Woodies - Lawnmower catastrophic failure after 2 months

Xcellor

So I bought a lawn mower from Woodies (in july). Was running fine, doing a decent job but was sounding a bit noisier than usual the last cut and losing a bit of power. Went to turn it on the other day and made an awful clunking sound and a lot of vibration and literally the engine where the starter motor was attached to shattered and bits flew out.

The lawnmower had oil , fuel. Not much else to say really. I brought it back to Woodies, they say they need to send for repair would be no longer than 10 days. Fair enough. Odd though given the engine was in bits with oil literally slopping around in the box...

Its now 13 full business days since I dropped it off, I called today and was told basically I'd get a phone call back when it was back. No "let me ring and check" or "ill phone the service department and find out.."

I have bought stuff from woodies in the past but not had a problem so this is the first time where customer service has been called into action... Less than impressed.

I know its repair, replacement, refund but at this point can I reject their attempt to repair as its already above what they stated when I agreed for the repair?

AMKC

Yes you can if it's costing more than they said and longer than they said and they can not say when it will be fixed. I would be looking for a refund if I were you.

The Continental Op

I'd love to think you are entitled to a refund OP but my gut feeling is that you need to wait a good be longer before that becomes an option and even then we are in how long is a piece of string territory.

If you have it written down that you'll have it back in 10 days then fine go ahead and push for a refund if not try and get it in writing by emailing the company (if you can find an email address) with the details and see if they do anything stupid like agree with you that you should have the machine back in 10 days at the very least I think you need something in writing saying how long you will have to wait even if its a couple of weeks more.

I can just about imagine the damage that has been done to the machine and unfortunately its not that catastrophic it can't be fixed with a few spares and the level of dismantling necessary to make those repairs isn't huge. I "imagine" that the fly wheel may need replacing as that as the toothed ring on it the starter motor engages and a new starter. These are all components external to the engine and fairly easy to replace. If we were in the realms of the engine needing replacing then I wouldn't even accept the idea of a repair.

Xcellor

https://www.boards.ie/discussion/comment/119494751#Comment_119494751

The engine itself cracked open, like it's a new engine needed. A replacement seemed a much more quicker option and thought whoever was looking at it would be like "new mower" any how will leave till next week then phone and ask for manager.

The Continental Op

A complete engine as a spare part would be very hard to get. I've replaced a few over the years and always bought an off the shelf engine with similar shaft and fitting dimensions. If you check most engines of a similar size have identical fixing points and shaft size. I suspect they are trying to source a new engine from the manufacturer and go through the manufactures warranty process, that will take time. Even if they can get the part themselves they will have to go through the manufacture or they will be out of pocket.

With that amount of damage I expect a replacement or refund.

Xcellor

https://www.boards.ie/discussion/comment/119497148#Comment_119497148

At the very least if its going to run much longer I'm going to need a loaner as its not a great time to be without a mower...

I was wondering if the fact i purchased it online via their website gives me more rights. I paid for it online and collected in stored.

EOQRTL

Can't understand why they just didn't refund you or offer you a new lawnmower straight away. Also an apology for the engine exploding like that as it could have caused real damage to the operator. Really bad customer service.

The Continental Op

Where would Woodies come up with a loaner? Nice idea but I don't see that happening? They aren't libel for any subsequential loss only the replacement, refund or repair.

At this stage I think the problem is that you accepted a repair. You have to keep pushing for a refund or replacement.

Xcellor

https://www.boards.ie/discussion/comment/119504269#Comment_119504269

Yep. I was expecting that, when i described the level of failure. Literally engine oil leaking out a whole that I could fit my hand into...

https://www.boards.ie/discussion/comment/119504274#Comment_119504274

I queried the repair time and was told 10 days so I agreed to a repair on that basis, not a "wait for a call" type of open ended nonsense. The lawn mower is less than 3 months old.

I imagined a large company like woodies would be decent about it. I won't be purchasing anything expensive off them again after this carry on.

db

Any repair needs to be within a reasonable timeframe. At this time of year 10 days would be reasonable but to be without a lawnmower for any longer is not. At this stage I would go into the shop and ask to speak with a manager. Tell them you want either refund or replacement as your grass is becoming overgrown and they have exceeded the time you agreed for the repair.

Xterminator

^

great advice. do that asap.

Xcellor

https://www.boards.ie/discussion/comment/119505294#Comment_119505294

Yeah ill leave it the full 15 business days which will be Wednesday - I think that is more than reasonable.

Girl Geraldine

This is a lawnmower from Woodies - probably made as cheaply and as shoddily as possible in the back arse of China by some no-name manufacturer of cloned knock off chonda engines and the like for the equivalent of €2 a pop.

The notion of a repair on something like this is laughable. Woodies would not even involve themselves with the repair of something like this. The absolute best they could do here would be to have an appointed small plant mechanic somewhere in the country that would do these sort of repairs. Even then, it would be next to impossible to obtain spare parts from the obscure Chinese no-name manufacturer

Realistically here, you need to go in there, and sit in until you get the manager down to talk to you and tell them to cut the bull sh!t and that you want a refund or a replacement mower, and that you aren't entertaining the ludicrous notion of sending off and repairing a cheap as chips chinese bargain basement lawnmower.

db

Woodies lawnmowers are either Hyundai branded with a Hyundai engine or have a B&S engine so there should be no problems getting parts. At the same time they should not be leaving the OP without a mower for this long during the summer. If it was the middle of winter it would be different.

Xcellor

Just to update. The mower was sent back to manufacturer who assessed that it was down to running with no oil so they weren't going to honour warranty. I spoke to store manager. I disputed this because it was filled with oil when I used it first. I literally had to empty oil for transport so it wouldnt spill. A mower shouldn't need more oil after only a couple of months of cutting. In any case he offered me a customer return that had come back due to bad fuel. It had been sent back and repaired (carb/new fuel). Given the delays this was fine,also 12 month warranty on it.

Mower was as promised unused under deck clean blade new... I do think however an issue with carburetor exists as it hesitates a bit and some vibration... Will run some more petrol through it and see if it clears up.

The Continental Op

Sounds like a reasonable but not perfect result. Sounds like the manufacturer jumped on the fact you drained the oil for transport that would annoy the **** out of me.

If you want to fix the carb yourself you'll find that you can get a cheap chinese one for most small engines for very little money - in the order of €20-€40. Replacement is straight forward.

The vibration would worry me as depending on where its coming from can lead to premature failure of components. You don't want for example any vibration of the blades or anything directly connected to a bearing.

Xcellor

https://www.boards.ie/discussion/comment/119538609#Comment_119538609

https://drive.google.com/file/d/1Lj_qbE1J4dB1CbooITRofZOypqlHXyLN/view?usp=drivesdk

Hopefully you can hear this. Maybe I'm just being paranoid.

The Continental Op

Sorry that won't play for me? On a machine like that its only the blade that could be out of balance but if its new it should be fine, just check its bolted on squarely.

The carb if it needs replacing shouldn't cost more than €30 on Amazon.

At this stage I can understand any paranoia, I get it at the start of every mowing season until I remember all the little "noises" my mowers make.

Xcellor

https://drive.google.com/file/d/1Lj_qbE1J4dB1CbooITRofZOypqlHXyLN/view

Discodog

This is so annoying. I had a problem with a Stihl product. Stihl UK confirmed that it was a known manufacturing fault & said that any UK dealer will replace it. However in Ireland it has to be sent back to be assessed. Why do we accept such crap customer service ?

The Continental Op

Looks (rather than sounds) like the carb isn't bolted on right. Carb or at least the air filter housing is loose.

Most mowers will hunt a bit like that. Not ideal but if they have the power when cutting there is nothing much you can do about it.

Doe Tiden

What’s the issue discodog?

Bass Reeves

https://www.boards.ie/discussion/comment/119538548#Comment_119538548

I would not have accepted the replacement. HTF can they claim it was ran without oil as an excuse. It's was two months old. The only reason it could have run out of oil is if there was a fault with the mower engine.

Of the oil ran out of your new car after two months unless the bottom of the engine was torn off you be getting a new engine replacement and if the engine exploded you would get a new car.

Eoinbmw

"Ran low on oil" Ya its all over my feckin lawn what a lame excuse i would never deal with woodies again after that!

Discodog

https://www.boards.ie/discussion/comment/119538962#Comment_119538962

The bonding between the carbon fiber & metal has failed. Several people on a UK forum I use reported the same issue.