Exmark Service????

Discussion in 'Lawn Mowing' started by tacoma200, May 31, 2005.

  1. tacoma200

    tacoma200 LawnSite Fanatic
    Posts: 5,427

    My wheel motor developed small leak after 100+ hours so I called my dealer and they said rush it up ther they would need to look at it right away. So I quit mowing and rushed it up there. I told the guy who wasn't listening very well to also greese all fittings. The phone would ring and nobody would answer while I was there, so that let me know why it took a dozen times to get thru on the phone. I called several times to get an estimate on about when it would be worked on but never could get a strait answer. After a week I wrote the manager a email telling him about my disatisfaction with the service. He said he had been sick and the employees were not at there best when he was not around. He was very nice about it. He gave me a loaner after a week.(Dixie Chopper) He phoned me and said the bearing didn't look good so they ordered a wheel motor kit. Glad he found that. The small Dixie Chopper broke down after 1.5 hours (new) so I had to do some rigging to keep it going but I was able to finish my accounts.
    Any way my biggest complaint is that this all took 2 weeks while I mowed with a much smaller mower the second week. He said they didn't know I was a comercial mower or the would have given me a loaner the first week. I could not get a strait answer as to about when it would be worked on. Oh yea they forgot to greese it. Am I expecting too much from a dealer????
     
  2. Travis Followell

    Travis Followell LawnSite Silver Member
    from KY
    Posts: 2,207

    I also live in Ky and i'm just curious to know what dealer your dealing with?
     
  3. tacoma200

    tacoma200 LawnSite Fanatic
    Posts: 5,427

    I don't want to embarass the dealer but its in Somerset. When I take a mower in I just like to have some comunications so I'll know when I can get back to my customers. I know this time of year is very busy for the lawn care service dept. But a business that lets the phone ring off the hook and can never give you an estimate on repair times is not what it talks about on the Exmark web site. I belive the manager is a nice guy but mabe they are understaffed. I asked for a full grease job which he did for free since he forgot to do it but the mechanic didn't know how to greese the front wheel bearing so I've still got to do that. I am a very understanding person I just want good comunications from my dealer and ballpark figures on when I'll be going again. The Dixie chopper loaner was new but only a 44 inch cut, belt spring broke after 1.5 hours and I used a bungee cord to finish my jobs. No offense to Dixie owners just a bad spring.
     
  4. lawnman_scott

    lawnman_scott LawnSite Fanatic
    Posts: 7,547

    You are asking too much if you want a dealer that can do this right and efficient. You are better off to learn to fix your things yourself. Its all pretty basic stuff.
     
  5. tacoma200

    tacoma200 LawnSite Fanatic
    Posts: 5,427

    I should learn to grease the front wheels, doesn't seem too bad by looking at the instructions exept you have to replace the seals it says. As far as wheel motors go I think I'll leave that to them. I'm not experienced with hydraulics and don't understand completely how the pump, motor etc. works or is installed.
     
  6. Tharrell

    Tharrell LawnSite Silver Member
    Posts: 2,964

    He didn't know you were commercial? Did you buy the mower from him?
     
  7. tacoma200

    tacoma200 LawnSite Fanatic
    Posts: 5,427

    Yes I bought it from him and during the sales pitch they told me how fast they service Exmarks and tried to have you back in service in a couple of days. So I bought it on the spot at a good deal, sold my old mower. Exmarks website makes you feel like you really get the attention of the service dept. and thats what seperates them from other companies. It had been 13 months since I had bought the mower so I guess they can't remember every customer. They sell so many brands and so much equipment I can see why they have a hard time keeping up. They sell Cub Cadet, Dixie Chopper, Husky, etc. plus 4 wheelers and so on. If your a buyer you can't keep them off of you but if you need service you get in line and wait while the service man is ignoring the phone ringing and they are yelling at each other to get the phone. I looked the service man right in the eye and told him to be sure to give it a full grease job because I may have missed something when I greased it. I could tell he was not paying attention so when I talked to the service manager about a week later I told him about the greese job and he forgot also. They did greese it for free since they forgot but didn't know how to greese the front wheels. I like Exmark but thinking of going to a differnet brand, maybe a smaller dealer that is not covered up with service work and can give some idividual attention. Like I said maybe I'm asking for too much.
     
  8. kc2006

    kc2006 LawnSite Silver Member
    Posts: 2,442

    Your not asking too much, your asking them to do their jobs. Around here that would be done after a few hours of the part arriving if they don't have it in stock. When purchasing a mower the dealer is just as important as the mower's performance. If you go with a dealer that can't help you and take care of you then its no good.

    I prefer the smaller dealers, like the local exmark dealer is just 3 guys there and they normally get the commercial equipment fixed same day. I'm going to be buying a hustler though at the end of the season and I've been checking that dealer out a few times, they seem pretty good, it's a more commercial large facility place but they seem to get stuff done quick and they give loaners if your equipment isn't fixed by the next day.
     
  9. Turf Technologies

    Turf Technologies LawnSite Senior Member
    from Florida
    Posts: 590

    You dont know how to grease your machine? Thats one of the easiest things to do.
     
  10. Sweetwater

    Sweetwater LawnSite Member
    Posts: 66

    Dealer is hurtin' and Exmark is not to blame, but they'd be chapped if you sent them a copy of this. Exmark is the only make I have ever been satisfied with and my dealer backs their sales as strong as Exmark backs their mowers. Gues I am lucky to have good dealer. Just imagine what life would be like if your primary mower was a POS and always breaking? To remedy down time I keep 52" Turf Tracer close at hand.
     

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