TURF & TRAIL

I've had my mower for probably 12 or 13 years. In that time I've had it serviced a few times and it has faithfully started on the first pull about 99% of the time. On my fourth or fifth mowing of this season I ran out of gas. After I refilled the tank and restarted the engine, it would only run with the choke on. I brought the mower in and explained what had happened. They asked if I wanted the spring service done, or just to get the mower running again. They let me know that the average cost of a spring service was around $135. That seemed a bit high, but as long as I'd dragged the thing in I thought I might as well have all that done at the same time. They also let me know that it would be about two and a half weeks to complete the work (understandable given the number of people bringing in their mowers this time of year). So far so good. I received a call that my mower was done and that I could come pick it up. I went in and paid my bill, which ended up pretty close to what they had indicated. At checkout I was educated about gas (don't use gas with ethanol, with all the additives in gas now it starts breaking down after 30 days) and was given a bottle of fuel stabilizer and instructions on how to use it properly to prevent a repeat visit to the shop next year. The mechanic who worked on my mower helped me load it in the truck and home I went. When I got home I unloaded the mower and eagerly set about starting it to confirm that it had been returned to its one-pull reliability I've appreciated for so long. Fuel on, choke on, pull. The engine roared to life and then promptly died. Odd. I checked the tank. There was some gas in there, but it wasn't full. I fooled with it some more and still couldn't get it to run. Off I go to get some fresh gas to treat before putting it in the tank. I followed their instructions on gas to the letter, then put some in the mower's tank. Still the best I could manage was the engine starting up then dying. Frustrated to have spent $142 and the time and energy of taking it in and bringing it back only to have it run worse than when I took it in, I loaded it back in the truck knowing I would have to return it the next day. The next morning I went in and said there seems to be some mistake, I picked up my mower last night and I can't get it to run. First question: Did you use fresh gas? Yes, I followed your instructions to the letter. So they called out the mechanic and we went out to my truck and took the mower down, and sure enough I wasn't crazy or incompetent -- it wouldn't start for him either. He said he'd take it back and see if they "missed something." A couple hours later I received a voice mail that my mower was ready. They found what looked like rust specks in the carburetor. They didn't know if they'd come from my gas can (side note: it's plastic) or what. Hard to say, but that system was all cleaned out before you picked it up. Anyway, we aren't going to charge you anything. Bottom line: It wasn't their fault, it was mine somehow. No apology for the inconvenience of having to bring it back, just an assumption that I was to blame somehow. The poor customer service didn't end there though. I called to let them know I was on my way to pick up my mower a few minutes before they closed. They asked for the last three numbers on my claim ticket, which I gave them. They thanked me for calling so they could make sure not to bury my mower in the back. When I arrived I said I was there to pick up my mower and was asked for my number again, which I gave. The man searched through his stack of invoices and couldn't find mine (because I'd already picked it up once). He asked if I was sure they'd called and said it was ready. I said yes and he said, "Unless it's a return." I said it was and he said, "Well why didn't you say so?" I hadn't been asked. I guess I was supposed to know their system. Finally he asked the mechanic what was the problem with my mower and the mechanic said there was some crap left in the carburetor. Again I was informed about the importance of fresh gas and the likelihood that there were some impurities in my gas can. Again I was informed that they'd done me the favor of not charging me for doing the work they should have done the first time. "Next time it'll cost you," he said. I didn't have the heart (or presence of mind) to tell him no problem, there won't be a next time. Outside with the mechanic as we stood verifying that this time the mower started and ran like a champ, I asked him if there was a chance the problem stemmed from my gas can. He said he must have just missed some stuff in the carb. He said he'd cleaned it and the fuel lines and had had the mower running well before I picked it up the first time, but must have missed something. That made sense. People aren't perfect. I get that. You screwed up, it's not the end of the world. If they guy inside had been like that instead of the way he was they might have an outside chance of keeping me as a customer. As it is, I think I will take my small engine repair needs elsewhere next time.