UPDATE 346 XP low RPM no power, service center in Steubenville not good

zeek · Jul 8, 2011

Update to this thread 346 XP low RPM no power, service center in Steubenville not good

left off with taking saw to Richmond Village Hardware, I was happy that he talked about vacuum leaks and so on . .

SO, saw sat there for TWO weeks, so I called and was told he was working on it,tinkering with carb not happy with how it ran. Talked to the actual tech the next day he said he has been real busy only had a chance to look at it once, said he had to rule out some things before calling Husqvarna for warranty authorization. He had to rule out, carb adjustment, bad gas . . . . etc.

I asked him if I called Husqvarna to see if they might be able to help, he said sure, so I did.

After 45 minutes got through to Jarvis of the escalation department, super helpful, he listened to my story, called Richmond Hardware talked to the tech and then got back to me. Jarvis said the tech was working on it now. He then told me that he went ahead over-rode the factory warranty folks, gave the tech an authorization number and said do what it takes fix it we will pay you, don't mess with carb stuff, get a new one. OK, I was happy about that, that was all yesterday, 7-7-11.

Today I got a call from Richmond Village Hardware, the tech said: I don't have the tools to diagnose and fix this, come get it and take it somewhere else we're used to Ranchers, not XP's!

So at this point, I mean right now, I am on hold waiting for another person from the escalation department. I am going have them call Weirton Rental (another servicing center) give them the authorization number and WAIT!!!!!!!!!!!!!!!!!!!!!!!

However, I am going to strongly suggest that Husqvarna takes my saw back, heck I'll pay shipping,and send me a new one! Use my saw in training, if you can fix it then you pass!

I will update as needed. Does anyone know of good service centers near Steubenville, Ohio? Some body on here did suggest Weirton Rental, a guy from Pittsburgh, any info on Weirton rental?

Can I ship my saw to someone on here who is a service center, if needed? SO FRUSTRATED

barneyrb · Jul 8, 2011

zeek said:
Update to this thread 346 XP low RPM no power, service center in Steubenville not good

left off with taking saw to Richmond Village Hardware, I was happy that he talked about vacuum leaks and so on . .

SO, saw sat there for TWO weeks, so I called and was told he was working on it,tinkering with carb not happy with how it ran. Talked to the actual tech the next day he said he has been real busy only had a chance to look at it once, said he had to rule out some things before calling Husqvarna for warranty authorization. He had to rule out, carb adjustment, bad gas . . . . etc.

I asked him if I called Husqvarna to see if they might be able to help, he said sure, so I did.

After 45 minutes got through to Jarvis of the escalation department, super helpful, he listened to my story, called Richmond Hardware talked to the tech and then got back to me. Jarvis said the tech was working on it now. He then told me that he went ahead over-rode the factory warranty folks, gave the tech an authorization number and said do what it takes fix it we will pay you, don't mess with carb stuff, get a new one. OK, I was happy about that, that was all yesterday, 7-7-11.

Today I got a call from Richmond Village Hardware, the tech said: I don't have the tools to diagnose and fix this, come get it and take it somewhere else we're used to Ranchers, not XP's!

So at this point, I mean right now, I am on hold waiting for another person from the escalation department. I am going have them call Weirton Rental (another servicing center) give them the authorization number and WAIT!!!!!!!!!!!!!!!!!!!!!!!

However, I am going to strongly suggest that Husqvarna takes my saw back, heck I'll pay shipping,and send me a new one! Use my saw in training, if you can fix it then you pass!

I will update as needed. Does anyone know of good service centers near Steubenville, Ohio? Some body on here did suggest Weirton Rental, a guy from Pittsburgh, any info on Weirton rental?

Can I ship my saw to someone on here who is a service center, if needed? SO FRUSTRATED

Sounds to me like you've been a PIA to the service center (going over their heads) and they don't want to fool with you anymore. They have officially fired you as a customer.... Just my $.02

zeek · Jul 8, 2011

barneyrb said:
Sounds to me like you've been a PIA to the service center (going over their heads) and they don't want to fool with you anymore. They have officially fired you as a customer.... Just my $.02

They heard nothing from me for 14 days and I've heard nothing from them for 14 days, is that being a PIA? C'mon that's a joke right?
Picking up the saw on my way to Weirton rental, Husqvarna called them to make sure they had the right tools to diagnose.

indiansprings · Jul 8, 2011

Zeek, in all fairness to the dealer it is not unusual to for a saw to sit for two weeks or more, unless you are one of there high volume commercial customers. At this time of year they are backed up with string trimmers and lawn mowers bought at big box stores that do not have any means to service them. It is just like anywhere else, take a number. The dealer basically said "pizz off" when he said he didn't have the tools to work on an XP. Don't be shocked when Husky tells you no new saw is in the picture, that they will repair your saw and return it as fast as possible.

Did you post your saws problems on here? If you did, I'm surprised that many of the members here didn't respond to the post, trying to help you out with the issue. If you didn't shame on you.
A lot of saws just have simple issues that are easy to fix and member's here can walk you through how to fix them even if you aren't the most mechanically inclined. Lot's of 346xp owners on here.

sefh3 · Jul 8, 2011

indiansprings said:
Zeek, in all fairness to the dealer it is not unusual to for a saw to sit for two weeks or more, unless you are one of there high volume commercial customers. At this time of year they are backed up with string trimmers and lawn mowers bought at big box stores that do not have any means to service them. It is just like anywhere else, take a number. The dealer basically said "pizz off" when he said he didn't have the tools to work on an XP. Don't be shocked when Husky tells you no new saw is in the picture, that they will repair your saw and return it as fast as possible.

Did you post your saws problems on here? If you did, I'm surprised that many of the members here didn't respond to the post, trying to help you out with the issue. If you didn't shame on you.
A lot of saws just have simple issues that are easy to fix and member's here can walk you through how to fix them even if you aren't the most mechanically inclined. Lot's of 346xp owners on here.

In his other post he did have alot of good suggestions on fixing the saw but won't do them. I'm betting the carb needs adjustment and you'll be good to go.

zeek · Jul 8, 2011

sefh3 said:
In his other post he did have alot of good suggestions on fixing the saw but won't do them. I'm betting the carb needs adjustment and you'll be good to go.

The saw is under warranty and all I need is to make some stupid mistake so that it is obvious I messed with it. I did do what others suggested, I check screen, vent, plug all the basic stuff, I'm not mechanically handicapped by any stretch of the imagination. After all this I will fix the saw myself, if I have to buy a vacuum leak down tester then I will, if I have to buy a good tach then I will, if I have spend hours reading then I will.

sunfish · Jul 8, 2011

Well, I hope ya get it fixed. It is a damn fine saw!

umpkin2:

AUSSIE1 · Jul 8, 2011

Sat there for two weeks with the potential to sit there longer? Too busy? Employ more staff for crying out loud!
This fella's money is as good as anybody's. It shouldn't be put aside for others, regardless of who it is.
There was enough concern for the escalation dept to step in!

Hope it works out for you mate.

komatsuvarna · Jul 8, 2011

Two weeks wouldnt bother me if i knew it up front, but if 3 days turned into 2 weeks yeah it would be different. Id just went and got my saw and took it to some other shop. NOBODY likes someone going over there head. Id say they got P O'd.....Id rather work on a xp as a rancher anyday.

AUSSIE1 · Jul 8, 2011

Sure, no one likes anyone going over their head, but there is a cure for that!

This fella has paid for a warranty that should be honored, not left sitting on a bench because it may offend the business. The step in of the escalation dept supports this obviously.

Yeah it may be a busy time............also for the owner of this saw!

indiansprings · Jul 8, 2011

Aussie 1, with all due respect, I don't think you grasp the volume of repair work in some of the shops here in NA. It prolly was sitting there on a first come first serve basis. When I managed a big box store (wal-Mart) we had a small dealer in the building right beside us. He was the service center for the brands we carried, his work load was all the repairs for two wal-marts and one lowes. Things were done on a first come first served basis, even with six techs it was normal to have to wait two to four weeks, people raised hell about it all the time. I became good friends with the guy, I asked why he didn't put more people on, he said he couldn't find the good quality help was the first issue, it is seasonal so he didn't want to lay people off in the fall and winter and he was afraid if he expanded and put more capital in it, there was always a risk of losing servicing contracts. It would be nothing to have 60-70 of the cheap string trimmers in his shop, 30-50 cheap sub 100.00 push mowers and 25-30 riders in their from my store alone. He did them on a first come first serve basis, parts were not an issue as he has and still has one of the finest parts inventories in the country plus one hell of a boneyard.
I still do all my business with him. We bought our first Stihl there over 30 years ago when I was a teen. The only people who move up are those who make their sole living with their equipment and have purchased it at his shop, then you get one day service, he lets me fall in that category.
Once the phone call was placed, 99% of the shop owner's I know would have told you to take the saw and shove it up their azz, whether it was right or wrong. Two weeks in the middle of peak mowing and trimming season, that is what you going to get here at almost any shop around a metro area.

AUSSIE1 · Jul 8, 2011

indiansprings said:
Aussie 1, with all due respect, I don't think you grasp the volume of repair work in some of the shops here in NA. It prolly was sitting there on a first come first serve basis. When I managed a big box store (wal-Mart) we had a small dealer in the building right beside us. He was the service center for the brands we carried, his work load was all the repairs for two wal-marts and one lowes. Things were done on a first come first served basis, even with six techs it was normal to have to wait two to four weeks, people raised hell about it all the time. I became good friends with the guy, I asked why he didn't put more people on, he said he couldn't find the good quality help was the first issue, it is seasonal so he didn't want to lay people off in the fall and winter and he was afraid if he expanded and put more capital in it, there was always a risk of losing servicing contracts. It would be nothing to have 60-70 of the cheap string trimmers in his shop, 30-50 cheap sub 100.00 push mowers and 25-30 riders in their from my store alone. He did them on a first come first serve basis, parts were not an issue as he has and still has one of the finest parts inventories in the country plus one hell of a boneyard.
I still do all my business with him. We bought our first Stihl there over 30 years ago when I was a teen. The only people who move up are those who make their sole living with their equipment and have purchased it at his shop, then you get one day service, he lets me fall in that category.
Once the phone call was placed, 99% of the shop owner's I know would have told you to take the saw and shove it up their azz, whether it was right or wrong. Two weeks in the middle of peak mowing and trimming season, that is what you going to get here at almost any shop around a metro area.

Fair enough, but I would have thought that it would be fair to assume there would be a service to match large sales, warranty, repairs etc.
We see sellers are quick to take the dollars but slow to back up the product.

Does the warranty work not get the same attention as payed work?

Doesn't high populations have high turnover have high service to match?

alderman · Jul 8, 2011

Wait time

The shop I use is three or more weeks behind. Probably not pay off hiring more help because it isn't always like that. They are also limited on room. He is upfront about the wait time, I've got lots of saws and don't mind the wait. In fact I always tell them I'm in no hurry and if somebody has a rush job, to just slip them in front of me.

zeek · Jul 8, 2011

This is not so much about wait time as it is about being informed as to progress. I took it to the second dealer because the first dealer seemed upset he had so much business and was not at all interested in keeping my business, even though I used to shop there often. The second dealer agreed three weeks was long and he lead me to believe it would be done in two weeks, told me he would do the vacuum leak test, but today called and said he did not have the tools . . .

Third servicing center said they would at least call me in a week, if they call and say we looked it it's gonna be three more weeks . . . . then I get my parts for the craftsman and cut wood until my "professional" saw gets out.

How about this line: I am sorry but it is peak service time, we are swamped and realize you bought the saw here and we want to take care of it as quick as possible. Looks like we might have the saw for at least 3 weeks, hope you understand and we are thankful for your business.

C'mon is that really so hard . . . . your busy I GET IT but at least be thankful you have business. Next post will be strictly technical and mechanical . . . . forget about service, I can fix it!

indiansprings · Jul 8, 2011

Aussie, unfortunately here most shops do not pay good techs what they are worth. The problem lies with the big box stores, they prolly sell 70% of the home owner power equipment sold in America and do not have to provide any service, the mfgs just put this off on their dealers. Some dealers prioritize their own customer's some don't, it's first come first serve. I know in my geographic area that in a 20 mile radius there is only one really good shop that is honest, only does the work that is needed, actually diagnoses each piece of equipment. Unfortunately he is the service center for most of the box stores an is always covered.
I've talked to a couple of techs, they have to provide all their own tools, they work five and a half days a week for 12-14.00 an hour while the shop rate runs about 50.00 an hour. I asked one why he doesn't set up his own shop, his answer is simply the cost of having to inventory all the parts and cost of special tools.
This is one area here in this country that has a define shortfall. It's a common problem in many area's. It's tough for the independent guy to make it with the seasonality of the business, and cost of keeps parts onhand.

AUSSIE1 · Jul 8, 2011

indiansprings said:
Aussie, unfortunately here most shops do not pay good techs what they are worth. The problem lies with the big box stores, they prolly sell 70% of the home owner power equipment sold in America and do not have to provide any service, the mfgs just put this off on their dealers. Some dealers prioritize their own customer's some don't, it's first come first serve. I know in my geographic area that in a 20 mile radius there is only one really good shop that is honest, only does the work that is needed, actually diagnoses each piece of equipment. Unfortunately he is the service center for most of the box stores an is always covered.
I've talked to a couple of techs, they have to provide all their own tools, they work five and a half days a week for 12-14.00 an hour while the shop rate runs about 50.00 an hour. I asked one why he doesn't set up his own shop, his answer is simply the cost of having to inventory all the parts and cost of special tools.
This is one area here in this country that has a define shortfall. It's a common problem in many area's. It's tough for the independent guy to make it with the seasonality of the business, and cost of keeps parts onhand.

Thanks for the explanation. Makes things alot clearer.

We don't have these issues you guy's obviously have with these box stores.

If I wasn't seeing my saw within the week (here), I'd be down there giving them a shake!

parrisw · Jul 9, 2011

I get the reasons it takes so long. But it still pisses me off, that was the last time I ever took a saw in to get fixed after it took 2 weeks. Not right if you ask me. I work on cars, if I told the customer that brought their car in for a tune up that they can come back in 2 weeks they'd say WHAT!!!!!!!!! And walk out and go somewhere else.

gmax · Jul 9, 2011

AUSSIE1 said:
Thanks for the explanation. Makes things alot clearer.

We don't have these issues you guy's obviously have with these box stores.

If I wasn't seeing my saw within the week (here), I'd be down there giving them a shake!

Exactly! after were talking chainsaws not the space shuttle

zeek · Jul 9, 2011

the shop I just took the saw to had a sign up "hiring experienced small engine mechanics" hard to come by I guess

**UPDATE** 346 XP low RPM no power, service center in Steubenville not good

Help Support Arborist Forum:

ArboristSite Operative

Addicted to ArboristSite

ArboristSite Operative

Firewood Purveyor

Addicted to ArboristSite

ArboristSite Operative

Fish Head

Al.

Arboristsite MVP

Al.

Firewood Purveyor

Al.

Addicted to ArboristSite

ArboristSite Operative

Firewood Purveyor

Al.

Tree Freak

Addicted to ArboristSite

ArboristSite Operative

Similar threads

UPDATE 346 XP low RPM no power, service center in Steubenville not good