Re: Glad I don't own a Deere.........RANT and a half

Posted by wisbaker on May 16, 2012 at 14:34:03 from (207.118.181.106):

In Reply to: Glad I don't own a Deere.........RANT and a half posted by NCWayne on May 16, 2012 at 11:51:11:

Three factors 1- big business is trying to make every thing meet the costumer's expectations, meet state and federal requirements, minimize their liability (in case someone does something like pick up a running rotary mower by the deck sides thinking they can also trim their bushes with the same machine) at a cost that allows them to be competitive. 2- protect their trade secrets or at least make it more difficult for some one to reverse engineer their stuff or re-purpose it into something they didn't build, don't control but still could get sued for if someone does something stupid with it. 3- try to make it right and meet the customer's need out of the box so other businesses (dealers and mechanics)don't have as much input into customer satisfaction (again out of their control). A lot of our machines are more complex and they change a lot more and quicker, they do things to provide features at a lower cost, with the rapid change of technology and various taxes on business inventory the cost of supporting old equipment becomes prohibitive. And of course they'd rather see old equipment scrapped and you purchase new for two reasons 1- they want to sell you a new one 2- when the old one is scrapped they loose liability, the old machine may not meet current safety standards and if someone gets hurt they're more than willing to sue the manufacturer because it's "faulty" because it doesn't meet current standards that may not of been in effect when the machine was built. Witness the law suit the family of a police officer filed against Ford because Crown Vic P71 cruiser got rear ended by a drunk at 70MPH and the gas tank ruptured and the cop got burnt up. The Crown Vic exceeded the standard at the time, the drunk didn't get sued because he didn't have anything worth taking so Ford becomes the villain and writes a really big check.

I understand your frustration for their lack of support, but service is a causality of reduced customer loyalty. Look at the auto industry years ago our dealers fixed a lot of stuff "under warranty" that wasn't really warranty but they did it to keep their customer. Now the customer is more willing to go somewhere else and buy a different brand so dealer is less worried about keeping them happy past the customer survey.

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