Big attaboy to Sears and B&S!

[Lost1]

The 18.5hp Briggs & Stratton Intek Plus engine on our 2-year old Craftsman lawn tractor got to where it would smoke when under load. Two days before the 2-year warranty ran out I called Sears' repair service. I figured I'd have to take it in to the store to be looked at and they'd try to worm out of fixing it, but they said not to worry about it and they'd send someone to the house to check it out.
About a week later they sent a tech out to the house and he checked it over- turned out to be the head gasket was blown. The tech ordered the new parts & said they'd be delivered in about a week & he'd be back to fix the mower. (I asked him if blown head gaskets were a frequent problem with these engines, and he said it was very rare.)
So, about a week later he shows up to fix it. But instead of just putting a new head gasket on he replaced the entire cylinder head (including intake & exhaust valves & springs,) a new, redesigned exhaust pipe & muffler, tuned it up, adjusted the carb, put in a new air filter, changed the oil, greased the chassis, and even cleaned the underside of the deck & put on new blades.
All this was done under the basic Sears and Briggs & Stratton warranties that come on the mower. So I got a whole new top end, tune up, blades, and annual service for nothing- just before the warranty expired. And they came to my house to do it.
Man- if all companies provided this kinda after-sale support the world would be a better place.
Kudos to Sears and Briggs & Stratton!

 

[Jett Rink]

That's impressive.

Here's an idea. Now if they would sell a B&S automobile, and offer that kind of service, that would be something else. If gas got expensive enough, maybe they could make some kind of faster vehicle that you could take on the road (and mow the yard with). Think big, B&S...think BIG, I tell you.

Signed,
Jett Rink, wildcatter.

 

[XS650]

Originally Posted By: Jett Rink
That's impressive.

Here's an idea. Now if they would sell a B&S automobile, and offer that kind of service, that would be something else.


If B&S made an automobile you would need that kind of service.

 

[tom slick]

If B&S made an automobile it would be 1950 willy's jeepster.

 

[XS650]

Originally Posted By: tom slick
If B&S made an automobile it would be 1950 willy's jeepster.


More like this . The sleek styling of a Jeepster only smaller.

 

[JTK]

Originally Posted By: Lost1
...instead of just putting a new head gasket on he replaced the entire cylinder head (including intake & exhaust valves & springs,) a new, redesigned exhaust pipe & muffler, tuned it up, adjusted the carb, put in a new air filter, changed the oil, greased the chassis, and even cleaned the underside of the deck & put on new blades.


Wow! Good for you. Sears definitely went over the top for you. Unusual to say the least- for any service call from any company. If he wanted to toss in a vigorous massage for the owner, I would have bolted for sure.

Joel

 

[TNpowerstroke]

I would be curious to see if it is Briggs or Sears paying for this. I have a Troy Bilt tiller with a one of the Briggs Intek motors on and I have been nothing but impressed. This motor started the first time I pulled the rope starter and has started the first pull everytime I have used it for 3 years.

 

[Lost1]

Originally Posted By: XS650
Originally Posted By: Jett Rink
That's impressive.

Here's an idea. Now if they would sell a B&S automobile, and offer that kind of service, that would be something else.


If B&S made an automobile you would need that kind of service.

Why?

This was the first time in 35 years I've had a problem with a B&S that wasn't caused by operator error, neglect, or old age.
I'd buy a car with a B&S engine in a heartbeat...

 

[Lost1]

Originally Posted By: TNpowerstroke
I would be curious to see if it is Briggs or Sears paying for this. I have a Troy Bilt tiller with a one of the Briggs Intek motors on and I have been nothing but impressed. This motor started the first time I pulled the rope starter and has started the first pull everytime I have used it for 3 years.

I have a B&S Intek on my Craftsman tiller and like you I'm impressed. It runs smooth and always starts on the first pull.

I have a cheapo Murray push mower with a plain ol' B&S "Classic" engine. Same as the Intek- runs like a sewing machine and always starts on the first pull.

Change the oil once a year, throw in a new plug and air filter every other year or three, and they'll run forever...

 

[kargo27]

I have a B&S 3.5 hp engine on my MTD edger...which I bought used and is about 4 yrs old.

Some sort of breather line that attaches to the engine lost a rubber fitting who knows how long ago. I think I may have knocked it off when I swept it with the broom after using it. Anyway it was allowing dirt/dust straight into the butterfly valve on the carb and into the engine.

Consequently the engine, which normally ran perfectly, began to sputter and wouldn't run unless it was half-choked. When I noticed that the rubber fitting was missing I ordered it online and it came in today.

I put it back on (also ordered a new aluminum breather hose as well as the other rubber fitting which attaches to the carb) and put those on.

I started it, added some Seafoam directly into the carb throat and it cleaned out whatever was causing the sputter. It now runs as great as it did when I first got it. I'll do an oil change even though this oil only has about 30 minutes run time on it.

I love B&S engines. I know Honda is very popular but there's something about the nostalgia and the reliabilty of these engines.

 

[jsharp]

So Briggs and Sears fixed something on warranty after it failed within the warranty period. I'm not sure why they should get any compliments for that.

How many hours on that 2 year old engine? 100 maybe? Maybe some people are satisfied with that kind of reliability. I'm not. A head gasket should last a lot longer than a couple of years.

Myself, I'd be wondering why it failed so soon and also wondering how much it was going to cost me if it failed agian a couple of years down the road when it was no longer under warranty. Maybe the all new head will eliminate that possibility.

I have a feeling they replaced the whole head not because they were such a swell bunch of fellas, but for exactly that reason...

 

[Lost1]

"So Briggs and Sears fixed something on warranty after it failed within the warranty period. I'm not sure why they should get any compliments for that."
I thought they should- which is why I started the thread. It wasn't that they simply fixed something under warranty, it was that they went over & above the needed repair, and threw in a lot of extras at no cost in an effort to make it right and make me happy.


"How many hours on that 2 year old engine? 100 maybe? Maybe some people are satisfied with that kind of reliability. I'm not. A head gasket should last a lot longer than a couple of years."
213 hours- I use it year-round.
I agree a head gasket should last longer than that, but in the real world things break, and I felt the company(s) did an excellent job of taking care of the issue.


"Myself, I'd be wondering why it failed so soon and also wondering how much it was going to cost me if it failed agian a couple of years down the road when it was no longer under warranty. Maybe the all new head will eliminate that possibility."
If you read my first post, I asked the mechanic if blown head gaskets were a common problem with this engine. He said it was very rare, so I'm not overly worried. Even if it does happen again, as a mechanic of 30+ years I think I can handle the repair myself.


"I have a feeling they replaced the whole head not because they were such a swell bunch of fellas, but for exactly that reason..."
Think what you want- but they could've gotten away with just replacing the head gasket, called it good, and said tough tit if it failed again down the road. But instead they opted to replace the whole top end and throw in a new air filter, oil & filter change, tune up, carb adjustment, and installation of brand new blades- all at no cost. Maybe I'm missing something but that pretty much qualifies them as "swell guys" in my book...

 

[JTK]

You did good Lost1. That Sears guy likely had a light schedule that day and no doubt Sears absorbed the majority, if not all of the cost. It's that kind of service that would keep you going back to Sears. Exactly what the company needs.

Joel