@homebase_help Brand new petrol lawnmower

[Lilythepink]

I purchased a mccullouch lawnmower a few weeks ago, but we have tried to find out what we are doing wrong, as the petrol is in it, and the oil, we can't transport it back to the shop.

Its the starter cord, we can't get it out of the lawnmower, it only comes so far and then sticks, there is no way that it is coming out.

What are my rights, and how can I get it back to the shop?

 

Anyone have difficulties like this?

[renegadeimp]

Have you used it before? You could use SOGA and tell them to come and pick it up as it is a defective product and it is unsafe for you to transport it yourself.

[Lilythepink]

No we haven't even got it started, because there is no starter cord.

[renegadeimp]

Then SOGA covers you 100%.

[Lilythepink]

Have asked Homebase to come and collect it, and I have been told that I have to return it myself to the store, drain it of petrol/oil. They say because I collected it that day I had transport, but I don't know how to drain the petrol, and if I damaged it, they wouldn't take it back.

Customer service is ridiculous, they will not collect it, even though in their terms and conditions, they state even if you change your mind you can return it. I don't see the difference, it is a faulty item, and they need to take it back.

[renegadeimp]

Theyre wrong. They can come and collect it at THEIR own expense. All you have to do is make it available for them to collect.

[Lilythepink]

They have now asked can I not get a neighbour to bring it over to the shop.......it says on their website in delivery and returns section that they will arrange a free collection......

The mind boggles.....

[Lilythepink]

Still haven't got anywhere with Homebase, they are now saying to ring the manufacturers to help us, but I want a total refund, as I wouldn't want to go through all this again. They are a useless bunch of idiots. It took two men to put it into my sister's car, and they could hardly manage it, how are we going to do it with petrol in it.

[renegadeimp]

I think you should get a letter direct to the store manager or CEO of the company, and consider trading standards.

[Lilythepink]

I have the name of the CEO but was waiting for a reply from the Consumer Council, but as you have advised, I will email him today, as I am fed up with the people who don't realise the basic rules of retail.

[renegadeimp]

IMHO its not a company policy. It is more likely lazy, uneducated idiots who work in that particular store.

[Lilythepink]

No matter where you go nowadays, nobody knows the law, and if it wasn't for this site, and my curiosity I would have lost an awful lot of money.

[Lilythepink]

Emailed the CEO, as this morning they suggested that I ring the manufacturer. I told them it is the retailer that you goods are returned to, not the manufacturer.

 

Told him to get this lawnmower collected in the next seven days. IMHO you are right about customer service.

[ashmk]

Are you holding the throttle handle in on the handle bars when pulling the cord?

[Lilythepink]

The cord wont come out of the casing that it is in, more than six inches.

[ashmk]

Ok, mine does the same thing. Hold the throttle bar and the cord is then released. Was just a thought.

[Lilythepink]

We have tried that, but it just does not work.