State Equipment

I have attached the purchase order of said customer to the correct date of purchaseIt was July of not as stated July 2015.We uncrated and assembled the mower (T2380A248) in question the very same day of the purchaseIt was gone over and mowed with.It was checked out according to the proper inspection list which was provided by the manufacturerWithin the first week I was called to come to the customer’s place of residence because the mower deck belt had come offI advised them I would personally come over thereUpon arrival I found the belt had been reinstalled by the customer incorrectlyI removed the deck belt and installed it correctlyI asked the female customer to mow a little for meAs it started out the Mower was only ran at an idleI advised both customers at this point the mower has to be ran at the proper Revolutions Per Minute to operate the mower and transmission properlyI demonstrated how the belts were jumping or vibrating because a lack of power to the mower deckI was assured the by the male customer the mower would be ran correctlyThe female in question told me this is the way I ran my old mowerI again tried to explain to both parties that this was not proper operation of this new mower in question.I was then contacted toward the end of August of that the belts had been cutI personally drove over there and install the first set of new beltsI live fifty six miles from this customer and now had made two round trips in total of miles and one set of belts which the customer was not charged labor nor did we ask that they pay for the belts, because of what we call good willI again advised the customer that the mower in question not to be ran at an idleAt this point in time she advised me that her husband was sick and in the hospital and she was very thankful that we had done this for them, but that was the way she had ran her old mower.I was called in or around the end of June of that the belts had come off againI advised the customers that per the warranty book they had signed, that the mower in question needed to come into the shopI was told that I was an awful person and this was a lie and I was a liarThis book must be signed by all customers and reported to the manufacturerI advised the customer we could send someone over to pick up the unitUnder the understanding they have to pay for it according to the warranty booklet in their passionThis infuriated the customer and they talked to me as if I were a little lower than dirt.The customer said I will work something outIn three to five days I had a phone callThe customer had some who would repair the mower deck at or around their homeThe customer came into get the belts, and placed them on the parts counter and wanted to know why they kept coming offThe parts guy whom had been cleaning up during the day proceeded to take the belts from the counter and lay them behind the counter so if another customer would come in they would not be in inconvenienced in any wayYes they were nasty and dirty but no one acted ugly we have customers come in all day long with dirty and greasy hoses bearings and sealI gave the new belts to the customer and asked them to have whoever was doing the work to call meI wanted to check on the integrity of the pulleys on the mower deckIf the pulley had a defect such as a burr, crack, and or chip in the metal causing it to need replacementI did not hear anything thinking all was well.I was called in April of that the belts had been cut and were off of the mower deck the fourth timeA gentleman from the manufacturer called and asked me to work out getting the mower into our shopThe agreement the customer had with service repwas they the customer would pay $ pickup and delivery.When the mower arrived at our shop the first thing that was noticed was the belt covers were not on the mower deck which is in direct violation of the safe operation of the mower and they also help keep the belts in the proper area of operationAs we inspected the mower the mower deck brake cable was also broken causing the mower deck not to spin even thou the belts that are run off the engine and are still spinning causing the drive belt to breakThe manufacturer service repwas at our shop that day and also found that a screwdriver was lodged in under the seat sticking out in under the mower causing a problem and when it was thoroughly inspected and all was checkedWe ordered new belt and a mower deck brake cableUpon installing the new belts and brake cable the service rep measured the belt clearance and checked the R P M of the engine and asked where was the mower deck belt covers wereWe told him they were not on the mower when it came inHe then proceeded to say that this is a common mistake and all warranty will be null and voided at this time on this unitSticks, rocks, and even someone’s foot could get caught in it causing damage not only to the mower deck but the customer operating the mowerThat is probably why the brake cable was broken due to debris getting in the pulleys of the mower deckI had someone mow for over an hour at the proper R P M and it mows really nice.I made the phone call to the service rep she had talked toHe then proceeded to advise me that the customer in question had to pay for the belts, brake cable and labor to remove and install themThis was not a decision on my part but the manufacturerI called the customer and she asked if was o.kto pay with a check and I said yes, due to all she had been throughThe driver, who does not work for us, came in and said here is the checkThe customer claims that I said she could give us a postdated checkThis is strongly against my employer’s rules and regulationsIn years of employment I have never taken a postdated check these are the rulesThe day in question that this customer called me and went ballistic on the phone with a few choice words and said that I was disrespectfulThe customer did not did not realize that before I could pick up my phone put down my water and sandwich that they were on speaker phone and several individuals heard all that was said due to the fact I was on the speaker phone with an employee at another store previously.On a personal note I have never yelled at a customer or even an employee that I work with or works under my authorityI feel this is a cowardly and degrading way to deal with people as a whole no matter what happens in life it is not worth hurting someone feelings or pride in what they believe to be the best of their ability to accomplish what they have set out to do in life!Thank you for the opportunity to explain our side of the story