LazerFlash
Cave Dweller 
The more they over-think the plumbing, the easier it is to stop up the toilet.
Member since September 2021
Posts: 550
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Post by LazerFlash on Mar 29, 2022 21:53:20 GMT -5
My 11 year old Craftsman GT6000 garden tractor/mower started leaking from the transaxle. After calling the Sears Repair number and being put on hold off-and-on for about an hour, I was told in a heavy Indian accent that, "I am so very sorry sir. The manufacturer says that the sealed, no-maintenance-required transaxle on your tractor is not covered for life. I am truly sorry that you were told that by the people at Sears. I can schedule for you an appointment to have a pair of our highly qualified technicians to come out to replace the sealed transaxle with a new one for approximately $2500."
After fuming about this, I did some researching and looking at a couple of YouTube videos. I determined that the most likely cause is a gasket under the transaxle charge pump cover. (Wait, what? A gasket and a cover? On a sealed transaxle?) I'm sure enough in my mechanical abilities that I can replace the gasket. In the process, I discovered that there is also a replaceable filter. (Yup, on that afore-mentioned sealed system).
Well, Amazon being the amazing resource that it is, I was able to order everything that I need to move forward with the repair. I plan to tackle it in the next couple of days.
Okay, so you might be asking just where is the "What would you do...?" aspect of this story? I'm getting there. Anyway, one of the things that I ordered was three (3) quarts of transaxle oil to replace what will drain out. To make sure that I got the correct oil, I ordered it directly from the transaxle company. This morning, the UPS guy rang the bell next to our garage door, (which is unusual). When I answered, I noticed he had not one... not two... but three CASES of transaxle oil sitting on the truck, each containing 12 1-quart containers of oil! Of course, I instantly thought that I had made a mistake and there would be an extra $500+ charge on my credit card that I would need to deal with. However, after checking, I did, in fact, order only three individual quarts of transaxle oil.
So, if you've read this far, finally here is the "What would you do...?" dilemma: Would you do the right thing and contact the manufacturer - the very same manufacturer that insisted to the repair people that I needed to spend at least $2500 for a new transaxle on an 11-year old garden tractor - and let them figure out how to get the extra 33 quarts back to them? Or, would you just keep the extra oil and figure out something to do with it? (Like selling it to the local small engine repair shop at enough of a discount to make everyone here happy?)
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Post by perkins17 on Mar 29, 2022 22:04:06 GMT -5
Hoooo... That's a tough one. Selling might make you some money, but you wouldn't be happy with yourself. I would contact the company and tell them their mistake, just so that I could sleep better at night. Sorry that had to happen to you but good luck on the solution. Do whatever makes you feel better.
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Post by hummingbirdstones on Mar 29, 2022 22:14:22 GMT -5
Have to agree with Perk. You wouldn't be asking if you were comfortable with just keeping it. While they probably deserve to get hosed for being such ass-wipes, your conscience will bother you if you at least don't let them know of their error. Who knows, it might not be worth it for them to send UPS to pick it up and take it back, so they may just tell you to keep it.  |
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Mark K
Cave Dweller
Member since April 2012
Posts: 2,816 
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Post by Mark K on Mar 29, 2022 22:24:02 GMT -5
I say keep it. If they are so gung ho to screw you, turnabout is fair play. Plus, you did not ask for the extra oil and if you have to fool around to try to get it back to them, you are working for them for free. Also, usually the companies find it to be more effort than it is worth to fool with it. I would hang on to it for a few weeks and then do as you with with it.
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Post by Pat on Mar 29, 2022 22:33:51 GMT -5
Hmmm, you ordered three cans.
They sent you 36 cans.
I’d call the sender and informed them, AND I’d email them re the same (paper trail).
Ask what they would like to do about it. They might suggest you keep it, or they might come and get it, or send you the postage to send the extra back.
Is the paper bill correct for three cans, or is it for the 36 cans?
Anyhow, that is what I would do. Good luck!
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LazerFlash
Cave Dweller
The more they over-think the plumbing, the easier it is to stop up the toilet.
Member since September 2021
Posts: 550
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Post by LazerFlash on Mar 29, 2022 22:42:33 GMT -5
Is the paper bill correct for three cans, or is it for the 36 cans? |
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Post by Pat on Mar 29, 2022 22:45:42 GMT -5
I’d print that Amazon page and any correspondence re this situation.
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Post by jasoninsd on Mar 29, 2022 23:58:09 GMT -5
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Post by jasoninsd on Mar 30, 2022 0:01:07 GMT -5
I truly do understand where your thought process is...I really do. But what's better, to stoop to someone else's level, or lead our lives in such a way that others want to ascend to where we're at...
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Post by Son Of Beach on Mar 30, 2022 5:02:18 GMT -5
Susan kinda looks like a man, just sayin lol |
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Post by RickB on Mar 30, 2022 6:27:18 GMT -5
Send it back. An employee needs additional training or firing.
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Post by jasoninsd on Mar 30, 2022 8:45:48 GMT -5
Send it back. An employee needs additional training or firing. Did you say fired or shot?  LazerFlash - Been thinking about this since last night. I truly don't know what I'd do. I'd like to think I'd contact them and offer to send them back. I'm also the type who finds it very hard to "turn the other cheek". They had no qualms about trying to gouge you for an amount higher than what my John Deere lawn tractor cost new a couple years ago. Everything happens for a reason. So I think you have to ask yourself if God (the Universe) made this happen for which of the two reasons: 1.) to give you an opportunity to turn the other cheek and offer to send them back. Or 2.) to give you a "winning lottery ticket" for some additional cash in your pocket by selling them to the local shop. I believe I completely understand both sides...and I'm not too sure there's a right answer...but iI am sure it boils down to whether a person can "look themselves in the mirror" afterwards with whatever decision they choose in a situation like this... |
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Post by Peruano on Mar 30, 2022 9:31:46 GMT -5
What would I do?
1. I'd not bother to highlight the "nationality of the phone center person". What difference does it make?.
2. I'd not advertise on the internet my consideration of possible actions (think the 6 Jan folks who would like to retract their posts. JMHO
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Post by Rockoonz on Mar 30, 2022 12:11:13 GMT -5
Perhaps if you are in a one party consent state for recording calls, record your call, including possibly a rehash of the "sealed system" dialogue, and post somewhere as a blog to share, and link if there are forums for this brand of tractor. A little warning may be in order.
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Post by rockjunquie on Mar 30, 2022 13:29:48 GMT -5
I had a similar situation. I ordered one bundle of ten of sunshine cloths from Rio. I got a case of 10 bundles. After some consideration- I called them and told them. I told them I would send it back and I kept one or two bundles. Don't remember how many. But, after thinking about it LATER, of course, I realized that I shot myself in the foot because I also paid considerably more shipping for those heavy cloths. So, I paid too much shipping to get it to me and paid shipping back because I wasn't thinking about it and they didn't offer to do it. Shitty, right? I thought so. I got the raw end of the deal. What do they say? No good deed goes unpunished.
I would contact them and let them know. They can tell YOU what they will do and you can agree to accept or not. Technically, when something is mailed to you that you didn't order, it's yours.
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Post by rockjunquie on Mar 30, 2022 13:42:32 GMT -5
What would I do? 1. I'd not bother to highlight the "nationality of the phone center person". What difference does it make?. 2. I'd not advertise on the internet my consideration of possible actions (think the 6 Jan folks who would like to retract their posts. JMHO #1. It's not the fact that the agent was Indian- it's that the call center is most likely in India. That makes it pretty far removed from the customer base and shows a lack of consideration for customer support. Not to mention the fact that there is often a language barrier because the agent doesn't speak English well enough for the job. I will often ask them to speak slower so I can understand them. I have also asked for another agent that I could understand. I'm never mean or hateful. I just don't see why I am expected to accept poor customer care because the company outsourced the jobs. I would say (and have said) the same thing about an American who speaks urban or ebonics English that I can't understand. It's not about nationality or color- it's about the ability to effectively do your job. |
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Post by rmf on Mar 30, 2022 13:56:05 GMT -5
I would notify the sender that they made a mistake and that they need to send you the number of labels required to send the overage back. That puts the ball in their court. If they want the oil back they send you the return labels since it was there mistake they pay shipping. If it is too much a problem (or cost) then they will give you the oil and you have done your best to be honest. You just can't buy a clear conscience.
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LazerFlash
Cave Dweller
The more they over-think the plumbing, the easier it is to stop up the toilet.
Member since September 2021
Posts: 550
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Post by LazerFlash on Apr 6, 2022 22:37:53 GMT -5
Thanks to all who offered opinions and suggestions.
Ultimately, I called the company and they were quite relieved that I had notified them of the error. They will be emailing me labels to ship the three cases (minus my three quarts) back to their shipping location at no cost to me.
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LazerFlash
Cave Dweller
The more they over-think the plumbing, the easier it is to stop up the toilet.
Member since September 2021
Posts: 550
|
Post by LazerFlash on Apr 6, 2022 22:51:52 GMT -5
I'm also happy to report that even though there were a couple of minor challenges, (such as getting the oil filter off the transaxle), I completed the repair and the leak appears to be fixed!
So, here's the tale of the tape:
Three quarts of oil: $ 52 One oil filter: $ 16 One O-ring: $ 6 Total parts cost: $ 74 On-site diagnostic fee: $139 (Which I am trying to get refunded.) Cost of DIY repair: $213
Compared with the estimated cost to replace the entire transaxle: $2,500+
Not too shabby, if I do say so myself.
My father (of blessed memory) would be proud that his early lessons in auto/mower repairs resulted in things like this. Thanks, Pop!
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LazerFlash
Cave Dweller
The more they over-think the plumbing, the easier it is to stop up the toilet.
Member since September 2021
Posts: 550
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Post by LazerFlash on Apr 6, 2022 22:56:40 GMT -5
Oh, and SHAME on Sears Home Services for not offering this as a solution!
If someone with my skill level could do this, why couldn't they? No wonder Sears went out of business...
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