Lazer HP 11hours

[Nredo]

Just bought a HP 19-46 and have put 11 hours on it mowing my home lawn. It now has a major Hydro leak around the right wheel. although the Dealer says he will fix it "no problem" I'm worried about this 6K mower giving me more trouble in the future. I thought this would be a very reliable mower but I have mixed feelings about it now.
Anyone know if the HP's have problems like this or is it a freak thing I should not worry about ?

Norm

[Scag413]

I do not no for a fact, but I would say that it just one of those things. Exmark has built a very reliable mower that is made for the commercial mower.So has a homeowner this mower will last you for years. I wouldnt be too concerned about it.

[Nredo]

I bought the mower so I would have a trouble free mower for years to come and now I'm stuck having to bring it back to the dealer with 11 hours on it. I dont have a trailer and the dealer wants 50 bucks to pick it up to fix it under warranty.
just another problem for me here in the Hurricane Katrina disaster zone !!

Like things were not bad enough, now my mower is broken LOL

[o-so-n-so]

My lazer z started leaking after I changed the hydro filter. I didnt use a exmark filter and the filter that crossed over didnt seal correctly. Went with another filter to fix the problem. I made sure that the filtering specs were correct. Have had no problems since.

[Nredo]

I will bring it to the shop in the morning ... I'll post back when I find out more

[Ty Webb]

New mower with a leak and they want to charge you to transport it. I would tell them to bring you a loaner as well when they pick it up, change the oil while they have yours, sharpen the blades, wash it, and fill your up with premium gas or just come and get it and bring you a full refund!!! That bites..

Ty

[Larry1]

Yeah, I'm cool with everything but the 50 bucks for transport. It is a great machine, and this is a freak thing, but the dealer sucks.

[Nredo]

The more I thought about it the hotter I got !!

I emailed Ex-mark just now and told them basically, I wanted the dealer to pickup and deliver the machine, fix it, sharpen the blades, change the oil, all for free. I also told them that if that seemed unreasonable I would aggressively seek a full refund and buy another brand !!

Plus there is a huge oil stain on my shed floor !

Waiting for there answer

[MTR]

The more I thought about it the hotter I got !!

I emailed Ex-mark just now and told them basically, I wanted the dealer to pickup and deliver the machine, fix it, sharpen the blades, change the oil, all for free. I also told them that if that seemed unreasonable I would aggressively seek a full refund and buy another brand !!

Plus there is a huge oil stain on my shed floor !

Waiting for there answer

Look like new Triton is going 26" way like last year...oh no.
Anyway, I hope eXmark takes care of this or something comes up otherwise it is ugly.
best luck.

[tylermckee]

Thats nuts that they want to charge you for transport, with only 11 hours if you were a lawn company that could have been as little as one working day. hell they should do everything you told them you want done, AND buy you lunch.

[Nredo]

Ok Here is where it gets even better

I call Ex mark today and talk to Chris in Customer service and he tells me he will have someone contact me by noon. At 2PM local time I haven't had a call back !
I call Chris again around 2:30 and he says the guy should have called me

I just called Chris back and he said he talked to the warranty rep and he was supposed have called me.

Long story short ... Chris said he would call the dealer and get him to call me.

Its now 3:45 and no call from anyone !!!

Right now all i want is a full refund for the mower so I can purchase another brand of mower.


I have gotten NO response from my email I sent them last night, and I see the Mod never has replied to this thread ??

Looks like Em ark was the wrong brand mower to buy... GOD THIS SUCKS !

You know the old saying ... make a customer happy and he will tell a few people.. make a customer MAD and he will tell EVERYONE !

Anyone interested in a 11 hour old HP ??

[Lazer_Z]

Why are you taking it out on eXmark? it's your dealer that sucks not eXmark. Why not call them back and see if Chris called your dealer. And no you did not make a mistake buying the mower you did.

Rob

[Ty Webb]

All things considered, helped me cross one brand off of my list of mowers to consider.

I agree with make a customer mad and he will tell everyone. I am one of those people who do that but I always scream loud when I get good service and products. If you ever need ski (snow) gear in the Midwest, email me and I will tell you about my favorite place!

Ty

[Nredo]

I get half way to the dealer and my phone rings .. Its the dealer and he is very apologetic about the whole deal. He said he would deliver it back to me next day guaranteed. He also said he would sharpen the blades and change the oil free of charge.
So why did it take a call to the Mfg to get this from a dealer ?

Exmark was late calling me back and not once did anyone there apologies for my inconvenience or any thing of the sort. Kinda makes ya mad

The dealer told me he has had several of these mowers with the same problem, apparently the factory is over tightening some bolts on the wheel motor connection and its crushing the seal to far.
Although this seems to be a good conclusion to a messy situation (oil slick on shed floor) I should have never had to contact Exmark about this, and Exmark should have handled it a little better in my opinion.

Overall a bad deal !

Thanks for everyones opinions ... I will post more if needed

[CBB]

I am the distributor rep for south ms. I spoke with your dealer today, and if I am correct he is coming to get your machine tommorrow, and is going to fix it, at no charge to you. If this is incorrect, contact me and I will see that this is resolved. I don't think this should be a problem.

Thanks

CB

[CBB]

Also. I sent you a PM as well that should be of benefit.

Thanks

CB

[Nredo]

CBB

I get this message when I try to retrieve a PM ?

Nredo, you do not have permission to access this page. This could be due to one of several reasons:

1. Your user account may not have sufficient privileges to access this page. Are you trying to edit someone else's post, access administrative features or some other privileged system?
2. If you are trying to post, the administrator may have disabled your account, or it may be awaiting

Can you access my email address from this site ??

[DEEJ]

Nredo,

Exmark makes a great product and they are a good manufacturer and a good company to deal with.

Problems happen with any manufacturer of anything from cars to toasters to mowers.

To say that Exmark is bad and people should not buy it is not at all correct. For you to say that all you want is your money back because of a simple problem is quite unreasonable. For others to say that this one incident will make them not buy Exmark is very narrow minded.

People are busy. Give them a chance to respond and correct the problem for you. Demanding free oil changes and other service and yelling at every step won't help you build a good relationship with the guys repairing your machine. Diplomacy goes a long way. If the dealer is reputable, he will take care of you. Give him a fair chance to do so.

You did not make a mistake buying Exmark. You wanted quality, you bought quality. Don't think for a second that buying Porche or Mecedes or Cadillac will guarantee you a perfect product. There is no such thing.

The first hours of a product are generally where the defective parts or processes will show. That is why products have warranty. It is a rare car that doesn't need warranty work. Some of the most reliable cars are two years old - after the manufacturing defects have been worked out. Your defect is covered, let them fix it, simple as that. Give them a reasonable time to do it, and don't demand the world because of a small problem. Truth be told, you are not entitled to the freebies. You are entitled to have the problem fixed, in a reasonable amount of time. That is what the warranty does for you. Anything over and above that is goodwill from the dealer - not something that you have a right to demand.

The delivery charge is an issue, BUT, keep in mind the dealer is a business like any other. Do they get reimbursed from Exmark for pickup and delivery when warranty work is performed, I don't think so. As goodwill they may absorb the cost, but I don't think they are obligated to do so.

This post is not to flame you, simply to point out that this is a manufactured product, like any other. Problems happen, fact of life. This is a small problem that in no way says the machine or the product or the manufacturer are bad. Step back, calm down, and I think you will see the reality of the situation. In no time the problem will be corrected and you will be cutting grass again. There is no need to ruin your relationship with the dealer by yelling and demanding and badmouthing.

deej

[SEKscag]

It always cracks me up when a company screws up and one of their big supporters comes to their aid. Leave the man alone. He had EVERY right to be pissed. I've dealt with snapper, hustler, scag, and john deere and am yet to have that kind of customer service or product failment. Nredo, hope everything gets better. Hell go check out a scag... ;)

[CBB]

Nredo,

I can't get your email from your profile for some reason. You should be able to get mine however. Not sure what is wrong with the PM's. Either way, I spoke with your dealer first thing this morning and he said the machine will be back at your place today. He is also doing a service job at no charge for your inconvenience. He and I have talked directly on this matter. If you have any questions or concerns, send me a pm, email, or if need be I can call you.

thanks,

CB

[Nredo]

The dealer is taking good care of the problem now.

But it did take a call to Exmark to get some love

Never once did I yell at or demand anything from anyone. all I did was ask, call and ask Chris was I ever unpleasant to speak with.

I said what I though and I will stick with That !!

Thanks again for everyones opinions and help !

[MTR]

The dealer is taking good care of the problem now.

But it did take a call to Exmark to get some love

Never once did I yell at or demand anything from anyone. all I did was ask, call and ask Chris was I ever unpleasant to speak with.

I said what I though and I will stick with That !!

Thanks again for everyones opinions and help !

Keep up posted on your new 46/19, I really want to know whether it is eXmark slipping in both quality and engineering or just a fluke out of 1000.
It sucks to have this after spending like 7k. You have to right to be pissed, and no one can blame you for that. Consumer end is king.

[CBB]

I talked with your dealer again this afternoon, and he said the problem was solved. He said that an O ring was crimped at one of the fittings, which caused the leak. Said that it is fixed and has been serviced (oil change, filter, blade sharpened...etc) and test run with no problems showing. I am sorry for the inconvenience, but glad that we were able to get the issue taken care. If you need anything let us know.

Thanks

CB

[Nredo]

Thanks CBB

The right drive handle has a vague feeling right off center and the right handle has to be slightly more forward than the left to go straight ??

Is that something I can adjust with the tracking ?

Other wise everything is great ... sharp blades,oil change and free delivery !!

Thanks for the help

Norm

[CBB]

Yes, you should be able to fine tune the tracking with the knob under the seat. It shouldn't take much of a turn at all. Hope this helps.

Thanks,

CB

[Audrey]

CBB-

Your prompt and courteous attention to this man's problem has earned ExMark a test drive where there was none before. I was going in for another new Scag, but customer attention such as this deserves, at the very least, a serious look at a new ZXS. Nothing at all against the Scag, but I really like what I see here.

Support means the world to me. Every bit as much as quality of cut, and even more so than out-the-door price.


Thank you! :-)


Audrey

[CBB]

Thank you for the reply. I hope that you will be able to give a Lazer a test drive. You never know it may be what you are looking for in a machine. Either way you'll have first hand comparisons when your ready to make your next purchase. If you have any questions, send me a PM and I will try and answer them for you.

Thanks
CB

[vino53]

Norm:

Just purchased a 46/18 Lazer Z HP; will mow the lawn for the first time tomorrrow; I'm on the MS Gulfcoast in Ocean Springs.And yes, I purchased it from the local dealer. I purchased the mulching kit with it. Hope it takes care of leaves in the fall.

Bill.

[Nredo]

I love my mower .. makes it fun to mow the lawn

I have the mulch kit and it leaves a first class look to the lawn

How much land do you mow ?

[vino53]

It's time I got out & measured it. Does one start out in 1/2 throttle to learn to mow with this lawnmower? Any tips on getting started? If's there's already a thread on this, let me know. Keep elbows on pads, or learn to stear with arms free? The mulch kit worked great.

Bill.

PS Did knock over a lamp post; the anti-sway bar hit the horizontal piece on the post.

[MTR]

It's time I got out & measured it. Does one start out in 1/2 throttle to learn to mow with this lawnmower? Any tips on getting started? If's there's already a thread on this, let me know. Keep elbows on pads, or learn to stear with arms free? The mulch kit worked great.

Bill.

PS Did knock over a lamp post; the anti-sway bar hit the horizontal piece on the post.


When mowing and riding, you need to have your throttle at full speed otherwise it will have negative effect on your engine and hydro system down the road. Engage blade 3/4 throttle then push to full throttle and mow, likewise moving around at full throttle. The only time you use 1/2 throttle is like a few feet moving around for seconds...i.e. changing blades, doing some cleaning, adjusting position, etc , so you won't have bad effects on engine.
I learned at full throttle, take it out and try to find the best spot to hold your levers and learn inside out of the machine movement, especially turning and backing, zeroeing, you need to master your mower asap before taking her to your accounts and cause damage to properties, it is a no no. Spin at home as much as you can till you confident.

[CBB]

If mowing you need to have the throttle @ full speed. Remember that ground speed is all controlled by the sticks. To get the hang of manuevering, I would find a good space, and just drive the mower without being concerned on cutting grass. Just remember, driving a ZTR has the same concept of pushing a shopping cart...as corny as that sounds.

[ALarsh]

Now thats some good customer service from Exmark... My toro dealer has the same service also... Nice work guys.

btw, its easier to learn at full throttle.

[jayw8080]

I bought a Lazer HP 19 hp/46" and it shut down after .6 of an hour. After talking with the dealer I found a fuse was bad replaced fuse and that one blew too. I looked at all the wiring and realized the seat lever had worn through electrical tape and the insulation on the dark green wire. The mower sat all weekend in my yard until the dealer picked it up Monday. Tuesday afternoon the dealer found the problem was a relay for one of the saftey switches. The part did not come in until Friday and the service dept. replaced the part and delivered it Friday PM. So, I feel your pain. It took 1 week to have my mower up and running. That's frustrating to say the least. Luckly I have a JD for backup. They didn't charge me anything, but they wouldn't have gotten a dime from me if they tried. Hopefully this is the only defect I will have to deal with.

[Dupontcar]

Nredo,

Exmark makes a great product and they are a good manufacturer and a good company to deal with.

Problems happen with any manufacturer of anything from cars to toasters to mowers.

To say that Exmark is bad and people should not buy it is not at all correct. For you to say that all you want is your money back because of a simple problem is quite unreasonable. For others to say that this one incident will make them not buy Exmark is very narrow minded.

People are busy. Give them a chance to respond and correct the problem for you. Demanding free oil changes and other service and yelling at every step won't help you build a good relationship with the guys repairing your machine. Diplomacy goes a long way. If the dealer is reputable, he will take care of you. Give him a fair chance to do so.

You did not make a mistake buying Exmark. You wanted quality, you bought quality. Don't think for a second that buying Porche or Mecedes or Cadillac will guarantee you a perfect product. There is no such thing.

The first hours of a product are generally where the defective parts or processes will show. That is why products have warranty. It is a rare car that doesn't need warranty work. Some of the most reliable cars are two years old - after the manufacturing defects have been worked out. Your defect is covered, let them fix it, simple as that. Give them a reasonable time to do it, and don't demand the world because of a small problem. Truth be told, you are not entitled to the freebies. You are entitled to have the problem fixed, in a reasonable amount of time. That is what the warranty does for you. Anything over and above that is goodwill from the dealer - not something that you have a right to demand.

The delivery charge is an issue, BUT, keep in mind the dealer is a business like any other. Do they get reimbursed from Exmark for pickup and delivery when warranty work is performed, I don't think so. As goodwill they may absorb the cost, but I don't think they are obligated to do so.

This post is not to flame you, simply to point out that this is a manufactured product, like any other. Problems happen, fact of life. This is a small problem that in no way says the machine or the product or the manufacturer are bad. Step back, calm down, and I think you will see the reality of the situation. In no time the problem will be corrected and you will be cutting grass again. There is no need to ruin your relationship with the dealer by yelling and demanding and badmouthing.

deej

Bravo and well said deej. I work in Customer Service and its amazing what some people demand when a product has a problem. It's unfortunate you had a problem on a new machine, but like anything, regardless of brand, things can happen and thats what the warranty is for. Should the dealer also give you a free mower, pay off your mortgage and buy you a new car for your inconvienence? I agree with the frustation you experienced on paying for the mower to be picked up, that is not right with so few of hours in my opinion, but the rest was flying off the handle for a minor problem. You can buy a $30,000 new car and dont get that kind of service from most dealers with warranty issues, just the repair and thats it. Why should you get anything more from your dealer on a $6k mower...
Anyway, good luck. I own an Exmark and love it...

Dupontcar

[Larry1]

I have to admit, I have been amazed at what some dealers will do for the little money that they make on a machine. They should repair a defective warrantied part promptly and maybe even with a smile. They should also come out and pick it up within a certain reasonable time frame after purchase free of charge (that's just good business, I wouldn't expect less). But they didn't make the machine and they are just as bummed when something goes wrong. Everyone should expect good service but not freebee's for your inconvenience. And smiling back doesn't hurt.

[Dupontcar]

I have to admit, I have been amazed at what some dealers will do for the little money that they make on a machine. They should repair a defective warrantied part promptly and maybe even with a smile. They should also come out and pick it up within a certain reasonable time frame after purchase free of charge (that's just good business, I wouldn't expect less). But they didn't make the machine and they are just as bummed when something goes wrong. Everyone should expect good service but not freebee's for your inconvenience. And smiling back doesn't hurt.

I agree Larry1 and I don't own a dealership.

Hope it works out for everyone.

Dupontcar

[brucec32]

I bet they didn't charge $50 to deliver the mower when he bought it! hehe. Actually, they probably just rolled it into the price.

If I were running a dealership where I sold an expensive commercial mower to a homeowner w/o a trailer, and it had a major problem at 11 hours, I'd find time to swing by and pick it up, even if I had to do it myself in the evening. But the dealer has to make his own calls on those things and face the consequences. Now, my guess is when a neighbor or two asks the customer about his new Exmark he sees him on, he isn't going to give a glowing review about the mower or the service. A trip out for free to pick up a broken mower is cheap insurance to make sure that guy tells everyone who asks (and people will certainly ask if they see a homeowner on this type of machine) that he loves Exmark and how well they treat him.


My experience in the last 4 years with Exmark has been worse than in my first 4 with them. I had a really bad dealer experience that only got "good" when I got Exmark involved as well as this forum. Until then, they got a failing grade in customer service. So I think posting here and contacting corporate is the way to get things done.

I like my Exmark and appreciate its advantages, but my 2nd unit has not been as good and I am wary of the service now vs what it was in the past when they may have been a little hungrier and more eager to please. Being bought out by a bigger corporation rarely results in improved quality, either.

Then again, there's no telling that they're any worse than the other brands. I've heard a lot of nice things about John Deere service here, so I'll give them a look that I otherwise probably wouldn't have when it comes time to buy.