It’s unfortunate this customer complaint has been raised with ***We take this very seriouslyWe value our customer service and shipment abilities, and are highly praised by our customersWe were prompt in letting *** know the mowers we had were from the showroom and offered him the
option. We worked hard in getting a new mower through the vendor per his request. We have worked out a deal with *** due to the series of events that took place with the mower he received, as *** mentions for a $credit and some paint. We had no problems issuing that to him We sincerely wish this miss hadn’t taken placeWe have since apologized to *** and have refunded him immediately the same day he followed up, the date of this complaint, on 9/18/*** received an email confirming that the refund was sent to him the same day*** was informed that his credit card would not appear in his account until the following business day (today 9/19/17) and let him know the paint will be mailed to him separately
Initial Business Response /* (1000, 8, 2014/08/04) */
Contact Name and Title: [redacted] Operations Manager
Contact Phone: XXX-XXX-XXXX ex 119
Contact Email: [redacted]@arlingtonpower.com
First I'd like to say we take this customers complaint very serious. The riding mower we are talking about is a...
15 year old [redacted] mower. After inspecting this mower we emailed our customer a complete repair estimate of various problems. Our email was never opened, he thought it was advertising. Not hearing from our customer, we called him. After answering all questions he gave us a verbal authorization for repairs which included a tune up. The two new parts returned to our customer are spark plugs. They wont go to waste. The old mower developed a gas leak from the fuel pump at the front of the engine. This was an unrelated repair needed from the previous service. We picked up the mower for free and received a verbal approval to replace the leaking fuel pump and repair a tire at discounted rate. After delivering the mower back, our customer called saying gas was leaking from the top of the gas tank and we power washed a sticker off the side of the mower. Turns out the plastic gas tank had a crack on the top. For transportation safety reasons we don't fill gas tanks to the top before transporting. We wouldn't know the gas tank had a leak at the top unless the owner told us. Resolution: We picked up the mower for free, replaced the cracked plastic 15 year old gas tank, polished the mower from top to bottom, hired a sign company to make new Murray stickers for the sides of the mower. [redacted] is no longer in business so the stickers are no longer available. All this work performed at no cost to our customer parts, labor or transportation. We emailed our customer the manufactures parts breakdown of his mower assuring him no parts are missing. Again our email was unopened. Wanting to assure our customer complete satisfaction we invited him in our service facility to view the completed mower and answer all questions he may have. After a weeks time our customer got a ride in on Saturday to view his mower. We answered all questions and tested the mower onsite to his satisfaction, delivering the mower same day. Mr. [redacted] is satisfied.
It’s unfortunate this customer complaint has been raised with ***We take this very seriouslyWe value our customer service and shipment abilities, and are highly praised by our customersWe were prompt in letting *** know the mowers we had were from the showroom and offered him the
option. We worked hard in getting a new mower through the vendor per his request. We have worked out a deal with *** due to the series of events that took place with the mower he received, as *** mentions for a $credit and some paint. We had no problems issuing that to him We sincerely wish this miss hadn’t taken placeWe have since apologized to *** and have refunded him immediately the same day he followed up, the date of this complaint, on 9/18/*** received an email confirming that the refund was sent to him the same day*** was informed that his credit card would not appear in his account until the following business day (today 9/19/17) and let him know the paint will be mailed to him separately
Initial Business Response /* (1000, 8, 2014/08/04) */
Contact Name and Title: [redacted] Operations Manager
Contact Phone: XXX-XXX-XXXX ex 119
Contact Email: [redacted]@arlingtonpower.com
First I'd like to say we take this customers complaint very serious. The riding mower we are talking about is a...
15 year old [redacted] mower. After inspecting this mower we emailed our customer a complete repair estimate of various problems. Our email was never opened, he thought it was advertising. Not hearing from our customer, we called him. After answering all questions he gave us a verbal authorization for repairs which included a tune up. The two new parts returned to our customer are spark plugs. They wont go to waste. The old mower developed a gas leak from the fuel pump at the front of the engine. This was an unrelated repair needed from the previous service. We picked up the mower for free and received a verbal approval to replace the leaking fuel pump and repair a tire at discounted rate. After delivering the mower back, our customer called saying gas was leaking from the top of the gas tank and we power washed a sticker off the side of the mower. Turns out the plastic gas tank had a crack on the top. For transportation safety reasons we don't fill gas tanks to the top before transporting. We wouldn't know the gas tank had a leak at the top unless the owner told us. Resolution: We picked up the mower for free, replaced the cracked plastic 15 year old gas tank, polished the mower from top to bottom, hired a sign company to make new Murray stickers for the sides of the mower. [redacted] is no longer in business so the stickers are no longer available. All this work performed at no cost to our customer parts, labor or transportation. We emailed our customer the manufactures parts breakdown of his mower assuring him no parts are missing. Again our email was unopened. Wanting to assure our customer complete satisfaction we invited him in our service facility to view the completed mower and answer all questions he may have. After a weeks time our customer got a ride in on Saturday to view his mower. We answered all questions and tested the mower onsite to his satisfaction, delivering the mower same day. Mr. [redacted] is satisfied.