Slow Dealers? how longs it take on average?

Discussion in 'Lawn Mowing' started by Ramairfreak98ss, Jul 11, 2006.

  1. Ramairfreak98ss

    Ramairfreak98ss LawnSite Silver Member
    Posts: 2,210

    When you order parts your dealer doesnt have, how long does it take?

    Ive ordered aluminum baggers, took 7-9 days
    parts for Redmax trimmer repair 12 days
    Muffler shield for my Ferris 2005 model mower with 40hrs on it, 6 days, talk about being out your main machine for almost a full week b/c they send the wrong part and take 3 days to ship :(

    Now i ordered a full mulch kit for my 61" mower deck, i called about it on 6-27, finally got in there to prepay the 100% full amount on 6-30, theyre still telling me today, theyre gonna call to find out where its at on 7-11-06, common its damn near 2 weeks now. Its only one baffle part and a plate direct from the manufactuer. I just feel like its always a waiting game with this place. If i wanted to wait a week or longer, ill just order everything online :hammerhead: :confused:
  2. saw man

    saw man LawnSite Bronze Member
    from utah
    Posts: 1,021

    Funny how you bash the dealer and not who they ordered it from. Once the order is placed it is out of there hands. Backorders happen and its not the dealers fault.
  3. Charles Odell

    Charles Odell LawnSite Member
    Posts: 62

    With my Deere dealer if it's not in stock ,and part is ordered
    before 3 pm it is there 7 am next day ! Also if they don't have
    the part in stock and it is keeping you from mowing you
    get a free loaner. Can't beat that Deere service:usflag:
  4. DJL50

    DJL50 LawnSite Senior Member
    Posts: 268

    I get my Toro parts in 1 or 2 days. I waited almost a week for a Toro part that service dept. was going to order. Talked to the parts guy. Said "they did not order anything" He ordered it and had it next day. So much for the dealer never at fault.

    I do know that some dealers will order parts once or twice a week to lump orders together to save on shipping. If they order on Mondays and you walk into a place and order it on Tuesday, your order will sit till next Monday before it is placed with the MFG.
  5. bam

    bam LawnSite Senior Member
    from .
    Posts: 261

    i know at least exmark has overnight parts availability. just like the john deere it sounds like, if the part is not there in a certain amount of time it is paid for the dealer/distributor and if the manufacturer b/o it, then it is on them. keep in mind though, some parts become tricky, with engines and hydro pumps etc. It sometimes involves another vendor on top of the manufacturer.

    Most of the owners manuals will tell you parts policies, etc. I know Exmark does.

    If your local dealer cant help you or is too slow to repair you might have to look farther away and maybe see where a large regional or national company does business. Most will not stand for long delays with equipment.
  6. newz7151

    newz7151 LawnSite Silver Member
    from Tejas
    Posts: 2,419

    Problem is, most customers balk at the $20 or more charge for overnite shipping. If you don't want to pay for it, then don't expect to get it fast.
  7. tallimeca

    tallimeca LawnSite Bronze Member
    Posts: 1,229

    It all depends on how far the dealer is from their distributor. Most dealerships are forced to deal with area distributors, or warehouses. If they don't have it in stock at the distributor, the dealer has to wait for the distributor to place an order with the factory, which could take a week. Then when they get it , they ship it to the dealers. Then you have what ever you standard fed ex, ups, dhl, ground delivery time is. Sometimes it could be 1 day if you are in the same zone. Sometimes it's as long as 5 days...and if a weekend falls in there, it seems like forever.

    When I order parts for customers, i tell them if it's in stock in the warehouse, it'll be 1-2 days. If it's not in stock, it's usually 10-14 buisness days. If it's on a factory back order (waiting for the factory to actually manufacture them), then it's when ever they show up because there's no eta on when they will be available.

    If it's an emergency repair, i'll give the customer the oportunity to pay overnight shipping, and extended costs. Some OEM's charge the dealer retail price for drop ships, so then i have to pass that , as well as the next day, or second day air on to the customer.

    I always recommend to my customer if you need it bad, but not an emergency, go with 2nd day air. It's so much cheeper.

    Exmark will ship overnight if the order is in by 4. Customer to pay overnight. If they don't have it in stock in the factory, they will go take it right off the assembly line and ship it. It's happened.

    Kawasaki sends all their standard orders 2nd day air standard. I wish more could follow but with the cost of fuel and rising costs of ups and fed ex, you can't blaim them for not.

    Most of my suppliers have a minimum shipping charge of 6.95. Some are higher. I charge flat rate, 8.95 shipping and handling for all special order parts. It's less then a break even, but it helps absorb some of the cost.

    You order in a dozen blades for a customer, charge them 9 bucks for shipping and the actual cost because of weight is closer to 20 bucks!!!

    Grass catchers are the worst. Guys who order bags for stuff i'm not a dealer for, i'll order in, but the shipping is close to $30 a piece. Stuff like that i usually charge them half price and split it with them.
  8. jt5019

    jt5019 LawnSite Bronze Member
    Posts: 1,432

    Took my dealer 9 days to get a belt in for my Scag ztr.
  9. 3 (working) days maximum. And that's if it has to come from Toro the manufacturer. I have the option of UPS to the house. Not quite as good as JD or Exmark.

    You should see the warehouses DHL has here in Wilmington. They rent space to different companies who stock parts right at the airport. If they get a call for a part before a certain time, say 6:00 pm, the part goes on the plane that evening and the customer has it tomorrow. They call it Instant Inventory.
    They say it proves it's self cost wise because manufacturers need to carry a lot less inventory and it eleminates production overruns.

    It'd be nice if mower manufacturers used it.
  10. Roger

    Roger LawnSite Fanatic
    Posts: 5,923

    I have said in another thread a few months ago, and will say it here again. I think the business model for parts needs some tuning. The idea of going to the dealer, ordering the part, then returning at another time to pick it up, ... that model is outdated. No, not in all cases, but in most cases. Some of the days for turnaround mentioned here in this thread have been my experience too. I have been quoted 7 or 10 days, or a time similar. I can return home, pick up the phone, and have the part at my door 2 or 3 days later.

    I think the dealer is having to pass these parts through a heirarchy of channels, such as the district warehouse, regional warehouse, etc.

    Why has this model been outdated? This is a model that has been in place for decades. Now, in recent years, shipping has been changed significantly. Ten, twenty years ago, the UPS, FedEx, DHL, etc did not exist in the form of today. Large warehouses have parts inventory the smaller warehouses cannot afford to keep. The large ones are able to service more people, and therefore can keep stock of different parts because of overall demand. The online ordering and shipping strategies are so much different.

    Oh yes, I would like to patronize the dealers. But, if something is needed and the dealer must go through their channels, it may take many days, AND I have to pay for "special order" in the end. It sounds like some dealerships, e.g. Deere, has been able to solve much of these problems.

    Look at the large stores online for various consumer goods. A simple order is filled quickly, on the UPS (FedEx) truck that evening, and on its way to the consumer.

    I am presuming that equipment owners are smart enough to read drawings and order the parts correctly. Herein may lie a major problem. However, often the person behind the parts counter at the dealership may have a problem reading the drawings for your piece of equipment -- they are confronted with attempting to read drawings for many, many pieces of equipment and may not be as familiar with your item as you, the self-mechanic. I had training in developing such drawings long ago as part of another career, so I may be oversimplifying the matter. For me, I am usually better able to read the drawing than the person behind the counter, but I have to remember I am the one who is focused on one item, I am the one who used the tools to take it apart, repair it the last time, etc. That gives me a huge advantage.

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