Feedback Score: 0 reviews
Join Date: Feb 2018
Thanked 1 Time in 1 Post
Horrible Experience Ordering New Outlander Max XTP
Sorry in advance for the long post. I put a $500 deposit down on a 2019 Outlander Max XTP 850 April 14th. Dealer had to order one from the factory. He told me it would take 10 days to get it which would have been April 24th. I advised him I would be up north May 3-5 and would pick it up then. Well, the 24th came and went. Was told by the dealer it was “in transit” and he would contact once it was in. I called several times since then to check the Status of my ATV and each time my dealer told me it was “still in transit”. He told me there was no way for him to track it, so he was basically at the mercy of when ever it showed up.
May 1st rolled around and I noticed rebates changed for the better. I contacted the dealer and said I expected to get the better rebates considering I hadn’t taken delivery yet. He told me I would get the better rebates. Dealer said he would check with his dealer rep to find out where my machine was since he couldn’t track it. Dealer said he would call me back by the end of the day. Well, the dealer never called me back, so I had to call the dealer again. Dealer said he hadn’t talked to his dealer rep because May 1st was the introduction of new programs and he “didn’t want to bother his rep” because dealer reps “are very busy when new promotions come out”.
He assured me my ATV was on its way. I said I was going to be in town May 3 and would be arriving with my trailer to pick up the ATV. The dealer said he would call me if there was any problems. Well, I didn’t hear from him, so I arrived at the dealer with my trailer. Guess what, no ATV. No phone call from the dealer. Again, he said he had no idea where it was and was not able to track it. I have been extremely polite throughout this whole process. Per the call log on my cell phone, I have contacted the dealer nine times during the past month. Each time, the dealer said he would call me back with the status of my unit. To this day, he has never called me. The one time he called me back was before I put my $500 deposit down. Once I put down the deposit, He never once called me back.
Yesterday, I called the dealer again and said if he was not able to give me an exact delivery date, I was going to buy an XTP that was 90 miles away from my house. The dealer asked me if I was referring to a specific dealer in Illinois. I said I was. I told my dealer I was going to be back up north in a couple of weeks and did not want to miss out on another weekend of riding. He said he understood and wouldn’t hold it against me if I bought the machine from the other dealer. He even said he would refund my money. Well, I called that dealer and they were $600 more than the deal I worked out on my initial purchase, so I’m kind of annoyed at this point and don’t want to spend more money to buy the same machine.
My question is this. How is it that a Can Am dealer cannot track the location of a unit they order from the factory? That makes zero sense to me. My guess is that he never actually ordered one from the factory and was hoping he could get one from another dealer, but XTP’s are in short supply in my area. Only two and a 250 mile radius. Needless to say, I’m extremely frustrated at this point. I contacted Can Am customer Support yesterday afternoon and explained my situation. They are fast tracking and investigation to get to the bottom of this.
I have owned a 1998 Sea Doo and 2016 Outlander Max XT 650. I currently own a 2014 Evinrude 150 H.O. and a 2019 Ski Doo Renegade Adrenaline 600r. I have always been a loyal BRP customer. I have to say, this has been the worst purchasing experience I have ever experienced. Not once has that dealer ever returned any of my phone calls.
My Question to you guys is, what would be a reasonable expectation for this to be made right by Can Am and or the dealer?