
Charles of Franklinton, LA on July 8, 2008
I purchased a X-300 lawn mower about one year ago. It came with a two year warranty. About 5 weeks ago the engine failed. It would not run at all. I paid about $2,600.00 for the mower. I purchased it from my local John Deere dealer. I have purchase a fair amount of John Deere equipment from him in the past, including a 65 horse power tractor. My dealer told me that the cheaper models that are sold at Lowes are not of John Deere quality and that the X series are built of John Deere quality. I paid twice as much for a mower that he told me would run for many years.
About 3 weeks after I took the mower to my Dealer for repairs, the mechanic (Jean) call me and informed me that JD would not fix my mower under the warranty. He told me that he disagreed with JD and that he had been talking to someone at JD for a week trying to explain to them that the failure of the engine was caused by a bolt coming loose. He said that he had over 20 years experience as a JD mechanic, and was trained and certified by JD but the area rep., who was young kid just out of school, would not agreed to fix my mower. He told me that I need to call JD's 800 number. He told me that the reason my mower failed was because a bolt, INSIDE THE ENGINE, had come loose and caused the engine to lockup. He went on to explain that he had sent pictures to JD and they have decided that because there were metal flakes in the engine they woould not repair my mower. JD believed that the failure was due to "lack of lubrication" and that he believed that JD is wrong and that the metal flakes are because of the nut that came loose inside the engine.
I called the JD 800 number. I spoke with a lady (Aiylsha) who refused to give me her last name, or an employee number or any way to ID her other than her first name. She told me that JD would not fix mower because the engine failer was due to "lack of lubrication" I explained that the JD mechanic had explained to me that the "lack of lubrication" was caused by a mechanical failer of the engine (A METAL NUT HAD COME LOOSE INSIDE THE ENGINE). After I tried to talk to her about what happens inside of an engine when metal parts come loose, she told me that she did not know anything about engines. She then REFUSED to let me talk to her supervisor. She told me that the only phone number available to the public was the 800 number that I had called her on. She said that she would have the area rep. call me in 4 to 5 business days. She refused to give me his number so that I could call him. She also refused to give me his name.
I called my dealer (Smith & Smith in Franklinton LA) back and Jeff told me that he had looked at my engine and it was clearly the loose bolt that caused to engine to fail. He said that he like his mechanic had over 20 years experience and he was postive that the engine failed due the loose bolt inside the engine. He told me that a new engine would cost about $2,200.00 and he did not even offer to give me a cut on the price. I have purchased over $25,000.00 of JD equipment from him in the last 3 years and was the one that talked me into the more expensive lawn mower, because it had a 2 year warranty and was built to JD quality. I had been running JD tractors for years and never had an real problems, so I believed him.
With no phone number I went to the JD web site, and to investor relations and found thier SEC filling. I got from there various SEC forms about 5 different phone numbers. I called 309- and got a lady by the name of Tammy S. A JD employee with a last name, I thought that I had hit the jackpot. I told her part of my problem, she transfered me to her boss, Andy T. He seemed reasonable and told me that he could help me with my problem. He was going to call Jeff and Jean at Smith and Smith and call the area rep. and get back with me on 7-7-08. He did not call me back. Instead a Matt C. called me. He said that he is the area rep. and he called to explain to me why JD was not going to honor my warranty. He start out with the same story about the "lack of lubrication".
I explained that if it were due to lack of lubrication, it was caused by a bolt coming loose. When pushed, he ammited that JD only believes that it is "likely" that the lack of lubrication was my fault. I told him that I had done everything required by the warranty agreement, I had checked the oil before using my mower and within minutes of the engine failing. The oil was "full" at both times. The mechanic at JD and a friend of my that is a New Holland mechanic told me the questions to ask him. He admitted during our conversation: 1. the loose bolt in the engine is a mechanical failure. 2. The mechanic Jean is certified by JD and he continued to say that he respects Jeans opinion. 3. several other points that are very important.
At this point he told me that JD had decided and they were not going to change thier position. I asked him to sign a letter offically informing me for this decision. I told him that I need the letter signed by him so that I could sue him along with JD. Did not impress him at all. I also told him that I was going first thing in the morning to get my mower, before JD tries to charge me storage on it. I know that this sounds hard to believe, but it is true. I have talked to 4 people from JD and my local dealership. Two have say it was Mechanical failure, one agreed that the loose bolt is a mechanical failer, but he says that it is JD policy that they will not fix my mower because of metal flakes in the engine. The fourth said that she does not understand engines and the best I can tell, she is the final decision.
I hate to chase a princple to the poor house, but this is just to insulting to let go. My daughter finished law school in May, and expects to be able to sue for me by Jan. I have been paying verious people to mow my yard and I guess I am going to buy a mower, but I will not be JD. I have to mow my yard and it would be stupid to spend $2,200.00 to fix a mower with out any warranty . I am going to buy a different brand for about the same money, and sue for the cost of the new mower.