My letter say it all:
Dear Eis Implement and John Deere Corporate
At the end of 2008 we purchased a John Deer Model E725 snow blower. The second time it was used, the auger collapsed, and I brought it in for repair. I was told that the auger was under warranty, but I would have to pay for the belt. That seemed fair enough at the time, so I paid.
During the 2009/2010 season, ( this year) the auger again collapsed. I paid over $200 for repairs. When I questioned why the auger on a John Deere product would continually collapse, rendering the product useless, I was told "these things sometimes happen". I was not happy, but I paid.
The SAME DAY I picked it up I used it, and again the auger collapsed. I turned around and brought it back to Eis Impliment, where it has been sitting for over SEVEN WEEKS waiting for a part that is supposedly on back order. During three snow storms I have had to pay someone to do snow removal, despite the fact I have a virtually brand new John Deere snow blower. On Monday this week Scott from Eis called to tell me that the part was still on back order, and the equipment would again be unavailable for my use. When I asked why couldn't he take the part from the identical snowblower sitting in your showroom, fix my equipment, and use the back ordered part to replace those taken from the one on the show room floor, I was told "we can't do that".
To make matters worse, it turns out the reason the auger keeps collapsing is that there were no skid shoes put on the unit at time of purchase. This caused the auger to pound itself into the sidewalk, wear a huge groove in the shroud and ruin the cutting blade. This has been verbally admitted by TWO separate persons at Eis (one an owner no less); but when I suggested I should then be refunded the repair costs I have shelled out, I was told that Eis would not have made that mistake, and I must have removed the skid shoes. When I pointed out it was utterly unreasonable to believe that I would get the unit, bring it home, then take off the skid shoes, etc, both Scott and Jim Eis admitted that was extremely unlikely, and not to worry, they would "take care of me".
It would seem that "taking care of me" means
1: Not properly assembling the equipment in the first place
2: charging me for belt, labor, etc DESPITE these parts being ruined by the improper assembly
3: Not noticing the lack of skid shoes until the THIRD time the unit has failed, and then CHARGING ME FOR THE SKID SHOES AND LABOR to install them
4: Having my unit for over SEVEN WEEKS AND COUNTING
5: Informing me I will have to pay for a cutting blade on the unit, since that and the shroud were ruined by the lack of skid shoes. ( the shroud being deemed cosmetic, and not in need of repair.
I have reached saturation point with this situation. It was my belief that John Deere products are worth the cost, because they are, I thought, high quality, American made, and have knowledgeable, skilled people standing behind them. NONE of these have proven to be true.
At this point, I fully intend to sell the unit, ( if I ever actually get it back), and NEVER again will I purchase a John Deere product, nor will I patronize Eis Implement. Not only have I paid $1200 for a machine I have not been able to make use of, I have also shelled out over a third of that price in repairs, ALL OF WHICH WERE THE DIRECT RESULT OF THE UNIT BEING IMPROPERLY ASSEMBLED IN THE FIRST PLACE, not to mention having to pay someone to do what I bought the unit to do in the first place! I cannot express the degree of frustration, disappointment and, at this point, disgust and anger I feel towards John Deere and Eis Implement.
I am sending a copy of this email to John Deere Corporate, as well as posting it on Facebook, as well as as many consumer protection and review sites on the Web as I can locate so that others can learn from my experiences.