Warranty Question
We bought a Husqvarna walk-behind mower in May of this year. In less than 3 months it had broken (weld broke causing the blade height to not stay on one setting- it would slip off and go to the shortest setting). The mower was still covered under warranty so we took it to one of the two authorized shop options that Husqvarna gave us (the other was no where near us). That was July 31, 2013.
We were told by the shop that our mower should be done in 10-14 days. So two weeks later we still have not heard anything. I looked at my receipt to see that the estimated completion date was August 20, 2013 (so it was 10-14 business days- they failed to tell me that). No problem, we figured, it should be done in one more week. Skip to August 22 (I gave them a few extra days before calling). I call the shop and we're told that they're "waiting on a part" from Husqvarna and our mower should be done by the beginning of the following week. At this point our lawn has gone 2.5 weeks without being mowed- we were holding out for our mower to be fixed. So we had to hire a company to come mow our 1/3 acre lawn which cost us $90.00 out of pocket as we didn't want a ticket from the city. No call from the shop the following week so I call again that Wednesday. Oh, the part is on back-order but they should have it the next day and I should expect a call from them on Saturday (of Labor Day weekend). So the Tuesday after I'm promised a phone call, last Tuesday, I call again. They're still waiting on the part from Husqvarna. So we paid out of pocket again to rent a mower (the grass wasn't as long so we were able to do it ourselves this time). Here we are a week later, 6 weeks after originally dropping off our mower and still no call from the shop. I called them today and am again told that they're waiting on a back-ordered part from Husqvarna. I told the woman that that's the excuse they give me every time I call and she told me there's nothing they can do- the date that Husqvarna tells them the part is going to be shipped keeps getting pushed back. I can't get too angry at the shop if this is true, though there were multiple occassions that they could have called me to at least give me a status on the job.
So I call Husqvarna this afternoon. The woman won't even look up my information and keeps telling me there is nothing she can do. She stated that if I can tell her what the part is (are you kidding me??) then she can look it up and "confirm" it is on back-order. I told her I don't have that information and she again told me that she couldn't help me. I proceeded to tell her that we have now had to pay over $100.00 to maintain our lawn while their faulty mower is in the shop to be fixed and has been for 6 weeks due to Husqvarna's "back-ordered" part and asked if they would be reimbursing me for those costs. She told me "no, that's not covered under warranty".
So, we have now spent ~$320.00 for the mower itself, my time and gas to take the mower to the shop, my time to call the shop on multiple occassions and now call Husqvarna, and over $100.00 to maintain our lawn as we didn't have our brand new mower in our possession. What can I do to get Husqvarna to take care of this?! This is absolutely absurd and there is no reason as to why we should have to pay those costs out of pocket. I will never purchase a Husqvarna product again and advise none of you to, either. I am a patient person, and my patience has run out.
