Kenny's Jack Of All Trades

Revdex.com? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Customer Concern ID *** ? We recently sold a new *** *** 42” Lawn Tractor to a customer who called us two days later indicating that the tractor would not handle his
hillHe stated that he spent about minutes trying to mow and the mower could not be stopped once it started down the hill and he felt uncomfortable on the tractor When asked how steep the hill was, he said that he had measured it and the incline was degreesHe was then asked what was used to mow it before purchasing the tractor and he said a neighbor had a commercial grade walk mower and he has mowed it some and also a landscaper had mowed it some with a commercial grade zero turn rider(All mower manufacturers state in their owners manuals not to mow slopes greater than degreesMany customers do, but do so at their own riskLarger commercial mowers will handle steeper sloops than smaller residential mowers, but the manufactures disclaimer applies to all mowers.) During the conversation he asked what his options were and we replied that the mower was no longer new, and could not be sold again as newHe understood that and again wondered what could be done and we informed him that our long standing return policy was a 25% restock feeHe seemed aware of that (it is printed on the invoice) and thought a $or so restock charge was a bit muchWe continued to talk and he stated that he guessed he would try and sell the mowerThe entire conversation was straight forward and cordialIn speaking with the salesman who sold the mower, most of the conversation with the customer was about the *** tractor and how it compared to other tractors the customer was looking atHe stated he had a hill (didn’t mention how steep) and the salesman thought he said he had used a lawn tractor on it before.? ? Our experience with customers discussing hills has been that the customer generally has a difficult time determining how steep the hill is and one way of getting a general idea of what the customer is dealing with is to listen (or ask) what kind of mower they have been using on their hill? ? ? ? ? On Saturday 3/26, customer came in and talked with one of our staff and agreed to return the mower and adsorb a 10% restock feeWe are to pick up the tractor on Wednesday 3/

[A default letter is provided here which indicates your acceptance of the business's response? If you wish, you may update it before sending it? If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
As per phone call 4/(9:40) to Revdex.com
Regards,
*** ***

Revdex.com                 Customer Concern ID [redacted]   We recently sold a new [redacted] 42” Lawn Tractor to a customer who called us two days later indicating that the tractor would not handle his...

hill. He stated that he spent about 20 minutes trying to mow and the mower could not be stopped once it started down the hill and he felt uncomfortable on the tractor. When asked how steep the hill was, he said that he had measured it and the incline was 40 degrees. He was then asked what was used to mow it before purchasing the tractor and he said a neighbor had a commercial grade walk mower and he has mowed it some and also a landscaper had mowed it some with a commercial grade zero turn rider. (All mower manufacturers state in their owners manuals not to mow slopes greater than 15 degrees. Many customers do, but do so at their own risk. Larger commercial mowers will handle steeper sloops than smaller residential mowers, but the manufactures disclaimer applies to all mowers.) During the conversation he asked what his options were and we replied that the mower was no longer new, and could not be sold again as new. He understood that and again wondered what could be done and we informed him that our long standing return policy was a 25% restock fee. He seemed aware of that (it is printed on the invoice) and thought a $500 or so restock charge was a bit much. We continued to talk and he stated that he guessed he would try and sell the mower. The entire conversation was straight forward and cordial. In speaking with the salesman who sold the mower, most of the conversation with the customer was about the [redacted] tractor and how it compared to other tractors the customer was looking at. He stated he had a hill (didn’t mention how steep) and the salesman thought he said he had used a lawn tractor on it before.    Our experience with customers discussing hills has been that the customer generally has a difficult time determining how steep the hill is and one way of getting a general idea of what the customer is dealing with is to listen (or ask) what kind of mower they have been using on their hill.         On Saturday 3/26, customer came in and talked with one of our staff and agreed to return the mower and adsorb a 10% restock fee. We are to pick up the tractor on Wednesday 3/30.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
As per phone call 4/5 (9:40) to Revdex.com.
Regards,
[redacted]