Outdoor Power Equipment (Lawn Mowers, Snow Blowers, Chain Saws and more) Discussions

Sears had a recall last summer-fall to fix these machines because of a concern about fire when primed.  They offered an oil change, new spark plug along with the new fix. 

The technician arrived at 9 am on a September day and acted very nervous and shaky when he worked on the machine.  I asked him if he was ok and he responded that he had too many recall type service calls and not enough time in the day.  He kept rushing and scattered screws and parts all over the place.  I gave him a plastic container to hold the parts while he worked.  When he put it all back together and was ready to leave, I asked him to start the machine for a test run.  He ran it for thirty seconds or so, shut it down and I assumed it was ok.  I should have test run it again in November but took it for granted that all was ok. 

I have only used this machine ONCE.  It was last February 2007.  Purchased in February 2006, it sat for a year unused in a snowless winter.  I have a feeling the troubled technician's bad day is now haunting me.  Sears can only send a tech out on January 2, 2008 so I'm stuck with a machine sitting out half the winter.  (I did have the urge not to have Sears do this fix but they were fairly aggressive with mailings, etc.)  The machine is also under the extended warranty I purchased. 

Anyone else out there who had Sears call on them for this so-called fix?

I tried the pull start first with choke on full (primed with two shots as required).  After waiting several minutes, I then tried the electric start after I walked through the owner's manual check list with everything in place and it still won't start!  I returned 30 minutes later to try again and still no start.

I received an automated call from Sears this morning (Tuesday) conducting a survey with six questions.  I gave the tech high marks for his attempts to fix and I gave Sears low marks for their service (understaffed and long delays for the tech to arrive).

Shortly after the call, a tech arrived (a different guy, looked like he was in his late fifties), stepped out of his van and was singing away.  I said hello and he didn't answer.  He proceeded to remove the structure that holds the "cab" (the cab was not on).  Said it was in the way.  (OK, but the other tech didn't have any problem).  As he removed the housing which covers the carb, etc., he kept dropping screws and placed other screws and parts on the ground.  I ran inside to get a plastic container for his use so he wouldn't lose any parts.  He then asked me to add some of my gas to bring the tank to half-full.

He started pumping the primer and announced he found the problem.  "ICE!"  Gas was not coming thrrough the line to the carb.  He then disconnected the gas line and told me when gas starts pouring out, you'll know the ice has melted.  He said I better get a bucket to catch the gas.  I suggested I would place a heating pad there and he said he couldn't wait around for this and he would return on Friday.  At the moment he pulled out of the driveway and was gone, I discovered the fuel on/off valve was in the off position!!  He never touched it.  I turned it on and quickly turned it off because gas started pouring out!! 

I called Sears immediately, got lucky and had an intelligent person on the line who got more pissed off than I.  He put in for a new tech and said he would submit a report on this guy.

when u turned the gas on did the blower start? or di the tech leave the machine in pieces.

So sorry for your aggravation. She should be ready by the spring. Ouch.

Your repair situation is a litany of incompetence and hubris behaviour on behalf of the Sears Goonie Goo Goo service team.    Fortunately for me, I do all of my own small engine work.  My motto is "If I can move it, I can fix it." So, I never see a service tech unless I bring a new machine into a shop for warranty work.  Even then, it would have to be catastrophic failure for me to bring it in.  I don't trust too many places to fix my stuff.  Particularly when I see sixteen year old Timmy in the back looking like he's recovering from a night of hard partying.  Too bad the older tech didn't have more going for himself.  Bad manners and incompetence don't do much to bolster customer confidence.  So, is your machine still apart or did the tech at least re-assemble it before he left?  If so, did it start after you turned the fuel on?

This tech left the machine in pieces.  He was a complete slob!  Good thing I provided a plastic container.  I placed a Shaw's plastic shopping bag over the carburator to keep out micro-dirt and covered the machine with my Classic cover.  Normally I keep the machine stored under cover on an open side porch, but with the fuel line open, I chose to keep it parked away from the house for safety reasons.

I've now seen three Sears technicians and have watched how they work.  Two were confused and couldn't wait to leave for their next service call.  The third guy, the one who ordered the new carburator, was methodical and tried to work his way through the problem.  All three had a bad habit of placing parts on the ground and then searching for the parts when it came time to reassemble.  In addition, all three mentioned how they had an extremely busy schedule and hoped they could see all of their customers.  These guys are overloaded and don't have the time to check their work.

Today's tech (the slob) obviously was happy to leave so he could move on to the next repair call to keep the pressure off from his management.  Their job is hit or miss.

Like the others have mentioned the problems you describe are usually due to carb issues, looks like the tech who replaced the carb turned the fuel valve off before leaving and as a result  the machine quickly got fuel starved when you ran it.  At that point the problem was probably fixed so I hope the slob didn't mess up the new carb. No idea what the recall tech did initially so it's hard to tell if it's him who ruined it or if contamination during storage is the culprit.

NHsnowman wrote:
You likely have a clogged jet, time to clean that carb.

Gelid wrote:

The tech who replaced the carb the other day (the good tech) shut everything down properly which included shutting off the fuel valve.  After he left, I turned on the fuel valve as part of my start-up checklist and did everything according to the book.  I treated it just as I would have with my former airplane.....all by the book.  Keeps one out of trouble.  As I explained before, the engine ran for a very short time, a minute or less, and then it stopped and would not start again (not even a pop).

I firmly believe the problem is fuel starvation and/or not getting fuel into the engine.  I also believe the carburator and the techs are the problems.  There is no ice, no bad or old gas, no water in the gas (previous tech drained small drops of water), and no gas cap problem.  I also believe if I had the "good tech" visit today, the machine would either be running or he would have ordered another replacement part and it would run another day.  The "good tech" said he grew up with small engine repair helping his father and he enjoys the work and the challenges it offers.  I hope he returns.

Snowbound wrote:

After the above visit, I called Sears and described the problem with the tech.  I asked them NOT to send this guy again.  They agreed and would see that he would not be back.  The next day I called Sears again to verify if there was a "stop" placed on this bad tech and they said yes, there was.  I had this tech's employee number and it agreed with my Sears service record file according to their "help desk".

Today, January 18, guess who showed up?  The same tech who screwed up!  He rolled down his window and I told him he shouldn't be here.  "Oh, did you get it started?" he asked.  I said no, reminded him my machine was under warranty therefore I'm not going to tinker with it, and that he forgot to turn on the fuel valve when he told me there was ice in the fuel line, and I also mentioned the sloppy parts mess he left behind.  I told him because of this, I had called Sears and asked that he not go near my machine.  I told him "I don't want you here", then turned and walked away. 

When I called Sears again, they were sympathetic and the help desk guy was getting pretty angry about the whole episode.  He kept apologizing and hoped I would have a better day and a wished me a good and peaceful weekend.  (actually he was getting more pi**ed-off by the minute)  The next step is another appointment and he expressly requested the "good tech" to work on my machine.

I've now had FOUR visits by Sears field service snowblower technicians in sixteen days!  If the next visit (visit number six) requires a new part to be ordered, then another visit (number seven) will be required to install the part.

 Stay tuned!

Snowbound- You have the patience of a Saint!

I would request the supervisor in charge to authorize an exchange machine and have it delivered ASAP. They have had ample opportunity to make repairs and it is obvious they ruined the unit when doing the recall. I am sure that a competent tech could repair the unit but it is obvious they can't provide competent service.

Marc

mml4 wrote:

Thanks for the compliment Marc, however, being retired helps. . . sort-of.  If I were working, this would require taking time off for every technician visit and that would mean a loss of personal income bigtime.  I worked as a free-lance consultant and charged according to real-time while on the job at the customer's location.  No work - no pay. 

At this moment in my life over age sixty, shoveling snow can be deadly and that's why I bought the machine.  Getting snowed under with a sparkling new snowblower that doesn't work and is parked outside is a real pisser!  I refuse to shovel snow (my health is good by the way).  I am getting shoveled out by a younger person, however.

Had an interesting conversation today with a Sears help-desk person and they are taking action.  I can't go into details now because this is too public.  However, I'll try to keep this thread updated so that all who are reading will learn from my experience.  The next tech visit is this coming Friday, January 28.  This is a total of five full days in January I've had to stay home to accomodate Sears 8 am to 5 pm appointment system.  For those who don't know, Sears tells you that the tech will arrive between the hours of 8 am and 5 pm on the appointed day.  You're stuck at home. 

According to my original sales literature when I bought this machine, replacement was also offered as a feature.  It says, "If we can't fix it, we'll replace it with coverage up to $1,500.  No hassles -- you deal directly with Sears, not the manufacturer."