Leer customer service

In 2016 I purchased a new Leer cap from my local dealer. It arrived pretty quick, I think 2 or 3 weeks. Everything was great, I enjoyed the cap and I have no complaints about the product at all. During the last week of June of this year my rear glass got broken. I went to my dealer that day and had them order a new one. Initially the dealer said 4 weeks, maybe only 3. After 4 weeks I called the dealer and at first they acted like they didn't know what I was speaking of but after some back and forth over a few days the dealer said they just have to wait for Leer to build it and deliver it. Apparently they have no way to track orders, which seemed odd. So I tried contacting Leer through the contact customer service tab on their website (in 140 characters or less) and have still gotten zero response. Then my Significant Other messaged them through the Facebook page. They responded, asked for the order number which we never got, and the serial number, dealership name and contact info. Then they said it would take them A COUPLE OF WEEKS TO TRACK DOWN THE ORDER. WEEKS?!? It's 2019. What are they doing? So here I am seven weeks after ordering a rear door from Leer and I still have no idea when I can expect it.

Has anyone had the same, or different experience with Leer? How do companies still do business like this? Do other companies do it this way? Does ARE do it this way? How can I get my cap in 3 weeks or less but I'm waiting an unknown time for my rear door?

So to be clear, I am happy with the product I bought from Leer and would recommend their products but if you need customer service forget about it. It's not like it's a warranty issue or anything, I am trying to buy a new door. That's money for Leer. But instead of getting me the product I want in a timely manner and making a customer happy, here I am writing a negative review about the company.

 

Waiting weeks for an update is crazy. They should at least make a spreadsheet or something to keep track of orders. Good luck OP.

 

I think it’s called “going to Hell in a hand basket”. Shit, I’m sorry

 

The internet has numerous complaints about customer service and parts availability at Leer. Even the first post of the following webpage, the customer was told the rear door glass was no longer available.

https://mythreecents.com/reviews/leer-truck-caps

The following is 24 complaints with 0 resolutions.

https://leer.pissedconsumer.com/review.html

Even the employees think badly of the company.

https://www.indeed.com/cmp/Leer-Truck-Caps---truck-Accessories-Group,-LLC-1/reviews

Appears Leer wants you to buy a new cap from them, rather than supply parts. Guess greater profit margin with that scheme.

 

This is discouraging.

 

Too bad. It seems like when a good company goes off the rails, its almost impossible to right the ship again. (Sorry for the mixed metaphor, but you get the idea). FWIW, the dealer I bought my Ranch cap from used to be a Leer dealer but switched to Ranch, ARE, and Jason (I think). He said he didn’t like the way they did business, but didn’t go into detail.

 

My Experience with Leer ,
Purchase 100XR in June 2018 with a good selection of options. Just under 3 weeks delivered to my closest dealer ( Edmonton, Alberta , Canada , I live about 5 hours north) No issues everything looks good.
May 2019 I purchase a Prinsu Cab rack ( had the factory installed Thule Tracks ) Cannot get rack to square up on cap so after multiple tries and ideas I measure the tracks to find out that they are crooked. I could have made it work i guess to some point but i paid almost $400 for the track option. I contacted the dealer and sent pics I figured a year later nothing would happen. You wouldn't notice the crooked tracks just by looking so never noticed till install.
The regional sales manager got back to the dealer within a week saying they would take the cap back and either repair/ replace. I dropped the cap off and within 2 weeks we were contacted by Leer saying they would be replacing, and just received an email in Monday saying it was out of production.
I will have lost the use of my cap for about a month in total and have two 400Km trips to drop off/pick up ( I live in a remote northern community so a trip to the big city is not so bad) , I had them add two extra options that I initially wanted but didn't get, and the dealer is going to do something for the travel expense.
Yes Leer is slow on respond sometimes, especially the warranty department, but communication with regional manager was good.
I paid a bit more buying from this dealer but they are known for taking care of their customers, so I'm glad i did as the outcome probably different at other places.
Having the cap replaced over this issue after more than a year is pretty good in my books and over all I have had a pretty good experience with Leer after all said and done.Every manufacture of caps has their issues and know of two people through Tacoma networks who are having to send back almost new caps for warranty ( Raider / Snug top.)
Just my 2 cents.

 

I tried to contact the Leer factory outlet which is dealer through their contact us feature on their page a few years ago, and never got a response. I got over it, I just wanted to see how they operated seeing as the had the word factory outlet in their title.

My question was something like. Do you stock new caps that haven't been sold, or is does everything have to be built to order?


It's really bad when you can't get support for a product that is currently in production.

 

This is disappointing to hear as I have a 100XR. No issues so far in my 3 years of ownership, but I hope I don't have to deal with Leer.

 

Leer simply has bad customer service and unbelievable delays in shipping out repair parts, especially when you can get 24 hour delivery from the you-know-who's.

I live a 4 hour round trip from the Leer factory and tried to get a customer pick-up direct at the factory but NO I had to wait 3-4 weeks for a maybe then delivery on parts. I really like my Leer 100XL but it seems they really don't care about support and down line parts. BTW Leer and Snugtop are owned by the same Co. these days.

 

I avoided Leer for this reason, my dealer preferred ARE over Leer when dealing with each company. ARE provides better support.

Another pet peeve of mine is I did not want the embedded Leer logo. My dealer ordered my ARE without logos for a cleaner look. Leer will not sell their shells without logos, they want you to advertise for them.

Leer also bought out Snugtop and ruined that company as well. Cheaper manufacturing techniques and materials were imposed upon Snugtop by Leer.

You'll still read how superior Leer is by some on here but I'm glad I took my dealer's advice and went with an ARE shell. Both manufacturers make a great shell but they both put out lemons now and then, ymmv.