Ludwig Saw & Tool Sharpening

I AM SORRY THE CUSTOMER FEELS LIKE HE IS GETTING THE RUN AROUND. THIS IS A NEW ENGINE THAT MTD HAS MADE THEMSELVES AND HAS ONLY BEEN OUT ABOUT 2 YEARS AND IS STILL IN THE EXPERIMENTAL STAGES. WE HAVE A GUIDELINE TO FOLLOW WHEN A CUSTOMER IS CLAIMING WARRANTY. THIS ONE HAD VERY VERY BLACK...

OIL IN IT. YOU COULD NOT SEE THROUGH IT. I ALREADY KNEW AT THAT POINT THAT IT WAS A LACK OF MAINANCE ISSUE, BUT CONTACTED MTD FOR THEIR OPINION. THEY INSTRUCTED ME TO TEAR DOWN ENGINE AND SEND PICTURES TO THEM. I SENT THEM 3 SETS OF DIFFERENT PICTURES AS REQUESTED OVER A 4 WEEK PERIOD.MTD CALLED ME BACK AND SAID THEY HAVE DECLINED THIS WARRANTY.IN MY OPINION THIS OIL LOOKS LIKE IT HAS NEVER BEEN CHANGED. BUT THERE IS AN OIL OUT THERE THAT IS A RECYCLED OIL THAT IS SOLD IN CONVENIENCE STORES AND THAT IS SOME BAD OIL. EITHER CASE, IT WAS MTD'S CALL AND THEY DECLINED IT.THANKS[redacted]