Our apologies for not responding sooner, the customer is listed in our system with the last name *** (not *** as on the Revdex.com complaint) A reimbursement check was sent to the customer on March
Due to the age of the unit (2005) any repairs that were not specifically listed in the recall notice are the responsibility of the customer All parts listed in the recall notice have been replaced by Briggs & StrattonIf the customer would like a second opinion he may take the unit to a different authorized Briggs & Stratton dealer
The return process was explained to the customer, the returned part was received and logged back into stock on June The return credit will be processed through the accounting department then forwarded to the customer's credit card company for refund to the customer account
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I traded the mower in for another mower that is equipped with a Kawasaki Engine instead of the Briggs & StrattonBriggs & Stratton's response, while technically correct, does not and did not follow the spirit of what I believe to be true about proper customer serviceTrue, they did send a new engine after many, many attempts to wait me outThey also claim it was at 'no cost to the consumer'Really? How about my time? My effort? Additionally, they failed to address that they sent the wrong horsepower engine as wellMy mower initially came with a 21hp when I bought it newThe replacement engine was a 19hpWhich tells me one of two things...either they messed up again, or they realize they have a serious mechanical issue with the 21hp engineBut it's all water under the bridge nowI traded it for a different mower with a different brand engineFor my entire life, Briggs & Stratton has represented quality in small enginesNot any moreI know it and about of my friends know it now...with even more knowing everyday because of social mediaHave a great day
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Briggs & Stratton warranty covers manufacturing defects Customer's engine failure was due to insufficient lubrication/improper maintenance, this was confirmed with the Briggs & Stratton authorized warranty dealer This was not a warranty repair
Briggs & Stratton warranty covers manufacturing defects The engine (and carburetor) were working properly when new as confirmed by the customer, he stated he used the product for four (4) months Carburetor issues can be caused by bad fuel or dirt ingestion, neither of which is a manufacturing defect The engine was diagnosed by an authorized warranty dealer and their findings were reviewed by different engine specialists, all are in agreement This was not a manufacturing defect and therefore not a warrantable repair
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is true the mower has been used for a year, it has not ever worked correctlyThe hard starting issue was never fixedThe bagging system has three design flaws: 1) The material used for the bag inner liner is inadequate and rips after only a few uses and 2) the metal bracket used to support the tube while pull starting rubs a hole in the plastic tube because it is not actually attached to the tube resulting in the two parts rubbing together from the vibration of the mower runningThe rub is also forced against the bracket when you use the pull cord on the pulley as designed and 3) the convoluted pull cord routing (due to poorly design, afterthought nature of the bagging system) wears the cord and the pulley prematurely.Briggs and Stratton needs to provide a full refund OR fix the hard starting issue and redesign the bagging system so that it works correctly without wearing out prematurelyTheir dealer has already failed at fixing the hard start issue and they told me there is nothing they can do about the poorly designed bagging system (they agreed it was poorly designed and suggested I remove the pull cord from the pulley and pull the cord across the top of the bag to start the mower, then put the cord back on the pulley to remove and empty the bagNotice their suggestion was to bypass Snapper's intended operational design - because it is a bad designThey had no ideas to keep the tube from rubbing against the bracket or to prevent the bag inner liner from ripping.). As a side note, I had to drive miles to this dealer to buy the mower because my local dealer which is just miles from me doesn't actually keep Snapper mowers in stockI wonder why?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11827477, and have determined that this does not
resolve my complaint. For your reference, details of the offer I reviewed appear below.I have reviewed the warranty for the pressure washer and the problem with the unit originated with the carberuerator causing the issueIt was not the fuelThis unit would back fire from day This should be covered under the warranty all I ask is that Briggs contributes $towards the labor and the engine.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ben A***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
So, in other words, I'm on my ownBriggs and Stratton has no intention of taking care of their substandard products, and I don't think you'll hold their feet to the fireThe man at their "authorized" repair shop didn't even want to look at it because it was a hassle to get the Briggs and Stratton rep to come and look at it, and even longer to get their money from Briggs and Stratton if they approved the repairsI can't afford to let my mower set at the repair shop for months while they continue to give me the run aroundIn the mean ***e, I must pay someone else to cut my grassPlease help me
Regards,
*** ***
As discussed with the customer, this is a year old engine, years outside of the warranty time frame. It is too far out of the warranty time frame for repair or replacement consideration
Briggs & Stratton made several attempts to resolve the customer's inquiry through proper channels The customer elected to have the repair done on her own
Warranty covers manufacturing defects. Carburetor needed cleaning due to debris in the fuel, this is not considered a warranty repair. Briggs & Stratton will reimburse the cost of carburetor cleaning as a good will gesture to the customer
Our apologies for not responding sooner, the customer is listed in our system with the last name *** (not *** as on the Revdex.com complaint) A reimbursement check was sent to the customer on March
Due to the age of the unit (2005) any repairs that were not specifically listed in the recall notice are the responsibility of the customer All parts listed in the recall notice have been replaced by Briggs & StrattonIf the customer would like a second opinion he may take the unit to a different authorized Briggs & Stratton dealer
The return process was explained to the customer, the returned part was received and logged back into stock on June The return credit will be processed through the accounting department then forwarded to the customer's credit card company for refund to the customer account
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I traded the mower in for another mower that is equipped with a Kawasaki Engine instead of the Briggs & StrattonBriggs & Stratton's response, while technically correct, does not and did not follow the spirit of what I believe to be true about proper customer serviceTrue, they did send a new engine after many, many attempts to wait me outThey also claim it was at 'no cost to the consumer'Really? How about my time? My effort? Additionally, they failed to address that they sent the wrong horsepower engine as wellMy mower initially came with a 21hp when I bought it newThe replacement engine was a 19hpWhich tells me one of two things...either they messed up again, or they realize they have a serious mechanical issue with the 21hp engineBut it's all water under the bridge nowI traded it for a different mower with a different brand engineFor my entire life, Briggs & Stratton has represented quality in small enginesNot any moreI know it and about of my friends know it now...with even more knowing everyday because of social mediaHave a great day
Regards,
*** ***
Customer was given a replacement engine
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Briggs & Stratton warranty covers manufacturing defects Customer's engine failure was due to insufficient lubrication/improper maintenance, this was confirmed with the Briggs & Stratton authorized warranty dealer This was not a warranty repair
Briggs & Stratton has authorized complete repair under warranty
Briggs & Stratton warranty covers manufacturing defects The engine (and carburetor) were working properly when new as confirmed by the customer, he stated he used the product for four (4) months Carburetor issues can be caused by bad fuel or dirt ingestion, neither of which is a manufacturing defect The engine was diagnosed by an authorized warranty dealer and their findings were reviewed by different engine specialists, all are in agreement This was not a manufacturing defect and therefore not a warrantable repair
Engine was replaced at no charge to customer
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is true the mower has been used for a year, it has not ever worked correctlyThe hard starting issue was never fixedThe bagging system has three design flaws: 1) The material used for the bag inner liner is inadequate and rips after only a few uses and 2) the metal bracket used to support the tube while pull starting rubs a hole in the plastic tube because it is not actually attached to the tube resulting in the two parts rubbing together from the vibration of the mower runningThe rub is also forced against the bracket when you use the pull cord on the pulley as designed and 3) the convoluted pull cord routing (due to poorly design, afterthought nature of the bagging system) wears the cord and the pulley prematurely.Briggs and Stratton needs to provide a full refund OR fix the hard starting issue and redesign the bagging system so that it works correctly without wearing out prematurelyTheir dealer has already failed at fixing the hard start issue and they told me there is nothing they can do about the poorly designed bagging system (they agreed it was poorly designed and suggested I remove the pull cord from the pulley and pull the cord across the top of the bag to start the mower, then put the cord back on the pulley to remove and empty the bagNotice their suggestion was to bypass Snapper's intended operational design - because it is a bad designThey had no ideas to keep the tube from rubbing against the bracket or to prevent the bag inner liner from ripping.). As a side note, I had to drive miles to this dealer to buy the mower because my local dealer which is just miles from me doesn't actually keep Snapper mowers in stockI wonder why?
Regards,
*** ***
Customer will be reimbursed full cost of the rider
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11827477, and have determined that this does not
resolve my complaint. For your reference, details of the offer I reviewed appear below.I have reviewed the warranty for the pressure washer and the problem with the unit originated with the carberuerator causing the issueIt was not the fuelThis unit would back fire from day This should be covered under the warranty all I ask is that Briggs contributes $towards the labor and the engine.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ben A***
Diagnostic of engine has been authorized at no charge to the customer Case will be reviewed after diagnostic has been completed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
So, in other words, I'm on my ownBriggs and Stratton has no intention of taking care of their substandard products, and I don't think you'll hold their feet to the fireThe man at their "authorized" repair shop didn't even want to look at it because it was a hassle to get the Briggs and Stratton rep to come and look at it, and even longer to get their money from Briggs and Stratton if they approved the repairsI can't afford to let my mower set at the repair shop for months while they continue to give me the run aroundIn the mean ***e, I must pay someone else to cut my grassPlease help me
Regards,
*** ***
Customer was given years extended warranty per his request
As discussed with the customer, this is a year old engine, years outside of the warranty time frame. It is too far out of the warranty time frame for repair or replacement consideration
Briggs & Stratton made several attempts to resolve the customer's inquiry through proper channels The customer elected to have the repair done on her own
Warranty covers manufacturing defects. Carburetor needed cleaning due to debris in the fuel, this is not considered a warranty repair. Briggs & Stratton will reimburse the cost of carburetor cleaning as a good will gesture to the customer
Briggs & Stratton authorized a replacement engine