To whom it may concern, *We contacted your company on May **, **** with a concern and w...
GetHuman-mkbilz's customer service issue with Briggs & Stratton from May 2018
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The issue in GetHuman-mkbilz's own words
To whom it may concern, *We contacted your company on May **, **** with a concern and wanted to clarify that what I was told by a representative is accurate. *We purchased a Husqvarna EZ*** with a Briggs & Stratton **hp Endurance Series engine in the spring of ****. *Reasons for our purchase: We wanted a well-respected quality product that was durable. *We explained our terrain to the dealer and our needs for the space to mow. He showed us this model saying that this was durable, quality product that fit our needs and was well respected. With proper maintenance it should last us a good **-** years. So we purchased it and had the dealer*certified maintenance company Western Auto perform yearly service to our product. *From the very first cut I didn’t like how the unit was cutting. It would leave a ridge when we cut it. We had to clear the shoot often or the deck. It would sometimes clog and the deck cleaner didn’t clear or clean it out we had to manually scrape it. *We did bring all of these concerns to our mechanic and we tried several troubleshooting problems he suggested but still with no rhyme or reason we’d have these concerns from time to time. We were finally left with an explanation of maybe the grass we were cutting was too high or too moist. So we would double cut and scrape the mower as it seemed there was no other recourse. We had done everything in our power to make sure the unit was performing as it should and were resigned to the fact that our research was wrong in both the mover and engine being superior products. *I was not happy about that fact but was ok with it and ready to chalk it up to bad research on my part until this season. I have a * year old product that now has blown an engine. An engine that had just been serviced the month prior to the breakdown. An engine that had been researched and recommended to be able to handle the terrain we have at our home. An engine that we paid extra every year to be maintained by a certified mechanic. *In researching why an engine that only lasted HALF of its life expectancy would quit on us we found that many of the earlier problems we were having with performance are not usual of either of these brands. We also found that the performance issues could have been contributed by the engine not working to its best capacity and that it wouldn’t necessarily be caught on our mechanics diagnostics. Also that they no longer make this engine (maybe due to this issue?) We also found that Briggs and Stratton had some of these issues with some engines not performing as they should in the past. *We called Briggs and Stratton customer service and for the most part they said too bad, sorry. It sounds like your mechanic dropped the ball on this one and you are out of warranty. (Even agreeing that this engine shouldn’t have died at this age)*We also called Husqvarna who contracted Briggs and Stratton to place their engine in this model. Who train and certify the dealer and mechanics we take the mower to as well. They initially said we needed to try to call Briggs and Stratton are not getting back to us now. *We were told by the mechanic that there was no reason in regards to the engineering of the machine to make the engine blow but the replacement engine ($****) needed to be a Briggs and Stratton again We are a bit hesitant to do this as it has been proven Briggs and Stratton does not stand behind their product but we have no choice as we are in the springtime of PA were we need to mow our large property daily and do not have another $**** to put our either otherwise I’d scrap both of these products if this is what quality the companies are putting out there. *We had called customer service for both companies in hopes of getting some understanding of the situation and help. *All we received from your customer service representatives was that they agreed that * yrs for a maintained mower is not normal and very low end life expectancy. They put higher quality products out like that but because we’re out of warranty they can do nothing about it. *Is there nothing really you can do to help a consumer who took a chance on your product and is left with a pile of trash because they apparently got a dud engine? Especially if this is not the norm for your product? Machines are machines they break they sometimes don’t work like they should but shouldn’t companies stand behind the duds as well as the high performance ones too. *Thank you for your time
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