Avalon Lawncare

Complaint: ***
I am rejecting this response because: My responses are prefixed with >>>>> 1. For record, rex personnel involved was Mike Xxxxxxxxxx, the parts manager, and Jeff Xxxxx the Service ManagerOther named rex staff in complaint were not involved1. For record, rex personnel involved was Mike Xxxxxxxxxx, the parts manager, and Jeff Xxxxx the Service ManagerOther named rex staff in complaint were not involved.2. Mike Xxxxxxxxxxx is known as the nicest, most helpful, most experienced Partsman in CT, with a following that extends many miles from Rex Marine, with ample notes from customers supporting this.3. Achievements of Jeff Xxxxx include Mercury Marine Master Technician, you will not find a more knowledgeable marine powertrain person anywhere.4. Both men have worked here over years.>>>>>>These top have nothing to do with my complaintRudeness and arrogance builds over timeLets have Jeff respondHe looked like a guy who would not lieHe saw the entire event happen and knows I did nothing to provoke Mike's rude outburst.5. ** *** had already removed parts from the starter motor he attempted to returnThat alone disqualified his attempted return.>>>>>>NO NO NO!! I only removed the part from the starter AFTER REX refused to exchange itThis was my only way to get my boat in from a dangerous area that it was in.6. Published, decades-old Rex policy, (and Marine-Industry standard policy, by the way) prohibits return of electrical items such as starters, as only this way can we be sure of product integrity when we sell such items as-new from the manufacturer, and could not been damaged by a previous customer.>>>>>This was something that didn't work from the start so my policy is I only pay for items that workThis was not a return to be sold again it was a return that Rex Could have easily returned to the manufacturePeriod!7. Yes, despite #5, rex was able to conduct the only test possible to confirm starter was operational, by connecting it to volts, no load NO, THERE IS NO WAY A STARTER CAN BE TESTED UNDER LOAD WITHOUT INSTALLING ON AN ENGINEMaybe somewhere in the world such device exists, but a call to *** *** *** on October confirmed no such equipment is known by them to exist. >>>> Again this is not of my concernThe product did not workI was able to perform the same simple test that Jeff did before I brought it back and I had told them I had already done that but that when trying to turn the engine over the starter failsWhen Jeff performed the test and of course it worked like I said it would Mike yelled out and told me to leave or he was going to call the policeIf they have so much experience etc then why couldn't they have a way to load test this and why did they have to call a so called expert to find out.8. ** *** states in his note that the starter failed on second day, confirms starter was when installed. Information we have from people who saw ** *** attempting to repair his engine at neighboring *** *** *** supports our position that ** ***’s engine had mechanical problems that caused ** *** to incorrectly blame the new starter for what was likely a condition known as hydro-lock where water in one or more cylinders prevents the starter from operationHydro-lock is very common in older marine engines.>>>>> First I was not at the *** *** *** when this happenedIt was only after I was able to get my boat in from an area where I was stranded that I was able to work on itSo yes it was the second dayWhat the confirmation is is that when I swapped the solenoid from the starter I bought at rex to my starter that had a bad solenoid the starter worked fine and turned the engine over without issue. 9. ** *** states he removed the solenoid from the starter rex sold himThis also rendered the starter non-returnable, even absent a prohibition to return electrical items. >>>> Lets review againThis ONLY happened when Rex refused to exchange the starter that didn't work and threatened to call the police on meThis was not a return it was an exchange of a part that did not workThis was not a part they would have put back on the shelf( I Hope) it was to return to the manufacture as defective. 10. ** ***’s statement that the solenoid from the new starter enabled the old starter to operate does not confirm the rex-sold starter was defective. Even at face value, our position is perhaps ** ***’s extensive efforts to repair his engine finally yielded enough results to enable a starter to crank/turn-over engine with some approximation of normal. >>>> Nope nice try that is not the caseNice use of adjective to exaggerate my efforts since none of you were even there but this is how Rex operates on guessing and not facts. My position is that the starter was and is defectivePeriod!Summary: The starter Rex sold ** *** was not defective, was not returnable anyway due to published rex return policy, and additionally due to fact customer had disassembled new starter, no compensation is due ** ***. >>>> Summary: Starter sold to me from Rex was defective and it was not a return but an exchange or refund of moneyThey did neither so I don't pay for items that don't work that's my policy.
Sincerely,
*** ***

Bullet points for brevity. 1.    For record, rex personnel involved was Mike Xxxxxxxxxx, the parts manager, and Jeff Xxxxx the Service Manager. Other named rex staff in complaint were not involved.2.    Mike Xxxxxxxxxxx is known as the nicest, most helpful, most...

experienced Partsman in CT, with a following that extends many miles from Rex Marine, with ample notes from customers supporting this.3.    Achievements of Jeff Xxxxx include Mercury Marine Master Technician, you will not find a more knowledgeable marine powertrain person anywhere.4.    Both men have worked here over 20 years.5.    [redacted] had already removed parts from the starter motor he attempted to return. That alone disqualified his attempted return.6.    Published, decades-old Rex policy, (and Marine-Industry standard policy, by the way) prohibits return of electrical items such as starters, as only this way can we be sure of product integrity when we sell  such items as-new from the manufacturer, and could not been damaged by a previous customer.7.    Yes, despite #5, rex was able to conduct the only test possible to confirm starter was operational, by connecting it to 12 volts, no load . NO, THERE IS NO WAY A STARTER CAN BE TESTED UNDER LOAD WITHOUT INSTALLING ON AN ENGINE. Maybe somewhere in the world such device exists, but a call to [redacted] on October 24 confirmed no such equipment is known by them to exist.8.    [redacted] states in his note that the starter failed on second day, confirms starter was normal when installed.  Information we have from people who saw [redacted] attempting to repair his engine at neighboring [redacted] supports our position that [redacted]’s engine had mechanical problems that caused [redacted] to incorrectly blame the new starter for what was likely a condition known as hydro-lock where water in one or more cylinders prevents the starter from normal operation. Hydro-lock is very common in older marine engines.9.    [redacted] states he removed the solenoid from the starter rex sold him. This also rendered the starter non-returnable, even absent a prohibition to return electrical items.10.    [redacted]’s statement that the solenoid from the new starter enabled the old starter to operate does not confirm the rex-sold starter was defective.  Even at face value, our position is perhaps [redacted]’s extensive efforts to repair his engine finally yielded enough results to enable a starter to crank/turn-over engine with some approximation of normal.Summary: The starter Rex sold [redacted] was not defective, was not returnable anyway due to published rex return policy, and additionally due to fact customer had disassembled new starter, no compensation is due [redacted].