I have a large garden, much of it on steep ground, and have had a Countax ride-on mower for years.
Last year I became concerned about safety after a neighbour was killed turning her mower over on a slope. My local dealers recommended a new Countax four-wheel drive with chevron tyres. I bought one, paying more than £5,000.
Within days of taking possession, the mower broke down in clouds of acrid smoke. The dealer took it away and fixed it. On its return the same thing happened again. This time I complained to Countax, which assured me the problem was fixed. Because of these assurances I turned down its offer of a replacement machine.
When I resumed mowing again this spring, everything was initially fine – until it broke down yet again. This time I insisted on a replacement. It took weeks to be delivered. Three times I spoke to Countax to make sure the machine had chevron tyres; when it was finally delivered it had the wrong tyres.
Countax told me it would get the correct machine to me at once. Finally it arrived in July. It looked good, felt safe and cut well. After an hour or so, however, I was facing up a grassy slope when it stopped and began to move backwards at increasing speed.
I frantically tried the foot pedals but they were entirely ineffective. Behind me was a fence, immediately beyond which is a stream in a deep ravine. Fortunately, by using the parking brake, I managed to stop short of the fence.
The dealer came the next day and said the problem was that the oil had leaked from the transmission.
Countax confirmed this was due to a manufacturing error. I have told them that I want my money back plus some further compensation. Since then, I have spoken to four different representatives, the last one a director – and even an American attorney for the parent company in Wisconsin. All have made promises but then failed to get back to me. I now feel they are fobbing me off. AJ, Combe Martin, Devon
We don’t get many complaints about ride-on mowers, and this turned in to a rather heated dispute. Ultimately, you paid more than £5,000 for a mower that has kept failing – in the last case, rather seriously – and you were more than fair in giving Countax and its US parent firm, Ariens, the chance to rectify the matter.
Following our intervention the company stopped “fobbing you off” and has paid you a full refund, plus, we understand, some compensation – although we don’t know any details as the firm insisted it remains confidential.
It told us it “greatly regretted” that you were not satisfied with the purchase, but said it had, at every turn, offered a replacement mower. Of the last failure, it said this was the only such example of its type identified by the firm in the 11 years that this particular transmission has been used.
“Ariens always sees safety as a top priority, and from AJ’s description we felt this may not be the right application for this mower, particularly given that the operator’s manual warns against slope use and specifically warns not to mow slopes in excess of 15°. We are in the process of updating all lawnmower owner’s manuals to stress even further the importance of safe working conditions and practices for our products.”
You are just happy the matter has been resolved. Does anyone else have an experience of Countax mowers to share – good or bad? Email the usual address.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
