• Report: #5786

Complaint Review: Country Home Products

  • Submitted: Tue, July 17, 2001
  • Updated: Fri, August 02, 2002

  • Reported By:Prescott AZ
Country Home Products
P.O.Box 25, Meigs Road Vergennes, Vermont U.S.A.

Country Home Products/DR Power Equipment does NOT back their warranty!

*UPDATE Employee: Country Home Products is Committed to Customer Satisfaction

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I wrote the following letter (e-mail) to the company

July 12, 2001

Hello,
I am writing in regards to my DR Trimmer and its guarantee. I live in Prescott, AZ, which is a town in the mountains. Back in May of this year I got out my DR and proceeded to trim the weeds in my drainage ditch, which I have done many times before, but this was the first time this season. Suddenly, my DR made a horrible noise and died. Upon inspection I saw that the mow ball and everything above it had been sheared off, and ripped from the orange housing, which now had a hole in it. I looked around and didn't see anything that should have caused this much damage. I called the 800 number for DR owners and they had a tech, Chris, call me back, who was very nice and suggested that I get the owner's manual so that I could call all the parts by their correct name, which I did. I told him what had happened and he couldn't understand why this had happened. We went through all the parts and he sent some free, some I had to pay for, and some he split the cost with me. I accepted that and was charged $43.95. He also told me that if I was the least bit mechanical, which I am, I could put this together when the parts came, or I could take it to an authorized repair shop, Able Saw & Tool Repair, but that they usually charge about $50/hr. I am very familiar with this repair shop and go there quite often. The parts came and I put the DR back together, but when I started it, it smoked heavily and ran very roughly. I took it in to Able Saw & Tool Repair and he fixed it for me, to the tune of $50 and three weeks time. While it was in the shop, I got out all of my DR paperwork and discovered that the orange housing of the DR is guaranteed for life. The more I thought about it, the more I thought that I should have gotten all the parts replaced free. If the orange housing had not failed, then all this damage would not have occurred. I am asking you to review my case and reimburse me for $43.95 (Your order number PO61831900010 dated 5-11-01 and my DR ID 0043685643) I was not going to ask you for the $50 that Able Saw & Tool charged me because even if I'd gotten the parts free, I'd still have to have it tuned up after I put it together, BUT, if the orange housing had not failed, I would not have had this much damage and had to take it in to the shop. Therefore, since Country Home Products stands behind its products and guarantees, I am asking you to reimburse me for the $50 that I paid to Able Saw & Tool on his WO#000681 (Invoice #001413).

Thank you for your time and attention to this matter.
Sincerely,
Chris Naughton
AZ 86305
naughtonville@juno.com

. . . and this was their responding letter.

Dear Mr. Naughton:

Thanks for contacting us in regards to your DR TRIMMER/MOWER. We're sorry to hear that you encountered difficulties with your machine, but were pleased you DR is now up and running.

The cast-aluminum frame on your 5.0 HP DR TRIMMER/MOWER came with a lifetime warranty, which is why it was replaced free of charge when it cracked. However, the bearing housing on your DR came with a one-year warranty and since your trimmer was purchased in June of 1999, the bearing housing assembly was not covered when damaged.

If you have any further questions or concerns about our warranty terms or your DR TRIMMER/MOWER, please don't hesitate to let us know. Just call TOLL-FREE 1(800)DR-OWNER(376-9637) and any one of our Customer Service Representatives will be happy to assist you. You can also reach us via e-mail at info@countryhomeproducts.com.

Thanks again for contacting us. It's good to have you as an Owner.

Sincerely,

Sonja Slocomb
Customer Relations
www.countryhomeproducts.com


Country Home Products
Meigs Road, P.O. Box 25
Vergennes, Vermont 05491
Phone: 1(800)687-6575
Fax: 1(802)877-1213
=======================================
DR(R) is a registered trademark of Country Home Products(R).


I am very dissatisfied and am hoping that you can help me.
Thank you, Ann Naughton

This report was posted on Ripoff Report on 07/17/2001 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Country-Home-Products/Vergennes-Vermont-05491-0025/Country-Home-ProductsDR-Power-Equipment-does-NOT-back-their-warranty-5786. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Country Home Products is Committed to Customer Satisfaction

AUTHOR: David - ()

Dear Mr. Naughton:

We recently came across your July 17, 2001 email submission to www.ripoffreport.com regarding your experience with Country Home Products and your 5 HP DR TRIMMER/MOWER purchased in June of 1999. Your concerns are important to us and we would like to take this opportunity to respond. Please note: we have sent a copy of this letter to www.ripoffreport.com.

As a preliminary matter, we want to acknowledge that troubleshooting technical matters over the phone and by email can sometimes be challenging for both our Customer Service Representatives and our customers. In some situations it can be particularly hard to pinpoint the exact cause and extent of damage to a machine. To bring about a resolution that is satisfactory to the customer and in accordance with our warranties and policies, we rely on information provided by the customer, our technical knowledge, our experience with similar cases, and our best judgement.

After a review of the customer records and action taken concerning your DR TRIMMER/MOWER, we believe that we responded to your situation the best way we could given the circumstances. Nonetheless, as a gesture of good will and a desire to make sure that you are satisfied with our products and service, we would like to offer you the reimbursement you originally requested: $43.95 for parts and shipping, and $50.00 for repair and service of your DR for a total of $93.95. You should receive this check shortly.

If you have any questions about this decision, or about your DR TRIMMER/MOWER, please feel free to email or call us at 1(800)DR-OWNER(376-9637). One of our Customer Service Representatives will be happy to help you.

We have appreciated this chance to respond to your concerns and hope youll keep in touch with us in the future. Its good to have you as a DR Owner.

Sincerely,

David Prodell
Customer Relations
www.countryhomeproducts.com
-------------------------

Country Home Products(R)
DR(R) Power Equipment
Meigs Road, P.O. Box 25
Phone: (800)376-9637
Vergennes, Vermont 05491
Fax: (802)877-1213
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