Morbark customer relations

96coal449

96coal449

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This is for all with a Morbark and those who are considering ownership. Some of you may know I have recently been working on better customer service with Morbark. Some have found dealing through Nortrax to be lacking. Especially with customer service. That and Morbark needs to listen to the imput from users in the field.
There is an issue with breakage of lower feed wheels. This needs to be addressed. I emailed Morbark about all, and explained they are loosing sales of the brush chipper line to Bandit.
Meet @Lou Hicks. He is Morbark's Tree Care Products Field Sales Specialist for the NE. Wow, that's a lot, let's just call him Lou! He explained to me of his origins besides being connected to Morbark. Lou is a certified arborist originally from NJ. He's also an old member of the buzz.
With this I hope we can establish better relations with Morbark. I have no affiliation except for my fondness of the big red monsters. Please feel free to contact me also, if there is anything I can do to help those with any service related issues. :D
 
I don't know what's up. I talked to him on a different thread then emailed him in return. I was just trying to do something nice for everyone here with any Morbark related issues or even sales questions.
Merle, I think you were posting on the thread I talked to him on. I'll email him again later when I have some more time and explain I started a thread for him. I've opened a door for him .... see what happens.
 
Gorman said:
For record, I've been looking at larger chippers for next year and I haven't even given morbark a glance because of this problem.
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Thank you for posting this. I haven't emailed Lou back yet ... I've been slacking a bit. Your in the NE too! This is his area of sales.
 
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Craig, you should be on there pay roll with how hard you try to sell their equipment. Unfortunately it's too bad this is the same thing those of us who have been in the market are finding. Salesmen that don't listen to our needs, feed back and concerns about flaws/issues with these machines. I applaud your persistence trying to get representation to the buzz. But as the old saying goes you can lead the horse to water but can't fires them to drink.
I wish you luck!
 
Good Morning All,
I hope you are all doing well. I am here and want to help where and how I can. Please understand my speed for reply on the Buzz, may be slightly delayed but I will do my best to check in more often. Please feel free to email me directly at louis.hicks@morbark.com. I am the Morbark Sales Specialist for the Northeast. In the past there were some lower feed wheel issues but they are in the past.
I do my very best to bridge the gap between our dealers sales reps and the Arborists we work with. I do listen and hopefully you will give me a chance to hear you and address your needs.
 
I'm keeping an eye on this thread Lou. We own a terex woodsman 750 that we have been generally happy with, but when we decide to get another in the next few years we have to look to other brands since they are no longer available.

I'm currently observing Morbark, and Bandit. I have a friend who had done alright with a 15r Morbark that he's had for a couple years, but the issues in this thread had made me definitely want to keep an eye on things. That being said, there is some value in disclosing any steps you are taking to correct Morbarks short comings.

We will likely be looking in the max size class that can be handfed.

Thank you.
 
Evan Sussman said:
I'm keeping an eye on this thread Lou. We own a terex woodsman 750 that we have been generally happy with, but when we decide to get another in the next few years we have to look to other brands since they are no longer available.

I'm currently observing Morbark, and Bandit. I have a friend who had done alright with a 15r Morbark that he's had for a couple years, but the issues in this thread had made me definitely want to keep an eye on things. That being said, there is some value in disclosing any steps you are taking to correct Morbarks short comings.

We will likely be looking in the max size class that can be handfed.

Thank you.
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That's great, let me know if and when you may want any info or if you have any questions that I can help you with. Understanding that I drink the Kool Aid so say, but Morbark builds a good, strong and reliable product that we stand behind. Our current and future customers are our main concern. please don't hesitate to contact me at louis.hicks@morbark.com. Just FYI that max size is our M20R
 
Welcome to TreeBuzz Lou.

Not to be rude but, I would offer that though the lower feed wheel issues may be behind Morbark in your mind, they are not in many others minds. I for one am of the opinion that business owners were left hanging with losses in down time, production, actual out of pocket costs and frustration that all ran into significant sums for a business like mine. It looks to me like Morbark used substandard steel in at least that application and then did not own up to it - thus making it the end users problem rather than there own mistake. If I did that to a customer it would be the last time they called me.

Secondly people on this thread and in other forms of electronic media personally contacting you as you have generously offered may be the easiest to deal with for various reasons but it is not the most beneficial to Morbark. Clear it up in the open and you will clear the issue from many minds - including mine.

Again welcome to The Buzz and a new expanded opportunity to have others view Morbark in a more positive light.
 
merle_nelson said:
Welcome to TreeBuzz Lou.

Not to be rude but, I would offer that though the lower feed wheel issues may be behind Morbark in your mind, they are not in many others minds. I for one am of the opinion that business owners were left hanging with losses in down time, production, actual out of pocket costs and frustration that all ran into significant sums for a business like mine. It looks to me like Morbark used substandard steel in at least that application and then did not own up to it - thus making it the end users problem rather than there own mistake. If I did that to a customer it would be the last time they called me.

Secondly people on this thread and in other forms of electronic media personally contacting you as you have generously offered may be the easiest to deal with for various reasons but it is not the most beneficial to Morbark. Clear it up in the open and you will clear the issue from many minds - including mine.

Again welcome to The Buzz and a new expanded opportunity to have others view Morbark in a more positive light.
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Thank you for the welcome, I've been on since around 05' but hadn't logged in for a while and couldn't get in under my old login so created a new one.
Please don't take it as I'm trying to handle it outside of the forum, I offered that up for immediate response, unfortunately I can't monitor this site and others as often as I'd like. It was a gesture for a quicker response, I can't personally answer for Morbark leaving the end user holding the bag, I know that the few I have been involved with that were deemed a mechanical failure we have stood behind, but again, I can only speak on what I know.
 
Lou Hicks said:
Thank you for the welcome, I've been on since around 05' but hadn't logged in for a while and couldn't get in under my old login so created a new one.
Please don't take it as I'm trying to handle it outside of the forum, I offered that up for immediate response, unfortunately I can't monitor this site and others as often as I'd like. It was a gesture for a quicker response, I can't personally answer for Morbark leaving the end user holding the bag, I know that the few I have been involved with that were deemed a mechanical failure we have stood behind, but again, I can only speak on what I know.
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By saying the issues were in the past, meant, we aren't having any feed wheel issues on new machines, not meant to discount those with problems currently or in the past with older machines.
 
Lou Hicks said:
Good Morning All,
Please understand my speed for reply on the Buzz, may be slightly delayed but I will do my best to check in more often.
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I'm not the best on tech stuff but I think if you have your settings right when you post on a thread here you can/will be automatically notified when someone else posts on that thread. Also if you run across a thread you want to be kept abreast of but have not posted on it yet you can go to the top of the page and add yourself to notifications on that thread.
 
merle_nelson said:
I'm not the best on tech stuff but I think if you have your settings right when you post on a thread here you can/will be automatically notified when someone else posts on that thread. Also if you run across a thread you want to be kept abreast of but have not posted on it yet you can go to the top of the page and add yourself to notifications on that thread.
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Yup, you can set it so that it emails you every time someone replies to a thread that you are "watching".
 
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