That sucks.

 

(post deleted)

A 2014 new from the box ARIENS that runs for 5 min and dies, runs for 5 min and dies….

I think the lesson here is DON"T BUY AN ARIENS.

 

I agree, it sucks. However, you're free not to pay it either and take your business elsewhere.

Think of it this way, you're still up $170.00 and free to take it to another dealer the next time.

 

That's kind of makes sense now? Home Depot offered me the chance to fix under warranty all the snow blowers I can handle last week. Looked like they had at least three brand names on display. Dealers here must be doing the same.

 

If you purchase your Ariens from homedepot.com via telephone (NOT from a Home Depot store), it can be shipped to a dealer for assembly, delivery to you and they demo operation. No extra charge. BUT confirm with Ariens that you are in an area where their "White Glove Service" is available. Don't ask HD, they don't know.

 

Well folks I can tell you first hand buying from the authorized dealer may not provide the best service. The $30 is cheep if the service a good, as in they know what they are doing and use experienced Ariens trained people. But, that is not always the case.

I always chuckle when a company professes they have no control over their vendors. If I had purchased my machine at Home Depot and my dealer told me I had to pay a fee to get warranty service I would throw the problem back in Ariens lap. I would tell them to honor the warranty and pay the fee since they have no control over the dealer. After all there is no disclaimer from Ariens that some dealers might impose a fee for warranty service if they bought the machine elsewhere. Furthermore if I could not get the service resolved through Ariens (It is their warranty) I would get on the horn to my credit card company and let them handle the whole thing.

Oh yeah, I'd have a big problem over something like that.

 

Just my own experience here...I purchased from Home Depot online, which resulted in the blower actually being delivered by my closest Arien's authorized dealer. First blower arrived with multiple issues, shredded belt, bent housing frame, and misaligned pulleys that had now way to be adjusted. My dealer offered to come and pick up the machine and perform any necessary repairs, completely free of charge considering it was still under manufacturer's warranty.

I can understand that Arien's can't tell an individual dealer "how to run their business", but I don't see how they can allow any authorized service center charge a fee to make a repair under warranty. Would they have waived this fee if you had registered the machine online with Ariens?

 

I did register my blower online with Ariens right after I bought it. Not sure what good that does when I had to re-register with a dealer

I am not ready to give up and is an act of principle more than the money. I was actually stunned that Ariens would allow dealers to charge fees as well and even more stunned of some of the responses I received from Ariens in my chat with them. I will keep you posted as to what happens

 

IMO, the fact you registered it with Ariens online makes the dealers fee to register again totally bogus.
To those who say no big deal you got charged the fee because you didn't buy it there, here's a ? for you. If the new vehicle you just bought needs warranty work done & you brought it to a dealer you didn't buy from, would you be OK with the dealer charging you a fee because you didn't buy from him? I'm pretty sure you'd be singing a different tune then. So why is this any different? Warranty work should be done at any authorized Ariens dealer w/o being charged some bogus fee, irregardless of where it was purchased. That's what a warranty is for, be it a car, blower, whatever.
I'm with you....fight it on principle. You're in the right.

 

My thoughts are Ariens needs to take ownership of a problem when one develops. This is true if it's mechanical issue or a customer perception matter, which is related to customer satisfaction. I define it as how customers generally view or feel about services and products.

When a dealer abuses or otherwise transgresses the authorized dealer agreement morally or legally the company that granted the dealer status must take action. Failure to do so compromises the customer perception of that company. No company wants poor perception, and low satisfaction. But that's exactly what happens.

When jenebo posted this issue here it must have been with a big sigh. He was treated like a second class customer from an Ariens dealer that is supposed to resolve Ariens product problems, and Ariens told him to deal with it. What do you think of his perception of Ariens as company was then? I can't speak for him of course, but I can tell you what I thought. Jenebo's experience reinforced my perceptions of Ariens relationships with it's dealers. Others that have issues
like Jenbos as well as mine will add to the snowball further tarnishing Ariens good name.

 

My thoughts are Ariens needs to take ownership of a problem when one develops. This is true if it's mechanical issue or a customer perception matter, which is related to customer satisfaction. I define it as how customers generally view or feel about services and products.

When a dealer abuses or otherwise transgresses the authorized dealer agreement morally or legally the company that granted the dealer status must take action. Failure to do so compromises the customer perception of that company. No company wants poor perception, and low satisfaction. But that's exactly what happens.

When jenebo posted this issue here it must have been with a big sigh. He was treated like a second class customer from an Ariens dealer that is supposed to resolve Ariens product problems, and Ariens told him to deal with it. What do you think of his perception of Ariens as company was then? I can't speak for him of course, but I can tell you what I thought. Jenebo's experience reinforced my perceptions of Ariens relationships with it's dealers. Others that have issues
like Jenbos as well as mine will add to the snowball further tarnishing Ariens good name.

Spot on.

 

If it was registered already, then you should not have to pay a registration fee. If it is still under warranty, then the dealer should perform the warranty service.
I don't understand this at all.
Is there some strange clause in the warranty that allows them to do this?
Wish you the best, and hope you continue to fight it.
The money is peanuts, but the principle is huge. JMO.

I just want to add that I am very surprised and disappointed with the response you received from Ariens. Let us know if someone over there wakes up and reimburses you. Very bad business policy on the part of Ariens.

 

If it was registered already, then you should not have to pay a registration fee. If it is still under warranty, then the dealer should perform the warranty service.
I don't understand this at all.
Is there some strange clause in the warranty that allows them to do this?
Wish you the best, and hope you continue to fight it.
The money is peanuts, but the principle is huge. JMO.

I just want to add that I am very surprised and disappointed with the response you received from Ariens. Let us know if someone over there wakes up and reimburses you. Very bad business policy on the part of Ariens.

I'd be surprised if there was anything in the warranty clause that allowed the dealer to do this. It's just a **** poor move by a dealer I'd avoid in the future. And no doubt, not a good initial response from Ariens on the matter. If it were me, I'd definitely keep contacting Ariens, as it's likely a matter of getting through to the right person. But it's unfortunate it has to come to that, when it should have been addressed properly in the first place.
Like you said, very bad business policy on their part.

 

Sorry but I would have walked and would never go back for any reason.

 

There once was a Honda OPE dealer in these parts who was pulling that kind of crap. He is no longer a Honda OPE dealer. Rumour has it that Honda pulled his dealership. I believe it.

 

You should be able to take your machine to any authorized Ariens dealer for warranty repair.

 

When I was looking to buy new before the beginning of last season, I researched and was basically a coin toss between Toro and Ariens. After reading this post I am sooooo glad I got Toro. Also because of this thread I won't be buying any Ariens products in the future. See how Ariens dropped the ball here? I will also tell my friends who are in the market regarding this....hence more future lost sales. Stupid move on Ariens part.
btw I wouldnt let this go until you get resolved either. It isnt the money, as has been said....
Good luck and please keep us updated.

Wayne

 

Wayne,
If your friends decide to buy a Toro over Ariens based on this thread, I'd say that's rather stupid. Enjoy that made in Mexico blower. I'll take an Ariens any day over the new Toros.

 

Wayne,
If your friends decide to buy a Toro over Ariens based on this thread, I'd say that's rather stupid. Enjoy that made in Mexico blower. I'll take an Ariens any day over the new Toros.

To each is own. This isnt a Toro vs Ariens thread....its a thread based on crappy service from Ariens. Based on crappy service I wouldnt care if Ariens put Honda to shame...they simply wouldnt get my business.

Will see how the mexican blower works...so far so good....OLE!!!

 

Although I absolutely agree that the dealer should not have charged $30 for warranty work and that Ariens handled the situation poorly (I would start to contact executives at Ariens personally), I can see why he chose to do so.

From his perspective, the OP, who he had never seen before and had bought his blower from a big box store, walks in to his small business and asks for some warranty work to be done. So, from his perspective, the OP has already shown loyalty to a giant corporation against which he has to "compete" and will probably go back to them because they offer a better price than he could possibly on many items (although the purchase of the snow blower itself could have been the same price).

Then considering the fact that most manufacturers pays a lower labor rate to the dealer for warranty work. And, since the parts come from the manufacturer, the dealership can't earn its usual markup on the cost of parts either, why wouldn't the dealer want to make up some of the cash he lost on the sale, labor, and parts that will go into the repair?

I know that many small dealerships in my area do not accept warranty work on machines bought at any of the big box stores, probably for the reasons I stated above. And, although it was probably a poor choice for the dealer to charge $30 and for Ariens to back him up, at least he took it.

With all of that said, I personally would have paid the $30 fee and had the repair done, and in the future I would have never walked in to that shop again. However, I can understand why he chose to charge me the $30. It's just another example of how small businesses are struggling to compete against all of these big corporations.

 

Smolenski7, I believe you have hit the crux of the matter right in the bittersweet spot. The implications of free trade have been and even still are far reaching for all businesses.

Did Ariens consider the implications to smaller dealers when they put the product in the big box stores? Does any company when fighting for market share? Survival?

I'm not at all sure loyalty enters the picture here. It is simply a matter of a persons right to warranty work as prescribed in warranty paperwork.

Loyalty is something that is cultivated, perhaps satisfaction with the warranty work and the way you are treated would help the dealer steal the business back from the big box store. The small dealer has to work, and yes even compete to earn loyalty.

Wayne 361, You, your friends, and anyone who reads this tread would be at a decided disadvantage if purchasing decisions are made solely on the basis of what is said here. I don't wish to patronize you but I will say this. I know Toro is a fine company and your blower will serve you long and well. I gotta tell you though I also believe Ariens is fine company, with fine blowers. They at times though may not have a handle on things as well as they would like too, so does every other company, including Toro.

 

Did Ariens consider the implications to smaller dealers when they put the product in the big box stores? Does any company when fighting for market share? Survival?

Personally, I was surprised to find out that I can purchase any Ariens at Home Depot or online that I want. That really shows that Ariens wants market share. I assume that they justified this (ironically enough for this thread) to their dealers that they will still make their money on repairs instead of sales. My guess, especially since an Ariens at HD, online, or at the dealership is the same price, is that there is not much of a margin on the sale.

John Deere did it right. They are a major presence at Home Depot and Lowes, however, for those customers who want quality (a real John Deere) s/he has to walk through the doors of a JD Dealer. in that way, the dealer is still separate from the big box stores, JD still maintains their Americana image, and the dealer can make a few bucks on the sale and repair of their product.

Recently, I was disappointed that Snapper has now entered Walmart. Their CEO a number of years ago was applauded for saying no to Walmart. He wanted to maintain a brand image of quality, and being sold at Walmart was not inline with that image. Even the employees of the company agreed. Now, I can go down to my local Walmart and purchase a Snapper push mower. I wouldn't be surprised to see LT's and snow blowers next.

 

@Doc thanks for a great reply....some people go on the attack needlessly and it illustrates their lack of integrity.....so your reply is refreshing to say the least.
It is not a Toro, Ariens, or any brand thread...it is about customer service (or lack of thereof). If Toro pulls this crap guess what? I wont buy Toro or Ariens again....used in a screaming good deal sure...but never new. I have gotten great customer service for other products I own and for that reason I am a loyal consumer. Conversely I have a few companies I wont deal with. Its not "stupid" it is me exercising my right of which company I choose to support or not support with my money that I earn. I understand some are loyal to a fault, some are very forgiving....I am not so much in terms of customer service. I own my own business and customer service is absolutely key, especially in these economic times. Its often a very fine line between whether you keep or lose a customer. As such, Ariens is plugged into this fact....the fact they dont act on this knowledge is what loses customers...bottom line. Maybe I'm a "tough love" consumer....again...thats my right.
I sincerely hope the OP gets this resolved and Ariens steps up and makes things right for the customer...it would be "stupid" for them not to.

Wayne

 

@Doc thanks for a great reply....some people go on the attack needlessly and it illustrates their lack of integrity.....so your reply is refreshing to say the least.

I sincerely hope the OP gets this resolved and Ariens steps up and makes things right for the customer...it would be "stupid" for them not to.

Wayne

I'm assuming you're referring to my remark of stupid, so I'll address it. First of all, it wasn't a personal attack. It was meant exactly the same way your last sentence in your above post was meant. Just as Ariens would be "stupid" to not make things right in this instance, it would be stupid to base a decision on buying a blower based on a single thread you read on the internet. No? Making a stupid decision to do something doesn't necessarily make a person stupid. It's just a poor choice that EVERYONE does at some point in their lives & hopefully we learn from it. Show me a person who says he/she isn't guilty of doing something stupid & I'll show you a liar.
As for your remark about lack of integrity, well, if you want to PRETEND to know me based on a comment I made that you took entirely the wrong way, so be it. I certainly won't lose any sleep over it. Ole.

 

Home Depot online was aggressive with sales to compete with the likes of snowblowersdirect.com.

What caught my eye was the pro28 with free ship and white glove delivery after the local dealer set it up. The kicker was it was the same price as the local dealer and the set up and delivery were free. If that were not enough, you always had the Home Depots 30 day return policy.

I would think that would be true with the Deere and Cub Cadet stuff as well.

 

I wanted to keep this posted updated with the phone conversation that I had with 2 Ariens representatives today. In my last talk with Ariens, they pointed me to the manager of technical services as my next point of contact. I spoke with this gentleman today who again assured me that there is nothing they can do as they do not define business practices of their dealers. I asked him they have to have some sort of contract with the dealers i.e with hourly rates, and he said they do not and the rates can range from $50-$95/hour on shop labor. I told him that I cannot believe that a dealer is able to charge Ariens whatever they want for warranty labor (I called the BS flag in a nice way over this fact), he assured me again that Ariens does not tell dealers how to do business. I brought up the buying a new Ford and bringing it to any Ford dealership other than the one it was purchased at, and he agreed that you can do that with cars. I asked him if he was directly in charge of setting up relations with dealers, and he responded he was not but could put me in contact with the regional Midwest representative, which he did.

I spoke to a lady this time and she was really of no help as I re-explained my situation to her. She iterated the same to me as did others that "Ariens policy does not dictate what a dealer charges or does." I told her that even though its a policy does not make it right. I don't believe she was directly in charge of setting up dealers and she said she would pass my information on to another person who was directly in relations with the authorized dealer that I am having my work done at. I told her that I would speak to whomever can change the policy or make a difference even if that person is the VP or President of Ariens.

I am awaiting the next person to contact me...

 

In my last talk with Ariens, they pointed me to the manager of technical services as my next point of contact.....I asked him if he was directly in charge of setting up relations with dealers, and he responded he was not but could put me in contact with the regional Midwest representative...

Keep going up the chain until you get what you want (and what is right).

I have a quick story to share that is fairly similar. About 7 or 8 years ago I bought my first HDTV and subscribed to Directv. They were just breaking away from TiVO at the time and were selling HD-DVR's complete with their own software. Well, needless to say the service and software was awful, to the point that I wanted all of my money back. To make this quick, the only way this happened was to write a letter to one of their VP's. One night I got a call from that VP apologizing for the problems and offering me a full refund for the faulty box (it was actually more than one) and monthly service.

I am now back with Directv and I love it. However, if I didn't go up that chain of command I would never have gotten back any of my money and I certainly would not be a customer today.

Keep going and keep us informed.

 

Lets take this a step further. Your closest dealer has decided you need to fork over $30.00 for warranty work. Your 2nd closest dealer has heard of this and he in turn decided to institute the same fee. The 3rd closest, etc etc. Perhaps one or more of these decides $35.00 is more fitting because working on your machine means he can't be working on one of his real customers, or whatever other rational he dreams up.

Maybe now you have no dealer within driving range. Or worse still, you have no way to transport your blower.

The Ariens people you spoke with have exposed a flaw in marketing strategy.
They have no or little control of the dealers. That would suggest vendors as well.

 

Very interesting information. Thanks for updating us. Many times we never hear the final outcome of these sort of problems.
Boy, after reading this I am going to do all I can to keep my snow thrower working as long as possible. Buying a "new" snow thrower does not excite me in the least now.
If I knew ahead of time that I might have to pay additional "fees" for obtaining service while under warranty, then I would not purchase that thrower, unless every maker had the same conditions. This fact should be made very clear to a customer in the warranty contract, IMO. Does anyone have a link to the warranty agreement? I have tried but have not been able to get a copy to read. I would like to compare some of these warranty agreements (Honda, Toro, Briggs, Ariens etc..). Guess I have way too much time on my hands

 

Here is warranty link,

http://www.ariens.com/en-us/Documents/2011_Sno_Chore_Warranty_half_eng.pdf

 

I was kept being told that the fee MAY be a diagnostic fee, but wouldn't that be covered under labor? Here is an excerpt from their warranty packet:

"An authorized Ariens dealer (Ariens brand products), Gravely dealer (Gravely brand products), Parker dealer (Parker brand products), or Countax dealer (Countax brand products) will repair any defect in material or workmanship, and repair or replace any defective part, subject to the conditions, limitations and exclusions set forth herein. Such repair or replacement will be free of charge (labor and parts) to the original purchaser except as noted below."

 

What are the conditions "except as noted below" ?