Had a warranty issue with my commercial zero turn ProZ500 54inch deck.Wanted to dispute decision not to cover replacement of both front forks.I called 3 times each time they said a supervisor was not available and will call me back. Never received a callback ended up paying $767 for the parts and repair.Other problem is they don't deal directly with the dealer only go through distributors which takes several weeks or the two months it took to get wheel bearings.My dealer never got the ordered parts from the distributors but had to find other dealers with the part and get it from them.They can get other brands parts within days.Good luck with commercial Cub Cadet!
cub cadet poor customer service
- Thread starter tdal
- Start date
At about two years at about 900 hours the front wheel bearings went out.Dealer could not get them and after over a month finally got them off another dealer.Several months later the caster bearings went out. I've had several Deere's over the 40 years been in business and never had caster bearings fail.Dealer ordered the parts but I kept using it knowing it could take months. I only have a 36" walk behind as backup.The bad castor bearings ruined the threads on the forks,so Cub Cadet said it was my fault for running the mower (and not letting it sit in the dealership for the 21/2 months it took to get the forks).I only ran it for about 3 weeks than it sat in the dealership until they finally found the forks on ebay. Cub Cadet covered the caster bearings but not the forks and I got customer no service from them.My dealer should have backed me up with them and also failed to mention the earlier wheel bearing were warrantied,been with them 40 years but son in law took over the business,former owner would have covered me.
ILENGINE
Lawn Royalty
I understand your fustration with lack of parts availability. And the delays lead to additional issues. Now I have a question if you would of sent pictures of the damaged wheel yokes to SBD for warranty consideration for defect and workmanship would they of been considered a failure of manufacturing. Which from your description clearly show damage resulting from failure to stop operation after failure of associated part.
It is not like years past where the OEM's would take the dealers word for warranty. Now every warranty claim has to be sent with pictures of the failed part and the dealer basically has no say in warranty consideration. And dealers don't have the time and money to waste time on eating denied warranty claims. And maybe the dealer did go to bat with your for the yokes by submitting pictures of the damaged yokes and SBD so not going to happen.
It is not like years past where the OEM's would take the dealers word for warranty. Now every warranty claim has to be sent with pictures of the failed part and the dealer basically has no say in warranty consideration. And dealers don't have the time and money to waste time on eating denied warranty claims. And maybe the dealer did go to bat with your for the yokes by submitting pictures of the damaged yokes and SBD so not going to happen.
sgkent
Lawn Addict
the forks were damaged by the owner. That is why they did not cover it. If someone's engine light comes on, and in the process of trying to get off the highway safely the engine blows up, that is on the factory warranty. If someone decides to drive it around for a couple weeks with the light on for their own convenience, that is on them. If there was a clause in the warranty where they agreed to additional damages caused by a failure then you might get them to cover it. But, in my humble opinion, there is likely to be a clause in the warranty that excludes them from additional damages, such as rentals, and failures like this. If those type things are important, then somoene needs an insurance policy that covers these types of things. Sometimes manufacturers will do a courtesey repair on things like this, but with the financial pressure on companies the last six or seven years, that doesn't happen as often these days.
ILENGINE
Lawn Royalty
I can feel your pain. From a service center observation. Dealers often get caught in the middle, and customers blame the dealer for things that are beyond their control. In other words customers like to blame the dealer for things that the OEM made the decision to deny the warranty.
ILENGINE
Lawn Royalty
Warranty most of the time will pay for additional damaged items that are a consequence of the initial failure as a single event.
StarTech
Lawn Royalty
Was the dealer that out of it? The caster bearings are 6205-2RS 1" and the wheel were 6205-2ZNR bearings. All they had to was measure the bearings and order the generics. And if they couldn't the wheel plain metal shields they could have subbed 6205-2RSNR with the seals are rubber coated.
I use a lot of bearings from a large bearing supplier. They usually have them in stock and are a few days out provide I use UPS and not USPS.
I use a lot of bearings from a large bearing supplier. They usually have them in stock and are a few days out provide I use UPS and not USPS.
Tiger Small Engine
Lawn Addict
I believe it is difficult for many people to think outside the box. Substituting the bearings would probably “void the warranty”, but get the machine right and able to use.
Cub Cadet is not known for commercial equipment. I have seen their commercial zero turns and they seem as well built as any of the competitors. Customer service in general these days has gone down, not just with outdoor power equipment.