my email to exmark

[joshua]

dear exmark, i currently own 3 mowers that your company makes. a metro 48", metro hp 48", and lazer z 52". i ordered a ultra vac for my lazer on febuary 22, 2001 and i'm still waiting for it over 3 months later. i also paid for it the very next day. i just wanted to say that i will never buy another product of yours ever again, and counting that i'm only 18 and will be in business for the next 35 or so you will be losing out on alot of mower sales to me and everyone i can convice not to buy your product.

i wonder if they will write back?

[jeffyr]

Would you write back if you received this from one of your customers ?

[Keith]

Originally posted by joshua
dear exmark, i currently own 3 mowers that your company makes. a metro 48", metro hp 48", and lazer z 52". i ordered a ultra vac for my lazer on febuary 22, 2001 and i'm still waiting for it over 3 months later. i also paid for it the very next day. i just wanted to say that i will never buy another product of yours ever again, and counting that i'm only 18 and will be in business for the next 35 or so you will be losing out on alot of mower sales to me and everyone i can convice not to buy your product.

i wonder if they will write back?

Not to be an azz or anything, but thats just over 2 months. Hey, I don't blame you for being mad about paying for something and not having it after this long. But, I think this is more of an issue to take up with the dealer or distributor. They are the ones "selling" you parts that are not available. Rest assured, Exmark does not have your money.

BTW, I really hope you didn't send them this.




[Edited by Keith on 05-03-2001 at 06:55 AM]

[mdb landscaping]

hey joshua,
i just picked up my 60 inch lazer. i wanted them to throw a deck lift assist on. they are back ordered. they didnt expect it for a while. i contacted the exmark rep on turfmfg.com and he got me one within a week. just be polite to him and maybe he can help you out.


john.cloutier@exmark.com or (402) 223-6308

[Charles]

Joshua, maybe you can have your name changed so you dont have to eat your words. Or maybe The great Exmark God will forgive you since you are so young

[joshua]

i've contacted my rep. in my area or i should say i tried to he won't return any of my phone calls, but the secretary said that after checking their records for the ware house that my bagging sysyem isn't in yet and she didn't know whaen it would be in. i was at the dealer ship the 1 day and he called the rep. when i was there and he asked him (i could hear every word) and the rep. couldn't even say a word about when it could be in, i'm not blaming my dealer for this i know it isn't his fault. i'm done bagging for the year until late sep. so hopefully i have it by then.

[deason]

Keith, I agree.

joshua, I am afraid a letter like this will probably fall on deaf ears. You have to remember that you are not only dealing with the company who is making the product, but you are also depending on freight carriers (i.e UPS, FED EX)to move these items, and the dealer to mention a few. My suggestion would be to call the dealer and arrage to speak with the owner/ manager of the dealership. Give some specific expectations (politely and within reason). If these expectations are not met, move to someone who CAN do the job for you. Since it has been 2 months since you have ordered the part, you have a lot of ammunition on your side and they should be willing to help if they are planning on being in business for any length of time.

[awm]

man you got to be patient sometime an raise a little
---- sometime . the key is knowing when to do what.
good luck with your stuff

[cos]

Not to say that any of you are wrong, but I feel Joshua has every right to write a letter like that. 2 MONTHS? That's a little outrageous and you have another person saying that his parts were back ordered also. Come on, If he don't put a little fire under someone's azz then how is he going to get it there faster. He might as well start at the top and if they don't do anything about it then like it was said maybe they just might lose a little biz. And, you can't blame the freight company's, cause what he is being told is that it is back ordered and not that it has been shipped. It don't take 2 months to truck something even across the us.

I would write another letter to the distributor and be a little firm, but not threatening. Tell them that you are considering on canceling your order and buying from a more dependable source or brand name.

[Keith]

This is a full size Lazer, right? Not an HP? As far as I know the UltraVac is new and all advertisement has said "Available Spring 2001". From that I would think that meant anytime after March. This is not a simple back order issue. This part is brand new. I still think this is an issue somewhere down the line. Have you contacted the distributor?

http://www.exmark.com/UltraVac.htm

Hey, take the issue up here. Thats what it's for. This is Exmarks "tech board". http://www.turfmfg.com/forumdisplay.php?forumid=1

[Edited by Keith on 05-03-2001 at 02:23 PM]

[cp]

You will get a lot farther with a little honey than you can with a lot of $&!#...

[jcoat]

Two months?!? If you haven't sent the letter yet, attach a copy of the invoice and contact the representative's manager. Since they already have your money, you're pretty much at their mercy concerning the backorder/fulfillment of the hardware. If they cannot produce a date for the product to be in your hands, tell them to write a check or dip into the till for your money. "No hard feelings, I'm going to someone who can provide the kit." As a businessman/consumer I would consider this very unprofessional on the representative's part (his not contacting you) and this needs to be addressed @ the management level. Be stern, but don't be a jerk either. If they go on the defensive, just ask for your money and leave.
Btw, they're @ the mercy of Exmark as well. If they cannot provide a date, ask to speak to the shop's Exmark distributor for the date.

[LoneStarLawn]

When you bought the bagging system when did they tell you it would be in? If they said they did't know when it would be in when you bought it then (not to sound harsh) it was your mistake for purchasing something without a due date. "Good things come to those who wait"

[Dillon]

Blame your dealer, I live in Toledo and I had my bagger in 2 days and I could go down today and order another one and have it by monday. Exmark is excelent about dealing with problems. I had a problem with a Rep. from the distributor and Exmark took care of it immediately.

[cos]

My girlfriend was at the dealership that I bought my truck from. They gave my truck back broken. The service manager told the punk behind the counter to tell me that they weren't going to charge me for bringing back out of warranty. I told them I brought it here under warranty and it is still broken (the tires were bowed out badly and noticeably). When I took it back 2 weeks later, they gave me that shmell and I took it to another dealer and called the 1800 # for customer service and they made sure it was fixed properly and I didn't have to pay, cause they didn't fix it right. They sent me a reply letter and envelope. Needless to say I wrote a letter to Ford and let them know what they did and how I felt. At the same time that my truck was getting fixed, my g/f was buying an explorer there and bought it with extras. She went in on a scheduled date and time to have them put on and they asked her to wait till they were finished with another car. "No problem". They came out and said that a Truck load of pick-ups came in and they had to put bed liners in 2 of them. "OK" So after 2 hours of waiting, she said sorry I am out of here. They asked for payment on the extras with a promise to put them in at a better time. She said "No thank you" They insisted. She said "No Thanks, call me" She went somewhere else and had them put on right on the spot. When she was leaving the ford dealer, they tried to bribe her with 5 oil changes to give her a positive rating on a reply card. The guy calls 1 week later and said "We have these items sitting here and you need to come in and retrieve them" She said, "You might as well send them back or stick them somewhere"

Needless to say the reply card was nothing but positive.

[Lawngeek]

lesson number 1 - pay on delivery

[joshua]

i was at the dealership and he tried to contact the rep. and he wouldn't even answer when it would be in.

i ordered it at my dealerships open house with the rep. standing right next to me and he said it would be in in a few weeks. that was feb. 22. so at the latest i would think a few weeks would be april 1 that would be over a month.

exmark did answer me, i forgot my @aol.com when i wrote them, so me sent me a private message on here, that was about 2 hours ago. i can't wait to hear what he has to say.

and waiting till next year for the lazer 60" i was thinking about getting one in june because of how many phone calls keep coming in. i hate to turn them down , even if i say a price that is $5 more a cutting that normal people keep saying when can you start. 8 calls in the past 3 days, plus people are getting sick of having scrubs cutting, i have seen homeowners start to cut their own lawns after a srub tried it a time or 2.

[joshua]

well, still haven't heard from exmark. i rewrote them back yesturday. and no answer, tommorrow i'm going to the dealer and i'm going to ask him to cancel my order for the bagging system. this will get their attention, and if it doesn't ohh well, i had the hustler rep. from on here give me a demo on his 60" 23 hp z and the machine is great and it costs less than what i paid for my 52" 18hp exmark lazer.

[cos]

Joshua,

I would have done the same thing. I would look into another product that would have better support. It really would hurt them now that you are a member of ls and that they won't even give you a courtesy call. You could be as loud as you want and they would have nothing to be able to counter your claims. Maybe even go to their forum and bark a little when someone asks any thing.

[MWM]

Joshua,
You're not alone. I'm waiting on a vac system for my Zmaster. Same situation, 2 machines ordered and delivered. 1 was to have the bagging system. I have now been running without for 4 weeks. They were ordered over 3 months ago. According to my dealer there were some changes to the deck that the company that makes the bagging system was not aware of. This is either their way of buying time or a big fup. Either way it is out of the dealers hands. He can kick and scream all he wants but its not helping. On the good side the grass is really slowing down. Hopefully the spring spurt is over.

[Keith]

Why not post it here, http://www.turfmfg.com/forumdisplay.php?forumid=1

Exmark will answer your question and the public will get to see their response.

[cos]

Even so, If they were up front, maybe most of the people that have something on back order would most likely understand. I wouldn't be able to understand that the part or parts that I order can't be justified in being 2-3-4 months late in arriving. I would want an answer as to why something that I paid for is not in my hands. Post it in the xmark forum and see what answer you get, maybe you can even cancel your order there. :).

[joshua]

i went to my dealer, and my rep. called him instead of me and told him i called but he wouldn't call me back, wonder why? then the rep. says on the way from the factory in nebraska the truck broke down with the bagging system and instead of it being here today. yea right it will be here tues. at the latest. i don't think it will, but don't matter now i'm done bagging till sep.

[mowerconsultant]

Originally posted by joshua
well, still haven't heard from exmark. i rewrote them back yesturday. and no answer, tommorrow i'm going to the dealer and i'm going to ask him to cancel my order for the bagging system. this will get their attention, and if it doesn't ohh well, i had the hustler rep. from on here give me a demo on his 60" 23 hp z and the machine is great and it costs less than what i paid for my 52" 18hp exmark lazer.
Joashua,
We have the Z's going to dealers as fast as we can build them, they are selling great, I am glad you like the unit I brought out.
As for the catcher, if the dealer does not have it in stock we ship it factory direct (like all orders to our dealers, no distributors to hold up orders)
I installed my catcher and put my Hustler Z to work today with the catching system on it, WORKS GREAT !!!
Let me know when your ready.....
Pj

[Richard Martin]

Joshua, I'm not trying to rub salt in your wounds but I was at my favorite Exmark dealer today and they have Ultra Vacs all over the place. They even have one mounted on a Lazer 60" and a Lazer HP 52". It's time to start raising cain because they are available.

[Runner]

What happened to the network of dealers that are supposed to work together to make sure we get the parts overnight or free? I think I would take my money and run. There are other Exmark dealers out there. It's time for a phone call. This is just a bunch of bs.

[1MajorTom]

Quote: Joshua,I'm not trying to rub salt in your wounds

Wow, first there was "go pound salt", now "rub salt in your wounds". Seems like an awful lot of talk about salt lately.http://www.lawnsite.com/images/icons/icon10.gif

[phibrall]

dear exmark, i currently own 3 mowers that your company makes. a metro 48", metro hp 48", and lazer z 52". i ordered a ultra vac for my lazer on febuary 22, 2001 and i'm still waiting for it over 3 months later. i also paid for it the very next day. i just wanted to say that i will never buy another product of yours ever again, and counting that i'm only 18 and will be in business for the next 35 or so you will be losing out on alot of mower sales to me and everyone i can convice not to buy your product.

i wonder if they will write back?

I have the exact ultra vac bagging system for your mower and would love to sell it to you fo $450. Go get your money back freom those people if you can. Of course we would have to figure shipping in I am in Richmond Va. I can get a deal on the shipping charges. Maybe even for free. I have been trying to sell this thing for some time now and have had no luck I went out of Buisness a couple of yeas ago shortly after I purchased it and Never even attached it to the mower. Much less even used it. It is brand spanken new and has all of the parts included that you would get from them still in the box. You can call me at 804-740-5164 or email me at phibrall2@yahoo.com. My fathers buisness is shipping and receiving so shipping would be no problem. and less than if we went direct through a co.or even better if you mwere located locally but I am sure there is little chance of that . Look forward to your reply Jay

[Keith]

Holy old thread, Batman! I don't think he can get his money back now, it's been more than 6 years :D

No offense man. Welcome to Lawnsite.

[Sandgropher]

Josh recieved it last wednesday, he is very happy with its performance and says it was worth the wait ;)

[Runner]

LOL! On a serious note, Phibrall, I am interested in that unit. It is for a 60" deck? Mine is a TriVantage, but I think it makes no difference from the Ultracut. You are not able to PM me yet with as few posts as what you have, but if you reply, perhaps we can arrange with the moderators to get a message through for us to exchange numbers.

Woops...My mistake....I thought it was for a 60".

[phibrall]

My phone number is 804-740-5164 or you can ermail me at phibrall2@yahoo.com. Thanks, Jay

[Capemay Eagle]

Joashua,
We have the Z's going to dealers as fast as we can build them, they are selling great, I am glad you like the unit I brought out.
As for the catcher, if the dealer does not have it in stock we ship it factory direct (like all orders to our dealers, no distributors to hold up orders)
I installed my catcher and put my Hustler Z to work today with the catching system on it, WORKS GREAT !!!
Let me know when your ready.....
Pj I can back PJ's words. I needed a catcher for my Hustler. I contacted Hustler and they sent me to a dealer and I had the catcher the next day. I had one small problem with a part and PJ himself sent me the part the following day..So I can say that Hustler believes in costumer satisfaction. I told a friend about this company, who lives in Central Pa, and he is now looking into a 60" or 72'' for his 3 acres.

[THRIFTY]

Can you say,"UN-PROFESSIONAL"?

[MikeLT1Z28]

i can say OLD THREAD. lmao at sandgropher.