January 19, 2015
Ms. [redacted],
Good afternoon and please excuse my tardiness relating to this complaint, as I have been out of the country for several weeks. First let me thank you for your patience in dealing with this complainant, secondly know that every avenue has been...
explored to satisfy the customer as you will see in the following remarks.
Back in September of 2014 Mr. [redacted] did bring his machine in for repairs to the transmissions and a repair amount was agreed upon. When he brought his machine to us he was advised of the back log of approx. 4-6 weeks in the repair area. Once the repairs were completed on his machine he picked it up only to return several days later with his stated complaint. Upon further inspection and analysis of the transmissions the conclusion was that an internal crack not externally visible was causing the transmission to lose pressure internally. Mr. [redacted] was informed of this finding and given several options to resolve the stated compaint.
1- Old Stone told customer that they would sell him two (2) new OEM transmissions at cost and install them free of charge. The only thing he would be responsible for was the cost of the tranmissions!
The transmissions cost $4322.00 and this option would have given the customer the repair needed to make machine function properly.
2- Mr. [redacted] stated that he could by the transmissions cheaper from another source, to which he would not disclose. Old Stone told Mr. [redacted] that once he purchased the transmissions to bring his machine back to Old Stone and we would install them ( transmissions bought from another source ) free of charge as well.
Customer acknowledged our response, however we have not heard from him regarding any of the aforementioned repairs.
Please call me with any additonal concerns or questions you have regarding our handling of this situation.
January 19, 2015
Ms. [redacted],
Good afternoon and please excuse my tardiness relating to this complaint, as I have been out of the country for several weeks. First let me thank you for your patience in dealing with this complainant, secondly know that every avenue has been...
explored to satisfy the customer as you will see in the following remarks.
Back in September of 2014 Mr. [redacted] did bring his machine in for repairs to the transmissions and a repair amount was agreed upon. When he brought his machine to us he was advised of the back log of approx. 4-6 weeks in the repair area. Once the repairs were completed on his machine he picked it up only to return several days later with his stated complaint. Upon further inspection and analysis of the transmissions the conclusion was that an internal crack not externally visible was causing the transmission to lose pressure internally. Mr. [redacted] was informed of this finding and given several options to resolve the stated compaint.
1- Old Stone told customer that they would sell him two (2) new OEM transmissions at cost and install them free of charge. The only thing he would be responsible for was the cost of the tranmissions!
The transmissions cost $4322.00 and this option would have given the customer the repair needed to make machine function properly.
2- Mr. [redacted] stated that he could by the transmissions cheaper from another source, to which he would not disclose. Old Stone told Mr. [redacted] that once he purchased the transmissions to bring his machine back to Old Stone and we would install them ( transmissions bought from another source ) free of charge as well.
Customer acknowledged our response, however we have not heard from him regarding any of the aforementioned repairs.
Please call me with any additonal concerns or questions you have regarding our handling of this situation.
Best regards,
[redacted]
Old Stone Tractor
864-[redacted]