Matt's Equipment Repair



Getting screwed by the big box stores

Posted by on October 28, 2015 at 1:05 PM

I had a conversation with someone yesterday, it is the same conversation that I have had over and over.  This guy bought a Poulan blower from Lowes, and after four months it stopped working, so he took it back to them to be fixed.  After they had it for a while they told him that the piston and cylinder were damaged and need replaced, they told him it would cost $125 to fix and he was only approved for $85 in warranty work, and this was for a blower that was only $140 new.  I have heard many versions of this story over the years, and as a warranty center for Poulan and a number of other brands, I can tell you that this is absolute BS.  This is their customer that they won't take care of, I take better care of their customers than they do.

Poulan (Husqvarna) is not a terrible company to deal with, you just have to jump throug their hoops, spend a little time on the phone, and get things approved.  If this was really a warranty case, Poulan would just ship a new replacement blower, and then pay a diagnostic fees to the service center to cover their time.  I have done this a number of times.  I don't understand why companies give their customers such a hard time with warranties.  Warranties are part of the game, you have to jump though some hoops and fill out some online forms, but in the end the manufacturer pays for it to be taken care of.  When someone brings me something to fix I am perfectly happy to take the manufacturers money.

So while were are on warranty, let me explain what warranty covers:  Warranty covers defects, it covers screw-ups by the manufacturer.  Things not covered, in this case, a 2 cycle with a bad piston and cylinder, I would have to show that it had mixed gas when it was run.  If the customer used straight gas that would not be the manufacturers fault, and yes we can tell.  The other biggest thing that no manufacteres cover is fuel related problems, if you leave gas in the machine for a long time, especially with todays gas, that gas over time will cause damage, and this is not the manufacturers fault, so carburetors can almost never be covered under warranty.

I do warranties for Poulan / AYP and for MTD which includes Troybilt, Yardman, Yardmachines, Bolens, Cub Cadet and more.  If you have one of these you are not stuck dealing with the store you bought it from.  I am more than happy to take care of any problems that you have.

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