Crary Industries, Inc

Initial Business Response /* (1000, 5, 2015/09/08) */
The customer contacted us via phone on or about August 31stAt that time, the customer stated that he didn't like Briggs and Stratton engines, but had purchased our product anywayThe customer described the engine issues, and mentioned
replacing the engine with a different makeWe discouraged this idea, as at that time the customer hadn't taken the machine to be diagnosed by a qualified Briggs and Stratton dealerAt that time, the customer seemed to accept this as a viable option
The customer then emailed us, with an inquiry regarding some engine crankshaft dimensions, as he was still considering changing enginesOur Technical Service Coordinator responded with the following:
-------------------------------------------------
I understand you are having an engine issue with you WT190TI see that you have recently purchased this unit and the serial number of your machine is FThank you for registering your product with ECHO BearCat for warranty coverage
As clearly stated in the owner's manual page - FOR ENGINE SERVICE OR PARTS: For engine service and parts, contact your nearest authorized engine dealerECHO BearCat does not handle any parts, repairs or warranties for engines
I have included three local Briggs and Stratton dealers in your nearby location:
COOKS AUTO PARTS LLC
***
HOLLY SPRINGS, MS
(662) ***
A-SMALL ENGINES
***
BYHALIA, MS
(662) ***
BYHALIA SMALL ENGINES
***
BYHALIA, MS
(662)***
I would recommend Cooks Auto Parts LLC, they are located miles within the zip code you have providedThey are also an ECHO BearCat dealer and will be best suited to handle your concernsThis is the best solution to your engine issue
As the Technical Service Coordinator I will not advise you to replace the Briggs and Stratton for another modelThis will VOID the entire warranty of your WT190T, also stated in the owner's manual
Over all, I apologize for the inconvenience of this matter and understand your frustration with your new WT190TAlthough inconvenient, this is the best course of action to take with the issueIn the end you will have followed the warranty guidelines and still maintain the year warranty of your machineI assure you we have 1000's of these machine in the field 10+ yrs, and when serviced properly will bring you many years of quality service
-------------------------------------------------
As you can see, our Technical Service Coordinator provided the customer with three options for servicing his machine, within miles of his zip codeAdditionally, he provided some pertinent information regarding how replacing the engine with something other than its original design would affect the warrantyIt is not unusual for manufacturers to void a warranty when a machine is substantially altered (as this would be)
With regard to the customer's assertion that we are not being truthful about the commercial viability of our product, I believe the thousands of machines currently being used commercially speaks volumes
Additionally, our warranty policies are prominently displayed both on our website and in the owner's manualIt is the responsibility of the consumer to read and understand the warrantyOur warranty, like all warranties, has certain disclaimersThese disclaimers are very clearly defined
Finally, the consumer's desired resolution of returning the machine for a refund is prematureAt this point, the issue with the machine is undefinedThe consumer has been given reasonable options for diagnosis and repair of the machine, and has been informed of the current warranty coverageThose options should be explored before returning the machine for a refund
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Defective straight from factoryTalked to repair facility and they said it would be two weeks for repair or longerI didn't spend all the money for the unit to have to wait months to use itThe two year engine warranty is not fully disclosed on their websiteIt only advertises a three year warrantyAfter buying and reading the warranty you find out the major part has only a two year warrantyI will never be happy with the unit and if the company doesn't want to do anything about it, I will seek another route for recourse