My UP Equip Experience

deevo said:
They’ve been great to me @UP Equip I’ve had mine almost the longest of any arborist so far, it’s a solid machine, if any needs to be fixed it’s an easy fix with standard parts. It’s tree work we do so it’s going to be put to the test. I know others with Teupens, cmc and a few other brands, all have had catastrophic computer related issues, with costing 10’s of thousands to repair and downtime. I haven’t had either, in my 6th season with my lift.
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Which model do you have ?
 
UP Equip has been beyond great with me. I rave about them, and not just to try and affirm that I’ve made a good decision. The machine is incredibly capable, rock solid build quality, and backed by the best customer support you could ask for.

I’ve never been down for more than an hour due to any issue, unless it was waiting for parts. They expedite deliveries, and they show up as if they came from two towns away.

I’m sorry for anyone’s bad experience with any machine (just in general...I sympathize), but UPEquip has never been anything but stellar with me.
 
Up Equip extended an olive branch - that was good of them.

They are complex machines with a lot to understand in order to keep them functioning under our varied demanding conditions. If it were me I would eat crow about now for everything that was my part in creating this situation and subsequent drama. (I was telling someone last week when I do a good "confession " you won't ever bring it up again because I will offer up the worst possible interpretation of my actions - nothing is left to say.)

Alain pointed out that 'you're family now, lets get on with the business of keeping your machine in great working order through the years.' Very generous, and a far reaching testimony to the soul of the company in my opinion.
 
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Running a tree company is not easy.

Surely not the first tree company owner to be stressed and overstretched at the same time, especially with big money commitments and plans for a big, expensive game changer.

It's a machine. Designed by humans. Built by humans. Sold by humans. Bought by humans. Used by humans. Broken by humans. Fixed by humans.

Moving forward! Onward and way upward.
 
Oroboros said:
Customer is responsible to unload.
You didn't have your end tight.
and you come here and slag the seller.
own your part.
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Didn't even know about that until a few days before delivery. Honestly, I'm over it and just concentrating on making money with the machine.
 
I just bought a brand new Ford 2109 F250, 2008 F750 16ft chipper truck, the 2019 87-48AJ Easy Lift, and a 2015 Bandit 1590xp so I've been extremely busy getting everything ready for the big jobs I have lined up for them. I haven't had any time yet to use the lift yet but should within a few days to get me and my crew trained on it this week. I will post a fair review in a month or so once I get some hours on it.
 
I'm currently working with them to fix a problem with the hydraulics since I'm not able to use the boom or the outriggers. Things are starting to get better with them but will post updates on my experience with them and actually using the machine once it works in a different thread.
 
bnaley said:
I'm currently working with them to fix a problem with the hydraulics since I'm not able to use the boom or the outriggers. Things are starting to get better with them but will post updates on my experience with them and actually using the machine once it works in a different thread.
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Wait a minute. Brand new and it doesn’t work ?
 
Yes and they refuse to help me out. They won't uphold their warranty at all, this is probably the worst buying experience I have ever been through.
 
The engine turns on fine and the tracks work but I can't get the boom or outriggers to operate so there has to be a switch somewhere to get the hydraulics working.
 
Buzzers,

For the benefit of those who make some comments without knowing the whole story, we recommend you to read from the beginning (HAWAII WRAP OF EMAIL #1 uploaded August 1st, and all the way to the end of HAWAI WRAP OF EMAILS #2 we include right now).

Since we received an answer from Brian (almost 10 hours after we sent the last email requesting information) we know exactly what is the “problem” with his unit. It will take 5 seconds for us to “fix” it, as soon as the pending invoice is cleared.

To summarize, this is the story of a boy who got caught doing something he should have done, or have done something he should not have done and now makes everything possible to hide it. He even told us he was to ask TreeBuzz administrators to erase this thread, which we categorically refuse. It is important for us to show the community and the public how we act and react to this type of issue, and most importantly to this type of person. For us the story is very simple. We delivered unit as planned, and nothing was done at destination to take over. We stepped out of the box and engaged some fees to free our transport and make sure we do our best to accommodate. This generated some fees and for these extra fees, we ask for payment. That’s all, despite all the words that were written here.

It is not a matter of warranty uphold, or not even a problem with the machine. Once payment will be done, we will have a conversation with Brian and 10 seconds after, unit will be back online.
 

Attachments

Buzzers, furthermore,

Let us try to compare with a situation you may face yourselves in the tree care business:

CHAPTER #1
  • You quote a customer for 2 trees to take down
  • You and your customer come to a written signed agreement, with exact details on what is the work to be performed. Customer tells you: payment will be in the mail box that day, I will be away on vacation.
  • You come at the given date, the check for the job is in mailbox fine, but one of the trees has split half, fell on the house and caused damages on it.
  • You step out of the box and start to take down the 2 trees with obvious changes in technique, caution and overall time involved with what you’ve quoted initially. You take some pictures before, during and after the job is done and you do the job for the customer since he is not there and something needs to be done. You won’t leave him to himself with this mess (Although let’s be honest: it would be a lot easier to turn job down and move to the next customer on the schedule…).
  • You call customer to let him know what’s going on and the changes in your fees accordingly.
  • He threats to bash you on social medias if you charge him an extra because the trees were fine when he left. Further more, he sends you an invoice for the damages on the house and the fence
  • In that matter, here a sampling (you will be able to read in the wrap ups of emails 1 and 2) of Brian’s comments in that regards:
  • I will make your life miserable
  • I will sue you if you don’t… (many many times)
  • I will bring this case to International Court for contract break
  • I will make sure no one ever do business with you
  • I will blast bad reviews all over the Net
  • Things will get a lot worse for you and your company
  • And on, and on… Read the emails wrap ups…
What would you do?

CHAPTER #2
  • After the bashing campaign is well started everywhere, that same customer calls you back and ask you to come and stump grind the 2 stumps to finish the job
  • You still have a pending invoice because you faced a different situation than what you agreed the first time and he still owe you money, and still bashing and threatening…
What would you do?

The idea here is not to get an answer from you. The idea is for you to know what we are doing with this situation. You then will be able to make a decision.

Welcome in the Simple Inside™ Community.
UP Equip
844-873-7847
info@upequip.ca
 
Sure pay for my invoice for the extra shipping charges I incurred due to your incompetent shippers and I will pay for yours. It's not my fault your shipping company doesn't have the mental compacity to ship a piece of and follow simple instructions. Even my trailer guy who dealt with them said they were idiots. I signed a warranty contract so yes if you break that contract then I promise you this will get a lot worse.
 
:) bnaley, bnaley, bnaley. :)

I'm getting closer and closer to buying the 100 foot model of the Up Equip lift. I have done a fair amount of research and driven to test out units on two occasions including once when they did a big demo tour down the west coast of the states.

I promise you....you do not want a lift, any lift, without a team giving you over the top support because you're a part of the family.
 
Merle Nelson said:
:) bnaley, bnaley, bnaley. :)

I'm getting closer and closer to buying the 100 foot model of the Up Equip lift. I have done a fair amount of research and driven to test out units on two occasions including once when they did a big demo tour down the west coast of the states.

I promise you....you do not want a lift, any lift, without a team giving you over the top support because you're a part of the family.
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Agreed need family orientation. You can be abused by lift companies once you have bought/committed. I have experienced it whereby acts of unprofessional self interest, done because they thought I was a ‘small guy’ they could take advantage of, and subsequently decimated my business. I had to totally rewrite business model afterwards.

Long story short, don’t rely on reputation. Do your research. I relied on reputation, where I should have done in depth character assessment the agent I was dealing with. Any red flags should be followed up and definitely give pause for consideration.

Not saying that was the issue here, but unless purchaser has capacity to absorb the isolation of an investment, and hire gear on top of that, purchaser needs to be careful...
 
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