warranty labor guide Ive ever seen.

Il tell you what..if you can pull a Vanguard, disaasemble it, clean it, hone the cylinders, install new pistons and rings in 2 hours, put it all back together, and test run it in 2 hours...more power to you, that's all you are getting paid for.

 

[volks-man]

You know whats funny is when these turds come to the shop with their Home Depot or ebay Echo and want warranty from us. My boss tells em to go back where they got it and get warranty, theyll say home depot wont warranty it, boss'll shrug and go on about her business.

Same here...only exception is if it is something painfully obvious on a nearly new peice of equipment, we can generally get those pushed through warranty.

With that said, I'll never turn down a warranty job regardless of where the saw was bought. If it should be covered under warranty, the customer deserves to be taken care of.

you fellas take note or the red text and the blue text.
you tell me wich is right.

 

[RED-85-Z51]

you fellas take note or the red text and the blue text.
you tell me wich is right.

If they didnt buy it from us, and there is no way to prove date of purchase...Not much we can do for them if they are demanding warranty repair...like I siad, only exception is if we can visibly see it is pretty much out of the box new and something went wrong.

IF we can warranty it, we will warranty it, no questions asked.

 

[flimflam]

if dealer has to waste time on something they had nothing to do with then so does the place that sold it to them. why is it ok for home depot and 7-11 to flat out say no but a non-involved party gots to be the fall guy? makes no sense to me. yes i said 7-11. out here echo sets up everyone. you can have a home depot across the street, 5 dealers within a 2 mile radius all set up as dealers... you even got an auto shop selling it. why is it ok for HD and ebay to sell echo online but we cannot? i dont think you would be quick to do a warranty for a complete stranger that JUST bought it from wherever 2 days ago.

there is no right or wrong its just up to the philosophy of the dealership. if dealer a wants to warranty every and anything, thats their business, if dealer b dont want to then thats fine too.

 

[kevlar]

you fellas take note or the red text and the blue text.
you tell me wich is right.

Here is an example of what you are talking about from my point of view:

1 a pro faller is from out of town doing a job and has a valid warrenty claim-no problem ! I will easily take care of it for him.

2 someone from the town I live in chooses to purchase a consumer grade saw out of town brings it to me to do warrenty work on-tell them to take it back where they bought it.

3 customer buys saw from me- will bend over backwards to get saw fixed even if it is outside of the warrenty period.

4 customer buys saw from hardware store across town and brings to me for warrenty- he can take it back to where he bought it,even though they don't set up or service saws.

point being : if you are my customer then I will take care of you, if you are in town doing saw work I will take care of you. If you are cheap and tried to save a buck then I'm to cheap to fix your problem.

 

[Mr. Obvious]

Does the dealer contract require you to do work on any warranty saw or does it allow you to refuse based on where it was purchased?

 

[spike60]

Warranty sucks; plain and simple. It is a necessary evil and I really don't mind doing it for my customers. But the box store stuff is another matter. Doing your own warranty is one thing, but why a dealer would want to do someone elses escapes me. I do make exceptions now and then, but not very often.

It is NOT a money maker for the dealer. As Paull001 pointed out, you only get cost on parts in many instances. But there is a lot of lost time with warranty that you can't make up. Diagnostic, phone time with an OEM or distributor service tech, time to process the claim. And on most box store stuff, you actually have to register the unit first since nearly none of them have been registered. That's actually insulting to me to have to type in names and addresses of people to register stuff bought in the box store, and I won't do it.

The rules? Yes, I'm supposed to do it no matter what. The reality? I make the call in my store and no OEM is going to cancel a $300,000 or $500,000 account because of a declined warranty. My view is simple: You chose not to do business with me when you bought it, I choose not to do business with you when it's broke. Free country.

I'm actually a little cranked on this issue from a guy that came in yesterday. A customer that I had spent a lot of time with explaining the differences between saw models, cc's, features, different engine technology, weight, power; the guy had a million questions. Wasted a half hour with him. Goes and buys a saw at a box store because there was some additional card discount available. Then comes in with a problem, which isn't really warranty to begin with. That really takes a set, doesn't it? It's one thing if the guy never knew you were there, but to have been in the store and come back a week later with a saw you bought somewhere else takes balls. My Exact words: " So, you spent a half hour in here and then bought a saw somewhere else and now you want me to fix it? Well, you're out of luck cause I'm going to pass on this one. Take it somewhere else."

 

[Paul001]

Ill tell you what...Briggs and Stratton has the most unrealistic warranty labor guide Ive ever seen.

Il tell you what..if you can pull a Vanguard, disaasemble it, clean it, hone the cylinders, install new pistons and rings in 2 hours, put it all back together, and test run it in 2 hours...more power to you, that's all you are getting paid for.

I understand exactly what you mean. And perhaps I need to clarify my original statements a bit. I handle warranty claims as I do because of who I deal with. We've made a conscious decision not to carry manufactures handled by the box stores for this very reason.

I carry Stihl because their mentality matches with ours. Same with the rest of our manufactures. Each is committed to their dealer network, as such their dealers are committed to them. Meaning if a problem comes up with someones unit, I don't care where it was purchased, we do our part to support that manufacture, period. Losing money on warranty, as I look at it, is just one of those hidden costs paid back by our manufactures repeatedly because of their policies...no box stores.

Those who carry Husky, Echo, etc...I feel for ya.

This is one of those circular arguments that have gone on since the day I started reading this board. Most feel they shouldn't have to deal with their local dealers (Stihl) and should be able to buy online, get their parts at cost, etc...I understand it because I'm the same way about a lot of things. However, I and everyone else needs to understand that if you do not support your local dealerships, eventually we are all going to lose...we are all going to end up with a box store, no setup, no service facility, no parts...oh something broke...send it back to our service facility located in India, wait for 2 months, and perhaps you'll get it back...someday.

At the same time, Dealerships have to earn the trust of their customers, and explain to those only concerned with price what those additional dollars get them. If the customer then chooses to go else where (box store) to make their purchase...then I feel as most have already stated, they are on their own.

Hell the third side of this argument has to do with the decisions the dealerships made. They chose to take on a line, carried by the box stores. To me, they are in a tough spot. Drop the line and lose the profit associated with that manufacture with hopes of picking up another line or keep the line and have to deal with Joe cheapass Homeowner who thinks you can survive fixing their junk for nothing.

I know my decision.

 

[kevlar]

I should have mentioned that we carry stihl,jonsered and husky. I will warrenty stihl products no matter where purchased-husky and jonserd pro saws as well.

 

[striperswaper]

hey shop/dealer guys
time for a new thread on fun with customers
fish or thall what fun have you had lately?

 

[THALL10326]

hey shop/dealer guys
time for a new thread on fun with customers
fish or thall what fun have you had lately?

Had alittle fun just a few minutes ago. Man broke his fuel cap. He tells me the cap was no good. I go yup, probably right, ya got $6.00. He goes yeah, why, I go thats the price for another no good cap. He goes Hall your tuff on me man. I go yup, here's ya cap, that be $6.00,LOLOL

 

[spike60]

Not all customers are of the unpleasent variety. The distractingly attractive women who just brought in a snowthrower for service could get me to work on just about anything. Wow!

 

[THALL10326]

Not all customers are of the unpleasent variety. The distractingly attractive women who just brought in a snowthrower for service could get me to work on just about anything. Wow!

Very true. Most are real good people and if they're wearing a skirt and smelling good they even better,hehe

 

[spike60]

Very true. Most are real good people and if they're wearing a skirt and smelling good they even better,hehe

No skirt, but you just won't see a better fitting pair of jeans than that. Smelled nice too!

 

[Trigger Man]

I'm actually a little cranked on this issue from a guy that came in yesterday. A customer that I had spent a lot of time with explaining the differences between saw models, cc's, features, different engine technology, weight, power; the guy had a million questions. Wasted a half hour with him. Goes and buys a saw at a box store because there was some additional card discount available. Then comes in with a problem, which isn't really warranty to begin with. That really takes a set, doesn't it? It's one thing if the guy never knew you were there, but to have been in the store and come back a week later with a saw you bought somewhere else takes balls. My Exact words: " So, you spent a half hour in here and then bought a saw somewhere else and now you want me to fix it? Well, you're out of luck cause I'm going to pass on this one. Take it somewhere else."

:agree2:That's just down right a dirty trick, it must take balls for a customer to buy it somewhere else after waisting your time and then return to have it fixed by you.
I usually go online to find out what I need to know about the product in question, sometimes I just know what's good and what's not and then call around for pricing, and usually if I happen to be in a dealership I don't want some salesmen bothering me anyway, sometimes I may ask the odd question, but I would never take up a half hour just to go make the purchase somewhere else, thats just straight up cheap!!

 

[RED-85-Z51]

Not all customers are of the unpleasent variety. The distractingly attractive women who just brought in a snowthrower for service could get me to work on just about anything. Wow!

Oh man, we had one first part of the summer...woohooo.

Had a murray rider and a grocery list of complaints. She had on this super low cut tank top, pair of cutoffs, and lets just say that she looked GREAT and knew it. Me and another guy unloaded her mower. I was talking to her, writing down what she was telling me, name, number, complaints...I wasnt looking at the tag much though, I was lookign at something else.

After she left we spent 20 minutes trying to peice together all the odd lines and shapes Id put on the tag into a list of complaints, and contact info.

 

[Fish]

OK this is for all you dealers out there I need some understanding and please forgive me for this question is not of arrogates but say maybe pure ignorance’s. I honestly don’t know.
If a saw or any other item is under manufacture warranty and is returned to your shop, does it cost you as a dealer money to make the repair? If so please explain the process to me.
I always assumed that while under warranty the manufacture would reimburse the dealer for parts and labor.

Thanks in advance.

There are many facets involved here, and most of the hassle
with warranty is the time/enegry involved with the customer and factory reps



the repair itself is fairly objective.

And when it all comes to the end, and the manufacturer denies the claim, the dealer eats it all.......