Murray Customer Service — Expert Guide for Owners and Technicians

Overview and who to contact

Murray-branded lawn and garden equipment is typically supported through the manufacturer’s consumer support channels and locally authorized service dealers. Most Murray-branded product support, parts lookups, and warranty administration are handled through the brand’s parent company support portal and dealer network. For recalls and safety notices you should also check the U.S. Consumer Product Safety Commission (CPSC) database (cpsc.gov) and the manufacturer’s support site.

When you contact customer service, expect three primary outcomes: a parts order (OEM or aftermarket), warranty adjudication (repair, replacement, or denial), or referral to an authorized service facility. Goal-oriented preparation ahead of the call reduces resolution time from hours to minutes—see “What to have ready” below for a checklist.

Contacting support: practical steps

Start online: use the manufacturer/dealer websites to find manuals, parts diagrams, or to submit a support ticket. The most reliable paths are (1) the official Murray/parent-company support site (search “Murray support” or the parent company site), (2) dealer locators on major parts sites, and (3) national parts marketplaces that carry OEM diagrams. Use the online dealer locator to find authorized service centers within a ZIP code radius of 10–50 miles for quickest in-person service.

If you must call, have the model and serial number available (see below). Explain whether the issue is safety-related (engine stall, blade separation, fuel leak), performance-related (hard starting, loss of drive), or cosmetic/assembly. For safety-related issues, note the date of purchase and any prior service; customer service routes these faster and may initiate a warranty-related inspection or recall review.

Locating model and serial numbers

The single most important step before contacting customer service is to locate and photograph the model and serial numbers. On Murray walk-behind mowers the label is often on the rear housing or on the deck; on ride-on tractors it is frequently on the left frame rail under the seat or on the rear axle. For engines, the engine model and code (from suppliers such as Briggs & Stratton, Honda, Kohler) are stamped on the engine housing—engine warranty claims require that engine serial/model.

Common formats include alphanumeric strings like “MUR-XXXXX-2020” or engine codes like “B&S 31R707-0001-F1”. Take at least three clear photos: full machine, close-up of the label, and the area showing the symptom. Save purchase proof: receipt, credit card statement, or online order number. Having these reduces back-and-forth and speeds up warranty decisions.

Warranty, engines, and transfers

Typical residential lawn equipment warranties for brands in this category are 2–3 years for the chassis and 2–3 years for certain engines, but engine makers often issue separate warranties. For example, many small engines sold on consumer mowers come with a 2-year manufacturer warranty; commercial-use coverage is commonly shorter (90 days to 12 months). Always read the warranty packet or the online warranty PDF for your exact model-year—warranty terms can change year-to-year.

Important: engine warranties are handled directly by the engine manufacturer (Briggs & Stratton, Kohler, Honda). If the problem is engine-only (starting, smoke, oil consumption), contact the engine maker using the engine serial/model—these contacts are listed on the engine’s warranty card and on the engine manufacturer’s website. For chassis, electrical, and deck issues, the mower’s manufacturer/dealer handles the claim.

Repairs, parts availability, and cost expectations

Common replacement items and approximate retail price ranges in 2024–2025: blades $15–40, drive belts $10–35, carburetor kits $12–45, ignition coils $30–80, batteries for riding mowers $80–170, new starter motors $90–200. Labor at independent small-engine shops typically ranges from $60–120 per hour depending on region; a typical deck belt replacement or blade sharpening service runs $45–120 labor plus parts. Complete engine rebuilds or replacements commonly cost $400–1,200 depending on core exchange options.

Parts availability for older Murray models may require checking three channels: OEM dealer stock, online aftermarket suppliers, and salvaged/used parts marketplaces. If your model-year is older than 10–15 years, expect longer lead times and possible cross-reference with compatible OEM part numbers. Save the model/serial and check parts diagrams (exploded views) before ordering to ensure part-number match—this prevents returns and shipping delays.

• What to have ready before you call: 1) model and serial numbers (mower and engine), 2) digital photos (label, symptom, damage), 3) proof of purchase (receipt or order number), 4) approximate hours of use and purchase/use dates, 5) a clear description of operating conditions when failure occurred.

Authorized service centers and dealer interaction

Authorized dealers are the fastest path for warranty-approved repairs because they can submit warranty claims and handle parts procurement directly. Use the manufacturer’s dealer locator to filter by “authorized service center” or “warranty repair agent.” When you deliver the machine, get a written estimate with line-item parts and labor rates (percentage or flat hourly rate). Keep a copy of the repair order and photos of the machine condition on arrival.

Disputes: if a warranty claim is denied, ask for the denial in writing with the specific clause referenced. Escalate to the manufacturer’s consumer affairs or warranty department; document dates, names, and ticket numbers. If unresolved, you can file a complaint with local consumer protection agencies or the CPSC for safety-related matters.

• Reliable parts & manual resources: mtdproducts.com (manufacturer support and dealer locator), searspartsdirect.com (OEM diagrams for legacy models), ereplacementparts.com (parts and videos), and the CPSC site (cpsc.gov) for recalls and safety notices.

Tips to resolve issues quickly

Be concise and factual with customer service: provide the three key identifiers (model, serial, engine code) first, then describe symptoms. Use email or support portals for documentation—those create time-stamped records. If you need a rapid safety decision (e.g., blade separation or fire risk), state “safety risk” immediately; companies prioritize such tickets and may authorize in-field service or free transport to a dealer.

Finally, maintain basic maintenance records (oil changes, blade sharpening, belt changes). Technically competent owners who log work reduce warranty friction and increase the likelihood of goodwill repairs—manufacturers consider documented maintenance history when adjudicating claims, especially for units out of first-year service windows.