I am responding to complaint #[redacted] filed on 7/18/2015 by [redacted]. The mower in question was purchased by her mother on June 6, 2014. [redacted]'s mother called to say that her mower would not start. I explained to [redacted] mother that her mower is under warranty and that if she took...
it to an autherized service center the warranty would cover anything that was not concidered normal ware. I gave her the number to Weber Motors in West Texas who is an autherized service center. She said ok and thanked me for the information. About a week later [redacted] (the daughter) called the store. She was very upset that her parents would have to take the mower to the shop. I explained to her that this is how the warranty works. I told her that she could find this information in the book that was given to her mother at the time of purchase. I also gave her my direct number to [redacted] and to [redacted] my sales rep. I apologized for the incovience but explained that we do not have a service truck to pick up the mower and transport it to the shop in West, Texas. She became very upset and said that we were taking their money and not standing behind our product. I told her I was very sorry she felt that way, and again explained that we are not certified to work on mowers and it was really out of my hands. Sims Home Center takes pride in assisting our customers. We go above and beyond when we can. Unfortunatly, in this case there was nothing we could do to resolve this situation. I feel bad that they do not have the ability to take their mower to the shop in West, Texas, However, There are not many places anymore that will pick up a mower to take it to the shop. I have attached copies of the information that was given to our customer. Sincerely, [redacted]
I am responding to complaint #[redacted] filed on 7/18/2015 by [redacted]. The mower in question was purchased by her mother on June 6, 2014. [redacted]'s mother called to say that her mower would not start. I explained to [redacted] mother that her mower is under warranty and that if she took...
it to an autherized service center the warranty would cover anything that was not concidered normal ware. I gave her the number to Weber Motors in West Texas who is an autherized service center. She said ok and thanked me for the information. About a week later [redacted] (the daughter) called the store. She was very upset that her parents would have to take the mower to the shop. I explained to her that this is how the warranty works. I told her that she could find this information in the book that was given to her mother at the time of purchase. I also gave her my direct number to [redacted] and to [redacted] my sales rep. I apologized for the incovience but explained that we do not have a service truck to pick up the mower and transport it to the shop in West, Texas. She became very upset and said that we were taking their money and not standing behind our product. I told her I was very sorry she felt that way, and again explained that we are not certified to work on mowers and it was really out of my hands. Sims Home Center takes pride in assisting our customers. We go above and beyond when we can. Unfortunatly, in this case there was nothing we could do to resolve this situation. I feel bad that they do not have the ability to take their mower to the shop in West, Texas, However, There are not many places anymore that will pick up a mower to take it to the shop. I have attached copies of the information that was given to our customer. Sincerely, [redacted]