LS Corporate

[sodamo]

Below is a copy of an email and sent to LS that I wrote over 3 weeks ago. I do believe I have allowed allowed adequate time for a response, or at least an acknowledgement. NOTHING

“I am a very new LS XR4140H owner. So new I haven’t taken delivery yet. No complaints about my small, fairly new dealer, but not off to a good start with LS Tractor USA in NC. Go to the contact page on the website and it prominently states “HOW CAN WE HELP?” I decided that I’d ask the same questions I’d asked my dealer, who had just left on family vacation. I tend to research major purchases. My primary concern was I really wanted R4 tires vs the R1 that came on it. Dealer was ready and willing to assist but no other tractor of same size in stock. We’d have to find alternative. I’ve run R4s on current tractors since 2005.

I have emailed via the corporate site three times - no response, not even acknowledgement. Last week, I telephoned, spoke to a very nice lady, Nancy, in NC who didn’t have the answers but firmly promised to email me the answers. No response to date.

My dealer called with info that LS was willing to do a R4 for R1 swap provided I’d be willing to pay the transportation cost each way. Encouraged, I asked dealer to get the details. Today I got them, $1100+ just to ship from NC to Hi one way, no price about return. Having shipped many heavy, bulky items to Hawaii, that’s about double my expectation. Additionally, dealer would have to pay cost of tires up front and be reimbursed at conclusion. I wouldn’t think to ask dealer to tie up $2500 to do me a courtesy. Additionally, his corporate contact tried to dissuade us stating the R4s would only last 4 months. Quite disingenuous at best. As stated above, I’ve been running R4s since 2005, my only replacement being a non repairable sidewall puncture.

So, results? Less than positively excited new LS owner for sure. A primary reason for buying LS over my current brand was dealer support and I conveyed same to dealer. As I said, happy with his support. Corporate? Severely disappointed. Apparently LS doesn’t care, after all I’m likely a small, one time purchaser. But really? In 2006 I needed to buy a tool online. Ace hardware had it and priced right, shipping however was horrific. The web site provided size, weight etc, easy to figure that most likely it would be shipped USPS Priority Mail, but the shipping only quote was more than 3 times that. I queried and was given the explanation that Hawaii was problematic with lots of returns. Of course the web site was clear that I would have to pay any return myself, so clearly not a truthful answer. I even told them that I knew how much the actual shipping cost would be and of course it was. Anyway, I needed the item and paid the price - Ace got to enjoy their excess profit and goodwill. I can count on one hand how many times I’ve visited the local Ace store and assure you that amounted to less than $100 over the 13 years. How many times have I repeated this story? Countless and undoubtedly will every time someone mentions Ace Hwd until I die.

So while I look forward to extolling the virtues of my XR4140H once I receive it as well as the excellent dealer service, I truly imagine that each instance will be accompanied by repeating the lack of good LS corporate customer service as stated above. One might guess that lack of service will have long term dividends just like good customer service.

I will take delivery of my new XR4140H early July, upon my return from vacation. It will come with the R1 tires. Given my soil conditions, expected use, and prior experience I don’t expect to be favorably happy with the R1s but will have to endure until I find reasonable R4 replacements.

Not wanting to be misunderstood or misquoted, I sending a copy of this email to my dealer. Also seriously considering posting under the LS Tractor Buying subtopic on TractorByNet forum, where I am an active member and frequent poster, but will wait until after LS close of business day tomorrow.

Still anticipating positive things about my new LS tractor.”

Like most here I sincerely hope for LS’s success. I did take delivery 7/3, but sadly, without the 3rd rear remote I ordered and waited for, apparently another corporate screw up. Who knows, maybe this will eventually get all resolved and I’ll trumpet the LS corporate virtues instead of sharing their neglect.

David

 

[BRMyers]

Hate to hear the struggles you are having when it comes to a major purchase. You like to be excited about your new purchase, not dreading it.

 

[Wagtail]

Best of luck Mate... mind you, wasn't it a long weekend situation for your Friday?

 

[Diggin It]

One of our NC members needs to go pay them a visit.

 

[somewhereinusa]

When I was doing some research for a friend the LS website said you could get them with the rear tires you wanted. Why would it cost extra if you ordered it with the tires you want?

 

[fried1765]

Below is a copy of an email and sent to LS that I wrote over 3 weeks ago. I do believe I have allowed allowed adequate time for a response, or at least an acknowledgement. NOTHING

的 am a very new LS XR4140H owner. So new I haven稚 taken delivery yet. No complaints about my small, fairly new dealer, but not off to a good start with LS Tractor USA in NC. Go to the contact page on the website and it prominently states 滴OW CAN WE HELP? I decided that I壇 ask the same questions I壇 asked my dealer, who had just left on family vacation. I tend to research major purchases. My primary concern was I really wanted R4 tires vs the R1 that came on it. Dealer was ready and willing to assist but no other tractor of same size in stock. We壇 have to find alternative. I致e run R4s on current tractors since 2005.

I have emailed via the corporate site three times - no response, not even acknowledgement. Last week, I telephoned, spoke to a very nice lady, Nancy, in NC who didn稚 have the answers but firmly promised to email me the answers. No response to date.

My dealer called with info that LS was willing to do a R4 for R1 swap provided I壇 be willing to pay the transportation cost each way. Encouraged, I asked dealer to get the details. Today I got them, $1100+ just to ship from NC to Hi one way, no price about return. Having shipped many heavy, bulky items to Hawaii, that痴 about double my expectation. Additionally, dealer would have to pay cost of tires up front and be reimbursed at conclusion. I wouldn稚 think to ask dealer to tie up $2500 to do me a courtesy. Additionally, his corporate contact tried to dissuade us stating the R4s would only last 4 months. Quite disingenuous at best. As stated above, I致e been running R4s since 2005, my only replacement being a non repairable sidewall puncture.

So, results? Less than positively excited new LS owner for sure. A primary reason for buying LS over my current brand was dealer support and I conveyed same to dealer. As I said, happy with his support. Corporate? Severely disappointed. Apparently LS doesn稚 care, after all I知 likely a small, one time purchaser. But really? In 2006 I needed to buy a tool online. Ace hardware had it and priced right, shipping however was horrific. The web site provided size, weight etc, easy to figure that most likely it would be shipped USPS Priority Mail, but the shipping only quote was more than 3 times that. I queried and was given the explanation that Hawaii was problematic with lots of returns. Of course the web site was clear that I would have to pay any return myself, so clearly not a truthful answer. I even told them that I knew how much the actual shipping cost would be and of course it was. Anyway, I needed the item and paid the price - Ace got to enjoy their excess profit and goodwill. I can count on one hand how many times I致e visited the local Ace store and assure you that amounted to less than $100 over the 13 years. How many times have I repeated this story? Countless and undoubtedly will every time someone mentions Ace Hwd until I die.

So while I look forward to extolling the virtues of my XR4140H once I receive it as well as the excellent dealer service, I truly imagine that each instance will be accompanied by repeating the lack of good LS corporate customer service as stated above. One might guess that lack of service will have long term dividends just like good customer service.

I will take delivery of my new XR4140H early July, upon my return from vacation. It will come with the R1 tires. Given my soil conditions, expected use, and prior experience I don稚 expect to be favorably happy with the R1s but will have to endure until I find reasonable R4 replacements.

Not wanting to be misunderstood or misquoted, I sending a copy of this email to my dealer. Also seriously considering posting under the LS Tractor Buying subtopic on TractorByNet forum, where I am an active member and frequent poster, but will wait until after LS close of business day tomorrow.

Still anticipating positive things about my new LS tractor.

Like most here I sincerely hope for LS痴 success. I did take delivery 7/3, but sadly, without the 3rd rear remote I ordered and waited for, apparently another corporate screw up. Who knows, maybe this will eventually get all resolved and I値l trumpet the LS corporate virtues instead of sharing their neglect.

David

I certainly do empathize.
I experienced similar shoddy treatment from both Best Buy and Verizon.
In my remaining years on this earth, I will NEVER buy anything from either again.

 

[Diggin It]

When I was doing some research for a friend the LS website said you could get them with the rear tires you wanted. Why would it cost extra if you ordered it with the tires you want?

As I recall, it said/says something to the effect of 'subject to dealer availability' or similar wording.

 

[GSVette]

My experience(s) with LS corporate have left a bit to be desired as well. I reached out to them twice-first regarding a service manual (which I did receive a mostly unsatisfactory response to) and a query regarding the NH oil usage Technical Bulletin discussed on TBN a month or so ago-did not receive a response to that query ( basically wanted to know if this NH issue applied to my XR since the motors are basically the same)-my selling dealer went through his service department and told me that they had nothing similar (Technical Bulletin) for the LS branded tractors.

I hope that someone at LS is following this forum-my only disappointment with my LS has been the corporate indifference.

 

[Scrambler82]

Sodamo,
Did you order the tractor with R4's or R1's ?
That would be the quick answer... if R1's and your local Dealer wants to help you out and swap what is in stock then that is good but neither the Dealer nor the Manufacturer has the responsibility to replace the tires for free if you ordered a tractor with R1's.
The actual cost of Shipping, you might want to contact a Tire Dealer and see what it would cost for the R4's shipped in... then you can make a good determination about who is charging too much for the shipping; don't leave it to "I remember paying this amount" !

Good Luck on your QUEST !
Hope it turns out for the best.

Ltr

 

[Doofy]

Welcome to paradise. Alaska suffers from the same shipping dilemma as Hawaii, just not quite as bad or expensive. It did look as though I paid around $10K for shipping on my XR3135HC. Often times, shipping costs more than the product or businesses won't ship at all. Joy! Good Luck.

 

[sodamo]

Thanks for comments guys. Had a good day using my XR4140H

A few points.

I did NOT order this tractor, it was dealer inventory. I originally visited dealer to ask about ordering/shipping. I could order and pay total shipping cost or order and wait for dealer to have a full container and just pay my share. First option would likely be 2+ months. Second option even longer and dealer didn’t have an order in the works. He had just received several MT 125s and seeing them prompted me to visit. Dealer said he had an XR in the warehouse. His initial price was in my budget and final price even better.

If I had to guess, I’d say my dealer hasn’t sold a dozen tractors. I probably know as much about them as he does. When I tell people where I bought it, people are surprised to learn he is a dealer. That said, he is a dealer for a variety of equipment, Scag, Honda, Kubota, Kawasaki to name a few. More importantly, his shop has excellent reputation so I fully expect that with proper corporate support he will become an excellent LS dealer.

As for purchasing tires locally. I could do so, might do so. The one R4 I replaced on my Kioti was purchased locally. The problem is the Rims. If LS had said I could just put new R4s on the existing rims, I would have and dealer would have done it for me - BUT this is one of the unanswered questions to LS. I wouldn’t ask the tires guys for a shipping quote unless I was seriously going to purchase, but then unlike some I don’t purchase something, take it home to use and then return when done for a refund. Besides, they sell tires, not tires and rims. Anyone here have the specs for R4 rims for XR4140H? Would love to have them. Maybe armed with correct info I could visit the other colored dealers in town and get a quote for mounted tires that fit.

As for shipping - part of our lifestyle. Have no reservations on getting a shipping quote if I have the size/weight/volume to do so. On a first name basis with two of the companies in town, but quotes require accurate information, something LS hasn’t provided to date.

I think there is one thing we can all agree regarding customer service - the one thing we want is an ANSWER. Extra points if timely, polite, and factually accurate. May not be the answer we want or expect, but an answer allows us to proceed. Not providing an answer is rude and frustrating. Kinda tells us neither we nor our question matter.

Thinking I will email LS again. Include a link to this thread..

 

[Doofy]

Good luck David. I sure hope your questions get answered and you are satisfied and that you can use your tractor to its fullest potential. I hate waiting for answers too.

 

[Tractor Seabee]

David, your letter is probably long gone in the trash. Complaint letters need to be short and courteous. Ranting and making comparisons to other vendors, not even related to tractors doesn't help getting attention, only the opposite. Large corporations selling mega products aren't swayed by us little guys complaints, we are just just an irritant. A $M purchaser gets all the attention unless they do not care about anybody. I am running more and more into this problem on products I buy. I get more service from the small vendors and manufacturers than the big national brands. I have had similar problems on 3 products involved in my bathroom remodel project.

The minute the situation over the tires occurred I would be trying to abort the purchase, it was a bell weather indicator of things to come.

Ron

 

[Avenger]

I agree with Tractor Seabee.

I have some minor experiences dealing with "Corporate" for various reasons with various companies. The smaller the company, the more they are willing to help, if your letter or complaint is short and to the point. No one, not even corporate wants to sit down and read a book on how they messed up.

Also, keep the subject matter of the complaint relevant to the complaint. Droning on about your experiences with other companies and how you boycott them due to their lack of customer service, goes in one ear and into the trash can. While I can sympthonize with your plight, demonstrating how you deal with others, you will deal the same with them, makes sense to us, but they don't care.

I don't agree with Tractor Seabee about aborting the purchase. LS are good tractors and your dealer should be able to help with future issues. Making customization's at time of purchase with equipment already on the lot, is difficult. Especially if the dealer does not have a stock of parts yet. That will likely change. If the dealer buckles down and starts selling more, then corporate will take more notice of him and be more willing to help.

The reason you have yet to hear back from LS, is because your complaint has been round-can filed. I would start over.

 

[riptides]

I agree with Tractor Seabee.

I have some minor experiences dealing with "Corporate" for various reasons with various companies. The smaller the company, the more they are willing to help, if your letter or complaint is short and to the point. No one, not even corporate wants to sit down and read a book on how they messed up.

Also, keep the subject matter of the complaint relevant to the complaint. Droning on about your experiences with other companies and how you boycott them due to their lack of customer service, goes in one ear and into the trash can. While I can sympthonize with your plight, demonstrating how you deal with others, you will deal the same with them, makes sense to us, but they don't care.

I don't agree with Tractor Seabee about aborting the purchase. LS are good tractors and your dealer should be able to help with future issues. Making customization's at time of purchase with equipment already on the lot, is difficult. Especially if the dealer does not have a stock of parts yet. That will likely change. If the dealer buckles down and starts selling more, then corporate will take more notice of him and be more willing to help.

The reason you have yet to hear back from LS, is because your complaint has been round-can filed. I would start over.

I don't agree with the round-can filed. Most likely it is caught in a bureaucratic malaise due to the purchasing circumstances and where David is located. I would "start over" with a shorted letter, but referencing the original.

 

[Scrambler82]

Sodamo,
Did you order the tractor with R4's or R1's ?
That would be the quick answer... if R1's and your local Dealer wants to help you out and swap what is in stock then that is good but neither the Dealer nor the Manufacturer has the responsibility to replace the tires for free if you ordered a tractor with R1's.
The actual cost of Shipping, you might want to contact a Tire Dealer and see what it would cost for the R4's shipped in... then you can make a good determination about who is charging too much for the shipping; don't leave it to "I remember paying this amount" !

Good Luck on your QUEST !
Hope it turns out for the best.

Ltr

Nice to sometimes buy from inventory, better pricing... sometimes, but if the Tractor you wanted didn't have "What you wanted" then you should have stopped right there; as others have suggested; so you actually bought it as it was and you just want to get R4s and attempted to make a deal !

I originally got the impression you ordered the Tractor with R4 and got R1s, but since you didn't and you accepted the Tractor as it was presented, AND IF there is no return policy, then you are stuck with what you accepted.

Can you wait for another container to be shipped for the tires, maybe they can just slide the tires under a Tractor for close to no cost ?

I'm sure your Tractor is working out well but like me, if it isn't like I want it, then I have to change it, drives the wife crazy.

Sorry, all my postings are along the same line, but you, like me, seem to have too much faith in people and WE are the ones that are on the short end of the rope, and we get hurt, not the manufacturer or even the little dealer but us and no matter how long or how many letters we send to the manufacturer there is nothing they are going to do that will cost them money.
You want it... you PAY for it.

I moved to SoCal from MA a little over five years ago, I have learned the hard way not to put your initials on anything without seeing it first. I got stuck for doors that were shipped but were too small for the openings in my house, $3500, and was told to sell them on Craigs List... but they would give me a discount on more... told them.. well you know something about the sn not shining there !

Maybe you can figure out a way to sell what you have after you get the R4s, maybe you will learn a lesson from this experience... maybe you need to move to the mainland, LoL !

Good Luck on whichever way you proceed, to me it is not looking good !

Ltr

 

[riptides]

Nice to sometimes buy from inventory, better pricing... sometimes, but if the Tractor you wanted didn't have "What you wanted" then you should have stopped right there; as others have suggested; so you actually bought it as it was and you just want to get R4s and attempted to make a deal !

I originally got the impression you ordered the Tractor with R4 and got R1s, but since you didn't and you accepted the Tractor as it was presented, AND IF there is no return policy, then you are stuck with what you accepted.

Can you wait for another container to be shipped for the tires, maybe they can just slide the tires under a Tractor for close to no cost ?

I'm sure your Tractor is working out well but like me, if it isn't like I want it, then I have to change it, drives the wife crazy.

Sorry, all my postings are along the same line, but you, like me, seem to have too much faith in people and WE are the ones that are on the short end of the rope, and we get hurt, not the manufacturer or even the little dealer but us and no matter how long or how many letters we send to the manufacturer there is nothing they are going to do that will cost them money.
You want it... you PAY for it.

I moved to SoCal from MA a little over five years ago, I have learned the hard way not to put your initials on anything without seeing it first. I got stuck for doors that were shipped but were too small for the openings in my house, $3500, and was told to sell them on Craigs List... but they would give me a discount on more... told them.. well you know something about the sn not shining there !

Maybe you can figure out a way to sell what you have after you get the R4s, maybe you will learn a lesson from this experience... maybe you need to move to the mainland, LoL !

Good Luck on whichever way you proceed, to me it is not looking good !

Ltr

I believe the OP to be just asking a technical question regarding rims and tires. And will make a purchase if the question is answered in a positive manner.

 

[Diggin It]

I believe the OP to be just asking a technical question regarding rims and tires. And will make a purchase if the question is answered in a positive manner.

OP already bought with R1s because he couldn't get a satisfactory reply regarding R4s. I might have considered working with the dealer top see if they could order the replacement for the one they sold with R4s, then swap on arrival. That's worded a bit clumsy though. MY LS dealer only has one or two of each model in stock at any time. They only sell from stock and don't special order for customers. They only have so much credit available from LS for machine stock and they can't place a new order until their stock machine of that model sells. One of the pitfalls of using a smaller dealer.

LS is not really handling these types of issues well. If they want to increase sales and get to a better dealer/sales level, they have to be willing to make exceptions to their normal practices. Many iof us went with the 'smaller' company to get better service that the big guys are willing to offer.

 

[riptides]

OP already bought with R1s because he couldn't get a satisfactory reply regarding R4s. I might have considered working with the dealer top see if they could order the replacement for the one they sold with R4s, then swap on arrival. That's worded a bit clumsy though. MY LS dealer only has one or two of each model in stock at any time. They only sell from stock and don't special order for customers. They only have so much credit available from LS for machine stock and they can't place a new order until their stock machine of that model sells. One of the pitfalls of using a smaller dealer.

LS is not really handling these types of issues well. If they want to increase sales and get to a better dealer/sales level, they have to be willing to make exceptions to their normal practices. Many iof us went with the 'smaller' company to get better service that the big guys are willing to offer.

Yeah, he is asking for a REPLY.

I have been shopping and looking at LS equipment, most dealers have this little fine print associated to their ads.

"Your Choice of Tires at No Additional Cost*Choose Ag, Industrial or Turf tires are no additional cost. *Subject to dealer inventory"

Who gives the dealer inventory?

 

[sodamo]

UPDATE

Aloha Tennille,
Thank you for your response. Would you be so kind as to resend your June 19th response as I did not receive it. Searching my email does not reveal other than this one correspondence.

David

Sent from our iPad Air with Aloha


On Jul 8, 2019, at 05:55, Tennille Rogers <tennille.rogers@lstractorusa.com> wrote:

Good morning Mr. XXXXXX,

Thank you for reaching out to LS tractor customer service department. I apologize for your discrepancies with our customer service department as well as with your tractor purchase experience.

Your issues are very important to us. Since I last responded to you on June 19th, 2019, I forwarded your complaint to the business manager that handles your area. I see that your dealer has been in contact with you in regards to your complaint.

I do apologize for your 3rd rear remote not being delivered. I will forward your complaint to the business manager for your area.





All the best,
Tennille Rogers
Customer Service LS Tractor, USA, LLC