GXi International

Product does not work properly.Belt will not stay on mower deck.Desired SettlementI paid 2500.00 for this mower, I would like my money back or a mower that I don't have to work on.Business Response The customer purchased a 48" mower 9 months ago.He has made no attempt to contact the manufacturer prior to filing this complaint.The customer describes symptoms that indicate he has a worn deck belt. This is a normal wear and tear item and not covered by the manufacturer's warranty (consumables including belts, blades and oil are not covered). Deck belt wear can be accelerated if the mower is operated with dull blades, in very tall grass, and/or over rough terrain.However, GXi offered a free deck belt ($55 value) as a resolution for this issue. The customer has declined, saying he is not willing to change the deck belt himself nor is he willing to pay for a service center to perform the task.GXi arranged for at-home service to replace the belt for a fee of $90 (travel time and labor) and this was declined. GXi also recommends the customer consider performing annual maintenance including an oil change, sharpen blades, lubricate the grease fittings, inspect the fuel filter, clean the air filter, clean the carburetor and verify tire pressures before the summer mowing season starts.If the customer changes his mind, GXi would be happy to work with him to resolve his worn deck belt issue.Consumer Response The company did not offer me a free belt. They offered a belt at a reduced price,The reason the belt is worn is the belt will not stay on the pullies.I did not use the mower in the winter months. That is why I did not call them earlier. I do not feel that I should pay a service tech. to repair the mower.Final Business Response Mr. [redacted] was offered twice last week that the manufacturer would send him a deck belt under warranty. This offer still stands. He can call the customer service help line and request to speak to the supervisor and she will make the arrangements.The reason Mr. [redacted] declined the free deck belt is he wanted the manufacturer to pay for labor for routine maintenance on his mower. Belts, blades, oil, gasoline, carburetor, filters and batteries are not covered under the warranty terms and are the responsibility of the equipment owner. We made an exception to cover a replacement deck belt to resolve this matter but decline to offer to service Mr. [redacted]'s mower free of charge. At home service was arranged by GXi for a $90 fee. This was not acceptable to Mr. [redacted].His options are to accept the free belt and install it himself and perform his own routine maintenance; accept the free belt and take the mower to a service center of his choosing for annual maintenance; or decline the free belt and continue to operate the mower with a worn belt.