The Run Around
Answered
I bought a $2900.00 Craftsman T-310 riding mower in April 2021 from Lowe's. It quit running in the middle of cutting and will not start. This was mid August 2021. It is under manufacturer warranty. The first inquiry I was told to call a repair shop that are closed. The second call I was told that they would find a repair center and be in touch via email in a few days and they were keeping a log of all that transpired to date and assigned a case number. After 10 days I called a 3rd time. Not one entry to that case number. I was given a number to a repair that laughed and said they do not work on Craftsman mowers. At this point, I called Lowe's and they offered to pick the mower up (at my cost) and send it to where they get their warranty service done. After 9 days I inquire and it has not even left their store. Three days later I find out my mower finally ended up in Pittsburg (another state) for repair. 10 days later I call Lowe's again only to find out the parts are on back order with no idea when I might get my mower. It has 30 hours on it!!!
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By the way, I'm paying $100/week to get my yard cut while being subjected to this treatment.
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Hello Kevin Whitmore
Thank you for contacting us! We've opened up a ticket with our customer service team and will work to resolve your issue. 3 -
During my phone call to the store manager at Lowe's on 09/17/2021 he stated that my mower did arrive at the repair facility in Pittsburg. He also stated that the part(s) were on backorder but did not know what they were. He said the good news was that it had to be less than $300 or they would have had to call me by law. I was told I'd get a call Monday 09/20/21 to let me know if it made it on the truck, and if it did I'd get my mower the following day (I'm thinking to myself "what about the part(s) being on back order" but bite my tongue. I get no call on the 20th, and call the store at noon on the following day. I was told the manager was on vacation and got an assistant manager instead. I was told they would look into it and return my call later that day, without fail. Guess what??? Yep, you got it, no call. So today (09/22/2021) I get a call from Lowe's warranty service stating that the repair facility has looked at my mower and the initial cost for repair is $329.00 and I need to authorize the repair. At that point, with it running they can assess any further needed repairs and still no idea of when I might get my mower back. All of this is at my cost and I will then have to go back to "battle" to get reimbursed through the Craftsman warranty. I didn't have much choice here because of the initial runaround here and the fact that I'm at nearly two months of paying $100/week to have my yard mowed, with no end in sight. I'd like to point out that my income as a disabled Veteran is limited and have shelled out $580 so far (not counting any repairs) and its looking like several more hundred minimum before I get a brand new mower back (30 hours on it). All I did was trust the Craftsman and Lowe's name. The mower is registered, all calls documented, case number has been generated so there is no question as to my having done everything right. Upon reading the initial post here, I was contacted by some branch of Craftsman and they said that they would forward it to the gas powered motor division. That was 3 days ago and still no word. Is this how you treat your customers (and Disabled American Veteran Men and Women)?
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P.S. Who knows what parts were on back order, when they had to call my 5 days later for me to authorize ordering the parts 😅
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Kevin,
Was this ever resolved?
Just curious. I personally have only had great experiences with returns and exchanges when ive had issues but never for a $4000 piece of equipment. I would hope this has been resolved by now and hate to hear this being a huge advocate for Craftsman.
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This is still a work in progress. I did get my mower back yesterday (10/25/2021) but I’m still dealing with reimbursement. I will post an update.
I have been buying Craftsman hand and power tools, mowers, chainsaws, utility carts and tool storage since the mid 70’s. I’ve had a few issues, but never nothing like this.0 -
We contacted Craftsman about our mower that died after 4 months. Craftsman sent us a UPS slip. After we purchased the box and packing materials and returned the mower, we never heard from them again. Over 5 months later, we have no mower and no money for the defective one that was returned. I am now getting emails from their Customer Care department saying that we have not responded that have our response attached in the email chain.
Good luck on getting reimbursement as Craftsman has both the mower and our money and now are acting like we don't exist.
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Hello Sandra Chance
We apologize for the delay in the process and the lack of response, please check your email for comment from our customer service team.
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Zowie. I'm thinking that this is not a good reflection on the Craftsman brand. Suggest Toro next time.
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Mark Harris
It is possible that some Toros have the same Kohler engine as the Craftsman T-310.I personally am not a fan of Kohler engines period.
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