Initial Business Response / [redacted] (1000, 5, 2015/05/23) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Unfortunately the customer has not been informed of how warranties work from the place he purchased this unit from or read the warranty... paperwork that comes with the purchase of a new machine. Most all warranties we have dealt with are manufacture's defects only. When this machine was dropped off, we made several attempts to inform him how warranties work. Meaning if it is not manufacture's defect he will be responsible for charges. The customer did have the company he purchased the mower from call us and we explained that the unit came in for not starting and that the fuel he had in it was very bad, in our experience it had been sitting at least through the winter month's with fuel in it, in which they said that is correct it isn't covered under warranty. This is not a decision made by our company it is the decision made by the company in which he purchased it from. I have my mechanics time in it to clean the carburetor that was gummed up from sitting with fuel for much longer than the time frame we had it. I will be happy to return the mower to him, when he pays our $37 fee for fixing his mower that now starts up very easy and ready to go. This is a very common problem with warranties, people assume everything is covered and it's not. Have to read the warranty paperwork that is given at the time of purchase.
Initial Business Response / [redacted] (1000, 5, 2015/05/23) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Unfortunately the customer has not been informed of how warranties work from the place he purchased this unit from or read the warranty... paperwork that comes with the purchase of a new machine. Most all warranties we have dealt with are manufacture's defects only. When this machine was dropped off, we made several attempts to inform him how warranties work. Meaning if it is not manufacture's defect he will be responsible for charges. The customer did have the company he purchased the mower from call us and we explained that the unit came in for not starting and that the fuel he had in it was very bad, in our experience it had been sitting at least through the winter month's with fuel in it, in which they said that is correct it isn't covered under warranty. This is not a decision made by our company it is the decision made by the company in which he purchased it from. I have my mechanics time in it to clean the carburetor that was gummed up from sitting with fuel for much longer than the time frame we had it. I will be happy to return the mower to him, when he pays our $37 fee for fixing his mower that now starts up very easy and ready to go. This is a very common problem with warranties, people assume everything is covered and it's not. Have to read the warranty paperwork that is given at the time of purchase.