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A few weeks ago I bought a new Limited from Lowes, absolutely love it. It now has 3.4 hours and I finally had a day without rain, so I got busy.

Suddenly I hear a loud rattling on the deck and I could see sparks, so back to the shed. The photo shows what I found.



I sent a question on service to Hustler but no answer. I am not that interested in hauling it to the nearest dealer, it is a long way. So right now I may just take it back and go with a JD, dealer support is in my county. So I guess this may be hello and goodbye! We will see what the weekend holds. By the way I took the pulley off and the spindle is stripped too. Sad thing is I love the machine.

So...did you have a question?

No, just sharing random thoughts. If I replace the spindle and pulley it is pretty straight-forward. Just not sure if we want to do that or not.

Was the belt guard in place ?? you can always TRY for warranty ......

Did that stick get wedged between the belt and pulley?

Cover was in place, not sure if the stick had anything to do with it.

Warranty may not be an issue as the nearest dealer is a few counties over. I want to fix it, wife wants it returned. Maybe tomorrow I will get my thoughts together. Not complaining, just sharing. Thanks for listening!

Well it is an assembly defect.
Either the nut was not tight or the spacers was missing from under it.
A problem with buying from big boxes

Wow!...that's sad. Sorry to hear about what you encountered with your new mower. That should have never happened.

But with that being stated, whether purchased from big brand box store or authorized dealership, still that could happen to anyone, at anytime, purchased from any place. Because bottom line, if it's going to happen, then it's gonna happen, regardless.

Yea, I know all about the "extra detail" given to a mower before purchasing it, if from a authorized dealership, etc. but really that doesn't fly. Because I've heard/read stories where individuals have purchased their mower directly from an authorized dealership and still encountered problems, even basic simple problems, with their mowers when they first started to use it. Problems that should have been caught, checked and corrected by the dealership prior to selling it and didn't.

Examples, one was that the mower didn't even have oil...another was the mower was missing a spark plug.....and another was that the tires weren't even inflated, they were flat...and these mowers were purchased straight from an authorized dealership. Of course those mowers were not Hustler, they were different brands but still purchased straight from a dealership.

So really that's just a phrase, IMO.

Still though, even after experiencing that, I wouldn't even mess with it. I'd just take it back even if an authorized sales & service place was a couple of counties away.

But that's just me.

It isn't that there aren't problems with mowers purchased a local dealership. It's how the dealership handles the problems when they happen.

Let me tell you about my experience with a new motorcycle that I didn't buy locally.

Within the first 100 miles, the alternator went out. The first Honda dealership I took it to gave me a six month estimate to repair. They said, "Our customers are given priority." The second dealer told me basically the same thing. The third took it in and fixed it in about a week. I guess their shop wasn't busy.

I saved about $200 by buying at a far-away dealer. I'll never make that mistake again.

Except that bought from a dealer i the predelivery they fire up the deck.
The loose pulley should have been obvious and been corrected before it left the dock.
Lowes predelivery consists of checking that the item is the one listed on the invoice any your payment cleared.

bertsmobile1 said:

Except that bought from a dealer i the predelivery they fire up the deck.
The loose pulley should have been obvious and been corrected before it left the dock.
Lowes predelivery consists of checking that the item is the one listed on the invoice any your payment cleared.

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No, not necessarily true.

When I first made my decision to purchase my Hustler Raptor Flip Up, I called "several Hustler Authorized Sales & Service Dealerships" and none, that's right none came close to the offers that Lowe's gave me.

First off, when I asked each dealership if they offered any type of Military Discount they just flatly refused, and just said "NO"! I was told that it was a Hustler ZT mower and that it was a "high demand & sought after ZT mower" (I said to myself yea sure ok whatever).

I recall one salesman was even kinda asking (insulting) me if I knew exactly what I was asking and looking for in a ZT mower?!....my response to him was...."well of course I do. Tell you what sir, I'm not deciding on whether I want a ZT mower or if I'm going to buy a Hustler ZT. I'm going to buy a Hustler Raptor Flip Up just not from this place!"..and left.

That fool of a salesman, for being such a dick of an idiot, with an attitude like that, he lost a customer (and maybe others as well).

Second, when I asked each dealership if they could deliver, 4 out of 7 said "NO"!...each told me that if I wanted to purchase it that I would have to pick it up there at their store. The other 3 dealerships said sure, no problem but for a whopping cost $$$$! Heck for what they were charging me to deliver it I could have purchased a small push mower! Now I wasn't looking for a free delivery mind you but still wasn't looking to get f*#ked over either on just delivery!

My final option was Lowe's. Which at first I must admit that I didn't even consider until I happen upon their advertisement of Hustler mowers online. Now, back then at the time, Hustler had just come out with the Raptor Flip Up. The Flip Up feature is what sold me on my decision to purchase a Hustler.

Again, back then at that time at Lowe's, to purchase a Hustler Raptor Flip Up was to either go to the store, first pay for it and they would have to order it for you and then it could be delivered to store for pickup or delivered to your house. The other method was to call and purchase it online. Lowe's had some Hustler ZT mowers on display, etc. and in stock but not the Raptor Flip Up. Again, both ways offered the customer to either pick it up at the store or have it delivered "FREE" to your home.

So I chose to purchase it online, plus another big factor was that they gave me a generous "Military Discount" off the price of the mower no questions asked and also they would have it delivered to my house for FREE!

Now when the time came for delivery (I was notified of delivery first my email then again by a phone call) they called a couple of hours before and explained to me what they at first needed to do to the mower, checks, etc. then they would call me again, 30 min's before actual delivery to my home.

They pulled up, rolled it out on to the delivery trucks ramp, lowered it then rolled it out to me in my garage. Handed me all the paper work,keys, manuals, etc. associated with my mower, explained to me exactly what was previously done to my mower once they first had it delivered to their stores depot receiving dock, checked and inspected the mower, etc. back at their receiving depot at the store, asked if I had any questions (which I did) they answered them, asked it "we were all good" after I acknowledged that everything was fine and that I could take it from here, shook hands then they left.

I've had my mower every since.

I'll go with Bert on this.

#1, your experience is not typical.

#2, Some manufacturers have items that are built to the Big Box Store specs and they also have items that are built to their own specifications. Some. Not all. Hustler may not be a big enough company to do this; others are.

#3, Usually when a manufacturer decides to let a Big Box Store market their product, that is the kiss of death, quality-wise.

#4, Where are you going to get it worked on, at that dealer you insulted?

I only buy from servicing dealers for good reason. I needed a new drive belt for my vac unit on my Bob-Cat this week. I'm extremely busy trying to get my spring cleanups and mowing done and not having done it before on this machine I opted to have the dealer change it for me. They immediately had a mechanic go out to my trailer, pull the unit, replace the belt and reinstall the unit on my machine while I browsed their inventory. Yeah, they charged me $31.50 labor but I was back up and running in under a half hour. Priceless to me.

Try getting that level of service from a big box store.

Mr. Mower said:

I recall one salesman was even kinda asking (insulting) me if I knew exactly what I was asking and looking for in a ZT mower?!....my response to him was...."well of course I do. Tell you what sir, I'm not deciding on whether I want a ZT mower or if I'm going to buy a Hustler ZT. I'm going to buy a Hustler Raptor Flip Up just not from this place!"..and left.

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Seems to me like a pretty reasonable thing for the salesman to ask. I don't see how that's insulting. Seems like a salesman trying to determine the needs and wants of a potential customer to try to match them with the best equipment for them.

They pulled up, rolled it out on to the delivery trucks ramp, lowered it then rolled it out to me in my garage. Handed me all the paper work,keys, manuals, etc. associated with my mower, explained to me exactly what was previously done to my mower once they first had it delivered to their stores depot receiving dock, checked and inspected the mower, etc. back at their receiving depot at the store, asked if I had any questions (which I did) they answered them, asked it "we were all good" after I acknowledged that everything was fine and that I could take it from here, shook hands then they left.

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No 1 sales technique of shonks,
Exagerate to the point of lieing how much you have gone out of your way on behalf of the customer.
If the mower had been checked then the loose / bad pulley would have been found out. Pulleys and blades get tighter when they are used, not go loose.

In most cases the delivery driver is a contractor because that protects the store from any liability for the actions of the driver and of course they don't have to pay wages for a driver when they have nothing to deliver.
I had been in transport for decades and know how these things work.

Better than average chance the driver was playing you like a violin in order to extract a tip.

If you take the effort to go to the despatch area of the shop you would have seen that there is no space to do anything other than shuffle boxes.

Down here property rentals are massive so most big boxes have the smallest showroom they can and there is no stock held there other than carry out items like kettles & fan heaters and then they only hod a couple of days supply.
The big stuff is at a distribution center ( run a few of them as well ) where your order is processed, the product picked and then made into a run for the contract carrier.
in many cases, a big box that uses an outside warehouse will pay the contract drivers to put company advertising on their trucks to make it look like it was a Lowes ( etc ) driver that delivered your mower.
Some times the big box runs the warehouse, some times they just contract space in the warehouse. In all cases it works out about 1/3 the cost of having a truck & delivery team at a showroom.

Big box stores push factories for massive discounts then pass a small proportion of the factory discount to you while making 2 to 3 times the profit of the dealers.
In most cases they also get a substantially better finance deal so they don't pay the factory till 30 to 90 days after the mower is sold.
Thus they can afford to give to a pretend military discount and pensioners a pretend pensioner discount and charaties a pretend charity discount and police a pretend discount and school teachers a pretend discount and firemen a pretend discount, in fact almost any profession a discount, cause it makes you feel special and there fore more likely to go back & buy more from them.
So it is a chintzy marketing technique, not a mark of respect for your services to the nation. And it looks like the played you like a nice big fish.

There are may cases where a big box is selling products to the public for a price that is less than the factories "wholesale" to dealers. Down here they factory cops massive fines for doing this.
Customers then get cranky with the dealer assuming they are making $ 1500 profit and being stingy when in fact the dealer is only making $ 200 because they are paying $ 2000 more for the mower than the big box store. The customer then becomes agressive and usually storms out thinking they are being ripped off.

Now I have no idea why you got such a bad response from all of the dealers.

However the NICE people at Lowes have your money and you have a mower that does not cut grass and will have to pay money to get it back to some one to have it repaired.
Lowes are not going to fix it for you and at this time of year most dealers will leave the mower sitting in their yard for a month before they even look at it, then it willtake another 2 to 3 weeks for processing through the warranty system then another week to be fixed then you will have to pay to get it back.

Now how much was that discount ?

Well, it has been a few days and I think I will just order the parts. Spindle is stripped at the top and of course the pulley. I almost never benefit from a warranty, by the time you jump through all the hoops it would be as easy to DIY. Engines and transmissions are the exceptions of course. Anyway, the mower is here, wife and I are calmed down and life is too short to worry about little problems.

Thanks for everyone's thoughts and ideas- you all make a great team!

cpurvis said:

I'll go with Bert on this.

#4, Where are you going to get it worked on, at that dealer you insulted?

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A dealership with a salesman with an attitude toward like what I described, at that dealership, no way would I even consider taking my mower to that specific dealership for anything, not even for parts.

They can do without my business and I definitely don't need them for mine.

But you are forgetting that, that specific dealership is not the only one around, there are several others that I can take it to, which I already have, to have my Hustler serviced under "warranty".

As for me insulting the dealership...well that salesman quickly changed his attitude only when I inquired about a Military Discount. Then he at first insulted me with his condescending remarks and I did not appreciate it. That's why I responded the way I did. So if you consider that "insulting the dealership" hey that's up you.

Hey look I completely understand that not every customer, whether big box store or dealership, is going to get the same exact type of service but still I just laid out my experience with a big box store and it was fine.

So agree, disagree, to me doesn't really matter.

bertsmobile1 said:

Now I have no idea why you got such a bad response from all of the dealers.

However the NICE people at Lowes have your money and you have a mower that does not cut grass and will have to pay money to get it back to some one to have it repaired.

Lowes are not going to fix it for you and at this time of year most dealers will leave the mower sitting in their yard for a month before they even look at it, then it willtake another 2 to 3 weeks for processing through the warranty system then another week to be fixed then you will have to pay to get it back.

Now how much was that discount ?

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As for why the bad response from all the dealers....I never said I received a bad response from all the dealers. I said that they told just flat out told me No for a discount or delivery.

Only one dealer was a bad experience, again only one.

And yes your are right about the "nice people at Lowe's having my money" because of course, that's where I purchased my mower at and they, Lowe's, offered me a Military Discount as well as the best price along with free delivery, so of course I gave those nice people my money and business.

I'm not stupid. Of course I know that Lowe's is not going to fix or repair my Hustler mower. I wouldn't even think of calling Lowe's for that.

That is what an authorized sales & service dealership is for, to repair Hustler mowers, especially Hustler mowers under warranty. Read your owners manual it states that in print.

If ever I do need my mower serviced, repaired, etc. by a Hustler authorized sales and service dealer, all I have to do is call one to set it up. No problem.

As for discount, well as I said before, those nice people at Lowe's were very generous and gave me a 20% Military Discount off the listed price, which I was very surprised and pleased with. But really what was important is that they offered me one and that's all.

But over all from reading your response, I think you need to go back, read and comprehend exactly what I posted. You seem to either be confused or mislead by the original post.

You see, I never claimed that my mower was broken, or needed fixing, or needed repairs, etc. All I stated was the facts on my experience when dealing and purchasing from a big box store and that's it. Nothing else.

From your post it seems that you are just "assuming".

Look folks, some of you tend to believe or think that it is a "sin" to purchase a ZT mower (of any brand) from a big box store and it's not.

Not everything is bad when purchasing from a big box store just like not everything is bad from purchasing from an authorized dealership either.

Whether you agree or don't agree, everyone basically has a different experience that's all.

If ever I do need my mower serviced, repaired, etc. by a Hustler authorized sales and service dealer, all I have to do is call one up. No problem.

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'If ever?' Unless you can work on it yourself, it's not a matter of 'if', it's a matter of 'when.'

What would you do if you were the dealer? Take care of your own customers who bought a mower from you or some guy who saved a nickel elsewhere and now needs his broken mower fixed? You've only got X-number of people you can assign to do repairs. Just how would you prioritize their work?

cpurvis said:

'If ever?' Unless you can work on it yourself, it's not a matter of 'if', it's a matter of 'when.'

What would you do if you were the dealer? Take care of your own customers who bought a mower from you or some guy who saved a nickel elsewhere and now needs his broken mower fixed? You've only got X-number of people you can assign to do repairs. Just how would you prioritize their work?

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If I were a dealer I'd treat everyone the same regardless if it was a returning customer or new customer. It should not matter. An authorized sales & service place should give the best attention and attitude towards servicing or sales to a customer.

As for who or what gets fixed first goes with what parts are on hand, what parts need to get ordered, the type of job, etc. because you've got to be realistic not "Oh wait your not a regular customer....or....oh no this customer goes first because they are a regular...etc."...what bad business attitude to have.

But over all your now just assuming any type of scenario to this discussion. OK, what if the world is ending tomorrow!...then what?!

I've repaired and worked on vehicles, trucks, mower's, appliances, plumbing, electrical, masonry, carpentry. etc. so I'm pretty handy and knowledgeable when it comes down to it.

I can read and comprehend service manuals, technical manuals, etc. no problems.

Now with that being stated. Yes if and when problems arise with my Hustler mower, well it's still under warranty so I would not even attempt to work on it due to the fact that if I did then the warranty would then become null and void because I am not an authorized service tech for Hustler.

Basic maintenance like oil changing, spark plug changing, fuel and engine filter changes, blade(s) changing, belts changing, hydraulic fluid changing, tires, etc. again all basic maintenance things like that I take care of because I can handle it.

And even after the warranty expires, anything major that come's up or needs fixing, well I'll do it. If the job is too big then it gets sent off to the dealership and have them repair it.

Reality is that any dealer is going to take care of their regular customers better than someone walking in off the street who bought their unit elsewhere and some have a deep-seated disdain for those who buy from big box stores to save a buck and then bring the unit to them for service.

When John Deere began retailing some models at Lowes, I think they made the dealers a little happier by "pushing" the customers to the dealers for parts and service. When I bought a rider several years ago all the mowers in stock already had a decal with the local dealer info.

Mr. Mower said:

If I were a dealer I'd treat everyone the same regardless if it was a returning customer or new customer. It should not matter. An authorized sales & service place should give the best attention and attitude towards servicing or sales to a customer.

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That's what the dealer did when he told you 'no' to your demand for a military discount--he treated you the same as anybody else. But you didn't seem to like it then. With regard to the 'it shouldn't matter' comment, I'm sure that's how you HOPE it works.

As for who or what gets fixed first goes with what parts are on hand, what parts need to get ordered, the type of job, etc. because you've got to be realistic not "Oh wait your not a regular customer....or....oh no this customer goes first because they are a regular...etc."...what bad business attitude to have.

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You've got it partly right but don't think for a minute that just because your parts came in that they'll jump right on your mower. In season, the line is usually long. When things slow down a bit, they'll get to you once the good customers are taken care of.

Welcome to capitalism, where everybody pursues their own financial best interest. You did yours; now the dealer can do likewise.

Dunrollin said:

When John Deere began retailing some models at Lowes, I think they made the dealers a little happier by "pushing" the customers to the dealers for parts and service. When I bought a rider several years ago all the mowers in stock already had a decal with the local dealer info.

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If JD charge the same sorts of prices over there as they do down here I can see where that comes from.
Safety check on a JD ride on ( tractor style ) at the local dealer is $ 147 and for that all you get is a list of what needs to be done
Service is $ 320 + parts & this is for a mower that is in proper working condition when booked in.
I charge $ 120 + parts

Darryl G said:

Reality is that any dealer is going to take care of their regular customers better than someone walking in off the street who bought their unit elsewhere and some have a deep-seated disdain for those who buy from big box stores to save a buck and then bring the unit to them for service.

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Exactly right.
If I made $ 500 to $ 1000 profit from you then you get VIP service cause I want to sell you your next mower and perhaps some other tools when you are here.

As a Lowes customer there is next to zero chance of you buying so much as a bottle of oil cause you only care about your own hip pocket.
And as the warranty service will most likely loose the dealer money, you go to the back of the que, where you become a loss limiter to be done when there is nothing else for the technicians to do. Don't like it then go somewhere else, the dealer dose not care and quite frankly would preffer you went elsewhere because no matter what he does you will not be happy with the result cause you think the dealer is a rip off.

Down here, dealers will not look at an external big box job for a month if at all.
I have customers come into my workshop almost daily complaining that the gear had been at the dealer for months with nothing happening.
Then they expect me to do warranty work no labour charge or even worse come in with parts they have bought off the internet and expect me to fit them for free because I will get the replacement parts from the company as payment.

They usually leave in a huff, go up the hill and find he charges 50% more and requires an up front payment.
I try not to do big box repairs because no matter what the customer will always come back with "but a new one is only $xxxx"
Just finished doing a Ross Chainsaw.
New price $ 120 assemble it yourself.
Repair bill 18 months further on $ 160
So total price for a saw that actually works $ 280.

Done this many many times

bertsmobile1 said:

Exactly right.
If I made $ 500 to $ 1000 profit from you then you get VIP service cause I want to sell you your next mower and perhaps some other tools when you are here.

As a Lowes customer there is next to zero chance of you buying so much as a bottle of oil cause you only care about your own hip pocket.
And as the warranty service will most likely loose the dealer money, you go to the back of the que, where you become a loss limiter to be done when there is nothing else for the technicians to do. Don't like it then go somewhere else, the dealer dose not care and quite frankly would preffer you went elsewhere because no matter what he does you will not be happy with the result cause you think the dealer is a rip off.

Down here, dealers will not look at an external big box job for a month if at all.
I have customers come into my workshop almost daily complaining that the gear had been at the dealer for months with nothing happening.
Then they expect me to do warranty work no labour charge or even worse come in with parts they have bought off the internet and expect me to fit them for free because I will get the replacement parts from the company as payment.

They usually leave in a huff, go up the hill and find he charges 50% more and requires an up front payment.
I try not to do big box repairs because no matter what the customer will always come back with "but a new one is only $xxxx"
Just finished doing a Ross Chainsaw.
New price $ 120 assemble it yourself.
Repair bill 18 months further on $ 160
So total price for a saw that actually works $ 280.

Done this many many times

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Then they call someone like me to try to get me to mow their lawn while their mower is for repair, or more likely 6 people like me to try to get the best price. Unfortunately for them, I'm in the same situation as the dealers. I'm already busy as hell taking care of my regular customers. I have no interest in working for someone who has no intention of forming a long-term relationship with me and only cares about hiring whoever is cheapest until they get their mower back. Of course, they'll also try to bait me with all of this other work they need done in their yard, but only to take my ideas, buy the materials at the Big Box store and do it themselves...

cpurvis said:

That's what the dealer did when he told you 'no' to your demand for a military discount--he treated you the same as anybody else. But you didn't seem to like it then. With regard to the 'it shouldn't matter' comment, I'm sure that's how you HOPE it works.

You've got it partly right but don't think for a minute that just because your parts came in that they'll jump right on your mower. In season, the line is usually long. When things slow down a bit, they'll get to you once the good customers are taken care of.

Welcome to capitalism, where everybody pursues their own financial best interest. You did yours; now the dealer can do likewise.

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:laughing::laughing::laughing:.........yea alright, sure..... whatever!

Mr. Mower said:

:laughing::laughing::laughing:.........yea alright, sure..... whatever!

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Laugh all you want but cpurvis has it right, as you will likely discover in due time.

Take unit to dealer, have dealer contact hustler, there is\was a small number of units with an incorrect nut the would bind up and torque to proper torque, but in all reality it was not close to being torqued properly.

DJ660 said:

Take unit to dealer, have dealer contact hustler, there is\was a small number of units with an incorrect nut the would bind up and torque to proper torque, but in all reality it was not close to being torqued properly.

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No , no , no .
That can not be right cause Lowes did a predelivery on the mower.
The delivery driver told him so, right after he finished his conversation with Santa's elves.

And in the real world. Lowes have the money & the customer has a mower that does not mow which Lowes will do nothing about.
But he did get a discount so it must have been a good deal,,,,,,,,,,,,,,,,,,, for some one,,,,,,,,,,,,,,,wonder who ?

:laughing::laughing:....you all are full of crap!......loosen up, stop wearing your underware so tight...no wait your depends!....:laughing::laughing:

Mr. Mower said:

:laughing::laughing:....you all are full of crap!......loosen up, stop wearing your underware so tight...no wait your depends!....:laughing::laughing:

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Well Mr Mower I for one, am glad to see you have a great sense of humor, as you can see we ALL try to help but every so often we have to tie the other guy's shoelaces together to make him trip, and we get the laugh, it's like a brotherly love thing .... MOSTLY !! or at least once in awhile .. :thumbsup:..:laughing:..:laughing:

My mower cost me more than my car, so I purchased a reputable brand from a reputable nearby dealer that I know will stand behind it and give me the support I need to utilize it to its full potential for many years to come. Call me crazy...

Seriously, we all wish you well.
It is just a case of showing you that cheaper is not necessarily better and cheap always has come consequences down the road.
Just your road was a tad shorter than most.
And again, if Hustler had issued a dealer notice then all dealers would have checked the spindles before delivery, but big box stores don't bother because it is not gong to be their problem unless you take the mower back & ask for a full refund ( which you are entitled to do ).
However as you needed delivery they know there is little chance of that happening.

Very little left to say apart from wishing you all the best with whatever you decide to do.

bertsmobile1 said:

Seriously, we all wish you well.
It is just a case of showing you that cheaper is not necessarily better and cheap always has come consequences down the road.
Just your road was a tad shorter than most.
And again, if Hustler had issued a dealer notice then all dealers would have checked the spindles before delivery, but big box stores don't bother because it is not gong to be their problem unless you take the mower back & ask for a full refund ( which you are entitled to do ).
However as you needed delivery they know there is little chance of that happening.

Very little left to say apart from wishing you all the best with whatever you decide to do.

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Thanks to all for the thoughtful comments and some great doses of humor. In the scheme of things this is a small deal, I am just going to fix it myself and move on. I bought my F150 new now it is near 100,000 miles and it has been in the shop 1 time for a recall so yeah- I am a do-it-yourself nut. I did go and look at the JD models but I may be in love with this Limited. The new parts are in Indianapolis and I am in WV so tomorrow or Thursday I will take a lawn chair down to the mailbox LOL.

Dunrollin said:

Thanks to all for the thoughtful comments and some great doses of humor. In the scheme of things this is a small deal, I am just going to fix it myself and move on. I bought my F150 new now it is near 100,000 miles and it has been in the shop 1 time for a recall so yeah- I am a do-it-yourself nut. I did go and look at the JD models but I may be in love with this Limited. The new parts are in Indianapolis and I am in WV so tomorrow or Thursday I will take a lawn chair down to the mailbox LOL.

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You'll be getting our "bill" in your mail shortly, you just keep your arse parked close to that mailbox !! .. :laughing:..:laughing: