Warranty Question
I purchased an SST25CE...used it 3 times and it quit. I...escalated
Warranty Question posted September 27, 2013 by Ric Jones
36 Views, 1 Comment
Question:
I purchased an SST25CE...used it 3 times and it quit. I took it to an authorized Weed Eater service center who called me and told me that the flywheel had come off and that part(s) had been ordered. I just checked back with them (6 weeks after delivering the unit to the service rep) and they advised me that "we are still waiting for the parts".
I don't know about you, but if I have to wait any longer, the growing season will be over, and I'll be shovelling snow which means that the Weed Eater will be of no use.
I called "Customer Service" and they said they couldn't do anything, that if it had to be repaired, then it couldn't be replaced and there was nothing they could do. I asked for an email address so I could send my concerns to someone and they couldn't provide me one.
Do I have to contact Scott Ride in order to get service?????
Customer Service also suggested that if it was going to be replaced that I would have to go back to the store where I purchased it with the appropriate paperwork (which I can't get because it is being repaired if the part ever arrives!). The store I purchased it from is 100 kms from here.....do you pay the gas and my time too? Not likely.
I would like my trimmer repaired now, or a new one within a week.
I have the receipt, I have the warranty confirmation, but I don't have a working Weed Eater.
Thank you, .... I await your reply.
P.S. If a part is so hard to come by, it implies to me that the company has a problem with its supply chain. If it is a part that does not 'usually fail' and is probably due to incorrect assembly at time of manufacture...then why not replace it right away? Just my thoughts.....
I don't know about you, but if I have to wait any longer, the growing season will be over, and I'll be shovelling snow which means that the Weed Eater will be of no use.
I called "Customer Service" and they said they couldn't do anything, that if it had to be repaired, then it couldn't be replaced and there was nothing they could do. I asked for an email address so I could send my concerns to someone and they couldn't provide me one.
Do I have to contact Scott Ride in order to get service?????
Customer Service also suggested that if it was going to be replaced that I would have to go back to the store where I purchased it with the appropriate paperwork (which I can't get because it is being repaired if the part ever arrives!). The store I purchased it from is 100 kms from here.....do you pay the gas and my time too? Not likely.
I would like my trimmer repaired now, or a new one within a week.
I have the receipt, I have the warranty confirmation, but I don't have a working Weed Eater.
Thank you, .... I await your reply.
P.S. If a part is so hard to come by, it implies to me that the company has a problem with its supply chain. If it is a part that does not 'usually fail' and is probably due to incorrect assembly at time of manufacture...then why not replace it right away? Just my thoughts.....
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Answer
It appears that nobody from WeedEater reads these. It has been a full week since I reported that I wasn`t getting any service under warranty from WeedEater. I think it is about time that I spend some money and get a better product, and also start a website with my story. There are some nice web tools available that can get you high-ranking (page 1) on Google and the other search engines. Maybe if I get a website up, then when anyone searches for WeedEater, they`ll hear my story first. Anyone think that would get the corporate people at WeedEater to consider my situation?
10 October Update
No comments. No contact from WeedEater. Repair depot still waiting for part.....back ordered... Days are getting shorter, and I'm tuning up my snowblower. WEEDEATER is NOT a product I will purchase again. Am I frustrated? You bet. Can I do anything about it? No...since it is virtually impossible to find a real person at Weedeater to talk to or to send an email to....Try Google and see if you can find an email address....
23 October 2013
FINALLY !!! Got back my Weed Eater from the service depot. The part was delivered to them about 10 days ago, and they finally got around to putting things back together. Runs great....but sadly, it is time to winterize it and put it away until next year. What do you think my chances are of getting the warranty extended for 2 months as compensation for the time in the shop? My guess is that "Slim" and "No Chance" are the two options. Of course, if someone from WeedEater actually read these posts and comments, I might have a better idea. So here is the challenge:
Answer Army: If you read these, please acknowledge this post/edit. If you do not respond, then everyone else that finds this will know that the 'customer service' aspect of buying a WeedEater leaves much to be desired. If you do read these, then maybe you can answer whether or not someone would extend my warranty for two months as compensation for waiting to get the defective WeedEater SST25CE fixed and not being able to use it. Thank you.
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