They aren't cheap but neither is having a piece of equipment and not being able to use it. To me, they were upfront about their diagnostic fee and I don't have a problem with that. Why should they tear-down and inspect your mower (blower, trimmer, etc) for free? They have to pay their people just as anyone would expect to be paid for doing their job. The one 'commenter' who said take it to a 'big box' store....are you kidding? If they don't know the difference between a washer and an O-ring, how are they going to help you? Now, maybe if you have a $150 throw-away mower then Affton Lawn isn't for you but I spend considerably more for quality equipment (and not from a 'big-box') which is meant to be repaired, not junked when there is a problem.
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