New HRX Frustration

[cruzenmike]

Sorry, this is a long one….

I have been a loyal fan and owner of Honda lawnmowers, having had at least one Honda walk behind mower while also buying, using and selling every kind of riding mower and zero turn you can think of. Earlier this year I purchased an HRX217K4VKA from a recent divorcee who didn’t want to mess with mowing her own lawn. The mower needed a tuneup and some replacement parts to get it running properly and after all of the work was done I really enjoyed using it. In fact I enjoyed it so much that I decided to purchase a brand new one with the more powerful GCV200 engine. I ended up selling the older HRX a couple of months ago and right when I wanted to “pull the trigger” on the new mower the stop sale order that Honda issued had just happened so I was now waiting until dealers could start selling them again.

Fast forward to a couple of weeks ago and I got word that the dealer was given the authorization to start making repairs to new stock and selling them. After another two weeks of waiting I got the call that my mower was ready to pick up. This time I opted for the HRX217K6VYA with Roto Stop. Figuring that I mow some rather large areas and deal with many sticks and frequent bag dumping, this seemed like a logical decision.

Now for the frustrating part….

When I got the call from the dealer on Monday I was told that my mower would be ready the next day but my sales person was not going to be in. So I decided to wait until Wednesday to pick it up. After work Wednesday I drove (20 miles) out of my way on an already long day (late start day) to arrive at the dealer to find out after the sales person searched around for my mower for 15 minutes that it was never repaired (recall work). The sales person spoke with the Manager who said that as a courtesy they would deliver it to wherever I wanted (work or home) after the repairs would be completed the next day. Of course I was concerned that now the fix would be “rushed” and I was told that it was no big deal to get it done in a couple of hours. Mind you, one of my first conversations with the sales person when I started the process of buying the mower was that I had concerns about a brand new mower being torn apart when there was a 75% chance that the mower was unaffected by the recall to begin with.

The new day my mower is delivered to my work and I took it home and put it away for a couple of days until the ground dried out a bit. Closing in on winter I figured that I would be using it once or twice and then putting it away until next spring. Come Saturday I go outside to start it up and it will not start. I started second guessing if so had done anything wrong, because this is slightly different than my last two (VKA variants). Checked oil, full, gas tank topped off with fresh ethanol-free fuel, fuel shut-off in the open position, throttle in the run position and pull….. nothing. As I kept pulling I would intermittently hear a very faint popping sound, but not a backfire, and a small puff of smoke would come out of the muffler. I double checked everything again and kept trying but it never started.

I called the dealer and spoke with the sales person who then got me on FaceTime with the technician who made the recall repairs on my mower and he had me try starting it and asked me a handful of questions. He was trying to figure out if there was sufficient compression when pulling on the string. I believe that what I am feeling when I pull the string is “normal” so I am not sure if it has anything to do with compression. Thinking that the engine might have been flooded he suggested that I check the spark plug which I did. It was not wet or fouled out. I had a brand new spark plug on the shelf so I went ahead and changed it anyway just in case there was something wrong with the one that was in there. It still would not start. The sales person and technician advised that I would need to bring it in to have it looked at.

At this point I just don’t know what to do. This is a brand new mower that cost me $950 out the door and will have the engine torn apart for the second time now without ever being ran and now with the leaves having already fallen in my yard I don’t need to cut anymore this year. So now I just have a really bad “taste in my mouth” and feel as if I should just try and return it. I know that these mowers will no longer be available in the future but maybe I would have better luck buying a two year old HRX with the GCV200 that was manufactured before the issue began and is still under some sort of warranty.

If you care to comment, what would you do?

Thanks in advance!

 

[MParr]

Ask for a full refund.

 

[cruzenmike]

Ask for a full refund.

This is how I am leaning.

I forgot to mention in my initial post that when the guy delivered it to me I noticed that there was some fuel on the deck on the side that the carb sits on. This was why the technician suggested to check the spark plug thinking that maybe it was flooded. I almost wonder if the mower was tipped on its side, carburetor down, and oil got in there. The mower was delivered by a single guy in a pickup truck. I know that these things are heavy and I could see someone struggling to keep it level when lifting it. This might explain what is going on but still, I shouldn’t have to live with a machine was mishandled by the dealer and/or transporter that resulting in being useless.

 

[Tiger Small Engine]

This is how I am leaning.

I forgot to mention in my initial post that when the guy delivered it to me I noticed that there was some fuel on the deck on the side that the carb sits on. This was why the technician suggested to check the spark plug thinking that maybe it was flooded. I almost wonder if the mower was tipped on its side, carburetor down, and oil got in there. The mower was delivered by a single guy in a pickup truck. I know that these things are heavy and I could see someone struggling to keep it level when lifting it. This might explain what is going on but still, I shouldn’t have to live with a machine was mishandled by the dealer and/or transporter that resulting in being useless.

I am sure if you give the dealer a chance to get the mower right, it will work out. Honda makes a great self-propelled mower. On the other hand, if you are already having buyer’s remorse just get a refund and buy a Toro for less money.

 

[cruzenmike]

I am sure if you give the dealer a chance to get the mower right, it will work out. Honda makes a great self-propelled mower. On the other hand, if you are already having buyer’s remorse just get a refund and buy a Toro for less money.

I am just waiting for a call from them at the moment. Due to having my car in the shop for service I won't be able to get the mower to the dealer until later this week. While I may be experiencing a bit of buyers remorse, I do know what's at stake; not being able buy a new Honda mower come spring 2024.

I currently have an HRS216 that runs well and after 3 seasons continues to amaze me with its cut quality and reliability. The hope was that this HRX would take over for the HRS in having a bagging option and superior mulching capabilities. I would hold onto the HRS as a backup mower and possibly for side jobs where it light weight and side discharge capabilities are useful.

I guess I am torn at the moment!

 

[HurstGN]

Why do you have to take the mower in? They didn't repair the mower properly. I'd tell the dealer that they need to either
1) pick up the mower, fix it correctly, and deliver again
or
2) pick up the mower and issue a full refund at time of pickup.

 

[Tiger Small Engine]

Why do you have to take the mower in? They didn't repair the mower properly. I'd tell the dealer that they need to either
1) pick up the mower, fix it correctly, and deliver again
or
2) pick up the mower and issue a full refund at time of pickup.

Do you really think a dealer is in the business of driving 45 minutes both ways to pick up a self-propelled mower and fix it? That would be like them picking up a chainsaw or backpack blower. Shops don’t do that.

 

[HurstGN]

Do you really think a dealer is in the business of driving 45 minutes both ways to pick up a self-propelled mower and fix it? That would be like them picking up a chainsaw or backpack blower. Shops don’t do that.

I know a dealer is not in business of driving 45 minutes both ways to pick up and fix a mower. But the dealer told the customer to come in to get the mower after the customer already visited the dealer to buy it (90 minutes invested already by customer) and the customer made the commitment to the dealer and bought the mower. Then the dealer didn't have it ready to pick up when the customer returned as asked (another 90 minutes invested by the customer for nothing). To make good, the dealer delivered the mower. That was a good move and should have been the end of this transaction, but it wasn't. The dealer didn't verify the mower was working properly when they did deliver it. The dealer is now asking the customer to deliver the dealer's mistake back to the shop (another 90 minutes of investment by the customer because the dealer failed to perform their job properly). Then the customer will need to invest another 90 minutes in the future to go pick up the mower after the dealer fixes their own mistake. The dealer should make good again on this situation as the dealer's quality control failure is the reason for all this hassle. This dealer is obviously the exception to the rule for good service, Honda or otherwise, but they should own up to their mistakes and not make the customer responsible for their mistakes. That was the point I was making.

 

[kinard]

Return it; get a full refund; and buy a Toro. I have a Honda and a Toro, and the Toro is trouble-free.

 

[dad7432]

If it was me I'd get rid of it asap. If they won't refund your money, get it repaired at their expense and sell it. Don't spend any of your own money repairing it if the dealer can't (or won't) fix it. In any case sell it for whatever you can get, and buy a cheap gas or a high rated electric mower. Nobody makes a really good gas powered walk behind anymore. Maybe Toro, but for what price?

Why?
1. Honda isn't what it used be, in fact they have abandoned the gasoline powered walk behind mower business. Don't expect great customer service or great availability of supplies after year 4.
2. Honda has been underinvesting in the gas mower business for about a decade, doing only marginal cosmetic and engineering improvements so the mowers just met EPA requirements. The result is what you are seeing: recalls and finicky engines that won't start.
3. You've got a non working new and recalled unit and the dealer didn't fix right and isn't being helpful. What makes you expect anything to improve either the mower or dealer?
4. The EPA is putting the screws to the small gas engine powered mower, making them hard to make and keep running. Don't buy one if you can avoid it (buy electric). If you must buy gas, buy the cheapest one you can find that will do the job, because no small gas mower engine made today is going to last for long.

I loved Honda mowers. Not anymore. I managed our little community beach and two homes, so I kept several Honda mid level mowers around. Yes, they were more expensive, but they lasted and would start even if an incompetent 16 YO kid mowed the beach with one. However the last one I purchased (for my own home) 2 years ago was a disaster. From the first use it was hard starting, smoked after starting, and vibrated so much that I used padded gloves. I immediately took it back to the dealer, driving 40 miles each way. The dealer took the engine apart and replaced the shaft. I brought it home and it still vibrated, although he'd fixed the smoking and starting issues. So back it went to try again. I sold it after the second attempt failed to fix the vibrations. In desperation I bought what I could find, which was a cheap Craftsman mower with the stupid Chinese "Briggs and Stratton" engine that claims I will never have to change the oil. It will die at an early age, but its so cheap I could have bought two for the price of one Honda.