BAD experience with Better Outdoor Products
I did a LOT a research before I placed an order for a Quick 36 machine. I looked at Toro, Exmark...etc and had a hard time justifying the price. And while BOP's prices are teriffic, I wanted to hear what people who owned them thought of the product. Most people were quite satisfied with their purchase decision. So I ordered one.
I was told when I ordered the machine that it would be delivered in 7 working days. I received no confirmation of the order and I had to actually call BOP the week that it was to be delivered and find out if my order was even placed. I was told that it was but it would not be delivered when they originally told me. I asked if they could "do any better" on the delivery and they told me they would "check with the production manager and get back to me". I never heard from them so I called back and was told that they were "still checking but they were doing the best job that they could and that they would call me back". I never heard from them so I called them back [I]AGAIN[/I]. This time I was told "Oh - that will ship out next week. Sorry". I talked to the same person each time (Tommy) so he was familiar with my need. I felt as though there was NO effort to help me or satisfy my need - I was just another number. It was me that was chasing them. If they valued my business, it should have been the other way around. I made a final call to Tommy to cancel my order.
The issue I have w/BOP is this: if this is how I'm treated BEFORE I buy their machine, then what kind of support can I expect after they have my money? Tommy told me that BOP had "lot's of orders" and that was the reason they couldn't give me a shipment date. In thinking about this, I'm not convinced that this is the reason. I suspect that the opposite may be true: they DON'T have a lot of orders and possibly are having cash flow issues...meaning that their suppliers are not shipping them parts. If this is the case, it would explain why they couldn't give me a date each time I called. They're a small company and deal with each other every day; they should know in an instant whether or not they can ship a product...right? However, if they have cash flow and supplier issues then shipments become an issue: you can't ship a product if you don't have the parts...
I would personally suggest to ANYONE looking to buy a BOP machine to look elsewhere. They're a young company (6+ years) but I'm not convinced that they will make it - especially if they treat potential customers as I was treated. They may have a great product and price but customer service AND more importantly, post-sales support is a critical element that they seem to have lost/ forgotten. I wouldn't want to be stuck with a $3000 machine whose parts are difficult or impossible to get. Just my opinion.