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Warranty Question

    William Bilton
    (Just got off the phone with Customer Support Mgr Adrian...escalated
    Warranty Question posted October 9, 2012 by William Bilton 
    315 Views, 5 Comments
    Question:
    (Just got off the phone with Customer Support Mgr Adrian Robinson. He refused to provide me with an authorization number in order to have my 125B Blower serviced. He also refused to let me speak to his manager when he could not answer several of my questions. He actaully stated at one point as he researched the problem that he was actually helping to prove my point!)
    He stated that since it was most likely a fuel related problem it would not be covered. I asked him where in the warranty did it state that fuel related problems were not covered. HE STATED IT WASN'T.
    He stated the warranty only covered defects in parts/workmanship. I argued that fuel lines, bulbs and filters all have part numbers (Genuine OEM Part - Manufacturer #545081841, #530047721, #530095646)so again why aren't they covered. HE DIDN'T HAVE A ANSWER.
    Eventually we got to the hot button topic "Ethanol"! I asked where in the owner's manual did it direct me to treat my fuel for ethanol. HE STATED IT DIDN'T.
    I understand the lead time associated with making changes to user's manuals so I asked if Husqvarna placed advisory/warning notices in the box alerting customers to the damaging effects of Ethanol. HE STATED NO SUCH NOTICES/WARNINGS WERE INCLUDED WITH THE 125B.
    So I'm wondering "WHY AM I" being required to pay $45 to AMERICAN SERVICE CENTER, 315 WEST PULASKI HWY, ELKTON, MD 21921, (410) 398-0801 to troubleshoot one of your products that has an obvious defect? They stated in the past Husqvarna has issued "Authorization Numbers" to have equipment serviced. I DO NOT believe my request unreasonable and I am once again requesting an authorization number to have my 125B serviced under WARRANTY.
    The Blower was purchased on 04-09-2012. Obviously the parts in questions are either defective or have been damaged to the point of failure due to Ethanol additives in gasoline which Husqvarna failed to properly annotate in the paperwork included with the product. Ethanol information on the website proves it's a KNOWN PROBLEM but again I was never instructed by Huaqvarna to refer to their website for product information.
    I appreciate your understanding and help resolving this issue as quickly as possible.

    Bill Bilton
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    Answer

     

    • Dave Kemp

      Bill,

       

       I am suprisid you where even able to get them on the phone ! I have tried for 2 days and the cust service line just hangs up when you "press 2 for  Husquvarna"

       

      what number are you using ? I have tried 3, the one in the manuel is not longet correct so they direct you to delaer line,then the cust service one that hangs up.3 call and still can't talk to anyone !

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      • William Bilton

        I used 800-487-5951

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    • Byron Walsh

      My dealer told me I am having the same problem.  I bought the 125 blower new on 6/1/12 for residential use.  I have put 2 tanks of fresh fuel in there and then had a problem.  Dealer thought it would be a warranty fuel issue - that was two weeks ago.  Called dealer today and they are still waiting on approval for the warranty item.  Why does it take at least two weeks to approve a common warranty claim?  Ethanol has been in fuel for years so why has Husqvarna not adapted their product?

      All of my neighbors sure take notice that I am borrowing their STIHL blowers to clear clippings because my Husqvarna is in the shop.  I bought Husqvarna equipment in the past but I am not sure about the future.

       

       

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    • Jeremy Hammerschmidt

      I am having the same issues.  I just bought my blower this summer and have only been able to use it a few times before the fuel line disintegrated.  I call the customer support to try and get a replace part sent to me under warranty but was told it was due to the alcohol in the fuel.  I don't feel that I should have to pay for the parts.  

      I will make sure to rate this item appropriately on Amazon and anywhere else I find this product.

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    • Byron Walsh

      So I am confused as to where the 'army' of answers is at?  I guess this is the level of support they provide their loyal customers?  They can't expect to keep customers with this level of service....

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