Signature Iron Doors

While the cardholder's situation is unfortunate, Birchwood Equipment is not at fault When the cardholder originally selected an item to purchase, that part automatically
superseded to a new part which means that the old part has been discontinued and replaced by an updated version that is still compatible Both the cardholder and our sales representative confirmed these facts with the official Briggs & Stratton Technical Support via telephone It is important to note that we are a Briggs & Stratton dealer not the actual manufacturer, nor are we mechanics which is why both parties confirmed the new part with the qualified Briggs & Stratton Technical Support
Whether or not the new part turned out to be compatible, it is a non-refundable item according to our terms and conditions for two reasons; the item he purchased is non-refundable because of the type of merchandise it is, and also because the packaging was opened According to our terms and conditions "Items that cannot be returned includeany fuel system partsfuel pumps Items must be returned unused and in proper packaging." The cardholder called about the new part and our sales representatives informed him that we could not accept his refund The cardholder spent the money to have it shipped back to us against our advice, hoping for a refund The cardholder's claims that our representatives were "rude and no help whatsoever" are because he was not eligible for a refund, and there was little we could do to remedy the situation
When the cardholder made a purchase on our online parts store, he simultaneously accepted the terms and conditions as seen at http://www.birchwoodequipment.com/pages/Shared/ViewLinkInfo?PageType=custom&Link...⇄ therefore he should have known that he was taking a risk when he purchased an item that is clearly non-refundable Birchwood Equipment performed all services correctly, politely, and in a timely manner
In addition to the link provided above to our terms and conditions, I have also attached the following documents as evidence:
-The original order invoice with notes
-Proof of delivery
-Page of our terms and conditions with applicable phrases highlighted
Thank you for your attention to this matter
Birchwood Equipment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
From: *** *** ***>Date: Thu, Apr 17, at 6:PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: "[email protected]"
it seems that after all that's been said that I found the right part from another brigs and Stratton dealer and it works fineI would also say that if they can prove to me that the part they sent works I will be more than happy to drop this, also when I said that I wanted to return the part they said they didn't want it back , they said it was the right part and that I should try to make it work, that is the only reason I took it out of the package , then when I said it would not work they said it was the right part and they did not want it back .really people the two parts do not even look to be close , I have the pictures if you would like to see them
Regards,
*** ***

Since Birchwood Equipment is an online parts store, we only place daily orders for the most updated parts on an as-needed basis as opposed to keeping inventory.  It is likely that the cardholder was able to get the part he originally wanted elsewhere from a dealer that carried that older item.  We are pleased to hear that he has the product he wants, even though we could not supply it for him because it is no longer in production.
 
Although it says in our terms and conditions that we are only a dealer and that "we are not mechanics" I went ahead and did some technical research at the customer's recent request about the superseded (upgraded) part the the customer received in place of the part he wanted, and this is what I found out:
 
The part the cardholder wanted was [redacted], but it was discontinued and upgraded to [redacted] which is what he received.  The new pump will utilize the old pulse line and the old fuel inlet line (from the fuel tank). The factory has supplied a new fuel outlet to carburetor line that is molded on one end. As indicated on the instruction sheet supplied, the molded end goes on the carburetor inlet fitting.
The pump will mount to the blower housing using one of the original mounting holes. The instruction sheet supplied with the kit shows the fuel line to the carburetor going downward. This may not be accurate as the fuel outlet fitting will be pointing upwards when installed onto the blower housing. The air filter base will fit without interference with the new pump/hoses.  Please see the attached screen shot of the email from our B&S distributor stating this information.
 
I believe that it is unfortunate that the customer was not supplied with this extra information at the time he received [redacted], however Birchwood Equipment is certainly not at fault and the cardholder should have further investigated with the manufacturer and their official technical support.  Instead, the cardholder paid to return the part even though he was told that we would be not able to refund him due to our Terms and Conditions.  The part is non-refundable because of the type or part this is, and also because the package was open.  It is also important to note that the cardholder was given proper disclosure of the Terms and Conditions, since he placed the order online and the order will not process unless the customer checks off that "I have read and agree to the terms and conditions."  Please see the attached screen shot of an online order being placed showing that the terms and conditions have to be acknowledged before the order gets placed.
 
We sincerely hope that this additional information will help assure the customer that Birchwood Equipment provided him with the correct part for his needs, and performed all services correctly in a polite and timely manner.
 
Thank you.

We would like to apologize for the delay in responding to the referenced complaint#, from our customer, [redacted]  The noticing email from the Revdex.com was sent to an old employee.   Mrs, Mr;[redacted] did have a valid warranty  claim.  We did hove a delay in...

sending out a representative to her area to make the needed wsrranty repairs.  Mrs. [redacted] has elected to have the repairs done by a cornpany near her.  We feel those costs were fair and we have sent herreimbursement payment.

We would like to apologize for the delay in responding to the referenced complaint#, from our customer, [redacted]  The noticing email from the Revdex.com was sent to an old employee.   Mrs, Mr;[redacted] did have a valid warranty  claim.  We did hove a delay in...

sending out a representative to her area to make the needed wsrranty repairs.  Mrs. [redacted] has elected to have the repairs done by a cornpany near her.  We feel those costs were fair and we have sent herreimbursement payment.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I do find it unsatisfactory that I had to take the initiative after almost a year to have the door repaired.  It was quite easy for them to make the arrangements (a local painter) as it was a warranty issue.  I had to be out of pocket for the repair and then send them the bill in hopes they would pay it.  They have poor customer service and the quality of their product is not what is advertised.  Buyers should be aware when the are thinking about purchasing from this company.

Regards,