What Happens When We Service or Repair Your Equipment?

"At Mr. Mower Man, we want you to be able to expect what you want, which is top notch workmanship, clear communication, and friendly customer service."
Picture
Doing things the right way.
When you take a piece of equipment to a shop for service or repair, what do you expect?  What do you want?  At Mr. Mower Man, we want you to be able to expect what you want, which is top notch workmanship, clear communication, and friendly customer service.  Sounds good, right?  But what exactly does that look like?

Well, there's a process we like to follow to ensure the best results:

  1. You bring in the equipment (or we pick it up), and we ask you some questions to help us begin to diagnose any problems.
  2. We take your name, address, phone number, and email so we can contact you.
  3. We collect the up-front, non-refundable diagnostic fee of $35 for handheld and walk-behind equipment, or $70 for ride-on equipment.  More on this in #9.
  4. After you leave the equipment with us, we diagnose the equipment and create an estimate of what the repairs will cost.
  5. If the estimate falls within a range that you specified at the beginning, we go ahead and make the repair. 
  6. If the estimate is more than the limit you set at the beginning, or if you didn’t give us a maximum dollar amount, we give you a call before we make the repairs.
  7. If you approve the estimate, any needed parts not already in stock will be ordered, we complete the job when they arrive, we test the equipment to make sure it’s OK, and then we call you to schedule a pickup or delivery.
  8. Unfortunately, problems on outdoor power equipment can sometimes hide.  If we encounter any unforeseen problem, we’ll keep you updated on the situation so you’re not surprised by a huge repair bill you didn’t authorize.
  9. OK, back to the up-front diagnostic fee…Whatever you paid up front will be absorbed into the repair bill.  For example, a riding mower repair bill may total $200, but $70 of that will have already been paid.  So $130 is all that is left.
  10. When the time comes for you to take your equipment back, full payment will be expected before we let it go.  We apologize if this is inconvenient, but we’ve been burned in the past by letting customers have their equipment before it was completely paid for.
  11. Let’s back up a bit…If the repair bill estimate is too high, we can either try to revise it or decide to stop altogether.  Remember, the diagnostic fee is non-refundable.  You can take your equipment back, or we can discard it for you.
  12. After you’ve had your equipment back for a few days and have had a chance to use it, we’ll call you to make sure you‘re happy with our work. 
  13. If the equipment still has a problem you paid to have fixed, Mr. Mower Man will fix the problem at no additional charge.  We strive to get things right the first time.