Country Homes Products, And DR Power Equipment Neuton law mower rip off, no integitry no honesty Vergennes Vermont
I ordered a lawn mower from Countyr homes, Inc. also known as DR Power equipment. Because I could not reach them by phone I sent an e-mail immediately asking them to call me regarding two questions. I received the mower (neuton) $393.00 4 days later. I called techniqual for help in the assembly. I used the mower one time and the "FREE" basket they sent does not allow the grass to collect in it. Instead the grass is thrown out under the mower and wheels.
I called today 7-24-07 and spoke to (after I got deafened by the bird sounds on the phone) Rebecca. I got no where with Rebecca. I called back and requested a supervisor. I spoke to Shannon, (tech supervisor) she never answered one question regarding the grass problem and the bag. She said, "well with all the calls we have received on this bag problem I will tell you what I told everybody else."We do have a problem awith the bag. What is your order number or account number? I ask why my account number or order number woudl help in determining the problem with the bag? Oh I just want to make some notes in your file, she said. I told her my account has nothing to do with the problem with the bag. Once we are finished troubleshooting the bag I am happy to give you my vitals. End of conversation.
She had no answers and was going to simply put notes in my "file" and hang up. I did not get any answers.
THE BAG DOES NOT WORK. THE COMPANY HAS NOT ANSWERS. THEY ARE SELLING THIS MACHINE FOR $393.00 and higher and knwo the bag does not work.
I suggest if you dare to purchase one of these machines you require a guarantee on the bag and that it works as they solicite & get it in writing.
Roz
Hamilton, Montana
U.S.A.
9 Updates & Rebuttals
Roz
Hamilton,Montana,
U.S.A.
Problem Solved
#10Author of original report
Wed, December 05, 2007
DR POWER COUNTRY HOMES
The problem was solved by a tech who knew her stuff. It seems the battery was not strong enough to push the grass into the bag. I was sent a new battery and it now works. I will report back if anything changes.
Regards,
Roz
Steve M.
Vergennes,Vermont,
U.S.A.
Clarification on our trial period
#10UPDATE Employee
Tue, December 04, 2007
One thing I forgot to mention in my rebuttal is that all products that DR and Neuton sell come with a 6 month, not 30 day (as stated by Roz) trial period.
Steve M.
Vergennes,Vermont,
U.S.A.
Customer's problem solved
#10UPDATE Employee
Tue, December 04, 2007
I supervise the Customer Service department at DR and Neuton Power, the company Roz wrote about in her report. I actually talked to her after her first contact with us and eventually facilitated a resolution that she is quite happy with.
To start with, there is no inherent problem with the baggers on our Neuton mower. In fact, there was never a problem with the Roz's bagger. I can't talk for Shannon the Technical Support Supervisor Roz talked to, but it's entirely possible that Shannon stated that there was a possibility there was an issue with her bagger and that has heard of other customers with bagger issues. With over 50,000 Neuton mowers in the field, there will be occasions that specific parts on specific mowers fail. That's why we have a 2 year warranty for any manufacturing defects on our mower.
I talked to her when she called back on 8/3 after her discussion with Shannon and suggested she talk with one of our senior people in Tech Support to diagnose her problem fully, especially since her neighbor's Neuton was working perfectly and dispensing grass into the bagger satisfactorily. She didn't want to do that so I (with no Technical background) sent her a new bagger at no charge, hoping this would fix her problem.
Roz called back for me on 8/29 after trying the new bagger and was experiencing the same issue. I asked for a convenient time that someone in Tech Support could call her back and diagnose her problem further. This time she agreed. One of our tech reps determined that the issue was most likely that her battery might not be charging fully, thus not creating enough power to throw grass sufficiently into the bagger.
We shipped a new battery to her next day air at no charge. Roz called back on 9/17 and asked for the tech rep who had sent the new battery. The notes directly from her file state "She called back and said the battery solved the problem. The grass goes in the bagger fine now".
Steve M.
Vergennes,Vermont,
U.S.A.
Customer's problem solved
#10UPDATE Employee
Tue, December 04, 2007
I supervise the Customer Service department at DR and Neuton Power, the company Roz wrote about in her report. I actually talked to her after her first contact with us and eventually facilitated a resolution that she is quite happy with.
To start with, there is no inherent problem with the baggers on our Neuton mower. In fact, there was never a problem with the Roz's bagger. I can't talk for Shannon the Technical Support Supervisor Roz talked to, but it's entirely possible that Shannon stated that there was a possibility there was an issue with her bagger and that has heard of other customers with bagger issues. With over 50,000 Neuton mowers in the field, there will be occasions that specific parts on specific mowers fail. That's why we have a 2 year warranty for any manufacturing defects on our mower.
I talked to her when she called back on 8/3 after her discussion with Shannon and suggested she talk with one of our senior people in Tech Support to diagnose her problem fully, especially since her neighbor's Neuton was working perfectly and dispensing grass into the bagger satisfactorily. She didn't want to do that so I (with no Technical background) sent her a new bagger at no charge, hoping this would fix her problem.
Roz called back for me on 8/29 after trying the new bagger and was experiencing the same issue. I asked for a convenient time that someone in Tech Support could call her back and diagnose her problem further. This time she agreed. One of our tech reps determined that the issue was most likely that her battery might not be charging fully, thus not creating enough power to throw grass sufficiently into the bagger.
We shipped a new battery to her next day air at no charge. Roz called back on 9/17 and asked for the tech rep who had sent the new battery. The notes directly from her file state "She called back and said the battery solved the problem. The grass goes in the bagger fine now".
Steve M.
Vergennes,Vermont,
U.S.A.
Customer's problem solved
#10UPDATE Employee
Tue, December 04, 2007
I supervise the Customer Service department at DR and Neuton Power, the company Roz wrote about in her report. I actually talked to her after her first contact with us and eventually facilitated a resolution that she is quite happy with.
To start with, there is no inherent problem with the baggers on our Neuton mower. In fact, there was never a problem with the Roz's bagger. I can't talk for Shannon the Technical Support Supervisor Roz talked to, but it's entirely possible that Shannon stated that there was a possibility there was an issue with her bagger and that has heard of other customers with bagger issues. With over 50,000 Neuton mowers in the field, there will be occasions that specific parts on specific mowers fail. That's why we have a 2 year warranty for any manufacturing defects on our mower.
I talked to her when she called back on 8/3 after her discussion with Shannon and suggested she talk with one of our senior people in Tech Support to diagnose her problem fully, especially since her neighbor's Neuton was working perfectly and dispensing grass into the bagger satisfactorily. She didn't want to do that so I (with no Technical background) sent her a new bagger at no charge, hoping this would fix her problem.
Roz called back for me on 8/29 after trying the new bagger and was experiencing the same issue. I asked for a convenient time that someone in Tech Support could call her back and diagnose her problem further. This time she agreed. One of our tech reps determined that the issue was most likely that her battery might not be charging fully, thus not creating enough power to throw grass sufficiently into the bagger.
We shipped a new battery to her next day air at no charge. Roz called back on 9/17 and asked for the tech rep who had sent the new battery. The notes directly from her file state "She called back and said the battery solved the problem. The grass goes in the bagger fine now".
Steve M.
Vergennes,Vermont,
U.S.A.
Customer's problem solved
#10UPDATE Employee
Tue, December 04, 2007
I supervise the Customer Service department at DR and Neuton Power, the company Roz wrote about in her report. I actually talked to her after her first contact with us and eventually facilitated a resolution that she is quite happy with.
To start with, there is no inherent problem with the baggers on our Neuton mower. In fact, there was never a problem with the Roz's bagger. I can't talk for Shannon the Technical Support Supervisor Roz talked to, but it's entirely possible that Shannon stated that there was a possibility there was an issue with her bagger and that has heard of other customers with bagger issues. With over 50,000 Neuton mowers in the field, there will be occasions that specific parts on specific mowers fail. That's why we have a 2 year warranty for any manufacturing defects on our mower.
I talked to her when she called back on 8/3 after her discussion with Shannon and suggested she talk with one of our senior people in Tech Support to diagnose her problem fully, especially since her neighbor's Neuton was working perfectly and dispensing grass into the bagger satisfactorily. She didn't want to do that so I (with no Technical background) sent her a new bagger at no charge, hoping this would fix her problem.
Roz called back for me on 8/29 after trying the new bagger and was experiencing the same issue. I asked for a convenient time that someone in Tech Support could call her back and diagnose her problem further. This time she agreed. One of our tech reps determined that the issue was most likely that her battery might not be charging fully, thus not creating enough power to throw grass sufficiently into the bagger.
We shipped a new battery to her next day air at no charge. Roz called back on 9/17 and asked for the tech rep who had sent the new battery. The notes directly from her file state "She called back and said the battery solved the problem. The grass goes in the bagger fine now".
Roz
Hamilton,Montana,
U.S.A.
Country Homes adn DR Products
#10Author of original report
Mon, July 30, 2007
The "grass bag" situation is one in which this company is aware of. I was told they had received many calls about this "grass bag problem."
Maybe that is why the bag is FREE? If they are aware of the problem I
it shuld be fixed before any more mowers are sold.
Roz
Hamilton,Montana,
U.S.A.
Country Homes and DR
#10Author of original report
Mon, July 30, 2007
In response to the rebuttal, I did not send the mower back. they had a "grass bag" problem and know about it and will not do anything about it. it is obvious that
you did not have a problem. The agreement is they will take th mower back in 30 days. If you did fall into the 30 days return, fine. If not then they did you a favor.
My situation is totally different. I gave them a chance to rectify the problem and they (the woman I spoke to was nasty and not helpful.) I hund up with the same problem I had at inception. If they want to rectify the problem then they should have told me at the point of contact. It was obvious to me they did not care about the "free grass bag problem.) The lady I spoke to admitted they were having a problem and that several persons had called in about this same problem.
I ask if they could fix the problem? I did not get an answer.
If you are a manufacture of a product and you know you have a problem with the item, it should not be sold until that problemis rectified. It is clear to me that they are goint to continue selling the mower with the problem until someone forces the issue.
Thanks
Carolyn
Bowie,Maryland,
U.S.A.
DR Power Equipment
#10Consumer Comment
Wed, July 25, 2007
This isn't right. If there are positive comments about a company to offset a perhaps unjust complaint, they should be allowed to appear alongside the complaint.
I did business with DR Power Equipment a couple of years ago and found them to be cooperative and fair far beyond anything that couple be expected: I broke an integral part of the new mower they sent me, I called and confessed to my fault, and they sent me a new part. When I found mowing to be too much for me and returned the machine my refund was given in excellent time.
It sounds to me as though the complainant didn't give the company a chance to make good.