Purchased a nice chainsaw via internet like most of all my tools.
Saw had a brake problem with the chain and I called the local service center
for warranty work and they said come on down.
Once they found out I purchased it on the internet at the shop they refused
to work on it as a warranty job since I didnt buy it from them. They cited
low pay from Husky on warranty work and were not willing to do it if they
didnt make the sale.
I called Husqvarna about the problem and they told me that "I need to
understand the dealers perspective" and they have the right to refuse
service, even warranty work when they are an authorized dealer/repair
Most likely it is a simple fix as far as adjusting the brake band on the
clutch but it seems the local dealers are fighting back and I am caught in
Who cares about me, they all got my money and in the mean time I have
useless, expensive, orange boat anchor with Husqvarna written on the side.
Anyway be advised if your buying mail order chainsaws.
Not just chain saws, any tool. The local dealer has a lot on the line to
pay for his building, insurance, payroll, taxes to the same school district
you share, etc. You went elsewhere to save a few bucks and now you want the
local guy to help you out.
Mailorder is great for the guy that has no local source, but you just can't
beat the neighborhood dealer when it comes to service.
Yes, and he is exercising his choice. Warranty re-imbursement is not always
enough to really cover profit and barely operating costs. IMO, the dealer is
returning the same gesture that the person asking for the repair gave him at
the time of purchase. The dealer is theer because his steady customer give
him enough business to make a profit. The guy that went elsewhere gave him
none and deserves little in return.
You are wrong. In many cases, dealers who service items not purchased
at their store get reimbursed a higher rate. Ask any Toro or Ariens
And, any dealer who would take on a service center role to lose money is
It's this sort of myopic thinking that will run that guy out of business.
First off there is probably a dealer agreement in place and he probably has
agreed to provide warranty service for the product whether he sold it or
not. But that isn't even really the point. If he had taken the time to
repair the product and provided good service he might have won over a
customer. That customer might think twice before making his NEXT purchase
via mail order, and he might even mention his pleasant experience to a few
other people who might be potential customers. Instead he turned this guy
away, with an attitude to boot and thereby insured that he had NO chance of
ever selling this person anything and in addition he is all but guaranteed
to relate this story to anyone who will listen. That hardly seems like a
good business decision to me.
Thats bogus! The dealer contracted with the Mfgr to provide a service
for the Mfgrs product to the public, not with the buyer and where he
preferred to buy that Mfgrs product. I seriously doubt you'll find in
any contract a clause that states you will only receive warranty service
for items you bought there. Few if any Mfgrs are dumb enough to allow
this because it alienates the public.
So if you have a brand new car for instance and you are travelling cross
country and the engine takes a dump, then you would have no problems
paying for a new one or having the car towed or shipped half way across
the US at your expense for warranty work at the original dealer? I
IMO, the dealer is
Advised of what? Caveat emptor. I have three saws, two of which I bought
from eBay and one of which I bought from my local dealer. They're Stihl
saws, so they don't break like Husqvarnas do :)
Anyway, my dealer has no problem working on any of my saws, or selling me
parts, or supplies, but I sure don't expect him to do free repairs if I
didn't buy the saw there. Granted, none of them are still under warranty,
but if I wanted a new saw, I'd buy locally. The ones off of fleaBay were
Car dealers work the same way. I don't think they can flat out refuse to do
warranty repairs, but they can sure drag it out forever and get you to pay
for stuff you don't need in order to make up for it. In most cases, it's
actually up to the manufacturer to cover that stuff. If Husky is willing to
back up their dealers, then be prepared to pay to have your saw fixed.
Sorry about your problems but it's a brake for crying out loud. A
couple peices of plastic, a screw and a couple pieces of metal. Fix it
yourself and get back to make woodchips. This is an easy fix. It takes
longer to complain about it than to fix it.
Dave in Fairfax
reply-to doesn't work
daveldr at att dot net
Even the Stihl saws require service from time to time. I had one once,
and every year when i tried to fire it up it didn't work... No matter
how i pulled on the starter line it would not start, so i took it to
the dealer, he took it into his magic hands, pulled once and voila! it
I had a couple Stihl saws once. My impression of them was that they'd run the
day before I needed them and the day after, but almost never on the actual
cutting day. Switched off to a Homelite, XL12 IIRC, and went on about my
business. Of course, this was 30+ years ago, Homelite is no longer Homelite,
and Stihl probably has improved.
"Character is much easier kept than recovered." Thomas Paine
Good decision 30 years ago but not 5 years ago. I bought a Homelite and
after a couple of years of frustration I tosed it into the woods as far as I
could. Never regretted doing it.
It ended up at the home of a small enngine repairman/rebuilder. He tossed
it also as it was not worth rebuilding. I'm talking only a few hour run
As I said, it was 30 years ago. Homelite was located in Port Chester, NY when I
got that saw, moved to Charlotte, NC a couple years later, was bought by a
holding company about the same time (along with a potful of other companies)
and is now, I think owned by Ryobi or Ryobi's parent company after being moved
from hand to hand to hand to hand. That XL 12 was the stone ax of the Homelite
line even in '73-'74, vibrated like someone's sister Kate used to shimmy,
turned fingertips white as all get out, but cut like crazy.
"Character is much easier kept than recovered." Thomas Paine
They could but they won't. The profit centers in a new car dealership are
service and used cars. Higher end imports excluded, most new car dealers
lose money on their new car sales operation or at best break even. They
maintain those operations as that is what drives the service, body shop
and parts (as well as used cars) operations. Further the manufacturers
would NEVER knowlingly tolerate that sort of thing as there is simply too
much competition to lose a good customer to a competitor over
unnecisarilly poor service.
The billable rate is exactly the same whether they sold the car or not.
There is nothing to make up.
Is it because the saw won't run? If so, you may have tripped the
brake. Pull back on it and see if it catches. I have owned 7 or 8
Husky's and swear by them. All the Stihls I ever owned shook to
pieces. Try Bailey's in Ca. and Tn. They will fix it but you wil have
to ship it to them. They are extremely fast though. They used to have
a real chainsaw wizard called Wimpy who was hell on wheels when it
came to chainsaws.
This the reason I buy nothing mail order or internet that I may expect
service on down the road. Disposable items sure, but not something I may
want dealer service from.
Next time you buy something, support the local dealer. You may be surprised
that it is less costly in the long run!
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