Conversations with agency fleet managers and administrators often reveal the same frustrations about their current upfitters. Concerns about quality, turnaround time, and warranty resolution dominate the discussions, raising questions about the root causes and potential solutions.
Interestingly, cost is rarely mentioned as a complaint—despite being a central factor driving the very issues at hand. Let’s dive deeper into these common complaints and explore how agencies can address them effectively.
1. Quality: The Foundation of Effective Upfitting
Quality encompasses two critical elements: the products used and the installation itself. For an optimal outcome, both must meet high standards. However, quality often suffers due to budget constraints.
As the adage goes, “you get what you pay for.” Top-tier emergency equipment (lighting, sirens, etc.) and hardware (consoles, cages, push bumpers) come at a premium price. These components offer better performance, reliability, and warranty coverage. Equally important is hiring experienced installers who adhere to manufacturer specifications to avoid failures and warranty issues. For example, here at OnPoint, our General Manager and our Upfit Manager are both 10+ year experienced Ford Motor Company Certified Technicians - one of which is a “Master” designated technician.
In markets like South Carolina, upfitting often becomes a “race to the bottom,” where low bids dominate due to procurement rules. While this may save upfront costs, it compromises long-term safety and reliability. Low-cost upfitters often struggle to retain skilled technicians, leading to subpar results and higher risks for law enforcement personnel.
2. Turnaround Time: The Hidden Complexity
A significant challenge for upfitting today is the sheer variety of vehicles in use. Unlike the pre-2012 era dominated by the Ford Crown Victoria, today’s fleets feature models like the Ford Interceptor Utility, Chevrolet Tahoe, Dodge Durango Pursuit, and even consumer-grade vehicles like Toyota Highlanders. This variety makes it impossible for upfitters to maintain comprehensive stock, further complicating turnaround times.
Adding to the complexity are lead times for equipment. Premium electronics and metal components often have lead times ranging from 5 to 15 weeks, depending on the manufacturer. If agencies wait until vehicles are delivered to start the upfitting process, delays are inevitable.
The solution lies in proactive planning. Agencies should engage with upfitters early—ideally before ordering vehicles. By discussing build plans, equipment needs, and timelines in advance, upfitters can schedule work and order components to align with delivery dates. This minimizes downtime and ensures a smoother process.
3. Warranty: A Measure of Long-Term Reliability
No upfitter is immune to warranty issues. These can stem from manufacturer defects or installation errors. However, experienced upfitters with robust quality control processes can significantly reduce these risks.
Warranty problems aren’t just inconvenient—they can jeopardize officer safety. A malfunctioning siren or light during an emergency response is unacceptable.
Agencies must prioritize quality and insist on accountability to mitigate these risks.
Best Practices for Efficient Fleet Upfitting
To overcome these challenges, agencies can adopt the following strategies:
1. Build Relationships: Treat your upfitter as a long-term partner, not just a vendor. Regular collaboration ensures better outcomes and quicker resolutions.
2. Plan Ahead: Engage with your upfitter before finalizing your fleet order or budget. Early discussions about equipment, quality, and timelines can streamline the process.
3. Share Vehicle Specs Early: Once vehicles are ordered, provide spec sheets and estimated delivery dates to your upfitter. This allows them to align equipment orders and build schedules.
4. Include Upfitting Costs in Fleet Purchases: In states like South Carolina, rolling upfitting costs into the vehicle purchase can reduce sales tax liability, saving thousands of dollars.
5. Check References: Ask upfitters for client agency references and follow up with those agencies to gauge their experiences with quality, communication, and warranty resolution.
6. Inspect the Work: Tour your upfitter’s facility to assess their processes, tools, and behind-the-scenes craftsmanship. Quality wiring and connections are critical to reliability.
7. Conduct Delivery Inspections: Test and QA your vehicles upon delivery. Address any issues immediately to avoid future delays.
8. Demand Accountability: Regardless of your choice of upfitter, insist on high standards and hold them accountable. As stewards of taxpayer dollars, agencies must prioritize quality and safety.
At OnPoint, we understand these challenges and are committed to delivering high-quality, reliable fleet upfitting services. Whether you choose us or another provider, remember that proactive planning, strong communication, and a focus on quality will always pay off.