John Voytik was proud of his riding mower. A gift that made maintaining his multi-acre farm easier, it was more than just a piece of equipment—it was a necessity. But within a year, that pride turned to frustration when the mower broke down unexpectedly. What followed was a customer service nightmare that left him feeling stranded, until he found an advocate willing to step in.
The High Cost of a Defective Mower
For John, the riding mower was a game-changer.
“I’m getting older, so it’s nice to ride instead of walk,” he explained. The mower allowed him to clear brush efficiently and keep the land in check. But despite following the manufacturer’s maintenance guidelines meticulously, the machine quit on him far sooner than expected.
“I was just upset,” he recalled. “I really tried to baby it. When something lets you down like that, it kind of makes you a little angry.”
His fiancée, Dalencia, pointed out that beyond being an inconvenience, the broken mower created a real safety issue. “Being out here in the country, you always have snakes and stuff around,” she said. “When we come out, the grass is up to our knees, and it’s at the bottom of his belly.”
With an overgrown property and no working mower, they turned to the store where they had made their purchase, expecting help. What they got instead was a harsh reality check.
The Warranty Trap: A Costly Oversight
The store had a simple response: since John hadn’t purchased their extended warranty, they weren’t willing to help.
“They told him that there was nothing they could do,” Dalencia said. “We just felt like we bought this mower—it wasn’t inexpensive—and you guys don’t give a hootnanny about us after we got your money.”
Like many consumers, John assumed the manufacturer’s standard three-year warranty would provide adequate protection. However, using it required transporting the heavy mower to a repair shop 20 miles away—something the couple had no way to do without incurring significant costs.
Feeling abandoned and at their wit’s end, they reached out to TrustDALE, hoping for someone to fight on their behalf. The team was able to communicate directly with the manufacturer, cutting through the red tape and reaching decision-makers that the couple had no luck accessing on their own.
As a result, the manufacturer agreed to cover the transport fees and ensure the mower was repaired under warranty.
The Takeaway: Know Your Rights, Choose Wisely
This experience highlights an important consumer lesson: getting great customer service shouldn’t be a battle. Whether it’s a riding mower, an appliance, or a home service, consumers deserve support when things go wrong. Here are a few key takeaways:
- Understand your warranty – Many products come with a manufacturer’s warranty, but the fine print matters. Always check if repairs require out-of-pocket costs like transportation fees.
- Be cautious with extended warranties – Some retailers push extended warranties aggressively, but not all are worth the price. Compare them against the manufacturer’s coverage before deciding.
- Choose businesses with a proven track record – Not all companies prioritize customer service. Opt for businesses that stand behind their products and services without hassle.
That’s why TrustDALE exists—to connect consumers with businesses that value integrity and accountability. When you work with a TrustDALE-certified company, you know they’re vetted for quality, fairness, and reliability. Because when you make a purchase, you deserve peace of mind—not a battle.