General Product Question
I was looking through the posts on this forum and was shocked to see so many questions that were never answered, some were several years old.
I understand the need for manufacturers to provide a user forum, it cuts the support costs tremendously, but if you fail to monitor it, you are leaving your customers to fend for themselves. I know you encourage you customers to "get"support from your local dealer". For a variety of reasons, that is not always an option. I am a perfect example. I live in a small town, no local businesses sell Husqvarna riders. Omaha, NE is about 130 miles from me. Not one Husqvarna dealer in the entire city sells your riders, they all sell your mowers and chain saws. I could not get any dealer to even order one for me. We are also about 90 miles from Sioux City IA. I got the same response from them, so I don't have a local dealer to call.
I love your products, but the lack of support concerns me.
Answer
I agree with you. The next mower I purchase I will not only research the mower, but also the variety of the support they offer, or don't. I've called their customer support line a couple times, and felt like that was worse than the unanswered support forum. My next tractor, hopefully not for many years will not be a husqvarna unless they make some major internal support changes
Be the first to rate this
|
It is one of the reason I have been so active since I joined this forum. I am trying to help others and at the same time learn something new too.
From what I can find out they are working getting more people involved so things should improve over time but it will take time as there have been quite few changes with Husqvarna in the last year or two. Right now it appears they are depending on dealers to provide most of the customer support.
Corporate mergers are a real pain to go through as you got to get everybody on the page. I have gone one quite few years ago and it took over three years just get things to a manageable level and that was in the banking equipment industry.
So please bear with Husqvarna as work though this process.
Be the first to rate this
|
I think interaction between users can be a great resource. However, there are some things that users are not going to be able to help with.
From what I can see, this forum has been abandoned for the past several years. Every now and then you will see a moderator reply. In some cases, the response from Husqvarna was rather curt.
Husqvarna has a lot of work to do.
Be the first to rate this
|
That is why we as group got to try rebuild both this set of forums, regain the users trust and get Husqvarna personnel back involved. There will also be a language barrier sometimes. I currently help manage small engine and we get questions from around the world.
In my experience level probably more than most end users of the equipment as I do operate my own small engine repair shop and do the actually repairs myself. I am an independent shop so I get a little of everything in for repairs. I will the first to admit that I don't know everything about Husqvarna and the other product lines under their control. What I can offer is a point of view, help when I can, and I willing to learn new things.
As for Husqvarna personnel being rather curt that definitely not called for. They got to realize they are dealing with the end users that probably don't know much about the equipment and not familiar with all the terms and procedures of repair..
And I agree that there are questions that only the manufacture reps (includes dealers) can or should answer especially on new products that are under warranty. Just quoting from the owner's manual will not always answer the poster question either sometime it will take a little extra effort on the part of replier.
Be the first to rate this
|