TimSullivan
Silver Member
I have waited a while to post this experience with Country Home Products.
I called early in April and ordered an eighteen HP DR chipper on a road worth trailer. When the machine arrived, I noticed that it had some rust on the trailer frame and some scratches here and there. The real surprise was that there was no dip stick in the engine. I called the help line and was told that they would ship one out right away. I commented on the condition of the trailer and the scratches but was told that the unit was new.
Two days later the dip stick arrived and I fueled, oiled and greased the machine and headed to the woods. I was satisfied with the operation of the unit and used it for a total of about four hours over the next few weeks. That is when things got interesting. My wife and I were cleaning up a brush pile when I saw the shaft for the fly wheel sliding though the bearing. I shut the chipper down and was able to find the large washer and the lock ring in the grass.
I called the help line and was told that this could happen under some circumstances. The service representative was very good but then the bomb fell. Seems they had shipped me a DEMO not a new machine. This was a surprise to me, as I had joke with the gentleman that took my order over the phone that I wanted no part of a used and maybe mistreated machine. I really did not think that $139 savings was worth the potential problems.
I then talked with a customer service person that told me to ship the machine back and they would send me a new machine. The total charge to up grade to a new machine was $139. Seems that with all I bought I did not check the invoice very well and they had charged me for a used machine. Chalk it up to bad communications or just error but Country Home Products was will to cover all the shipping costs to solve the problem. After further conversation and prodding on my part, they shipped me the new machine first. That way I could make just one trip to the depot to both pick up the new and drop off the old.
The new machine arrived and the old departed. The only difference between the two is the new machine has a different cover for the belt assembly that is plastic rather than metal. Right now I like the plastic better as it seems easier to work with. I took the new machine and tried it out and it has performed well.
Country Home Products was very responsive and really wanted to resolve the problem. I did not like the error but the solution was about as good as you could get.
I called early in April and ordered an eighteen HP DR chipper on a road worth trailer. When the machine arrived, I noticed that it had some rust on the trailer frame and some scratches here and there. The real surprise was that there was no dip stick in the engine. I called the help line and was told that they would ship one out right away. I commented on the condition of the trailer and the scratches but was told that the unit was new.
Two days later the dip stick arrived and I fueled, oiled and greased the machine and headed to the woods. I was satisfied with the operation of the unit and used it for a total of about four hours over the next few weeks. That is when things got interesting. My wife and I were cleaning up a brush pile when I saw the shaft for the fly wheel sliding though the bearing. I shut the chipper down and was able to find the large washer and the lock ring in the grass.
I called the help line and was told that this could happen under some circumstances. The service representative was very good but then the bomb fell. Seems they had shipped me a DEMO not a new machine. This was a surprise to me, as I had joke with the gentleman that took my order over the phone that I wanted no part of a used and maybe mistreated machine. I really did not think that $139 savings was worth the potential problems.
I then talked with a customer service person that told me to ship the machine back and they would send me a new machine. The total charge to up grade to a new machine was $139. Seems that with all I bought I did not check the invoice very well and they had charged me for a used machine. Chalk it up to bad communications or just error but Country Home Products was will to cover all the shipping costs to solve the problem. After further conversation and prodding on my part, they shipped me the new machine first. That way I could make just one trip to the depot to both pick up the new and drop off the old.
The new machine arrived and the old departed. The only difference between the two is the new machine has a different cover for the belt assembly that is plastic rather than metal. Right now I like the plastic better as it seems easier to work with. I took the new machine and tried it out and it has performed well.
Country Home Products was very responsive and really wanted to resolve the problem. I did not like the error but the solution was about as good as you could get.
