04/06/2026
We are definitely seeing alot more customers coming through with outdoor power equipment they bought online or at tool stores (undoubtedly a sign of the times) and this isn’t an issue or anything we begrudge anyone …providing they understand that should they encounter any issues with that product, they may have difficulty resolving it or it may not be financially worthwhile.
We are encountering frustrated people asking our workshop to resolve the issue for them and liaise with the business they purchased it from as they have had no success.
While we would love to assist people (and we often do), we also need to educate people who may not be aware about what that entails from a small business perspective….
• The profit from the original purchase went to someone else without the overheads we have or with bulk buying & storage power that we don’t have.
• We often don’t stock the brand of product that’s been brought into us - for a reason!
• The time it takes to liaise with the customer is money and time we don’t recoup.
• Trying to liaise with company’s (particularly online stores) takes significant back and forth to negotiate and ensure that should we complete any “warranty” repairs we will be reimbursed adequately for the that.
• Sourcing parts for the equipment is time consuming and extends the lead time = wages and time lost.
• These kinds of repairs are generally slower than a standard repair due to the process and we find we end up taking multiple calls from the customer wanting updates - which again is time and money lost.
• We often wear the brunt of the customers frustration at no fault of our own or our business.
We don’t want to have to turn people away with this kind of issue. We understand there are a number of reasons why people purchase an item and affordability is a huge driving force - especially in our current economic climate.
We really encourage people to consider the pro’s and con’s of purchases and not just look at the price tag!