Phil's Small Engine Repair

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ On July 23, 2015, Customer presented her lawnmower for repairShe stated her neighbor said it is a carburetor issue and all she wanted done is the carb cleaned and a handle put on the recoil rope; if unit requires anything else, call first Upon inspection of the unit, and after attempts to clean the carb were unsuccessful, it was determined that a new carb would be requiredThe customer was contacted and advised of the situation and of the repair cost – approximately $for a new carb and some minor maintenance (air filter plugged so needs to be replaced)She requested our opinion as to whether or not the unit was worth the repair and we advised that the older machines are often better to be kept in running order as the quality is just not available in the newer productsWe did quantify that this was an older machine and that we cannot guarantee the condition of the rest of the unit but that it does appear to be in good working condition with the exception of the carburetorShe elected to have the carb replacedWe replaced the carb, replaced the air filter, replaced the fuel and installed a handle on the recoilWe then tested the unit and it ran fineThe unit was picked up by the customer on August 13, Approximately September 15th, the customer contacted us stating that when she went to use the mower approximately one week after picking it up, it was hard to start (we were not advised of this situation at the time) and that when she went to use it this weekend (she was away for a while so this is the next time she tried to use it), it would not startShe contacted us and we advised we would pick the unit up (she has a hard time loading and unloading the unit) to inspect it to see what we could find (we warranty our repairs for days)Upon inspection, it was discovered that the engine was seized and was over-full of oilWe advised the customer that warranty was not applicable as the failure had nothing to do with the work that we performedUpon un-seizing the engine, the mower started on two pulls indicating that the carburetor was working just fineHowever, the engine was knocking and there was oil spilled on the mowerIt is my professional opinion that the unit was run out of oil and seized up and then oil added to the engine prior to it being presented for repair the second timeIt is the obligation of the operator to check the oil before each use so therefore, I do believe that we are in our right to not assume responsibility for the engine failureUpon talking to the customer, she explained to me that she had since bought a $mower and was showing it off and complaining about our serviceI suggested to her that if she would have enquired about purchasing a new unit from us, we would have offered a discount as a goodwill gesture, not as part of a warranty issue We feel we have fulfilled any obligation to the customer in that we did not charge her to pick her unit up nor charge her for the inspection and diagnosis of the failure

Initial Business Response /* (1000, 5, 2015/10/06) */
On July 23, 2015, Customer presented her lawnmower for repairShe stated her neighbor said it is a carburetor issue and all she wanted done is the carb cleaned and a handle put on the recoil rope; if unit requires anything else, call first
Upon inspection of the unit, and after attempts to clean the carb were unsuccessful, it was determined that a new carb would be requiredThe customer was contacted and advised of the situation and of the repair cost – approximately $for a new carb and some minor maintenance (air filter plugged so needs to be replaced)She requested our opinion as to whether or not the unit was worth the repair and we advised that the older machines are often better to be kept in running order as the quality is just not available in the newer productsWe did quantify that this was an older machine and that we cannot guarantee the condition of the rest of the unit but that it does appear to be in good working condition with the exception of the carburetorShe elected to have the carb replacedWe replaced the carb, replaced the air filter, replaced the fuel and installed a handle on the recoilWe then tested the unit and it ran fineThe unit was picked up by the customer on August 13,
Approximately September 15th, the customer contacted us stating that when she went to use the mower approximately one week after picking it up, it was hard to start (we were not advised of this situation at the time) and that when she went to use it this weekend (she was away for a while so this is the next time she tried to use it), it would not startShe contacted us and we advised we would pick the unit up (she has a hard time loading and unloading the unit) to inspect it to see what we could find (we warranty our repairs for days)Upon inspection, it was discovered that the engine was seized and was over-full of oilWe advised the customer that warranty was not applicable as the failure had nothing to do with the work that we performedUpon un-seizing the engine, the mower started on two pulls indicating that the carburetor was working just fineHowever, the engine was knocking and there was oil spilled on the mowerIt is my professional opinion that the unit was run out of oil and seized up and then oil added to the engine prior to it being presented for repair the second timeIt is the obligation of the operator to check the oil before each use so therefore, I do believe that we are in our right to not assume responsibility for the engine failureUpon talking to the customer, she explained to me that she had since bought a $mower and was showing it off and complaining about our serviceI suggested to her that if she would have enquired about purchasing a new unit from us, we would have offered a discount as a goodwill gesture, not as part of a warranty issue
We feel we have fulfilled any obligation to the customer in that we did not charge her to pick her unit up nor charge her for the inspection and diagnosis of the failure