At what point do I ask for my money back?

[mac43rn]

I have a new gravely 1536G. I purchased the mower new on Feb 26, 2002. The mower has 12 hours on it. It has been in the shop 8 times since purchase date (I really only started using it in late march). I have had engine probelms (oil leak). Deck adjustment problems. Pistol grips not releasing. I have gone through 3 blade belts. That equals 4 hours per belt:( I have been through two sets of transmission belts, due to the fact the belts constantly slip. That is my recent problem. I took it by the dealer today and all he could do is scratch his head. He is at wits end as well. My question is this, When do I ask for my money back. I have been patient, but enough is enough. I have lost four accounts due to equipment trouble and God only knows how many more I may lose. At the current time the mower is inoperable (Belts constantly slip, and they are adusted correclty). How do I know this. After I left my dealer, I took the machine by another gravely dealer. He was very kind an agreed to take a look at it. He too said there is something severly wrong with this machine. Again, at what point do I ask for my money back?

Please help

[2 man crew]

Yesterday!
I would not be ASKING either.

[1MajorTom]

I'm just wondering since you put this mower up for sale at another forum, if you plan on disclosing the problems you had with the machine to the potential buyer?

[Lawn-Scapes]

2 blade belts and 1 transmission belt ago...

I believe there is a lemon law. Ask for another mower. If they give you a hard time.. you need to get in touch with a rep.

[strickdad]

one word, "hydro"...

[mac43rn]

Thanks for playing Dad:) I have the list here for any potential buyer. I had one guy email me and I explained the situation. I am not that kind of person, if that is what you are suggesting. I believe I am entitled to a return of my money. I have really tried to make this gravely work, but it just not happening. When I was in the field trying to replace one of the transmission belts I called the gravely tech support number. One of their customer reps responded to one of my questions with, "Don't you have an owners manual?" Great response.

Take care

[Mark]

mac43rn hate to hear the bad news on your new purchase. This is Mark from Evansville, have you talked with barry about this yet? I think you said he bought one over to Henderson Ky for you to demo right. I do remember you saying you really liked the machine, Id be a the boiling point by now, they should make it right, but really i thank you should have the right to a refund. I bet you wish you would have bought that Exmark 36" down at stephens,,i went down a looked at it and was going to get it but after talking with him for a period, he seemed like he could care less, he started talking about his deeres,for being the only exmark dealer in town he is a pain in the butt. Well ill talk at you later, keep us abrest of what pans out... bye Marks Mowing Service

[MikeLT1Z28]

i agree, i wouldn't be asking for any money back, i'd be telling someone somewhere that i was getting my money back. is this the brand new gravely wb 36" that was just released?

my dealer tried to sell me one when i looked at my metro. looks like a nice machine, have heard good things so far until now if it is the new one. only reasons i bought my exmark was it's on sale for 1999 vs the 2399 regularly, same price they are offering the gravely for i think. and the other reason is reputation, i've used exmark before and knew what i was getting.

[SLS]

With that list of "troubles" at 12 hours usage I would DEMAND an refund...and NOW!

If they (the dealer) gave me any dookie whatsoever about it I would immediately contact the BBB and a lawyer about how to "light a fire" under the dealers behind.

Correct me if I'm wrong, but don't we buy new commercial equipment to become MORE productive...not to LOSE business?

Man, I'm HOT just reading about this! :angry:

[proline32]

I'd be telling them to get you another machine FAST, Sounds like a lemmon there.

[mac43rn]

At this point I wish I would have paid 2600 bucks for a 21" craftsman with a 4.5hp engine, at least it would be running and not just sitting in the shop. I will say I spoke with Barry today on his day off (very nice) and something is going to be worked out on the situation. I will no a bit tomorrow. I told him I would just like to wash my hands of the situation and that getting my money back is pretty much the only option. By the way, I mowed a one acre lot today with a push mower:)

take care

[mowingmachine]

Has your dealer been in contact with Gravely yet. Gravely should make it right for you. There arn't any reputable companies that are going to leave you with a new machine with problems. If your dealer isn't moving fast enough or knowlegable enough about your mower give Gravely a call directly and demand some answers. If they yank you around just let them know that you posted this on lawnsite.com . No telling how many people could view this post and be turned off to Gravely. No company wants that, especially with a new model. Just some thoughts.

mowingmachine

[Esby]

I agree, yesterday or a month ago....or anywhere inbetween would have been a great time to DEMAND your money back, or a new machine, and opt for an upgrade to a better machine for all your troubles. I have had to do this once in the past, but it was on a smaller piece of equipment.

[SLS]

mowingmachine points out:


"No telling how many people could view this post and be turned off to Gravely. No company wants that, especially with a new model. Just some thoughts.



That's a very good point! At last count there have been 341 views of this thread! Gravely should be glad that you did not use the word "Gravely" in the title of this thread (imagine the number of "views" it would get then!) and make sure that you are taken care of. Once the problem has been rectified to your satisfaction then you could come back here and tell us all what a fine, standup kinda of company they are for fixing your problems.

One thing is for sure...I'm sure glad that this thread is not about SLS lawnmowers...I'd be at your doorstep in the morning if it were...kissing your behind (figuratively speaking, of course). ;)

Let's keep this thread alive until mac43rn gets some satisfaction! :D

[Big G]

I think you should at least get a loaner to keep you going until they replace this machine with another one or give you a refund.

Like was said earlier, we buy NEW EQUIPMENT to become MORE PRODUCTIVE. How ironic!

I own Exmark equipment, but you never know when a problem could happen to it. I expect excellent service from Exmark and my dealer. If something happens, and I get screwed around, I will definately be posting about it.

I'll be watching to see how you are handled. Can you imagine if we got something going here where we e-mailed & called Graveley about your problem? They would freak!

I'm sure they will take care of you, or else!

Big G

[Russo]

I took the liberty of linking this thread to the GRAVELY forum in the hopes of getting you a quicker response from the company. The ball is in their court..........................

Good Luck Mac.

PS-thread tittle is " chance to save a customer "

Landscraper.

[P&J Lawncare]

Thats what makes this site so great, as a group we do alot for each other. In the past it was just one guy taking on a manufactorer now it is a industry (us) making sure that mac43rn is being treated right. I am sure that gravely is going to take care of this promptly because they have been a leader in this industry for many years now and you don't become as big as they have by screwing their customers but it does help him knowing that we are all behind him in his quest for justice

[Mowergirl]

I havent had chance in about a month to nose around this forum, but am glad i did today! I recently got a gravely 1748, also belt driven. My crew is complaining of the belts slipping as soon as it gets wet. Then it suddenly grabs and "flings" you around. Scary and obviously not safe. Also on this machine we had a problem with the spindles... not tightened down properly at the factory. AND we picked up a 260z which had the blades mounted upside down. Hope gravely can get things together. Needless to say, if we cant get the adjustments on the belts set so we're not getting thrown across the lawn, I may be returning this one! Luckily i have an EXCELLENT dealer who goes out of his way for customers....

[Dennis E.]

I would have been all over them right away! Give them a chance to make it right,if they don't,make life tough on 'em!
None of these machines are cheap. It's your money. Get some satisfaction.:angry:

[mac43rn]

First of all I want to thank everyone for their support. Everyone has been so kind and supportive and that is what makes this place so great! My saving grace today is the fact it is raining:) Don't have to use equipment as an excuse to my cutomers. Anyhow, I would like to get your guys opinion. Here are my options.

1. Continue to fix the mower. I laughed at Mel when he gave me this option.

2. Get my money back.

3. Or upgrade to hydro plus $700 on my part for the upgrade. The price for the belt ran me $2599 and the price of the hydro is 2999. Therefore a $1400 difference. I already have the double blade kit, striping kit and mulch kit from my other mower.

-What is everyone's opinion on the situation.

I can get a turf tracer hp for $3999 plus tax. This is a 2001 model. It is new but it has sat out in the rain down at stephen's. The new 2002 runs $4500.

Again thanks for everyone's support

take care and let me know what you think

[Esby]

I would get your money back, and never look to Gravely again for equipment.
They have done you wrong, so why should you give them more business by purchasing another machine. Spend the cash...and get an Exmark. They are time proven machines, I have two(Metro HP 48, and Lazer Z HP 52") and LOVE them. They are reliable as the day is long. If you go back to Gravely and have yet more problems, you can only look in the mirror for blame. Good luck and get a darn EXMARK!

[Mid Rivers]

Since Gravely is a sponsor of the web-site, I would think they have read this post. If they have read this I would hope they will correct this problem and you will be able to relay your safisfaction in them doing the "RIGHT" thing. I know at this point after reading this post I would not even consider a Gravely no matter the cost. If it is in the shop and it was even free it will be costing you money on lost accounts.

GRAVELY you have a chance to make this situation right in the eyes of many LCO's, good luck.

[Dennis E.]

What about the aggravation? Did you have down time from service while waiting for this machine to be serviced/repaired?
Your time IS money no matter how you slice it.
It's your call on whatever they offer to make it right. Just remember what this machine has COST you. (Re-read above;) )

I ran Gravely machines for 9 years before I changed to another brand. Mostly the 300H. A couple belt drive walk-behinds and one of the Z turns when they first came out. They were good with warranty repairs. As for your situation you'll need to stay toe to toe with them!

[Toroguy]

Get the money and get outta there...

You said yourself you'd be better off with a craftsman.

Thanks for this info, I also will never set foot into a Gravely dealership.

I am sure you will be happier with a different brand.

Good luck

[Toroguy]

I just checked the gravely forum, it appears no gravely rep answers questions over there? There are numerous complaint type questions that havn't been resolved?

Just another reason to question the purchase.

[Albemarle Lawn]

The dealer has always fixed my problems on a timely basis. If you like everything else about the machine you may want to get the hydro version.

I have 3 Gravely 260 machines and they have had a few glitches but the dealer has been good.

Ken

[SLS]

mac43rn:

I would go for "option #2" and GET MY MONEY BACK!

Then I would beg, borrow, (anything except steal) to get the rest of the dough together and get the Exmark Turf Tracer.

That is a sweet machine, no doubt about it.

In fact I'll have a new one myself within the next couple of weeks...a Turf Tracer HP (ECS) 36" w/ 15 hp Kawasaki. Hydro and floating deck...yeah!

Try one out...and you'll forget all about those Gravely nightmares you've been having lately! :D

If getting you money back is really an option that was offered...by all means...TAKE IT!

Cut your losses now...invest in the Turf Tracer...and all this Gravely stuff will soon just seem like a bad dream. ;)

[onboard2]

I think you should make a list of all your complaints with dates and resolutions included. Ask your dealer who the distributor is ?
Ask your dealer if he wants to call the distrbutor or should you.This will be your first step . Dealers and distrubutors have a close relationship and typically will make an adjustment. Keep a record of who you talked too and on what dates?

Keep in mind what you want as a resolution to this problem. If you dont want a Gravely tell them you would take the mpney on another mower. If this doesnt work call customer service at Gravely and recant yor log of corespondence , and ask them if they need you to put it in writing. I dont think it will get this far though.

Good Luck

[Toroguy]

Print this out and send to: Dan Ariens at Gravely headquarters. I think he may be interested.

[Big G]

IF you decide to get another gravely, you should be upgraded to the hydro FREE. Here are the reasons:

*YOU LOST CUSTOMERS! This alone could be the extra $1400 for the trade up.

*YOUR TIME IS VALUABLE! Think back on the actual amount of time you spent messing with this machine, how much do you charge per hour?

*AGGRAVATION! Who needs it?

If this alone does not spur Gravely on to trade you up to a new Hydro free, they are truly shortsighted.

My advice is get the Exmark, but if you are still loyal to Gravely, they get you the Hydro free!

Good luck!

Big G
:angry:

[dariens@ariens.com]

Sir,

I have received your messages today. I want you to know that here at Gravely we will make your problems go away. I am truely sorry for the un-productive time lost to you in the Gravely 1536.

We have several people who are challanged with meeting your needs, and in meeting our Vision statement of Astounding our Customers. Without you we do not continue our business legacy of over 85 years at Gravely.

You will hear from us today. Again, sorry for the inconvenience. We will make your problems right.

Dan Ariens
President
Ariens Company

[The Gladiator]

Mac,

I'm very sorry to hear of the problems with the Pro 1536G you purchased. I know you worked with Barry to evaluate and improve these new machines to help make them one of the best pro walks on the market. (Bar none)!

I'm sure that everyone who has posted to this form is interested in what Gravely will do for you. Well, I can assure you that Gravely will make things right to your satisfaction. That's the least we can do as a company who knows which side our bread is buttered on.

The true test of a company is to always listen to the customers and react to the suggestions that are given and to make sure they are happy with the purchase they've made.

I would like to thank you for bring this to our attention so we might have the opportunity to make things right. We do understand that without the professional cutters like you and the others on this site, we would not be in the business of building equipment.

Please accept my apology for the problems and lost productive time due to this situation.

Sincerly,
Dan Kilgas
Product Cat. Manager
Gravely Co.

[Esby]

I am very interested to see how Gravely respondes to all of your problems. They should undoubtably upgrade you to a hydro model, for $0. I would also request all options on this new machine. This is what I would consider "right". You lost money, and they should make it up to you in equipment or some other sort of compensation. This was a brand new machine, it should have preformed perfectly. Make sure to keep us updated on how things turn out for you. Good luck.

[P&J Lawncare]

It might of taken gravely a little while to pick up the ball on this one but I bet you this gets resolved very quickly. Gravely has been around for a LONG LONG time and I am sure they plan on being around for alot longer so I expect this problem will be resolved immediately.

[mac43rn]

Thanks for the response. I would like to speak with you over the phone. I left you a message on your voice mail and I also sent you an email. Please respond

[mac43rn]

I tried the exmark tthp 36" with proslide today and liked the model, but I had alot of slipping of the tires. Has anyone else had this problem? I weigh 190 and 6'2". Been speaking with gravely about the upgrade to new hydro and they say they cannot upgrad for free. I think that is a slap in the face regarding the amount of money I have already lost. Dan Ariens says, "Again, sorry for the inconvenience. We will make your problems right." Apparently not. They will not upgrade to new hydro. The way I see it the amount of money I have lost and will continue to lose is worth the upgrade. But apparently, Gravely wants to make it "right" on their terms. I would like to see if Dan Ariens returns emails or phone messages. If he does I will be impressed (shocked). Will keep everyone informed on the situation and thanks agian for all the responses.

Happy cuttin'

Mac

[Albemarle Lawn]

He will see that a favorable response to your troubles will not go unrecognized, and that making you whole will be good advertising.

Ken

[SLS]

mac43rn:

Maybe I should demo the TTHP again. I didn't notice the tire slippage but the one I tried had a wheel-type sulky. Also it belonged to another LCO and I didn't want to be too rough with it. It was the first time I ever even tried a walkbehind too...so maybe I was just too timid with it. I went straight from a riding tractor to a Lazer Z (60"). Was it an ECS-equipt version of the TTHP that you tried out???

I too weigh 190 lbs but you are 2" taller than I am. Maybe it's those 2 extra inches...hehehe. ;)

Thanks for the 'heads-up'...I should give it another (more vigorous) workout before placing the order. :D

[Runner]

Hmm, this is odd. It was said that Gravely had not answered their forum questions in days? I haven't looked at at the posting dates, but I can tell you this. You look at Exmarks posting dates, and they are RIGHT on the question and problems. The only time you will see a lapse, is on the weekends, when they are not in. {[Edit] I have now looked at the forum, and saw that there ARE several problems and questions that are virtually left unanswered.} I personally have run Gravely for several years, and have had reasonable customer service with the good help of my dealer. However, I have also run Exmark over the last few years, and I must say, I am not only impressed, but aMAZED by their customer service and technical support. These guys, it seems, go out of their way to help in cases like this. When I had my trouble with my deck streaking, I had a rep call me on the phone a FEW times to help me out with instructions on adjustments and troubleshooting. I was also told at that time, that if these things don't remedy it, then they'll replace the whole deck, if that's what it takes! What really topped it off, was to have an Exmark rep come to me, out in the field, so he could see for himself what this deck was doing to help remedy this problem. He simply told me it wasn't just for me, but everyone else, if there happened to be this type of occurence again. Now THAT'S support! TALK to one of these guys, YOU'LL see what I mean!

[mac43rn]

[QUOTE]Originally posted by The Gladiator
[B]Mac,


I'm sure that everyone who has posted to this form is interested in what Gravely will do for you. Well, I can assure you that Gravely will make things right to your satisfaction. That's the least we can do as a company who knows which side our bread
is buttered on.

Gravely has not made it right to my satisfaction (and what I am asking is not much). If you have any questions on this matter feel free to give me a call. I am sure you can speak with Barry or Ron and they will be happy to give you my cell number. By the way, I can be reached on that number at all hours of the day.


I would like to thank you for bring this to our attention so we might have the opportunity to make things right.

-I have given gravely every opportunity to make it right. What I suggested (which I beleive is right, as do many others on this fourm) was declined, another slap in the face. So the ball is in your court. You have every opportunity to make the situation right. You can stand behind your moto or walk away. The choice is yours.

[The Gladiator]

Mac,

I understand you were offered the option to get your money back or to upgrade to the hydro unit, and you have decided to take the upgrade to the Pro H hydro unit. I don't know all the details, but I'm sure you will find the hydro unit will work very nicly with your pro-slide.

Dan K.

[Runner]

Why would anyone even want to go with a proslide, when a wheeled sulky travels so much easier, and isn't as rough on the feet and ankles? Especially with a hydro, you could just get a solid mount with pivoting casters, and soften the wheels up just a bit. This takes aLOT of the shock out! Just curious.

[mac43rn]

stripes

[Big G]

I'm confused. Are you getting a hydro upgrade for free or not?

Big G:confused:

[lamblawnscaping]

How does switching to a hydro solve any of the problems originally listed. There is still a blade belt, still an engine, and still a trans belt. I don't understand.

[Esby33]

So whats happening with this whole situation? We all are eagerly wanting to know how Gravely backs up their products when they fail miserably. :angry:

[mac43rn]

give me three days and I will post full details. I am the type of person that calls it like it is, so full information will be released. I just want to let everything take its course.

Take care

[RLS]

Everyone is right, yesterday was not soon enough for you to be satisfied with a new mower or your money back.
It also sounds like you need to find a new dealer to deal with. They should have put you on a new mower the minute that you started having problems. At least until things were figured out with the one messing up.
We have been so lucky with our Yazoo/Kee's dealer. Anytime anything happens, he gets right on it. If he can't fix it in a couple of hours, he puts us on one of his demos. My husband has watched this guy do so much, that now we save all kinds of money in labor cost by having our dealer order parts needed and my husband and I do repairs ourselves. If they aren't too big that is. But we have ringed one of our mowers before. Our dealer is okay with this, because after all, he is pretty snowed under at the same time of year that we are.
It is crucial that us lco's have a dependable dealer/mechanic that tries his best to keep us mowing. That is one of the reasons that we run Kee's ztr now and will buy Kee's when we get a new mower in the spring.
Our Echo dealer has started selling Country Clipper mowers and is trying to get us to buy one now. We hate to not buy one from him, because he has been really good to us, but it is hard to change now when we know what kind of service we will get from Kee's and our dealer. Our dealer has even came and opened his shop after hours to sell us belts, pulley's, and to even help us work on the fly wheel one time.
Find you a dealer that cares about you and is interested in giving you the kind of service that you want.
PK :)

[soccer coach]

What ended up with this deal? Sounds to me like a lawyer could do well for you.

[mac43rn]

It has been awhile hasn't it. Here is what happened. I was able to upgrade to a gravely hydro for $500 extra. I thought I should get one for free due to all the trouble and lost accounts, but they did not want to go that route. I ended up taking the hydro and used it for just under one hour. Yes that is correct one hour and broke the blade belt. To say the least I was pissed. I called everyone at Gravely that I possilbly could and let them know exactly how I felt. I even spoke with Dan Ariens about the situation. I was able to get my entire money back plus an extra $600 for lost time. The gesture was nice but not worth all the trouble and lost account. I ended up with an exmark tthp and have not had one bit of trouble. Avoid Gravely like the plague. Gravely has a long way to go to even compare with Exmark.

Take care

[soccer coach]

Sorry to hear it didn't work for you. From the other side of the fence at least they did make an effort to buy back abit of your time. I have had alot of dealers do alot less. Good luck with the exmark.

[SLS]

Hey mac43rn,

So you did decide to go with the TTHP after all! What size deck? Did you go with the Pro-Slide?

I got the 36" I mentioned earlier in this thread and all I can say is...I LOVE IT!

I still have not experienced any problem with tire slippage but I'm using a Jungle Wheel's 2-wheeled velky on mine.

Absolutely ZERO complaints so far. :D

[mac43rn]

I went ahead and tried it (36" with proslide). It works great. I also ordered the new wt kit that is available for the tthp. It works great. Front end never comes off the ground. For the record I am 6'2" and 200lbs. Best purchase/cut I have ever owned.

[Gravely_Man]

Thank you so much for posting this link to your problem. I have looked for this post and could never find it to reply. How did this turn out for you? What did you end up doing?


Gravely_Man

[Gravely_Man]

Don't leave us hanging. Did Gravely give you a full refund?

Gravely_Man

[cutting edge]

"I was able to get my entire money back plus an extra $600 for lost time." - mac43rn

[Gravely_Man]

Cutting edge, nothing like reading for detail. Thank you for catching that. I totally missed that statement in his response.


Thank you,
Gravely_Man