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Extremely disappointed with premature…read moreengine failure, service oversights, and lack of accountability.
I brought my John Deere Z960M to the local dealership for a major 500-hour service, which was performed at 497 hours. For nearly $1,000, that comprehensive service covered an oil and filter change, fuel filter, spark plugs, air filter, blades, deck belt and idler, and a transmission fluid and filter change. Yet, just 59 operating hours later, the machine suffered a catastrophic engine failure caused by a split, uninspected oil-cooler hose that should have been flagged during that exact service--especially since John Deere explicitly requires the cooling shroud and oil cooler to be removed and inspected at this interval. Pictures taken on the day the machine failed show the failure point.
Because a critical inspection was missed, I was forced to pay over $4,000 to replace the entire engine--all over what was, at best, a $100 preventative hose replacement. To make matters worse, I received zero written warranty documentation for the new engine, only weak verbal assurances.
Instead of taking accountability, management dismissed the issue by claiming they had "never heard" of such a failure, absurdly implying I must not have checked the oil. This is completely refuted by photographic evidence showing the split oil-cooler hose and the massive external spray pattern--coating the backside of the operator's seat, my clothing, and the surrounding grass--proving the oil loss was instantaneous and external, not a gradual lack of maintenance.
Unreasonable Delays: My machine sat for over two months before being picked up, leading to a total downtime of roughly 3 months.
Billing Discrepancies: The final bill at pickup exceeded my approved estimate with no transparent explanation.
Closed Doors: Local leadership refused to engage or offer any resolution.
As a senior citizen operating this commercial mower lightly for residential property care, I expect authorized dealer service to protect my investment rather than cost me thousands due to basic oversights.
