Some of you may remember from my various posts, I have a Mantis tiller and am very impressed with the quality of the machine and how well it performs the work it was designed to do. I also have the border/edger attachment (came with the machine), aerator and dethatcher attachments, and kickstand. Overall, I only had two (very) minor complaints, the throttle trigger comes off the back of the right handlebar, requiring you to use your pinkie to move it (not a big deal, but just doesn’t feel as natural as an index finger trigger), and the fact that the machine vibrates a lot.
Well, I recently read that they had redesigned the handlebars for this year giving the new Mantis an “index finger trigger”, and larger handgrips which may help reduce the amount of vibration passed on to the operator. I figured I’d give them a call to see if the new handlebars would fit my (approximately one year old) machine and if so, how much they would cost. I called and spoke to customer service who said I needed to speak to technical service. Customer service transferred me.
I mentioned to the technical service representative what I was looking for and since I bought the machine directly from the factory, he located my account (last name, zip code) and asked me to hold on for a minute. When he returned, he told me that a new set of upper handlebars would be sent out that day (the lower part of the handlebars were unchanged), no charge, and when I replaced them, I should put the old ones in the box and they would have UPS pick them up. He did mention that the throttle cable connects to the carburetor in a different manner than the one I had and that it could be confusing. “If you have any trouble” he said, “just give us a call.”
That was last Wednesday…the package came Friday, two days after the phone call.
Friday night I was going to install the new upper handlebars and found that yes, the new throttle cable attachment is different and confusing and unfortunately, it was late and the Mantis phones were no longer open so I went online and found the new Mantis Owner’s manual and downloaded it. In the manual was a picture showing the new throttle cable connection but when I went to install it, found a screw and washer is missing so it couldn’t be properly secured. Also and the new left upper handlebar was really another right upper handlebar with a plain handgrip instead of the throttle handgrip. Unfortunately, it won’t fit properly on the left side (unless I installed it upside-down) and the handgrips between the old and new handlebar sections were not interchangeable (they are of different length).
I called Mantis back this morning and told them about the missing screw and washer and improper handlebar. Within two minutes they told me they would have a new set on the way today and to just put the old set in the box with the original handlebars for UPS to pick up (I don’t even have to address the box as they will have UPS show up with a shipping label).
There is no better feeling than dealing with a company who not only produces a quality product but clearly takes pride in the quality of service they provide their customers as well. Not only does Mantis provide an excellent product, but top-notch service and support as well.
Finally, just as I would be happy to tell anyone who would listen when I have a poor customer experience, I will “tell the world” of exceptional service as well. So I’m telling my story and work and it turns out that when my secretary worked for the Burpee Seed Company a few years ago, she worked with another woman who recently left Burpee to become the head of Customer Service for Mantis. I told her to let her friend know what a wonderful job Mantis is doing and that they have a loyal customer in me.
LL
This message was modified Jun 6, 2005 by lland
2001 Toro 20023 Personal Pace
2002 John Deere Trimmer/Edger/Blower
2003 Craftsman DYT 4000 - 25HP/48" w/bagger
2003 Toro 826LE Snowblower
2004 Mantis Tiller/Dethatcher/Aerator/Edger
2005 Husqvarna 145BT Backpack Blower
Rubbermaid 10CF Trailer
Craftsman 40" Plug Aerator
