|Posted by firstname.lastname@example.org on July 20, 2017 at 11:00 PM|
I encounter more and more shops that are refusing to do warranty work. To be a warranty center, you have to meet each manufacturers requirements, and this can be expensive to due. Many also have education requirements, and then warranty does not pay as well as non-warranty work. Then we come to knowing the rules, and that is today's story:
I had a customer that call Cub Cadet (MTD) who referred them to me for a riding owner that would not start. Customer service told the customer that it was still under warranty and that I could take care of it. He brought me the mower, the problem was that the valves had gotten too loose, which raised compression to the point that it would not turn over. So, I adjusted the valves and the problem was solved.
But now we get to the warranty part of this story. This mower was two and a half years old and MTD stated that it had a 3 year warranty. Engine warranty is handled separately, in this case it was a Kohler issue, but Kohler only has a two year warranty on the engine, so in the third year engine warranties are covered by MTD. No problem, that just means that I file the warranty with MTD instead of Kohler, except this was a valve adjustment. Kohler will cover valve adjustments as a warranty issue, but MTD will not saying that adjustments are part of maintenance and not warranty. So because the warranty has moved from Kohler to MTD, it is no longer covered.
Luckily this was a cheap repair, but I still had to explain this convoluted story of how warranty coverage does not work to the customer. This is also a shinning example why why more and more shops are refusing to to warranty work all together.