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Just sent a not nice letter to Scag.

Discussion in 'Lawn Mowing' started by JLC, Aug 2, 2001.

  1. JLC

    JLC LawnSite Senior Member
    from IA
    Messages: 467

    I am so sick of the problems that I've outlined to you guys in the past I decided to take this to the company. I believe they need to handle this and make their machine work like it should. I will keep you posted on their response.
  2. captdevo

    captdevo LawnSite Senior Member
    Messages: 932

    need to go see Greg and Max!!!
  3. CSRA Landscaping

    CSRA Landscaping LawnSite Bronze Member
    Messages: 1,232

    My guess is that you'll get passed off to the dealer. Or perhaps not ... we'll see.
  4. JLC

    JLC LawnSite Senior Member
    from IA
    Messages: 467

    I got a response back from Scag's technical service manager today. First he apologized for the problems that I am having with the mower and said that none of the problems are normal. For your reference I told him of poor discharge of cut clippings, right drive system that had to be replaced at 240 some hours, left side drive system displaying similar characteristics, and cracked frame at the front caster. He pulled the file on my mower and said he would forward my email to their distributor service manager to get him involved and he would contact me. We will see how this unfolds and I will post my findings.
  5. I tried this with other companies and it doesnÂ’t work as well till you get a lawyer involved

    One CO. replaces mower with a new one (A demo from a dealer and another POS)

    The other CO. bought the 3 mowers back including tax from me

    But it goes to show you that a lawyer will get better results.

    Come on out of all you customers you must be mowing a lawyer
    Find him, talk to him, trade a few mowings for his service
    He will get them to give you the resolve to your problem

  6. JLC

    JLC LawnSite Senior Member
    from IA
    Messages: 467

    Well in less than a week I am happier. I have to say that Scag got right on the problem, very commendable. The mower now has a new pump and all I had to cover was the labor. The distributor service manager said to check the deck pitch in regards to the poor discharge, haven't had a chance yet, will update you. He said that the broken caster weld on the frame is what they call normal wear, which he said is why Scag designs these to be bolt on so they can be easily replaced. I am happy about the quick turnaround they displayed in trying to keep me a happy customer. In regards to the pump, they didn't recommend sythetic oil or adding coolers. The rep said they simply were not needed and said they have many machines out that are not having these problems. Only time will tell, but for now I feel better about the situation.
  7. crazygator

    crazygator LawnSite Bronze Member
    Messages: 1,048

    JLC, Use it for a month then tell us what is happening. Its great you got the service we all deserve, but pitiful that we almost have to threaten them to get things done. I wish you well with your new fixes.
  8. WebbLawnCare

    WebbLawnCare LawnSite Member
    Messages: 4

    Does anyone have a number I can get in touch with Scag direct? We're having a problem with a turf tiger that the dealer doesnt wanna take care of. And of course they wont give us any info on how to get in touch with Scag. Thanks in advance for any info.
  9. Swampbeast

    Swampbeast LawnSite Senior Member
    Messages: 463

    Try to contact them through thier website www.scag.com one of their service techs will get in touch with you.

    In my experience, SCAG has gone out of thier way to take care of me, even when I was a 16 year old kid with my first WB, they took care of me just like I was a pro LCO. For that, I have always bought SCAGs, and they earned themselves a life long customer from me.

    They do occasionally make lemon mowers though, and the only thing to do is to get rid of it and buy a new one. They will usually work with you if you can truly demonstrate it is a manufacturers problem.

  10. Gravely_Man

    Gravely_Man LawnSite Silver Member
    Messages: 2,075

    Customer service is what it is all about. This helps you get and keep customers and helps companies such as Scag get customers for life like Swampbeast. It is really too bad most companies do not have this attitude.


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