Generac 5244 DOA

[jbgreig]

I have just installed a Generac 5244 generator. I bought it from a dealer that does not service in my area (I know, I know....).

I hooked it up (and made absolutely sure everything was done according to the specs...)

About two hours into the break-in phase, it failed. The windings apparently failed (according to a service tech I talked to on the phone). The breaker on the genset never tripped, and I had a Fluke Clamp meter on it the whole time. It is a 16kw LP and 15kwNG unit. I never got above 7.5kw. The generator produces no AC output, and in the bottom of the unit there are pieces of copper wiring that have apparently been burned off.

I live in an area hit by hurricane Rita last year, and the local Generac service people I have had contact with have waiting lists of up to 6 months. The only company that has agreed to take a look at it wants a credit card on file for trip charges ($75 and "fuel surcharges" just to take an initial look at it) and estimates it will take 6 weeks to get it operational (2 weeks to make the initial service call, part needs to be sent to Generac, tested, sent back, schedule follow up).

The dealer, who will remain unnamed at this point, has been of little help. It seems to me that a brand new generator that fails initially should be replaced. I purchased the unit on May 2nd, and still have no resolution. Has anyone had a similar experience, or does anyone have any advice? I just get the runaround with the dealer...

Thanks, Brad

[philkryder]

Sad...

First off, be sure of your facts. Especially any technical detail - did you have any professionals help you with the install who would be willing to back your statement that everything was done right.

Sometimes I've had success by writing a clear description of the chonology and history to the vendor. Include all relevant details.

I also send a copy to the Attorney General of my own state, the AG of the vendor's state and as high as possible in the parent company's chain of command (in your case Generac). Of course, I note these other important people on my CC list.

I write one clear sentence of WHAT I WANT TO HAVE DONE FOR ME.

In your case you might write: I want a full refund. or I want you to ship me a new generator and pre-paid freight bill to return this unit.

Also, I will typically use my Amex Card when I buy and call them to recind the payment - this will often stop "the run-around" and lead to more fruitful discussions.

I've not had to do it, but second level would be to resend the original letter, with a strong cover letter. And this second time via Certified mail or Fed ex and add a CC to my personal attorney.

Best of luck. Phil

[e-mail] wrote:

[George]

If paid by credit card call them NOW. They can mediate. If it lasted only 2 hours and everything was hooked up correctly, it should be covered under a return to purchased location. George