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Upset with turfco customer service

Discussion in 'General Industry Discussions' started by longtine:), Nov 5, 2012.

  1. longtine:)

    longtine:) LawnSite Member
    Messages: 8

    I recently purchased a turfco xt5 aerator, and the problems began straight from the box. When I unpacked the new aerator I found that it didn't want to move forward. I inspected and found that the drive belt was shredded. It seems that the belt pulley was installed upside down at the factory. Trip number one to the small engine specialists. After installing the pulley and new belt correctly I take my $3000 aerator to do some lawns. Mechanical failure number 2! The drive chain breaks in the middle of the 1st job, and in the backyard. I now have a broken machine again, and have to push it from the backyard to my trailer parked down the street. To say I am frustrated at this point is an understatement. I now have an upset customer who has a half aerated lawn, and an aerator that is broke for the second time, and I still haven't completed one lawn! Trip number 2 to the small engine specialists. I talked to the mechanic and he showed me where the master link was installed incorrectly at the factory and explained how it failed. I had multiple conversations with Jim Ruckheim, Turfcos inside sales guy. Though he seemed pleasant he dropped the ball more than once in dealing with me. I was told twice he would call me back, and that never happened. I did get cost of repairs finally refunded, but Turfco refused to pay my fuel expenses to and from the repair facility. It seemed logical to me to expect a working aerator, and when you buy direct from the company I didnt expect it to cost me anymore than the purchase price to get it in working order. It wouldnt have cost Turfco much to make this right with me, and I did give them ample opportunities with emails and phone calls. So I hope my experience can save some of you some pain, I always reward the companies with good customer service with my business, those that don't have the customer in mind won't stay in business long. Hope this helps anyone looking at turfco products to make a wise decision.
  2. TX Easymoney

    TX Easymoney LawnSite Platinum Member
    Messages: 4,082

    Appreciate the post, its kinda tough to read all lumped together through
    Posted via Mobile Device
  3. dieseltech

    dieseltech LawnSite Senior Member
    Messages: 651

    Hmmm...thats unfortunate
    Posted via Mobile Device
  4. Will@Turfco

    Will@Turfco LawnSite Member
    Messages: 4

    Just came across your post. I am a field rep at Turfco. I will check with the main office but in the meantime feel free to give me a call to resolve your situation (763-233-2681). The response to the XT5 has been very positive and I want to make sure you feel the same. Thank you.


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