Problems with Hustler ZTM or Hustler Customer Service?

   / Problems with Hustler ZTM or Hustler Customer Service? #1  

Buggs67

Veteran Member
Joined
Apr 10, 2014
Messages
1,460
Location
Perry Cty, Pennsylvania
Tractor
Kioti 2014 CK2510 TLB
I started having issues with my Hustler Raptor SDX. Kawa engine, Hydro-Gear ZT-3200, 54" deck.

It doesn't track right. It will start to drift to the right and then when I try to correct it does nothing and then over corrects. It's been at the dealer for about 2 months. They resolved my traction issue (separate complaint) by loading the tires. But they can't seem to get cooperation from Hustler about the drive/steering issue. I suspect one or the other hopes I get frustrated enough to just take the machine back and hope the hydros fail after the warranty expires in May 2022 as mowing season starts.

It appears Stanley Black & Decker acquired Excel Ind (which makes Hustler and BigDog ZTM). SB&D also acquired MTD which makes Cub Cadet and Try-Bilt.
 
   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#2  
I finally went and took back my mower. They said they are still trying to get Hustler to respond.

EDIT: An e-mail from my dealer suggested (from the service rep) that I service the mower engine and drivetrain as recommended in the manual at 75 hours. And run the tires at 7psi instead of the 8-12 psi in the manual. My dealer had already done the service last year when I first reported my issues with the drive and tracking.

Enough. I called Hustler Corporate in Kansas. Laid out my issues and lack of response/repair on two occasions. Very nice lady; she said she's compiling a history and report and kicking it up the chain of command. And to expect a phone call.

With Thanksgiving in two days I expect little to no action.

And I forgot to ask her if the technicians at Perry Power are factory trained and certified? By Hustler and/or Hydro Gear?

I know the dealer in NYS I bought my Kioti from didn't know his donkey from a hole in the wall.
 
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   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#3  
Still no satisfaction.
 
   / Problems with Hustler ZTM or Hustler Customer Service? #4  
My only complaint was that when I had a drive unit on my X-One leaking this spring, on a one year old mower... they said it would be a month to get it in.
So, I checked the bottom plate bolts for torque, and several were loose. Dried it right up.
I hope they get you sorted. It has nothing to do with the drive lever adjustments?

I bought my FIL a Raptor SDX, and that thing is terrible on the hills in KY. It’s much too light. The X-One being around 1400 pounds holds any hill
 
   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#5  
My only complaint was that when I had a drive unit on my X-One leaking this spring, on a one year old mower... they said it would be a month to get it in.
So, I checked the bottom plate bolts for torque, and several were loose. Dried it right up.
I hope they get you sorted. It has nothing to do with the drive lever adjustments?

I bought my FIL a Raptor SDX, and that thing is terrible on the hills in KY. It’s much too light. The X-One being around 1400 pounds holds any hill
I thought it'd be just adjustments, but now I'm thinking one of the hydro units is malfunctioning, that the pressure is not consistent. If it was just an adjustment It'd have been fixed the first two times it went in. Unless the technicians are totally inept.

I still suspect the dealer and manufacturer are dragging their feet, hoping I'll go away and they can charge me full boat when it craps out after warranty has expired.

I'm going to call Hustler Corporate Customer Service again and rattle their cage. I already asked the dealer to buy it back from me.
 
   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#6  
The dealer, who is in Perry County Pennsylvania is on these forums. I had a high opinion of them overall. Good salt-of-the-earth people. And a branch of a large organization. I bought the mower there because they also sell/service Kioti so they will be my go-to for my tractor.
 
   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#7  
Ironically I got a e-mail from Hustler, I'm assuming their marketing division, bragging about the new models. I had to inform him I already have a 2018 with only 107 hours on it and I regret buying it.

It's been a hectic holiday season and then I got Covid. Still recovering so I don't want to deal with them.

I still think they are just waiting for the warranty to expire.
 
   / Problems with Hustler ZTM or Hustler Customer Service? #8  
I have been looking at a Hustler the last day or two but reading reviews lately, I have changed my mind. One major concern was lack of service/warranty back-up. It seems that even the dealers can't get responses from Hustler.
Back to looking at the Kubota Z200 series. It's a bit cheaper too.
 
   / Problems with Hustler ZTM or Hustler Customer Service?
  • Thread Starter
#9  
I have been looking at a Hustler the last day or two but reading reviews lately, I have changed my mind. One major concern was lack of service/warranty back-up. It seems that even the dealers can't get responses from Hustler.
Back to looking at the Kubota Z200 series. It's a bit cheaper too.
I bought the Hustler because if you buy one from a big box store the dealers who sell that brand will put me last for service/repair. Seems they are doing the same while it's under warranty. Seems dealer and brand support are important.

I also bought this ZTM to get the better HydroGear 3200. Didn't work out as expected.
 
   / Problems with Hustler ZTM or Hustler Customer Service? #10  
Describe the issue in more detail please. Both drives work but are not responding well to small inputs? Is it the same with the wheels off the ground? Any difference when worm or cold? When you try to correct for drift are you always using the same side? Could it be a bad bearing (or multiples) on a front caster?
 
 
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