Don's Power Equipment

Customer had his father bring his 10 year old snow blower in for service.  Customer was told we were running approximately 4 weeks turn around time with Christmas and New Years holidays interrupting due to peak season demands and early snow fall.  "30 days" was never mentioned,...

posted or quoted.  Service was completed.  Customer came and paid invoice, loaded the machine and took it away .  Customer came back the next day with machine stating that his father was concerned that there is rust on the machine that he didn't believe was there when he dropped the unit off.  The rust customer spoke with [redacted] about  was the bottom side of the metal plates the snow blower rides on that contacts the ground. When they wear out, you can flip them over....which we did as part of the service.  The painted side that was previously facing up was now toward the ground and the worn side that was riding on the ground was now facing up in the air.  Customer was not happy with explanation.  Customer then called and spoke to [redacted] Sr at which point he stated he believed the wrong housing was installed on his machine.  [redacted] Sr instructed him to speak to [redacted] Jr who was off, but would be in the next day.  Customer said he would call around 9:30 am according the message that was left.  Customer called 2 days later and his call was returned within the hour.[redacted] Jr spoke with Mr. [redacted] about his concerns.  We explained that his machine did not have any work done on it that would require removing the front housing unit from the machine and disassembling it to even be in a situation where another mechanic could have been working on the same exact model, at the same exact time and day, having the same exact work done that the mechanics could have mistakenly installed the wrong part back on. The customer then suggested that one of the mechanics took off the front of his machine, disassembled it and stripped it down, and reassembled his machine with a housing that was in worse cosmetic shape so the mechanic could some how benefit from taking his housing....  which is equivalent to suggesting you bring your 10 year old car into a repair center and when you pick up it, you notice some scratches and dings on the hood that you didn't notice before...so you accuse the repair center of swapping your hood of your car with one from a same make, model and color of another car that was in for service??????  The customer then suggested he thought it was "Fishy" that our camera system just happened to not work when this happened to his machine.  I told him the camera system does in fact work, but like most camera systems, it's on a constant record loop of about a 2 week schedule so we would only be going back to about the first of the year, not the end of November so there is really nothing to try to compare.  And even if we were, the only thing we would see is the customer unloading, and reloading an orange snow blower.... like the other hundreds that have come and gone this time of year.  The customer was asked if the model and serial number on his machine and invoice were a match and if he had any records that would indicate that we somehow gave him back the wrong machine.  He stated the numbers matched but still believed at this point we stole part of his machine and gave him back a part that had more rust and then now said that we painted it?  At this point the customer was told that his accusations were off the wall and now he was being insulting and if he was so sure of this, why did he not point it out upon pickup.  At that point the machine had left our premises and could have been damaged in transport or maybe he was pulling a fast one on us.  The customer began screaming and swearing on the phone at which point the call was terminated.  The technicians who work here consist of personal friends and family, including former civil servants.  Without a doubt I can guarantee there was nothing of the sort performed with Mr [redacted]' machine as to what he is accusing us of.  I am perfectly willing to donate a can of official [redacted] touch up paint to Mr. [redacted] to help ease his mind about rust spots on his bucket assembly, which is perfectly normal for a 10 year old machine....which is why they sell and market touch up paint.  However, I certainly am not going to offer to replace a housing on his 10 year old machine with a brand new housing no matter how small or large the cost may be due to the fact it is a 10 year old piece of outdoor power equipment.  The idea is completely [redacted].