I wrote the following letter (e-mail) to the company
July 12, 2001
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.
. . . 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 email@example.com.
Thanks again for contacting us. It's good to have you as an Owner.
Country Home Products
Meigs Road, P.O. Box 25
Vergennes, Vermont 05491
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